How to Choose the Best Communication Method When Dealing with a Customer

Is email still the best communication choice for business? 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? Slack? What about an …

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IT customer service communication

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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IT customer service book

The Importance of Assessing Customer Competence

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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customer competence
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