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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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May 2016  Articles

Anger Management

How to Deal with an Angry Customer or End-User

By  |  May 6, 2013 3:34 pm

Whether we work on the help desk or in some other customer service capacity, or even if we don’t work in customer service at all, we sometimes have to deal with people who are angry. I’ve created a customer service training video based on this blog post and the rest of the post is just below the video.


Anger Management

Three Tips for Anger Management: What to Do When You Get Angry

By  |  May 13, 2013 4:45 pm

A fact of being human is that we experience a wide range of emotions including happiness, pride, jealousy, sadness, and frustration. One emotion that can be difficult to deal with is our anger. When our work involves serving others, we can sometimes encounter situations that make us angry. Anger, in itself, is not bad and, in fact, can serve as warning sign that something is wrong and it can be a positive catalyst for change. Anger, however, when it is expressed in hurtful or destructive ways can cause problems in relationships (both personal and professional) and can lead to debilitating health problems. When not managed effectively, anger is a flame that consumes its host.


Albert Einstein, Genius

Those Superlatives Are Simply Brilliant! Sheer Genius! (Or Are They?)

By  |  May 28, 2013 5:27 pm

I read an article recently that mentioned how actors, when describing another actor’s performance, frequently use the word brilliant. In fact, the writer commented on how rare it is for the word brilliant to not be used in the description of a performance.


Steps to learning customer service

Five Keys to Becoming a Compassionate Geek

By  |  May 6, 2015 7:17 am

Let’s define compassion and geek. Compassion is seeing others who are hurting and finding ways to help. Geek is a term of pride referring to a computer expert. The path to success as a compassionate geek is really the same as the path to success as a human. Here are five keys to help ensure …


how to show you care

8 Ways to Show You Care

By  |  May 13, 2015 8:46 am

In working with end users, customers, and technical support staff, the most common phrases I hear relate to how much a support person cares or doesn’t care. The simple act of caring about your fellow human being is the starting point for providing great customer service. If you truly care about your fellow humans, the …


The Compassionate Geek Newsletter

How to Communicate Successfully Using Email

By  |  May 20, 2015 11:25 am

Email is often the most commonly used form of communication for support professionals. Email is a one-dimensional form of communication which, although efficient, fails to account for human emotions as a vital component of communication. (Other forms of written communication including texting, instant messaging, and even old-fashioned paper letter writing suffer from the same limitation.) …


The Same Human Relations Concepts Apply

IT’s Role Within an Organization

By  |  May 27, 2015 6:55 am

The functional perspective of sociology says that each part of society contributes to the stability and operation of society as a whole. The organization where you work is much the same. Each department contributes to the success or otherwise of the entire organization. Within an organization, you could find a sales and marketing department, an …


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