He wanted a job where he could have opportunities to directly help people, so he is putting his degree in electrical engineering from the University of Maryland and his general computing expertise to work as an ITD consultant. Kram finds this work both challenging and rewarding. For example, callers may not want to hear that they need to get different software. You learn to adjust to it, but it's frustrating. Computing problems can be very frustrating for people, so providing good customer service is especially important.
Consultants try to stay relaxed under pressure so they can help their customers relax.
Ongoing Training Training is provided to help consultants meet the challenges they face. All new consultants are hired with a strong understanding of technology, but to ease new staff into their consultant role and ensure good customer service, three levels have been established. Each level is defined by certain criteria, including length of service, communication skills, and specific technical proficiencies. All consultants are encouraged to attend weekly training sessions, covering everything from customer service to evolving technologies. In fact, attendance at training sessions is a criterion for advancement.