The Compassionate Geek by Don R Crawley

The Compassionate Geek by Don R Crawley

Newly expanded edition. A real-world, plain-language how-to guide for delivering amazing customer service to customers and end-users.

Now in its third edition, The Compassionate Geek is the definitive guide for delivering amazing customer service to customers and end-users. Filled with practical tips, best practices and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Each chapter contains a reflection and discussion section to help improve customer service skills. Inside are lots of personal stories and examples of mistakes made and lessons learned in addition to an entire chapter on overcoming personal and professional obstacles. All of the information is presented in a straightforward style that can be understood and used right away. There's nothing foo-foo, just down-to-earth tips and technical support best practices learned from years of working with technical staff and demanding customers and end-users.

Here's what you'll find:

• The four intrinsic qualities of great customer service providers
• Customer service tips on how to say no without alienating your customer or end user
• Best practices for communicating with email, including examples
• Best practices for communicating using chat and texting
• Ten tips for being a good listener
• Two practical ways to keep your emotions in check using emotional intelligence (eq) techniques
• A six-step flow chart for handling customer and end user calls
• Customer service skills to use when the customer or end user is wrong
• How to work with the different generations in the workplace
• Motivational stories of human triumph with reflection and discussion questions
• Techniques for overcoming personal and professional obstacles

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 technical support best practices learned from years of working with technical staff and demanding customers and end users.

Crawley, Don R.: - Don Crawley is an author, keynote speaker, and corporate trainer. He works with organizations who want their IT and other technical staff to master people skills including customer service and communication. He has written and published eight books for IT pros on subjects ranging from Linux servers and Cisco firewalls to compassion and customer service. The National Speakers Association awarded Don the CSP (Certified Speaking Professional) credential. The CSP designation requires an independent audit of his presentation skills, customer satisfaction, financial performance, and ethics. It is held by fewer than 12% of speakers worldwide. In 2017, Don became only the second person to be awarded the Max Dixon Award for Eloquence in Public Speaking by the National Speakers Association Northwest Chapter. Toastmasters, International has awarded Don the DTM (Distinguished Toastmaster) award for excellence in public speaking. Don has more than four decades experience working with workplace technology and automation and holds multiple technical certifications, including Linux+ and IPv6 Silver Engineer. In the past, he has held MCP, MCT, MCSE, and CCNA Security certifications. To learn more about Don, visit his website at www.doncrawley.com. Don has spoken before audiences in all 50 states and Canada, plus Great Britain, Scotland, Ireland, Australia, India, and the Sultanate of Oman. He serves on the Technical Advisory Committee for South Seattle College and Everett Community College and is on the Board of Directors of NSA Northwest. In his spare time, he plays the pipe organ, watches the ships on Puget Sound, and laughs with his family.

SKU	Non disponible
ISBN 13	9780983660736
ISBN 10	0983660735
Titre	The Compassionate Geek
Auteur	Don R Crawley
État	Non disponible
Type de reliure	Paperback
Éditeur	soundtraining.net
Année de publication	2013-10-15
Nombre de pages	224
Note de couverture	La photo du livre est présentée à titre d'illustration uniquement. La reliure, la couverture ou l'édition réelle peuvent varier.
Note	Non disponible