All Episodes
The Compassionate Geek — 176 episodes · page 1 of 2
Attention! (and Bad Customer Service)
How to Show Respect
“Shoulding” All Over Yourself and Misguided Self-Help Myths
How to Be a Powerful Uplifting Presence: A Positive Point of View
A Solution for Poor Customer Service
How to Improve Your Emotional Intelligence for Great Relationships
Prime Time Management
Technician’s Checklist for Customer Support
When Clients Bypass Customer Support Systems
How to Handle an Angry Customer (Includes Video)
How to Deal with Inappropriate Behavior (Includes Video)
Inspiration and Perseverance in a Time of COVID
Your Life Matters and Relationships Matter
How to Cope with the Stress When the Whole World is Upside Down
Caring for Customers Like Amazon Does
What is an Active Listener: The Fine Art of Listening Well
How to Manage Your Own Emotions
IT Customer Experience Like a Michelin-Starred Restaurant
What Compassionate Customer Service is NOT
How to Be a Better Listener Video (Three Types of Listening)
How to Practice Gratitude: The Life-Changing Power of Sincere Gratitude
One of the Most Important Customer Service Mistakes to Avoid (Includes Video)
What it Means to be Patient with End-Users (Includes Video)
Career Roadblocks On Your Way to Success
How to Lose a Customer in 10 Minutes (Includes Video)
Poor Customer Service Examples: Missing Appointments and Not Doing Your Homework (Includes Video)
Six Ways to be Sincere (Includes Video)
Customer Service Support: Why Things Go Wrong (Includes Video)
Proactive Customer Service Examples (Includes Video)
Customer Care: 8 Ways to Show You Care (Includes Video)
Collaboration in Work (Includes Video)
Service and Sales Conflict: Successful Management (Includes Video)
Never Argue with a Customer
The Benefits of Management by Walking Around
The 5 Principles of IT Customer Service Success (Includes Video)
Competence Charisma IT Career Success Model
Communication Style: 3 Ways to Choose the Right One (Includes Video)
How to Handle a Really Angry Person
IT Customer Service Fundamentals
Listening to Customers
Best Team Building Exercises for IT Teams
Employee Retention Strategies: How to Retain High-Performing Tech Employees (Includes Video)
Leadership Qualities: How to Successfully Manage High-Performing Tech Employees (Includes Video)
How to Hire High-Performing Tech Employees
Principle #3: Empathy
Encouraging Words for Coworkers: A 7-Year-Old’s Lost Home Run
How Not to Serve Your Customer (Bad Customer Service)
Three Customer Service Fails
Understanding True Intent of End Users and Other Customers
Volunteer as a Means to Enhance Customer Service
Self-Improvement: Honing Your Skills
Setting Customer Expectations
The DLL Stress Management Tool for IT Pros
Personal Change Management: When Management Makes Changes
Customer Knowledge: How to Know How Much They Know (Your Customers, That Is)
Confirm Resolution Before Closing a Ticket (Includes Video)
Two Rules on Grammar (for Grammandoes and Non-Grammandoes, Alike)
Making Small and Positive Human Connections in Another Person’s Life
Corrected or Humiliated?
Your Implicit Service Level Agreement
Amazing Customer Service from The US
When Customer Focus Includes Sharing Customer Information
Trying to Understand Intent
Judging Books (and People) by Their Covers
Never Assume a Level of Customer Knowledge
Transforming Relationships with a Thank You
IT People Setting a Standard for Respect and Civility
A Hierarchy of IT Needs
How to Handle a Customer Support Chat Session
How to Deal with a Customer Service Question (Answer It!)
Positive Customer Choices When Choices Are Limited
The Real Problem with Customer Service Systems
Conflict Management Training: 5 Keys to Successful Conflict Resolution
Simple Self-Improvement Steps to Being Even Better Than You Already Are
The Dangers of Jargon
The Importance of Following Up on a Hall Conference
Why You Must Never Discuss Other Customers in Front of a Customer
Communicate or Die!: The Importance of Communication in Customer Service
The Power of Appreciation with Your Customers and Colleagues
Impressions Matter in Customer Service
Workplace Culture and Your Personal Style
How to Say No to a Customer Without Being a Jerk
Why You Must Market Your Value as an IT Professional
Customer Focus: It’s Not About Technology, It’s About People
The Danger of No Communication
11 Powerful Tips for Dealing with Authority Figures in IT Customer Service (Includes Video)
How Gratitude Unlocks the Fullness of Life
Why It Is Important To Be Proud And Show Your Pride To Your Customers
5 Ways to Handle a Chatty Customer (Includes Video)
How a Receptionist at One Company Torpedoed Job Applicants at Another Company
Customer Communication: What’s the Best Way?
The Importance of Assessing Customer Competence
How Labels and Painting in Broad Strokes Can Undermine Good Decisions
Two Contrasting Approaches to IT Customer Service
Automation Creep: How to Succeed in a Changing Job Market
Anger Management Techniques: 10 Tips to Help You Keep Your Cool When Everyone Around You is Really Hot (Includes Video)
Successful Communication Techniques for Technical People: Interview with Lisa Voso
How to Turn Around a Failed Client Relationship
5 Concepts IT Pros Need to Understand About Their Jobs and Careers
Championship Performance Under Pressure: Interview with Maureen Manley