Don Crawley
Author of the forthcoming book, "The Compassionate Geek: Customer Service Strategies for I.T. People"

soundtraining.net

Websites:

• The Art of Customer Service

I work with business people and I.T. people to help them master customer service skills.

My one and two-day seminars, delivered onsite at your location, will help your customer service staff (including I.T. help desk staff) learn how to delight customers by:

• Learning productive ways to say "no"
• Using emotional intelligence concepts to manage your own emotions and influence the emotions of others to achieve desired outcomes
• Know how to deal with angry customers (rude or abusive end-users) for positive results
• Understand the keys to effective communication with customers
• Learning practical, effective techniques for dealing with the stress of the job
• Knowing key phrases to use to calm volatile situations (and, just as important, which phrases to avoid)

Most people already want to deliver good customer service. My seminars and workshops will show them how to do it.

I love learning, teaching, sharing information, and problem solving in the area of human relations.

I need organizations who want their customer service and I.T. help desk staffs to delight their customers. These are easily understood skills which can be taught in either a one or two-day seminar.

Multiple technical certifications including Microsoft, Cisco, and Linux.

• 35 years experience in workplace technology
• 20 years experience managing high-performing workgroups
• 15 years experience in advanced I.T. training