customer service in it

IT Customer Experience Like a Michelin-Starred Restaurant

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I’d heard about Le Violon d’Ingres, a Michelin-starred restaurant near the Eiffel Tower in Paris, France. One of my foodie friends described his meal there as the best dining experience of his life. So my friend Shea and I agreed to meet there for lunch. We set the meeting time for noon. I planned to […]

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What Compassionate Customer Service is NOT

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In a recent corporate training session, I spoke with the group about compassionate customer service. Cindy sat on the front row. She was friendly and professional with me, but shortly into the session, she said, “I don’t get it. I act professionally around my users and I’m efficient. Why do I need to be “buddy-buddy”

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How to Practice Gratitude: The Life-Changing Power of Sincere Gratitude

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The United States’ holiday Thanksgiving is coming up shortly. It’s a day when we express our thanks for the gifts we’ve been given, spend time with our families, watch American football, and eat ourselves into oblivion. This is also a time to reflect on how to practice gratitude. Sincere Gratitude It’s also an opportunity for

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What is Customer Service Compared to Customer Experience?

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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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What it Means to be Patient with End-Users (Includes Video)

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When we ask about the important characteristics of customer service providers, IT or otherwise, one of the most common answers is patience. People who are receiving customer service want the provider to be patient. Similarly, one of the most common complaints is that customer service providers aren’t patient with end-users and other customers. In this

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Career Roadblocks On Your Way to Success

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Note: This blog post on career roadblocks is a transcript of an excerpt from my keynote speech How to be a Compassionate Geek. As we talk about the five principles, are there some roadblocks that might possibly get in your way? And the answer is, of course there are. There are many, but I’ve observed

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How to Lose a Customer in 10 Minutes (Includes Video)

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Here’s how to lose a customer quickly! Hint: It’s about bad decisions by the customer service rep and business owner. It’s easy to avoid! I recently changed health insurance plans. My neighborhood pharmacy is covered by my new plan. I like to support local businesses and I know the owner of the shop, so I

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