customer service skills

The Problem with Micro Digs and Insults in Teamwork

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We all know people who like to tease. Perhaps they tease about someone’s clothing, hairstyle, or choice of music. Maybe they toss seemingly harmless insults about a person’s work or the way they organize their desk. Perhaps they insult a person’s home state or country. Often, such digs and insults are said “in good fun”. […]

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Emotional Intelligence Training to Help Your Relationships at Work (Includes Video)

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Emotional intelligence training can help you make better decisions about how to deal with people problems at work. Have you ever wanted to tell your boss what you really think? Most of us, maybe all of us, have felt that way at one time or another. Some of us have even wanted to include a

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How to Handle IT Customer Service Calls

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When we’re on the phone with a customer, there are four important points which, when implemented correctly, help ensure a successful IT customer service interaction. Watch the video to see examples both of how to and how not to handle an IT customer service call. The four points are: Fix the Problem to the User’s

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How to Answer the Telephone in IT Customer Service

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This seems so simple and so obvious, yet I continue hearing people answer the telephone the wrong way. It’s just like your parents said: You have only one chance to make a good first impression. The manner in which you answer phone calls is what creates that first impression. Do it right and the call

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How to Handle Other People’s Emotions When You Just Can’t Relate

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Sometimes we encounter people who are experiencing emotions and we just can’t relate. Perhaps we encounter a customer or end user who is excited about something and we think to ourselves it’s no big deal. Maybe the other person is sad and we don’t think whatever it was that caused the sadness was that big

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Three Roadblocks to Success with People

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In working to build successful IT careers, there are many roadblocks that can get in the way of our success. I want to focus on three in particular in this blog post. These three roadblocks get in the way of success in our relationships with other people. They are self-defeating, they can undermine even the

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