Online Customer Service Training: What Does it Mean to Be a Friendly Professional?

CIOs, IT managers, and MSP owners want their technicians and engineers to be friendly professionals in addition to being competent IT pros. In Compassionate Geek online customer service training courses, we frequently talk about the need to be a friendly professional. That sounds great, but what does it mean? Online customer service training includes these […]

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Best Practices for Providing Virtual Customer Support for IT Clients

As a CIO or MSP owner, you’ve probably struggled with how or if to get your customer support staff back to the office. You may have heard stories from friends and colleagues ranging from successful experiences to downright awful experiences providing virtual customer support. You may have even been through such experiences yourself. Here are

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How to Fire a Customer Compassionately

Sometimes, as an MSP owner or executive, you find yourself in a client relationship with someone who’s not a dream client. No doubt that’s a difficult situation. Firing an MSP client should usually be a last resort when nothing else has worked. Also, remember that the providers who can successfully manage even the most difficult

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Customer Service Tips: How to Say No to a Customer Request

My niece, Sally, worked in a law office where the office manager said, “We try to never say no to our clients.” Sally replied, “But what if the answer is no? What if someone asks if I’m an attorney? What am I supposed to say?” The office manager’s intent was good. She wanted to use

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IT Customer Service Skills: What Customers Want

As an IT manager, CIO, or MSP owner, if you frequently have to deal with end-user and customer complaints, it’s time to re-evaluate your IT team’s customer service skills. Studies show that poor customer service will negatively impact your company’s bottom line. Usually, a client’s first interaction with your department or business will involve a

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Is it a Customer Service Problem or a Leadership Problem?

Great Customer Service Starts with Great Leadership How do you identify the difference between a customer service issue and a leadership issue? The caller sounded desperate. “Don, we need you to come onsite right away. We’ve got some serious customer service problems we need to deal with!” Me: “Tell me what’s going on.” The caller: “Well, we’re

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What is Customer Effort Score (CES)?

Customer Effort Score (CES) is an important metric for a business owner to understand how difficult it is for customers to work with your company or department’s customer service team. It’s a critical part of customer service. Measuring customer effort metrics could include the onboarding process, after resolving issues, when password resets are needed, when

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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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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: 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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