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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 better listener

How to Be a Better Listener (Three Types of Listening)

By Don Crawley  |  December 4, 2019 7:05 am

One of the most common reasons companies ask me to speak to their teams is to help them improve their listening skills. In order to help team members improve their listening skills, I explain that there are three different types of listening, each of which requires different techniques to be effective. Here are the three …


IT Customer Service 101: Why You Should Never Argue With a Customer

By TCG Staff  |  November 27, 2019 9:00 am

Every IT customer service professional encounters, at one time or another, the customer who is wrong. The one who operated with incorrect information, failed to follow instructions, or simply made a mistake. The customer may make excuses or place incorrect blame, and as an IT professional you will have to make a choice: correct the …


gratitude and thanksgiving

The Life-Changing Power of Sincere Gratitude

By Don Crawley  |  November 20, 2019 7:00 am

The United States’ holiday Thanksgiving is coming up shortly. It’s a day when we express our thanks for the gifts we’ve been given, spend time with our families, watch American football, and eat ourselves into oblivion. Sincere Gratitude It’s also an opportunity for me to talk about how sincere gratitude can change your own life. …


not my problem

The Problem with “Not My Problem”

By Don Crawley  |  November 6, 2019 6:55 am

My client was frustrated with team members who were brusque with end-users. These particular team members didn’t support paying customers, they supported an internal engineering team. They didn’t see their end-users as customers. In fact, their behavior toward their end-users was almost like older siblings would treat a pesky little brother or sister. They would …


the differenccustomer-service-and-customer-experiencee between customer service and customer experience

The Difference Between Customer Service and Customer Experience

By TCG Staff  |  October 30, 2019 8:00 am

Customer experience has become a buzz word in recent years, with businesses prioritizing customer experience above all else to attract and retain loyal customers. If you’re in IT customer service, you might wonder how your job fits into this new business culture. Here’s what you need to know about the relationship between customer experience and …


patence is a virtue

How to be More Patient with End-Users

By Don Crawley  |  October 23, 2019 7:00 am

When we ask about the important characteristics of customer service providers, IT or otherwise, one of the most common answers is patience. People who are receiving customer service want the provider to be patient. Similarly, one of the most common complaints is that customer service providers aren’t patient with end-users and other customers. Hey, it’s …



5 Major IT Customer Service Mistakes to Avoid

By TCG Staff  |  October 16, 2019 8:00 am

Successfully serving a customer involves more than simply solving their problem. You want them to walk away from the experience with their issue resolved and feeling satisfied, grateful, and relieved. Creating this type of experience can be especially difficult in IT customer service, where customers feel particularly vulnerable because of their lack of technological expertise. …