by soundtraining 413 views
http://www.soundtraining.net/customer-service-training-101 Careers in I.T./I.S. are often thought of as technical careers. While a thorough knowledge and understanding of the technical aspects of the job is required, there's another aspect that is easy to overlook. Nearly as important in IT education as tech skills is mastering customer service in IT. Good skills in IT service support translate to career success for today's IT professional. Learning how to provide great customer service in IT can make the difference in job evaluations and career advancement. In this IT course video, IT customer service expert and author Don R. Crawley makes the case for learning how to service customer support as well as technical services.
by Don R. Crawley 410 views
http://www.doncrawley.com IT author and speaker Don R. Crawley explains why customer service matters to IT professionals. Excerpted from his breakout session at the 2012 Cascadia IT Conference in Seattle, WA.
by Don R. Crawley 628 views
http://www.doncrawley.com In this IT customer service tutorial video, IT customer service expert and author Don R. Crawley explains the four all-star traits of customer service masters. Based on his work as a customer service trainer for IT staffs in Fortune 100 companies, education, and government, this video covers the four "must-have" traits for success in a customer service career. Appropriate for beginners and veterans alike, watch this video to learn the four qualities you need to be great at customer service. (Hint: The people who don't think they need this information are usually the ones who need it the most!)
by Don R. Crawley 398 views
http://www.doncrawley.com In this IT customer service tutorial video, IT customer service expert and author Don R. Crawley explains the fundamentals of emotional intelligence. Anyone who deals with customers or end-users occasionally encounters emotionally-charged situations. The skilled tech support person knows how to manage such situations to effect a positive outcome for all parties. In this customer service training video, Don shows how you can use emotional intelligence techniques to recognize emotions, manage your own emotions, and influence the emotions of other people.
by Don R. Crawley 251 views
http://www.doncrawley.com In this IT customer service tutorial video, author and speaker Don R. Crawley talks about the life-changing power of gratitude. Learn how you can develop a personal sense of gratitude to not only improve your customer service skills, but to better every aspect of your life from business relationships to personal relationships including marriage and family life. Learn how the expression of gratitude can bring you inner peace and an abiding sense of calm.
by Don R. Crawley 200 views
http://www.doncrawley.com In this customer service training tutorial, IT author and speaker Don R. Crawley describes 10 tips to help you be a better listener. When dealing with customer service issues or IT help desk issues, being a good listener is key to your success. Based on the book "The Compassionate Geek", these 10 practical tips for being a better listener will help you with customers, end-users, family members, and friends.
by Don R. Crawley 215 views
http://www.doncrawley.com In this IT customer service tutorial, author/speaker Don R. Crawley explains the five levels of listening, including tips for achieving the highest level of listening. For IT help desk staff or any IT professional or customer service rep, understanding these five levels of listening will make the difference between delivering poor service or outstanding customer service and end-user support.
by Don R. Crawley 74 views
http://www.doncrawley.com Making mistakes is part of the human experience and mistakes are part of growth and self-improvement. In this short video, IT customer service expert and author Don R. Crawley suggests that our resolve is what moves us forward, our humanness is what causes us to backslide, and grace is what reminds us that we are worthy and loved.
This is a recording of a webinar I did for Trainsignal in April of 2012. It covers many of the points from my full-length seminar.9
by TrainSignal 970 views
Don Crawley is President of an IT training firm, holds several certifications, and has authored five books including, "The Compassionate Geek: Mastering Customer Service for IT Professionals."
In this recorded webinar, you'll learn how to deliver great end-user support by knowing how to combine technical aspects of the job with an empathetic ear.
Learn 3 quick tips for dealing with an angry customer or end-user.10
by Don R. Crawley 111 views
http://www.doncrawley.com Learn 3 quick tips to help you diffuse anger, maintain calm, and manage an emotionally-charged confrontation. In this customer service tutorial, IT author/speaker Don R. Crawley shares three ways to deal with an angry customer or end-user. Dealing with difficult people is a fact of life, especially for customer service reps or IT help desk staff members. In this customer service training video, you'll learn three ways to help manage the situation to produce a positive outcome for yourself, your customer or end-user, and your organization.