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.

Key IT Customer Service Skills: Conflict and Resolution

Key IT Customer Service Skills: Conflict and Resolution

Conflict happens in the workplace, whether we like it or not. Some people aren’t bothered by it, even drawn to it; others avoid it at all costs. Regardless of whether you’re drawn to it or avoid it, conflict resolution is one of the necessary customer service skills for career success in IT or any other […]

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MSP customer experience; young woman with headset

Best Practices for Elevating the MSP Customer Experience

Your success as a Managed Service Provider (MSP) is based, in large part, on customer experience. It can set your business apart, help to build customer loyalty, and accelerate your company’s growth. However, creating a superior customer experience requires a comprehensive understanding of your customer’s needs and expectations. Here, we’ll explore some proven tactics to

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Best wishes for 2024. Two IT leaders shaking hands.

Best Wishes for 2024

2023 is nearly at its end. Here are my best wishes for you, as CIOs, IT managers, MSP owners, and IT professionals: May you navigate the ever-changing, ever-evolving world of technology with wisdom, compassion, and grace. Remember, your success lies not in pursuing technology for its own sake but in harnessing technology to serve your

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customer service agent with headphone

6 Steps in a Successful Tech Support Session from the Customer Service Pros (Includes Video)

Customer service pros know there are six steps in a successful tech support session. Understanding and using them helps ensure your customer is satisfied, both with the technical solution and the manner in which you handled their issue. What is Technical Support? Technical support is essential to any successful service or product, as it helps

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5 Levels of Listening During a Customer Service Call

Leaders who listen effectively are more successful. For IT teams, becoming a better listener is a key way to set apart good leaders from great ones. In this blog, we will explore the five levels of listening and their impact on leadership. From ignoring to empathetic listening, we’ll delve into each level and explain why

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What is Professionalism in the Workplace

Professionalism in the workplace is a key to your career success. Whether you are a Chief Information Officer (CIO), an IT manager, or an IT professional, understanding and embodying professionalism is crucial for personal growth and organizational achievement. Professionalism is a key part of leadership, whether you’re in an official leadership position or not. But

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Gratitude: The Ultimate Guide for IT Execs and IT Pros

What is Gratitude? Gratitude Definition Gratitude is a powerful, positive emotion that can have significant benefits for you, both personally and professionally. It is a state of appreciation for the good things in life, big or small, and acknowledging the role others play in our success and well-being. In the context of the CIOs, IT

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The 5 Principles of IT Customer Service

Successful solutions providers, help desks, and internal IT departments build a culture of service based on five principles of customer service. Everything we teach and do at Compassionate Geek is also based on those same five principles. If you run your business, your department, or your career based on these five principles, you will most

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Why Get IT Certification?

In today’s ever-evolving digital world, being up to date on the latest trends and technologies is essential for staying ahead of the competition. For many, IT certifications are a great way to prove your worth in the tech industry. By earning an IT certification, you can demonstrate your knowledge and expertise in a specific area,

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