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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

Principle #3: Empathy

By Don Crawley, CSP  |  November 7, 2018 7:00 am

The Third of the 5 Principles is the principle of customer empathy. Empathy is the ability to put yourself in the other person’s position, to imagine what they’re going through, to try to feel what they’re feeling. Of course, there are times where you simply can’t put yourself in the other person’s position and, contrary …



A 7-Year-Old’s Lost Home Run

By Don Crawley, CSP  |  October 3, 2018 7:00 am

It’s 1961, on the playground behind Robert E. Lee Grade School in Columbia, Missouri. I’m 7-years-old and up to bat in the P.E. softball game and I’m terrified. Let’s just say that sports, or anything requiring grace and coordination, was not then (and is not now) a skill at which I excel. I look at …


bad customer service

How Not to Serve Your Customer (Bad Customer Service)

By Don Crawley, CSP  |  August 29, 2018 7:00 am

My next door neighbor is 86 years old. She’s in great physical shape and her mind is as sharp as can be. She’s fun to be around and I’m lucky to have her as a neighbor. She doesn’t understand modern technology, so she occasionally calls me for help with the tech in her house, usually …


customer service fail

Three Customer Service Fails

By Don Crawley, CSP  |  August 15, 2018 7:00 am

I’m going to rant about a customer service fail, actually three customer service fails. I’ve been on the receiving end of three customer service fails within the past week. If you have these fails, you’ll lose customers and credibility and, if you are part of an internal IT organization, you’ll alienate your co-workers. Here goes: …



Understanding True Intent of End Users and Other Customers

By Don Crawley, CSP  |  August 1, 2018 7:00 am

My audience member, Josh, was driving home from work when a speeding car came up behind him. The driver was aggressively dodging in and out of traffic. He tailgated Josh’s car before an opening came up and he swerved around Josh. He was driving like a crazy person. Josh reached out the window gave the …


volunteer, volunteering

Volunteer as a Means to Enhance Customer Service

By Don Crawley, CSP  |  July 18, 2018 7:00 am

Why is it that some people are always volunteering? They volunteer at the hospital, at the food pantry, the animal shelter, or the soup kitchen. They provide rides for people who need them. They help an elderly neighbor. They go shopping for a single mom. They help clean up litter in the park. The list …


self-improvement by reading

Self-Improvement: Honing Your Skills

By Don Crawley, CSP  |  July 5, 2018 7:00 am

In his landmark book The Seven Habits of Highly Effective People, the late author Stephen Covey identifies habit number seven as sharpening the saw. By that, he means working on self-improvement. More specifically, he means “having a balanced program for self-renewal in the four areas of your life: physical, social/emotional, mental, and spiritual.” Self-Improvement One …