×
×

Request Information About Customer Service Training for Your I.T. Staff




×
Subscribe to the Compassionate Geek Newsletter today!

a blog by Don R. Crawley

Don Crawley, IT Customer Service Speaker

Bringing humanity into the world of technology

CALL: (206) 988-5858

Subscribe to the Compassionate Geek Newsletter today!

Listen to the Podcast

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

March 2017  Articles

Always be Authentic

By  |  March 26, 2012 8:22 am

In my customer service workshops and speeches, I often talk about the importance of being authentic, of being real. Here’s a real-life story about Nick Sarillo, a Chicago-area pizza restauranteur who saved his business with a very humble and equally authentic email to his customers. http://www.chicagobusiness.com/article/20120315/BLOGS06/120319853/suburban-chicago-restaurateurs-unusual-plea-to-customers-pays-dividends Even if you’re not particularly interested in business, it’s a short read with a simple message about being authentic in our dealings with our fellow humans. It’s refreshing, especially considering that his bank and his PR team discouraged him from doing what, in his gut, he knew was the right thing to do.

READ ARTICLE

Are We Creating Advocates or Detractors?

By  |  March 5, 2013 3:32 pm

We can create advocates among our customers and end-users by delivering outstanding customer service. Advocates speak well of us when we’re not around to speak up for ourselves. The opposite occurs when we create detractors by not providing outstanding customer service. Detractors can torpedo our careers in a process I call “death by water cooler” when they speak poorly of us behind our backs. The way we treat our end-users or customers determines the result. This doesn’t mean we agree to everything. It means that we always treat our end-users or customers with respect, compassion, and empathy and that we carefully listen to them to ensure we truly understand their needs.

READ ARTICLE

Grace: A Balance for Being Human

By  |  March 15, 2013 1:23 pm

When you think of grace, what comes to mind? Perhaps it’s the fluid movements of a beautiful ballet. Maybe you think of the words of appreciation expressed before a meal. Another form of grace is unmerited divine assistance given to us. Whether you believe in religious teachings or not, I’m convinced that graces exists and I’m really glad of that! Hear me out.

READ ARTICLE

The Five Levels of Listening

The Five Levels of Listening (How to Be a Better Listener)

By  |  March 20, 2013 7:09 pm

We listen at five different and distinct levels. How you listen to your end-users and customers will have a significant impact on your success, and that of the overall I.T. support team or, for that matter, your entire organization. As important as how you actually listen is how you are perceived to listen.

READ ARTICLE

10 Ways to be a Better Listener: Customer Service Training 101

By  |  March 27, 2013 10:17 pm

When our work involves serving others, it’s important for us to be good listeners. Being a good listener can be difficult at times. I’ve created a video to accompany this blog post with the ten tips to help us all become better listeners, whether at work with our customers, end-users, and colleagues or at home with our spouse, children, and friends.

READ ARTICLE

IT career success

The Five Principles of IT Customer Service

By  |  March 5, 2015 11:10 am

In last week’s blog post, I talked about the most critical customer service skill for IT career success. There are an additional four critical skills you must learn for IT career success. These skills are the Five Principles of IT Customer Service. They will, when mastered, allow you to positively influence your career, the people …

READ ARTICLE

emotional intelligence

Emotional Intelligence Interview with George A. Harris, Ph.D.

By  |  March 11, 2015 6:16 am

George A. Harris, Ph.D. is a well-known psychologist and author. I interviewed him this week on the subject of emotional intelligence. Among the questions we discussed were: What is emotional intelligence? What’s the difference between emotional intelligence and IQ? What are the benefits of emotional intelligence? How can emotional intelligence be used in the workplace? …

READ ARTICLE


Search by Tags/topics: