Bringing Humanity Into the World of Technology

Award-Winning IT Customer Service Speaker and Author

Don addresses 600 IT professionals about IT Customer Service at the 2019 Church IT Network conference in Kansas City.

Author of 8 books for IT pros, including...

The Compassionate Geek: How Engineers, IT Pros, and Other Tech Specialists Can Master Human Relations Skills to Deliver Outstanding Customer Service

The 5 Principles of IT Customer Service Success

Cisco ASA for Accidental Administrators: An Illustrated Step-by-Step Cisco ASA Learning and Configuration Guide

The Accidental Administrator: Cisco Router Step-by-Step Configuration Guide (Understanding the Basics of Cisco Routers)

The Accidental Administrator: Linux Server Step-by-Step Configuration Guide (for IT Professionals and Accidental Administrators)

Recent Blog Posts

Social Skills Training for Technology Careers

By Don Crawley | November 27, 2012

Today’s IT professional must master two skill families in order to be successful. The first is technical skills and knowledge. That part of IT education is obvious. Without a solid technical understanding, you simply can’t do the job. The second is gaining skills for customer service in IT: An ability to understand, get along with, and influence people. Even though our jobs are indeed technical in nature, the human component is always present and it’s often the most challenging part of our jobs. We may have the technical knowledge to help an end-user, but if they’re angry, frustrated, or otherwise upset, it’s our people skills that allow us first to manage the situation successfully. Then we use our technical skills to solve the technical problem.

Thanksgiving Devotions: Mister Rogers and Gratitude

By Don Crawley | November 20, 2012

This is Thanksgiving week in the U.S. Thanksgiving has always been my favorite holiday, because it’s always been the least commercialized of our major holidays. I love the time with family and friends, the great food, and the opportunity to reflect on the blessings of my life.

empathy examples

Empathy Examples in Customer Service

By Don Crawley | September 6, 2012

I recently flew from Houston to Seattle on Alaska Airlines. I experienced three examples of good customer service from, gasp, an airline. Yes, I know it may seem hard to believe. There are lessons here for those of us who support end-users. Two examples were with Alaska Airlines and one was with Delta. Here they are.

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.

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