Month: September 2016

Customer Communication: What’s the Best Way?

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When it comes to customer communication, is email still the best communication choice? What about texting? Or chat? Or on the phone? What about Skype or other Internet video calling options? Maybe you should just go see the other person in person? Oh wait, there’s always Snapchat. Or what about Twitter? Facebook Messenger? WhatsApp? Hangouts? […]

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Seeing My New IT Customer Service Book for the First Time

A few minutes ago, the dog started barking like crazy which usually means someone’s at the front door or a package has been delivered. I went running upstairs to see what it was and discovered it was the first shipment of my new book The 5 Principles of IT Customer Service Success. I started to open

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The Importance of Assessing Customer Competence

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We’re all been there. We’ve called some company for technical support after we’ve performed a long list of troubleshooting steps, only to have the tech support rep ask us to repeat all of the steps. Of course, the support rep is probably just following a script or a required checklist. We all understand it. It’s

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