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In November of 2011, I uploaded a video to my YouTube channel titled The Four All-Star Traits of the Customer Service Masters, in which I described four characteristics I observed in people who were very good at supporting customers and end-users. Since then, I’ve worked with IT people, including help desk staff, at many different types […]
Customer Service Product Knowledge Read More »
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Is it possible to be too authentic? In the last two blog posts and podcasts, we’ve talked about the importance of authenticity, the importance of being real. Authenticity has become another popular buzzword in today’s business world and even in society in general. The idea of being authentic in relationships, both business and personal, is
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Do you have genuine relationships at work? What’s the line between being authentic and being rude? For this week’s blog post and podcast, I’m interviewing Jennifer Yost, a noted psychotherapist on the subject of genuine relationships and authenticity, especially as it relates to the workplace and the IT help desk. I hope you enjoy it!
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We hear a lot of people talking about authenticity. Certainly, authenticity as a form of honesty is a desirable trait, but when someone talks about authenticity, what do they mean? Dictionary.com defines authentic as “not false or copied; genuine; real or reliable; trustworthy”. Like many other words, authentic has become a fad word and, as
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For the last few weeks, you and I’ve been assaulted by the usual flood of ads saying things like, “A New Year, A New You” and similar cliche statements which we’ve heard every late December and early January throughout our lives. But wait, what if I’m happy with the old me? Oh sure, I’m a
A New Year, The Same You and Me (Self-Improvement) Read More »
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Have you ever had something you’ve heard or read change your life? In my seminars and workshops on customer service and communication for IT staff, I often talk about four books that changed my life. These are certainly not the only life changing books. They’re just four books, among many, that have made a difference
Four Simple Life-Changing Books every IT Person Should Read Read More »
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I recently heard a story about someone in an organization who had gotten in an argument with one of his co-workers. He tried to walk away so he could calm down and avoid a heated argument, but the co-worker followed him and tried to keep the argument going. The first person then explained that he
Unaware or Don’t Care: Bad Either Way Read More »