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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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2016/2017 WINNNER of the Max Dixon Award for Eloquence in Public Speaking

Recent Articles

talking to customers

Why You Must Never Discuss Other Customers in Front of a Customer

By Don Crawley, CSP  |  June 21, 2017 7:00 am

Here’s a basic principle of customer service: Don’t talk about other customers in front of a customer, unless it’s speaking positively of something the other customer is doing. Even then, your current customer might take it the wrong way and think you’re comparing her or him to other customers. The Focus Must be on the …



Communicate or Die!: The Importance of Communication in Customer Service

By Don Crawley, CSP  |  June 7, 2017 7:00 am

In a recent survey of customer service complaints, one of the top complaints was issues not being resolved the first time. We can all relate to that. The problem, of course, is that sometimes an issue takes time to resolve, especially IT issues. Sometimes, due to the complexity of the systems we work with, multiple …



The Power of Appreciation with Your Customers and Colleagues

By Don Crawley, CSP  |  May 25, 2017 7:00 am

Customer service is much broader than just serving your paying customers or internal clients. Customer service is a mindset. Frankly, it’s a way of living. Customer service is about winning hearts and minds among the people in your life. That includes colleagues, bosses, subordinates, vendors…anyone with whom you interact, even friends and family members. In …


good impressions

Impressions Matter in Customer Service

By Don Crawley, CSP  |  May 10, 2017 7:00 am

You’ve probably heard the old saying, “You only get one chance to make a good first impression.” There are many variations on it, but the idea is sound. People form lasting impressions of others based on their very first impression. That’s why you should review every possible point of contact with a customer, both on …


workplace culture

Workplace Culture and Your Personal Style

By Don Crawley, CSP  |  April 10, 2017 10:06 am

Is it possible (and appropriate) to integrate workplace culture into your personal style? The YouTube commenter posted, “I wish my family members and friends would respect me and allow me to talk instead of my saying a few words and taking what they want when I was not even finished, or thinking they know what …


how to say no

How to Say No to a Customer Without Being a Jerk

By Don Crawley, CSP  |  March 8, 2017 7:14 am

Part of good customer service is knowing how to say no to a customer without being a jerk. How to Say No Successfully I needed to refill a prescription. I had recently changed to a different physician who wanted to see me before authorizing the refill. The problem was that her office didn’t tell me that …


market your value

Why You Must Market Your Value as an IT Professional

By Don Crawley, CSP  |  February 1, 2017 7:00 am

We’ve all seen websites designed by someone’s neighbor’s cousin’s step-son’s friend. We’ve probably also had to deal with network problems on a network set up by the business owner’s daughter’s best friend’s uncle. Such scenarios usually include a comment about how it may not be the greatest website or the most perfect network, but at …