The Relational Technologist Mindset

XIV - Recommendations, Revisited

A better way of telling people what to do

Jun 25

XIII - For Clients, it's Often Their First Time

It’s commonplace for tech support professionals (TSPs) to be asked the same question over and over by their customers:

Jun 2

May 2025

XII - Deliberate, Dedicated Issue Resolution

Rethinking Tech Support in 2025... from a customer perspective

May 21

April 2024

XI - Know Your Audience

While navigating the seas of computer tech support, customers most likely have encountered a Tech Support Professional (TSP) whose explanations went…

Apr 18, 2024

March 2024

X - Protecting Your Schedule

A different invitation for a different kind of customer service

Mar 26, 2024

IX - The Strength of "I Don't Know"

When I was growing up, there was a popular show on TV that took place in a bar.

Mar 5, 2024

February 2024

VIII - Acknowledge The Client's Effort

Recently I visited a client who had a heightened state of anxiety and was very frustrated with their technology.

Feb 29, 2024

VII - See the Issue from the Client's Perspective

Sometimes, when I’m clicking on all cylinders and I resolve a client’s issue right before their eyes, they’ll ask how I got to know so much about…

Feb 23, 2024

VI - Stop Referring to Them as Users

We all want to leave our mark on society.

Feb 15, 2024

January 2024

V - Listen More Than Speak

In the past, I had a supervisor who asked a lot of questions of me and my tech support colleagues.

Jan 31, 2024

IV - Ask the Client What Didn't Make Sense

Back in the 80s, I usually ignored commercial breaks during TV shows, but I always stopped to marvel at a series of commercials by Federal Express…

Jan 18, 2024

III - Resolve the Issue for the Client, or Show Them How to Fix it

We’re all familiar with the well-known quote, “Give a man a fish, and you feed him for a day.

Jan 10, 2024