The Compassionate Geek Blog

Blog posts on how to master the art of customer service, especially for technical staff.

4 Simple Ways to Improve Communication Skills with Customers

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It’s more important now than ever to improve your communication skills with customers. Your customer communication strategy, corporate or personal, must include being intentional about improving communication. I recently opened service tickets with two vendors asking how to accomplish a task with their products. One is a VOIP softphone, and the other a web-based marketing […]

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A Solution for Poor Customer Service

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This is a story with a simple solution for poor customer service. I like word puzzles. The New York Times puzzles are an ongoing distraction for me, whether it’s a crossword puzzle or their accursed spelling bee. There’s even one called Vertex, which is a mindless connect-the-dots puzzle. Their puzzles are well-designed and thought-provoking (except

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How to Improve Your Emotional Intelligence for Great Relationships

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In a breakout session on how to improve your emotional intelligence at IT Nation Explore, an attendee commented, “You say to avoid saying things like, ‘You make me so happy’ or ‘you make me so angry’ because it gives power to the other person. Yet, you also say to be assertive and tell the other

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Prime Time Management

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The 4 Quadrants of Urgency and Importance How is your time management? Are you spending your time on activities that are important or are you wasting your time on activities that don’t matter? Author Stephen Covey’s urgency/importance four-quadrant time management model is a powerful tool you can use to prioritize how you spend your time.

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Technician’s Checklist for Customer Support

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This technician’s checklist is for anyone in customer support who responds to service tickets and requests. It’s also for anyone who deals with end-users, other customers, and coworkers. When preparing to respond to a support ticket or service request, even an informal one, be sure to go through the following checklist. IT Customer Support is

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When Clients Bypass Customer Support Systems

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We build customer support systems to take excellent care of our customers, but some clients just want to go around them. Does this sound familiar? Bypassing Customer Support Systems Terry, an owner of a mid-sized MSP wrote: “I’m wondering if you have anything on voicemail, specifically an outbound voicemail message on the owner’s mobile or

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