Don Crawley, Author.

Although in IT jobs, many of us frequently are on the receiving end of complaints, sometimes we’re the ones who need to complain. Perhaps there’s a problem with a server or some networking gear or perhaps there’s a problem with a co-worker. Regardless, there are right ways and wrong ways to complain. Here are some important […]

Complain Effectively Without Being a Jerk

Don Crawley, Author.

The use of empathy is a common theme throughout much of my writing and speaking. Our ability to empathize with our brothers and sisters of the human race allows us to connect with one another, to see the world through the other person’s eyes, and to try to understand their experience. Of course, it’s not […]

Empathy for a Frustrated Customer or End User, Even When You Can’t Relate

Don Crawley, Author.

Customer and end user complaints are a fact of life if you work on the help desk. They’re not limited, however, just to the help desk. All of us in IT at one time or another have to deal with complaints. Perhaps the complaints are from an end user or a customer, maybe they’re from […]

How to Handle Customer Complaints in Three Practical Phases

Don Crawley, Author.

Technical Skills Come First In any skilled field, whether it be information systems and technology, medicine, law, airplane maintenance, or any other skilled field, technical, professional, or otherwise, you simply must have technical skills in order to do the job. We certainly wouldn’t want a surgeon with limited ability performing surgeries nor would we want […]

Tech Skills or Customer Service Skills: Which is More Important? (Includes Video)

Don Crawley, Author.

Most people are reasonable most of the time. Occasionally, however, even reasonable people have meltdowns. Sometimes, unfortunately, you may also have to deal with someone who is a jerk. Regardless, it’s not easy to deal with an irate customer or end-user and still provide good customer service. After a recent speech, an audience member approached […]

How to Deal with an Irate Customer or End User

Don Crawley, Author.

In June of this year, I was privileged to be the keynote speaker at Automation Nation, an amazing IT conference produced by LabTech Software. After my speech, Aaron Huff of Ergos, a managed services firm in Houston, Texas, approached me to tell me how his company had successfully implemented the same concepts I write and […]

How Compassionate Customer Service Can Improve Customer Satisfaction

Don Crawley, Author.

I frequently receive calls and emails from potential clients who say something like this, “Our IT staff is filled with highly intelligent, very talented individuals who are great at solving technical problems, but they don’t understand that we’re a business.” Then, they’ll talk about how great the IT staff is with the technical aspects of […]

The Importance of the Business Mindset in IT Customer Service

Don Crawley, Author.

I called customer service at a large company. The phone was answered by a friendly woman who seemed helpful. While she was waiting for some information to appear on her screen, she started making small talk. Then, it happened. She started talking about her recent medical procedures. That’s bad enough, and to make things worse, she went […]

The Problem with Over-Sharing with Customers (TMI)

Don Crawley, Author.

We all know people who like to tease. Perhaps they tease about someone’s clothing, hairstyle, or choice of music. Maybe they toss seemingly harmless insults about a person’s work or the way they organize their desk. Perhaps they insult a person’s home state or country. Often, such digs and insults are said “in good fun”. […]

The Problem with Micro Digs and Insults in Teamwork

Don Crawley, Author.

Emotional intelligence training can help you make better decisions about how to deal with people problems at work. Have you ever wanted to tell your boss what you really think? Most of us, maybe all of us, have felt that way at one time or another. Some of us have even wanted to include a […]

Emotional Intelligence Training to Help Your Relationships at Work (Includes Video)