Prime Time Management

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The 4 Quadrants of Urgency and Importance How is your time management? Are you spending your time on activities that are important or are you wasting your time on activities that don’t matter? Author Stephen Covey’s urgency/importance four-quadrant time management model is a powerful tool you can use to prioritize how you spend your time. …

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4 quadrants of time management

Technicians Checklist for Customer Support

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This technicians checklist is for anyone who responds to service tickets and requests. It’s also for anyone who deals with end-users, other customers, and coworkers. When preparing to respond to a support ticket or service request, even an informal one, be sure to go through the following checklist. IT Customer Service is More Than Just …

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When Clients Bypass Customer Support Systems

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Bypassing Customer Support Systems We build customer support systems to take excellent care of our customers, but some clients just want to go around them. Does this sound familiar? Terry, an owner of a mid-sized MSP wrote: “I’m wondering if you have anything on voicemail, specifically an outbound voicemail message on the owner’s mobile or …

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help desk training; customer support systems

How to Handle an Angry or Abusive Customer

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For most of us, dealing with an angry or abusive customer is upsetting, even nerve-wracking. Still, sometimes it happens. When you know how to handle an angry customer, you can turn situations around, save relationships, and keep your stress levels under control. Here are five critical success factors in dealing with difficult customers (or anybody …

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How to Deal with Inappropriate Behavior

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Two years ago, I had to deal with inappropriate behavior toward me by a colleague in my professional association. I found the experience demeaning, disrespectful, and confusing. It still weighs heavily on my mind. I did nothing to encourage the bad behavior by the other person, but it left me wanting to avoid attending meetings …

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Inspiration and Perseverance in a Time of COVID

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Are you bombarded with promotions for webinars telling you how to deal with these crazy times? Yeah, me too. I could use some inspiration, so today, I’m taking a different approach with the Compassionate Geek blog and podcast. I’m offering uplifting stories about people, both ordinary and extraordinary, and their resilience in the face of …

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