The Danger of No Communication

When I was seventeen, I hitchhiked from Kansas City to Denver overnight. When I arrived that morning, I decided to try to find a job right away. I planned to hitchhike to a shopping mall in hopes of finding work as a delivery person or doing some other form of manual labor. I’m standing at …

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Client Testimonial: Keynote Speaker and IT Customer Service Training

I just received a very nice testimonial from client Vince Tinnerello, CEO of Denver-based Anchor Network Solutions, Inc., a leading managed service provider. Vince attended two of my keynote presentations on IT customer service and asked me to deliver a one-day, comprehensive Compassionate Geek training program for his staff onsite at their offices in Denver. …

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11 Tips for Dealing with Authority Figures in IT Customer Service

As IT people, we work with people in nearly every part of an organization. That means we may have to support and work with people in positions of great authority such as police officers, executives, physicians, or attorneys. Sometimes, that can be uncomfortable or even intimidating. Many of the actions to use when dealing with …

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