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a blog by Don R. Crawley

Keynote Speaker on
IT Customer Service and Compassion

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Articles tagged  "IT customer service training"

IT customer service

IT Customer Service and the 3 Ps

By  |  February 3, 2016 5:50 am

During our trip to India, we met Narendra Singh, who was often the morning host in our hotel’s restaurant in Noida, a suburb of Delhi. Narendra was always pleasant and helpful. He seemed to anticipate our needs. I asked him about his motivation to do his job so well. Caring is a Passion, Not a …


technical competence

Technical Competence: How Much is Enough?

By  |  February 17, 2016 5:50 am

The first principle of IT customer service is deep technical competence. Often, I get asked how much technical competence is enough? The answer is in two parts. Deep Technical Skills are Required The first part is that you must have deep enough technical skills to fulfill your job description. Obviously, that’s going to vary from …


Why Customer Service Training is Important for IT Professionals

Why Customer Service Training is Important for IT Professionals (An End User’s Lament)

By  |  August 1, 2019 8:00 am

It was a Friday afternoon, I was working hard to knock out the last few to-do’s before the weekend when “it” happened. My cursor suddenly became the spinning wheel of death. It wouldn’t click, wouldn’t let me close anything, it just spun. Instant panic struck me, I had been working on a massive report for …


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Customer Service Training