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Emotional Intelligence Interview with George A. Harris, Ph.D.

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George A. Harris, Ph.D. is a well-known psychologist and author. I interviewed him this week on the subject of emotional intelligence. Transcript Don Crawley (00:00): Welcome to the Compassionate Geek podcast and videocast for IT professionals who are interested in improving their customer service and communication skills. My name is Don Crawley and today I’m […]

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The Five Principles of IT Customer Service

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In last week’s blog post, I talked about the most critical customer service skill for IT career success. There are an additional four critical skills you must learn for IT career success. These skills are the Five Principles of IT Customer Service. They will, when mastered, allow you to positively influence your career, the people

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Customer Service Product Knowledge

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In November of 2011, I uploaded a video to my YouTube channel titled The Four All-Star Traits of the Customer Service Masters, in which I described four characteristics I observed in people who were very good at supporting customers and end-users. Since then, I’ve worked with IT people, including help desk staff, at many different types

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Going Too Far with Authenticity

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Is it possible to be too authentic? In the last two blog posts and podcasts, we’ve talked about the importance of authenticity, the importance of being real. Authenticity has become another popular buzzword in today’s business world and even in society in general. The idea of being authentic in relationships, both business and personal, is

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Genuine Relationships and Authenticity: An Interview with Jennifer Yost, MA and LMHC (Video and Transcript)

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Do you have genuine relationships at work? What’s the line between being authentic and being rude? For this week’s blog post and podcast, I’m interviewing Jennifer Yost, a noted psychotherapist on the subject of genuine relationships and authenticity, especially as it relates to the workplace and the IT help desk. I hope you enjoy it!

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How to be Authentic in Your Authenticity

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We hear a lot of people talking about authenticity. Certainly, authenticity as a form of honesty is a desirable trait, but when someone talks about authenticity, what do they mean? Dictionary.com defines authentic as “not false or copied; genuine; real or reliable; trustworthy”. Like many other words, authentic has become a fad word and, as

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A New Year, The Same You and Me (Self-Improvement)

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For the last few weeks, you and I’ve been assaulted by the usual flood of ads saying things like, “A New Year, A New You” and similar cliche statements which we’ve heard every late December and early January throughout our lives. But wait, what if I’m happy with the old me? Oh sure, I’m a

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