IT customer service training

How to Manage Your Own Emotions

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Emotional Intelligence can make the difference between having a successful career in IT and struggling in your career. Successfully managing emotions can also make the difference between having successful personal relationships and struggling in relationships. One of the four domains of Emotional Intelligence is Self-Awareness. Here are keys to recognizing emotions in yourself: Check your […]

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Why You Should Invest in IT Customer Service Experience Training

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Your team is skilled, but you receive unexpected complaints about performance. You’ve created a great workplace culture, but employee morale seems to be lacking. Many IT professionals enter the field with an enthusiastic love of technology but fail to appreciate the level of interpersonal interaction they’ll be expected to engage in, resulting in a disconnect

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15 Customer Service Skills Every IT Team Should Have

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The field of IT is multifaceted, making it complex. The training is detailed and rigorous. Despite endless hours of training and numerous professional certifications, many who enter the industry find that they struggle with service skills. The reason? Their technical education lacked effective training in customer service, which is integral to any successful career in

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How to Be a Better Listener Video (Three Types of Listening)

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One of the most common reasons companies ask me to speak to their teams is to teach them how to be a better listener. In order to help team members improve their listening skills, I explain that there are three different types of listening, each of which requires different techniques to be effective. The three

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IT Customer Service 101: Why You Should Never Argue With a Customer

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Every IT customer service professional encounters, at one time or another, the customer who is wrong. The one who operated with incorrect information, failed to follow instructions, or simply made an honest mistake. The customer may make excuses or place incorrect blame, and as an IT professional you will have to make a choice: correct

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What is Customer Service Compared to Customer Experience?

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Customer experience has become a buzz word in recent years, with businesses prioritizing customer experience above all else to attract and retain loyal customers. If you’re in IT customer service, you might wonder how your job fits into this new business culture. What is customer service? What about customer experience? Here’s what you need to

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5 Major IT Customer Support Mistakes to Avoid

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Successfully serving a customer involves more than simply solving their problem. You want them to walk away from the experience with their issue resolved and feeling satisfied, grateful, and relieved. Creating this type of experience can be especially difficult in IT customer support, where customers feel particularly vulnerable because of their lack of technological expertise.

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