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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 training videos"

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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10 Ways to be a Better Listener: Customer Service Training 101

By  |  March 27, 2013 10:17 pm

When our work involves serving others, it’s important for us to be good listeners. Being a good listener can be difficult at times. I’ve created a video to accompany this blog post with the ten tips to help us all become better listeners, whether at work with our customers, end-users, and colleagues or at home with our spouse, children, and friends.

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IT Customer Service Book

There’s a new Compassionate Geek coming soon, very soon

By  |  September 17, 2013 5:20 pm

I’m very excited to announce the upcoming release of a major update to The Compassionate Geek. I’ve added a lot of new material, including reflection and discussion exercises at the end of chapter and more human stories about overcoming difficulty through perspective, tenacity, and strength of will. It’s scheduled for release on November 1 and …

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how to become more compassionate

7 Ways to Become More Compassionate

By  |  August 6, 2014 7:00 am

One of the four traits of the customer service masters is compassion. People who have mastered the art of customer service are naturally compassionate, they have a profound awareness of other’s suffering combined with a desire to alleviate it. One of author Mitch Albom’s friends once described him as noticing people in pain and trying …

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how to say no

How to Say No to a Customer Without Being a Jerk

By  |  March 8, 2017 7:14 am

Part of good customer service is knowing how to say no to a customer without being a jerk. How to Say No Successfully I needed to refill a prescription. I had recently changed to a different physician who wanted to see me before authorizing the refill. The problem was that her office didn’t tell me that …

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