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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  "motivational speaker"

How to Lose Your Audience

How to Lose Your Audience: 5 Easy Keys to Giving an Absolutely Awful Speech

By  |  June 11, 2013 6:58 pm

As IT professionals and customer service reps, we’re sometimes called upon to give a presentation to a group of end-users, customers, colleagues, or some other group of people. I recently had an experience that made me want to write a blog post on what not to do when speaking in public.


How to Win Your Audience

How to Win Your Audience: 6 Easy Tips for Giving a Great Speech

By  |  June 21, 2013 5:43 pm

In a recent blog post, I ranted about how to be a terrible speaker. Now, let’s turn it around. Here are six easy tips for giving a great speech or presentation.


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 …


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