Principle #3: Empathy

The Third of the 5 Principles is the principle of customer empathy. Empathy is the ability to put yourself in the other person’s position, to imagine what they’re going through, to try to feel what they’re feeling. Of course, there are times where you simply can’t put yourself in the other person’s position and, contrary …

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A Privilege to Serve (A Letter from a Webinar Attendee)

I received this very kind letter from Eva Spacek who attended a corporate webinar I conducted last summer for Schaeffler International. She offers some very kind words about the webinar, but what I want to share with you are her thoughts about our privilege to serve as IT professionals (she referred to her role as a …

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privilege to serve--IT customer service

Treating Guests (and Customers) Like God

My wife, Janet, and I were honored recently to be able to spend a short time in the country of India. While there, we were deeply moved by the gracious hospitality of the people we encountered. Three different hosts explained to us a Sanskrit verse, which is “Atithi Devo Bhava.” Atithi Devo Bhava is taken …

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customers

Seven Ways to Improve Your Empathy

One of the 5 principles of IT customer service success is empathy. Empathy is the ability to put yourself in the other person’s position, to feel and understand what they’re experiencing. Empathy, combined with technical ability, is a powerful formula for success at work. How Can You Be More Empathetic? Listen. Truly listen to the other person. Listen …

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empathy,compassion,kindness

7 Ways to Become More Compassionate

One of the four traits of the customer service masters is compassion. People who have mastered the art of customer service are naturally compassionate, they have a profound awareness of other’s suffering combined with a desire to alleviate it. One of author Mitch Albom’s friends once described him as noticing people in pain and trying …

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how to become more compassionate

A Customer Service Reminder: We’re All Clueless Sometimes

Customer service basics: It’s common in a group of IT folks to tell stories about some of the crazy things our end users do. I’ve certainly told my share of such stories, but I think we often forget that no one is an expert on everything. When our end users sometimes ask questions that seem stupid, …

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IT people and customer service

Defying the Odds: The Tenacity of Starcia Ague

Motivational Stories and Speeches: I want to share a story from the new edition of The Compassionate Geek about a woman who defied the odds and is re-making herself into a great model of tenacity, perseverance, and compassion. I first heard about Starcia Ague in a story on KUOW-FM here in Seattle. Starcia’s mother kicked …

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Starcia Ague Photograph
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