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What Cats Can Teach Us About Excellent Customer Service

Published: 11 September 2018 Publication History

Abstract

Supporting IT on a college campus can be overwhelming. It's easy to end up feeling as if you are 'herding cats'-making a futile attempt to impose control over the inherently uncontrollable and unwieldy. We propose that by thinking of our support experiences individually it can be easier to make them successful. In other words, the best way to wrangle cats may be one at a time. In this session, we'll review established customer service best practices and then discuss how best to apply these practices when providing technical support to the cats from T.S. Eliot's Old Possum's Book of Practical Cats.

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[1]
Old Possum's Book of Practical Cats. https://www.fadedpage.com/showbook.php?pid=20160525. Accessed 1 Jun. 2018.

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cover image ACM Conferences
SIGUCCS '18: Proceedings of the 2018 ACM SIGUCCS Annual Conference
September 2018
203 pages
ISBN:9781450355827
DOI:10.1145/3235715
Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 11 September 2018

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Author Tags

  1. cats
  2. customer service
  3. university
  4. user support

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  • Research-article

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SIGUCCS '18
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SIGUCCS '18: ACM SIGUCCS Annual Conference
October 7 - 10, 2018
Florida, Orlando, USA

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Overall Acceptance Rate 123 of 170 submissions, 72%

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