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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  "interpersonal communication"

Being arrogant and conceited can kill your career.

Is Arrogance Killing Your Career?

By  |  September 10, 2014 9:49 am

Some people in the IT industry have a reputation for being arrogant and difficult to work with. Arrogance is the belief that you’re better than other people and it leads to cynicism and condescending behavior. Arrogance can undermine relationships and even lead to job loss. I was leading a customer service seminar at a large …


careers jobs competency

The IT Competency and Charisma IT Career Success Model

By  |  September 17, 2014 8:06 am

For success in a career in IT, as we’ve discussed in other blog posts, podcasts, and videos, two separate and distinct skill sets are required. Obviously, you must have outstanding technical skills, especially related to the product(s) you support. For the purpose of this discussion, we’ll refer to that as your competence. Additionally, you must …


saying "no" to a customer

How to Say “No” Without Alienating the Customer

By  |  September 24, 2014 6:30 am

At one point in a past business relationship, I had to say no to my customer. I had committed to the customer to present a training seminar without realizing the true nature of the training the customer wanted. When I realized what they really wanted, I realized that it was beyond my competency, so I …


customer service tips

What to Do When You Don’t Know the Answer to Customer Questions

By  |  October 1, 2014 8:40 am

No one knows everything, but sometimes it feels like we’re expected to know the answer to every question a customer asks. It’s not, however, our ability to answer every question that matters as much as our ability to handle every question with grace and aplomb and ultimately provide a complete and accurate answer. I recently …


bad customer service

Five Critical Customer Service Mistakes

By  |  October 8, 2014 7:10 am

Customer service work can be a tough job, whether we’re supporting computer users or retail customers. Some common mistakes, which can be easily avoided, will undermine the customer service experience. Here are five common mistakes guaranteed to ruin customer service experiences and kill good customer service: We seem like we don’t care. Support situations can …


how to troubleshoot

How to Troubleshoot Nearly Anything

By  |  October 15, 2014 7:30 am

“The trouble with troubleshooting is sometimes trouble shoots back.” –unknown Troubleshooting is not just a part of an IT career, it’s a part of life. The ability to troubleshoot a wide range of problems is one of the most valuable skills you can develop, not only for problems at work, but also for problems at …


Being helpful

The Problem with “Not My Problem”: How Teamwork Solves Problems

By  |  October 22, 2014 7:30 am

One of the worst feelings in the world is the sense that you’re all alone and there’s no one who can or will help you. That’s close to how some people feel when they approach one of us in IT with a problem. They may be embarrassed or feel ignorant because of the type of …


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