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Sometimes, it’s necessary to deliver bad news to a customer or end user. For example, an order might not be ready when it was promised, a project might end up costing more than was projected, or a software application might not be ready for installation according to schedule. Regardless of the nature of the bad […]
5 Rules for How to Deliver Bad News Read More »
The Importance of listening in business communication can not be overstated. In fact, one of the five principles of customer service success is to be a good listener. Good listeners don’t assume they know what a customer is going to say. They’re always respectful of a customer, even when the customer is saying something the
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What can you do if a customer is reluctant to try a new product? Customer care skills often hinge on being aware of the psychological and social needs of our customer or end-user. In a recent training session, several of the students (client service agents) talked about a user who might sound familiar to you.
If a Customer is Reluctant to Try a New Product: How to Support the Reluctant User Read More »
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Customer service basics: It’s common in a group of IT folks to tell stories about some of the crazy things our end users do. I’ve certainly told my share of such stories, but I think we often forget that no one is an expert on everything. When our end users sometimes ask questions that seem stupid,
A Customer Service Reminder: We’re All Clueless Sometimes Read More »
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Client insights and service tips: We don’t normally associate humor with a danger zone. In fact, I think lots of humor is key to living a fulfilling life. When my family gets together, we laugh, giggle, chortle, and guffaw like crazy people and we love it! So, are there times when humor is dangerous? Absolutely.
Call Center Articles: Humor in the Danger Zone: When Jokes Interfere with Our Job Read More »
I’m really excited! The book release party for the new edition of The Compassionate Geek is going to be at Lucid Lounge in the University District. This is the same Lucid Lounge that is host to Nerd Nites and frequent author readings (and they have fabulous cocktails, too). I can’t think of a better place
Book Release: Hobnob with the Elite Geeks of Seattle Read More »
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I spend a lot of time thinking about human relationships. After all, I write books and blogs on human relations, I teach human relations workshops and seminars for IT people, and it’s generally a big part of my life. I think a lot about how we get along, how we don’t get along, what makes
Success in Marriage and the Help Desk: Some of the Same Human Relations Concepts Apply Read More »