Don’s Blog

Call Center Articles: Humor in the Danger Zone: When Jokes Interfere with Our Job

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Client insights and service tips: We don’t normally associate humor with a danger zone. In fact, I think lots of humor is key to living a fulfilling life. When my family gets together, we laugh, giggle, chortle, and guffaw like crazy people and we love it! So, are there times when humor is dangerous? Absolutely. […]

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How to Deal with a Negative Environment

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You can find a negative environment nearly anywhere. I have a friend who’s dealing with some really ugly stuff in her life. We all know people in that situation and many of us have found ourselves dealing with ugliness from time-to-time. There’s certainly no denying that there’s ugly, bad stuff in the world. I think

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Book Release: Hobnob with the Elite Geeks of Seattle

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I’m really excited! The book release party for the new edition of The Compassionate Geek is going to be at Lucid Lounge in the University District. This is the same Lucid Lounge that is host to Nerd Nites and frequent author readings (and they have fabulous cocktails, too). I can’t think of a better place

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Success in Marriage and the Help Desk: Some of the Same Human Relations Concepts Apply

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I spend a lot of time thinking about human relationships. After all, I write books and blogs on human relations, I teach human relations workshops and seminars for IT people, and it’s generally a big part of my life. I think a lot about how we get along, how we don’t get along, what makes

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How to Talk to a CEO; Professional Communication Skills for the Helpdesk

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I recently spoke with a client who is concerned about how some of his staff members speak to CEOs. He owns an IT consulting firm with a variety of clients and is worried about his consultants’ communication skills. His consultants are required to interact with various individuals both on the phone and at client locations. He is concerned that some of the consultants’ language choices are inappropriate for dealing with clients, especially when the client in question is a C-level executive.

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What Can IT Customer Care Learn from a Country Music Hall of Famer?

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Ernest Tubb is a well-known name to anyone familiar with country music stars of the 1930s through the 1980s. During his recording and performing career, he achieved many milestones including headlining the first Grand Ole Opry performance at New York City’s Carnegie Hall along with a long string of hit records including Waltz Across Texas, Thanks a Lot, and Walking the Floor Over You.

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