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manage client expectations

How to Manage Client Expectations

Managing client expectations is one of the most common problems you’ll face in business, whether you’re an independent freelancer, a small business owner, or you work for a Fortune 500 company. Excellent customer service includes managing client expectations. When you know how to manage client expectations, you can operate more profitably and maintain your sanity. …

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dealing with difficult people

Customer Service Training Tips: Dealing with Difficult People

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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problem solving skills

Problem Solving Skills: Troubleshooting for IT Professionals

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 …

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customer service training customer satisfaction

IT Customer Service Training Tips: How to Deliver Client Satisfaction

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 …

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customer service skills how to apologize

Customer Service Skills: When and How to Apologize

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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customer service skills conflict resolution

Key IT Customer Service Skills: Conflict and Resolution

Conflict happens in the workplace, whether we like it or not. Some people aren’t bothered by it, even drawn to it; others avoid it at all costs. Regardless of whether you’re drawn to it or avoid it, conflict resolution is one of the necessary customer service skills for career success in IT or any other …

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customer service training

IT Customer Service Training Tips: How to Show Your Customers Respect

What makes you feel disrespected? How do you react when you feel that way? How about the flip side? What makes you feel respected? How do you react when someone treats you with dignity and respect? Effective IT customer service training includes training on respect. Effective IT Customer Service Training: How to Show Your Customers …

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customer service training programs

5 Must-Haves in an IT Customer Service Training Program

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

20 Customer Service Training Tips for IT Professionals

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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customer service skills

IT Customer Service Skills: What to Do When You Don’t Know the Answer to a Customer Question

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 …

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