{"product_id":"9780983660736","title":"The Compassionate Geek: How Engineers, IT Pros, and Other Tech Specialists Can Master Human Relations Skills to Deliver Outstanding Customer Service","description":"\u003cp\u003e\u003cem\u003e\u003cstrong\u003eNewly expanded edition. \u003c\/strong\u003e\u003c\/em\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, \u003cem\u003e\u003cstrong\u003eThe Compassionate Geek\u003c\/strong\u003e\u003c\/em\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, \u003cem\u003e\u003cstrong\u003eThe Compassionate Geek\u003c\/strong\u003e\u003c\/em\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\u003cp\u003e\u003c\/p\u003e\u003cul\u003e \u003cli\u003e The four intrinsic qualities of great customer service providers\u003c\/li\u003e \u003cli\u003e Customer service tips on how to say no without alienating your customer or end user\u003c\/li\u003e \u003cli\u003e Best practices for communicating with email, including examples\u003c\/li\u003e \u003cli\u003e Best practices for communicating using chat and texting\u003c\/li\u003e \u003cli\u003e Ten tips for being a good listener\u003c\/li\u003e \u003cli\u003e Two practical ways to keep your emotions in check using emotional intelligence (eq) techniques\u003c\/li\u003e \u003cli\u003e A six-step flow chart for handling customer and end user calls\u003c\/li\u003e \u003cli\u003e Customer service skills to use when the customer or end user is wrong\u003c\/li\u003e \u003cli\u003e How to work with the different generations in the workplace\u003c\/li\u003e \u003cli\u003e Motivational stories of human triumph with reflection and discussion questions\u003c\/li\u003e \u003cli\u003e Techniques for overcoming personal and professional obstacles\u003c\/li\u003e\n\u003cbr\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\u003cp\u003e\u003c\/p\u003e","brand":"soundtraining.net","offers":[{"title":"Default Title","offer_id":49808012017904,"sku":"9780983660736","price":25.0,"currency_code":"USD","in_stock":false}],"url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9780983660736","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}