WEEK 12 : TRAITS OF COUSTOMER & ERGONOMICS PRACTICE POSTER

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 Assalamualaikum🙈


Unbeknownst to us, we are already in week 12. For this week our topic is a new topic which is CHAPTER 4: IT Professionals & Ethics. Below I will list the subtopics that we have learned in our online class.

The subtopics of Part 1 is :

  • COMMUNICATION SKILL AND IT PROFESSIONAL
  • COMMUNICATION SKILLS
  • TROUBLESHOOTING AND PROFESSIONAL BEHAVIOUR

Part 2 is :

  • COMMUNICATION SKILLS TO DETERMINE CUSTOMER PROBLEMS
  • SHOW PROFESSIONAL BEHAVIOR WITH CUSTOMER
  • KEEPING THE CUSTOMER FOCUSED ON THE PROBLEM AND USE PROPER NETIQUETTE.

Part 3 is :

  • TIME AND STRESS MANAGEMENT TECHNIQUE
  • SERVICE LEVEL AGGREEMENTS (SLA) AND BUSINESS POLICIES.

First Class in the 12th week.

Alhamdulillah in this 12th week. I am very grateful to have a group that cooperates. so our first task this week was to fill in the features of the customer forum where we explained three methods of how to deal with and provided two communication dialogues between technicians and customers to manage calls from customers according to the following types  :

  • Talkative Customer 
  • Rude Customer
  • Angry Customer
  • Knowledgable Customer
  • Inexperienced Customer 

Narrative reporting is done in groups of five. Alhamdullillah, our good teamwork made us able to complete the task in a short time. Also, all my teammates always cooperate fully. The next activity is drawing comics based on the dialogue we have created before. So below is the Dialogue from our Group.

Talkative Customer 


Rude Customer


Angry Customer


Knowledgable Customer


Inexperienced Customer


Second class in the 12th week.

Our lecturer, Dr Fiz did not enter the class because Dr Fiz served as a Jury Seminar for NTREND Research by Ledang Community College until 1:00. So We just did the job he left at Cidos. His job is to hand over customer call management (CCM) comic activities. After that, we had to make an ergonomic training poster, where we used a Canva A3 consisting of 5 features of ergonomic workstations :

  1. Desk layout
  2. Headset and phone
  3. Chair
  4. Monitor
  5. Keyboard

 


In general, I really enjoyed this week’s lesson, where we learned how to deal with different types of customers. I think it will be very useful if I work in a related field in the future, because I already know and learn about customer psychology. What I like most is the second class because through the poster I only understand the atmosphere that will be faced during work later


Last word for this week.

"Don’t be afraid to move, because the distance of 1000 miles starts by a single step."

To my teammates, never be afraid to keep going because one step towards goodness will be able to give us real success in the future. may we continue to be strong to spend life with knowledge.

Do not give up, fight until the finish line💞

Lot's of love by Nisaa💕

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