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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  "how to be a better listener"

The Five Levels of Listening

The Five Levels of Listening (How to Be a Better Listener)

By  |  March 20, 2013 7:09 pm

We listen at five different and distinct levels. How you listen to your end-users and customers will have a significant impact on your success, and that of the overall I.T. support team or, for that matter, your entire organization. As important as how you actually listen is how you are perceived to listen.

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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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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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Compassion

New 5-Week Compassion Workshop in Seattle (Free)

By  |  August 15, 2013 5:55 pm

I’m going to conduct a five-session workshop in September and October on compassion in cooperation with First United Methodist Church of Seattle. The workshops will explore compassion from various points of view including religious and non-religious traditions, scientific research, and personal experience.

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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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