The Difference Between Customer Service and Customer Experience

Customer experience has become a buzz word in recent years, with businesses prioritizing customer experience above all else to attract and retain loyal customers. If you’re in IT customer service, you might wonder how your job fits into this new business culture. Here’s what you need to know about the relationship between customer experience and …

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How to be More Patient with End-Users

When we ask about the important characteristics of customer service providers, IT or otherwise, one of the most common answers is patience. People who are receiving customer service want the provider to be patient. Similarly, one of the most common complaints is that customer service providers aren’t patient with end-users and other customers. Hey, it’s …

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patence is a virtue

5 Major IT Customer Service Mistakes to Avoid

Successfully serving a customer involves more than simply solving their problem. You want them to walk away from the experience with their issue resolved and feeling satisfied, grateful, and relieved. Creating this type of experience can be especially difficult in IT customer service, where customers feel particularly vulnerable because of their lack of technological expertise. …

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Career Roadblocks On Your Way to Success

Note: This blog post on career roadblocks is a transcript of an excerpt from my keynote speech How to be a Compassionate Geek. As we talk about the five principles, are there some roadblocks that might possibly get in your way? And the answer is, of course there are. There are many, but I’ve observed …

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roadblocks to success

Customer Service Training Cheat Sheet for IT Pros: Handling Difficult Customers

Dealing with difficult customers is expected in IT. It’s your job to remain a friendly professional. Sometimes that’s easier said than done. Having a few strategic tricks up your sleeve makes all the difference between de-escalating an agitated client and causing the interaction to spiral out of control. Here are the customer service training tips …

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Customer Service Training Cheat Sheet for IT Pros: Handling Difficult Customers

Customer Service 101: The Appropriate Way to Communicate with An Angry Person

Nobody likes dealing with an angry customer. In IT, where you’re far more likely to interact with someone because things are going wrong rather than because things are going right, it’s inevitable. Part of providing exceptional customer service in the workplace is understanding how to de-escalate an upset customer. Here’s what you need to know. …

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