customer service tips

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?

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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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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