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Sometimes, it’s necessary to deliver bad news to a customer or end user. For example, an order might not be ready when it was promised, a project might end up costing more than was projected, or a software application might not be ready for installation according to schedule. Regardless of the nature of the bad […]
5 Rules for How to Deliver Bad News Read More »
The Importance of listening in business communication can not be overstated. In fact, one of the five principles of customer service success is to be a good listener. Good listeners don’t assume they know what a customer is going to say. They’re always respectful of a customer, even when the customer is saying something the
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Client insights and service tips: We don’t normally associate humor with a danger zone. In fact, I think lots of humor is key to living a fulfilling life. When my family gets together, we laugh, giggle, chortle, and guffaw like crazy people and we love it! So, are there times when humor is dangerous? Absolutely.
Call Center Articles: Humor in the Danger Zone: When Jokes Interfere with Our Job Read More »
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I spend a lot of time thinking about human relationships. After all, I write books and blogs on human relations, I teach human relations workshops and seminars for IT people, and it’s generally a big part of my life. I think a lot about how we get along, how we don’t get along, what makes
Success in Marriage and the Help Desk: Some of the Same Human Relations Concepts Apply Read More »
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I recently spoke with a client who is concerned about how some of his staff members speak to CEOs. He owns an IT consulting firm with a variety of clients and is worried about his consultants’ communication skills. His consultants are required to interact with various individuals both on the phone and at client locations. He is concerned that some of the consultants’ language choices are inappropriate for dealing with clients, especially when the client in question is a C-level executive.
How to Talk to a CEO; Professional Communication Skills for the Helpdesk Read More »
I read an article recently that mentioned how actors, when describing another actor’s performance, frequently use the word brilliant. In fact, the writer commented on how rare it is for the word brilliant to not be used in the description of a performance.
Those Superlatives Are Simply Brilliant! Sheer Genius! (Or Are They?) Read More »
Whether we work on the help desk or in some other customer service capacity, or even if we don’t work in customer service at all, we sometimes have to deal with people who are angry. I’ve created a customer service training video based on this blog post and the rest of the post is just below the video.
How to Respond to an Angry Customer Read More »