Throughout this unit, you will learn about the importance of continually improving your personal technology knowledge and skills, and practice your...

Throughout this unit, you will learn about the importance of continually improving your personal technology knowledge and skills, and practice your applications. This is important to an organization because when IT customer service is properly utilized, it will help to make them successful. .

Discussion Instructions

. Take notes while you watch the video on what you see and note any questions that you have about the content.

Video Synopsis: Technology is changing the world of customer service. With the ease of access to products, services and information via a variety of electronic tools, customers have come to expect service 365 days a years, 24 hours a day, 7 days a week. Organizations that do not provide this level of service usually fall by the wayside as competitors step in to steal customers.

Characters: Joe (office worker); Nick (supervisor; internal customer).

Once you have reviewed the short video draft an initial response to the questions below and then return to this discussion again later in the week to participate actively in this discussion. Discussion responses should be from the perspective of a customer service representative. Remember to use your textbook and other academic resources to justify your responses.

Discussion Questions

1. From a customer service perspective what did Joe do well when dealing with his boss (Nick)?
2. From a customer service perspective, what could Joe have done differently when dealing with Nick?