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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

CALL: (206) 988-5858

Recent Articles by Don


5 Major IT Customer Service Mistakes to Avoid

October 16, 2019

Successfully serving a customer involves more than simply solving their problem. You want them to walk away from the experience with their issue resolved and feeling satisfied, grateful, and relieved. Creating this type of experience can be especially difficult in IT customer service, where customers feel particularly vulnerable because of their lack of technological expertise. …


roadblocks to success

Roadblocks to Career Success

October 9, 2019

Note: This blog post is a transcript of an excerpt from my keynote speech How to be a Compassionate Geek. As we talk about the five principles, are there some roadblocks that might possibly get in your way? And the answer is, of course there are. There are many, but I’ve observed three in particular …


Customer Service Training Cheat Sheet for IT Pros: Handling Difficult Customers

Customer Service Training Cheat Sheet for IT Pros: Handling Difficult Customers

October 8, 2019

Dealing with difficult customers is expected in IT. It’s your job to remain a friendly professional. Sometimes that’s easier said than done. Having a few strategic tricks up your sleeve makes all the difference between de-escalating an agitated client and causing the interaction to spiral out of control. Here are the customer service training tips …



Customer Service 101: The Appropriate Way to Communicate with An Angry Person

October 1, 2019

Nobody likes dealing with an angry customer. In IT, where you’re far more likely to interact with someone because things are going wrong rather than because things are going right, it’s inevitable. Part of providing exceptional customer service in the workplace is understanding how to de-escalate an upset customer. Here’s what you need to know. …


bad customer service

How to Lose a Customer in 10 Minutes

September 25, 2019

I recently changed health insurance plans. My neighborhood pharmacy is covered by my new plan. I like to support local businesses and I know the owner of the shop, so I was excited to get my first prescription filled. I stopped in to pick up my prescription and told the owner of the change in …


it customer service: improving your teams mindset

IT Customer Service: Improving Your Team’s Mindset

September 24, 2019

Technology has become an integral part of every facet of our culture and with the rising need for skilled support, the IT industry has taken off in ways that were unimaginable just a few years ago. IT customer service has become an industry in its own right, with large-scale operations replacing in-house teams, and customers …



5 Simple Ways You Can Start Improving Your IT Customer Service Right Now

September 12, 2019

If you want to improve customer service in your IT department; tailor-made training is the best way to accomplish this. You don’t have to wait for your comprehensive training plan to be implemented to significantly improve your customers’ experience with IT. Coaching your team to prioritize seemingly small aspects of their interpersonal interactions makes a …