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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  "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 …



5 Simple Ways You Can Start Improving Your IT Customer Service Right Now

By  |  September 12, 2019 6:00 am

If you want to improve customer service in your IT department; tailor-made training is the best way to accomplish this. You don’t have to wait for your comprehensive training plan to be implemented to significantly improve your customers’ experience with IT. Coaching your team to prioritize seemingly small aspects of their interpersonal interactions makes a …


it customer service: improving your teams mindset

IT Customer Service: Improving Your Team’s Mindset

By  |  September 24, 2019 8:00 am

Technology has become an integral part of every facet of our culture and with the rising need for skilled support, the IT industry has taken off in ways that were unimaginable just a few years ago. IT customer service has become an industry in its own right, with large-scale operations replacing in-house teams, and customers …



Customer Service 101: The Appropriate Way to Communicate with An Angry Person

By  |  October 1, 2019 6:30 am

Nobody likes dealing with an angry customer. In IT, where you’re far more likely to interact with someone because things are going wrong rather than because things are going right, it’s inevitable. Part of providing exceptional customer service in the workplace is understanding how to de-escalate an upset customer. Here’s what you need to know. …


Customer Service Training Cheat Sheet for IT Pros: Handling Difficult Customers

Customer Service Training Cheat Sheet for IT Pros: Handling Difficult Customers

By  |  October 8, 2019 9:00 am

Dealing with difficult customers is expected in IT. It’s your job to remain a friendly professional. Sometimes that’s easier said than done. Having a few strategic tricks up your sleeve makes all the difference between de-escalating an agitated client and causing the interaction to spiral out of control. Here are the customer service training tips …


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Customer Service Training