Don’s Blog

What is an Active Listener: The Fine Art of Listening Well

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What is an active listener? In short, an active listener is engaged with the speaker. They ask relevant quetions, the avoid passing judgment until the speaker is finished, the give physical cues that they’re listening, and they make the speaker feel heard and respected. Listening Well It’s 1970, I’m sixteen years old and in love […]

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5 Ways to Improve Your Customer Service Listening Skills

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You already know that listening is one of the most important customer service skills, but it’s far more complex than simply hearing what your customer is saying. Effective listening is also about making the client feel heard. Here are five things you can do to improve your customer service listening skills in either face-to-face interactions

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How to Manage Your Own Emotions

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Emotional Intelligence can make the difference between having a successful career in IT and struggling in your career. Successfully managing emotions can also make the difference between having successful personal relationships and struggling in relationships. One of the four domains of Emotional Intelligence is Self-Awareness. Here are keys to recognizing emotions in yourself: Check your

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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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Why You Should Invest in IT Customer Service Experience Training

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Your team is skilled, but you receive unexpected complaints about performance. You’ve created a great workplace culture, but employee morale seems to be lacking. Many IT professionals enter the field with an enthusiastic love of technology but fail to appreciate the level of interpersonal interaction they’ll be expected to engage in, resulting in a disconnect

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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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15 Customer Service Skills Every IT Team Should Have

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The field of IT is multifaceted, making it complex. The training is detailed and rigorous. Despite endless hours of training and numerous professional certifications, many who enter the industry find that they struggle with service skills. The reason? Their technical education lacked effective training in customer service, which is integral to any successful career in

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