The Compassionate Geek: Mastering Customer Service for IT Professionals - Softcover

Crawley, Don R.; Senness, Paul R.

Softcover

ISBN 10: 0983660700 ISBN 13: 9780983660705

Publisher: soundtraining net, 2013

Synopsis

Note: There is a newer version of this book available. Please look up ISBN 978-0983660736.

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 IT pros and end-users.

About this title

From the Author

This book was born out of the training classes I've presented for I.T. professionals.  I was approached by a state agency to develop customer service training for their help desk staff.  They were interested in customer service training presented from the perspective of a technologist, rather than a mainstream customer service trainer.  I contacted my friend Paul Senness to help write the training workshop, because of his extensive experience in business training in general and specifically in customer service training.  As often happens, what began as a simple project soon took on a life of its own.  I listed the workshop on my website and have since presented it for organizations as diverse as Facebook, the Discover Card, SUNY Cobleskill, LogMeIn, various government agencies, and many other organizations, small and large.  We've included input from students, plus research we've done in the area of customer service.  We intentionally kept the book short, realizing that I.T. people are among the most overworked and under-appreciated of any group.  We can't help on the overworked aspect of the job, but this book can help you become more appreciated!

From the Back Cover

Finally, a customer service book written especially for today's overworked I.T. staff! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Learn how to speak to the different generations at work, how to use emotional intelligence to manage your own emotions and influence the emotions of others, how to say "no" without alienating the end-user, what to do when the customer (user) is wrong, how to cope with the stress of the job, and more! Here's what you'll find:

• The four intrinsic qualities of great service providers
• Two practical ways to keep your emotions in check
• A flow chart for handling user calls
• What to do when the user is wrong
  

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.

Edition details

• Publisher: soundtraining net
• Publication date: 2013
• ISBN 10: 0983660700
• ISBN 13: 9780983660705
• Binding: Paperback
• Language: English
• Number of pages: 164