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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

confirm resolution

Confirm Resolution Before Closing a Ticket

By Don Crawley, CSP  |  April 11, 2018 7:00 am

Have you ever asked for tech support, received a response which didn’t solve your problem, and then heard nothing else from the tech support person? Maybe a tech support person came to your desk to fix an issue, but two days later the issue hadn’t gone away. The tech support person didn’t confirm resolution before …

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grammar in business

Two Rules on Grammar (for Grammandoes and Non-Grammandoes, Alike)

By Don Crawley, CSP  |  March 28, 2018 7:00 am

Gramandoes are among us; people who cringe at grammar and spelling errors. They focus on such errors to the point where, in extreme cases, they don’t even notice the real message the writer or speaker is trying to convey. There’s a fine line between wanting to promote the correct use of our language and just …

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human connections

Making Small and Positive Human Connections in Another Person’s Life

By Don Crawley, CSP  |  March 14, 2018 7:00 am

Just like most professional speakers, I travel a lot which includes many hours in airports (places with many human connections, but often not a lot of humanity). Frequently, a meal in an airport means going through a line and ordering the various components of your meal from people who act and speak robotically with little …

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embarrassed and humiliated

Correction or Humiliation?

By Don Crawley, CSP  |  February 28, 2018 7:00 am

I was upgraded to first class and got to witness someone being humiliated. The woman in front of me had been dealing with flight complications all day, none of which were her fault. The airline, as a partial compensation, had plied her with plenty of alcohol. She was more than a little talkative. Okay, she …

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service level agreement

Your Implicit Service Level Agreement

By Don Crawley, CSP  |  February 14, 2018 7:00 am

Providers of service are quite familiar with the service level agreement, also known as an SLA. You may have a Service Level Agreement with a company that spells out exactly what you can expect from them in terms of network outages and response times, for example. That’s an explicit SLA, because it explicitly calls out …

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how to amaze your customers

Amazing Your Customers Every Day of the Year

By Don Crawley, CSP  |  January 31, 2018 7:00 am

Amazing Your Customers My friend Debbie wrote the following Facebook post about amazing your customers two days before Christmas 2017: Debbie and I worked together and our late boss, Mike Costello, always said, “When you make a mistake, it’s an opportunity to win a customer for life.” Think about how delighted Debbie was with the …

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customer information

When Customer Focus Includes Sharing Customer Information

By Don Crawley, CSP  |  January 17, 2018 7:00 am

In survey after survey, one of the most common complaints from customers is having to repeat the same customer information every time they change to a new person. I would love to hear from someone telling me why some companies can’t get their systems talking to one another to prevent this widespread complaint. I called …

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