خدمة العملاء | Don Crawley, Author of The Compassionate Geek

Don Crawley, Author of The Compassionate Geek

Don Crawley, Author of The Compassionate Geek

CIOs, MSPs, and IT managers all face unique challenges in today’s ever-changing IT environment. Equip your team with the skills necessary to succeed with Compassionate Geek’s specialized IT customer service training. Visit https://CompassionateGeek.com.. Be sure to subscribe to this channel: https://www.youtube.com/user/doncrawley?sub_confirmation1.

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  1. 1 | Seven Ways to Improve Your Empathy 00:03:26
  2. 2 | Four Magical Customer Service Phrases (What to Say in Nearly Any Situation) 00:03:30
  3. 3 | Five Critical Customer Service Mistakes: Customer Service Training Video 00:04:48
  4. 4 | Six Ways to Show Respect to Other People: Customer Service Training Videos 00:03:54
  5. 5 | What to Do When You Don't Know the Answer to a Customer Question: IT Customer Service Training Video 00:03:04
  6. 6 | 5 Levels of Listening (How to Be a Better Listener): Customer Service Training 101 00:03:01
  7. 7 | How to Deal with an Angry Customer or End-User: Customer Service Training 101 00:01:57
  8. 8 | How to Say No Without Alienating Your Customer: Customer Service Training Videos 00:03:38
  9. 9 | How to Use Emotional Intelligence to Improve Customer Service: Customer Service Training 101 00:02:09
  10. 10 | How to Troubleshoot Nearly Anything: Customer Service Training Videos 00:04:45
  11. 11 | The 5 Principles of IT Customer Service 00:07:36
  12. 12 | Why Customer Service Matters for IT Professionals: Customer Service Training 101 00:03:31
  13. 13 | How to Manage Client Expectations 00:06:03
  14. 14 | The Transforming Power of Gratitude: Customer Service Training 101 00:02:05
  15. 15 | It's Okay to Make Mistakes (Thanks to Grace): Customer Service Training 101 00:02:01
  16. 16 | Three Tips for Anger Management: Customer Service Training 101 00:02:51
  17. 17 | 7 Ways to Become More Compassionate: Customer Service Training 101 00:04:46
  18. 18 | Arrogant vs Confident: Why Arrogance is Bad for Your Career 00:03:53
  19. 19 | IT Career Advice: Customer Service Training Videos 00:04:47
  20. 20 | End Users and Customers are People First: Customer Service Training Video 00:03:58
  21. 21 | Reputation Management: The Power of One 00:02:59
  22. 22 | Gratitude: How to Be More Grateful 00:03:32
  23. 23 | Four Simple Life-Changing Books Every IT Person Should Read 00:03:53
  24. 24 | How to be Authentic in Your Authenticity: Customer Service Training Video 00:06:13
  25. 25 | How to Stay Motivated When You Don't Like Your Job 00:05:58
  26. 26 | The Single Most Important Customer Service Skill for Help Desk (and other IT) Staffers 00:04:34
  27. 27 | The Five Most Critical Skills for a Successful IT Career: Customer Service Training 00:05:23
  28. 28 | Learn customer service and communication skills for IT staff. 00:00:55
  29. 29 | Emotional Intelligence for IT Pros: Interview with George A. Harris, PhD 00:33:30
  30. 30 | How to Change Customer Perception of Service: Customer Service Training 00:04:03
  31. 31 | Stress Management for IT Professionals: Customer Service Training 00:05:44
  32. 32 | Five Keys to Success as a Compassionate Geek: Customer Service Training 00:03:00
  33. 33 | 8 Ways to Show You Care: Customer Service Training 00:03:32
  34. 34 | IT's Role Within an Organization: Customer Service Training 00:03:39
  35. 35 | Understanding the Business in Addition to the Technology: Customer Service Training 101 00:03:40
  36. 36 | Terms of Non Endearment and Breaking the Rules: Customer Service Training 00:04:33
  37. 37 | Three Roadblocks to Success: Customer Service Training 00:04:57
  38. 38 | Overcoming Obstacles: Customer Service Training 101 00:05:06
  39. 39 | A Simple Act of Kindness Today 00:01:59
  40. 40 | How to Handle Other People's Emotions When You Just Can't Relate: Customer Service Training 101 00:03:09
  41. 41 | The Four Critical Stakeholders in IT Customer Service: IT Customer Service Training 101 00:02:49
  42. 42 | What is Emotional Labor: Customer Service Training 101 00:03:13
  43. 43 | How to Avoid Death-by-Watercooler: Customer Service Training 101 00:03:14
  44. 44 | 3 Important Points to Remember in IT Customer Service 00:04:20
  45. 45 | How to Handle IT Customer Service Calls 00:05:33
  46. 46 | How to Use Emotional Intelligence at Work: IT Customer Service Training 101 00:06:52
  47. 47 | The Problem with Over-Sharing with Customers (TMI) 00:03:16
  48. 48 | The Importance of the Business Mindset in IT Customer Service 00:03:26
  49. 49 | Compassionate Customer Service at Work in Managed Services 00:08:40
  50. 50 | How to Deal with an Irate Customer or End User 00:04:09
  51. 51 | Don Crawley: Are Tech Skills or Customer Service Skills More Important? 00:03:44
  52. 52 | Don Crawley: How to Handle Complaints in 3 Practical Phases 00:03:15
  53. 53 | Don Crawley: Listening as a Critical Part of IT Customer Service 00:02:59
  54. 54 | Don Crawley: The Three Ps of IT Customer Service 00:02:47
  55. 55 | Don Crawley: How Much Technical Competence is Enough? 00:04:34
  56. 56 | IT Careers: How to Start and Build Your IT Career 00:03:49
  57. 57 | How to Manage Teams: Technical Manager Skills 00:18:25
  58. 58 | Condescension Karma: IT Customer Service Training 00:03:03
  59. 59 | IT Customer Service Training: How to End a Call or Visit Gracefully 00:04:05
  60. 60 | IT Careers: What to do When Your Company Won't Provide Training 00:03:44
  61. 61 | Championship Performance Under Pressure: Interview with Maureen Manley 00:16:45
  62. 62 | 5 Critical Concepts for Successful IT Careers 00:05:07
  63. 63 | How to Turn Around a Failed Client Relationship: Customer Service Training 101 00:04:45
  64. 64 | The Six Steps in a Successful Tech Support Session: Customer Service Training 101 00:06:31
  65. 65 | Successful Communication Techniques for Technical People: Customer Service Training 101 00:22:45
  66. 66 | 10 Tips to Help You Keep Your Cool When Everyone Around You is Hot: Customer Service Training 101 00:05:49
  67. 67 | Two Contrasting Approaches to IT Customer Service: Customer Service Training 101 00:03:18
  68. 68 | How Painting in Broad Strokes Can Undermine Good Decisions 00:03:14
  69. 69 | The Importance of Assessing Customer Competence: Customer Service Training 101 00:03:21
  70. 70 | How to Choose the Best Communication Method: Customer Service Training 101 00:04:15
  71. 71 | How a Receptionist at One Company Torpedoed Job Applicants at Another Company 00:03:02
  72. 72 | 5 Ways to Handle a Chatty Customer: Customer Service Training 101 00:04:56
  73. 73 | Why It Is Important To Be Proud And Show Your Pride To Your Customers 00:04:11
  74. 74 | 11 Tips for Dealing with Authority Figures: Customer Service Training 101 00:06:25
  75. 75 | The Danger of No Communication: Customer Service Training 101 00:04:58
  76. 76 | Why You Must Market Your Value as an IT Pro: Customer Service Training 101 00:03:53
  77. 77 | How to Say "No" to a Customer Without Being a Jerk 00:03:32
  78. 78 | Workplace Culture and Your Personal Style: Customer Service Training 101 00:03:25
  79. 79 | Impressions Matter in Customer Service: Customer Service Training 101 00:05:08
  80. 80 | The Power of Appreciation: Customer Service Training 101 00:03:25
  81. 81 | Communicate or Die!: Customer Service Training 101 00:03:00
  82. 82 | Why You Must Never Discuss Other Customers in Front of a Customer: Customer Service Training 101 00:02:38
  83. 83 | Simple Steps to Being Even Better Than You Already Are: Customer Service Training 101 00:04:19
  84. 84 | The Importance of Following Up on Hall Conferences: Customer Service Training 101 00:02:35
  85. 85 | The Dangers of Jargon: Customer Service Training 101 00:03:23
  86. 86 | 5 Keys to Effective Conflict Resolution: Customer Service Training 101 00:04:08
  87. 87 | The Real Problem with Customer Service: Customer Service Training 101 00:02:28
  88. 88 | Positive Choices When Choices Are Limited: Customer Service Training 101 00:01:58
  89. 89 | Answer the Customer's Question!: Customer Service Training 101 00:02:18
  90. 90 | How to Handle a Customer Support Chat Session: Customer Service Training 101 00:02:05
  91. 91 | A Hierarchy of IT Needs: Customer Service Training 101 00:04:11
  92. 92 | Transforming Relationships with a Thank You: Customer Service Training 101 00:03:17
  93. 93 | Never Assume a Level of Knowledge: Customer Service Training 101 00:02:31
  94. 94 | Judging Books (and People) by Their Covers: Customer Service Training 101 00:03:23
  95. 95 | When Customer Focus Includes Sharing Information: Customer Service Training 101 00:03:51
  96. 96 | Trying to Understand Intent: Customer Service Training 101 00:03:03
  97. 97 | Amazing Your Customers Every Day of the Year: Customer Service Training 101 00:02:47
  98. 98 | What is Your Implicit SLA: Customer Service Training 101 00:03:15
  99. 99 | Correction or Humiliation: Customer Service Training 101 00:03:02
  100. 100 | Making Small and Positive Differences in Another Person's Life: Customer Service Training 101 00:03:28
  101. 101 | How to Help a Struggling Team Member: Customer Service Training 101 00:04:39
  102. 102 | How to Know How Much They Know: Customer Service Training 101 00:02:56
  103. 103 | When Management Makes Changes You Don't Like: Customer Service Training 101 00:04:06
  104. 104 | Confirm Resolution Before Closing a Ticket: Customer Service Training 101 00:02:59
  105. 105 | Two Rules on Grammar: Customer Service Training 101 00:03:18
  106. 106 | The DLL Stress Management Tool for IT Pros: Customer Service Training 101 00:03:50
  107. 107 | Self-Improvement: Honing Your Skills: Customer Service Training 101 00:03:43
  108. 108 | Understanding True Intent of End Users and Other Customers: Customer Service Training 101 00:03:05
  109. 109 | The Principle of Empathy: Customer Service Training 101 00:03:19
  110. 110 | How to Successfully Manage High-Performing Tech Employees: Customer Service Training 101 00:05:40
  111. 111 | How to Retain High-Performing Tech Employees: Customer Service Training 101 00:04:40
  112. 112 | How to Build and Lead Successful IT Teams: Customer Service Training 101 00:04:31
  113. 113 | Listen First, Then Talk: Customer Service Training 101 00:03:01
  114. 114 | Don't Argue with Customers: Customer Service Training 101 00:03:49
  115. 115 | The Importance of Manager Visits: Customer Service Training 101 00:03:20
  116. 116 | How to Understand and Use Communication Models: Customer Service Training 101 00:03:45
  117. 117 | Top 10 Ways to be a Great Listener: Customer Service Training 101 00:06:39
  118. 118 | How to Manage the Battle Between Sales and Service: Customer Service Training 101 00:04:30
  119. 119 | A Well-Oiled Machine: Customer Service Training 101 00:03:47
  120. 120 | 8 Ways to Show You Care: Customer Service Training 101 00:03:49
  121. 121 | Why Things Go Wrong with Customers: Customer Service Training 101 00:05:32
  122. 122 | Six Ways to be Sincere: Customer Service Training 101 00:02:38
  123. 123 | Missing Appointments and Not Being Prepared: Customer Service Training 101 00:03:40
  124. 124 | How to be More Patient with End-Users: Customer Service Training 101 00:04:30
  125. 125 | The Problem with "Not My Problem": Customer Service Training 101 00:03:35
  126. 126 | The Life-Changing Power of Sincere Gratitude: Customer Service Training 101 00:03:23
  127. 127 | How to Be a Better Listener (Three Types of Listening): Customer Service Training 101 00:04:10
  128. 128 | What Compassionate Customer Service is NOT: Customer Service Training 101 00:04:01
  129. 129 | Stress Management Techniques When the Whole World is Upside Down 00:11:07
  130. 130 | How to Handle Customers That Bypass the Helpdesk: Customer Service Training 101 00:04:54
  131. 131 | Technician's Checklist for Customer Support: Customer Service Training 101 00:03:10
  132. 132 | What Emotional Intelligence Is: How to Build Great Relationships 00:06:08
  133. 133 | How to Answer the Phone in IT Customer Service 00:03:02
  134. 134 | Customer Service Training for Employees in IT: 3 Key Takeaways 00:04:05
  135. 135 | 10 Customer Service Training Best Practices 00:06:57
  136. 136 | The Importance of Empathy in Customer Service Training 00:04:30
  137. 137 | Customer Service Training Tips: Becoming a Better Listener 00:03:49
  138. 138 | The Difference Between Customer Experience and Customer Service in IT 00:04:28
  139. 139 | 3 of the Toughest Customer Service Skills to Master 00:06:13
  140. 140 | Ideas for IT Customer Service Training on Competence 00:04:49
  141. 141 | 10 Ways to Be a Better Listener: Good Listeners: Customer Service Training 00:02:36
  142. 142 | How to Teach Compassion in IT Customer Service Training Programs 00:05:48
  143. 143 | Five Empathy Improvement Techniques in an IT Customer Service Course 00:04:49
  144. 144 | Good Active Listening in IT Customer Service 00:03:08
  145. 145 | Respect in IT Customer Service 00:03:37
  146. 146 | Choosing the Right Communication Model in IT Customer Service 00:04:55
  147. 147 | Customer Service Skills: 7 Ways to Improve Your Empathy 00:05:39
  148. 148 | 6 Steps in a Successful Tech Support Session from the Customer Service Pros 00:05:35
  149. 149 | 9 Inspiring Customer Service Training Ideas for Your IT Team 00:07:28
  150. 150 | IT Customer Service 101: How to Deliver Bad News 00:03:22
  151. 151 | Customer Service Training Tips: How to Communicate Successfully Using Email 00:04:31
  152. 152 | 5 Reasons to Invest in Online Customer Service Training 00:04:00
  153. 153 | Customer Service 101: How to Deal with an Angry Customer or End-User 00:06:57
  154. 154 | IT Customer Service Training: How to Purchase Training Seats 00:01:57
  155. 155 | 5 Levels of Listening on a Customer Service Call 00:04:27
  156. 156 | 10 Ways to Be a Better Listener from the IT Customer Service Pros 00:06:10
  157. 157 | Five Critical IT Customer Service Mistakes 00:06:05
  158. 158 | Four Magical IT Customer Service Phrases 00:04:05
  159. 159 | Customer Service 101: How to Deliver Client Satisfaction 00:04:42
  160. 160 | IT Customer Service Skills: What to Do When You Don’t Know the Answer to a Customer Question 00:03:35
  161. 161 | 20 Customer Service Training Tips for IT Professionals 00:06:14
  162. 162 | 5 Must Haves in An IT Customer Service Training Program 00:04:54
  163. 163 | Customer Service Training Tips: How to Show Your Customers Respect 00:06:42
  164. 164 | Key Customer Service Skills Conflict and Resolution 00:04:46
  165. 165 | Key Customer Service Skills - When and How to Apologize 00:05:40
  166. 166 | IT Customer Service Training Tips How to Deliver Client Satisfaction 00:05:04
  167. 167 | How to Manage Your Own Emotions: Customer Service Training 101 00:05:14
  168. 168 | Problem Solving Skills: Troubleshooting for IT Professionals 00:06:33
  169. 169 | Customer Service Training Tips: Dealing with Difficult People 00:07:15
  170. 170 | What is Your Customer Effort Score--Making it Frictionless for Your Customers 00:07:15
  171. 171 | Is it a Customer Service Problem or a Leadership Problem? 00:05:23
  172. 172 | IT Customer Service Skills: What Customers Want 00:06:53
  173. 173 | Customer Service Tips: How to Say No to a Customer Request 00:04:11
  174. 174 | How to Fire a Customer Compassionately 00:04:55
  175. 175 | Best Practices for Providing Virtual IT Customer Support 00:04:03
  176. 176 | Lack of Professionalism in the Workplace: Language Choices to Enhance Communication 00:04:57
  177. 177 | Online Customer Service Training What Does it Mean to Be a Friendly Professional 00:05:03
  178. 178 | How to Reduce a Backlog of Tickets: IT Problem Solving Skills 00:05:18
  179. 179 | What Effective Customer Service Training Programs Should Include 00:04:48
  180. 180 | Effectively Respond to Customers’ Complaints with Technical Support 00:03:35
  181. 181 | How Neurodivergent People Can Succeed in Customer Service and Technical Support 00:35:05
  182. 182 | Why Emotional Intelligence Matters in the Workplace 00:04:00
  183. 183 | Emotional Intelligence Training Activities for Your IT Team 00:06:12
  184. 184 | Is Customer Service Important? The Long and Short Game of Customer Service 00:02:53
  185. 185 | Emotional Intelligence Training Improves IT Workplace Dynamics 00:04:11
  186. 186 | How CIOs Benefit From Reskilling IT Teams in Customer Service 00:04:42
  187. 187 | The Best Communication Models for IT Customer Service 00:04:58
  188. 188 | Top EI Skills All Technology Professionals Need 00:04:02
  189. 189 | Characteristics of Customer Service Providers (Excerpt from IT Nation Connect 2022 Presentation) 00:05:31
  190. 190 | Why CIOs Should Have Customer Service Training For Employees 00:04:38
  191. 191 | The Most Important Customer Relations Skills For IT Professionals 00:04:46
  192. 192 | What Is Interpersonal Communication and Why Is It Important To IT Customer Service? 00:04:21
  193. 193 | 5 Steps to Improve Your IT Team's Interpersonal Communication Skills 00:05:49
  194. 194 | How to Deal with Someone Who Doesn't Respect Boundaries: 3 Tips for IT Pros 00:00:48
  195. 195 | Emotional Intelligence How to Improve Yours 00:01:00
  196. 196 | Best Practices Customer Service for IT Professionals 00:00:55
  197. 197 | Strengthening Professionalism in the Workplace 00:04:00
  198. 198 | Elements of Verbal and Nonverbal Communication: Examples for IT Professionals 00:05:34
  199. 199 | Why Listening is a Key Skill for IT Customer Service Teams 00:03:36
  200. 200 | Customer Service Heroes and Villains: Customer Service Training 101 00:01:55
  201. 201 | What Teamwork Is and How to Do It Right 00:00:58
  202. 202 | How to Deal with Difficult Computer Users 00:01:00
  203. 203 | Why CIOs Should Evaluate Written Skills When Hiring IT Pros 00:04:52
  204. 204 | 5 Characteristics of Professional Excellence in IT Customer Service 00:04:00
  205. 205 | How to Deal with An Angry Customer for IT Professionals 00:01:00
  206. 206 | How to Improve Your Emotional Intelligence as a Leader 00:00:58
  207. 207 | How to Apologize for a Mistake at Work - Tips for IT Pros 00:01:00
  208. 208 | Important Leadership Skills for IT Managers and Supervisors 00:01:00
  209. 209 | How to Show Respect: Tips for IT Pros 00:01:00
  210. 210 | What to Do When Someone Talks Over You 00:01:00
  211. 211 | How to Improve Interpersonal Skills 00:01:00
  212. 212 | How to Say No At Work 00:01:00
  213. 213 | CIOs, IT Managers, and IT Pros: How Do You Make Sure Your Customers and Coworkers Know You Care? 00:01:00
  214. 214 | Critical Customer Service Mistakes for IT Pros to Avoid 00:01:00
  215. 215 | How to be a Better Listener: The Ultimate Guide 00:06:16
  216. 216 | Overcoming Shyness for IT Professionals 00:01:00
  217. 217 | How to Set Customer Expectations 00:01:00
  218. 218 | Examples of Informational Listening: Customer Service Tips for IT Pros 00:01:00
  219. 219 | Customer Retention Strategies for MSPs 00:01:00
  220. 220 | How to Be Assertive at Work for IT Pros 00:01:00
  221. 221 | 3 Secrets of Powerful Time Management for CIOs, IT Managers, and IT Pros 00:00:57
  222. 222 | 5 Conflict Resolution Styles IT Professionals Need to Succeed 00:09:01
  223. 223 | How to Deal with Difficult People for IT Pros 00:01:00
  224. 224 | How to Deal with Passive Aggressiveness 00:00:58
  225. 225 | 20231004 What is Interpersonal Communication and Why It’s Important to IT Customer Service 00:01:11
  226. 226 | How to Handle an Upset Customer 00:02:18
  227. 227 | The 5 Principles of IT Customer Service Success 00:01:42
  228. 228 | Saying Thank You: US Thanksgiving Day Message 00:00:28
  229. 229 | What is Professionalism in the Workplace? 00:01:00
  230. 230 | 5 Levels of Listening During an IT Customer Service Call 00:00:58
  231. 231 | How to Handle a Tech Support Call in Six Stages 00:00:52
  232. 232 | Seasons Greetings and Best Wishes for 2024 00:00:58
  233. 233 | Customer Service Skills for Tech People 00:01:00
  234. 234 | How to Be More Compassionate (for CIOs, IT Managers, and IT Pros) 00:01:00
  235. 235 | Best Practices for Elevating the MSP Customer Experience #customerservice #helpdesk #msp 00:01:00
  236. 236 | 3 Simple Ways for IT Pros to Get Better CSAT Scores 00:01:54
  237. 237 | Collecting Customer Service Feedback: Tools for CIOs, IT managers, and MSP Owners 00:02:41
  238. 238 | Five Essential Customer Service Skills You and Your I.T. Employees Need to Learn 00:03:03
  239. 239 | Would You Want to Be Your Own Customer? 00:02:46
  240. 240 | Communication Preferences: Slack and Email and Chat, Oh My! 00:03:41
  241. 241 | How to Create a Positive Workplace Culture 00:02:36
  242. 242 | Unlocking Success: 5 Must Haves Customers Seek in an IT Service Provider 00:03:06
  243. 243 | Dude, Don't Call Me Dude: Terms of Non Endearment 00:04:20
  244. 244 | Unleash Your Influence: Persuasion Tricks For CIOs, It Managers, And MSP Owners 00:03:27
  245. 245 | Customer Service and Interpersonal Skills When it's Not Your Problem 00:02:25
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    Youtube

    29-07-2024
    IT Customer Service

    Like it or not, today's IT professional has to be part technologist and part psychologist. We are charged with delivering creative solutions for our end-users, sometimes in spite of the challenges of office politics, big egos, small budgets, technophobes, and generally impossible demands. In these videos, based on my book "The Compassionate Geek: Mastering Customer Service for IT Professionals", I share some ideas to help you delight your end-users and deal effectively with the stress of the job. Good luck and enjoy the journey!