The

Compassionate
Geek
Mastering
Customer Service for
I.T. Professionals

Based on
the book

soundtraining . net
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2011, Don R. Crawley, All rights reserved.

The Compassionate Geek: Mastering Customer Service for I.T. Professionals

01 Two Important Points

As members of an organization, our goal should be:

To achieve a positive outcome for the organization,

ourselves, our co-workers, and our customers.
Always be authentic.

During this presentation, Ill be sharing some very specific words and language for use
in dealing with other people. The words Im sharing are my words and the words of other writers.
Use these words and statements not as scripts, but as idea starters to help you create your own
language for dealing effectively with other people.

2011, Don R. Crawley, All rights reserved.

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don@soundtraining.net

The Compassionate Geek: Mastering Customer Service for I.T. Professionals

02 Interactive Exercise: Remembering the Good, the Bad, and the Awful
Heroes

Villains

2011, Don R. Crawley, All rights reserved.

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The Compassionate Geek: Mastering Customer Service for I.T. Professionals

03 What are The Benefits to You of Providing Outstanding

Customer Service?

1. __________________________________________________________________________________

2.

__________________________________________________________________________________

3.

__________________________________________________________________________________

4.

__________________________________________________________________________________

5.

__________________________________________________________________________________

04 The Four Star Traits of The Customer Service Masters

1. __________________________________________________________________________________

2.

__________________________________________________________________________________

3.

__________________________________________________________________________________

4.

__________________________________________________________________________________

2011, Don R. Crawley, All rights reserved.

soundtraining.net
(206) 988-5858
don@soundtraining.net

The Compassionate Geek: Mastering Customer Service for I.T. Professionals

05 How to Become More Compassionate

1. __________________________________________________________________________________

2.

__________________________________________________________________________________

3.

__________________________________________________________________________________

4.

__________________________________________________________________________________

5.

__________________________________________________________________________________

06 Empathetic Statements That Can Diffuse

Emotionally-charged Confrontations

1. __________________________________________________________________________________

2.

__________________________________________________________________________________

3.

__________________________________________________________________________________

4.

__________________________________________________________________________________

5.

__________________________________________________________________________________

2011, Don R. Crawley, All rights reserved.

soundtraining.net
(206) 988-5858
don@soundtraining.net

The Compassionate Geek: Mastering Customer Service for I.T. Professionals

07 How to Tell If Youre Respecting Someone or Treating That Person

With RespectThere Is an Important Difference

We teach our children that everyone is entitled to respect and dignity.

How pathetic it is when adults cannot abide such as basic lesson in humanity.
How unconscionable.
--David E. Kelley

To respect someone:

To treat someone with respect:

Its not necessary to respect someone to

treat him or her with respect.

2011, Don R. Crawley, All rights reserved.

soundtraining.net
(206) 988-5858
don@soundtraining.net

The Compassionate Geek: Mastering Customer Service for I.T. Professionals

08 Emotional Intelligence (Emotional Maturity)

Characteristics

1. __________________________________________________________________________________

2.

__________________________________________________________________________________

3.

__________________________________________________________________________________

2011, Don R. Crawley, All rights reserved.

soundtraining.net
(206) 988-5858
don@soundtraining.net

The Compassionate Geek: Mastering Customer Service for I.T. Professionals

09 Emotional Responses Interactive Exercise, Part 1

Think about how you have responded ineffectively in the past to these emotions in
others. Pick two items from the following list and write a brief (one or two sentences) description
of how you responded to them.
n Anger
n Hostility
n Sadness
n Jealousy
n Excitement
n Pride
n Nervousness
n Skepticism

2011, Don R. Crawley, All rights reserved.

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The Compassionate Geek: Mastering Customer Service for I.T. Professionals

10 Emotional Responses Interactive Exercise, Part 2

Now, thinking about the same incidents as in part one of this exercise, think about
whether your past responses were the best way to deal with those emotions in others. Write one
or two sentences to describe a better way to deal with people who are showing the emotions you
selected above.
n Anger
n Hostility
n Sadness
n Jealousy
n Excitement
n Pride
n Nervousness
n Skepticism

10

Human beings are amazingly adaptable and resilient.

We have tremendous learning powers. We can
make a commitment to change and actually do it!

2011, Don R. Crawley, All rights reserved.

soundtraining.net
(206) 988-5858
don@soundtraining.net

The Compassionate Geek: Mastering Customer Service for I.T. Professionals

11 Emotional Intelligence Personal Reflection Exercise

Below are the behavioral habits of emotional intelligence. As you read these,
rate yourself on each behavioral habit.

Always

Usually

Sometimes

Seldom

Almost Never

5 points

4 points

3 points

2 points

1 points

Behavioral Habit

1. In all circumstances I respect other people and their feelings.

2. I can easily identify my feelings.

3. I take responsibility for my own emotions.

4. I can maintain control of my emotions.

5. I find it easy to validate others feelings and values.

6. I am non-judgmental of other people and situations.

7. I dont apply labels to other people.

8. I do not try to manipulate, criticize, blame, or overpower others.

9. I constantly challenge my habitual responses, and I am

willing to try considered alternatives.

10. I live in the present, learn from experiences, and do not

carry negative feelings forward.

Score

Scoring:
44+ = High level of emotional maturity, awareness and control. You have a positive and inspiring impact on others.
38 - 43 = Higher than average level of emotional intelligence. Concentrate on self-awareness and control, and developing
increased empathy for others.
32 - 37 = You have a base line awareness of what emotional intelligence is. Be alert for opportunities to increase levels of
self-awareness and empathy toward others, and to refine responses.
31 or lower = Now that youre of aware of emotional intelligence, monitor your emotions and their impact on you and
others. Notice how your behavior impacts others and get feedback on how to modify behavior which has a negative effect.
Building Leadership Skills: Leading Teams Winter 2006-2007This exercise is based on material created by
Andrew Sanderbeck for the Infopeople Project [infopeople.org], supported by the U.S. Institute of Museum
and Library Services under the provisions of the Library Services and Technology Act, administered in California
by the State Librarian. Any use of this material should credit the author and funding source.

2011, Don R. Crawley, All rights reserved.

soundtraining.net
(206) 988-5858
don@soundtraining.net

11

The Compassionate Geek: Mastering Customer Service for I.T. Professionals

12 Two Emotional Intelligence Techniques That Help You Maintain

Your Calm Demeanor in The Face of Turbulence

Short-term solution:

Long-term solutions:

12

When were calm, we make better decisions.

Not only that, our calm demeanor has a calming
effect on those around us.

2011, Don R. Crawley, All rights reserved.

soundtraining.net
(206) 988-5858
don@soundtraining.net

The Compassionate Geek: Mastering Customer Service for I.T. Professionals

13 How to Be a Better Listener

1. __________________________________________________________________________________

2.

__________________________________________________________________________________

3.

__________________________________________________________________________________

4.

__________________________________________________________________________________

5.

__________________________________________________________________________________

Where is your focus?

2011, Don R. Crawley, All rights reserved.

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13

The Compassionate Geek: Mastering Customer Service for I.T. Professionals

14 Your Listening Skills

Part I: What do others think?
How do you think others would rank your listening skillson a scale of 1 to 5, with 1
being a terrible listener and 5 being a great listener?

Rating on a scale
of 1 to 5 (5 is best)
Yourself
Your customers (users)
Your boss
Your co-worker
Your closest friend (not spouse)
Your spouse or significant other
Total

Scoring:
5 or less = Isolation chamber
20 or greater = Great listener

14

2011, Don R. Crawley, All rights reserved.

soundtraining.net
(206) 988-5858
don@soundtraining.net

The Compassionate Geek: Mastering Customer Service for I.T. Professionals

15 Your Listening Skills

Part II: Self-Evaluation
Read the following list of poor listening habits. Mark each one according to how often
they apply to you.
F=Frequently

S=Sometimes

Rating

R=Rarely

I pretend Im paying attention when my mind is drifting off.

I cut people off or finish their sentences because I know what theyre
going to say.
When someone is speaking to me, I look around the room to see what
else is happening.
I shuffle papers on my desk or start doing some other task when
someone talks too long or too slowly.
When someone is speaking, I plan what I will say next.
When a person speaks too fast or uses words I dont understand, I let it
go and listen only for what I do understand.
When a person speaks too fast or uses words I dont understand,
I just pretend to understand.
Total
Any characteristic marked with a F or S is an area that could use improvement. Write down
ONE thing to do during the coming week to improve your listening skills:
_____________________________________________________________________________________________

_____________________________________________________________________________________________

2011, Don R. Crawley, All rights reserved.

soundtraining.net
(206) 988-5858
don@soundtraining.net

15

The Compassionate Geek: Mastering Customer Service for I.T. Professionals

16 Flow for Handling User Calls (or Visits)

1. __________________________________________________________________________________

2.

__________________________________________________________________________________

3.

__________________________________________________________________________________

4.

__________________________________________________________________________________

5.

__________________________________________________________________________________

6. __________________________________________________________________________________

16

2011, Don R. Crawley, All rights reserved.

soundtraining.net
(206) 988-5858
don@soundtraining.net

The Compassionate Geek: Mastering Customer Service for I.T. Professionals

17 How to Say No Without Alienating Your End-User

1. __________________________________________________________________________________

2.

__________________________________________________________________________________

3.

__________________________________________________________________________________

4.

__________________________________________________________________________________

5.

__________________________________________________________________________________

18 Communicating Through Email, Chat and Texting

1. __________________________________________________________________________________

2.

__________________________________________________________________________________

3.

__________________________________________________________________________________

4.

__________________________________________________________________________________

5.

__________________________________________________________________________________

2011, Don R. Crawley, All rights reserved.

soundtraining.net
(206) 988-5858
don@soundtraining.net

17

The Compassionate Geek: Mastering Customer Service for I.T. Professionals

19 Differences Between Good Stress and Bad Stress

Eustress (good stress)

Distress (bad stress)

18

2011, Don R. Crawley, All rights reserved.

soundtraining.net
(206) 988-5858
don@soundtraining.net

The Compassionate Geek: Mastering Customer Service for I.T. Professionals

20 Five Ways to Manage Your Stress

1. __________________________________________________________________________________

2.

__________________________________________________________________________________

3.

__________________________________________________________________________________

4.

__________________________________________________________________________________

5.

__________________________________________________________________________________

The Serenity Prayer

God grant me the serenity to accept the things I cannot change, the courage to
change the things I can, and the wisdom to know the difference.

19

2011, Don R. Crawley, All rights reserved.

soundtraining.net
(206) 988-5858
don@soundtraining.net

The Compassionate Geek: Mastering Customer Service for I.T. Professionals

21 Recognizing Your Stress Exercise

Source of Stress and Solution
1.

Source

Solution

2.

Source

Solution

3.

Source

Solution

4.

Source

Solution

5.

Source

Solution

20

Is it under
your control?

Highintensity,
Lowduration

Lowintensity,
Highduration

Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No

If it is under your control, what can you do about it to achieve a positive outcome? If it is not
under your control, your best course is to accept it and let it go.

2011, Don R. Crawley, All rights reserved.

soundtraining.net
(206) 988-5858
don@soundtraining.net

The Compassionate Geek: Mastering Customer Service for I.T. Professionals

The Compassionate Geek:

Mastering Customer Service for
I.T. Professionals

From authors Don R. Crawley and Paul R. Senness, MBA

Now in its second edition, The Compassionate Geek was
written by tech people for tech people. There are no frills,
just best practices and ideas that actually work! Filled with
practical tips, best practices, and real-world techniques, The
Compassionate Geek is a quick read with equally fast results.

Heres what youll find:

n Best practices for communicating with email,
including examples
n The four intrinsic qualities of great service providers
n Best practices for communicating using chat and texting
n How to listen so youll understand
n How to keep your emotions in check
n A flow chart for handling user calls
n What to do when the user is wrong
n How to work with the different generations in the workplace
All of the information is presented in a straightforward style that you can understand and use
right away. Theres nothing foo-foo, just down-to-earth tips and best practices learned from years
of working with I.T. pros and end-users.

21

Available in paperback and Kindle editions through Amazon and other channels.

ISBN: 978-0-98366-070-5, 164 pages

2011, Don R. Crawley, All rights reserved.

soundtraining.net
(206) 988-5858
don@soundtraining.net

soundtraining . net
accelerated i.t. training

Books for
I.T. Professionals
from author Don R. Crawley

The Compassionate Geek:

Mastering Customer Service
for I.T. Professionals, now in its

second edition, is written especially

for todays overworked I.T. staff! Filled
with practical tips, best practices,
and real-world techniques, The
Compassionate Geek is a quick read
with equally fast results. Learn how to
speak to the different generations at
work, manage your own emotions and
influence the emotions of others, say no without
alienating the end-user, what to do when the customer (user) is
wrong, how to cope with the stress of the job, and more! All of
the information is presented in a straightforward
style that you can understand and use right away!

ISBN: 978-0-98366-070-5

$20.00

(Also available in Kindle edition)

The Accidental Administrator:

Cisco ASA Step-by-Step
Configuration Guide is packed

with 56 easy-to-follow hands-on

exercises to help you build a working
firewall configuration from scratch.
Filled with practical tips and secrets
learned from years of teaching and
consulting on the ASA, its the
most straight-forward approach to
configuring the Cisco ASA Security
Appliance. The essentials are covered
in chapters on installing, backups and restores, remote
administration, VPNs, DMZs, usernames, transparent mode, static
NAT, port address translation, access lists, DHCP, password
recovery, logon banners, AAA (authentication,
authorization, and accounting), filtering content,
and more.

ISBN: 978-1-44959-662-0

$40.00

The Accidental Administrator:

Linux Server Step-by-Step
Configuration Guide is packed

with 44 easy-to-follow hands-on

exercises plus numerous command
examples and screen captures to help
you build a working Linux server
configuration from scratch. Its the
most straight-forward approach
to learning how to configure a
CentOS/Red Hat/Fedora Linux server
(the book is based on version 5.4 and 5.5). The
essentials are covered in chapters on installing,
administering, user management, file systems and directory
management, networking, package management, automated
task scheduling, network services, Samba, NFS, disk quotas,
mail servers, Web and FTP servers, desktop sharing,
printing, security, routing, performance
monitoring, management tools, and more.

ISBN: 978-1-45368-992-9

$40.00

(Also available in Kindle Edition)

BRAND-NEW!
Tweeting Linux: 140 Linux
Configuration Commands
Explained in 140 Characters
or Less is a straight-forward approach

to learning Linux commands. Each

command is explained in 140 characters
or less, then examples of usage are
shown in screen captures, and details are
given when necessary to explain command usage.
Youll see the most commonly-used commands
plus a few gems you might not know about!

ISBN: 978-0-98366-071-2

$30.00

(Also available in Kindle Edition)

soundtraining.net/bookstore doncrawley.com/amazon info@soundtraining.net (206) 988-5858

soundtraining . net
accelerated i.t. training

Don R. Crawley

Author, Speaker, Trainer for the IT Industry

Author of
The Compassionate
Geek and other
books for I.T.
professionals

Keynote speaking

Breakout sessions

Half- and full-day

workshops

for speaking engagements:

Call (206) 852-4349 doncrawley.com Email: don@doncrawley.com

for technical training:

Call (206) 988-5858 soundtraining.net

Learning
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Onsite Training
Makes Sense!
24

One- and two-day seminars

and workshops for I.T. professionals

Bring the full

version of this
presentation onsite
to your location for
your teams!

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soundtraining . net
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2011, Don R. Crawley, All rights reserved.