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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  "emotional intelligence"

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.


Anger Management

How to Deal with an Angry Customer or End-User

By  |  May 6, 2013 3:34 pm

Whether we work on the help desk or in some other customer service capacity, or even if we don’t work in customer service at all, we sometimes have to deal with people who are angry. I’ve created a customer service training video based on this blog post and the rest of the post is just below the video.


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 …


emotional intelligence

Emotional Intelligence Interview with George A. Harris, Ph.D.

By  |  March 11, 2015 6:16 am

George A. Harris, Ph.D. is a well-known psychologist and author. I interviewed him this week on the subject of emotional intelligence. Among the questions we discussed were: What is emotional intelligence? What’s the difference between emotional intelligence and IQ? What are the benefits of emotional intelligence? How can emotional intelligence be used in the workplace? …


emotional intelligence

How to Handle Other People’s Emotions When You Just Can’t Relate

By  |  July 17, 2015 12:05 pm

Sometimes we encounter people who are experiencing emotions and we just can’t relate. Perhaps we encounter a customer or end user who is excited about something and we think to ourselves it’s no big deal. Maybe the other person is sad and we don’t think whatever it was that caused the sadness was that big …


telephone manners

How to Answer the Telephone in IT Customer Service

By  |  August 20, 2015 10:32 am

This seems so simple and so obvious, yet I continue hearing people answer the telephone the wrong way. It’s just like your parents said: You have only one chance to make a good first impression. The manner in which you answer phone calls is what creates that first impression. Do it right and the call …


how to handle IT customer service calls

How to Handle IT Customer Service Calls

By  |  August 26, 2015 8:51 am

When we’re on the phone with a customer, there are four important points which, when implemented correctly, help ensure a successful IT customer service interaction. Watch the video to see examples both of how to and how not to handle an IT customer service call. The four points are: Fix the Problem to the User’s …


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