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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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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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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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Complain Effectively Without Being a Jerk

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Although in IT jobs, many of us frequently are on the receiving end of complaints, sometimes we’re the ones who need to complain. Perhaps there’s a problem with a server or some networking gear or perhaps there’s a problem with a co-worker. Regardless, there are right ways and wrong ways to complain. Here are some important

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Empathy for a Frustrated Customer or End User, Even When You Can’t Relate

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The use of empathy is a common theme throughout much of my writing and speaking. Our ability to empathize with our brothers and sisters of the human race allows us to connect with one another, to see the world through the other person’s eyes, and to try to understand their experience. Of course, it’s not

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How to Handle Customer Complaints in Three Practical Phases

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Customer and end user complaints are a fact of life if you work on the help desk. They’re not limited, however, just to the help desk. All of us in IT at one time or another have to deal with complaints. Perhaps the complaints are from an end user or a customer, maybe they’re from

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