I’m going to conduct a five-session workshop in September and October on compassion in cooperation with First United Methodist Church of Seattle. The workshops will explore compassion from various points of view including religious and non-religious traditions, scientific research, and personal experience.
New 5-Week Compassion Workshop in Seattle (Free) Read More »
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I recently spoke with a client who is concerned about how some of his staff members speak to CEOs. He owns an IT consulting firm with a variety of clients and is worried about his consultants’ communication skills. His consultants are required to interact with various individuals both on the phone and at client locations. He is concerned that some of the consultants’ language choices are inappropriate for dealing with clients, especially when the client in question is a C-level executive.
How to Talk to a CEO; Professional Communication Skills for the Helpdesk Read More »
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Ernest Tubb is a well-known name to anyone familiar with country music stars of the 1930s through the 1980s. During his recording and performing career, he achieved many milestones including headlining the first Grand Ole Opry performance at New York City’s Carnegie Hall along with a long string of hit records including Waltz Across Texas, Thanks a Lot, and Walking the Floor Over You.
What Can IT Customer Care Learn from a Country Music Hall of Famer? Read More »
When our work involves serving others, it’s important for us to be good listeners. Being a good listener can be difficult at times. I’ve created a video to accompany this blog post with the ten tips to help us all become better listeners, whether at work with our customers, end-users, and colleagues or at home with our spouse, children, and friends.
How to be a Better Listener: Active Listening Read More »
I recently flew from Houston to Seattle on Alaska Airlines. I experienced three examples of good customer service from, gasp, an airline. Yes, I know it may seem hard to believe. There are lessons here for those of us who support end-users. Two examples were with Alaska Airlines and one was with Delta. Here they are.
Empathy Examples in Customer Service (Includes Video) Read More »