Don’s Blog

Five Critical Customer Service Mistakes

Leave a Comment / The Compassionate Geek Blog / By
Play

Podcast: Play in new window | Download

Subscribe Now Apple Podcasts | RSS

Customer service work can be a tough job, whether we’re supporting computer users or retail customers. Some common mistakes, which can be easily avoided, will undermine the customer service experience. Here are five common mistakes guaranteed to ruin customer service experiences and kill good customer service: We seem like we don’t care. Support situations can […]

Five Critical Customer Service Mistakes Read More »

What to Do When You Don’t Know the Answer to Customer Questions (Includes Video)

Leave a Comment / The Compassionate Geek Blog / By
Play

Podcast: Play in new window | Download

Subscribe Now Apple Podcasts | RSS

No one knows everything, but sometimes it feels like we’re expected to know the answer to every question a customer asks. It’s not, however, our ability to answer every question that matters as much as our ability to handle every question with grace and aplomb and ultimately provide a complete, honest, and accurate answer. I

What to Do When You Don’t Know the Answer to Customer Questions (Includes Video) Read More »

How to Say “No” to a Client (Includes Video)

Leave a Comment / The Compassionate Geek Blog / By
Play

Podcast: Play in new window | Download

Subscribe Now Apple Podcasts | RSS

At one point in a past business relationship, I learned a painful lesson about how to say no to a potential client. I had committed to the customer to present a training seminar without realizing the true nature of the training the customer wanted. When I realized what they really wanted, I realized that it

How to Say “No” to a Client (Includes Video) Read More »

People Skills Training and The IT Competence/Charisma Model (Includes Video)

Leave a Comment / The Compassionate Geek Blog / By
Play

Podcast: Play in new window | Download

Subscribe Now Apple Podcasts | RSS

People skills training is an often overlooked part of building a successful IT team. For success in a career in IT, as we’ve discussed in other blog posts, podcasts, and videos, two separate and distinct skill sets are required. Obviously, you must have outstanding technical skills, especially related to the product(s) you support. For the

People Skills Training and The IT Competence/Charisma Model (Includes Video) Read More »

Is Arrogance Killing Your Career?

Leave a Comment / The Compassionate Geek Blog / By
Play

Podcast: Play in new window | Download

Subscribe Now Apple Podcasts | RSS

Some people in the IT industry have a reputation for being arrogant and difficult to work with. Arrogance is the belief that you’re better than other people and it leads to cynicism and condescending behavior. Arrogance can undermine relationships and even lead to job loss. I was leading a customer service seminar at a large

Is Arrogance Killing Your Career? Read More »

Six Ways to Show Respect to Other People (Includes Video)

Leave a Comment / The Compassionate Geek Blog / By
Play

Podcast: Play in new window | Download

Subscribe Now Apple Podcasts | RSS

One of the four traits of the customer service masters is the ability to treat all people with respect. Sometimes, it may seem difficult to do that, especially when you may not like or respect the other person or when you feel that person has disrespected you in some way. In Viktor Frankl’s landmark book

Six Ways to Show Respect to Other People (Includes Video) Read More »

Top 10 Ways to be a Good Listener (Includes Video)

1 Comment / The Compassionate Geek Blog / By
Play

Podcast: Play in new window | Download

Subscribe Now Apple Podcasts | RSS

One of the most important skills any of us can learn is how to be a good listener. It’s an interesting paradox that, in order to be known as a great conversationalist you must first become a great listener. And, one of the four foundational skills of the customer service masters is to be a

Top 10 Ways to be a Good Listener (Includes Video) Read More »
Scroll to Top