it tech support

Technician’s Checklist for Customer Support

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This technician’s checklist is for anyone in customer support who responds to service tickets and requests. It’s also for anyone who deals with end-users, other customers, and coworkers. When preparing to respond to a support ticket or service request, even an informal one, be sure to go through the following checklist. IT Customer Support is […]

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When Clients Bypass Customer Support Systems

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We build customer support systems to take excellent care of our customers, but some clients just want to go around them. Does this sound familiar? Bypassing Customer Support Systems Terry, an owner of a mid-sized MSP wrote: “I’m wondering if you have anything on voicemail, specifically an outbound voicemail message on the owner’s mobile or

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How to Handle an Angry Customer (Includes Video)

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For most of us, dealing with an angry or abusive customer is upsetting, even nerve-wracking. Still, sometimes it happens. When you know how to handle an angry customer, you can turn situations around, save relationships, and keep your stress levels under control. Here are five critical success factors in dealing with difficult customers (or anybody

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Your Life Matters and Relationships Matter

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UPDATE ON RELATIONSHIPS: I just learned that my friend Reggie Watkins died of COVID-19 and that my friend Ray Benson is terribly sick with this awful virus. That news makes this week’s blog post more timely than ever. Please, read on… My friend Roger is 87. He’s in great shape, both mentally and physically. Before

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Caring for Customers Like Amazon Does

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People have strong opinions about Amazon. Regardless of how you feel about Amazon, they are focused on caring for customers. You may have heard the quote about Amazon, “We aim to be Earth’s most customer centric company.” I had an experience with Amazon that clearly demonstrated why I would choose to do business with Amazon

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IT Customer Experience Like a Michelin-Starred Restaurant

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I’d heard about Le Violon d’Ingres, a Michelin-starred restaurant near the Eiffel Tower in Paris, France. One of my foodie friends described his meal there as the best dining experience of his life. So my friend Shea and I agreed to meet there for lunch. We set the meeting time for noon. I planned to

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What Compassionate Customer Service is NOT

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In a recent corporate training session, I spoke with the group about compassionate customer service. Cindy sat on the front row. She was friendly and professional with me, but shortly into the session, she said, “I don’t get it. I act professionally around my users and I’m efficient. Why do I need to be “buddy-buddy”

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