The Compassionate Geek Blog

Blog posts on how to master the art of customer service, especially for technical staff.

How to Handle an Angry Customer (Includes Video)

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For most of us, dealing with an angry or abusive customer is upsetting, even nerve-wracking. Still, sometimes it happens. When you know how to handle an angry customer, you can turn situations around, save relationships, and keep your stress levels under control. Here are five critical success factors in dealing with difficult customers (or anybody […]

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How to Deal with Inappropriate Behavior (Includes Video)

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Two years ago, I had to deal with inappropriate behavior toward me by a colleague in my professional association. I found the experience demeaning, disrespectful, and confusing. It still weighs heavily on my mind. I did nothing to encourage the bad behavior by the other person, but it left me wanting to avoid attending meetings

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Inspiration and Perseverance in a Time of COVID

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Are you bombarded with promotions for webinars telling you how to deal with these crazy times? Yeah, me too. I could use some inspiration, so today, I’m taking a different approach with the Compassionate Geek blog and podcast. I’m offering uplifting stories about people, both ordinary and extraordinary, and their resilience in the face of

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Your Life Matters and Relationships Matter

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UPDATE ON RELATIONSHIPS: I just learned that my friend Reggie Watkins died of COVID-19 and that my friend Ray Benson is terribly sick with this awful virus. That news makes this week’s blog post more timely than ever. Please, read on… My friend Roger is 87. He’s in great shape, both mentally and physically. Before

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How to Cope with the Stress When the Whole World is Upside Down

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Stress, when untreated, can kill you. That’s why it’s important to learn how to cope with the stress. Stress can cause heart attacks, strokes, a compromised immune system, diabetes, and obesity. It can cause headaches, fatigue, sleep problems, anxiety, irritability, and anger. It can undermine relationships (personal and professional), and it can bring on depression.

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New Employee Orientation Process for Onboarding IT Teams

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You understand that customer service training is important for new employee orientation for IT professionals, but you can’t simply send your team to training and expect them to appreciate its value. Onboarding is a critical part of the process and helps your employees buy into the concept that customer service skills are necessary to succeed

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Caring for Customers Like Amazon Does

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People have strong opinions about Amazon. Regardless of how you feel about Amazon, they are focused on caring for customers. You may have heard the quote about Amazon, “We aim to be Earth’s most customer centric company.” I had an experience with Amazon that clearly demonstrated why I would choose to do business with Amazon

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