The 5 Principles of IT Customer Service Success

by Don R Crawley

Overview

Don R. Crawley's book The 5 Principles of IT Customer Service offers a new and refreshing approach to IT customer service. Instead of prescribing rigid scripts and protocols, The 5 Principles of IT Customer Service shows the reader how to live a more compassionate and empathetic life as a pathway to delivering exceptional customer service. Ignoring the dictates of most customer service books, The 5 Principles of IT Customer Service focuses instead on the timeless principles of pride in your work combined with compassion and empathy for our customers and colleagues, excellent listening skills, and an ability to treat all people with dignity and respect. It gives the reader credit for being able to think for her or himself without being burdened by phony sounding scripts or rigid protocols. In The 5 Principles of IT Customer Service, the reader learns how to become an intrinsically more caring person, better equipped to understand the frustrations of an end user or customer struggling with a computer or software problem.

In The 5 Principles of IT Customer Service, you'll learn:

1. The importance of technical competence and how to achieve it
2. How compassionate people know the right words to say in tough situations
3. The power of empathy to defuse emotionally charged situations
4. The top 10 ways to be a better listener
5. The critical difference between feeling respect and showing respect and dignity

The 5 Principles of IT Customer Service manifests the author's firmly rooted belief in the basic goodness of all people and the ability of all people to grow, adapt, and achieve excellence in every aspect of their lives.

Product Details

ISBN-13:	9780983660774
Publisher:	Crawley International, Inc.
Publication date:	09/11/2016
Pages:	108
Product dimensions:	5.00(w) x 8.00(h) x 0.22(d)

About the Author

Don Crawley is an author, keynote speaker, and corporate trainer. He works with organizations who want their IT and other technical staff to master people skills including customer service and communication. He has written and published eight books for IT pros on subjects ranging from Linux servers and Cisco firewalls to compassion and customer service. The National Speakers Association awarded Don the CSP (Certified Speaking Professional) credential. The CSP designation requires an independent audit of his presentation skills, customer satisfaction, financial performance, and ethics. It is held by fewer than 12% of speakers worldwide. In 2017, Don became only the second person to be awarded the Max Dixon Award for Eloquence in Public Speaking by the National Speakers Association Northwest Chapter. Toastmasters, International has awarded Don the DTM (Distinguished Toastmaster) award for excellence in public speaking. Don has more than four decades experience working with workplace technology and automation and holds multiple technical certifications, including Linux+ and IPv6 Silver Engineer. In the past, he has held MCP, MCT, MCSE, and CCNA Security certifications. To learn more about Don, visit his website at www.doncrawley.com. Don has spoken before audiences in all 50 states and Canada, plus Great Britain, Scotland, Ireland, Australia, India, and the Sultanate of Oman. He serves on the Technical Advisory Committee for South Seattle College and Everett Community College and is on the Board of Directors of NSA Northwest. In his spare time, he plays the pipe organ, watches the ships on Puget Sound, and laughs with his family.

Table of Contents

Chapter 1: An Introduction to Service

• Introducing The 5 Principles of IT Customer Service Success

Chapter 2: The Principle of Competence

• What Defines Deep Technical Competence?
• How Much Technical Competence is Required?
• The Necessary Level of Technical Competence Also Depends on the Individual
• Our Actions Reveal The Truth of Our Desires
• What Should You Take Away From This Chapter?

Chapter 3: The Principle of Compassion

• Express Gratitude
• Look for Commonality Instead of Differences
• Look for Ways to Help
• Practice Being Kind
• Slow Down

Chapter 4: The Principle of Empathy

• Imagine How You Would Feel
• Listen
• Allow Human-to-Human Connection
• Use Empathetic Language
• Don’t Be Judgmental
• Practice Curiosity About Others
• Challenge Your Own Prejudices
• Look for Commonalities
• Lose the Labels

Chapter 5: The Principle of Listening

• Ignoring
• Pretend Listening
• Attentive Listening

Chapter 6: The Principle of Respect

• Eight Ways to Show Respect for Others
• Each of Us Represents All of Us

Chapter 7: Implementing the 5 Principles

• Morning Goal Setting
• Evening Accountability

Chapter 8: Living The 5 Principles

• A Life of Integrity
• A Life of Interest
• A Life of Intentionality

Chapter 9: Sharing The 5 Principles

Seven Essays on IT Customer Service

• Essay 1: How to Handle Complaints in 3 Practical Phases
• Essay 2: How to Deal With an Irate Customer or End User
• Essay 3: The Importance of the Business Mindset in IT Careers
• Essay 4: The Problem With Oversharing With Customers (TMI)
• Essay 5: How to Answer the Phone in IT Customer Service
• Essay 6: What to Do If Your Company Won’t Provide Training
• Essay 7: Five Critical Concepts for Successful IT Careers