IT Customer Service 101: Why You Should Never Argue With a Customer

Every IT customer service professional encounters, at one time or another, the customer who is wrong. The one who operated with incorrect information, failed to follow instructions, or simply made a mistake. The customer may make excuses or place incorrect blame, and as an IT professional you will have to make a choice: correct the …

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The Life-Changing Power of Sincere Gratitude

The United States’ holiday Thanksgiving is coming up shortly. It’s a day when we express our thanks for the gifts we’ve been given, spend time with our families, watch American football, and eat ourselves into oblivion. Sincere Gratitude It’s also an opportunity for me to talk about how sincere gratitude can change your own life. …

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gratitude and thanksgiving

The Problem with “Not My Problem”

My client was frustrated with team members who were brusque with end-users. These particular team members didn’t support paying customers, they supported an internal engineering team. They didn’t see their end-users as customers. In fact, their behavior toward their end-users was almost like older siblings would treat a pesky little brother or sister. They would …

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not my problem
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