customer support

How to Handle IT Customer Service Calls

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When we’re on the phone with a customer, there are four important points which, when implemented correctly, help ensure a successful IT customer service interaction. Watch the video to see examples both of how to and how not to handle an IT customer service call. The four points are: Fix the Problem to the User’s […]

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How to Answer the Telephone in IT Customer Service

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This seems so simple and so obvious, yet I continue hearing people answer the telephone the wrong way. It’s just like your parents said: You have only one chance to make a good first impression. The manner in which you answer phone calls is what creates that first impression. Do it right and the call

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How to Handle Other People’s Emotions When You Just Can’t Relate

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Sometimes we encounter people who are experiencing emotions and we just can’t relate. Perhaps we encounter a customer or end user who is excited about something and we think to ourselves it’s no big deal. Maybe the other person is sad and we don’t think whatever it was that caused the sadness was that big

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Three Roadblocks to Success with People

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In working to build successful IT careers, there are many roadblocks that can get in the way of our success. I want to focus on three in particular in this blog post. These three roadblocks get in the way of success in our relationships with other people. They are self-defeating, they can undermine even the

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Terms of Non-Endearment and, Dude, Breaking the Rules (Customer Service Rules)

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I was in the self checkout line at my neighborhood grocery store when one of the checkers came up and said, “Did you find everything, Hoss?” Did he really call me “Hoss”? Yes, he did. We’ve all had other people call us by various names, including Sweetie, Buddy, Pal, Young Man, Young Lady, Dude, Bud,

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Understanding the Business in Addition to the Technology

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In last week’s blog post, we discussed the importance of understanding the business processes within the organizations where we work. As IT professionals, we are responsible for supporting successful communication and collaboration between the people in our workplace. We are responsible for helping our sisters and brothers in every department work together more creatively, effectively,

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