customer service on the phone

How to Deal with a Customer Service Question (Answer It!)

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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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Positive Customer Choices When Choices Are Limited

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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 Systems

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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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Simple Self-Improvement Steps to Being Even Better Than You Already Are

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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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The Dangers of Jargon

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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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The Importance of Following Up on a Hall Conference

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Most of us have had hall conferences at work. You know, that time when you see someone in the hallway at work and discuss a project or maybe some upcoming workplace changes. We chat for a few minutes and then go about our business. Then, maybe a week later, the other person takes some action

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Why You Must Never Discuss Other Customers in Front of a Customer

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Here’s a basic principle of customer service: Don’t talk about other customers in front of a customer, unless it’s speaking positively of something the other customer is doing. Even then, your current customer might take it the wrong way and think you’re comparing her or him to other customers. The Focus Must be on the

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