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let's talk about Bridgerton tea, my ask is open
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official daine visual archive
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he wasn't even looking at me and he found me
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@doncrawley
How to Apologize When IT Gets It Wrong
How Not to Apologize Have you ever noticed that some corporate apologies donāt actually apologize for anything? I especially notice this with airlines when there are problems with a flight. āWe apologize for any inconvenience.ā āWe regret that some customers experienced service interruptions.ā āYour feedback is important to us.ā They all sound polished. They all sound professional. And theyā¦
There is nothing wrong with not knowing the answer. There's a lot wrong with faking it, especially with a customer or an end-user. Learn alternatives that work in this article.
Have you ever been Dunning-Krugerized? Don't feel bad. It happens to us all. That's when you think you have more knowledge than you actually do. Here's what to do about it.
Learn the right non-technical questions to ask a tech job candidate.
Learn how you can avoid wasted work and get important work done in this sample lesson from https://CompassionateGeek.com.
This is a sample lesson from my new course Master Time Management for IT Professionals. This one is about five time-management myths that keep you from doing important work.
Time and Task Management Training for IT People
Time management training for todayās IT workplace: This practical time management training course helps IT professionals reduce chaos, handle interruptions, prioritize effectively, and protect focused work time. Learn proven strategies for managing tickets, messaging systems, task lists, and daily workloads while improving productivity, customer service, teamwork, and communication. Designed forā¦
What's the difference between basic and advanced IT customer service? Why should you care? Learn the answers from the author of The Compassionate Geek, Don Crawley.
The Importance of Customer Service Certifications for IT Professionals
TLDR: Certification is Important for IT Careers ā¢ Certifications help IT professionals fill knowledge gaps and strengthen troubleshooting skills. ā¢ Customer service certifications improve communication, empathy, and professionalism with end-users. ā¢ Technical skills alone arenāt enough. The best IT pros combine competence with people skills. ā¢ Certifications paired with real-world experienceā¦
Great IT customer service requires more than technical expertise. In this article, learn how customer-centric IT departments and MSPs build trust, improve communication, strengthen customer relationships, and become easier to work with during stressful technical situations.
AI is transforming IT support and changing how technicians, engineers, and MSPs serve customers. In this post , author Don Crawley explains why competence, compassion, empathy, listening skills, and treating others with dignity and respect matter even more in the age of AI.
How to Train Technicians and Engineers on People Skills: Three Critical Success Factors
Nick was the CEO of a manufacturing company in Lenexa, Kansas. I sat next to him on a flight out of Kansas City. As often happens, we talked about what we do for a living. āI work with IT people on people skills,ā I said. Nick jumped in, āYou canāt teach people skills. Someoneās either got āem, or they donāt!āĀ This happens so often. I hear IT managers, CIOs, and MSP owners say they hire forā¦
The 30-Minute Surprise That Built Loyalty: Customer Service for MSPs
How a Lost Necklace Won a Customer My friend Deb wasnāt trying to get her money back. She bought a necklace from Solstice Designs, a small jewelry shop in Seattleās Pike Place Market. Less than 24 hours later, the clasp broke, and the necklace was gone. Frustrating? Absolutely. But she didnāt fire off an angry message demanding a refund. She simply emailed the store to let them know the claspā¦
I Asked for Help. I Got a Menu. Hereās whatās wrong with customer service today.
When are snap judgments good and when can they be a problem?
The Three Most Important Rules for Giving Feedback to Technical People
Robert was a network administrator. He was competent on server software including Windows, Linux, and UNIX. He held Cisco certifications. His networks were fast and reliable. His people skills, however, were lacking. For example, if you asked Robert a question that he thought was stupid, heād squint at you, cock his head like a dog, and go back to what he was doing without saying a word. You canā¦
What End Users Actually Want From IT Support (It May Not Be What You Think)
What do end-users actually want from IT support? Consider this. Jan was the administrative assistant to the general manager. When I answered her call, it was clear that she was frustrated. Her computer had bluescreened right in the middle of a big project for her boss. Actually, she was more than frustrated, frantic would be a better word! She needed her system working immediately, and she wasā¦