I'm a student at the Maldives College of Higher Education, doing my degree in Information Technology. This course contains a lot of business related subjects that I find very hard to learn. One of the subjects is called Help desk and Service Provision. There are other business related subjects such as IT Management, Project Management, Management and Organisation, Business Mathematics, Information Management, and IT Management.

The problem with these subjects is that they are so full of theory. I'm very good with computer programming, and I managed to get higher distinctions in all the programming subjects so far. I'm also very good with databases. But when it comes to business subjects such as Help Desk and Service Provision, it is a major disappointment. That is why I searched the internet about it and found askmehelpdesk.com . Do you have suggestions about these business subjects?

I also need skills such as report writing skills, skills of making business cases, skills of doing surveys and presentation skills.

Oh and I forgot. I was searching about the topics of customer retention and customer segmentation. Any suggestions?

I read through your post twice and still don't know what you want. Do you want more experience in or practical applications of those things? How could we out here in cyberspace help you?

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Originally Posted by Wondergirl

I read through your post twice and still don't know what you want. Do you want more experience in or practical applications of those things? How could we out here in cyberspace help you?

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I need more information about customer retention. It is one of the topics in Help Desk and Service Provision module.

If you Google "customer retention" or "help desk customer retention" (without quote marks) or similar groups of key words, you will get all sorts of information.

One of my best friends is a programmer. She gets such a thrill from her work. Then, when I have a question, she can explain code and how a program is designed. And how that design pertains to my usage.

I asked her why so many computer-savvy people aren't able to explain their work. She answered, that computers are linear, like math. Many people are not. To explain what you are good at, in language, requires non-linear ability.

I hear your troubles with all the theory being presented. Yeah, boring... Is there someone you can study with who is great at communication? A good teacher talks with you.

Help desk and customer keeping, another friend of mine works at Microsoft. They were paying an outside company an enormous amount of money to take all of the tech. questions. She took a close look at what their policy was.

She created one change:
The outside company only got paid when a customer was able to solve a problem with the help. No longer could they demand X money because they had taken so many calls.

The result was a significantly lower bill and far more satisfied customers. The outside company was forced to be more efficient to continue making money.