The Compassionate Geek
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The Compassionate Geek
Helping IT pros and other technical staff master the art of customer service and communication
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Attention! (and Bad Customer Service)
Don Crawley, Author.
Attention! (and Bad Customer Service)
Word of the Week: Attention The word of the week is attention. As in, p...
How to Show Respect
Don Crawley, Author.
How to Show Respect
Word of the Week: Respect The word of the week this week is respect. Respect comes in two...
“Shoulding” All Over Yourself and Misguided Self-Help Myths
Don Crawley, Author.
“Shoulding” All Over Yourself and Misguided Self-Help Myths
Word of the Week: Should The word of the week is...
How to Be a Powerful Uplifting Presence: A Positive Point of View
Don Crawley, Author.
How to Be a Powerful Uplifting Presence: A Positive Point of View
We’re changing the format and the name of t...
A Solution for Poor Customer Service
Don Crawley, Author.
A Solution for Poor Customer Service
This is a story with a simple solution for poor customer service. I like...
How to Improve Your Emotional Intelligence for Great Relationships
Don Crawley, Author.
How to Improve Your Emotional Intelligence for Great Relationships
In a breakout session on how to improve yo...
Prime Time Management
Don Crawley, Author.
Prime Time Management
The 4 Quadrants of Urgency and Importance How is your time management? Are you spending...
Technician’s Checklist for Customer Support
Don Crawley, Author.
Technician’s Checklist for Customer Support
This technician’s checklist is for anyone in customer support who...
When Clients Bypass Customer Support Systems
Don Crawley, Author.
When Clients Bypass Customer Support Systems
We build customer support systems to take excellent care of our...
How to Handle an Angry Customer (Includes Video)
Don Crawley, Author.
How to Handle an Angry Customer (Includes Video)
For most of us, dealing with an angry or abusive customer is...
How to Deal with Inappropriate Behavior (Includes Video)
Don Crawley, Author.
How to Deal with Inappropriate Behavior (Includes Video)
Two years ago, I had to deal with inappropriate beha...
Inspiration and Perseverance in a Time of COVID
Don Crawley, Author.
Inspiration and Perseverance in a Time of COVID
Are you bombarded with promotions for webinars telling you ho...
Your Life Matters and Relationships Matter
Don Crawley, Author.
Your Life Matters and Relationships Matter
UPDATE ON RELATIONSHIPS: I just learned that my friend Reggie Watk...
How to Cope with the Stress When the Whole World is Upside Down
Don Crawley, Author.
How to Cope with the Stress When the Whole World is Upside Down
Stress, when untreated, can kill you. That’s...
Caring for Customers Like Amazon Does
Don Crawley, Author.
Caring for Customers Like Amazon Does
People have strong opinions about Amazon. Regardless of how you feel ab...
What is an Active Listener: The Fine Art of Listening Well
Don Crawley, Author.
What is an Active Listener: The Fine Art of Listening Well
What is an active listener? In short, an active li...
How to Manage Your Own Emotions
Don Crawley, Author.
How to Manage Your Own Emotions
Emotional Intelligence can make the difference between having a successful ca...
IT Customer Experience Like a Michelin-Starred Restaurant
Don Crawley, Author.
IT Customer Experience Like a Michelin-Starred Restaurant
I’d heard about Le Violon d’Ingres, a Michelin-star...
What Compassionate Customer Service is NOT
Don Crawley, Author.
What Compassionate Customer Service is NOT
In a recent corporate training session, I spoke with the group abo...
How to Be a Better Listener Video (Three Types of Listening)
Don Crawley, Author.
How to Be a Better Listener Video (Three Types of Listening)
One of the most common reasons companies ask me...
How to Practice Gratitude: The Life-Changing Power of Sincere Gratitude
Don Crawley, Author.
How to Practice Gratitude: The Life-Changing Power of Sincere Gratitude
The United States’ holiday Thanksgivi...
One of the Most Important Customer Service Mistakes to Avoid (Includes Video)
Don Crawley, Author.
One of the Most Important Customer Service Mistakes to Avoid (Includes Video)
My client was frustrated with t...
What it Means to be Patient with End-Users (Includes Video)
Don Crawley, Author.
What it Means to be Patient with End-Users (Includes Video)
When we ask about the important characteristics o...
Career Roadblocks On Your Way to Success
Don Crawley, Author.
Career Roadblocks On Your Way to Success
Note: This blog post on career roadblocks is a transcript of an exce...
How to Lose a Customer in 10 Minutes (Includes Video)
Don Crawley, Author.
How to Lose a Customer in 10 Minutes (Includes Video)
Here’s how to lose a customer quickly! Hint: It’s about...
Poor Customer Service Examples: Missing Appointments and Not Doing Your Homework (Includes Video)
Don Crawley, Author.
Poor Customer Service Examples: Missing Appointments and Not Doing Your Homework (Includes Video)
This is a s...
Six Ways to be Sincere (Includes Video)
Don Crawley, Author.
Six Ways to be Sincere (Includes Video)
A viewer on my YouTube channel recently asked how to be sincere. Good...
Customer Service Support: Why Things Go Wrong (Includes Video)
Don Crawley, Author.
Customer Service Support: Why Things Go Wrong (Includes Video)
Sometimes, when we’re working on customer serv...
Proactive Customer Service Examples (Includes Video)
Don Crawley, Author.
Proactive Customer Service Examples (Includes Video)
My wife Janet needed a new rearview mirror for her car....
Customer Care: 8 Ways to Show You Care (Includes Video)
Don Crawley, Author.
Customer Care: 8 Ways to Show You Care (Includes Video)
In IT customer service, sometimes we fix the technica...
Collaboration in Work (Includes Video)
Don Crawley, Author.
Collaboration in Work (Includes Video)
Do all the parts of your business work together like a well-oiled mach...
Service and Sales Conflict: Successful Management (Includes Video)
Don Crawley, Author.
Service and Sales Conflict: Successful Management (Includes Video)
Jared, the salesperson for a mid-sized MSP...
Never Argue with a Customer
Don Crawley, Author.
Never Argue with a Customer
Never argue with a customer. Here’s why. I walked into the luggage store with my...
The Benefits of Management by Walking Around
Don Crawley, Author.
The Benefits of Management by Walking Around
You can’t overstate the benefits of management by walking around...
The 5 Principles of IT Customer Service Success (Includes Video)
Don Crawley, Author.
The 5 Principles of IT Customer Service Success (Includes Video)
(The following is a transcript of a portion...
Competence Charisma IT Career Success Model
Don Crawley, Author.
Competence Charisma IT Career Success Model
I want to introduce you to the competence charisma model for IT c...
Communication Style: 3 Ways to Choose the Right One (Includes Video)
Don Crawley, Author.
Communication Style: 3 Ways to Choose the Right One (Includes Video)
Communication is the process of one pers...
How to Handle a Really Angry Person
Don Crawley, Author.
How to Handle a Really Angry Person
It happens every now and then. One of our customers gets really angry or...
IT Customer Service Fundamentals
Don Crawley, Author.
IT Customer Service Fundamentals
Kansas City Chiefs’ place kicker Harrison Butker made a perfect 39-yard fiel...
Listening to Customers
Don Crawley, Author.
Listening to Customers
Successful businesses know the importance of listening to customers. I’ve talked befor...