Your Life Matters and Relationships Matter

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UPDATE ON RELATIONSHIPS: I just learned that my friend Reggie Watkins died of COVID-19 and that my friend Ray Benson is terribly sick with this awful virus. That news makes this week’s blog post more timely than ever. Please, read on… My friend Roger is 87. He’s in great shape, both mentally and physically. Before …

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relationships matter

How to Cope with the Stress When the Whole World is Upside Down

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Stress, when untreated, can kill you. That’s why it’s important to learn how to cope with the stress. Stress can cause heart attacks, strokes, a compromised immune system, diabetes, and obesity. It can cause headaches, fatigue, sleep problems, anxiety, irritability, and anger. It can undermine relationships (personal and professional), and it can bring on depression. …

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embarrassed and humiliated

New Employee Orientation Process for Onboarding IT Teams

You understand that customer service training is important for new employee orientation for IT professionals, but you can’t simply send your team to training and expect them to appreciate its value. Onboarding is a critical part of the process and helps your employees buy into the concept that customer service skills are necessary to succeed …

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new employee orientation

Caring for Customers Like Amazon Does

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People have strong opinions about Amazon. Regardless of how you feel about Amazon, they are focused on caring for customers. You may have heard the quote about Amazon, “We aim to be Earth’s most customer centric company.” I had an experience with Amazon that clearly demonstrated why I would choose to do business with Amazon …

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What is an Active Listener: The Fine Art of Listening Well

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What is an active listener? In short, an active listener is engaged with the speaker. They ask relevant quetions, the avoid passing judgment until the speaker is finished, the give physical cues that they’re listening, and they make the speaker feel heard and respected. Listening Well It’s 1970, I’m sixteen years old and in love …

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How to be a better listener

5 Ways to Improve Your Customer Service Listening Skills

You already know that listening is one of the most important customer service skills, but it’s far more complex than simply hearing what your customer is saying. Effective listening is also about making the client feel heard. Here are five things you can do to improve your customer service listening skills in either face-to-face interactions …

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How to Manage Your Own Emotions

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Emotional Intelligence can make the difference between having a successful career in IT and struggling in your career. Successfully managing emotions can also make the difference between having successful personal relationships and struggling in relationships. One of the four domains of Emotional Intelligence is Self-Awareness. Here are keys to recognizing emotions in yourself: Check your …

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How to deliver bad news
Online Customer Service Training That Gets Results

Give your IT team the skills they need to serve customers at the highest level. All while improving productivity and creating a culture of compassion.

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