IT Customer Service 101: How to Deal with an Angry Customer or End-User

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 […]

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Customer Service Training Tips: 6 Ways to Show Respect to Other People

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

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5 Reasons to Invest in Online Customer Service Training

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

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Customer Service Training Tips: How to Communicate Successfully Using Email

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,

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IT Customer Service 101: How to Deliver Bad News

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

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9 Inspiring Customer Service Training Ideas for Your IT Team

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

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Customer Service Skills: 7 Ways to Improve Your Empathy

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

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Choosing the Right Communication Model in IT Customer Service

Are you communicating or just spewing information? Information is text, charts, and graphs. Just because you share it, doesn’t mean people understand it. Communication occurs when the people who receive your information understand it. The communication model you choose helps determine whether the receiver understands the message you intended. The burden of responsibility for communication

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Respect in IT Customer Service

I called my insurance provider with a simple question. The agent sighed audibly and spoke in a condescending manner. His instructions weren’t clear and he was impatient with me as I asked questions for clarification. I’m unwilling to let people treat me like that, especially when there are alternatives available for their products and services.

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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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