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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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
Problem Solving Skills: Troubleshooting for IT Professionals Read More »
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
IT Customer Service Training Tips: How to Deliver Client Satisfaction Read More »
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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Whether you’re putting together an IT customer service training program yourself or arranging with Compassionate Geek IT Training to do it for you, there are five must-haves that will make your training initiative a success. Omit any of these five and you could end up wasting time and money on an ineffective program. In no
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Customer service training, just like customer service itself, is not a simple process. There are, however, some basic customer service skills you can teach that will make a difference for your team, your customers, and your coworkers. 20 Customer Service Training Tips to Share with Your Team of IT Pros Telephone Skills. Make sure your
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No one has all the answers, but sometimes it can feel like you’re expected to know the answer to every question a customer or coworker asks. This critical customer service skill is not, however, about your ability to answer every question. It’s about your ability to handle every question gracefully and ultimately to provide a
Satisfied clients are your best source of repeat business and new business. That seems so obvious, but what can you do to ensure your clients are satisfied? It’s more than just good customer service. Good customer service is the minimum requirement for client satisfaction, so what else do you need to do? 6 Tips to
IT Customer Service 101: How to Deliver Client Satisfaction Read More »
Customer service work can be a tough job, whether you’re supporting computer users or retail customers. Some common mistakes can undermine the customer service experience. Fortunately, they’re easy to avoid once you’re aware of them. Customer Service Mistakes Here are five common mistakes guaranteed to ruin customer service experiences and kill good customer service: 1.
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Customer service is all about relationships. Admittedly, sometimes the relationship has a very short life, such as when a call center technician gets a call for simple tech support like a password reset. Still, there’s a relationship. Even if the interaction lasts only two or three minutes, the other person’s memory of the interaction becomes
Four Magical IT Customer Service Phrases (What to Say in Nearly Any Situation) Read More »
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