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“My customer’s aren’t complaining, we’re good!”… Ever Find Yourself Saying This? Read On

A recent interaction with one of my clients went something like this: Me: “How’s your help desk doing?” Client: “Great! We haven’t had a complaint in over a month!” Me:  “That’s not good.” Client: “What do you mean?!?! It’s great!”

5 Quick Tips for Exceptional Customer Service

For any customer service driven business, providing the highest quality of customer service is crucial to your business. Most of us know the basics of how to provide good customer service, but fail to do so on a consistent basis. Based on my experiences of 20 plus years in IT, here are my top five […]

Insider Advice for the IT Support Professional

As someone who has been an IT support professional for over 20 years, I have held a multitude of roles. I’ve been both hands on technical (Desktop Support Technician, Level 3 Support Engineer, Project Engineer/Lead) and have held several management positions (Help Desk Manager, Director of an advanced technology group, Director of Support Services at […]