Don’s Blog

5 Ways to Handle a Chatty Customer (Includes Video)

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We’ve all been there. Maybe it was with a customer, a friend, a colleague, or even a stranger. Whomever it was, they were talking your ear off! What’s the best way to handle a chatty customer or any overly talkative person? One of the problems is that we are often told, as part of customer […]

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How a Receptionist at One Company Torpedoed Job Applicants at Another Company

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When I was a manager, one of my best friends’ daughters was a receptionist at a competing company. Whenever I was thinking about hiring someone, I’d always check with her to see if that person had also applied for a job at her company and, if so, how they had treated her when they came

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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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How Labels and Painting in Broad Strokes Can Undermine Good Decisions

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Humans have a need to use labels and categorize. It serves us well in terms of organizing our world. We know where to find items because we use categories to group, say, pencils and pens together in the same location. Look At Each Person Individually Other times, however, categories can cause problems. The best example

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Two Contrasting Approaches to IT Customer Service

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When you think about it, there are really just two broad approaches to IT customer service. One involves protocols, policies, and scripts. This approach is often used by large organizations who want to ensure consistency of customer service throughout the organization. They provide extensive flow charts and scripts for every imaginable situation. They even provide

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