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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

it customer service: improving your teams mindset

IT Customer Service: Improving Your Team’s Mindset

By TCG Staff  |  September 24, 2019 8:00 am

Technology has become an integral part of every facet of our culture and with the rising need for skilled support, the IT industry has taken off in ways that were unimaginable just a few years ago. IT customer service has become an industry in its own right, with large-scale operations replacing in-house teams, and customers …



5 Simple Ways You Can Start Improving Your IT Customer Service Right Now

By TCG Staff  |  September 12, 2019 6:00 am

If you want to improve customer service in your IT department; tailor-made training is the best way to accomplish this. You don’t have to wait for your comprehensive training plan to be implemented to significantly improve your customers’ experience with IT. Coaching your team to prioritize seemingly small aspects of their interpersonal interactions makes a …



Missing Appointments and Not Doing Your Homework

By Don Crawley  |  September 11, 2019 7:00 am

The salesperson left a voice message to tell me his assistant had given me inaccurate information and he wanted to correct what I’d been told about their service. He also sent an email, so I replied to his email with a time when I could talk. I didn’t hear back until the next day when …



6 of the Best Customer Service Qualities of IT Professionals

By TCG Staff  |  September 3, 2019 7:00 am

IT professionals may think they’re in the tech industry, but the reality is that they’re actually in the service industry. IT jobs are really about helping end-users do their jobs more productively, efficiently, and creatively. No matter their specific technical role, your IT workers are using their specialized skills in service to another employee, customer, …


how to be sincere

Six Ways to be Sincere

By Don Crawley  |  August 28, 2019 7:00 am

A viewer on my YouTube channel recently asked how to be sincere. Good question! Here are six ways to be sincere. #1: Be genuine. That means that you say what you mean and mean what you say without being nasty to the other person. #2: Always speak the truth, but that doesn’t mean insulting others …


Is Customer Service Training a Worthwhile Investment for IT?

Is Customer Service Training a Worthwhile Investment for IT?

By TCG Staff  |  August 26, 2019 6:29 am

Customer experience is a vital part of building a strong client base. A great experience will strengthen customer loyalty and satisfaction. It also has the potential to increase word of mouth sales, referrals, and positive reviews. One way to strengthen your company’s customer experience is by training your employees on your company’s processes, values, and …


Why Things Go Wrong with Customers

By Don Crawley  |  August 14, 2019 7:00 am

Sometimes, when we’re working on customer service support or even helping a colleague, things seem to go off track unexpectedly. Of course, when you’re dealing with other people, you will occasionally get a surprise reaction! Here are some common reasons why things go wrong, along with some tips for what to do when that happens: …