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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  "IT support"

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.

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The 6 Steps in a Successful IT Support Call

By  |  April 13, 2013 1:15 pm

When you take a user support call, there’s a specific order for how things should happen. In this post, I’ll explain each of the six steps, in order. I’ve also created this video to help you understand the steps. It includes a demonstration of a support call.

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