IT Customer Service

Posts for IT professionals about IT customer service, emotional intelligence, how to be a better listener, dealing with difficult people, stress management, and similar topics to help IT pros build great careers and relationships.

mindfulness practices;; one man listening to another

Mindfulness Practices for IT Managers: How to Lead with Focus and Clarity

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TL;DR: Mindfulness Practices for IT Managers You don’t have to keep fighting the chaos. The constant stream of emails, back-to-back meetings, urgent issues, and technical problems, it’s all enough to leave anyone feeling overwhelmed. But what if you could manage the stress and constant pressure without sacrificing your effectiveness as a leader? Imagine leading your […]

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customer care and service; women behind deli counter

IT Customer Care and Service, Deli-Style

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Top 5 Takeaways (TLDR) Customer Care and Service Bev understands customer care and service. She works behind the deli counter at my neighborhood Safeway. The other day, I stopped by to grab a quick lunch, and as usual, she greeted me with a warm smile and a kind word. She was efficient, cheerful, and, as

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team of technicians working together; leading high-performance teams.

Leading High-Performance Teams: What IT Leaders Need to Know

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Leading high-performance teams is often not what you expect. Josh Malone didn’t expect to become a leader. As a senior security engineer at the university where he worked, Josh was known for his deep technical expertise. He held a master’s degree in computer science, had earned his CISSP certification, and could sniff out a vulnerability

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AI programmer; how will AI affect jobs in IT

How Will AI Affect Jobs in IT? How to Prepare for an AI Future

Leave a Comment / IT Customer Service / By / / 8 minutes of reading

You’ve probably had conversations about artificial intelligence, maybe over coffee with a colleague, in a planning meeting, or while watching a tool like ChatGPT generate code in seconds. You already understand how quickly things can shift when a new tool gains traction. But beyond the hype, there’s a critical question we all need to consider:

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Mastering IT Team Leadership: 7 Proven Strategies for Good Leadership Skills and Qualities

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Good leadership skills and qualities aren’t just an asset; they’re a necessity for driving innovation and achieving lasting success. Not Necessarily Trained to Be a Leader Martin was a well-respected professor at a nationally known university. He had been given the responsibility for managing a team of IT support technicians, even though that was not

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How to Create Small Talk: Why It Matters for IT People and How to Do It Well

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When I was a teenager, I wanted so desperately to be cool. I thought that one of the characteristics of cool men was that they were aloof. They certainly didn’t waste time with small talk. As I got older, I frequently heard people knock small talk. They’d say, “I don’t like small talk.” or “I

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programmers working at night; online customer service training

Building a Compassionate IT Service Culture

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Why do you need to create a compassionate IT service culture? What makes one IT department easier to work with than another? What makes one MSP easier to work with than another? Why do some users sing the praises of their tech teams while others complain endlessly? In most cases, it’s not about technical skills

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diverse group of programmers; Compassionate Team Building for Workplace Success

Compassionate Team Building for Workplace Success

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Since you’re reading this, you probably work in IT. Chances are you’ve experienced team dynamics that either energized you or drained you. Whether you’re writing code, managing service tickets, or overseeing infrastructure projects, the people you work with and how you work with them can make all the difference. This article is for you, the

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woman hand on keyboard; written communication

What IT People Need to Know About Written Communication Skills

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Michael had been a systems engineer for more than a decade. He was technically sharp, reliable, and known for solving complex problems quickly. So when a network segment unexpectedly went down during a routine upgrade, he was shocked and embarrassed. It turned out another team member had followed Michael’s documentation from a previous change. But

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portrait of three business people using verbal communication skills

What You Need to Know About Verbal Communication Skills: A Guide for CIOs, MSP Owners, IT Managers, and IT Professionals

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If you’ve ever had a brilliant idea in a meeting that didn’t land or worse, left your coworkers confused or frustrated, you’re not alone. Verbal communication skills are essential in IT, whether you’re troubleshooting at the help desk, presenting to stakeholders, or coordinating with your team. You might get hired for your technical ability, but

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