The Compassionate Geek: Mastering Customer Service for I.T. Professionals

by Don R. Crawley, Paul R. Senness

A real-world, plain-language how-to guide for delivering amazing customer service to end-users.
Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results.
Here's what you'll find:

Best practices for communicating with email, including examples
The four intrinsic qualities of great service providers
Best practices for communicating using chat and texting
Ten tips for being a good listener
Two practical ways to keep your emotions in check
A flow chart for handling user calls
What to do when the user is wrong
How to work with the different generations in the workplace

All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo", just down-to-earth tips and best practices learned from years of working with I.T. pros and end-users.

Genres: Nonfiction

134 pages, Kindle Edition

First published January 1, 2011

About the author

A public speaker, author of six books and former network admin with practical ideas to better serve end-users, customers, and everyone else.

Want more? Okay, he's a native of Columbia, Missouri who now lives in Seattle, a pipe-organist, pianist, convivialist, geek, dog-lover, seeker of wisdom, pontificator, husband, father, and grandfather.

Reviews

[bummybumkins · Rating 2 out of 5]

Some of it was insightful! Seems a bit outdated, would be great to read a more data-driven & performance-focused book or collection of articles. 🤓📲📊