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a blog by Don R. Crawley

Don Crawley, IT Customer Service Speaker

Bringing humanity into the world of technology

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Recent Articles

Authority figures

11 Tips for Dealing with Authority Figures in IT Customer Service

By Don Crawley, CSP  |  December 7, 2016 5:55 am

As IT people, we work with people in nearly every part of an organization. That means we may have to support and work with people in positions of great authority such as police officers, executives, physicians, or attorneys. Sometimes, that can be uncomfortable or even intimidating. Many of the actions to use when dealing with …


customer service

Speaking on Service at CompTIA ChannelCon 2016

By Don Crawley, CSP  |  November 29, 2016 12:03 pm

In August of this year (2016), I had the privilege of speaking on compassionate and respectful service to the managed services gathering at ChannelCon 2016 in Hollywood, Florida. I recently received the audio recording of my talk, along with a wonderful introduction by Vince Tinnerello, CEO of Anchor Network Solutions. The very large conference room …


privilege to serve--IT customer service

A Privilege to Serve (A Letter from a Webinar Attendee)

By Don Crawley, CSP  |  November 28, 2016 5:55 am

I received this very kind letter from Eva Spacek who attended a corporate webinar I conducted last summer for Schaeffler International. She offers some very kind words about the webinar, but what I want to share with you are her thoughts about our privilege to serve as IT professionals (she referred to her role as a …


gratitude and thanksgiving

Authentic Gratitude

By Don Crawley, CSP  |  November 23, 2016 5:55 am

Every year, on the fourth Thursday of November, the people of the United States celebrate Thanksgiving. It’s a tradition that goes back to the time of the early European settlers on what became the North American continent. Every year, around this time, I tend to write about gratitude. It seems appropriate. Authentic Gratitude Over the …



Why It Is Important To Be Proud And Show Your Pride To Your Customers

By Don Crawley, CSP  |  November 9, 2016 5:55 am

Do you have pride in your work? Do you tell your customers about improvements that are a benefit to them? Your customers want to believe that you’re the best at whatever it is that you do. We can reinforce that belief by letting them know about improvements we make to the systems they use. Pride …


good customer service

5 Ways to Handle a Chatty Customer

By Don Crawley, CSP  |  October 26, 2016 5:55 am

We’ve all been there. Maybe it was with a customer, a friend, a colleague, or even a stranger. Whomever it was, they were talking your ear off! What’s the best way to handle a chatty customer or any overly talkative person? One of the problems is that we are often told, as part of customer …


IT customer service best behavior

How a Receptionist at One Company Torpedoed Job Applicants at Another Company

By Don Crawley, CSP  |  October 12, 2016 5:55 am

When I was a manager, one of my best friends’ daughters was a receptionist at a competing company. Whenever I was thinking about hiring someone, I’d always check with her to see if that person had also applied for a job at her company and, if so, how they had treated her when they came …