The topic of this week’s class was Customer Service. Similar to what we did during boot camp, we were assigned into 3 groups and asked to identify the customer service blunders the manager of the video is guilty of committing. As consultants, we are part of the customer service industry. As consultants, we stand in the forefront of TLT and address any issues users may have in a timely fashion. The way we appear, act, interact and behave in front of users is all part of customer service.
For my help desk mentoring shift, Kayla started to allow me to reply to help desk emails. I realized how difficult it was to troubleshoot issues and how important details are in identifying and resolving the problem the user. For example, one of the emails I received plainly stated, “Can not log into VSS.” It is up to the consultant to guide the user into giving the proper information needed to address the issue, which was more difficult through email than in person. We have to carefully think about the right questions to ask, in the case of the example above, we will need more information such as whether user is on or off campus, what kind of platform is the user using, what is the error message, etc. We also spoke about the importance of proper email etiquette, as well as the usage of simple language rather than computer jargon, in a way easiest to understand for the user.