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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"

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.


listening for IT customer service

Listening Skills as a Critical Part of IT Customer Service

By  |  January 6, 2016 5:55 am

I’m in the midst of a plumbing project. You probably know that most plumbing projects require three trips to the hardware store. I’m on my first trip. I’m holding a part which I’m trying to install to show the clerk what I’m trying to do. A second clerk walks up right in the middle of …


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 …


condescension karma and IT customer service

Condescension Karma

By  |  March 31, 2016 5:55 am

Have you ever referred to the ID-10-T error? How about the PICNIC error? Or, the PEBCAK error? If you’re not familiar with them, ID-10-T spelled out looks like the word idiot. PICNIC is an acronym for “Problem in chair, not in computer.” and PEBCAK is an acronym for “Problem exists between chair and keyboard.” Many …


how to end a support call gracefully

How to End a Support Call or Visit Gracefully

By  |  April 13, 2016 5:55 am

Sometimes, people find it difficult to end conversations gracefully. Even normal, routine conversations can sometimes feel awkward to end. Then, there’s the time when you’re trying to help someone, perhaps an end user, who rambles on and on and won’t stop talking long enough for you even ask a question. Maybe a co-worker has stopped …


what to do when your company won't provide training

What to do if Your Company Won’t Provide Training

By  |  April 27, 2016 5:55 am

A well-trained workforce is one of the best ways to ensure a company’s success. It seems like common knowledge, yet often companies provide either inadequate training or none at all. What should you do if you work for an organization like that? Some people might choose to coast, doing as little as possible. They might …


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