Title: The Compassionate Geek: How Engineers, IT Pros, and Other Tech Specialists Can Master Human Relations Skills to Deliver Outstanding Customer Service
Publisher: soundtraining.net
Publication Date: 2013
Language: English
ISBN 10: 0983660735
ISBN 13: 9780983660736
Binding: Soft cover
Edition: 3rd Edition
Condition: New

About this title

Synopsis

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 providers
Customer service tips on how to say no without alienating your customer or end user
Best practices for communicating with email, including examples
Best practices for communicating using chat and texting
Ten tips for being a good listener
Two practical ways to keep your emotions in check using emotional intelligence (eq) techniques
A six-step flow chart for handling customer and end user calls
Customer service skills to use when the customer or end user is wrong
How to work with the different generations in the workplace
Motivational stories of human triumph with reflection and discussion questions
Techniques 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 “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.

About the Author

Don R. Crawley, Linux+ and IPv6 Silver Engineer, is a lifetime geek and speaker and author of eight books ranging in subject from Cisco to Linux to compassionate communication. His focus is on helping IT and other technical staff to master the arts of customer service and communication. He is also President/Chief Technologist of the Seattle-based IT training company, soundtraining.net. He has more than four decades experience working with workplace technology and automation and holds multiple technical certifications. In addition to being a best-selling author, he has spoken before audiences in all 50 states and Canada, plus the United Kingdom, India, Oman, and Australia. In his spare time, he plays the pipe organ, watches the ships on Puget Sound, and laughs with his family.

"About this title" may belong to another edition of this title.

Store Description

Sharing is the best surprise When we share our excess with others we�re often surprised by what we feel, what changes in us, and who we get to know in the process. Sharehouse Goods exists to create that experience for as many people as possible. Sharehouse Goods receives excess stuff from individuals or organizations (our sharers), and then we liquidate that stuff, creating jobs for people in Milwaukee. The process is simple: we receive what people are willing to share, and then we sell it online or at our storefront, creating revenue for the sharers (to keep or to donate), and jobs for people who are struggling to find employment. There�s a lot of sharing going on, and even more surprises, at Sharehouse Goods.

Visit Seller's Storefront

Seller's business information

Sharehousegoods
WI, U.S.A.

Sale & Shipping Terms

Terms of Sale

We guarantee the condition of every book as it's described
on the Abebooks web sites. If you're dissatisfied with your
purchase (Incorrect Book/Not as Described/Damaged) or if the
order hasn't arrived, you're eligible for a refund within 30
days of the estimated delivery date. If you've changed your
mind about a book that you've ordered, please use the Ask
bookseller a question link to contact us and we'll respond
within 2 business days.

Right of cancellation

Shipping Terms

Shipping costs are based on books weighing 2.2 LB, or 1 KG. If your book order is heavy or oversized, we may contact you to let you know extra shipping is required.

Shipping rates within U.S.A.

Shipping rates within U.S.A.
Order quantity	5 to 14 business days	3 to 6 business days
First item	� 2.99	� 5.98

Delivery times are set by sellers and vary by carrier and location. Orders passing through Customs may face delays and buyers are responsible for any associated duties or fees. Sellers may contact you regarding additional charges to cover any increased costs to ship your items.