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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  "listening"

Three Examples of Great Customer Service

By  |  September 6, 2012 9:32 pm

I recently flew from Houston to Seattle on Alaska Airlines. I experienced three examples of good customer service from, gasp, an airline. Yes, I know it may seem hard to believe. There are lessons here for those of us who support end-users. Two examples were with Alaska Airlines and one was with Delta. Here they are.

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Are We Creating Advocates or Detractors?

By  |  March 5, 2013 3:32 pm

We can create advocates among our customers and end-users by delivering outstanding customer service. Advocates speak well of us when we’re not around to speak up for ourselves. The opposite occurs when we create detractors by not providing outstanding customer service. Detractors can torpedo our careers in a process I call “death by water cooler” when they speak poorly of us behind our backs. The way we treat our end-users or customers determines the result. This doesn’t mean we agree to everything. It means that we always treat our end-users or customers with respect, compassion, and empathy and that we carefully listen to them to ensure we truly understand their needs.

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The Five Levels of Listening

The Importance of Listening

By  |  February 27, 2014 12:21 pm

One of the four traits of customer service masters is to be a good listener. Good listeners don’t assume they know what a customer is going to say. They’re always respectful of a customer, even when the customer is saying something the service provider has heard many times before from other customers. Here’s an example …

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How to be a good listener

Top 10 Ways to be a Good Listener

By  |  August 20, 2014 7:00 am

One of the most important skills any of us can learn is how to be a good listener. It’s an interesting paradox that, in order to be known as a great conversationalist you must first become a great listener. And, one of the four foundational skills of the customer service masters is to be a …

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Steps to learning customer service

Five Keys to Becoming a Compassionate Geek

By  |  May 6, 2015 7:17 am

Let’s define compassion and geek. Compassion is seeing others who are hurting and finding ways to help. Geek is a term of pride referring to a computer expert. The path to success as a compassionate geek is really the same as the path to success as a human. Here are five keys to help ensure …

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how to show you care

8 Ways to Show You Care

By  |  May 13, 2015 8:46 am

In working with end users, customers, and technical support staff, the most common phrases I hear relate to how much a support person cares or doesn’t care. The simple act of caring about your fellow human being is the starting point for providing great customer service. If you truly care about your fellow humans, the …

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The Compassionate Geek Newsletter

How to Communicate Successfully Using Email

By  |  May 20, 2015 11:25 am

Email is often the most commonly used form of communication for support professionals. Email is a one-dimensional form of communication which, although efficient, fails to account for human emotions as a vital component of communication. (Other forms of written communication including texting, instant messaging, and even old-fashioned paper letter writing suffer from the same limitation.) …

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