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As a computer lab assistant, there are some things you are expected to do, and some things that you are not. This page contains a pretty good description (originally written by Don Michaels, additions by Cheryl Aupperle) as to what CTS expects from you as a lab assistant.
Your role with Campus Technology Services
- This is a JOB
- We're PAYING you, so while we're paying you, we expect you to work for CTS, not yourself.
- Your PRIMARY responsibility is Customer Service. Make sure the lab works, report what doesn't work, assist users with their problems.
Dealing with the public
- No users = no job
- You represent CTS, the college, SUNY, the State of NY, and all public employees.
- YOU are the public image of CTS; most people will go through this school without ever meeting anyone else from CTS.
Service with a smile
- Do unto others...
- The Golden Rule: Do unto others as you would have them do unto you.
- Universal Statement of appropriate behavior
- No one likes to be:
- Ignored
- Insulted
- Talked down to
- Harassed
BE HELPFUL
- Helpful, friendly, courteous, kind, cheerful...
- You weren't born knowing this either
- If you can't help, send them to someone who can help. Never, never, never leave them hanging.
Assertive Vs Aggresive
- There are rules. Most are posted.
- Explain WHY things are the way they are
- Don't shout, swear, scream, or threaten bodily harm
- Refer problems to Senior staff (via e-mail or phone call in an emergency)
- For emergencies call University Police at x5555 - that's why they're there.
- When it is time to close a lab, ask users politely to leave.
Power
- Your job gives you a measure of power
- "Nearly all men can stand adversity, but if you really want to test a man's character, give him power" - Abraham Lincoln
- Power corrupts, absolute power corrupts absolutely
- CLA’s should not give out their password or let anyone access their accounts.
- CLA's are not exempt from any lab rules.
A Student (user) is...
- The most important person in this school
- Not dependent on us; we're dependent on the student
- Not an interruption of our work, but the purpose of it.
- Doing us a favor by giving us the opportunity to serve
- The person which brings us his or her desire to learn. It is our job to handle each student in a manner which is beneficial to the student and to ourselves
10 Deadly sins of customer service
- I don't know
- I don't care
- I can't be bothered
- I know it all
- I don't like you
- You don't know anything
- We don't want your kind here
- Don't come back
- I'm right, you're wrong
- Hurry up and wait
Ethics and Confidentiality
- All professions have a code of professional ethics. Get used to behaving professionally.
- You have privileges. Don't assume you have more than you do.
- Don't discuss users and their problems where others can hear you.
- What you do and what you know that relate specifically to your job are no one else's business.
Dealing with Stress
- Stress is a part of life - get used to it
- Nurture yourself - eat well, sleep well, do those things which you do for recreation
- You can only do what you do
- God hasn't retired yet and She probably won't in the near future, so accept that you can't do ALL things. Concentrate on the specific task at hand.