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a blog by Don R. Crawley

Don Crawley, IT Customer Service Speaker

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Recent Articles

IT customer service communication

How to Choose the Best Communication Method When Dealing with a Customer

By Don Crawley, CSP  |  September 28, 2016 5:55 am

Is email the best way to communicate? What about texting? Or chat? Or on the phone? What about Skype or other Internet video calling options? Maybe you should just go see the other person in person? Oh wait, there’s always Snapchat. Or what about Twitter? Facebook Messenger? WhatsApp? Hangouts? What about an old-school paper letter? …


IT customer service book

Seeing My New IT Customer Service Book for the First Time

By Don Crawley, CSP  |  September 21, 2016 1:28 pm

A few minutes ago, the dog started barking like crazy which usually means someone’s at the front door or a package has been delivered. I went running upstairs to see what it was and discovered it was the first shipment of my new book The 5 Principles of IT Customer Service Success. I started to open …


customer competence

The Importance of Assessing Customer Competence

By Don Crawley, CSP  |  September 14, 2016 5:55 am

We’re all been there. We’ve called some company for technical support after we’ve performed a long list of troubleshooting steps, only to have the tech support rep ask us to repeat all of the steps. Of course, the support rep is probably just following a script or a required checklist. We all understand it. It’s …



How Labels and Painting in Broad Strokes Can Undermine Good Decisions

By Don Crawley, CSP  |  August 31, 2016 5:55 am

Humans have a need to use labels and categorize. It serves us well in terms of organizing our world. We know where to find items because we use categories to group, say, pencils and pens together in the same location. Look At Each Person Individually Other times, however, categories can cause problems. The best example …


IT Customer Service

Two Contrasting Approaches to IT Customer Service

By Don Crawley, CSP  |  August 17, 2016 5:55 am

When you think about it, there are really just two broad approaches to IT customer service. One involves protocols, policies, and scripts. This approach is often used by large organizations who want to ensure consistency of customer service throughout the organization. They provide extensive flow charts and scripts for every imaginable situation. They even provide …


surviving automation creep

Automation Creep: How to Succeed in a Changing Job Market

By Don Crawley, CSP  |  August 3, 2016 5:55 am

In the 1940s, most elevators were manually operated and required an elevator operator to move people between floors in a building. Today, most elevators are self-operated by the passengers pushing buttons which correspond to their desired floor and there are not many jobs for elevator operators. The number of mail carriers dropped by ten percent …


learn how to keep your cool

10 Tips to Help You Keep Your Cool When Everyone Around You is Really Hot (or Angry)

By Don Crawley, CSP  |  July 20, 2016 5:55 am

Those of us who work in IT, especially in technical support, often have to deal with people who are losing their cool. Maybe a printer failed at the worst time, maybe the network went down right in the middle of an important project, maybe a computer blue-screened right in the middle of a client demonstration. …