When a Client Wants to Bypass the Help Desk

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 direct phone to tell customers as nicely as possible to direct their technical question to the helpdesk line.  I have some clients that always want to call me directly. …

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How to Handle an Angry or Abusive Customer

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 angry and abusive customers, 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 …

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How to Deal with Inappropriate Behavior

Two years ago, I had to deal with inappropriate behavior toward me by a colleague in my professional association. I found the experience demeaning, disrespectful, and confusing. It still weighs heavily on my mind. I did nothing to encourage the bad behavior by the other person, but it left me wanting to avoid attending meetings …

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Ingenuity and Perseverance in a Time of COVID

Are you bombarded with promotions for webinars telling you how to deal with these crazy times? Yeah, me too. Today, I’m taking a different approach with the Compassionate Geek blog and podcast. I’m offering uplifting stories about people, both ordinary and extraordinary, and their resilience in the face of extraordinary challenges. It’s 1952, in the …

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Your Life Matters

UPDATE: 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 Compassionate Geek blog more timely than ever. Please, read on… My friend Roger is 87. He’s in great shape, both mentally and physically. Before the …

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How to Manage Your Personal Stress When the Whole World is Upside Down

Stress, when untreated, can kill you. It can cause heart attacks, strokes, a compromised immune system, diabetes, and obesity. Stress can cause headaches, fatigue, sleep problems, anxiety, irritability, and anger. It can undermine relationships (personal and professional), and it can bring on depression. Many of your end-users, clients, and coworkers are feeling stress right now. …

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A Look at the Onboarding Process for Customer Service Training

You understand that customer service training is important for IT professionals, but you can’t simply send your team to training and expect them to appreciate its value. Onboarding is a critical part of the process and helps your employees buy into the concept that customer service skills are necessary to succeed in their IT positions. …

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A Look at the Onboarding Process for Customer Service Training
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