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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  "compassion"

The Four Traits of the Customer Service Masters (Video)

By  |  December 7, 2011 7:49 pm

Just posted a new video on the four traits of the customer service masters. Hope you like it!

It’s based on my book The Compassionate Geek: Mastering Customer Service for IT Professionals.

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Customer Service: Choosing the Right Tool for the Job

By  |  February 23, 2012 10:28 am

My wife and I recently had a glass of wine with a woman who is a sys admin for a small company here in Seattle. I asked her what systems she supported and her reply was refreshing. She said, “Whatever my users need to do their jobs. For some, it’s a Mac, for others it’s Windows.” Contrast that with my friend Jim who told me last night how his company’s IT department dictates what tools will be used without understanding the business needs of the individual worker. I realize, of course, that in the enterprise, it can be difficult to support multiple platforms and practical considerations sometimes dictate a single platform for all (or most) users. After all, that’s why both Southwest Airlines and Alaska Airlines standardize on the Boeing 737. Makes it easier to train cockpit crew and mechanics and you only need to stock parts for a single platform. Still, if our jobs in IT are about helping our users work more creatively, productively, and efficiently, doesn’t it make sense to choose the right tool for the job instead of applying a universal solution to everyone?

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customer empathy

How to Deliver Great Customer Service: What’s Your Customer Empathy Quotient?

By  |  September 5, 2012 10:39 am

How’s your empathy quotient? Your ability to empathize may be your most important ability as a member of the I.T. support staff. Empathy means providing caring and personal service. Dictionary.com defines empathy as “the intellectual identification with … the feelings, thoughts or attitudes of another.” Empathy is your ability to truly put yourself in your user’s position so you can understand his/her frustration. Once we truly understand our user’s frustration, fears, and aggravations, we can start the process of delivering a meaningful solution for them. Sometimes it only takes a moment to really understand where our user is coming from. Sometimes it takes several minutes of listening combined with empathetic statements such as “I understand why you feel that way.” or “I’d feel that way, too, if I were in your situation.” Regardless, until you can empathize with your user, you’re not ready to start the technical aspects of the support session. Remember, it may be your technical expertise that solves the problem, but it’s your skill in dealing with people that produces satisfied end-users.

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Three Examples of Great Customer Service

By  |  September 6, 2012 9:32 pm

I recently flew from Houston to Seattle on Alaska Airlines. I experienced three examples of good customer service from, gasp, an airline. Yes, I know it may seem hard to believe. There are lessons here for those of us who support end-users. Two examples were with Alaska Airlines and one was with Delta. Here they are.

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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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Are We Creating Advocates or Detractors?

By  |  March 5, 2013 3:32 pm

We can create advocates among our customers and end-users by delivering outstanding customer service. Advocates speak well of us when we’re not around to speak up for ourselves. The opposite occurs when we create detractors by not providing outstanding customer service. Detractors can torpedo our careers in a process I call “death by water cooler” when they speak poorly of us behind our backs. The way we treat our end-users or customers determines the result. This doesn’t mean we agree to everything. It means that we always treat our end-users or customers with respect, compassion, and empathy and that we carefully listen to them to ensure we truly understand their needs.

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Grace: A Balance for Being Human

By  |  March 15, 2013 1:23 pm

When you think of grace, what comes to mind? Perhaps it’s the fluid movements of a beautiful ballet. Maybe you think of the words of appreciation expressed before a meal. Another form of grace is unmerited divine assistance given to us. Whether you believe in religious teachings or not, I’m convinced that graces exists and I’m really glad of that! Hear me out.

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