customer service

How to Show Respect

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Word of the Week: Respect The word of the week this week is respect. Respect comes in two forms. Probably, the most common way of thinking about respect is in how you feel about another person, based on their words and deeds. We often say that someone must earn respect. It’s internal, it’s about your […]

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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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5 Ways to Improve Your Customer Service Listening Skills

You already know that listening is one of the most important customer service skills, but it’s far more complex than simply hearing what your customer is saying. Effective listening is also about making the client feel heard. Here are five things you can do to improve your customer service listening skills in either face-to-face interactions

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What is Customer Service Compared to Customer Experience?

Customer experience has become a buzz word in recent years, with businesses prioritizing customer experience above all else to attract and retain loyal customers. If you’re in IT customer service, you might wonder how your job fits into this new business culture. What is customer service? What about customer experience? Here’s what you need to

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Customer Service Training Cheat Sheet for IT Pros: Handling Difficult Customers

Dealing with difficult customers is expected in IT. It’s your job to remain a friendly professional. Sometimes that’s easier said than done. Having a few strategic tricks up your sleeve makes all the difference between de-escalating an agitated client and causing the interaction to spiral out of control. Here are the customer service training tips

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Customer Service 101: The Appropriate Way to Communicate with An Angry Person

Nobody likes dealing with an angry customer. In IT, where you’re far more likely to interact with someone because things are going wrong rather than because things are going right, it’s inevitable. Part of providing exceptional customer service in the workplace is understanding how to de-escalate an upset customer. Here’s what you need to know.

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IT Customer Service: Improving Your Team’s Mindset

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

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