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How to Be a Better Listener Video (Three Types of Listening)

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One of the most common reasons companies ask me to speak to their teams is to teach them how to be a better listener. In order to help team members improve their listening skills, I explain that there are three different types of listening, each of which requires different techniques to be effective. The three […]

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IT Customer Service 101: Why You Should Never Argue With a Customer

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Every IT customer service professional encounters, at one time or another, the customer who is wrong. The one who operated with incorrect information, failed to follow instructions, or simply made an honest mistake. The customer may make excuses or place incorrect blame, and as an IT professional you will have to make a choice: correct

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How to Practice Gratitude: The Life-Changing Power of Sincere Gratitude

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The United States’ holiday Thanksgiving is coming up shortly. It’s a day when we express our thanks for the gifts we’ve been given, spend time with our families, watch American football, and eat ourselves into oblivion. This is also a time to reflect on how to practice gratitude. Sincere Gratitude It’s also an opportunity for

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One of the Most Important Customer Service Mistakes to Avoid (Includes Video)

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My client was frustrated with team members who were brusque with end-users. These particular team members didn’t support paying customers, they supported an internal engineering team. They didn’t see their end-users as customers. In fact, their behavior toward their end-users was almost like older siblings would treat a pesky little brother or sister. They would

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What is Customer Service Compared to Customer Experience?

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Customer experience has become a buzz word in recent years, with businesses prioritizing customer experience above all else to attract and retain loyal customers. If you’re in IT customer service, you might wonder how your job fits into this new business culture. What is customer service? What about customer experience? Here’s what you need to

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What it Means to be Patient with End-Users (Includes Video)

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When we ask about the important characteristics of customer service providers, IT or otherwise, one of the most common answers is patience. People who are receiving customer service want the provider to be patient. Similarly, one of the most common complaints is that customer service providers aren’t patient with end-users and other customers. In this

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5 Major IT Customer Support Mistakes to Avoid

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Successfully serving a customer involves more than simply solving their problem. You want them to walk away from the experience with their issue resolved and feeling satisfied, grateful, and relieved. Creating this type of experience can be especially difficult in IT customer support, where customers feel particularly vulnerable because of their lack of technological expertise.

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