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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

Albert Einstein, Genius

Those Superlatives Are Simply Brilliant! Sheer Genius! (Or Are They?)

By Don Crawley  |  May 28, 2013 5:27 pm

I read an article recently that mentioned how actors, when describing another actor’s performance, frequently use the word brilliant. In fact, the writer commented on how rare it is for the word brilliant to not be used in the description of a performance.

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Anger Management

Three Tips for Anger Management: What to Do When You Get Angry

By Don Crawley  |  May 13, 2013 4:45 pm

A fact of being human is that we experience a wide range of emotions including happiness, pride, jealousy, sadness, and frustration. One emotion that can be difficult to deal with is our anger. When our work involves serving others, we can sometimes encounter situations that make us angry. Anger, in itself, is not bad and, in fact, can serve as warning sign that something is wrong and it can be a positive catalyst for change. Anger, however, when it is expressed in hurtful or destructive ways can cause problems in relationships (both personal and professional) and can lead to debilitating health problems. When not managed effectively, anger is a flame that consumes its host.

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Anger Management

How to Deal with an Angry Customer or End-User

By Don Crawley  |  May 6, 2013 3:34 pm

Whether we work on the help desk or in some other customer service capacity, or even if we don’t work in customer service at all, we sometimes have to deal with people who are angry. I’ve created a customer service training video based on this blog post and the rest of the post is just below the video.

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I’m Fabulous! Thanks for Asking. How Are You?

I’m Fabulous! Thanks for Asking. How Are You?

By Don Crawley  |  April 23, 2013 10:06 pm

Sometimes, I get in a funk. We all do, from time-to-time. I realize, however, that I’m leading a charmed life, especially in comparison to some of our brothers and sisters in places like Syria, Iraq, or any of the many other trouble spots in our world.

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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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