The Compassionate Geek: Mastering Customer Service for IT Professionals

by Paul R Senness, Don R Crawley

Overview

Note: There is a newer version of this book available. Please look up ISBN 978-0983660736.

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 IT pros and end-users.

Product Details

ISBN-13:	9780983660705
Publisher:	Soundtraining Net
Publication date:	07/19/2013
Pages:	166
Product dimensions:	5.98(w) x 9.02(h) x 0.35(d)

About the Author

Don R. Crawley, Linux+ and IPv6 Silver Engineer invested his 35 years of workplace experience and 15 years as a technical trainer in The Compassionate Geek. Don is also the author of the Accidental Administrator series of technical books for IT pros. His unique perspective is that of both a tech-person and a successful business owner and manager. Paul R. Senness, MBA brings the experiences of a 24 year career as a Naval Aviator including Director of Operations at a major Naval Air Station, and 12 years as a consultant to his work today as a leading independent business writer, trainer and speaker. As co-author of this book, Paul now brings his unique perspectives to the IT community.