How Labels and Painting in Broad Strokes Can Undermine Good Decisions

Humans have a need to use labels and categorize. It serves us well in terms of organizing our world. We know where to find items because we use categories to group, say, pencils and pens together in the same location. Look At Each Person Individually Other times, however, categories can cause problems. The best example …

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labels

Two Contrasting Approaches to IT Customer Service

When you think about it, there are really just two broad approaches to IT customer service. One involves protocols, policies, and scripts. This approach is often used by large organizations who want to ensure consistency of customer service throughout the organization. They provide extensive flow charts and scripts for every imaginable situation. They even provide …

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IT Customer Service

Automation Creep: How to Succeed in a Changing Job Market

In the 1940s, most elevators were manually operated and required an elevator operator to move people between floors in a building. Today, most elevators are self-operated by the passengers pushing buttons which correspond to their desired floor and there are not many jobs for elevator operators. The number of mail carriers dropped by ten percent …

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surviving automation creep

10 Tips to Help You Keep Your Cool When Everyone Around You is Really Hot (or Angry)

Those of us who work in IT, especially in technical support, often have to deal with people who are losing their cool. Maybe a printer failed at the worst time, maybe the network went down right in the middle of an important project, maybe a computer blue-screened right in the middle of a client demonstration. …

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Successful Communication Techniques for Technical People: Interview with Lisa Voso

Don Crawley: My guest today is Lisa Voso of Voso Impact, Inc. a communications and speech coaching firm. She works with executives and professional speakers on their communication skills including both their speech performance and their content development. She holds a master’s degree in communications and a law degree. She has participated in national speech …

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interpersonal communication for customer service

How to Turn Around a Failed Client Relationship

I received the following email from a reader concerning a failed client relationship. He agreed to let me share it with you. “Good Morning Mr. Crawley; As a fan of your book, “The Compassionate Geek,” I was hoping I could get your opinion on how to turn around a poor customer relationship. After several years …

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