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a blog by Don R. Crawley

Keynote Speaker on
IT Customer Service and Compassion

Bringing humanity into the world of technology

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April 2015  Articles

How to Keep the Training Evergreen

By  |  April 8, 2012 9:54 pm

One of the biggest challenges in training is moving the new ideas and concepts from sensory memory into short-term memory and, ultimately, into long-term memory. This process is also known as keeping it “evergreen”.

It’s not easy, but it can be done with effective followup techniques. Here are some ideas you can implement to get the most value from your training dollars and reinforce the ideas I’ve shared with your staff. Even if I haven’t been fortunate enough to work directly with your staff, you can still make use of these tools to help develop yourself and your IT staff.


The 6 Steps in a Successful IT Support Call

By  |  April 13, 2013 1:15 pm

When you take a user support call, there’s a specific order for how things should happen. In this post, I’ll explain each of the six steps, in order. I’ve also created this video to help you understand the steps. It includes a demonstration of a support call.


But, I Didn’t Think I Was Being Rude! (Why Your Customers Might Think You’re Rude When You’re Not)

By  |  April 15, 2013 3:37 pm

I recently had a conversation with a client who told me he sometimes hears complaints from his end-users that he’s being rude. He told me that he didn’t feel like he was being rude at all.

I doubt he was being rude, but I suspect he maintains a “strictly-business” demeanor around the office. I’ve noticed in our email exchanges and phone calls that his responses to me are terse and strictly-business with no trace of humanness. He’s really beyond formal, in that his emails don’t even include a greeting (“Hi Don” or “Dear Don”), a complimentary close (“Kind regards” or “Sincerely”), or even an email signature. I noticed in our phone conversations that he didn’t initiate any sort of attempt to connect with me as one person to another. Of course, I’m seen as a vendor and sometimes treated differently from, say, co-workers. Still, I wonder if a clue to his problem with end-users might be found in the way he interacted with me.


Rule Number One: First, Do No Harm

Rule Number One: First, Do No Harm

By  |  April 23, 2013 2:40 pm

You may have heard the Latin phrase, Primum non nocere, which means “first, do no harm.” Although it’s often associated with the physician’s Hippocratic Oath, the original oath does not include the precise phrase. It is, however, taught in medical schools as part of medical ethics classes and it has an important connotation for those of us who serve end-users and other customers.


I’m Fabulous! Thanks for Asking. How Are You?

I’m Fabulous! Thanks for Asking. How Are You?

By  |  April 23, 2013 10:06 pm

Sometimes, I get in a funk. We all do, from time-to-time. I realize, however, that I’m leading a charmed life, especially in comparison to some of our brothers and sisters in places like Syria, Iraq, or any of the many other trouble spots in our world.


how to be a good listener

The Mysterious Tattooed Barista (or How to be a Good Listener)

By  |  April 1, 2015 7:05 am

One of my favorite Seattle coffee shops is in the Capitol Hill district of Seattle. My wife and I stopped there this past weekend for a coffee (this is Seattle, after all) and a pastry. While we were waiting in line, one of the baristas, an attractive and mysterious-looking woman, her shoulders festooned with tattoos, was …


career success

Four Success-Blocking Character Traits (Don’t Do These Things!)

By  |  April 9, 2015 9:29 am

In recent blog posts and podcasts, I’ve talked about the critical IT career success factors. Just as important as what TO do are the things NOT to do. Here, in no particular order, are four behaviors which are commonly seen in the workplace and which can torpedo your career. Dishonesty This may seem obvious, but if it’s so …


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