How the Expertise Trap Traps You

Course Lessons

1. 1- Seven Ways to Improve Your Empathy
2. 2- Four Magical Customer Service Phrases (What to Say in Nearly Any Situation)
3. 3- Five Critical Customer Service Mistakes: Customer Service Training Video
4. 4- Six Ways to Show Respect to Other People: Customer Service Training Videos
5. 5- What to Do When You Don't Know the Answer to a Customer Question: IT Customer Service Training Video
6. 6- 5 Levels of Listening (How to Be a Better Listener): Customer Service Training 101
7. 7- How to Deal with an Angry Customer or End-User: Customer Service Training 101
8. 8- How to Say No Without Alienating Your Customer: Customer Service Training Videos
9. 9- How to Use Emotional Intelligence to Improve Customer Service: Customer Service Training 101
10. 10- How to Troubleshoot Nearly Anything: Customer Service Training Videos
11. 11- The 5 Principles of IT Customer Service
12. 12- Why Customer Service Matters for IT Professionals: Customer Service Training 101
13. 13- How to Manage Client Expectations
14. 14- The Transforming Power of Gratitude: Customer Service Training 101
15. 15- It's Okay to Make Mistakes (Thanks to Grace): Customer Service Training 101
16. 16- Three Tips for Anger Management: Customer Service Training 101
17. 17- 7 Ways to Become More Compassionate: Customer Service Training 101
18. 18- Arrogant vs Confident: Why Arrogance is Bad for Your Career
19. 19- IT Career Advice: Customer Service Training Videos
20. 20- End Users and Customers are People First: Customer Service Training Video
21. 21- Reputation Management: The Power of One
22. 22- Gratitude: How to Be More Grateful
23. 23- Four Simple Life-Changing Books Every IT Person Should Read
24. 24- How to be Authentic in Your Authenticity: Customer Service Training Video
25. 25- How to Stay Motivated When You Don't Like Your Job
26. 26- The Single Most Important Customer Service Skill for Help Desk (and other IT) Staffers
27. 27- The Five Most Critical Skills for a Successful IT Career: Customer Service Training
28. 28- Learn customer service and communication skills for IT staff.
29. 29- Emotional Intelligence for IT Pros: Interview with George A. Harris, PhD
30. 30- How to Change Customer Perception of Service: Customer Service Training
31. 31- Stress Management for IT Professionals: Customer Service Training
32. 32- Five Keys to Success as a Compassionate Geek: Customer Service Training
33. 33- 8 Ways to Show You Care: Customer Service Training
34. 34- IT's Role Within an Organization: Customer Service Training
35. 35- Understanding the Business in Addition to the Technology: Customer Service Training 101
36. 36- Terms of Non Endearment and Breaking the Rules: Customer Service Training
37. 37- Three Roadblocks to Success: Customer Service Training
38. 38- Overcoming Obstacles: Customer Service Training 101
39. 39- A Simple Act of Kindness Today
40. 40- How to Handle Other People's Emotions When You Just Can't Relate: Customer Service Training 101
41. 41- The Four Critical Stakeholders in IT Customer Service: IT Customer Service Training 101
42. 42- What is Emotional Labor: Customer Service Training 101
43. 43- How to Avoid Death-by-Watercooler: Customer Service Training 101
44. 44- 3 Important Points to Remember in IT Customer Service
45. 45- How to Handle IT Customer Service Calls
46. 46- How to Use Emotional Intelligence at Work: IT Customer Service Training 101
47. 47- The Problem with Over-Sharing with Customers (TMI)
48. 48- The Importance of the Business Mindset in IT Customer Service
49. 49- Compassionate Customer Service at Work in Managed Services
50. 50- How to Deal with an Irate Customer or End User
51. 51- Don Crawley: Are Tech Skills or Customer Service Skills More Important?
52. 52- Don Crawley: How to Handle Complaints in 3 Practical Phases
53. 53- Don Crawley: Listening as a Critical Part of IT Customer Service
54. 54- Don Crawley: The Three Ps of IT Customer Service
55. 55- Don Crawley: How Much Technical Competence is Enough?
56. 56- IT Careers: How to Start and Build Your IT Career
57. 57- How to Manage Teams: Technical Manager Skills
58. 58- Condescension Karma: IT Customer Service Training
59. 59- IT Customer Service Training: How to End a Call or Visit Gracefully
60. 60- IT Careers: What to do When Your Company Won't Provide Training
61. 61- Championship Performance Under Pressure: Interview with Maureen Manley
62. 62- 5 Critical Concepts for Successful IT Careers
63. 63- How to Turn Around a Failed Client Relationship: Customer Service Training 101
64. 64- The Six Steps in a Successful Tech Support Session: Customer Service Training 101
65. 65- Successful Communication Techniques for Technical People: Customer Service Training 101
66. 66- 10 Tips to Help You Keep Your Cool When Everyone Around You is Hot: Customer Service Training 101
67. 67- Two Contrasting Approaches to IT Customer Service: Customer Service Training 101
68. 68- How Painting in Broad Strokes Can Undermine Good Decisions
69. 69- The Importance of Assessing Customer Competence: Customer Service Training 101
70. 70- How to Choose the Best Communication Method: Customer Service Training 101
71. 71- How a Receptionist at One Company Torpedoed Job Applicants at Another Company
72. 72- 5 Ways to Handle a Chatty Customer: Customer Service Training 101
73. 73- Why It Is Important To Be Proud And Show Your Pride To Your Customers
74. 74- 11 Tips for Dealing with Authority Figures: Customer Service Training 101
75. 75- The Danger of No Communication: Customer Service Training 101
76. 76- Why You Must Market Your Value as an IT Pro: Customer Service Training 101
77. 77- How to Say "No" to a Customer Without Being a Jerk
78. 78- Workplace Culture and Your Personal Style: Customer Service Training 101
79. 79- Impressions Matter in Customer Service: Customer Service Training 101
80. 80- The Power of Appreciation: Customer Service Training 101
81. 81- Communicate or Die!: Customer Service Training 101
82. 82- Why You Must Never Discuss Other Customers in Front of a Customer: Customer Service Training 101
83. 83- Simple Steps to Being Even Better Than You Already Are: Customer Service Training 101
84. 84- The Importance of Following Up on Hall Conferences: Customer Service Training 101
85. 85- The Dangers of Jargon: Customer Service Training 101
86. 86- 5 Keys to Effective Conflict Resolution: Customer Service Training 101
87. 87- The Real Problem with Customer Service: Customer Service Training 101
88. 88- Positive Choices When Choices Are Limited: Customer Service Training 101
89. 89- Answer the Customer's Question!: Customer Service Training 101
90. 90- How to Handle a Customer Support Chat Session: Customer Service Training 101
91. 91- A Hierarchy of IT Needs: Customer Service Training 101
92. 92- Transforming Relationships with a Thank You: Customer Service Training 101
93. 93- Never Assume a Level of Knowledge: Customer Service Training 101
94. 94- Judging Books (and People) by Their Covers: Customer Service Training 101
95. 95- When Customer Focus Includes Sharing Information: Customer Service Training 101
96. 96- Trying to Understand Intent: Customer Service Training 101
97. 97- Amazing Your Customers Every Day of the Year: Customer Service Training 101
98. 98- What is Your Implicit SLA: Customer Service Training 101
99. 99- Correction or Humiliation: Customer Service Training 101
100. 100- Making Small and Positive Differences in Another Person's Life: Customer Service Training 101
101. 101- How to Help a Struggling Team Member: Customer Service Training 101
102. 102- How to Know How Much They Know: Customer Service Training 101
103. 103- When Management Makes Changes You Don't Like: Customer Service Training 101
104. 104- Confirm Resolution Before Closing a Ticket: Customer Service Training 101
105. 105- Two Rules on Grammar: Customer Service Training 101
106. 106- The DLL Stress Management Tool for IT Pros: Customer Service Training 101
107. 107- Self-Improvement: Honing Your Skills: Customer Service Training 101
108. 108- Understanding True Intent of End Users and Other Customers: Customer Service Training 101
109. 109- The Principle of Empathy: Customer Service Training 101
110. 110- How to Successfully Manage High-Performing Tech Employees: Customer Service Training 101
111. 111- How to Retain High-Performing Tech Employees: Customer Service Training 101
112. 112- How to Build and Lead Successful IT Teams: Customer Service Training 101
113. 113- Listen First, Then Talk: Customer Service Training 101
114. 114- Don't Argue with Customers: Customer Service Training 101
115. 115- The Importance of Manager Visits: Customer Service Training 101
116. 116- How to Understand and Use Communication Models: Customer Service Training 101
117. 117- Top 10 Ways to be a Great Listener: Customer Service Training 101
118. 118- How to Manage the Battle Between Sales and Service: Customer Service Training 101
119. 119- A Well-Oiled Machine: Customer Service Training 101
120. 120- 8 Ways to Show You Care: Customer Service Training 101
121. 121- Why Things Go Wrong with Customers: Customer Service Training 101
122. 122- Six Ways to be Sincere: Customer Service Training 101
123. 123- Missing Appointments and Not Being Prepared: Customer Service Training 101
124. 124- How to be More Patient with End-Users: Customer Service Training 101
125. 125- The Problem with "Not My Problem": Customer Service Training 101
126. 126- The Life-Changing Power of Sincere Gratitude: Customer Service Training 101
127. 127- How to Be a Better Listener (Three Types of Listening): Customer Service Training 101
128. 128- What Compassionate Customer Service is NOT: Customer Service Training 101
129. 129- Stress Management Techniques When the Whole World is Upside Down
130. 130- How to Handle Customers That Bypass the Helpdesk: Customer Service Training 101
131. 131- Technician's Checklist for Customer Support: Customer Service Training 101
132. 132- What Emotional Intelligence Is: How to Build Great Relationships
133. 133- How to Answer the Phone in IT Customer Service
134. 134- Customer Service Training for Employees in IT: 3 Key Takeaways
135. 135- 10 Customer Service Training Best Practices
136. 136- The Importance of Empathy in Customer Service Training
137. 137- Customer Service Training Tips: Becoming a Better Listener
138. 138- The Difference Between Customer Experience and Customer Service in IT
139. 139- 3 of the Toughest Customer Service Skills to Master
140. 140- Ideas for IT Customer Service Training on Competence
141. 141- 10 Ways to Be a Better Listener: Good Listeners: Customer Service Training
142. 142- How to Teach Compassion in IT Customer Service Training Programs
143. 143- Five Empathy Improvement Techniques in an IT Customer Service Course
144. 144- Good Active Listening in IT Customer Service
145. 145- Respect in IT Customer Service
146. 146- Choosing the Right Communication Model in IT Customer Service
147. 147- Customer Service Skills: 7 Ways to Improve Your Empathy
148. 148- 6 Steps in a Successful Tech Support Session from the Customer Service Pros
149. 149- 9 Inspiring Customer Service Training Ideas for Your IT Team
150. 150- IT Customer Service 101: How to Deliver Bad News
151. 151- Customer Service Training Tips: How to Communicate Successfully Using Email
152. 152- 5 Reasons to Invest in Online Customer Service Training
153. 153- Customer Service 101: How to Deal with an Angry Customer or End-User
154. 154- IT Customer Service Training: How to Purchase Training Seats
155. 155- 5 Levels of Listening on a Customer Service Call
156. 156- 10 Ways to Be a Better Listener from the IT Customer Service Pros
157. 157- Five Critical IT Customer Service Mistakes
158. 158- Four Magical IT Customer Service Phrases
159. 159- Customer Service 101: How to Deliver Client Satisfaction
160. 160- IT Customer Service Skills: What to Do When You Don’t Know the Answer to a Customer Question
161. 161- 20 Customer Service Training Tips for IT Professionals
162. 162- 5 Must Haves in An IT Customer Service Training Program
163. 163- Customer Service Training Tips: How to Show Your Customers Respect
164. 164- Key Customer Service Skills Conflict and Resolution
165. 165- Key Customer Service Skills - When and How to Apologize
166. 166- IT Customer Service Training Tips How to Deliver Client Satisfaction
167. 167- How to Manage Your Own Emotions: Customer Service Training 101
168. 168- Problem Solving Skills: Troubleshooting for IT Professionals
169. 169- Customer Service Training Tips: Dealing with Difficult People
170. 170- What is Your Customer Effort Score--Making it Frictionless for Your Customers
171. 171- Is it a Customer Service Problem or a Leadership Problem?
172. 172- IT Customer Service Skills: What Customers Want
173. 173- Customer Service Tips: How to Say No to a Customer Request
174. 174- How to Fire a Customer Compassionately
175. 175- Best Practices for Providing Virtual IT Customer Support
176. 176- Lack of Professionalism in the Workplace: Language Choices to Enhance Communication
177. 177- Online Customer Service Training What Does it Mean to Be a Friendly Professional
178. 178- How to Reduce a Backlog of Tickets: IT Problem Solving Skills
179. 179- What Effective Customer Service Training Programs Should Include
180. 180- Effectively Respond to Customers’ Complaints with Technical Support
181. 181- How Neurodivergent People Can Succeed in Customer Service and Technical Support
182. 182- Why Emotional Intelligence Matters in the Workplace
183. 183- Emotional Intelligence Training Activities for Your IT Team
184. 184- Is Customer Service Important? The Long and Short Game of Customer Service
185. 185- Emotional Intelligence Training Improves IT Workplace Dynamics
186. 186- How CIOs Benefit From Reskilling IT Teams in Customer Service
187. 187- The Best Communication Models for IT Customer Service
188. 188- Top EI Skills All Technology Professionals Need
189. 189- Characteristics of Customer Service Providers (Excerpt from IT Nation Connect 2022 Presentation)
190. 190- Why CIOs Should Have Customer Service Training For Employees
191. 191- The Most Important Customer Relations Skills For IT Professionals
192. 192- What Is Interpersonal Communication and Why Is It Important To IT Customer Service?
193. 193- 5 Steps to Improve Your IT Team's Interpersonal Communication Skills
194. 194- How to Deal with Someone Who Doesn't Respect Boundaries: 3 Tips for IT Pros
195. 195- Emotional Intelligence How to Improve Yours
196. 196- Best Practices Customer Service for IT Professionals
197. 197- Strengthening Professionalism in the Workplace
198. 198- Elements of Verbal and Nonverbal Communication: Examples for IT Professionals
199. 199- Why Listening is a Key Skill for IT Customer Service Teams
200. 200- Customer Service Heroes and Villains: Customer Service Training 101
201. 201- What Teamwork Is and How to Do It Right
202. 202- How to Deal with Difficult Computer Users
203. 203- Why CIOs Should Evaluate Written Skills When Hiring IT Pros
204. 204- 5 Characteristics of Professional Excellence in IT Customer Service
205. 205- How to Deal with An Angry Customer for IT Professionals
206. 206- How to Improve Your Emotional Intelligence as a Leader
207. 207- How to Apologize for a Mistake at Work - Tips for IT Pros
208. 208- Important Leadership Skills for IT Managers and Supervisors
209. 209- How to Show Respect: Tips for IT Pros
210. 210- What to Do When Someone Talks Over You
211. 211- How to Improve Interpersonal Skills
212. 212- How to Say No At Work
213. 213- CIOs, IT Managers, and IT Pros: How Do You Make Sure Your Customers and Coworkers Know You Care?
214. 214- Critical Customer Service Mistakes for IT Pros to Avoid
215. 215- How to be a Better Listener: The Ultimate Guide
216. 216- Overcoming Shyness for IT Professionals
217. 217- How to Set Customer Expectations
218. 218- Examples of Informational Listening: Customer Service Tips for IT Pros
219. 219- Customer Retention Strategies for MSPs
220. 220- How to Be Assertive at Work for IT Pros
221. 221- 3 Secrets of Powerful Time Management for CIOs, IT Managers, and IT Pros
222. 222- 5 Conflict Resolution Styles IT Professionals Need to Succeed
223. 223- How to Deal with Difficult People for IT Pros
224. 224- How to Deal with Passive Aggressiveness
225. 225- What is Interpersonal Communication and Why It’s Important to IT Customer Service
226. 226- How to Handle an Upset Customer
227. 227- The 5 Principles of IT Customer Service Success
228. 228- Saying Thank You: US Thanksgiving Day Message
229. 229- What is Professionalism in the Workplace?
230. 230- 5 Levels of Listening During an IT Customer Service Call
231. 231- How to Handle a Tech Support Call in Six Stages
232. 232- Seasons Greetings and Best Wishes for 2024
233. 233- Customer Service Skills for Tech People
234. 234- How to Be More Compassionate (for CIOs, IT Managers, and IT Pros)
235. 235- Best Practices for Elevating the MSP Customer Experience #customerservice #helpdesk #msp
236. 236- 3 Simple Ways for IT Pros to Get Better CSAT Scores
237. 237- Collecting Customer Service Feedback: Tools for CIOs, IT managers, and MSP Owners
238. 238- Five Essential Customer Service Skills You and Your I.T. Employees Need to Learn
239. 239- Would You Want to Be Your Own Customer?
240. 240- Communication Preferences: Slack and Email and Chat, Oh My!
241. 241- How to Create a Positive Workplace Culture
242. 242- Unlocking Success: 5 Must Haves Customers Seek in an IT Service Provider
243. 243- Dude, Don't Call Me Dude: Terms of Non Endearment
244. 244- Unleash Your Influence: Persuasion Tricks For CIOs, It Managers, And MSP Owners
245. 245- Customer Service and Interpersonal Skills When it's Not Your Problem
246. 246- Why Compassion Matters in IT (and How It Transforms Your Workplace)
247. 247- Master These Two Key Skills For Technical Support Success!
248. 248- Mastering the Art of Interpersonal Communication: A Must-Have Skill for IT Engineers and Technicians
249. 249- The Secret to Creating Satisfied Clients: How to Build Strong and Lasting Relationships
250. 250- Steps of Active Listening: A Leadership Skill for CIOs, MSP Owners, and IT Managers
251. 251- Listening Training for IT Professionals and Managers: Boost Communication, Efficiency & Customer Svc
252. 252- Improving Your Customer Service Skills: A Guide for IT Professionals
253. 253- Are You Really as Good as You Think You Are?
254. 254- Communication in the Workplace for IT Professionals: It's the Sender's Responsibility
255. 255- Improving Collaboration in IT Departments
256. 256- Handling Difficult Customers in IT Support
257. 257- Why Manners Matter in IT Support
258. 258- What You Need to Know About Verbal Communication Skills in IT
259. 259- What IT People Need to Know About Written Communication
260. 260- Compassionate Team Building for Workplace Success
261. 261- How to Build a Compassionate IT Service Culture
262. 262- How to Create Small Talk: Why It Matters for IT People and How to Do It Well
263. 263- How Will AI Affect Jobs in IT: How to Prepare for an AI Future
264. 264- Essential Skills for Leading Exceptional IT Teams
265. 265- IT Customer Care and Service, Deli Style
266. 266- Mindfulness Practices for IT Managers: How to Lead with Focus and Clarity
267. 267- 10 Leadership Mistakes IT Managers Make (And How to Fix Them)
268. 268- Working with Non Technical Users and Teams
269. 269- Master the Art of Explaining Complex Tech Simply (What Every IT Pro Should Know)
270. 270- The Fine Art of Collaboration How IT Teamwork Can Get Things Done
271. 271- How Can I Improve My IT Team's Customer Service?
272. 272- Mindfulness in IT Awareness and Intentionality at Work and in Life
273. 273- Too Much Customer Service? The Hidden Problem with IT Communication
274. 274- Why Continuing Education Separates Great IT Pros from the Rest
275. 275- Influence vs. Manipulation: The Hidden Line in IT Customer Service and Leadership
276. 276- Three Rules for Dealing with Unreasonable People at Work
277. 277- Three Critical Factors in Self-Care and Stress Management for IT Managers and Supervisors
278. 278- Three Critical Rules for Good Listening Based on the Wisdom of Tommy Norris
279. 279- The Support Ticket Protocol That Will Transform Your IT Team’s Reputation
280. 280- 3 Aphorisms for 2026: Personal Leadership Principles
281. 281- The Power of Saying Thank You
282. 282- Working with People You Don't Like
283. 283- IT Customer Service Training for Teams That Need Better Results—Not Another Soft-Skills Course
284. 284- How to Shut Down Condescending People Without Losing Your Cool
285. 285- Why Great IT Leaders Fail: The Hidden Traps You Can't See
286. 286- Setting Boundaries: Managing Chatty Users Without Losing Your Humanity
287. 287- The Competence/Charisma Model: Why Technical Skills Alone Won’t Grow Your IT Career
288. 288- The 10 Soft Skills Every IT Help Desk Professional Needs in the Age of AI
289. 289- You Just Got Promoted to IT Manager - Now What?
290. 290- How to Be a Better Listener
291. 291- What End Users REALLY Want From IT Support (It May Not Be What You Think)
292. 292- Why Smart IT Pros Are Sometimes Hard to Work With (And How to Fix It Fast)
293. 293- Non-Judgmentalism: Appearances Can Be Deceiving (But Not Always)
294. 294- AI vs. Humans in Customer Service? You’re Asking the Wrong Question
295. 295- The 30-Minute Surprise Every MSP Should Learn From
296. 296- How to Train Technicians and Engineers on People Skills: Three Critical Success Factors
297. 297- IT Customer Service in the Age of AI
298. 298- Creating a Customer-Centric Culture in IT Departments
299. 299- The Importance of Customer Service Certifications for IT Professionals
300. 300- Maximizing Customer Satisfaction
301. 301- Dunning Kruger Effect in IT
302. 302- How to Admit You Don't Know
303. 303- How to Apologize
304. 304- Stop Solving the Wrong Problem
305. 305- Intellectual Humility: The Most Underrated Skill in IT Leadership
306. 306- Top 5 Leadership Skills Every IT Leader Should Master
307. 307- Difficult Conversations in IT
308. 308- How the Expertise Trap Traps You