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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

Articles tagged  "caring"

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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But, I Didn’t Think I Was Being Rude! (Why Your Customers Might Think You’re Rude When You’re Not)

By  |  April 15, 2013 3:37 pm

I recently had a conversation with a client who told me he sometimes hears complaints from his end-users that he’s being rude. He told me that he didn’t feel like he was being rude at all.

I doubt he was being rude, but I suspect he maintains a “strictly-business” demeanor around the office. I’ve noticed in our email exchanges and phone calls that his responses to me are terse and strictly-business with no trace of humanness. He’s really beyond formal, in that his emails don’t even include a greeting (“Hi Don” or “Dear Don”), a complimentary close (“Kind regards” or “Sincerely”), or even an email signature. I noticed in our phone conversations that he didn’t initiate any sort of attempt to connect with me as one person to another. Of course, I’m seen as a vendor and sometimes treated differently from, say, co-workers. Still, I wonder if a clue to his problem with end-users might be found in the way he interacted with me.

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Compassion

New 5-Week Compassion Workshop in Seattle (Free)

By  |  August 15, 2013 5:55 pm

I’m going to conduct a five-session workshop in September and October on compassion in cooperation with First United Methodist Church of Seattle. The workshops will explore compassion from various points of view including religious and non-religious traditions, scientific research, and personal experience.

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Unaware or Don’t Care: Bad Either Way

By  |  December 17, 2014 7:30 am

I recently heard a story about someone in an organization who had gotten in an argument with one of his co-workers. He tried to walk away so he could calm down and avoid a heated argument, but the co-worker followed him and tried to keep the argument going. The first person then explained that he …

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how to show you care

8 Ways to Show You Care

By  |  May 13, 2015 8:46 am

In working with end users, customers, and technical support staff, the most common phrases I hear relate to how much a support person cares or doesn’t care. The simple act of caring about your fellow human being is the starting point for providing great customer service. If you truly care about your fellow humans, the …

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