The Compassionate Geek: Mastering Customer Service for I.T. Professionals [Paperback]

Don R Crawley (Author), Paul R Senness (Author)

Book Description

Publication Date: May 5, 2011

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 I.T. pros and end-users.

Editorial Reviews

Review

Plenty of practical advice on delivering better help-desk service. But the reader will also find guidance on developing interpersonal skills that can help move a technology professional up in the ranks of the company. --PCWorld

The Compassionate Geek takes you into the world of customer service in a day and age where it is a dying art.  I..will keep this book with me...to reference in downtime to help with my customer service skills. --Platform Nation

Ideas are explained in plain English, even the psychology behind [them].  Even if you aren't in...customer support...we're all in the support business.  [It] does a great job of pointing out...simple things...to be a better person. --Game Vortex

A great read and not a lot of fluff as the book dives right into the human relation skills needed when dealing with end users on service requests. --Dale Rapp, CISSP

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, and various government agencies.  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! --This text refers to an alternate Paperback edition.

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Product Details

• Paperback: 166 pages
• Publisher: soundtraining.net (May 5, 2011)
• Language: English
• ISBN-10: 0983660700
• ISBN-13: 978-0983660705
• Product Dimensions: 9 x 5.9 x 0.4 inches
• Shipping Weight: 5.6 ounces (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
• Amazon Best Sellers Rank: #798,407 in Books (See Top 100 in Books)

More About the Author

Don R. Crawley is President/Chief Technologist of the Seattle-based I.T. training company, soundtraining.net. He has more than 35 years experience working with workplace technology and automation and holds multiple technical certifications including Linux+ and CCNA Security. In addition to being a best-selling author, he has spoken before audiences in all 50 states and Canada, plus the United Kingdom and Australia. In his spare time, he plays the pipe organ, watches the ships on Puget Sound, and laughs with his family.

Customer Reviews

Most Helpful Customer Reviews

5.0 out of 5 stars Positive steps in Mastering IT Desktop Support, August 20, 2011

By 

William K. Murray Jr. - See all my reviews
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This review is from: The Compassionate Geek: Mastering Customer Service for I.T. Professionals (Paperback)

I have read this book and recommend it to anyone who is supporting any user with IT based projects. The authors will give you real world experience in becoming more empathetic when working to resolve a trouble ticket. The exercises are for the individual or can be group based. This is something that each Help Desk should read.