All episodes
7 Ways to Find Motivation When You Don’t Like Your Job
What to do if Your Company Won’t Provide Training
How to End a Support Call or Visit Gracefully
Condescension Karma
Techniques for Successfully Hiring and Managing Technical Staff
IT Careers: How to Start and Build Your IT Career
Technical Competence: How Much is Enough?
IT Customer Service and the 3 Ps
Treating Guests (and Customers) Like God
Listening Skills as a Critical Part of IT Customer Service
Complain Effectively Without Being a Jerk
Empathy for a Frustrated Customer or End User, Even When You Can’t Relate
How to Handle Customer Complaints in Three Practical Phases
Tech Skills or Customer Service Skills: Which is More Important? (Includes Video)
How to Deal with an Irate Customer or End User
How Compassionate Customer Service Can Improve Customer Satisfaction
The Importance of the Business Mindset in IT Customer Service
The Problem with Over-Sharing with Customers (TMI)
The Problem with Micro Digs and Insults in Teamwork
Emotional Intelligence Training to Help Your Relationships at Work (Includes Video)
How to Handle IT Customer Service Calls
How to Answer the Telephone in IT Customer Service
How to Handle Other People’s Emotions When You Just Can’t Relate
Overcoming Obstacles
Three Roadblocks to Success with People
Terms of Non-Endearment and, Dude, Breaking the Rules (Customer Service Rules)
Understanding the Business in Addition to the Technology
IT’s Role Within an Organization
How to Communicate Successfully Using Email
8 Ways to Show You Care
Five Keys to Becoming a Compassionate Geek
Stress Management for IT Professionals
Four Magical Customer Service Phrases (What to Say in Nearly Any Situation)
How to Deal with an Angry Type A Customer
Four Success-Blocking Character Traits (Don’t Do These Things!)
The Mysterious Tattooed Barista (or How to be a Good Listener)
How to Change Perceptions of Your IT Department
Emotional Intelligence Interview with George A. Harris, Ph.D.
The Five Principles of IT Customer Service
Customer Service Product Knowledge
Going Too Far with Authenticity
Genuine Relationships and Authenticity: An Interview with Jennifer Yost, MA and LMHC (Video and Transcript)
How to be Authentic in Your Authenticity
A New Year, The Same You and Me (Self-Improvement)
Four Simple Life-Changing Books every IT Person Should Read
Unaware or Don’t Care: Bad Either Way
Compassion Test: What Would I Do?
Gratitude: How to be More Grateful
Reputation Management: The Power of One
IT Management by Wandering Around
A Salute to Veterans
End Users and Customers Are People First
The Problem with “Not My Problem”: How Teamwork Solves Problems
How to Troubleshoot Nearly Anything
Five Critical Customer Service Mistakes
What to Do When You Don’t Know the Answer to Customer Questions (Includes Video)
How to Say “No” to a Client (Includes Video)
People Skills Training and The IT Competence/Charisma Model (Includes Video)
Is Arrogance Killing Your Career?
Six Ways to Show Respect to Other People (Includes Video)
Top 10 Ways to be a Good Listener (Includes Video)
Seven Ways to Improve Your Empathy
7 Ways to Become More Compassionate
5 Rules for How to Deliver Bad News
A Customer Service Reminder: We’re All Clueless Sometimes
Defying the Odds: The Tenacity of Starcia Ague
Call Center Articles: Humor in the Danger Zone: When Jokes Interfere with Our Job
How to Deal with a Negative Environment
Success in Marriage and the Help Desk: Some of the Same Human Relations Concepts Apply
How to Talk to a CEO; Professional Communication Skills for the Helpdesk
What Can IT Customer Care Learn from a Country Music Hall of Famer?
Why Certify? Is IT Certification Truly Valuable?
How to Win Your Audience: Do’s and Don’ts of Public Speaking
How to Lose Your Audience: 5 Easy Keys to Having a Public Speaking Fail
Anger Management: 3 Tips for What to Do When You Get Angry (Includes Video)
Customer Care Training Rule Number One: First, Do No Harm