help desk it

Why You Must Never Discuss Other Customers in Front of a Customer

Play

Here’s a basic principle of customer service: Don’t talk about other customers in front of a customer, unless it’s speaking positively of something the other customer is doing. Even then, your current customer might take it the wrong way and think you’re comparing her or him to other customers. The Focus Must be on the […]

Why You Must Never Discuss Other Customers in Front of a Customer Read More »

Communicate or Die!: The Importance of Communication in Customer Service

Play

In a recent survey of customer service complaints, one of the top complaints was issues not being resolved the first time. We can all relate to that. The problem, of course, is that sometimes an issue takes time to resolve, especially IT issues. Sometimes, due to the complexity of the systems we work with, multiple

Communicate or Die!: The Importance of Communication in Customer Service Read More »

The Power of Appreciation with Your Customers and Colleagues

Play

Customer service is much broader than just serving your paying customers or internal clients. Customer service is a mindset. Frankly, it’s a way of living. Customer service is about winning hearts and minds among the people in your life. That includes colleagues, bosses, subordinates, vendors…anyone with whom you interact, even friends and family members. In

The Power of Appreciation with Your Customers and Colleagues Read More »

Impressions Matter in Customer Service

Play

You’ve probably heard the old saying, “You only get one chance to make a good first impression.” There are many variations on it, but the idea is sound. People form lasting impressions of others based on their very first impression. That’s why you should review every possible point of contact with a customer, both on

Impressions Matter in Customer Service Read More »

Workplace Culture and Your Personal Style

Play

Is it possible (and appropriate) to integrate workplace culture into your personal style? The YouTube commenter posted, “I wish my family members and friends would respect me and allow me to talk instead of my saying a few words and taking what they want when I was not even finished, or thinking they know what

Workplace Culture and Your Personal Style Read More »

Why You Must Market Your Value as an IT Professional

Play

We’ve all seen websites designed by someone’s neighbor’s cousin’s step-son’s friend. We’ve probably also had to deal with network problems on a network set up by the business owner’s daughter’s best friend’s uncle. Such scenarios usually include a comment about how it may not be the greatest website or the most perfect network, but at

Why You Must Market Your Value as an IT Professional Read More »

Customer Focus: It’s Not About Technology, It’s About People

Play

I recently submitted a question through a pre-sales form on a company’s website. I asked them to contrast their product with a competitor’s product. The response I received was too long and didn’t answer my question. It was a canned response that pretended to be a personal response. There was no customer focus. They went on

Customer Focus: It’s Not About Technology, It’s About People Read More »

Scroll to Top