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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

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Articles tagged  "communication"

How to be a good listener

Top 10 Ways to be a Good Listener

By  |  August 20, 2014 7:00 am

One of the most important skills any of us can learn is how to be a good listener. It’s an interesting paradox that, in order to be known as a great conversationalist you must first become a great listener. And, one of the four foundational skills of the customer service masters is to be a …


how to show respect

Six Ways to Show Respect to Other People

By  |  August 27, 2014 8:33 am

One of the four traits of the customer service masters is the ability to treat all people with respect. Sometimes, it may seem difficult to do that, especially when you may not like or respect the other person or when you feel that person has disrespected you in some way. In Viktor Frankl’s landmark book …


Being arrogant and conceited can kill your career.

Is Arrogance Killing Your Career?

By  |  September 10, 2014 9:49 am

Some people in the IT industry have a reputation for being arrogant and difficult to work with. Arrogance is the belief that you’re better than other people and it leads to cynicism and condescending behavior. Arrogance can undermine relationships and even lead to job loss. I was leading a customer service seminar at a large …


careers jobs competency

The IT Competency and Charisma IT Career Success Model

By  |  September 17, 2014 8:06 am

For success in a career in IT, as we’ve discussed in other blog posts, podcasts, and videos, two separate and distinct skill sets are required. Obviously, you must have outstanding technical skills, especially related to the product(s) you support. For the purpose of this discussion, we’ll refer to that as your competence. Additionally, you must …


saying "no" to a customer

How to Say “No” Without Alienating the Customer

By  |  September 24, 2014 6:30 am

At one point in a past business relationship, I had to say no to my customer. I had committed to the customer to present a training seminar without realizing the true nature of the training the customer wanted. When I realized what they really wanted, I realized that it was beyond my competency, so I …


customer service tips

What to Do When You Don’t Know the Answer to Customer Questions

By  |  October 1, 2014 8:40 am

No one knows everything, but sometimes it feels like we’re expected to know the answer to every question a customer asks. It’s not, however, our ability to answer every question that matters as much as our ability to handle every question with grace and aplomb and ultimately provide a complete and accurate answer. I recently …


bad customer service

Five Critical Customer Service Mistakes

By  |  October 8, 2014 7:10 am

Customer service work can be a tough job, whether we’re supporting computer users or retail customers. Some common mistakes, which can be easily avoided, will undermine the customer service experience. Here are five common mistakes guaranteed to ruin customer service experiences and kill good customer service: We seem like we don’t care. Support situations can …


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