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Note: This blog post on career roadblocks is a transcript of an excerpt from my keynote speech How to be a Compassionate Geek. As we talk about the five principles, are there some roadblocks that might possibly get in your way? And the answer is, of course there are. There are many, but I’ve observed […]
Career Roadblocks On Your Way to Success Read More »
Dealing with difficult customers is expected in IT. It’s your job to remain a friendly professional. Sometimes that’s easier said than done. Having a few strategic tricks up your sleeve makes all the difference between de-escalating an agitated client and causing the interaction to spiral out of control. Here are the customer service training tips
Customer Service Training Cheat Sheet for IT Pros: Handling Difficult Customers Read More »
Nobody likes dealing with an angry customer. In IT, where you’re far more likely to interact with someone because things are going wrong rather than because things are going right, it’s inevitable. Part of providing exceptional customer service in the workplace is understanding how to de-escalate an upset customer. Here’s what you need to know.
Customer Service 101: The Appropriate Way to Communicate with An Angry Person Read More »
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Here’s how to lose a customer quickly! Hint: It’s about bad decisions by the customer service rep and business owner. It’s easy to avoid! I recently changed health insurance plans. My neighborhood pharmacy is covered by my new plan. I like to support local businesses and I know the owner of the shop, so I
How to Lose a Customer in 10 Minutes (Includes Video) Read More »
Technology has become an integral part of every facet of our culture and with the rising need for skilled support, the IT industry has taken off in ways that were unimaginable just a few years ago. IT customer service has become an industry in its own right, with large-scale operations replacing in-house teams, and customers
IT Customer Service: Improving Your Team’s Mindset Read More »
If you want to improve customer service in your IT department; tailor-made training is the best way to accomplish this. You don’t have to wait for your comprehensive training plan to be implemented to significantly improve your customers’ experience with IT. Coaching your team to prioritize seemingly small aspects of their interpersonal interactions makes a
Good Customer Service: 5 Simple Tips to Improve it Now Read More »
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This is a story about poor customer service. The salesperson left a voice message to tell me his assistant had given me inaccurate information and he wanted to correct what I’d been told about their service. He also sent an email, so I replied to his email with a time when I could talk. I
Give your IT team the tools they need to get along so they can work together, get things done, and take care of customers.