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Video of How to Be More Compassionate (for CIOs, IT Managers, and IT Pros) in Customer Service course by Don Crawley, Author of The Compassionate Geek channel, video No. 234 free certified online
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You may have heard people talk about compassion as an important part of customer service, but what does that mean?
Compassion is simply the act of caring for other people. In the MSP world, that could be your clients or your coworkers. It’s wanting to help when someone is struggling.
Compassion is easy when the other person is level-headed and in a calm state of mind. What do you do to be compassionate, however, when they’re angry, skeptical, or intimidated by technology? Take a deep breath to calm yourself. Give the other person grace by imagining what they’re going through or that, perhaps, something difficult was happening in their personal life in addition to the technical problem.
Don’t try to minimize what happened, but instead, reassure them that you’re there to help and want to get things taken care of.
When we survey people about what makes a customer service hero, one of the most common responses (after actually fixing the problem) is compassion. Your customers and coworkers want to know you care.
The Reverend Dr. Martin Luther King, Jr. said it best, “People don’t care how much you know until they know how much you care.” Compassion is caring.
#customerservice #helpdesk #servicedesk
Learn the six steps in a successful tech support session: https://youtu.be/OiC4gUa3xak
Learn seven ways to improve your empathy: https://youtu.be/bkmmZmbbBVo
Here are four magical customer service phrases (What to say in nearly any situation): https://youtu.be/TqYT8A7ybNo
What is Compassionate Geek?
The Compassionate Geek is a book by author/speaker Don Crawley to teach people how to get along so they can work together, get things done, and take care of customers (and each other). (https://www.amazon.com/exec/obidos/ASIN/0983660735). It's also an online training course on customer service for IT professionals, including IT customer service training videos and more.
Learn more at: https://CompassionateGeek.com