Author: mike-richardson
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The Secret Threat Lurking Behind Social Engineering for Technical Support Agents
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Read More →: The Secret Threat Lurking Behind Social Engineering for Technical Support AgentsIn the increasingly connected world, we live in today, cyber threats are ever-evolving and becoming more sophisticated. As we focus on enhancing our cybersecurity defences, it’s crucial to educate technical support agents about the dangers of social engineering. In this blog post, I’ll explore the hidden risks social engineering poses to these agents dealing with…
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De-escalating Conflict: Using Verbal Judo to Defuse Difficult Customers
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Read More →: De-escalating Conflict: Using Verbal Judo to Defuse Difficult CustomersVerbal Judo is a communication technique to de-escalate conflict and create a more positive and productive dialogue. It is based on the principles of martial arts, where the goal is to use words and body language to redirect and control the situation without resorting to physical force. Verbal Judo involves using verbal strategies to defuse…
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Clarity Matters: The Importance of Clear and Concise Language in Technical Support
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Read More →: Clarity Matters: The Importance of Clear and Concise Language in Technical SupportClear and concise language is essential in technical support. It ensures that customers understand instructions and solutions, leading to higher satisfaction rates. It helps to reduce the amount of time it takes to resolve an issue, as customers can quickly and accurately follow the instructions.