×
×

Request Information About Customer Service Training for Your I.T. Staff




×
Subscribe to the Compassionate Geek Newsletter today!

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  "helpdesk training"

Always be Authentic

By  |  March 26, 2012 8:22 am

In my customer service workshops and speeches, I often talk about the importance of being authentic, of being real. Here’s a real-life story about Nick Sarillo, a Chicago-area pizza restauranteur who saved his business with a very humble and equally authentic email to his customers. http://www.chicagobusiness.com/article/20120315/BLOGS06/120319853/suburban-chicago-restaurateurs-unusual-plea-to-customers-pays-dividends Even if you’re not particularly interested in business, it’s a short read with a simple message about being authentic in our dealings with our fellow humans. It’s refreshing, especially considering that his bank and his PR team discouraged him from doing what, in his gut, he knew was the right thing to do.

READ ARTICLE

How to Keep the Training Evergreen

By  |  April 8, 2012 9:54 pm

One of the biggest challenges in training is moving the new ideas and concepts from sensory memory into short-term memory and, ultimately, into long-term memory. This process is also known as keeping it “evergreen”.

It’s not easy, but it can be done with effective followup techniques. Here are some ideas you can implement to get the most value from your training dollars and reinforce the ideas I’ve shared with your staff. Even if I haven’t been fortunate enough to work directly with your staff, you can still make use of these tools to help develop yourself and your IT staff.

READ ARTICLE

The 6 Steps in a Successful IT Support Call

By  |  April 13, 2013 1:15 pm

When you take a user support call, there’s a specific order for how things should happen. In this post, I’ll explain each of the six steps, in order. I’ve also created this video to help you understand the steps. It includes a demonstration of a support call.

READ ARTICLE

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.

READ ARTICLE

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.

READ ARTICLE

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 …

READ ARTICLE

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 …

READ ARTICLE


Search by Tags/topics:

Customer Service Training