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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

how to be a great listener

10 Keys to Better Listening

By Don Crawley  |  June 5, 2019 7:00 am

It’s a beautiful day in Seattle, so I decided to record today’s video in my back yard. Today, we’re going to revisit and update my list of the top ten ways to be a better listener. One of the greatest gifts we can give our fellow humans is to listen, to really listen, to turn …


arguing with customers

Arguing with Customers

By Don Crawley  |  May 22, 2019 7:00 am

I walked into the luggage store with my carry-on bag following dutifully behind me. I was the only one in the store…no customers, no employees. After a moment, an employee emerged from a back room. He looked at me, said nothing, and walked on. I scratched my head, wondering why he didn’t say something or …


manager visiting customer

The Importance of Manager Visits

By Don Crawley  |  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  |  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  |  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  |  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  |  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 …