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how to fire a customer compassionately

How to Fire a Customer Compassionately

Sometimes, as an MSP owner or executive, you find yourself in a client relationship with someone who’s not a dream client. No doubt that’s a difficult situation. Firing an MSP client should usually be a last resort when nothing else has worked. Also, remember that the providers who can successfully manage even the most difficult …

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how to say no to a customer

Customer Service Tips: How to Say No to a Customer Request

My niece, Sally, worked in a law office where the office manager said, “We try to never say no to our clients.” Sally replied, “But what if the answer is no? What if someone asks if I’m an attorney? What am I supposed to say?” The office manager’s intent was good. She wanted to use …

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what customers want

IT Customer Service Skills: What Customers Want

As an IT manager, CIO, or MSP owner, if you frequently have to deal with end-user and customer complaints, it’s time to re-evaluate your IT team’s customer service skills. Studies show that poor customer service will negatively impact your company’s bottom line. Usually, a client’s first interaction with your department or business will involve a …

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customer service problem

Is it a Customer Service Problem or a Leadership Problem?

Great Customer Service Starts with Great Leadership How do you identify the difference between a customer service issue and a leadership issue? The caller sounded desperate. “Don, we need you to come onsite right away. We’ve got some serious customer service problems we need to deal with!” Me: “Tell me what’s going on.” The caller: “Well, we’re …

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customer effort score

What is Customer Effort Score (CES)?

Customer Effort Score (CES) is an important metric for a business owner to understand how difficult it is for customers to work with your company or department’s customer service team. It’s a critical part of customer service. Measuring customer effort metrics could include the onboarding process, after resolving issues, when password resets are needed, when …

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manage client expectations

How to Manage Client Expectations

Managing client expectations is one of the most common problems you’ll face in business, whether you’re an independent freelancer, a small business owner, or you work for a Fortune 500 company. Excellent customer service includes managing client expectations. When you know how to manage client expectations, you can operate more profitably and maintain your sanity. …

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dealing with difficult people

Customer Service Training Tips: Dealing with Difficult People

As an IT person, you will encounter many different types of people throughout your workday. Whether it’s an end-user with a software issue or a coworker needing network access permission, some will be grateful for your help and others will present challenging situations. Sometimes, it will be in a scheduled meeting where you can think …

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problem solving skills

Problem Solving Skills: Troubleshooting for IT Professionals

When I used to train I.T. people on various networking topics such as Cisco devices or Linux servers, I’d always include a section on problem-solving skills so they could troubleshoot issues that would occur in their networks. Troubleshooting is part of Principle #1, the Principle of Competence. The first problem-solving skill to learn is to …

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customer service training customer satisfaction

IT Customer Service Training Tips: How to Deliver Client Satisfaction

Customer service training is all about delivering client satisfaction, whether you’re an MSP, a corporate IT department, a school district, or any other IT business. So, here are 10 keys to delivering client satisfaction through customer service training. Number 1: Quality. Customer satisfaction starts with quality. Your products and services must be well-made and easy …

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customer service skills how to apologize

Customer Service Skills: When and How to Apologize

From an early age, most of us were taught when we make a mistake to say we’re sorry. That’s good advice, because an apology, offered sincerely, can help start a healing process and repair damaged relationships. Apologies are a key customer service skill. That’s true whether the relationship is short-term, such as a brief customer …

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