The Compassionate Geek: Mastering Customer Service for I.T. Professionals

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 examplesThe four intrinsic qualities of great service providersBest practices for communicating using chat and textingTen tips for being a good listenerTwo practical ways to keep your emotions in checkA flow chart for handling user callsWhat to do when the user is wrongHow to work with the different generations in the workplaceAll 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. Read more