Innovative Service Models - Keeping our Customers Happy and Satisfied

Whether you call them users, clients, or customers, the IT organization serves every facet of higher education from desktop/mobile devices and application support to partnering on program and classroom design. How do you stay innovative as you combine high touch with high tech to provide exemplary service to your campus community? How have mobile devices changed your service model? How do you handle difficult customers and situations? What innovations have you seen developing in your service centers (both F2F and online), document management, and process redesign that have made a difference? Bring your best ideas to this lively conversation that will delve into the heart of what you do each day on your campus.