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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  "interpersonal communication"

Are Your Conversations Cooperative? Follow These Four Maxims

By  |  February 28, 2013 4:58 pm

When we’re talking with an end-user or a customer, we want to ensure our conversations are effective, that they make good use of our time and that of our customer or end-user. One way to ensure that conversations are effective is to ensure they are cooperative, a process of give-and-take. Paul Grice was a professor at the University of California at Berkeley and a philosopher of language who identified four maxims of conversation that describe the elements of successful conversation.

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IT customer service

Supporting the Reluctant User: IT Customer Service with Challenging Users

By  |  December 23, 2013 7:46 am

Customer care skills often hinge on being aware of the psychological and social needs of our customer or end user. In a recent training session, several of the students (client service agents) talked about a user who might sound familiar to you. This user has been in her current position for many years and, frankly, …

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The Five Levels of Listening

The Importance of Listening

By  |  February 27, 2014 12:21 pm

One of the four traits of customer service masters is to be a good listener. Good listeners don’t assume they know what a customer is going to say. They’re always respectful of a customer, even when the customer is saying something the service provider has heard many times before from other customers. Here’s an example …

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How to deliver bad news

5 Rules for How to Deliver Bad News

By  |  July 7, 2014 5:48 pm

Sometimes, it’s necessary to deliver bad news to a customer or end user. For example, an order might not be ready when it was promised, a project might end up costing more than was projected, or a software application might not be ready for installation according to schedule. Regardless of the nature of the bad …

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empathy,compassion,kindness

Seven Ways to Improve Your Empathy

By  |  August 14, 2014 6:30 am

One of the 5 principles of IT customer service success is empathy. Empathy is the ability to put yourself in the other person’s position, to feel and understand what they’re experiencing. Empathy, combined with technical ability, is a powerful formula for success at work. How Can You Be More Empathetic? Listen. Truly listen to the other person. Listen …

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How to be a good listener

Top 10 Ways to be a Good Listener

By  |  August 20, 2014 7:00 am

One of the most important skills any of us can learn is how to be a good listener. It’s an interesting paradox that, in order to be known as a great conversationalist you must first become a great listener. And, one of the four foundational skills of the customer service masters is to be a …

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how to show respect

Six Ways to Show Respect to Other People

By  |  August 27, 2014 8:33 am

One of the four traits of the customer service masters is the ability to treat all people with respect. Sometimes, it may seem difficult to do that, especially when you may not like or respect the other person or when you feel that person has disrespected you in some way. In Viktor Frankl’s landmark book …

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