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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

manager visiting customer

The Importance of Manager Visits

By Don Crawley, CSP  |  May 8, 2019 7:00 am

Janet, my wife, our friend Bruce, and I went to Duke’s Chowder House in the South Lake Union area of Seattle for Sunday lunch. The views are of sailboat masts, looking out over a marina toward the Museum of History and Industry (MOHAI). The food is dependably good and we’ve always enjoyed Duke’s. We were …


IT customer service book

The 5 Principles of IT Customer Service Success

By Don Crawley, CSP  |  April 24, 2019 7:00 am

(The following is a transcript of a portion of a keynote speech I gave at Automation Nation in 2015. The five principles, covered in this post, are the foundation for all of my work in IT customer service.) I’ve had the privilege of working with IT people all over the world and I’ve observed IT …


predicting career success

Competence Charisma IT Career Success Model

By Don Crawley, CSP  |  April 10, 2019 7:00 am

I want to introduce you to the competence charisma four quadrant model for IT career success. This is a model that I created to help understand the two broad skill families that are required for success in IT careers, and if you’ll take a look at this model, you’ll notice that in the lower left …


How to Understand and Use Communication Models

By Don Crawley, CSP  |  March 27, 2019 7:00 am

Communication is the process of one person sending a message and another person receiving and understanding it. Communication occurs only when the receiver understands the message the sender intended. That puts the burden of responsibility for communication on the sender. When you are responsible for communicating an idea, a policy, new procedures, or anything else, …


customer service fail

How to Handle a Really Angry Person

By Don Crawley, CSP  |  March 13, 2019 7:00 am

It happens every now and then. One of our customers gets really angry or a co-worker loses his or her temper. Our ability to successfully handle a really angry person is something that can make us into heroes in the workplace. It’s important to think long-term when dealing with anger. Think about how what you …



IT Customer Service Fundamentals

By Don Crawley, CSP  |  February 13, 2019 7:00 am

Kansas City Chiefs’ place kicker Harrison Butker made a perfect 39-yard field goal to tie the recent AFC championship game with 8 seconds on the clock and send it in to overtime. It was a dramatic moment in a game filled with drama. That had to be an unbelievable amount of pressure on Butker, but …


better listening

Listen Carefully Before Talking

By Don Crawley, CSP  |  January 30, 2019 7:00 am

I’ve talked before about my model railroading hobby. (In case you’re interested in such things, I run O Gauge.) I had an electrical question and I couldn’t find an answer online, so I decided to visit an area train store to see if I could get my question answered. The Importance of Better Listening When …