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. Written by tech people for tech people. No frills, just best practices and ideas that actually work! Finally, a customer service book written especially for today#xE2;#xAC;"s overworked I.T. staff! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Learn how to speak to the different generations at work, how to use emotional intelligence to manage your own emotions and influence the emotions of others, how to say #xE2;#xAC;Sno#xE2;#xAC; without alienating the end-user, what to do when the customer (user) is wrong, how to cope with the stress of the job, and more!Here#xE2;#xAC;"s what you#xE2;#xAC;"ll find:**The four intrinsic qualities of great service providers**Two practical ways to keep your emotions in check**A flow chart for handling user calls**A #xE2;#xAC;SGet Out of Stress Free#xE2;#xAC; cardAll of the information is presented in a straightforward style that you can understand and use right away. There#xE2;#xAC;"s nothing #xE2;#xAC;Sfoo-foo#xE2;#xAC;, just down-to-earth tips and best practices learned from years of working with I.T. pros and end-users.