Why Technical Competence Alone Isn't Enough for Great IT Customer Service
Most IT people would say they provide excellent customer service, and most of their customers would agree. No matter what your intentions, some of your customers might not feel that way. Usually, that’s because you didn’t go deep enough. In this highly interactive keynote, Don makes the case for going deeper with the five principles of IT customer service.
- Why you may not be as good at customer service as you think
- What to do about it
- How to go deeper with compassion, empathy, listening, and respect
For more than 40 years, Don Crawley has worked with technology, from broadcasting to automation systems to data networks. A former IT trainer and consultant, he is an award-winning IT customer service speaker and the author of eight books for IT professionals including The Compassionate Geek. He’s especially good at helping IT teams work together so they can get things done.