Available To
Students, Faculty, Staff, Affiliates
Benefits and key features
Warranty and out-of-warranty hardware repairs on Apple, Dell, and Lenovo Think-branded computers.
Services include:
1.Full hardware diagnostics
2.Parts ordering and installation
3.Memory and hard drive upgrades
Out-of-warranty hardware repairs on other model computers may include:
4.Memory and hard drive replacement
Software repair services include:
1.Operating system and software installation (based on the terms of MIT's license agreements with software vendors)
2.Data recovery and disaster assessment
3.Network and wireless troubleshooting
4.Virus, spyware, and adware removal
Getting started
Customer service
Customer service
is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest".[1] Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.
From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue.[2] From that perspective, customer service should be included as part of an overall approach to systematic improvement. One good customer service experience can change the entire perception a customer holds towards the organization.[3
Customer support
A customer support is a range of customer services to assist customers in making cost effective and correct use of a product.[4] It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product.[4] These services even may be done at customer's side where he/she uses the product or service. In this case it is called "at home customer services" or "at home customer support".
Regarding technology products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support.
Automated customer service
Customer service may be provided by a person (e.g., sales and service representative), or by automated means[citation needed]. Examples of automated means are Internet sites. An advantage with automated means is an increased ability to provide service 24-hours a day, which can, at least, be a complement to customer service by persons.[5]
Another example of automated customer service is by touch-tone phone, which usually involves a main menu, and the use of the keypad as options (i.e. "Press 1 for English, Press 2 for Spanish", etc.)
However, in the Internet era, a challenge has been to maintain and/or enhance the personal experience while making use of the efficiencies of online commerce. "Online customers are literally invisible to you (and you to them), so it's easy to shortchange them emotionally. But this lack of visual and tactile presence makes it even more crucial to create a sense of personal, human-to-human connection in the online arena."[6]
Examples of customer service by artificial means are automated online assistants that can be seen as avatars on websites.[5] It can avail for enterprises to reduce their operating and training cost.[5] These are driven by chatterbots, and a major underlying technology to such systems is natural language processing
