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.

manager with laptop discussing project with team; communication models

The Best Communication Models for IT Customer Service

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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

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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

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The two most important tech support skills are so simple, yet so many people don’t get it. [ez-toc] 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

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developers brainstorming artificial intelligence solutions

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. [ez-toc] Here’s how I use AI at Compassionate Geek and, frankly, in everything else I write. Get

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persuasion techniques; co-workers in a meeting

Persuasion Techniques for CIOs, IT Managers, and IT Pros

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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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positive workplace culture

8 Ways To Promote a Positive Work Culture in IT

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CIOs, IT managers, and MSP owners know that creating a positive work culture is vital for the success of any IT company. It sets the tone for how your employees interact with each other. It affects how they approach their work and ultimately impacts your company’s overall success. When your employees feel valued, supported, and

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multi-generational people talking; communication preferences

Communication Preferences: Slack and Email and Chat, Oh My!

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What are your communication preferences? Slack or Teams? How about texting? Email? Chat? An old-school phone call? What about Zoom? Or, here’s something novel. How about a face-to-face meeting? Or, you could go really old school and send a handwritten note or letter. How do you choose which communication channel to use? What’s the Type

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