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The Compassionate Geek: Mastering Customer Service for I.T. Professionals Paperback – May 2, 2011
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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
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
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
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!