late night technical support avoiding critical customer service mistakes

Critical Customer Service Mistakes for IT Pros to Avoid (Includes Video)

IT Customer Service / By / / 5 minutes of reading

As IT pros, CIOs, and managed service providers, delivering top-notch customer service is essential to the success of your career or business. Resolving customer service issues has become increasingly important. According to a report from Walker, customer expectations for ease increased from 11% in 2013 to 90% in 2020. Additionally, certain customer service mistakes can […]

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collaborative professionals in a meeting demonstrating why emotional intelligence is important in the workplace

Why is Emotional Intelligence Important in the Workplace?

Leave a Comment / IT Customer Service / By / / 6 minutes of reading

Emotional intelligence has been a popular buzzword for nearly three decades, but its adoption in the business world has skyrocketed in recent years. As a CIO, IT manager, or MSP owner,  you may already realize EQ is the key to unlocking a happier, more productive team. If you’re looking for a different way to improve

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The Best Communication Models for IT Customer Service

Leave a Comment / IT Customer Service / By / / 6 minutes of reading

As a CIO, IT manager, or MSP/TSP owner, you understand the importance of clear communication with your customers and end-users. Any information gaps can lead to frustration and conflict. To bridge these disconnects, let’s explore the power of communication models. By understanding different models and how they influence information flow, you can identify potential weaknesses

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effective listening; IT team members talking

How to Be an Effective Communicator at Work: Tips for IT Pros and IT Execs

Leave a Comment / IT Customer Service / By / / 11 minutes of reading

Effective communication skills are essential to success whether you’re a CIO, an IT manager, an MSP owner, or an engineer or technician. When you’re working with colleagues, clients, or customers, it’s important that you communicate clearly and effectively to achieve your goals and build relationships. But what does it take to be an effective communicator

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tech support skills; young man and woman on a computer

Master These Two Key Tech Support Skills for Your Career and Business Success

Leave a Comment / IT Customer Service / By / / 3 minutes of reading

The two most important tech support skills are so simple, yet so many people don’t get it. Resolve the Issue Tech support skill number one is to solve the problem! According to a Harvard Business Review article, many managers hire support staff for compassion or empathy skills, both of which are important, but technical customer

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Harnessing The Power of Artificial Intelligence at Compassionate Geek

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It seems like there’s nothing written today that doesn’t include a reference to artificial intelligence. Perhaps you’re wondering which bloggers and other writers are writing their own material or how they’re using AI in the content they produce. Here’s how I use AI at Compassionate Geek and, frankly, in everything else I write. Get Past

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Persuasion Techniques for CIOs, IT Managers, and IT Pros

Leave a Comment / IT Customer Service / By / / 6 minutes of reading

In a world saturated with information and options, being persuasive can be the deciding factor between success and failure. Whether it’s convincing other execs to support a major software change, persuading a customer to buy additional services from your MSP or TSP, or getting end-user buy-in for a new security initiative, persuasion techniques are invaluable tools. This

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communicate interpersonally; african american woman helping an asian man

Communicate Interpersonally: Terms of Non-Endearment

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I was checking out at the neighborhood grocery store when a checker came up behind me and asked, “Did you find everything you need, Hoss?” Hoss? Seriously? Perhaps like you, I’ve been called Hoss, Chief, Dude, Sugar, Darlin’, Love, Young Fella, Bro, Pardner, and any number of other names that have nothing to do with

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customer service skills

11 Crucial Customer Service Skills for IT Pros (and How to Develop Them)

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Like the character House on the TV series of the same name, there are a few IT pros who are exceptionally good at the technologies they support. They’re so talented and knowledgeable, in fact, that their employers and coworkers will tolerate poor customer service or interpersonal skills in order to gain the benefit of their

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customer expectations

Customer Expectations: 5 Must-Haves Customers Seek in an IT Service Provider

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IT professionals and IT execs, you know how your customers expect a variety of qualities and technical services from you and your coworkers? Let’s narrow it down to five key customer expectations they want most from you and your team. Number one: Expertise and Technical Proficiency: Your customers rely on you and your staff to

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