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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  "success"

careers jobs competency

The IT Competency and Charisma IT Career Success Model

By  |  September 17, 2014 8:06 am

For success in a career in IT, as we’ve discussed in other blog posts, podcasts, and videos, two separate and distinct skill sets are required. Obviously, you must have outstanding technical skills, especially related to the product(s) you support. For the purpose of this discussion, we’ll refer to that as your competence. Additionally, you must …


career success

Four Success-Blocking Character Traits (Don’t Do These Things!)

By  |  April 9, 2015 9:29 am

In recent blog posts and podcasts, I’ve talked about the critical IT career success factors. Just as important as what TO do are the things NOT to do. Here, in no particular order, are four behaviors which are commonly seen in the workplace and which can torpedo your career. Dishonesty This may seem obvious, but if it’s so …


How to Deal with an Angry Customer

How to Deal with an Angry Type A Customer

By  |  April 15, 2015 6:55 am

You’ve probably heard people talk about Type A personalities and you may have some ideas about what that means. In a landmark 1976 study of some 3000 healthy men, aged 35 to 59, Drs. Meyer Friedman and Ray Rosenman, both cardiologists, looked at stress as a predictor of heart disease. For the purpose of their …


customer service manners

Four Magical Customer Service Phrases (What to Say in Nearly Any Situation)

By  |  April 22, 2015 6:55 am

Customer service has many definitions. I think of a quote often attributed to the late Dr. Maya Angelou, “I’ve learned that people will forget what you do, they’ll forget what you say, but they will never forget how you made them feel.” As providers of customer service, the feelings our customers have about us show …


stress management customer service

Stress Management for IT Professionals

By  |  April 29, 2015 6:55 am

Stress is a popular topic in news broadcasts and in the blogosphere. We make stress out to be some sort of villain, when stress is simply how our bodies react to change. The change could be good or bad, it doesn’t matter. It’s still stressful. The issue is not with stress, per se, but with …


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 …


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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