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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

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. …


roadblocks to success

Roadblocks to Career Success

By Don Crawley  |  October 9, 2019 7:00 am

Note: This blog post is a transcript of an excerpt from my keynote speech How to be a Compassionate Geek. As we talk about the five principles, are there some roadblocks that might possibly get in your way? And the answer is, of course there are. There are many, but I’ve observed three in particular …


Customer Service Training Cheat Sheet for IT Pros: Handling Difficult Customers

Customer Service Training Cheat Sheet for IT Pros: Handling Difficult Customers

By TCG Staff  |  October 8, 2019 9:00 am

Dealing with difficult customers is expected in IT. It’s your job to remain a friendly professional. Sometimes that’s easier said than done. Having a few strategic tricks up your sleeve makes all the difference between de-escalating an agitated client and causing the interaction to spiral out of control. Here are the customer service training tips …



Customer Service 101: The Appropriate Way to Communicate with An Angry Person

By TCG Staff  |  October 1, 2019 6:30 am

Nobody likes dealing with an angry customer. In IT, where you’re far more likely to interact with someone because things are going wrong rather than because things are going right, it’s inevitable. Part of providing exceptional customer service in the workplace is understanding how to de-escalate an upset customer. Here’s what you need to know. …