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 […]
Good Active Listening in IT Customer Service Read More »
Can you teach empathy techniques in an IT customer service course? Can empathy be taught at all? The answer is a resounding yes! In fact, there’s some research that indicates our brains are wired naturally for empathy. Your ability to imagine what your end-user, another type of customer, or coworker is going through is a
How to Teach Empathy Techniques in an IT Customer Service Course Read More »
Compassion is principle number two of the 5 Principles of IT Customer Service Success. It’s a simple concept of caring about another person. Compassion in IT customer service training programs involves teaching how to notice another’s suffering, combined with a desire to help. Of course, as in many aspects of customer service, it’s sometimes easier
How to Teach Compassion in IT Customer Service Training Programs Read More »
How technically competent are you? How about your team? How do you know? When you’re working with your team, one of the first ideas for IT customer service training is to help them develop technical competence. Perhaps you’ve heard someone say to hire based on cultural fit, attitude, or personality; that you can’t teach people
Ideas for IT Customer Service Training on Competence Read More »
Who Needs Customer Service Skills? When most of us got into IT, we weren’t thinking about customer service skills. Not one little bit. We did it because we’re fascinated by technology. For many people, a career in IT was a natural outgrowth of gaming. For others, it came from tinkering with technology. When I was
3 of the Toughest Customer Service Skills to Master Read More »
Customer service in IT is part of the overall customer experience. Think of customer service as when your company or department interacts with the people you serve. Customer experience includes customer service, website usability, product or service functionality, environment, and everything else that affects how the end-user or customer feels about their relationship with your
The Difference Between Customer Experience and Customer Service in IT Read More »
What do you want to accomplish with customer service training for employees? Maybe you had an incident where an employee made mistakes in handling a customer issue. Perhaps your boss complained to you about poor customer service from one of your team members. Sometimes, it’s an internal customer service issue between coworkers who just can’t
Customer Service Training for Employees in IT: 3 Key Takeaways Read More »
Have you ever been on the phone with customer service and wanted to scream, “Put yourself in my position!”? You were asking the representative for empathy. You wanted them to imagine how they’d feel if they were on the other end of the line, feeling frustrated and helpless, because you knew they’d respond to you
The Importance of Empathy Training for Customer Service Jobs Read More »
Your customer service training program must deliver clearly defined benefits through clearly defined training objectives. In other words, what do you hope to accomplish with customer service training? Identify Each Team Member’s Purpose In study after study about employee motivation, it’s clear that your team members need to feel a sense of purpose in their
10 Customer Service Training Best Practices Read More »
A basic part of customer service training is to teach how to be a better listener. In fact, one of the greatest gifts we can give to a fellow human is to be a good listener. A good training program will provide specific techniques a student can use to improve their listening skills. Being a
Customer Service Training Tips: Becoming a Better Listener Read More »
206 988 5858
Sign in
Cart
English 
Spanish 
French