I’m teaching a course this semester that includes components related to data driven decision-making and learning management systems. The students enrolled in the class are part of our school technology leadership Ph.D. cohort. The students are school administrators, teachers, and university staff. I’ve been trying to recruit LMS providers to speak to my class this Saturday and have been somewhat amazed by the responses. After cold calling multiple vendors, I certainly get a sense of the differences in customer service at the various companies. Some are extremely helpful and seem happy to chat and there were others who simply failed to respond to a call.
This experience has me thinking about the type of customer service that schools provide to teachers, parents, and students. In particular, I wonder what type of customer service your technology department provides. I’ve worked and chatted with many teachers and students who avoid their technology department at all costs. They fear the belittling attitudes or being put down for not knowing something “simple”. These technology departments actually hinder teachers’ experimentation with technology. However, there are other technology directors and departments that create a totally positive environment. As a teacher, I was brave enough to experiment with technology and that often led to problems with technology that I wasn’t able to solve by myself. I was fortunate to have a tech director who was always very responsive to my tech problems. He seemed to appreciate the fact that I was exploring new territory, and he actually encouraged me. His attitude certainly led to continued tech integration in my classroom. I wonder how different my approach to technology may have been had he responded differently. How is the customer service in your technology department? How is the customer service at your school?