Your ability to listen well is crucial to providing good customer service. When you listen well, your customer or coworker feels heard and respected. They will have confidence that you understand their issue. When you listen well, you’re more likely to correctly identify the solution to their issue. That saves you and the other person …
10 Ways to Be a Better Listener from the IT Customer Service Pros Read More »
In Stephen Covey’s landmark book The Seven Habits of Highly Effective People, he identified five levels of listening. The five levels of listening are ignoring, pretending, selective, attentive, and empathic. When you’re on a customer service call, you’re listening at one of these five levels, whether you realize it or not. Covey’s five levels of …
5 Levels of Listening During a Customer Service Call Read More »
What can you do, as an IT customer service provider, when you have to deal with someone who’s really angry? What about providing customer service to someone who’s being unreasonable? How about someone who’s just really rude? First of all, let’s acknowledge that situations like that suck. They can be just awful. No doubt about …
IT Customer Service 101: How to Deal with an Angry Customer or End-User Read More »
You don’t have to feel respect for another person in order for you to act with dignity and respect. You also don’t have to agree with another person or even like them to treat them in a respectful manner. Feeling respect for someone is internal for you. The other person has done or said things …
Customer Service Training Tips: 6 Ways to Show Respect to Other People Read More »
Some of the benefits of online customer service training seem obvious, such as team members being able to work at their own pace, not having the entire team away at the same time for training, and the ability to monitor individual progress. Compassionate Geek online IT customer service training is tailored for people using real-world …
5 Reasons to Invest in Online Customer Service Training Read More »
When you consider the myriad alternatives to email including Slack, Teams, texting, and chat, among others, it’s easy to think that email is an old-school, obsolete communication channel. In fact, the total volume of email increased by 7% in 2021 (GlobeNewswire) and more than half of the world’s population uses email. (PitchFunnel). In other words, …
Customer Service Training Tips: How to Communicate Successfully Using Email Read More »
Delivering bad news is never easy. Unfortunately, it’s occasionally part of your job in IT customer service. Being able to deliver bad news with grace and aplomb is an important career skill. When you have to deliver bad news, the people who receive it will remember when you do it well and when you do …
IT Customer Service 101: How to Deliver Bad News Read More »
Are you planning on helping your team up their customer service game? Here are nine customer service training ideas you can use to help your team excel. Creating a culture of customer service is not limited to training sessions. You must also demonstrate, by your behavior choices, how you want your team to act with …
9 Inspiring Customer Service Training Ideas for Your IT Team Read More »
Empathy is one of the core customer service skills. In fact, it’s one of the five principles of IT customer service success. Your leadership team may have talked about the importance of empathy for your customers. You’ve probably read many articles about the importance of empathy, but how can you improve your empathy? Empathy is …
Customer Service Skills: 7 Ways to Improve Your Empathy Read More »
Customer service pros know there are six steps in a successful tech support session. Understanding and using them helps ensure your customer is satisfied, both with the technical solution and the manner in which you handled their issue. Don’t think of the following steps as a script to be followed verbatim. Dealing successfully with people, …
6 Steps in a Successful Tech Support Session from the Customer Service Pros Read More »
