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customer service skills

3 of the Toughest Customer Service Skills to Master

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 …

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customer service in IT

The Difference Between Customer Experience and Customer Service in IT

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 …

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customer service training for employees

Customer Service Training for Employees in IT: 3 Key Takeaways

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 …

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empathy in customer service

The Importance of Empathy in Customer Service Training

Have you ever been on the phone with customer service and wanted to scream, “PUT YOURSELF IN MY POSITION!”? You were asking the other person for empathy in customer service. When you empathize with another person, you try to imagine how you would feel if you were them. You think about what you would want …

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customer service training

10 Customer Service Training Best Practices

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 …

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customer service training listening

Customer Service Training Tips: Becoming a Better Listener

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 …

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customer service training programs

What Effective Customer Service Training Programs Should Include

Effective customer service training programs help your team members by challenging their pre-existing beliefs about how to treat customers and coworkers, introduce new ways of working with people, and establish standards of behavior for your organization. Justification for the Customer Service Training Program Simon Sinek’s Golden Circle holds true, “Without the why, the how and …

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IT Customer Service

3 Ways You Can Start Improving Your IT Customer Service Right Now

IT customer service is crucial to your company’s success, whether you’re an MSP, a VAR, an internal IT department at a university or corporation, or any other organization providing IT services. Technical mastery is, of course, required. IT customer service mastery, however, is how you build successful relationships with customers and coworkers. As an individual, …

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customer service

Top 5 Customer Service Qualities of IT Professionals

The top 5 customer service qualities of IT pros are exactly the same as the 5 principles of IT customer service success. The most successful IT pros understand that their career success is based on mastering both technical competence, their ability to master the technologies they support, and charisma, their ability to understand, get along …

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customer service training

Customer Service Training Tips: Handling Difficult Customers

Customer service training offers many benefits for IT departments and businesses. One of the most important benefits of such training is helping IT pros handle difficult customers and coworkers. If you’re an IT manager, executive, or business owner, you’ll improve customer retention and cut down on employee attrition when you provide your team with tools …

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