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In a previous blog post, I mentioned my experience in the Sultanate of Oman, a country on the Sea of Oman, bordering Saudi Arabia, the United Arab Emirates, and Yemen. Oman is a wonderful country of some 4,000,000 people with a rich history and beautiful architecture, filled with very warm and gracious people and I […]
Reputation Management: The Power of One Read More »
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The landmark business book In Search of Excellence, written by Tom Peters and Robert H. Waterman, Jr., was first published in 1982. It sold more than 3,000,000 copies worldwide and became something of a bible for 20th century business people. Much of its content is relevant today and even applies to us in information systems
IT Management by Wandering Around Read More »
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In an earlier video, I talked about the four traits of the customer service masters. They are compassion, empathy, good listening skills, and an ability to treat all people with respect. Within every organization, there are certain people who seem to have an intuitive ability to treat their customers well, using the four traits of
End Users and Customers Are People First Read More »
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One of the worst feelings in the world is the sense that you’re all alone and there’s no one who can or will help you. That’s close to how some people feel when they approach one of us in IT with a problem. They may be embarrassed or feel ignorant because of the type of
The Problem with “Not My Problem”: How Teamwork Solves Problems Read More »
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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
How to Troubleshoot Nearly Anything Read More »
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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
Five Critical Customer Service Mistakes Read More »
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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
What to Do When You Don’t Know the Answer to Customer Questions (Includes Video) Read More »