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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

Rule Number One: First, Do No Harm

Rule Number One: First, Do No Harm

By Don Crawley  |  April 23, 2013 2:40 pm

You may have heard the Latin phrase, Primum non nocere, which means “first, do no harm.” Although it’s often associated with the physician’s Hippocratic Oath, the original oath does not include the precise phrase. It is, however, taught in medical schools as part of medical ethics classes and it has an important connotation for those of us who serve end-users and other customers.

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But, I Didn’t Think I Was Being Rude! (Why Your Customers Might Think You’re Rude When You’re Not)

By Don Crawley  |  April 15, 2013 3:37 pm

I recently had a conversation with a client who told me he sometimes hears complaints from his end-users that he’s being rude. He told me that he didn’t feel like he was being rude at all.

I doubt he was being rude, but I suspect he maintains a “strictly-business” demeanor around the office. I’ve noticed in our email exchanges and phone calls that his responses to me are terse and strictly-business with no trace of humanness. He’s really beyond formal, in that his emails don’t even include a greeting (“Hi Don” or “Dear Don”), a complimentary close (“Kind regards” or “Sincerely”), or even an email signature. I noticed in our phone conversations that he didn’t initiate any sort of attempt to connect with me as one person to another. Of course, I’m seen as a vendor and sometimes treated differently from, say, co-workers. Still, I wonder if a clue to his problem with end-users might be found in the way he interacted with me.

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The 6 Steps in a Successful IT Support Call

By Don Crawley  |  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.

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10 Ways to be a Better Listener: Customer Service Training 101

By Don Crawley  |  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.

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The Five Levels of Listening

The Five Levels of Listening (How to Be a Better Listener)

By Don Crawley  |  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.

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Grace: A Balance for Being Human

By Don Crawley  |  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.

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Are We Creating Advocates or Detractors?

By Don Crawley  |  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.

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