Complain Effectively Without Being a Jerk

Although in IT jobs, many of us frequently are on the receiving end of complaints, sometimes we’re the ones who need to complain. Perhaps there’s a problem with a server or some networking gear or perhaps there’s a problem with a co-worker. Regardless, there are right ways and wrong ways to complain. Here are some important …

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How to Complain Effectively

Empathy for a Frustrated Customer or End User, Even When You Can’t Relate

The use of empathy is a common theme throughout much of my writing and speaking. Our ability to empathize with our brothers and sisters of the human race allows us to connect with one another, to see the world through the other person’s eyes, and to try to understand their experience. Of course, it’s not …

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How to Show Empathy When You Can't Relate

How to Handle Customer Complaints in Three Practical Phases

Customer and end user complaints are a fact of life if you work on the help desk. They’re not limited, however, just to the help desk. All of us in IT at one time or another have to deal with complaints. Perhaps the complaints are from an end user or a customer, maybe they’re from …

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How to Handle Customer Complaints

Tech Skills or Customer Service Skills: Which is More Important?

Technical Skills Come First In any skilled field, whether it be information systems and technology, medicine, law, airplane maintenance, or any other skilled field, technical, professional, or otherwise, you simply must have technical skills in order to do the job. We certainly wouldn’t want a surgeon with limited ability performing surgeries nor would we want …

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Tech Skills or People Skills

How to Deal with an Irate Customer or End User

Most people are reasonable most of the time. Occasionally, however, even reasonable people have meltdowns. Sometimes, unfortunately, we may also have to deal with someone who is a jerk. Regardless, it’s not easy to deal with an irate customer or end user and still provide good customer service. After a recent speech, an audience member …

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Irate Customer

How Compassionate Customer Service Can Improve Customer Satisfaction

In June of this year, I was privileged to be the keynote speaker at Automation Nation, an amazing IT conference produced by LabTech Software. After my speech, Aaron Huff of Ergos, a managed services firm in Houston, Texas, approached me to tell me how his company had successfully implemented the same concepts I write and …

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compassionate customer service

The Importance of the Business Mindset in IT Customer Service

I frequently receive calls and emails from potential clients who say something like this, “Our IT staff is filled with highly intelligent, very talented individuals who are great at solving technical problems, but they don’t understand that we’re a business.” Then, they’ll talk about how great the IT staff is with the technical aspects of …

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IT Customer Service and Business
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