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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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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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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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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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Sometimes, it’s necessary to deliver bad news to a customer or end user. For example, an order might not be ready when it was promised, a project might end up costing more than was projected, or a software application might not be ready for installation according to schedule. Regardless of the nature of the bad
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The Importance of listening in business communication can not be overstated. In fact, one of the five principles of customer service success is to be a good listener. Good listeners don’t assume they know what a customer is going to say. They’re always respectful of a customer, even when the customer is saying something the
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Client insights and service tips: We don’t normally associate humor with a danger zone. In fact, I think lots of humor is key to living a fulfilling life. When my family gets together, we laugh, giggle, chortle, and guffaw like crazy people and we love it! So, are there times when humor is dangerous? Absolutely.
Call Center Articles: Humor in the Danger Zone: When Jokes Interfere with Our Job Read More »