End Users and Customers Are People First

In an earlier video, I talked about the four traits of the customer service masters. They are compassion, empathy, good listening skills, and an ability to treat all people with respect. Within every organization, there are certain people who seem to have an intuitive ability to treat their customers well, using the four traits of …

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Technical Customer Service

The Problem with “Not My Problem”: How Teamwork Solves Problems

One of the worst feelings in the world is the sense that you’re all alone and there’s no one who can or will help you. That’s close to how some people feel when they approach one of us in IT with a problem. They may be embarrassed or feel ignorant because of the type of …

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Being helpful

How to Troubleshoot Nearly Anything

“The trouble with troubleshooting is sometimes trouble shoots back.” –unknown Troubleshooting is not just a part of an IT career, it’s a part of life. The ability to troubleshoot a wide range of problems is one of the most valuable skills you can develop, not only for problems at work, but also for problems at …

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how to troubleshoot

Five Critical Customer Service Mistakes

Customer service work can be a tough job, whether we’re supporting computer users or retail customers. Some common mistakes, which can be easily avoided, will undermine the customer service experience. Here are five common mistakes guaranteed to ruin customer service experiences and kill good customer service: We seem like we don’t care. Support situations can …

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bad customer service

What to Do When You Don’t Know the Answer to Customer Questions

No one knows everything, but sometimes it feels like we’re expected to know the answer to every question a customer asks. It’s not, however, our ability to answer every question that matters as much as our ability to handle every question with grace and aplomb and ultimately provide a complete and accurate answer. I recently …

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customer service tips
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