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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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Recent Articles


Why You Should Invest in an IT Customer Service Program

By TCG Staff  |  January 17, 2020 9:00 am

Your team is skilled, but you receive unexpected complaints about performance. You’ve created a great workplace culture, but employee morale seems to be lacking. Many IT professionals enter the field with an enthusiastic love of technology but fail to appreciate the level of interpersonal interaction they’ll be expected to engage in, resulting in a disconnect …


better listening

What Compassionate Customer Service is NOT

By Don Crawley  |  January 8, 2020 7:00 am

In a recent corporate training session, I spoke with the group about compassionate customer service. Cindy sat on the front row. She was friendly and professional with me, but shortly into the session, she said, “I don’t get it. I act professionally around my users and I’m efficient. Why do I need to be “buddy-buddy” …


15 customer service skills every it team should have

15 Customer Service Skills Every IT Team Should Have

By TCG Staff  |  December 11, 2019 9:00 am

The field of IT is multifaceted, making it complex. The training is detailed and rigorous. Despite endless hours of training and numerous professional certifications, many who enter the industry find that they struggle with service skills. The reason? Their technical education lacked effective training in customer service, which is integral to any successful career in …


how to be a better listener

How to Be a Better Listener (Three Types of Listening)

By Don Crawley  |  December 4, 2019 7:05 am

One of the most common reasons companies ask me to speak to their teams is to help them improve their listening skills. In order to help team members improve their listening skills, I explain that there are three different types of listening, each of which requires different techniques to be effective. Here are the three …


IT Customer Service 101: Why You Should Never Argue With a Customer

By TCG Staff  |  November 27, 2019 9:00 am

Every IT customer service professional encounters, at one time or another, the customer who is wrong. The one who operated with incorrect information, failed to follow instructions, or simply made a mistake. The customer may make excuses or place incorrect blame, and as an IT professional you will have to make a choice: correct the …


gratitude and thanksgiving

The Life-Changing Power of Sincere Gratitude

By Don Crawley  |  November 20, 2019 7:00 am

The United States’ holiday Thanksgiving is coming up shortly. It’s a day when we express our thanks for the gifts we’ve been given, spend time with our families, watch American football, and eat ourselves into oblivion. Sincere Gratitude It’s also an opportunity for me to talk about how sincere gratitude can change your own life. …


not my problem

The Problem with “Not My Problem”

By Don Crawley  |  November 6, 2019 6:55 am

My client was frustrated with team members who were brusque with end-users. These particular team members didn’t support paying customers, they supported an internal engineering team. They didn’t see their end-users as customers. In fact, their behavior toward their end-users was almost like older siblings would treat a pesky little brother or sister. They would …