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Understanding True Intent of End Users and Other Customers

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My audience member, Josh, was driving home from work when a speeding car came up behind him. The driver was aggressively dodging in and out of traffic. He tailgated Josh’s car before an opening came up and he swerved around Josh. He was driving like a crazy person. Josh reached out the window gave the […]

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Volunteer as a Means to Enhance Customer Service

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Why is it that some people are always volunteering? They volunteer at the hospital, at the food pantry, the animal shelter, or the soup kitchen. They provide rides for people who need them. They help an elderly neighbor. They go shopping for a single mom. They help clean up litter in the park. The list

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Self-Improvement: Honing Your Skills

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In his landmark book The Seven Habits of Highly Effective People, the late author Stephen Covey identifies habit number seven as sharpening the saw. By that, he means working on self-improvement. More specifically, he means “having a balanced program for self-renewal in the four areas of your life: physical, social/emotional, mental, and spiritual.” Self-Improvement One

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Setting Customer Expectations

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Janet, my wife, and I were traveling with friends through Groveland, California, home to the Iron Door Saloon, which claims to be the oldest saloon in the state of California. We’re suckers for anything that describes itself as the oldest or the first in its category, so we stopped in for lunch. The saloon was

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The DLL Stress Management Tool for IT Pros

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My friend Karim has a long commute and he’s noticed that drivers have become more aggressive over the past few years. He found himself feeling stress and getting frustrated from it. He mentioned his frustration to his family and his 13-year-old daughter told him “Dad, DLL.” Now, you and I, as technologists probably associate DLL

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Personal Change Management: When Management Makes Changes

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The workplace is constantly changing and, as such, needs your personal change management. Certainly, some workplaces are more in a state of flux than others, but nearly every workplace undergoes constant change. Sometimes, you like the changes. Other times, not so much. What can you do when you disagree with the changes? Personal Change Management

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Customer Knowledge: How to Know How Much They Know (Your Customers, That Is)

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You may have heard me talk about how I like model railroading. There’s an electric train store in Seattle where the staff is knowledgeable, friendly, and helpful. I buy things from them even when I can get them cheaper online because they’re so helpful and I like them. (That’s a whole other lesson!) There is,

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