technical support

CIOs Checklist: Are Your IT Teams Truly Customer Focused? | #CX #CustServ

CIOS Checklist: Image is customer satisfaction box

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.

Customer Service Mindset: Key Link in the Chain not Life in Chains | #custserv

Customer Service Mindset: Image is rope with chain connected.

Customer Service Mindset: Be a key link in the chain of success. It’s service not servitude. Best in service insights fr Kate Nasser, The People Skills Coach™.

Customer Experience: Loyalty Through Narcissism?

Customer Experience: Image is Box w/ News Flash

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.

Does Knowledge & Experience Dull Our Empathy? |#leadership #custserv

Experience Dull Empathy: Image is T-shirt saying You're Stupid.

Empathy is so important for business relationships and often missing. Does knowledge & experience dull empathy? Insights fr , The People Skills Coach™.

Customer Service: The Folly of Being Defensive in Business | #custserv

Customer Service Defensiveness: Image is the word STOP.

Defensiveness in business — especially in customer service — reduces trust and your brand. The critical fix fr Kate Nasser, The People Skills Coach™.

11 Surefire Beliefs for Superior Customer Experience #custserv #cx

Customer Experience Beliefs: Image is the neon sign "belief".

Our customer experience beliefs guide our actions. Here are 11 to deliver superior customer experience. Tips fr The People Skills Coach™.

Superior Customer Service: Sorry Doesn’t Mean Guilty! #NCSW14

Superior Customer Service: Image is Balloons w/ Sorry Words Celebrating!

Superior customer service doesn’t have debates on whether to say ‘we’re sorry’ to upset customers. It has loads of care. Insights fr The People Skills Coach™.

Customer Experience Superstars: Their Celebratory Give & Take! #CX

Employee Engagement: Image are gold stars.

Customer experience superstars distinguish themselves in these 11 ways. Join them & wow the customers! Insight fr The People Skills Coach™ keynote.

IT Customer Service Training: Logic to Empathy #CIO #ITIL

IT Customer Service Training: Image is stick figures working together.

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.

Customer Service Managers, Are You Leading? #custserv

Customer Service Managers: Image is Words: Leadership Teamwork Success

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.

Customer Support: Is It Actually Everyone’s Job? #Custserv

Customer Support: Image is the words themselves.

Leaders, in your company is customer support everyone’s job? Is everyone doing customer service? I am doing several posts on customer centricity. In this post I interview Vikram Bhaskaran to learn Freshdesk’s vision & lessons learned from flattening the traditional (hierarchical) customer support model.

Customer Service Tech Support Leaders: The True #PeopleSkills Job

Customer Service Tech Support: Image is words Need Help?

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™.

Customer Service Recovery: Use People Skills to Deliver vs. Defend

Customer Service Recovery, Don't Defend. Image is a sling shot.

Customer service recovery fails with every defensive phrase we speak. Here’s ONE that sinks it every time & what to say instead fr The People-Skills Coach™.

How Leaders Retard Customer Service Excellence

6 ways leaders unknowingly lower the bar of service excellence in customer care & IT technical support. Insight and solutions from customer service maven Kate Nasser.

Customer Care: A Harmless Harmful Response

Every moment with a customer is our chance to build care-filled loyalty. Every word we speak can either build harmony or harm the bond. Here are 5 seemingly harmless but harmful statements to replace with far more care-filled communication. Will you add yours to this list?

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