The Compassionate Geek: How Engineers, IT Pros, and Other Tech Specialists Can Master Human Relations Skills to Deliver Outstanding Customer S

by Don R. Crawley

Book Overview

A real-world, plain-language how-to guide for delivering amazing customer service to customers and end-users.

Now in its third edition, The Compassionate Geek is the definitive guide for delivering amazing customer service to customers and end-users. Filled with practical tips, best practices and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Each chapter contains a reflection and discussion section to help improve customer service skills. Inside are lots of personal stories and examples of mistakes made and lessons learned in addition to an entire chapter on overcoming personal and professional obstacles. All of the information is presented in a straightforward style that can be understood and used right away. There's nothing frou-frou, just down-to-earth tips and technical support best practices learned from years of working with technical staff and demanding customers and end-users.

Here's what you'll find:

The four intrinsic qualities of great customer service providersCustomer service tips on how to say no without alienating your customer or end userBest practices for communicating with email, including examplesBest practices for communicating using chat and textingTen tips for being a good listenerTwo practical ways to keep your emotions in check using emotional intelligence (eq) techniquesA six-step flow chart for handling customer and end user callsCustomer service skills to use when the customer or end user is wrongHow to work with the different generations in the workplaceMotivational stories of human triumph with reflection and discussion questionsTechniques for overcoming personal and professional obstacles

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 technical support best practices learned from years of working with technical staff and demanding customers and end users.

• Format: Paperback
• Language: English
• ISBN: 0983660735
• ISBN13: 9780983660736
• Release Date: October 2013
• Publisher: Crawley International, Inc.
• Length: 224 Pages
• Weight: 0.79 lbs.
• Dimensions: 0.5" x 6.0" x 9.0"