{"product_id":"the-compassionate-geek-how-engineers-it-pros-and-other-tech-specialists-can-master-human-relations-skills-to-deliver-outstanding-customer-s-9780983660736","title":"The Compassionate Geek: How Engineers, IT Pros, and Other Tech Specialists Can Master Human Relations Skills to Deliver Outstanding Customer S","description":"\u003cp\u003eA real-world, plain-language how-to guide for delivering amazing customer service to customers and end-users.\u003c\/p\u003e\u003cp\u003eNow in its third edition, \u003ci\u003e\u003cb\u003eThe Compassionate Geek\u003c\/b\u003e\u003c\/i\u003e is the definitive guide for delivering amazing customer service to customers and end-users. Filled with practical tips, best practices and real-world techniques, \u003ci\u003e\u003cb\u003eThe Compassionate Geek\u003c\/b\u003e\u003c\/i\u003e is a quick read with equally fast results. Each chapter contains a reflection and discussion section to help improve customer service skills. Inside are lots of personal stories and examples of mistakes made and lessons learned in addition to an entire chapter on overcoming personal and professional obstacles. All of the information is presented in a straightforward style that can be understood and used right away. There's nothing foo-foo, just down-to-earth tips and technical support best practices learned from years of working with technical staff and demanding customers and end-users.\u003c\/p\u003e\u003cp\u003eHere's what you'll find: \u003c\/p\u003e\u003cul\u003e\n\u003cli\u003eThe four intrinsic qualities of great customer service providers\u003c\/li\u003e\n\u003cli\u003eCustomer service tips on how to say no without alienating your customer or end user\u003c\/li\u003e\n\u003cli\u003eBest practices for communicating with email, including examples\u003c\/li\u003e\n\u003cli\u003eBest practices for communicating using chat and texting\u003c\/li\u003e\n\u003cli\u003eTen tips for being a good listener\u003c\/li\u003e\n\u003cli\u003eTwo practical ways to keep your emotions in check using emotional intelligence (eq) techniques\u003c\/li\u003e\n\u003cli\u003eA six-step flow chart for handling customer and end user calls\u003c\/li\u003e\n\u003cli\u003eCustomer service skills to use when the customer or end user is wrong\u003c\/li\u003e\n\u003cli\u003eHow to work with the different generations in the workplace\u003c\/li\u003e\n\u003cli\u003eMotivational stories of human triumph with reflection and discussion questions\u003c\/li\u003e\n\u003cli\u003eTechniques for overcoming personal and professional obstacles\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003eAll of the information is presented in a straightforward style that you can understand and use right away. There's nothing \"foo-foo\", just down-to-earth tips and technical support best practices learned from years of working with technical staff and demanding customers and end users.\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAbout the Author\u003c\/b\u003e\u003cbr\u003eDon R. Crawley, Linux+ and IPv6 Silver Engineer, is a lifetime geek and speaker and author of eight books ranging in subject from Cisco to Linux to compassionate communication. His focus is on helping IT and other technical staff to master the arts of customer service and communication. He is also President\/Chief Technologist of the Seattle-based IT training company, soundtraining.net. He has more than four decades experience working with workplace technology and automation and holds multiple technical certifications. In addition to being a best-selling author, he has spoken before audiences in all 50 states and Canada, plus the United Kingdom, India, Oman, and Australia. In his spare time, he plays the pipe organ, watches the ships on Puget Sound, and laughs with his family.\u003cbr\u003e","brand":"Crawley International, Inc.","offers":[{"title":"Default Title","offer_id":50461681025298,"sku":"9780983660736","price":21.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0831\/4771\/8930\/files\/img_be128da6-8398-4538-b49b-2ed10d4d5510.jpg?v=1730074987","url":"https:\/\/surprise-castle.myshopify.com\/products\/the-compassionate-geek-how-engineers-it-pros-and-other-tech-specialists-can-master-human-relations-skills-to-deliver-outstanding-customer-s-9780983660736","provider":"Surprise Castle","version":"1.0","type":"link"}