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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

Recent Articles


Your Life Matters

By Don Crawley  |  April 1, 2020 12:44 pm

My friend Roger is 87. He’s in great shape, both mentally and physically. Before the pandemic hit, I saw him nearly every week. We would occasionally sit on his deck and enjoy cigars and bourbon while my coonhound Sam sniffed around Roger’s backyard. I love our conversations and hearing his insights from nine decades of …


embarrassed and humiliated

How to Manage Your Personal Stress When the Whole World is Upside Down

By Don Crawley  |  March 18, 2020 5:14 pm

Stress, when untreated, can kill you. It can cause heart attacks, strokes, a compromised immune system, diabetes, and obesity. Stress can cause headaches, fatigue, sleep problems, anxiety, irritability, and anger. It can undermine relationships (personal and professional), and it can bring on depression. Many of your end-users, clients, and coworkers are feeling stress right now. …


A Look at the Onboarding Process for Customer Service Training

A Look at the Onboarding Process for Customer Service Training

By TCG Staff  |  March 12, 2020 9:00 am

You understand that customer service training is important for IT professionals, but you can’t simply send your team to training and expect them to appreciate its value. Onboarding is a critical part of the process and helps your employees buy into the concept that customer service skills are necessary to succeed in their IT positions. …


confirm resolution

Customer Service Like Amazon

By Don Crawley  |  March 4, 2020 6:58 am

Making Customer Experience Difficult For the past four months, I’ve gotten my prescriptions filled at Walgreens. I set everything up online and they mailed them to me as needed. One of my prescriptions ran out and the new package hadn’t arrived yet, so I tried to use the chat feature on the Walgreens website. After …


How to be a good listener

The Fine Art of Listening Well

By Don Crawley  |  February 19, 2020 7:00 am

Listening Well It’s 1970, I’m sixteen years old and in love with radio broadcasting. I even got a summer job as a d.j. at the local radio station in my hometown. Kansas City was about two hours away, but the powerful signals from its big radio stations would reach my hometown and I listened to …



5 Ways to Improve Your Customer Service Listening Skills

By TCG Staff  |  February 13, 2020 9:00 am

You already know that listening is one of the most important customer service skills, but it’s far more complex than simply hearing what your customer is saying. Effective listening is also about making the client feel heard. Here are five things you can do to improve your customer service listening skills in either face-to-face interactions …


How to deliver bad news

How to Manage Your Own Emotions

By Don Crawley  |  February 5, 2020 7:00 am

Emotional Intelligence can make the difference between having a successful career in IT and struggling in your career. Successfully managing emotions can also make the difference between having successful personal relationships and struggling in relationships. One of the four domains of Emotional Intelligence is Self-Awareness. Here are keys to recognizing emotions in yourself: Check your …