Podcast: Play in new window | Download
Subscribe Now Apple Podcasts | RSS
During our trip to India, we met Narendra Singh, who was often the morning host in our hotel’s restaurant in Noida, a suburb of Delhi. Narendra was always pleasant and helpful. He seemed to anticipate our needs. I asked him about his motivation to do his job so well. Caring is a Passion, Not a […]
IT Customer Service and the 3 Ps Read More »
Podcast: Play in new window | Download
Subscribe Now Apple Podcasts | RSS
My wife, Janet, and I were honored recently to be able to spend a short time in the country of India. While there, we were deeply moved by the gracious hospitality of the people we encountered. Three different hosts explained to us a Sanskrit verse, which is “Atithi Devo Bhava.” Atithi Devo Bhava is taken
Treating Guests (and Customers) Like God Read More »
Podcast: Play in new window | Download
Subscribe Now Apple Podcasts | RSS
I’m in the midst of a plumbing project. You probably know that most plumbing projects require three trips to the hardware store. I’m on my first trip. I’m holding a part which I’m trying to install to show the clerk what I’m trying to do. A second clerk walks up right in the middle of
Listening Skills as a Critical Part of IT Customer Service Read More »
Podcast: Play in new window | Download
Subscribe Now Apple Podcasts | RSS
Although in IT jobs, many of us frequently are on the receiving end of complaints, sometimes we’re the ones who need to complain. Perhaps there’s a problem with a server or some networking gear or perhaps there’s a problem with a co-worker. Regardless, there are right ways and wrong ways to complain. Here are some important
Complain Effectively Without Being a Jerk Read More »
Podcast: Play in new window | Download
Subscribe Now Apple Podcasts | RSS
The use of empathy is a common theme throughout much of my writing and speaking. Our ability to empathize with our brothers and sisters of the human race allows us to connect with one another, to see the world through the other person’s eyes, and to try to understand their experience. Of course, it’s not
Empathy for a Frustrated Customer or End User, Even When You Can’t Relate Read More »
Podcast: Play in new window | Download
Subscribe Now Apple Podcasts | RSS
Customer and end user complaints are a fact of life if you work on the help desk. They’re not limited, however, just to the help desk. All of us in IT at one time or another have to deal with complaints. Perhaps the complaints are from an end user or a customer, maybe they’re from
How to Handle Customer Complaints in Three Practical Phases Read More »
Podcast: Play in new window | Download
Subscribe Now Apple Podcasts | RSS
Technical Skills Come First In any skilled field, whether it be information systems and technology, medicine, law, airplane maintenance, or any other skilled field, technical, professional, or otherwise, you simply must have technical skills in order to do the job. We certainly wouldn’t want a surgeon with limited ability performing surgeries nor would we want
Tech Skills or Customer Service Skills: Which is More Important? (Includes Video) Read More »
Give your IT team the tools they need to get along so they can work together, get things done, and take care of customers.