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The Compassionate Geek

Don R. Crawley

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The Compassionate Geek

The Compassionate Geek

Don R. Crawley

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Followers
0
Plays
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About Us

Helping IT pros and other technical staff master the art of customer service and communication

Latest Episodes

A Solution for Poor Customer Service

This is a story with a simple solution for poor customer service. I like word puzzles. The New York Times puzzles are an ongoing distraction for me, whether it’s a crossword puzzle or their accursed spelling bee. There’s even one called Vertex, which is a mindless connect-the-dots puzzle. Their puzzles are well-designed and thought-provoking (except … A Solution for Poor Customer Service Read More »

4 minJUL 9
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A Solution for Poor Customer Service

How to Improve Your Emotional Intelligence for Great Relationships

In a breakout session on how to improve your emotional intelligence at IT Nation Explore, an attendee commented, “You say to avoid saying things like, ‘You make me so happy’ or ‘you make me so angry’ because it gives power to the other person. Yet, you also say to be assertive and tell the other … How to Improve Your Emotional Intelligence for Great Relationships Read More »

5 minJUL 1
Comments
How to Improve Your Emotional Intelligence for Great Relationships

Prime Time Management

The 4 Quadrants of Urgency and Importance How is your time management? Are you spending your time on activities that are important or are you wasting your time on activities that don’t matter? Author Stephen Covey’s urgency/importance four-quadrant time management model is a powerful tool you can use to prioritize how you spend your time. … Prime Time Management Read More »

3 minJUN 26
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Prime Time Management

Technicians Checklist for Customer Support

This technicians checklist is for anyone who responds to service tickets and requests. It’s also for anyone who deals with end-users, other customers, and coworkers. When preparing to respond to a support ticket or service request, even an informal one, be sure to go through the following checklist. IT Customer Service is More Than Just … Technicians Checklist for Customer Support Read More »

2 minJUN 10
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Technicians Checklist for Customer Support

When Clients Bypass Customer Support Systems

Bypassing Customer Support Systems We build customer support systems to take excellent care of our customers, but some clients just want to go around them. Does this sound familiar? Terry, an owner of a mid-sized MSP wrote: “I’m wondering if you have anything on voicemail, specifically an outbound voicemail message on the owner’s mobile or … When Clients Bypass Customer Support Systems Read More »

--MAY 28
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When Clients Bypass Customer Support Systems

How to Handle an Angry or Abusive Customer

For most of us, dealing with an angry or abusive customer is upsetting, even nerve-wracking. Still, sometimes it happens. When you know how to handle an angry customer, you can turn situations around, save relationships, and keep your stress levels under control. Here are five critical success factors in dealing with difficult customers (or anybody … How to Handle an Angry or Abusive Customer Read More »

3 minMAY 14
Comments
How to Handle an Angry or Abusive Customer

How to Deal with Inappropriate Behavior

Two years ago, I had to deal with inappropriate behavior toward me by a colleague in my professional association. I found the experience demeaning, disrespectful, and confusing. It still weighs heavily on my mind. I did nothing to encourage the bad behavior by the other person, but it left me wanting to avoid attending meetings … How to Deal with Inappropriate Behavior Read More »

6 minAPR 30
Comments
How to Deal with Inappropriate Behavior

Inspiration and Perseverance in a Time of COVID

Are you bombarded with promotions for webinars telling you how to deal with these crazy times? Yeah, me too. I could use some inspiration, so today, I’m taking a different approach with the Compassionate Geek blog and podcast. I’m offering uplifting stories about people, both ordinary and extraordinary, and their resilience in the face of … Inspiration and Perseverance in a Time of COVID Read More »

3 minAPR 18
Comments
Inspiration and Perseverance in a Time of COVID

Your Life Matters and Relationships Matter

UPDATE ON RELATIONSHIPS: I just learned that my friend Reggie Watkins died of COVID-19 and that my friend Ray Benson is terribly sick with this awful virus. That news makes this week’s blog post more timely than ever. Please, read on… My friend Roger is 87. He’s in great shape, both mentally and physically. Before … Your Life Matters and Relationships Matter Read More »

3 minAPR 2
Comments
Your Life Matters and Relationships Matter

Coping with Stress When the Whole World is Upside Down

Stress, when untreated, can kill you. That’s why it’s important to learn techniques for coping with stress. Stress can cause heart attacks, strokes, a compromised immune system, diabetes, and obesity. It can cause headaches, fatigue, sleep problems, anxiety, irritability, and anger. It can undermine relationships (personal and professional), and it can bring on depression. Many … Coping with Stress When the Whole World is Upside Down Read More »

10 minMAR 19
Comments
Coping with Stress When the Whole World is Upside Down

Latest Episodes

A Solution for Poor Customer Service

This is a story with a simple solution for poor customer service. I like word puzzles. The New York Times puzzles are an ongoing distraction for me, whether it’s a crossword puzzle or their accursed spelling bee. There’s even one called Vertex, which is a mindless connect-the-dots puzzle. Their puzzles are well-designed and thought-provoking (except … A Solution for Poor Customer Service Read More »

4 minJUL 9
Comments
A Solution for Poor Customer Service

How to Improve Your Emotional Intelligence for Great Relationships

In a breakout session on how to improve your emotional intelligence at IT Nation Explore, an attendee commented, “You say to avoid saying things like, ‘You make me so happy’ or ‘you make me so angry’ because it gives power to the other person. Yet, you also say to be assertive and tell the other … How to Improve Your Emotional Intelligence for Great Relationships Read More »

5 minJUL 1
Comments
How to Improve Your Emotional Intelligence for Great Relationships

Prime Time Management

The 4 Quadrants of Urgency and Importance How is your time management? Are you spending your time on activities that are important or are you wasting your time on activities that don’t matter? Author Stephen Covey’s urgency/importance four-quadrant time management model is a powerful tool you can use to prioritize how you spend your time. … Prime Time Management Read More »

3 minJUN 26
Comments
Prime Time Management

Technicians Checklist for Customer Support

This technicians checklist is for anyone who responds to service tickets and requests. It’s also for anyone who deals with end-users, other customers, and coworkers. When preparing to respond to a support ticket or service request, even an informal one, be sure to go through the following checklist. IT Customer Service is More Than Just … Technicians Checklist for Customer Support Read More »

2 minJUN 10
Comments
Technicians Checklist for Customer Support

When Clients Bypass Customer Support Systems

Bypassing Customer Support Systems We build customer support systems to take excellent care of our customers, but some clients just want to go around them. Does this sound familiar? Terry, an owner of a mid-sized MSP wrote: “I’m wondering if you have anything on voicemail, specifically an outbound voicemail message on the owner’s mobile or … When Clients Bypass Customer Support Systems Read More »

--MAY 28
Comments
When Clients Bypass Customer Support Systems

How to Handle an Angry or Abusive Customer

For most of us, dealing with an angry or abusive customer is upsetting, even nerve-wracking. Still, sometimes it happens. When you know how to handle an angry customer, you can turn situations around, save relationships, and keep your stress levels under control. Here are five critical success factors in dealing with difficult customers (or anybody … How to Handle an Angry or Abusive Customer Read More »

3 minMAY 14
Comments
How to Handle an Angry or Abusive Customer

How to Deal with Inappropriate Behavior

Two years ago, I had to deal with inappropriate behavior toward me by a colleague in my professional association. I found the experience demeaning, disrespectful, and confusing. It still weighs heavily on my mind. I did nothing to encourage the bad behavior by the other person, but it left me wanting to avoid attending meetings … How to Deal with Inappropriate Behavior Read More »

6 minAPR 30
Comments
How to Deal with Inappropriate Behavior

Inspiration and Perseverance in a Time of COVID

Are you bombarded with promotions for webinars telling you how to deal with these crazy times? Yeah, me too. I could use some inspiration, so today, I’m taking a different approach with the Compassionate Geek blog and podcast. I’m offering uplifting stories about people, both ordinary and extraordinary, and their resilience in the face of … Inspiration and Perseverance in a Time of COVID Read More »

3 minAPR 18
Comments
Inspiration and Perseverance in a Time of COVID

Your Life Matters and Relationships Matter

UPDATE ON RELATIONSHIPS: I just learned that my friend Reggie Watkins died of COVID-19 and that my friend Ray Benson is terribly sick with this awful virus. That news makes this week’s blog post more timely than ever. Please, read on… My friend Roger is 87. He’s in great shape, both mentally and physically. Before … Your Life Matters and Relationships Matter Read More »

3 minAPR 2
Comments
Your Life Matters and Relationships Matter

Coping with Stress When the Whole World is Upside Down

Stress, when untreated, can kill you. That’s why it’s important to learn techniques for coping with stress. Stress can cause heart attacks, strokes, a compromised immune system, diabetes, and obesity. It can cause headaches, fatigue, sleep problems, anxiety, irritability, and anger. It can undermine relationships (personal and professional), and it can bring on depression. Many … Coping with Stress When the Whole World is Upside Down Read More »

10 minMAR 19
Comments
Coping with Stress When the Whole World is Upside Down
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