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.

5 Steps to Improve Your IT Team’s Interpersonal Communication Skills

Whether you’re a CIO, IT manager, or MSP owner, you understand that your company thrives when your IT team can quickly solve tech problems. You may have also observed how the right words from an IT customer service person helps your customers or other team members feel validated and empowered. This is the work of […]

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The Most Important Customer Relations Skills for IT Professionals

As a CIO, IT manager, or MSP owner, you already know the role good customer service plays in customer retention, customer satisfaction, and customer loyalty. But what if you’re ready to take it to the next level? These are the customer relations skills to prioritize if you want to kick your IT customer service up

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Why CIOs Should Have Customer Service Training for Employees

Should you add customer service skills to your list of required training modules for your IT employees? Is it really necessary when the ever-changing tech landscape requires near-constant skill upgrades already? The truth is, as a CIO, MSP owner, or IT manager,  you can’t afford to skip customer service training for employees in any position.

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Top EI Skills All Technology Professionals Need

Emotional intelligence (EI) is widely recognized as critical to workplace success. Regardless, many in the IT industry still prioritize technical skills. In reality, technology professionals need both tech and emotional skills for success. Four skill areas comprise emotional intelligence: self-awareness, self-management, social awareness, and relationship management. Within each area are specific skills a person needs

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The Best Communication Models for IT Customer Service

CIOs, IT managers, and MSP/TSP owners: Suppose your customer and end-user feedback indicates that somewhere there’s an information disconnect. So how do you solve it? If you’re like most CIOs, MSPs and IT managers, you’ll analyze written communication, evaluate your employees’ IT skills, or chalk it up to a customer’s inability to clearly articulate their

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How CIOs and IT Managers Benefit From Reskilling IT Teams in Customer Service

There’s nothing more valuable to a CIO, IT manager, or MSP owner than a good employee. If you’ve got team members with a wealth of company knowledge and rock-solid IT skills who already fit effortlessly into the company culture, it only makes sense to do everything in your power to keep them around. That’s where

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Is Customer Service Important?

Is customer service important? The answer is yes! Customer service has both short-term and long-term implications. Consider this real-life experience: I needed some short-sleeved shirts. My long-time clothing store had closed all its Seattle locations, so I decided to try Men’s Warehouse. As I entered the store, a sales clerk mumbled a greeting. I explained

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Emotional Intelligence Training Improves IT Workplace Dynamics

CIOs, IT managers, and MSP owners, when you want to improve workplace culture and increase employee satisfaction, you may consider strategies like improving workflow, increasing flexibility, boosting pay, or adding benefits. Studies show that one of the most influential factors of employee happiness is positive relationships with coworkers. By offering emotional intelligence training for employees,

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Emotional Intelligence Training Activities for Your IT Team

Are your employees struggling with interpersonal interactions with customers or each other? Do you find yourself responding to customer complaints that should have been avoidable? Maybe you feel like your team isn’t as cohesive as it could be. The solution is to include emotional intelligence training activities in your IT staff development strategy. Reasons to

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Training in Emotional Intelligence Improves IT Customer Service

CIOs, IT managers, and MSP owners, your IT team is skilled. They can solve any technical problem that comes their way. And since many of them are not in a designated customer support position, you may wonder if they really need training in emotional intelligence and IT customer service training. The answer is yes. Here’s

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