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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

Practical Emotional Intelligence for IT Professionals

Emotional intelligence has become a hot topic in today’s workplace. Emotional intelligence is all about understanding, managing, and influencing emotions, both our own and those of the people around us. In this session, attendees will learn basics of how our brains work and how emotional intelligence skills can help modify brain function to deal with emotionally charged situations. From stoplight metaphors to the science of meditation, attendees will be introduced to practical tools they can use to implement emotional intelligence techniques in the workplace.
Includes interactive exercises and a handout for attendees.

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What to Do When the Customer Isn’t Right

We’ve all heard the expression, “The Customer is Always Right”. The problem is that customers aren’t always right and sometimes they’re just flat out wrong. In this session, your attendees will learn techniques for dealing with upset or angry customers, they’ll learn the critical keys to cooperative conversations, how to deal with an angry customer, and how to deal with their own anger.
Includes interactive exercises and a handout for attendees.

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How to Say “No” Without Alienating the Customer

Much as we might want to accommodate every customer request, sometimes it’s just not realistic. Sometimes our customers or end users want to do things that violate security policies or software licenses, perhaps they have tried to install poorly written software, or they have tried to use the company network in a way that negatively affects other users. Regardless of the specific issue, sometimes we have to say no to our users or customers. The key is to find a way to do so which doesn’t alienate the customer and preserves the relationship. In this session, your attendees will learn what customers really want and how to deal with customers and end users with grace and finesse.
Includes interactive exercises and a handout for attendees.

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Stress Management for IT Professionals

Are IT jobs stressful? Have you ever had an email server fail? Or a printer fail? Or a CRM application? How about Internet access? Obviously, our jobs in IT can be very stressful. The reality is that stress is a part of life and, believe it or not, it’s not stress that’s the problem. It’s how we choose to deal with stress that’s the problem. In this session, attendees will learn about the different types of stress and how our responses to stress determine whether the stress becomes a problem for us or not. Attendees will learn the Senness Stress Management Equation, they’ll be given a stress management tool, and they’ll learn both short-term and long-term tools for dealing with stress on the job and in life.
Includes interactive exercises and a handout for attendees.

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