The Single Most Important Customer Service Skill for Help Desk (and other IT) Staffers

In November of 2011, I uploaded a video to my YouTube channel titled The Four All-Star Traits of the Customer Service Masters, in which I described four characteristics I observed in people who were very good at supporting customers and end users. Since then, I’ve worked with IT people, including help desk staff, at many different …

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Technical Customer Service

Going Too Far with Authenticity

Is it possible to be too authentic? In the last two blog posts and podcasts, we’ve talked about the importance of authenticity, the importance of being real. Authenticity has become another popular buzzword in today’s business world and even in society in general. The idea of being authentic in relationships, both business and personal, is …

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authenticity at work and in customer service
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