IT customer service

Customer Service Training Cheat Sheet for IT Pros: Handling Difficult Customers

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Dealing with difficult customers is expected in IT. It’s your job to remain a friendly professional. Sometimes that’s easier said than done. Having a few strategic tricks up your sleeve makes all the difference between de-escalating an agitated client and causing the interaction to spiral out of control. Here are the customer service training tips […]

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Customer Service 101: The Appropriate Way to Communicate with An Angry Person

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Nobody likes dealing with an angry customer. In IT, where you’re far more likely to interact with someone because things are going wrong rather than because things are going right, it’s inevitable. Part of providing exceptional customer service in the workplace is understanding how to de-escalate an upset customer. Here’s what you need to know.

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IT Customer Service: Improving Your Team’s Mindset

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Technology has become an integral part of every facet of our culture and with the rising need for skilled support, the IT industry has taken off in ways that were unimaginable just a few years ago. IT customer service has become an industry in its own right, with large-scale operations replacing in-house teams, and customers

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Good Customer Service: 5 Simple Tips to Improve it Now

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If you want to improve customer service in your IT department; tailor-made training is the best way to accomplish this. You don’t have to wait for your comprehensive training plan to be implemented to significantly improve your customers’ experience with IT. Coaching your team to prioritize seemingly small aspects of their interpersonal interactions makes a

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6 of the Best Customer Service Qualities of IT Professionals

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IT professionals may think they’re in the tech industry, but the reality is that they’re actually in the service industry. IT jobs are really about helping end-users do their jobs more productively, efficiently, and creatively. No matter their specific technical role, your IT workers are using their specialized skills in service to another employee, customer,

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Two Contrasting Approaches to IT Customer Service

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When you think about it, there are really just two broad approaches to IT customer service. One involves protocols, policies, and scripts. This approach is often used by large organizations who want to ensure consistency of customer service throughout the organization. They provide extensive flow charts and scripts for every imaginable situation. They even provide

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5 Concepts IT Pros Need to Understand About Their Jobs and Careers

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As IT pros, we understand the technology we work with, but successful careers in IT involve much more than the technical aspects of knowing how to code, set up a server, or configure a router. Here are five concepts IT pros need to understand for success in their careers. Careers Concept #1: Our jobs are not

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