Module 4: A word on Vocabulary

Please read carefully.

Click the play button above and watch to the very end until the screen goes black.

Click the “Mark as Complete” button, when it turns green.

There is no quiz for this module.

Additional thoughts are always available on the ‘materials’ tab.

The final certification exam is made available on completion of all modules and quizes.


Helpdesk, service desk, customer service department… they are all kinds of terminology for similar functions.

Mark explains his use of vocabulary and context throughout the programme, to ensure there’s no misunderstandings.