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You know how sometimes you’re receiving technical support in a customer support chat session and the rep tries to make small talk at the start of the session? Maybe they ask how you’re doing or how your day is going. Is it just me, or does that make you crazy, too? It’s Different in a […]
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Have you ever asked a customer service question and received an answer that wasn’t even close to what you were asking about? Maybe it was somewhat related, but it felt like the rep wasn’t really paying attention to what you wanted. Just Answer Customer Service Questions I recently was in a chat session with a
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My friends arrived at the theme park with only about two hours before they had to leave to catch a flight. They knew they would have limited customer choices. They explained their situation to the customer service agent and asked what they could do in the park in two hours. The customer service agent instead
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The real problem with customer service is that many systems are designed by people who apparently don’t ever use them. I’ve stayed at many hotels during my career as a professional speaker. In some of them, I wondered if the managers of the hotels had ever tried spending the night in one of the rooms.
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Here’s an obvious statement: Conflict is a fact of life, especially at work. Conflict management training teaches you how best to deal with conflict. You have to deal with it, even if your choice is to avoid it. Conflict resolution involves negotiating skills, empathy, listening, compassion, and treating all parties with dignity and respect. Successful
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You and I may have never met, but I know something about you. I know that you’re committed to self-improvement, otherwise you wouldn’t be reading this blog post. Sometimes, the process of self-improvement can seem overwhelming. You know, “Should I take up yoga? Learn a new language? Start an exercise regimen? Learn to play an
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A common complaint among end users is that we, in IT, use technical jargon when explaining problems. It’s similar to your doctor using lots of medical jargon. It may be accurate, but unless you understand the jargon, it’s a waste of time. It can even come across as condescending. Of course, different people have different
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