ISBN 10: 145371278X / ISBN 13: 9781453712788
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Inhaltsangabe: A real-world, plain-language how-to guide for delivering amazing customer service to end-users.
Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results.
Here's what you'll find:

  • Best practices for communicating with email, including examples
  • The four intrinsic qualities of great service providers
  • Best practices for communicating using chat and texting
  • Ten tips for being a good listener
  • Two practical ways to keep your emotions in check
  • A flow chart for handling user calls
  • What to do when the user is wrong
  • How to work with the different generations in the workplace
All 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 best practices learned from years of working with I.T. pros and end-users.

Vom Autor: This book was born out of the training classes I've presented for I.T. professionals.  I was approached by a state agency to develop customer service training for their help desk staff.  They were interested in customer service training presented from the perspective of a technologist, rather than a mainstream customer service trainer.  I contacted my friend Paul Senness to help write the training workshop, because of his extensive experience in business training in general and specifically in customer service training.  As often happens, what began as a simple project soon took on a life of its own.  I listed the workshop on my website and have since presented it for organizations as diverse as Facebook, the Discover Card, SUNY Cobleskill, LogMeIn, and various government agencies.  We've included input from students, plus research we've done in the area of customer service.  We intentionally kept the book short, realizing that I.T. people are among the most overworked and under-appreciated of any group.  We can't help on the overworked aspect of the job, but this book can help you become more appreciated!

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Don R Crawley, Paul R. Senness MBA (Contributor)
Verlag: CreateSpace Independent Publishing Platform (2011)
ISBN 10: 145371278X ISBN 13: 9781453712788
Neu Paperback Anzahl: 1

Buchbeschreibung CreateSpace Independent Publishing Platform, 2011. Paperback. Buchzustand: New. Buchnummer des Verkäufers DADAX145371278X

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