The Relational Technologist Mindset

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

March 2024

X - Protecting Your Schedule

A different invitation for a different kind of customer service

Mar 26

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

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

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

VI - Stop Referring to Them as Users

We all want to leave our mark on society.

Feb 15

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

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

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

December 2023

II - Never Let the Client Lose Face

Back when I first started my career as a professional tech I worked with a very talented and brilliant server administrator.

Dec 26, 2023

I - Never Make the Client Feel Dumb

Some years ago, I began a new position in tech support.

Dec 21, 2023

Modern tech support is broken. Is it worth fixing?

When office computers first arrived on employee desks thirty to forty years ago, getting tech support used to be a simple process:

Dec 6, 2023