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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  "technical support"

The Five Levels of Listening

The Five Levels of Listening (How to Be a Better Listener)

By  |  March 20, 2013 7:09 pm

We listen at five different and distinct levels. How you listen to your end-users and customers will have a significant impact on your success, and that of the overall I.T. support team or, for that matter, your entire organization. As important as how you actually listen is how you are perceived to listen.

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Humor in customer service

Call Center Articles: Humor in the Danger Zone: When Jokes Interfere with Our Job

By  |  October 17, 2013 10:31 pm

Client insights and service tips: We don’t normally associate humor with a danger zone. In fact, I think lots of humor is key to living a fulfilling life. When my family gets together, we laugh, giggle, chortle, and guffaw like crazy people and we love it! So, are there times when humor is dangerous? Absolutely. …

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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 deliver bad news

5 Rules for How to Deliver Bad News

By  |  July 7, 2014 5:48 pm

Sometimes, it’s necessary to deliver bad news to a customer or end user. For example, an order might not be ready when it was promised, a project might end up costing more than was projected, or a software application might not be ready for installation according to schedule. Regardless of the nature of the bad …

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how to become more compassionate

7 Ways to Become More Compassionate

By  |  August 6, 2014 7:00 am

One of the four traits of the customer service masters is compassion. People who have mastered the art of customer service are naturally compassionate, they have a profound awareness of other’s suffering combined with a desire to alleviate it. One of author Mitch Albom’s friends once described him as noticing people in pain and trying …

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empathy,compassion,kindness

Seven Ways to Improve Your Empathy

By  |  August 14, 2014 6:30 am

One of the 5 principles of IT customer service success is empathy. Empathy is the ability to put yourself in the other person’s position, to feel and understand what they’re experiencing. Empathy, combined with technical ability, is a powerful formula for success at work. How Can You Be More Empathetic? Listen. Truly listen to the other person. Listen …

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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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