February 25, 2014

During my shadowing session with Diane, we learned about the proper way to answer phone calls.  One responsibility of being a Student Technician is to answer phone calls. It may seem easy but it is not.

I am very use to picking up phone calls but this time I felt nervous. The greeting was different, what to help the caller with is different and asking for information is different as well. Diane taught me proper phone etiquette and how I should be answering the phone calls as an intern and as a senior consultant.

This lesson taught me how to ask enough questions to make sure we help out the caller. I personally think it is very hard to help someone via phone when it comes to technology however as a student technician, that cannot be helped because the caller may be off campus. However, if the right questions were to be asked and communication is effective than the issue should be resolved.

In addition to phone calls, we went over Velero to make sure I understand what to do when I get a chat, how to answer and make sure I answer all incoming chats.