The Compassionate Geek: Mastering Customer Service for IT Professionals

Note: There is a newer version of this book available.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.

Don R. Crawley, Linux+ and CCNA Security invested his 35 years of workplace experience and 15 years as a technical trainer in The Compassionate Geek. Don is also the author of the Accidental Administrator series of technical books for I.T. pros. His unique perspective is that of both a tech-person and a successful business owner and manager.

Paul R. Senness, MBA brings the experiences of a 24 year career as a Naval Aviator including Director of Operations at a major Naval Air Station, and 12 years as a consultant to his work today as a leading independent business writer, trainer and speaker. As co-author of this book, Paul now brings his unique perspectives to the I.T. community.