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.
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
What is Customer Effort Score (CES)? Read More »
Managing client expectations is one of the most common problems you’ll face in business, whether you’re an independent freelancer, a small business owner, or you work for a Fortune 500 company. Excellent customer service includes managing client expectations. When you know how to manage client expectations, you can operate more profitably and maintain your sanity.
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As an IT person, you will encounter many different types of people throughout your workday. Whether it’s an end-user with a software issue or a coworker needing network access permission, some will be grateful for your help and others will present challenging situations. Sometimes, it will be in a scheduled meeting where you can think
Customer Service Training Tips: Dealing with Difficult People Read More »
When I used to train I.T. people on various networking topics such as Cisco devices or Linux servers, I’d always include a section on problem-solving skills so they could troubleshoot issues that would occur in their networks. Troubleshooting is part of Principle #1, the Principle of Competence. The first problem-solving skill to learn is to
Problem Solving Skills: Troubleshooting for IT Professionals Read More »
Customer service training is all about delivering client satisfaction, whether you’re an MSP, a corporate IT department, a school district, or any other IT business. So, here are 10 keys to delivering client satisfaction through customer service training. Number 1: Quality. Customer satisfaction starts with quality. Your products and services must be well-made and easy
IT Customer Service Training Tips: How to Deliver Client Satisfaction Read More »
From an early age, most of us were taught when we make a mistake to say we’re sorry. That’s good advice, because an apology, offered sincerely, can help start a healing process and repair damaged relationships. Apologies are a key customer service skill. That’s true whether the relationship is short-term, such as a brief customer
Customer Service Skills: When and How to Apologize Read More »
What makes you feel disrespected? How do you react when you feel that way? How about the flip side? What makes you feel respected? How do you react when someone treats you with dignity and respect? Effective IT customer service training includes training on respect. Effective IT Customer Service Training: How to Show Your Customers
IT Customer Service Training Tips: How to Show Your Customers Respect Read More »
Whether you’re putting together an IT customer service training program yourself or arranging with Compassionate Geek IT Training to do it for you, there are five must-haves that will make your training initiative a success. Omit any of these five and you could end up wasting time and money on an ineffective program. In no
5 Must-Haves in an IT Customer Service Training Program Read More »
Customer service training, just like customer service itself, is not a simple process. There are, however, some basic customer service skills you can teach that will make a difference for your team, your customers, and your coworkers. 20 Customer Service Training Tips to Share with Your Team of IT Pros Telephone Skills. Make sure your
20 Customer Service Training Tips for IT Professionals Read More »
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