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a blog by Don R. Crawley

Don Crawley, IT Customer Service Speaker

Bringing humanity into the world of technology

CALL: (206) 988-5858

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2016/2017 WINNNER of the Max Dixon Award for Eloquence in Public Speaking

February 2017  Articles

Customer Service: Choosing the Right Tool for the Job

By  |  February 23, 2012 10:28 am

My wife and I recently had a glass of wine with a woman who is a sys admin for a small company here in Seattle. I asked her what systems she supported and her reply was refreshing. She said, “Whatever my users need to do their jobs. For some, it’s a Mac, for others it’s Windows.” Contrast that with my friend Jim who told me last night how his company’s IT department dictates what tools will be used without understanding the business needs of the individual worker. I realize, of course, that in the enterprise, it can be difficult to support multiple platforms and practical considerations sometimes dictate a single platform for all (or most) users. After all, that’s why both Southwest Airlines and Alaska Airlines standardize on the Boeing 737. Makes it easier to train cockpit crew and mechanics and you only need to stock parts for a single platform. Still, if our jobs in IT are about helping our users work more creatively, productively, and efficiently, doesn’t it make sense to choose the right tool for the job instead of applying a universal solution to everyone?

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Five Ways to Become More Compassionate

By  |  February 23, 2013 1:24 am

There is a lot of anecdotal evidence to suggest that living a life filled with positive emotions can have a positive physiological effect on our bodies. Like most people, I enjoy hearing stories that reinforce my pre-conceived notions about how the world is. I also recognize that anecdotes are great stories, but they’re lousy science and can often lead to poor decision-making.

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Are Your Conversations Cooperative? Follow These Four Maxims

By  |  February 28, 2013 4:58 pm

When we’re talking with an end-user or a customer, we want to ensure our conversations are effective, that they make good use of our time and that of our customer or end-user. One way to ensure that conversations are effective is to ensure they are cooperative, a process of give-and-take. Paul Grice was a professor at the University of California at Berkeley and a philosopher of language who identified four maxims of conversation that describe the elements of successful conversation.

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The Five Levels of Listening

The Importance of Listening

By  |  February 27, 2014 12:21 pm

One of the four traits of customer service masters is to be a good listener. Good listeners don’t assume they know what a customer is going to say. They’re always respectful of a customer, even when the customer is saying something the service provider has heard many times before from other customers. Here’s an example …

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authenticity at work and in customer service

Going Too Far with Authenticity

By  |  February 11, 2015 5:46 pm

Is it possible to be too authentic? In the last two blog posts and podcasts, we’ve talked about the importance of authenticity, the importance of being real. Authenticity has become another popular buzzword in today’s business world and even in society in general. The idea of being authentic in relationships, both business and personal, is …

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Technical Customer Service

The Single Most Important Customer Service Skill for Help Desk (and other IT) Staffers

By  |  February 25, 2015 10:37 am

In November of 2011, I uploaded a video to my YouTube channel titled┬áThe Four All-Star Traits of the Customer Service Masters, in which I described four characteristics I observed in people who were very good at supporting customers and end users. Since then, I’ve worked with IT people, including help desk staff, at many different …

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IT customer service

IT Customer Service and the 3 Ps

By  |  February 3, 2016 5:50 am

During our trip to India, we met Narendra Singh, who was often the morning host in our hotel’s restaurant in Noida, a suburb of Delhi. Narendra was always pleasant and helpful. He seemed to anticipate our needs. I asked him about his motivation to do his job so well. Caring is a Passion, Not a …

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