Posted in Customer Service, Hot Topics and New Bits, IT
CIOS, IT Directors, Managers – If your customers still say you lack customer focus, use these 12 insights to reshape your information technology culture and deliver the ultimate IT customer service.
Posted in Customer Service, Hot Topics and New Bits, IT
Super customer service experience is about positive feelings but leaders grouse that they can’t build a business on the randomness of feelings. Well customer feelings are NOT random. Look behind the impact of the customer’s request and you’ll find the pain and then deliver the gain — for them and for you.
Posted in Customer Service, Hot Topics and New Bits, IT
Super customer experience is achieved when you think from the customer perspective not from yours. Involve them & win their loyalty. 4 ways to win big.
Posted in Customer Service, Hot Topics and New Bits, inspiration, People Skills, Soft Skills
A sincere apology rebuilds trust w/ others. Ironically, it also builds trust in yourself. Do you or someone you know have trouble apologizing? Here’s some inspiration for leaders, team members, technical professionals, & customer service reps.
Posted in Employee Engagement, Hot Topics and New Bits, inspiration, Leadership, People Skills
Intuitive Leadership: Ways non-intuitive leaders can lead and benefit from intuitive employees. Latest insight fr The People Skills Coach™. | Employee Engagement.
Posted in Careers & Jobs, Hot Topics and New Bits, Teamwork
Leaders & organizations that salute talent who don’t want to move up the ladder, attract & retain the best. Celebrate these 25 and have your team add far more to this list! Great team building activity that delivers organizational success.
Posted in Customer Service, Hot Topics and New Bits
Don’t just focus on angry customers. Reverse customer experience strategy & make sure you retain calm customers too. Video fr The People Skills Coach™.
Posted in Customer Service, Hot Topics and New Bits, inspiration, Listening Power, People Skills, Soft Skills
The very best method for dealing w/ difficult customer moments & create great customer experience. The People Skills Coach™ reveals an eternal truth.
Posted in Customer Service, Hot Topics and New Bits, IT, People Skills, Soft Skills
IT Customer Service training teaches empathy to logic based teams. From this you get org. collaboration & cross teamwork between technical and non-technical teams. After 25 years of teaching IT Customer Service to programmers, operations staff and tech support reps, I share in this post some of the keys to doing it. They are very capable of developing great people skills.
Posted in Customer Service, Hot Topics and New Bits, Leadership
Customer service teamwork: Leaders, how do you handle the rigid team members who are sticklers for procedure yet care a great deal for the customers? Here’s the easy answer from The People-Skills Coach™.
Posted in Customer Service, Employee Engagement, Hot Topics and New Bits, Leadership
Customer service managers, supervisors, team leads: you often get stuck in the weeds of daily management. Lead & inspire to breed success! Here’s a guide.
Posted in Customer Service, Hiring Talent, Hot Topics and New Bits, IT, People Skills
To hire best customer service tech support agents, add these attitudes and people skills to the job description you advertise! From The People Skills Coach™.
Posted in Customer Service, Hot Topics and New Bits, IT, People Skills
To deliver unforgettable customer service inside or outside of your organization, first start with this simple effective definition. It will take you far and high!
Posted in Customer Service, Hot Topics and New Bits, inspiration
Customer service is not about giving help. It’s about being the customer’s buoy. 6 ways fr The People-Skills Coach™ to buoy your customers and yourselves!
Posted in Customer Service, Hot Topics and New Bits, inspiration, IT
This guest post I wrote for Desk.com blog offers 15 essential beliefs for excellence in customer service & sales. Our actions follow our beliefs. After you read these 15, add the beliefs that have led you to success with your specific customers!