Supporting the Widespread Campus:

Remote Support at the Ohio State University

Q: Do you find that walking them through the issues that way lessens the number of repeat incidents with the same customer?

Duane Rigsby - Assistant Manager & Coordinator, Ohio State University South Centers:
A: Yes. In most cases, yes. They do. I find that a lot of times after you do that once, or sometimes I've had the same question occur twice. But after that, they're like, "Oh, yeah," you know, and, you know, when I do see 'em in person they're like - they're glad that they're, I don't know, I'm trying to think of a word - not impressed, but they're glad that I'm talking to them about how to fix it rather than I just go fix it and say okay, it's fixed.

They wanna know what you did and things, so they don't have to call you back because a lot of times they say, "Well, you know, you're busy with other things. If this is a small problem I can fix it, but tell me how." And I let them do it so that that gets them a little better knowledge as well.

Justin Brock:
So, there may be the peripheral benefit of training the people you're supporting.

Duane Rigsby - Assistant Manager & Coordinator, Ohio State University South Centers:
Exactly, yeah. Yeah, it's - we're training them in the background whether they realize it or not.