Mystery Student - Module two of the Help Desk Analyst online training

What did I learn in this module?

The position of a Help Desk Technician is already the second-in -line in the hierarchy of service providers. This means that the situation has already been assessed by an Analyst. The reason it has reached the Technician is that it required higher level of analysis to resolve an issue or problem. This is where this second half of the Module is most helpful.

Being a Supervisory position, a Help Desk Technician should be well equipped with good decision-making skills. From making goals to making decision to asserting those decisions are taught in this module. In my previous jobs, I have attended my fair share of trainings and seminars that dealt with customer service and management skills. It's interesting to point out that assertiveness has never been regarded as part of a skill of a Customer Service Provider. In a company, perhaps, it's a necessary skill of a supervisor to handle subordinates. But in Customer Service, it is always the saying "the Customer is Always Right" that prevails.

Maybe times have changed. Maybe the corporate world is recognizing the monster that it will create out of the customers who know that they will always get their way. Good thing, the module has taught me the steps to improve professional assertiveness. I learned the balance between satisfying the customer (I may not give in to his demands, but I should handle it in an agreeable way) and keeping true to the company or personal policies (I should not compromise company policies).

Lastly, the second module taught me how to document the incidences of conflict. It is important so that it can be evaluated further and others would learn from it. The module pointed out tips on good writing. Luckily, I discovered that I have been guilty of camouflaged verbs and others. I've been writing for a long time and I didn't realize that I'm committing a number of crimes against writing. Well hopefully, next time, there would be none of that.