Technical Support/Customer Service Talks - Entry and Inexperienced
Hi - I have severally come across numerous customer comments and even complaints on this mailing list about less than expected experiences with technology firms and IT departments when it comes to support, service, resolution and response times. After many years of experience in IT Technical Support and often times dealing with fresh graduates etc, who the local IT firms take for entry level, there is a gap. This gap is rarely fixed in college and few companies take time to train 'fresh' technical support teams. Dept Heads are either too busy to notice or they are told to "learn on the job". No wonder we get the answers we get when we call customer service for whichever company in Kenya. I am willing out of my exposure and experience to support in giving to start off, talks to these new recruits, form a club for instance and help them through these experiences. Any like minded people out there? We can develop some sort of curriculum out of experiences. We will help many of our young brothers and sisters work in these companies CS/Technical Support aim for vision 2030! Noah
i like your thinking. i'll appply to be your first trainee..... On Mon, Dec 2, 2013 at 4:05 PM, Noah Ogori <noah.ogori@live.com> wrote:
Hi - I have severally come across numerous customer comments and even complaints on this mailing list about less than expected experiences with technology firms and IT departments when it comes to support, service, resolution and response times.
After many years of experience in IT Technical Support and often times dealing with fresh graduates etc, who the local IT firms take for entry level, there is a gap. This gap is rarely fixed in college and few companies take time to train 'fresh' technical support teams. Dept Heads are either too busy to notice or they are told to "learn on the job". No wonder we get the answers we get when we call customer service for whichever company in Kenya.
I am willing out of my exposure and experience to support in giving to start off, talks to these new recruits, form a club for instance and help them through these experiences.
Any like minded people out there? We can develop some sort of curriculum out of experiences. We will help many of our young brothers and sisters work in these companies CS/Technical Support aim for vision 2030!
Noah
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Dennis - Welcome. Let us see how this goes. Get me offline we chat how we go about it. Noah Date: Mon, 2 Dec 2013 16:29:15 +0300 From: kanjadennis@gmail.com To: skunkworks@lists.my.co.ke Subject: Re: [Skunkworks] Technical Support/Customer Service Talks - Entry and Inexperienced i like your thinking. i'll appply to be your first trainee..... On Mon, Dec 2, 2013 at 4:05 PM, Noah Ogori <noah.ogori@live.com> wrote: Hi - I have severally come across numerous customer comments and even complaints on this mailing list about less than expected experiences with technology firms and IT departments when it comes to support, service, resolution and response times. After many years of experience in IT Technical Support and often times dealing with fresh graduates etc, who the local IT firms take for entry level, there is a gap. This gap is rarely fixed in college and few companies take time to train 'fresh' technical support teams. Dept Heads are either too busy to notice or they are told to "learn on the job". No wonder we get the answers we get when we call customer service for whichever company in Kenya. I am willing out of my exposure and experience to support in giving to start off, talks to these new recruits, form a club for instance and help them through these experiences. Any like minded people out there? We can develop some sort of curriculum out of experiences. We will help many of our young brothers and sisters work in these companies CS/Technical Support aim for vision 2030! Noah _______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------ Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke _______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------ Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
Noah, would also like to volunteer in teaching this group as I have worked in customer care before as both an engineer & supervisor. Sent on the run, Please excuse errors & omissions! On Dec 2, 2013 7:27 PM, "Noah Ogori" <noah.ogori@live.com> wrote:
Dennis - Welcome. Let us see how this goes. Get me offline we chat how we go about it.
Noah
------------------------------ Date: Mon, 2 Dec 2013 16:29:15 +0300 From: kanjadennis@gmail.com To: skunkworks@lists.my.co.ke Subject: Re: [Skunkworks] Technical Support/Customer Service Talks - Entry and Inexperienced
i like your thinking. i'll appply to be your first trainee.....
On Mon, Dec 2, 2013 at 4:05 PM, Noah Ogori <noah.ogori@live.com> wrote:
Hi - I have severally come across numerous customer comments and even complaints on this mailing list about less than expected experiences with technology firms and IT departments when it comes to support, service, resolution and response times.
After many years of experience in IT Technical Support and often times dealing with fresh graduates etc, who the local IT firms take for entry level, there is a gap. This gap is rarely fixed in college and few companies take time to train 'fresh' technical support teams. Dept Heads are either too busy to notice or they are told to "learn on the job". No wonder we get the answers we get when we call customer service for whichever company in Kenya.
I am willing out of my exposure and experience to support in giving to start off, talks to these new recruits, form a club for instance and help them through these experiences.
Any like minded people out there? We can develop some sort of curriculum out of experiences. We will help many of our young brothers and sisters work in these companies CS/Technical Support aim for vision 2030!
Noah
_______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
_______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------ Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94------------ Other services @ http://my.co.ke
_______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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hello, As JKUAT once put it, the goal of university is not to churn out students to work for a particular organization. Universities should chuck students that can fit into any organisation within their field of study On Mon, Dec 2, 2013 at 4:05 PM, Noah Ogori <noah.ogori@live.com> wrote:
Hi - I have severally come across numerous customer comments and even complaints on this mailing list about less than expected experiences with technology firms and IT departments when it comes to support, service, resolution and response times.
After many years of experience in IT Technical Support and often times dealing with fresh graduates etc, who the local IT firms take for entry level, there is a gap. This gap is rarely fixed in college and few companies take time to train 'fresh' technical support teams. Dept Heads are either too busy to notice or they are told to "learn on the job". No wonder we get the answers we get when we call customer service for whichever company in Kenya.
I am willing out of my exposure and experience to support in giving to start off, talks to these new recruits, form a club for instance and help them through these experiences.
Any like minded people out there? We can develop some sort of curriculum out of experiences. We will help many of our young brothers and sisters work in these companies CS/Technical Support aim for vision 2030!
Noah
_______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
-- Best Regards, Stephen Munguti. +254720425104
Kamitu - Correctly put. This is intended for the people who need the support. Not everyone. And it doesn't replace well earned education. I have a privilege to have interviewed in the past students for JKUAT, must say, very good ones, just like many other colleges. Some, need help. So it actually depends. If one feels they need it, well and good. Otherwise, others have a way of getting this experience on how to go about it. Majority don't. This is the target group. Secondly, some people here own companies that need this help. Their people are struggling with customers. Or others work in organizations struggling with people alignment, processes and relevant systems to serve customers. This is group 2. Cheers! Noah Date: Mon, 2 Dec 2013 17:40:58 +0300 From: kamitu.sm@gmail.com To: skunkworks@lists.my.co.ke Subject: Re: [Skunkworks] Technical Support/Customer Service Talks - Entry and Inexperienced hello, As JKUAT once put it, the goal of university is not to churn out students to work for a particular organization. Universities should chuck students that can fit into any organisation within their field of study On Mon, Dec 2, 2013 at 4:05 PM, Noah Ogori <noah.ogori@live.com> wrote: Hi - I have severally come across numerous customer comments and even complaints on this mailing list about less than expected experiences with technology firms and IT departments when it comes to support, service, resolution and response times. After many years of experience in IT Technical Support and often times dealing with fresh graduates etc, who the local IT firms take for entry level, there is a gap. This gap is rarely fixed in college and few companies take time to train 'fresh' technical support teams. Dept Heads are either too busy to notice or they are told to "learn on the job". No wonder we get the answers we get when we call customer service for whichever company in Kenya. I am willing out of my exposure and experience to support in giving to start off, talks to these new recruits, form a club for instance and help them through these experiences. Any like minded people out there? We can develop some sort of curriculum out of experiences. We will help many of our young brothers and sisters work in these companies CS/Technical Support aim for vision 2030! Noah _______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------ Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke -- Best Regards, Stephen Munguti. +254720425104 _______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------ Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
participants (4)
-
Dennis Kanja -
Michael Bullut -
Noah Ogori -
Stephen Munguti