Technical Competence: How Much is Enough?

The first principle of IT customer service is deep technical competence. Often, I get asked how much technical competence is enough? The answer is in two parts. Deep Technical Skills are Required The first part is that you must have deep enough technical skills to fulfill your job description. Obviously, that’s going to vary from …

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technical competence

IT Customer Service Reading Recommendations

Many times, clients ask me for recommendations on how to keep the training evergreen. They invite me to visit their location to give a talk or training on IT customer service and they want to continue the momentum started with my visit. Start a Customer Service Book Club I frequently recommend they start a book …

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IT Customer Service and the 3 Ps

During our trip to India, we met Narendra Singh, who was often the morning host in our hotel’s restaurant in Noida, a suburb of Delhi. Narendra was always pleasant and helpful. He seemed to anticipate our needs. I asked him about his motivation to do his job so well. Caring is a Passion, Not a …

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IT customer service
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