The Compassionate Geek
A Business podcast
The Compassionate Geek
Episodes
Episodes of The Compassionate Geek
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Don Crawley, Author.Attention! (and Bad Customer Service)Word of the Week: Attention The word of the week is attention. As in, pay attention to what your customer is saying and doing. That’s part of the difference between good and bad custom
Don Crawley, Author.How to Show RespectWord of the Week: Respect The word of the week this week is respect. Respect comes in two forms. Probably, the most common way of thinking about respect is in how you feel about another person, based on
Don Crawley, Author.“Shoulding” All Over Yourself and Misguided Self-Help MythsWord of the Week: Should The word of the week is should, a popular topic in self-help circles. That probably seems a little odd, but here’s why it’s the word of t
Don Crawley, Author.How to Be a Powerful Uplifting Presence: A Positive Point of ViewWe’re changing the format and the name of the Compassionate Geek blog starting with this post. You can think of the new format as a weekly motivational trip
Don Crawley, Author.A Solution for Poor Customer ServiceThis 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 t
Don Crawley, Author.How to Improve Your Emotional Intelligence for Great RelationshipsIn 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
Don Crawley, Author.Prime Time ManagementThe 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
Don Crawley, Author.Technician’s Checklist for Customer SupportThis technician’s checklist is for anyone in customer support who responds to service tickets and requests. It’s also for anyone who deals with end-users, other customers, and co
Don Crawley, Author.When Clients Bypass Customer Support SystemsWe build customer support systems to take excellent care of our customers, but some clients just want to go around them. Does this sound familiar? Bypassing Customer Support Sys
Don Crawley, Author.How to Handle an Angry Customer (Includes Video)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
Don Crawley, Author.How to Deal with Inappropriate Behavior (Includes Video)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, an
Don Crawley, Author.Inspiration and Perseverance in a Time of COVIDAre 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 ap
Don Crawley, Author.Your Life Matters and Relationships MatterUPDATE 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 w
Don Crawley, Author.How to Cope with the Stress When the Whole World is Upside DownStress, when untreated, can kill you. That’s why it’s important to learn how to cope with the stress. Stress can cause heart attacks, strokes, a compromised i
Don Crawley, Author.Caring for Customers Like Amazon DoesPeople have strong opinions about Amazon. Regardless of how you feel about Amazon, they are focused on caring for customers. You may have heard the quote about Amazon, “We aim to be Ea
Don Crawley, Author.What is an Active Listener: The Fine Art of Listening WellWhat is an active listener? In short, an active listener is engaged with the speaker. They ask relevant quetions, the avoid passing judgment until the speaker is f
Don Crawley, Author.How to Manage Your Own EmotionsEmotional Intelligence can make the difference between having a successful career in IT and struggling in your career. Successfully managing emotions can also make the difference between hav
Don Crawley, Author.IT Customer Experience Like a Michelin-Starred RestaurantI’d heard about Le Violon d’Ingres, a Michelin-starred restaurant near the Eiffel Tower in Paris, France. One of my foodie friends described his meal there as the b
Don Crawley, Author.What Compassionate Customer Service is NOTIn a recent corporate training session, I spoke with the group about compassionate customer service. Cindy sat on the front row. She was friendly and professional with me, but sho
Don Crawley, Author.How to Be a Better Listener Video (Three Types of Listening)One of the most common reasons companies ask me to speak to their teams is to teach them how to be a better listener. In order to help team members improve their
Don Crawley, Author.How to Practice Gratitude: The Life-Changing Power of Sincere GratitudeThe United States’ holiday Thanksgiving is coming up shortly. It’s a day when we express our thanks for the gifts we’ve been given, spend time with ou
Don Crawley, Author.One of the Most Important Customer Service Mistakes to Avoid (Includes Video)My client was frustrated with team members who were brusque with end-users. These particular team members didn’t support paying customers, they
Don Crawley, Author.What it Means to be Patient with End-Users (Includes Video)When we ask about the important characteristics of customer service providers, IT or otherwise, one of the most common answers is patience. People who are receivi
Don Crawley, Author.Career Roadblocks On Your Way to SuccessNote: This blog post on career roadblocks is a transcript of an excerpt from my keynote speech How to be a Compassionate Geek. As we talk about the five principles, are there some r
Don Crawley, Author.How to Lose a Customer in 10 Minutes (Includes Video)Here’s how to lose a customer quickly! Hint: It’s about bad decisions by the customer service rep and business owner. It’s easy to avoid! I recently changed health insu
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