Dealing with a high-pressure technical support scenario is never a straightforward task. It becomes even more complicated when the responsibilities and complaints of different roles overlap. A customer is upset about the delay in resolving their issue; a business-facing colleague insists that the customer needs to be notified about business challenges and work backlogs. To … Continue reading technical support dilemmas: a cognitive perspective
Tag: communication
dichotomy of control: the third one
Life often presents challenges that seem beyond one's power, which can stir up feelings of frustration and helplessness. In such times, it's beneficial to step back and revisit a fundamental principle from Stoic philosophy - the Dichotomy of Control. A concept simple yet profound, it helps individuals navigate complexities of life. We are adding one … Continue reading dichotomy of control: the third one
CBT behavioural techniques in technical support
It's a common truth in the service industry: customers are more likely to remember a negative experience than a positive one. This reality is magnified in the field of technical support, where frustrations can run high and patience can quickly wane. However, applying principles from Cognitive Behavioural Therapy (CBT) and strategies like positive reinforcement can … Continue reading CBT behavioural techniques in technical support
dealing with difficult customers
Cognitive Behavioural Therapy (CBT) offers invaluable strategies for dealing with challenging interactions, particularly within the realm of technical support. The following discussion provides insight into applying CBT principles to communicate effectively with uncooperative customers during technical troubleshooting. Understanding Resistance Resistance to suggestions can stem from multiple sources. The customer may be experiencing cognitive distortions such … Continue reading dealing with difficult customers
the power of “no” in troubleshooting
'No' is an unexpected powerhouse in the realm of technical troubleshooting. Often perceived negatively, 'no' can serve as a launch pad for clear communication, solution-oriented dialogue, and efficient problem-solving. Understanding 'No' in Technical Troubleshooting In technical troubleshooting, 'no' is more than just a refusal or rejection. It could signal a misalignment between perceived and actual … Continue reading the power of “no” in troubleshooting
applying the CBT ABC model in technical support
The ABC Model, a core principle of Cognitive Behavioral Therapy (CBT), provides a structured approach to understanding and managing our reactions to stressful situations. It stands for Activating Event (aka Triggers), Beliefs, and Consequences. In a technical support context, this model can enhance problem-solving, improve communication, and boost customer satisfaction. In this blog post, we … Continue reading applying the CBT ABC model in technical support
power of BLUF in technical support
In an era where time is a precious commodity, clear and concise communication has never been more critical. Enter BLUF (Bottom Line Up Front), a military communication principle that's incredibly effective in conveying information swiftly and efficiently. Although its roots lie in military communication, BLUF can be applied in various professional settings, including technical support. … Continue reading power of BLUF in technical support
what are cognitive distortions in technical support
Cognitive distortions, a concept central to Cognitive Behavioral Therapy (CBT), are inaccurate thoughts that usually reinforce negative thinking or emotions. These distorted perspectives can significantly influence one's approach to problem-solving, especially in technical domains. This blog delves into understanding how cognitive distortions can shape the course of technical problem-solving and explores ways to manage these … Continue reading what are cognitive distortions in technical support
mastering negotiation techniques in technical support
Negotiation techniques, such as mirroring, labelling, and avoiding "I" or "you" statements, can be invaluable tools in resolving technical issues and fostering productive communication between customers and technical support experts. In this blog post, we will present a dialogue between a customer and a technical support expert, showcasing these techniques in action and highlighting their … Continue reading mastering negotiation techniques in technical support
improving communication in technical support: why avoiding “I” and “you” is important
Effective communication is essential in technical support, and language plays a critical role in how customers perceive their interaction with technical support agents. Using "I" or "you" pronouns can make customers feel blamed or defensive, which can hinder effective problem-solving. In this blog, we will explore why avoiding "I" and "you" pronouns in technical support … Continue reading improving communication in technical support: why avoiding “I” and “you” is important