If you work in IT, whether you’re a technician on the front lines or a manager guiding a team, you already know: technical expertise isn’t enough. Providing responsive customer service in IT is what sets great teams apart from the ones people dread calling for help. In my book, The Compassionate Geek: How Engineers, IT […]
Responsive Customer Service in IT Read More »
Ray is a brilliant systems engineer working in education. He can configure a server cluster blindfolded, debug a network in minutes, and automate tasks that save hours of work. He knows Windows and Linux better than anyone you’ve met. But when users talk about him, it’s not his technical skills they remember. It’s how he
Why Manners Matter in IT Support Read More »
If you’ve worked in IT support for more than a few hours, chances are you’ve dealt with at least one difficult customer. Maybe it was someone yelling about an email outage, or a client who dismissed your expertise, or a manager who wanted a fix five minutes ago without understanding the complexity of the problem.
Handling Difficult Customers in IT Support (Includes Video) Read More »
Improving Collaboration in IT Departments Helen had worked in the company’s IT department for more than 30 years. Her first job out of college was as a systems analyst. She was accustomed to working by herself and didn’t see a need to collaborate. Helen thought of teamwork as some sort of motivational exercise that was
Improving Collaboration in IT Departments Read More »
I opened the training on better communication in the workplace as I always have: “The responsibility for successful communication rests with the sender, not the receiver.” James, one of the attendees, raised his hand. “I disagree. You can’t tailor your communication style just to match everyone else’s preferences. That’s unrealistic. How can you be responsible
Communication in the Workplace for IT Professionals: Why It’s On You to Get It Right Read More »
How to Strengthen IT Team Communication When you work in IT—whether you’re in the trenches resetting passwords or in the corner office setting long-term strategy—you know how critical communication is. Yet, for many tech teams, communication remains one of the biggest hurdles. It’s not usually a lack of intelligence or willingness that holds teams back.
IT Team Communication: How to Build Stronger Tech Teams Read More »
Michael was in his mid-50s with a beard, wearing thick black-framed glasses. He sat on the back row of the training room, glaring at me with his arms crossed over his chest. The CIO of his company had invited me to do a one-day presentation on IT customer service for their IT team. Michael and
Are You Really as Good as You Think You Are? IT Professional Self-Assessment & Growth Read More »
In Information Technology (IT), providing excellent customer service often feels difficult. With so many technical problems to solve and a constant demand for speed, it’s easy to overlook the people skills that ensure customer satisfaction. The truth is, great technical solutions are important, but they’re only the first part of the equation. Building strong, lasting
Improving Your Customer Service Skills: A Guide for IT Professionals Read More »
As someone who works in IT, chances are you got into this field because you enjoy technology. The challenge of troubleshooting a problem, designing a network, or writing clean, efficient code is satisfying. Many of us in IT want to work with technology. It’s what excites us, keeps us engaged, and gives us a sense
Technical vs. People Skills in IT: Understanding the Difference Between Wants and Needs Read More »
If you work in IT, you’ve probably experienced this before: a client reaches out, frustrated about a technical issue they don’t understand, expecting you to fix it immediately. Your job isn’t just to resolve the problem—it’s also to guide your client through the process in a way that leaves them feeling informed, respected, and valued.
Importance of Interpersonal Skills with Clients in IT Read More »
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