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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  "customer service tips"

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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The Six Steps for Handling a Tech Support Call

By  |  December 10, 2012 9:06 pm

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.

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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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Ernest Tubb

A Customer Service Example From Country Music Hall of Famer Ernest Tubb

By  |  July 18, 2013 10:12 pm

Ernest Tubb is a well-known name to anyone familiar with country music stars of the 1930s through the 1980s. During his recording and performing career, he achieved many milestones including headlining the first Grand Ole Opry performance at New York City’s Carnegie Hall along with a long string of hit records including Waltz Across Texas, Thanks a Lot, and Walking the Floor Over You.

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Communication Skills for the Helpdesk

How to Talk to a CEO; Communication Skills for the Helpdesk

By  |  August 7, 2013 4:09 pm

I recently spoke with a client who is concerned about how some of his staff members speak to CEOs. He owns an IT consulting firm with a variety of clients and is worried about his consultants’ communication skills. His consultants are required to interact with various individuals both on the phone and at client locations. He is concerned that some of the consultants’ language choices are inappropriate for dealing with clients, especially when the client in question is a C-level executive.

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The Same Human Relations Concepts Apply

Success in Marriage and the Help Desk: Some of the Same Human Relations Concepts Apply

By  |  August 20, 2013 5:27 pm

I spend a lot of time thinking about human relationships. After all, I write books and blogs on human relations, I teach human relations workshops and seminars for IT people, and it’s generally a big part of my life. I think a lot about how we get along, how we don’t get along, what makes …

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