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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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October 2015  Articles

Ugly Stuff

Get the Ugly Out: How to Deal with Negativity in Your Life

By  |  October 9, 2013 6:27 pm

Leadership Developments: I have a friend who’s dealing with some really ugly stuff in her life. We all know people in that situation and many of us have found ourselves dealing with ugly stuff from time-to-time. There’s certainly no denying that there’s ugly, bad stuff in the world. I think we have a responsibility to …


Humor in customer service

Call Center Articles: Humor in the Danger Zone: When Jokes Interfere with Our Job

By  |  October 17, 2013 10:31 pm

Client insights and service tips: We don’t normally associate humor with a danger zone. In fact, I think lots of humor is key to living a fulfilling life. When my family gets together, we laugh, giggle, chortle, and guffaw like crazy people and we love it! So, are there times when humor is dangerous? Absolutely. …


Starcia Ague Photograph

Defying the Odds: The Tenacity of Starcia Ague

By  |  October 23, 2013 6:58 pm

Motivational Stories and Speeches: I want to share a story from the new edition of The Compassionate Geek about a woman who defied the odds and is re-making herself into a great model of tenacity, perseverance, and compassion. I first heard about Starcia Ague in a story on KUOW-FM here in Seattle. Starcia’s mother kicked …


customer service tips

What to Do When You Don’t Know the Answer to Customer Questions

By  |  October 1, 2014 8:40 am

No one knows everything, but sometimes it feels like we’re expected to know the answer to every question a customer asks. It’s not, however, our ability to answer every question that matters as much as our ability to handle every question with grace and aplomb and ultimately provide a complete and accurate answer. I recently …


bad customer service

Five Critical Customer Service Mistakes

By  |  October 8, 2014 7:10 am

Customer service work can be a tough job, whether we’re supporting computer users or retail customers. Some common mistakes, which can be easily avoided, will undermine the customer service experience. Here are five common mistakes guaranteed to ruin customer service experiences and kill good customer service: We seem like we don’t care. Support situations can …


how to troubleshoot

How to Troubleshoot Nearly Anything

By  |  October 15, 2014 7:30 am

“The trouble with troubleshooting is sometimes trouble shoots back.” –unknown Troubleshooting is not just a part of an IT career, it’s a part of life. The ability to troubleshoot a wide range of problems is one of the most valuable skills you can develop, not only for problems at work, but also for problems at …


Being helpful

The Problem with “Not My Problem”: How Teamwork Solves Problems

By  |  October 22, 2014 7:30 am

One of the worst feelings in the world is the sense that you’re all alone and there’s no one who can or will help you. That’s close to how some people feel when they approach one of us in IT with a problem. They may be embarrassed or feel ignorant because of the type of …


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