resident ‘Geek’ Don R. Crawley has co-written a new book, called ‘The Compassionate Geek: Mastering Customer Service for IT Professionals,’ aimed at helping IT professionals learn all-important customer service skills.
Crawley is quite accomplished as an author, speaker, musician and actor. He also is president/chief technologist of IT training firm soundtraining.net, has spoken before audiences in all 50 states, plus Canada, the U.K. and Australia, has appeared in numerous local films and plays (most recently in Burien Little Theatre’s production of ‘Unfound Fossils’), is an ensemble cast member in Seattle Theatre Readers, and plays the pipe organ at Southminster Presbyterian Church in Des Moines.
“In his spare time, he laughs with his family, howls with his dogs, and watches the ships on Puget Sound from his home in Normandy Park,” reads his bio.
He also wrote the ‘Accidental Administrator’ series of books for IT pros, and adds this about his ‘Geek’ role:
As a longtime IT author and trainer, I get phone calls and emails every week from C-level execs, business owners, and HR managers who are frustrated with their IT staff. They tell me that their IT staff members are technically competent, but lack the necessary customer service skills to help end-users with their jobs. That’s why my co-author Paul Senness and I wrote ‘The Compassionate Geek: Mastering Customer Service for I.T. Professionals.’ In this short (164 pages) book, you’ll find:
- The four intrinsic qualities of great customer service providers
- How to use emotional intelligence skills to deliver great tech support
- How to say “no” without alienating the end-user
- How to listen so you understand
- Ways to maintain your calm and manage job stress
Here are some links to info on Don:
- Don’s business website: www.soundtraining.net
- The Compassionate Geek book page on Amazon: http://amzn.com/145371278X
- Don’s Amazon author’s page: http://amazon.doncrawley.com
[EDITOR’S NOTE: We love to profile authors, artists, filmmakers, musicians, ‘geeks’ and other talented local folk, so if you know someone who lives in the general area you think is worthy of a story, please email us!]