By Don Crawley, CSP | April 13, 2013 1:15 pm
When you take a user support call, there’s a specific order for how things should happen. In this post, I’ll explain each of the six steps, in order. I’ve also created this video to help you understand the steps. It includes a demonstration of a support call.
By Don Crawley, CSP | March 27, 2013 10:17 pm
When our work involves serving others, it’s important for us to be good listeners. Being a good listener can be difficult at times. I’ve created a video to accompany this blog post with the ten tips to help us all become better listeners, whether at work with our customers, end-users, and colleagues or at home with our spouse, children, and friends.
By Don Crawley, CSP | March 20, 2013 7:09 pm
We listen at five different and distinct levels. How you listen to your end-users and customers will have a significant impact on your success, and that of the overall I.T. support team or, for that matter, your entire organization. As important as how you actually listen is how you are perceived to listen.
By Don Crawley, CSP | March 15, 2013 1:23 pm
When you think of grace, what comes to mind? Perhaps it’s the fluid movements of a beautiful ballet. Maybe you think of the words of appreciation expressed before a meal. Another form of grace is unmerited divine assistance given to us. Whether you believe in religious teachings or not, I’m convinced that graces exists and I’m really glad of that! Hear me out.
By Don Crawley, CSP | March 5, 2013 3:32 pm
We can create advocates among our customers and end-users by delivering outstanding customer service. Advocates speak well of us when we’re not around to speak up for ourselves. The opposite occurs when we create detractors by not providing outstanding customer service. Detractors can torpedo our careers in a process I call “death by water cooler” when they speak poorly of us behind our backs. The way we treat our end-users or customers determines the result. This doesn’t mean we agree to everything. It means that we always treat our end-users or customers with respect, compassion, and empathy and that we carefully listen to them to ensure we truly understand their needs.
By Don Crawley, CSP | February 28, 2013 4:58 pm
When we’re talking with an end-user or a customer, we want to ensure our conversations are effective, that they make good use of our time and that of our customer or end-user. One way to ensure that conversations are effective is to ensure they are cooperative, a process of give-and-take. Paul Grice was a professor at the University of California at Berkeley and a philosopher of language who identified four maxims of conversation that describe the elements of successful conversation.
By Don Crawley, CSP | February 23, 2013 1:24 am
There is a lot of anecdotal evidence to suggest that living a life filled with positive emotions can have a positive physiological effect on our bodies. Like most people, I enjoy hearing stories that reinforce my pre-conceived notions about how the world is. I also recognize that anecdotes are great stories, but they’re lousy science and can often lead to poor decision-making.