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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  "psychology"

IT customer service

Supporting the Reluctant User: IT Customer Service with Challenging Users

By  |  December 23, 2013 7:46 am

Customer care skills often hinge on being aware of the psychological and social needs of our customer or end user. In a recent training session, several of the students (client service agents) talked about a user who might sound familiar to you. This user has been in her current position for many years and, frankly, …

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