We stand with Ukraine.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.
When your customers call, email, open chats, or otherwise request customer service technical support, you have a unique opportunity to win a loyal customer or lose a loyal customer, all by the way you handle their issue. Your CSAT scores, Customer Effort Scores, and other metrics are all related to your ability to handle customer …
Effectively Respond to Customers’ Complaints with Technical Support Read More »
CIOs, IT Managers, and MSPs Know How to Reduce Ticket Backlog in IT Customer Service In 2016, Australian businesses lost $122 billion due to poor customer service. Estimates of the cost of business lost in the United States due to poor customer service range from $75 billion to $1.6 trillion per year. As a CIO, …
How to Reduce a Backlog of Tickets? Use Your Problem Solving Skills Read More »
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 …
Online Customer Service Training: What Does it Mean to Be a Friendly Professional? Read More »
Language changes, whether we like it or not. It’s the same with culture, especially workplace culture. A sign of being irrelevant and out-of-touch is the use of old phrases and out-of-date language. That can indicate a lack of professionalism in the workplace. It can interfere with the customer service experience. It can also create barriers …
Lack of Professionalism in the Workplace: Language Choices to Enhance Communication Read More »
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 …
Best Practices for Providing Virtual Customer Support for IT Clients Read More »
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 …
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 …
Customer Service Tips: How to Say No to a Customer Request Read More »
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 …
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 …
Is it a Customer Service Problem or a Leadership Problem? Read More »
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 …
