172 episodes

I'm a tech guy who understands the importance of providing great customer service and mastering the art of communication. This podcast features stories and practical tips and suggestions to help technical personnel (and anyone else) improve their customer service and communication skills.

The Compassionate Geek Don R. Crawley

    • Business
    • 5.0, 1 Rating

I'm a tech guy who understands the importance of providing great customer service and mastering the art of communication. This podcast features stories and practical tips and suggestions to help technical personnel (and anyone else) improve their customer service and communication skills.

    A Solution for Poor Customer Service

    A Solution for Poor Customer Service

    This is a story with a simple solution for poor customer service. I like word puzzles. The New York Times puzzles are an ongoing distraction for me, whether it’s a crossword puzzle or their accursed spelling bee. There’s even one called Vertex, which is a mindless connect-the-dots puzzle. Their puzzles are well-designed and thought-provoking (except … A Solution for Poor Customer Service Read More »

    • 4 min
    Improving Emotional Intelligence for Great Relationships

    Improving Emotional Intelligence for Great Relationships

    In a breakout session on improving emotional intelligence at IT Nation Explore, an attendee commented, “You say to avoid saying things like, ‘You make me so happy’ or ‘you make me so angry’ because it gives power to the other person. Yet, you also say to be assertive and tell the other person that their … Improving Emotional Intelligence for Great Relationships Read More »

    • 5 min
    Prime Time Management

    Prime Time Management

    The 4 Quadrants of Urgency and Importance How is your time management? Are you spending your time on activities that are important or are you wasting your time on activities that don’t matter? Author Stephen Covey’s urgency/importance four-quadrant time management model is a powerful tool you can use to prioritize how you spend your time. … Prime Time Management Read More »

    • 3 min
    Technicians Checklist for Customer Support

    Technicians Checklist for Customer Support

    This technicians checklist is for anyone who responds to service tickets and requests. It’s also for anyone who deals with end-users, other customers, and coworkers. When preparing to respond to a support ticket or service request, even an informal one, be sure to go through the following checklist. IT Customer Service is More Than Just … Technicians Checklist for Customer Support Read More »

    • 2 min
    When Clients Bypass Customer Support Systems

    When Clients Bypass Customer Support Systems

    Bypassing Customer Support Systems We build customer support systems to take excellent care of our customers, but some clients just want to go around them. Does this sound familiar? Terry, an owner of a mid-sized MSP wrote: “I’m wondering if you have anything on voicemail, specifically an outbound voicemail message on the owner’s mobile or … When Clients Bypass Customer Support Systems Read More »

    • 4 min
    How to Handle an Angry or Abusive Customer

    How to Handle an Angry or Abusive Customer

    For most of us, dealing with an angry or abusive customer is upsetting, even nerve-wracking. Still, sometimes it happens. When you know how to handle an angry customer, you can turn situations around, save relationships, and keep your stress levels under control. Here are five critical success factors in dealing with difficult customers (or anybody … How to Handle an Angry or Abusive Customer Read More »

    • 3 min

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