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a blog by Don R. Crawley

Don Crawley, IT Customer Service Speaker

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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. …


interpersonal communication for customer service

Successful Communication Techniques for Technical People: Interview with Lisa Voso

By Don Crawley, CSP  |  July 6, 2016 5:55 am

Don Crawley: My guest today is Lisa Voso of Voso Impact, Inc. a communications and speech coaching firm. She works with executives and professional speakers on their communication skills including both their speech performance and their content development. She holds a master’s degree in communications and a law degree. She has participated in national speech …


how to recover a failed client relationship

How to Turn Around a Failed Client Relationship

By Don Crawley, CSP  |  June 22, 2016 5:55 am

I received the following email from a reader concerning a failed client relationship. He agreed to let me share it with you. “Good Morning Mr. Crawley; As a fan of your book, “The Compassionate Geek,” I was hoping I could get your opinion on how to turn around a poor customer relationship. After several years …


5 importante concepts for IT careers

5 Concepts IT Pros Need to Understand About Their Jobs and Careers

By Don Crawley, CSP  |  June 8, 2016 5:55 am

As IT pros, we understand the technology we work with, but successful careers in IT involve much more than the technical aspects of knowing how to code, set up a server, or configure a router. Here are five concepts IT pros need to understand for success in their careers. Careers Concept #1: Our jobs are not …


performance under pressure

Championship Performance Under Pressure: Interview with Maureen Manley

By Don Crawley, CSP  |  May 25, 2016 5:55 am

Don Crawley: My guest today is Maureen Manley and today we’re talking about performance. As a member of the US Cycling team, she won a national championship, set a national record, earned a silver and two bronze medals at national championships, competed in three world championships and won a silver medal in the 1990 World …