Using the Event Booking System - a quick trick

Hi Team,

I was just talking to a colleague about something on the event booking system and we realised that we use the system completely differently and that this is a quick and easy way of looking to see how many people are booked in to a session and if there's space still, WITHOUT having to click into each event. I find this particularly helpful when I'm looking for the next available Tech Help appointment. 

You may already do this, but if you don't it might save you some minutes on desk. 

So when you've logged in, click on 'Calendar View', circle in PINK

Make sure you're looking at the right month. It's easy to change months using the links at the top.

Then you just need to use the mouse to hover on the link to the event. A cool little popup will open which gives you all the information about the event including the age range, how many are booked in and how many spaces are still available.

 Then when you're ready to book in, you can just click on the title as usual and book the person in. voila!

You may want to click on the pictures to see the detail.
If you want me to show you in person, I'm more than happy to, just grab me next time I'm on desk.

Cool. I hope this is helpful. :)

Happy Customer

A Happy Customer




Just wanted to share...


A lady who came in on Monday for a Tech Help session was so very happy with the Tech Help service and the help she had received from Natalie.  Instead of donating a gold coin for the service, she donated $10 !!   She was very happy and wanted to express her thanks through her generous donation.




Well done Natalie and Nicole for a wonderful Tech Help Experience!


cheers
Rachel

Tech Help Techspectations

For those staff who have never had the opportunity, let me tell you, Tech Help is a tough job. Really tough. There is very little information to prepare, so you are having to show up and hit the ground running with boundless problem-solving, skill, knowledge and patience. 

And Tech Help is a fabulous service. We do so much more than the old 'have you tried turning it off and on again'. It is highly valued in our community and something I am sure we all are very happy to have to refer complicated tech queries from a general STAR shift to a Tech Help appointment.

But my Tech Help tutors need a little help. 

We are finding that the expectations around Tech Help can be a little too far removed from reality. Customer expectations are so high, that sometimes they are even expecting Tech Help tutors to know the answers off the top of their heads without needing to do any research at all. Imagine that. Any query, any device, any type of technology, on absolutely anything - all that knowledge, right on the tip of your tongue! Impossible!

On a STAR shift recently, we even had someone come in who wanted to "book in a time with someone who could fix her computer, for free!" In that instance, we helped the customer google some local IT businesses instead (and reminded her she would most likely have to pay for such a service) and set her on a more appropriate path. 

The Tech Help tutors do a fabulous job - and part of doing that job effectively is being able to google things, research solutions, and play with the devices to work out the answer. That is all part of the process. 

And it is my goal to start to educate our customers about this. But I need some help too!

So if you are booking a customer into Tech Help, and they happen to ask something like 'do you have someone who can help me with....' please try to reply with something like this: We cannot guarantee our Tech Help tutors will be able to help you, but you will get 45-minutes of dedicated, personal, time so they can try and assist you the best way they can.

If we can all try and remind our customers that Tech Help (or any of our Reboot classes) are not going to make anyone an expert in an hour or so. And the experts that are teaching it are also human. We are all learning everyday too and love it when we can help as best we can.

Thanks guys,

Nicole :)