interpersonal communication

How to Troubleshoot Nearly Anything

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“The trouble with troubleshooting is sometimes trouble shoots back.” –unknown Troubleshooting is not just a part of an IT career, it’s a part of life. The ability to troubleshoot a wide range of problems is one of the most valuable skills you can develop, not only for problems at work, but also for problems at […]

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Five Critical Customer Service Mistakes

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Customer service work can be a tough job, whether we’re supporting computer users or retail customers. Some common mistakes, which can be easily avoided, will undermine the customer service experience. Here are five common mistakes guaranteed to ruin customer service experiences and kill good customer service: We seem like we don’t care. Support situations can

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What to Do When You Don’t Know the Answer to Customer Questions (Includes Video)

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No one knows everything, but sometimes it feels like we’re expected to know the answer to every question a customer asks. It’s not, however, our ability to answer every question that matters as much as our ability to handle every question with grace and aplomb and ultimately provide a complete, honest, and accurate answer. I

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Is Arrogance Killing Your Career?

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Some people in the IT industry have a reputation for being arrogant and difficult to work with. Arrogance is the belief that you’re better than other people and it leads to cynicism and condescending behavior. Arrogance can undermine relationships and even lead to job loss. I was leading a customer service seminar at a large

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Six Ways to Show Respect to Other People (Includes Video)

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One of the four traits of the customer service masters is the ability to treat all people with respect. Sometimes, it may seem difficult to do that, especially when you may not like or respect the other person or when you feel that person has disrespected you in some way. In Viktor Frankl’s landmark book

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Top 10 Ways to be a Good Listener (Includes Video)

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One of the most important skills any of us can learn is how to be a good listener. It’s an interesting paradox that, in order to be known as a great conversationalist you must first become a great listener. And, one of the four foundational skills of the customer service masters is to be a

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Seven Ways to Improve Your Empathy

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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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