technical support

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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Career Roadblocks On Your Way to Success

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Note: This blog post on career roadblocks is a transcript of an excerpt from my keynote speech How to be a Compassionate Geek. As we talk about the five principles, are there some roadblocks that might possibly get in your way? And the answer is, of course there are. There are many, but I’ve observed

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Never Argue with a Customer

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Never argue with a customer. Here’s why. I walked into the luggage store with my carry-on bag following dutifully behind me. I was the only one in the store…no customers, no employees. After a moment, an employee emerged from a back room. He looked at me, said nothing, and walked on. I scratched my head,

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The Benefits of Management by Walking Around

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You can’t overstate the benefits of management by walking around. Janet, my wife, our friend Bruce, and I went to Duke’s Chowder House in the South Lake Union area of Seattle for Sunday lunch. The views are of sailboat masts, looking out over a marina toward the Museum of History and Industry (MOHAI). The food

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The 5 Principles of IT Customer Service Success (Includes Video)

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(The following is a transcript of a portion of a keynote speech I gave at Automation Nation in 2015. The five principles, covered in this post, are the foundation for all of my work in IT customer service.) I’ve had the privilege of working with IT people all over the world and I’ve observed IT

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