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a blog by Don R. Crawley

Keynote Speaker on
IT Customer Service and Compassion

Bringing humanity into the world of technology

CALL: (206) 988-5858


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Technology has become an integral part of every facet of our culture and with the rising need for skilled support, the IT industry has taken off in ways that were unimaginable just a few years ago. IT customer service has become an industry in its own right, with large-scale operations replacing in-house teams, and customers expect near-instant solutions to their problems.

With so much competition, it’s more important than ever for your team to stand out for all the right reasons. What sets a successful team apart is their customer service mindset.

Three Ways to Improve Your Group’s IT Customer Service Mindset

Foster a Team Mentality

You call your employees a team, but does it really feel like one? Often in IT, employees work independently and easily become isolated from one another.

To combat this natural tendency, be intentional about building bridges among your employees. Structure work assignments to encourage real collaboration between team members in the workplace, build cohesion through carefully-chosen team-building activities and give employees the opportunity to publicly recognize the good work of others.

Build a Positive Work Environment

Research shows that a positive team environment results in increased work productivity, improved job satisfaction, and better employee retention. A positive work culture trickles from the top down, so it starts with you – the manager.

Make an effort to develop one-on-one relationships with each of your employees and help them feel valued in a way that’s meaningful to them as an individual. Recognize their strengths and support their efforts to innovate and improve the way they do their job. When you encounter a difficult situation don’t dwell on things you can’t control, instead work from a solution-focused mindset. When your team members come to you with similar circumstances, practice empathy while reframing the scenario into a problem-solving opportunity.

Create a Culture of Service

Your team members probably didn’t enter the IT industry because they wanted to provide exceptional customer service. They did it because they love technology, are skilled at troubleshooting, or have a natural affinity for the job. It takes intentional effort to help your employees understand that customer service skills are just as critical as technical skills to do their job well.

Words are powerful; shifting to a service mindset starts with simple messaging. Coach your IT customer service staff to replace questions like “What’s the problem?” with “How can I help?” Reinforce the idea that your team’s efforts do not occur in a vacuum and are critical to supporting the greater organizational mission. Explain that their technical skills are not simply solving a software problem but offering tangible relief to a customer who can’t solve their own.

IT Customer Service Training

Your team already has the technical skills – now give them the customer service skills they need to be truly exceptional! Compassionate Geek’s online training courses were developed by IT professionals for IT professionals and are ideal to help equip your employees with the interpersonal skills they need to enhance their job performance and take your department to the next level. They’re also a great onboarding tool for new employees. Learn more now!

Compassionate Geek Online Customer Service Training


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