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IT Customer Service Empathy: The Right Mindset

Customer service empathy is one of the five principles of IT customer service success. It means putting yourself in the position of the person you’re serving, whether an end-user, another type of customer, or a coworker. To develop a successful IT service strategy, you need leadership that can bring culture change. It requires all IT …

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How to Improve Listening Skills on the Phone

Improve your customer service skills, build better relationships with your coworkers, and advance your career when you learn how to improve your listening skills. Listening skills are similar, no matter whether in person, in written communication, or on the phone. There are, however, subtle differences in your listening techniques depending on where you’re listening. When …

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How to Be a Better Listener in Person

Your ability to communicate successfully is directly related to your career success.  Listening well is also a big part of how to be a better communicator at work. Communication, of course, takes place in person, electronically on the phone and in virtual meetings, and in writing through email, text, and chat. Successful communication starts with …

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How to Be a Better Listener in Writing

You may not think of the need to be a good listener in writing, but your customers want you to understand their written communication (email, text, or chat) every bit as much as their spoken communication. Here are tips on how to be a better listener in writing. Whether in person, on the phone, or …

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Some Site Errors and How I Solved Them

I recently moved this site to a new hosting provider. I made the change to improve the speed and thus the responsiveness of CompassionateGeek.com and our elearning courses. Shortly after completing the move, a few users complained about odd site errors. Among the errors, their progress wasn’t showing in their accounts, buttons were missing, and …

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How Not to Be a Victim of Office Politics

Have you ever been a victim of office politics? Sometimes, it’s the work environment that creates workplace politics, but sometimes it’s choices you make about how you treat your customers and coworkers Are You Creating Advocates or Detractors Behind Your Back? You can create advocates among your customers and end-users by delivering outstanding customer service …

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Customer Service Book Club Reading List

I am frequently asked for recommendations on how to follow up on a training presentation or a speaking engagement. This book club reading list is a great place to start. Start a Customer Service Book Club Whether you’re an MSP owner, own a different type of technology business, a CIO, an HR manager, or another …

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5 Ways to Deliver Great Customer Service

Is great customer service important? High-quality customer service leads to customer happiness and that leads to word-of-mouth promotion, the most effective way to promote your business or build a great reputation. By improving your customer service, you’ll help your customers feel important and that helps build long-term relationships. Perhaps you’ve heard the frequently quoted statistic …

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