Mystery Student - Customer Service Principles [Help desk Analyst online training]

This is the start of my formal training to becoming a Help Desk Technician. The first few topics of the module is fairly easy to understand, as it mostly deals with topics that address one's common sense and personal sense of judgment such as what service means and how to recognize conflicts. Somehow, I've realized that it is not enough that we know how to identify if a conflict is arising, but we need to learn how to handle it. And this is what the module aimed to provide.

I thought of dividing this module in half since it has a number of topics and each topic has quite a number of subtopics. Being very eager to get through all the modules, I just played slides after slides. Until, halfway, when I realized that I am still a student here and not just someone who's attending a seminar. So I did what a normal student do: take down notes! I took down points that are not written on the slides most especially the examples and tips that the speaker gives. This helped me grasp focal point of the topic.

However, it would be nice to have something to read on more. But not too much that it strains the eye already. The first half is the discussion on Customer Service and Conflict Resolution. I feel that they are interrelated in such a way that most, if not all, of a Help Desk Technician's main responsibility is to handle conflicts. Besides, the reason a customer contacts Customer Service is because they are in conflict and thus, needing help.

Both Customer Service and Conflict Resolution are skills that can be learned, practiced and enhanced. Handling a conflict will never become easy and it cannot be a guarantee that it will always be a win-win situation. As what the course always point out, we have to respect the individuality of other people. The essential thing is that we honestly strive to achieve a resolution. And of course, we have to remember, the bottomline is to satisfy the customers. For somebody who wants to excel in Customer Service a good sense of judgment would be a key to success, but in the absence of that, just simply follow what the module teaches and it will be a success.

Listening to the presentation is entertaining and informative. But on the technical side, I thought that it would appeal to me more if after every point or slide, a background music or musical pause is inputted. All in all, the first half of the second module has been great.