In the first fifty hours of my internship I was taught about the importance of customer service and how to properly handle clients. Where I currently work we handle thousands of students and staff that need requests to be handled as soon as possible. All of these forms of request come through phone, email, Microsoft Teams and the ServiceNow platform. We try to achieve a turnaround time of about one hour to give our clients fast and efficient troubleshooting services. Being the main help desk for the Old Dominion Division of Digital Learning has been a great experience with learning how to get tasks done fast while monitoring other factors.

I have been given the privilege of answering the phone after my training was done. Customer service was stressed during the training in order to make sure that the client is fully satisfied and comfortable while the task is being completed. During my first interaction of customer service I was tasked with finding some missing videos that had not appeared on their respective launch pages. During this conversation I made sure to tell the customer that the problem would be solved within a timely manner. I asked for an email address to provide a follow up email when the task was done. While doing the task of finding this video I also still had to monitor the organization’s network. I found the video in about five minutes which is an exceptional turnaround time compared to our standard and followed up with an email to the client. The client said that everything was correct and thanked me for the service.

Learning customer service has made me more comfortable with talking to customers and being able to deliver what they need in a timely manner. I have enjoyed the new experiences with learning new systems and ways to work in this program. There will certainly be more to come as I’m about to start training on more tasks in the near future.