Transforming IT to Prioritize Customer Support
Transforming IT Departments into School 'Superheroes': Timothy Jaw's Approach
Timothy Jaw, Technology Coordinator at Warren Hills Regional School District in New Jersey, has been honoured with an Innovative Leader Award at a Tech & Learning Regional Leadership Summit. His approach to IT customer service has been instrumental in transforming the school's IT department from a dreaded environment to a team of "superheroes".
Jaw believes that the human side of IT is just as important as technical expertise. By focusing on strong communication, empathy, and interpersonal skills, IT technicians can enhance customer service and build meaningful relationships with users. Active listening, clear communication, and patience are key to assisting teachers, students, and staff with technology issues.
Jaw's department values empathy, compassion, patience, and understanding in dealing with customer service issues. To improve relationships and customer service, they follow these key practices:
- Develop excellent communication and interpersonal skills to effectively interact with both technical and non-technical users, explaining solutions in accessible language.
- Practice active listening and empathy to understand the user's issue fully and respond in a supportive, patient manner, recognising the impact of technology issues on teaching and learning.
- Provide timely and proactive support by being responsive to user requests and anticipating common issues to minimise disruptions.
- Offer training and guidance on technology tools thoughtfully to enhance user confidence and engagement, supporting teachers and students in integrating technology effectively.
- Maintain a collaborative attitude by working closely with educational staff to understand their needs and align technology support accordingly, creating a relational foundation rather than just a transactional one.
- Follow up on resolved issues to ensure the solution was effective and gather user feedback to improve service continuously.
According to Jaw, a customer service-oriented mindset can significantly improve IT offerings in schools, at no additional cost. He emphasises that starting with himself in exhibiting the desired qualities is the first step to ensuring good customer service in his department.
Jaw maintains that showing patience, understanding, and empathy is crucial in providing excellent customer service in an educational setting. He states that one device not working in a school can derail an entire day, making it essential to prioritise customer service.
Involving people in the discussion of shared values can help ensure that they are aligned with the department's goals and values. Jaw is willing to personally assist colleagues in need, demonstrating the department's commitment to customer service and its desired perception within the school community.
By combining technical competence with strong interpersonal and customer service skills, IT technicians in education can transform technology support from a frustrating necessity into a positive, relationship-building experience that ultimately supports better learning outcomes.
- Timothy Jaw emphasizes the importance of incorporating instructional technology in his approach, aiming to enhance stem learning at school by providing proactive and patient support.
- In his department, Timothy Jaw fosters an environment where technology education-and-self-development is appreciated, encouraging empathy, understanding, and effective communication.
- By following key practices such as active listening, offering relevant training, and maintaining a cooperative attitude, Timothy Jaw's school's IT department strives to be the school's educational superheroes, improving the overall learning experience through technology services.
