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active listening in customer service

Good Active Listening in IT Customer Service

Active listening in IT customer service makes the difference between a good customer experience and a poor customer experience. It’s really that simple. People who listen well gain the respect of others, gain more complete information, and solve problems faster. People who interrupt and talk over others are annoying, unhelpful, and take longer to solve …

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IT customer service course

How to Teach Empathy Techniques in an IT Customer Service Course

Can you teach empathy techniques in an IT customer service course? Can empathy be taught at all? The answer is a resounding yes! In fact, there’s some research that indicates our brains are wired naturally for empathy. Your ability to imagine what your end-user, another type of customer, or coworker is going through is a …

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customer service training programs

How to Teach Compassion in IT Customer Service Training Programs

Compassion is principle number two of the 5 Principles of IT Customer Service Success. It’s a simple concept of caring about another person. Compassion in IT customer service training programs involves teaching how to notice another’s suffering, combined with a desire to help. Of course, as in many aspects of customer service, it’s sometimes easier …

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ideas for customer service training

Ideas for IT Customer Service Training on Competence

How technically competent are you? How about your team? How do you know? When you’re working with your team, one of the first ideas for IT customer service training is to help them develop technical competence. Perhaps you’ve heard someone say to hire based on cultural fit, attitude, or personality; that you can’t teach people …

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customer service skills

3 of the Toughest Customer Service Skills to Master

Who Needs Customer Service Skills? When most of us got into IT, we weren’t thinking about customer service skills. Not one little bit. We did it because we’re fascinated by technology. For many people, a career in IT was a natural outgrowth of gaming. For others, it came from tinkering with technology. When I was …

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customer service in IT

The Difference Between Customer Experience and Customer Service in IT

Customer service in IT is part of the overall customer experience. Think of customer service as when your company or department interacts with the people you serve. Customer experience includes customer service, website usability, product or service functionality, environment, and everything else that affects how the end-user or customer feels about their relationship with your …

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customer service training for employees

Customer Service Training for Employees in IT: 3 Key Takeaways

What do you want to accomplish with customer service training for employees? Maybe you had an incident where an employee made mistakes in handling a customer issue. Perhaps your boss complained to you about poor customer service from one of your team members. Sometimes, it’s an internal customer service issue between coworkers who just can’t …

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empathy in customer service

The Importance of Empathy in Customer Service Training

Have you ever been on the phone with customer service and wanted to scream, “PUT YOURSELF IN MY POSITION!”? You were asking the other person for empathy in customer service. When you empathize with another person, you try to imagine how you would feel if you were them. You think about what you would want …

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customer service training

10 Customer Service Training Best Practices

Your customer service training program must deliver clearly defined benefits through clearly defined training objectives. In other words, what do you hope to accomplish with customer service training? Identify Each Team Member’s Purpose In study after study about employee motivation, it’s clear that your team members need to feel a sense of purpose in their …

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customer service training listening

Customer Service Training Tips: Becoming a Better Listener

A basic part of customer service training is to teach how to be a better listener. In fact, one of the greatest gifts we can give to a fellow human is to be a good listener. A good training program will provide specific techniques a student can use to improve their listening skills. Being a …

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