Virtual Meetings and Training

Award-Winning IT Customer Service Speaker
and Author

Bringing Humanity Into the World of Technology

Call Now: 206-988-5858

Subscribe to The Compassionate Geek Newsletter

Tips and techniques that are perfect for IT pros because they work.

Statement on Racism, Sexism, and Violence

I stand for equality and have no tolerance for hurtful language or behavior.

Don addresses 600 IT professionals about IT Customer Service at the 2019 Church IT Network conference in Kansas City.

The Compassionate Geek Blog Recent Posts

The Six Steps for Handling a Tech Support Call

By Don Crawley | December 10, 2012

When you take a user support call, there’s a specific order for how things should happen. I’ve created a video about the six steps for handling a tech support call, including a demonstration support call.

The Other Skill Set Required for Success in IT

By Don Crawley | November 27, 2012

Today’s IT professional must master two skill families in order to be successful. The first is technical skills and knowledge. That part of IT education is obvious. Without a solid technical understanding, you simply can’t do the job. The second is gaining skills for customer service in IT: An ability to understand, get along with, and influence people. Even though our jobs are indeed technical in nature, the human component is always present and it’s often the most challenging part of our jobs. We may have the technical knowledge to help an end-user, but if they’re angry, frustrated, or otherwise upset, it’s our people skills that allow us first to manage the situation successfully. Then we use our technical skills to solve the technical problem.

Mister Rogers, IT, and Gratitude

By Don Crawley | November 20, 2012

This is Thanksgiving week in the U.S. Thanksgiving has always been my favorite holiday, because it’s always been the least commercialized of our major holidays. I love the time with family and friends, the great food, and the opportunity to reflect on the blessings of my life.

For more than 40 years, Don Crawley has worked with technology, from broadcasting to automation systems to data networks. A former IT trainer and consultant, he is the author of eight books for IT professionals including The Compassionate Geek. He’s especially good at helping IT teams work together so they can get things done.

Scroll to Top