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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  "keynote speaker"

teasing and teamwork

The Problem with Micro Digs and Insults in Teamwork

By  |  September 10, 2015 9:13 am

We all know people who like to tease. Perhaps they tease about someone’s clothing, hairstyle, or choice of music. Maybe they toss seemingly harmless insults about a person’s work or the way they organize their desk. Perhaps they insult a person’s home state or country. Often, such digs and insults are said “in good fun”. …


over sharing TMI

The Problem with Over-Sharing with Customers (TMI)

By  |  September 16, 2015 1:42 pm

I called customer service at a large company. The phone was answered by a friendly woman who seemed helpful. While she was waiting for some information to appear on her screen, she started making small talk. Then, it happened. She started talking about her recent medical procedures. That’s bad enough, and to make things worse, she went …


IT Customer Service and Business

The Importance of the Business Mindset in IT Customer Service

By  |  September 23, 2015 9:32 am

I frequently receive calls and emails from potential clients who say something like this, “Our IT staff is filled with highly intelligent, very talented individuals who are great at solving technical problems, but they don’t understand that we’re a business.” Then, they’ll talk about how great the IT staff is with the technical aspects of …


compassionate customer service

How Compassionate Customer Service Can Improve Customer Satisfaction

By  |  September 30, 2015 7:06 am

In June of this year, I was privileged to be the keynote speaker at Automation Nation, an amazing IT conference produced by LabTech Software. After my speech, Aaron Huff of Ergos, a managed services firm in Houston, Texas, approached me to tell me how his company had successfully implemented the same concepts I write and …


Irate Customer

How to Deal with an Irate Customer or End User

By  |  October 9, 2015 2:31 pm

Most people are reasonable most of the time. Occasionally, however, even reasonable people have meltdowns. Sometimes, unfortunately, we may also have to deal with someone who is a jerk. Regardless, it’s not easy to deal with an irate customer or end user and still provide good customer service. After a recent speech, an audience member …


Tech Skills or People Skills

Tech Skills or Customer Service Skills: Which is More Important?

By  |  November 11, 2015 7:48 am

Technical Skills Come First In any skilled field, whether it be information systems and technology, medicine, law, airplane maintenance, or any other skilled field, technical, professional, or otherwise, you simply must have technical skills in order to do the job. We certainly wouldn’t want a surgeon with limited ability performing surgeries nor would we want …


How to Handle Customer Complaints

How to Handle Customer Complaints in Three Practical Phases

By  |  November 25, 2015 10:50 am

Customer and end user complaints are a fact of life if you work on the help desk. They’re not limited, however, just to the help desk. All of us in IT at one time or another have to deal with complaints. Perhaps the complaints are from an end user or a customer, maybe they’re from …


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