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Presented by Sara Hertrampf, Alpine Communications Subscriber Training: Internet 101 & So Much More

Alpine Communications Technology Workshops

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Page 1: Alpine Communications Technology Workshops

Presented by Sara Hertrampf,Alpine Communications

Subscriber Training: Internet 101 &

So Much More

Page 2: Alpine Communications Technology Workshops

Our Company

• Founded in 1997• 20 employees• 6000 access lines• Fiber-to-the-Home in two

communities• Launched FusionTV service last year• We also offer Computer Security, Cellular, Monitored

Security, and a Retail Center/TEC Store

Page 3: Alpine Communications Technology Workshops

The Beginning• Alpine began teaching Internet classes when we started

offering Internet Service in the late 1990’s.• First classes were basic e-mail and Internet browsing

classes. • Classes were taught at the local libraries as we didn’t

have a “class room” in our office.• We wanted to help our customers understand and

navigate this new-fangled place called “The Internet”.

Page 4: Alpine Communications Technology Workshops

Our Goals• Increase customer satisfaction

and loyalty.• Promote dial-up and DSL

service.• Build and shape our company’s

brand since we were such a young company.

• Cross-promote other services:»SecureIT»FusionTV»TEC Store

Page 5: Alpine Communications Technology Workshops

Evolving• In 2002 we started branching out by offering classes

in our two new wireless Internet markets. • Added new classes because our customers needs,

desires, and skill-levels were evolving.• New employees, new skills, new opportunities for

sharing them with our customers

• Class length has shortened

Page 6: Alpine Communications Technology Workshops

Logistics

• Early classes held in the local libraries• Transitioned to holding them in our newly-

remodeled conference room, in addition to the libraries in our other exchanges

• Challenges to teaching outside of our office: Library firewalls, filters, access to software, travel, environment, “outsiders” attending

Page 7: Alpine Communications Technology Workshops

Who, What, Where, When, How• Who teaches the classes?– Started with former marketing manager and

transitioned to me. PR/Marketing people get stuck with this stuff, right?!

– Customer Service Manager Lori Keppler, who started teaching as a CSR, volunteered to teach since she has a degree in computer networking and lots of computer skills. Plus she’s great with people!

–Greg Lovell, our former Product Specialist, taught more of the “techie” classes like “HDTV and Computer Buying Tips”.

Page 8: Alpine Communications Technology Workshops

• When?―Seasonally: Fall, early Winter, Spring, and a few

Summer sessions―Afternoon and evening classes―By request

• Where?―Conference Room―Community Libraries―Senior Meal Sites

• How?―Computer lab in the office―New mobile computer lab of netbooks―Use the libraries’ computers

Circa 2005

Page 9: Alpine Communications Technology Workshops

You Teach What?• Basics of Email• Internet Browsing & Searching• Photoshop Elements• Computer Maintenance• Intro to eBay• Selling on eBay• Using Your Personal Web Space• Mac vs. PC• iTunes• iPod Training• Computers 101• Alpine Web E-mail• Sites for Seniors

• Online Auction & Travel Sites• Webmail & Spam Filtering• Microsoft Word & Excel• HDTV & Computer Buying Tips• Internet Kids Kamp• 4th Grade 4-H Camp• Facebook for Beginners• Facebook for Businesses• Twitter• Fun with Photos and Picnik.com• CD Burning• Online Shopping• Online Fraud • Parent’s Guide to Internet & Child Safety• Online Homework Helpers• Cooking on the Web• Get the Most of FusionTV• Craigslist for Beginners

Page 10: Alpine Communications Technology Workshops

Hear Ye, Hear Ye• We promote our classes through various media:

• Alpine newsletter• Monthly eNewsletter• eBlasts• Alpinecom.net• News releases to the local papers• Bill inserts • Facebook Events• Local Chambers• Libraries post the events• Flyers• Web Banners

Page 11: Alpine Communications Technology Workshops
Page 12: Alpine Communications Technology Workshops

Try, Try Again• Class topics are forever changing based on:– Customer demand & needs

• Early on customers needed help with search engines, using email, basic computer skills

• Customers are now more savvy and our workshops focus on hot-topics like Facebook, eBay, photo editing , Internet security/safety

• We anticipate what customers want, but sometimes we are wrong:– Homework Helpers, Craigslist, Cooking Online

– Employees• New employees bring a new set of skills and provide the

opportunity to teach new topics• Employees leave and those skill-sets go with them

Page 13: Alpine Communications Technology Workshops

Is It Worth It?

Our customers and the communities we serve view Alpine as a technology leader and educator.

Yes! Yes!Yes!

Customer Service

Service Qual-ity

Ability to Stay Current

Overall Rep-utation

0%

20%

40%

60%

80%

100% 95% 95% 98% 96%

1% 1% 1% 0%

Page 14: Alpine Communications Technology Workshops

Lessons Learned• Keep it fresh– Don’t be afraid to try new topics

• Determine the skill level required for the class and clearly communicate the prerequisites– Facebook for Businesses

• Free or Fee?– We charge non-Alpine customers

• Limit your class size based on topic– Can one person manage 12 people on 6

computers? Probably not very effectively…they will take over.

Page 15: Alpine Communications Technology Workshops

• Be prepared for:– Repeat Offenders– Know-it-alls– Newbies– Blizzards

• “For Dummies” books are your friends

• If you are not ready to host workshops, find other opportunities to teach:

» Ladies’ Day » Senior Dining» Chamber » Schools

Page 16: Alpine Communications Technology Workshops

Thank you!Email: [email protected]

Website: alpinecom.net