The Compassionate Geek: Mastering Customer Service for IT Professionals

Don R. Crawley

Published by soundtraining net, 2013
ISBN 10: 0983660700 / ISBN 13: 9780983660705
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Synopsis: There is a newer version of this book available. Look for The Compassionate Geek: How Engineers, IT Pros, and Other Tech Specialists Can Master Human Relations Skills to Deliver Outstanding Customer Service (ISBN 9780983660736) 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
The book includes links to free online videos that support and supplement the information presented in the book.

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.

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!

"About this title" may belong to another edition of this title.

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Title: The Compassionate Geek: Mastering Customer ...
Publisher: soundtraining net
Publication Date: 2013
Binding: Paperback
Book Condition: Used: Good

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Book Description soundtraining net, 2013. Paperback. Book Condition: Good. Item may show signs of shelf wear. Pages may include limited notes and highlighting. Includes supplemental or companion materials if applicable. Access codes may or may not work. Connecting readers since 1972. Customer service is our top priority. Bookseller Inventory # S_198806517

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Book Description Soundtraining.Net. Paperback. Book Condition: New. Paperback. 164 pages. Dimensions: 8.9in. x 5.9in. x 0.4in.There is a newer version of this book available. Look for The Compassionate Geek: How Engineers, IT Pros, andOther Tech Specialists Can Master Human Relations Skills to Deliver Outstanding Customer Service (ISBN9780983660736) 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. Heres what youll 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 The book includes links to free online videos that support and supplement the information presented in the book. All of the information is presented in a straightforward style that you can understand and use right away. Theres nothing foo-foo, just down-to-earth tips and best practices learned from years of working with I. T. pros and end-users. This item ships from multiple locations. Your book may arrive from Roseburg,OR, La Vergne,TN. Paperback. Bookseller Inventory # 9780983660705

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