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.
How Not to Apologize Have you ever noticed that some corporate apologies don’t actually apologize for anything? I especially notice this with airlines when there are problems with a flight. “We apologize for any inconvenience.” “We regret that some customers experienced service interruptions.” “Your feedback is important to us.” They all sound polished. They all […]
How to Apologize When IT Gets It Wrong Read More »
How to Admit You Don’t Know Without Losing Credibility in IT One of the quickest ways to damage your credibility in IT is to confidently give someone an answer that turns out to be wrong. Yet, we do it more often than we might like to admit, sometimes because three simple words can be surprisingly
The Fastest Way to Lose Credibility in IT: How to Admit You Don’t Know Read More »
The Dunning-Kruger Effect in IT: Confidence Exceeding Competence One wrong command is all it takes. One confident administrator types a command into the wrong terminal window. A database disappears. A firewall rule locks thousands of users out of the network. A software update rolls into production without testing. A ransomware attack succeeds because someone assumes
Why Bother with Non-Technical Job Interview Questions? Most technical interviews spend too much time trying to determine whether a candidate knows the technology. That’s understandable. Nobody wants to hire a network engineer who doesn’t understand networking or a desktop technician who can’t troubleshoot Windows. But here’s the reality: technical skills get people hired. People skills
If you’ve ever looked at your to-do list and thought, “I don’t even know where to start,” you’re not alone. It’s one of the most common time management challenges in IT: Too many tasks, not enough time, and everything seems like a priority. That’s where the IT Impact Matrix comes in. This is another lesson
Time Management for IT Pros and Execs: The IT Impact Matrix Read More »
Here’s another article based on one of the lessons in our new course Master Time Management for IT Professionals. It’s now open for enrollment for you and your team. Time management advice is everywhere, especially in IT, where it always feels like there is more work than time. But not all advice is helpful. Some
Mythbusting: 5 Common (and Inaccurate) Time Management Myths Read More »
This article is copied from a lesson in our new course, Master Time Management for IT Professionals: Managing Interruptions and Priorities in IT. It’s open for your team to enroll today. We’ll be featuring lessons from the course over the next few weeks. It’s All About Control Let’s talk about control. Specifically, control over your
Taking Back Control of Your Time Read More »
Basic vs. Advanced IT Customer Service: The Difference Between Fixing Technology and Supporting the Business Most IT professionals understand the importance of customer service. They answer calls, respond to tickets, troubleshoot problems, and work hard to keep systems running. That’s all important. Without technical competence, nothing else matters. However, there is a significant difference between
Maximizing Customer Satisfaction: Advanced Techniques for IT Professionals Read More »
TLDR: Certification is Important for IT Careers • Certifications help IT professionals fill knowledge gaps and strengthen troubleshooting skills. • Customer service certifications improve communication, empathy, and professionalism with end-users. • Technical skills alone aren’t enough. The best IT pros combine competence with people skills. • Certifications paired with real-world experience can lead to better
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Understanding Customer-Centric Culture Brandon is the VP of operations at a large MSP. He’s frustrated because “most of the people applying for tech jobs have great tech skills, but don’t know how to deal with people.” Brandon explained that most of the level-one technicians he hires require extensive training in interpersonal communication, emotional intelligence, and
Creating a Customer-Centric Culture in IT Departments Read More »
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