Don R. Crawley's book The 5 Principles of IT Customer Service offers a new and refreshing approach to IT customer service. Instead of prescribing rigid scripts and protocols, The 5 Principles of IT Customer Service shows the reader how to live a more compassionate and empathetic life as a pathway to delivering exceptional customer service. Ignoring the dictates of most customer service books, The 5 Principles of IT Customer Service focuses instead on the timeless principles of pride in your work combined with compassion and empathy for our customers and colleagues, excellent listening skills, and an ability to treat all people with dignity and respect. It gives the reader credit for being able to think for her or himself without being burdened by phony sounding scripts or rigid protocols. In The 5 Principles of IT Customer Service, the reader learns how to become an intrinsically more caring person, better equipped to understand the frustrations of an end user or customer struggling with a computer or software problem.

In The 5 Principles of IT Customer Service, you'll learn:

1. The importance of technical competence and how to achieve it
2. How compassionate people know the right words to say in tough situations
3. The power of empathy to defuse emotionally charged situations
4. The top 10 ways to be a better listener
5. The critical difference between feeling respect and showing respect and dignity

The 5 Principles of IT Customer Service manifests the author's firmly rooted belief in the basic goodness of all people and the ability of all people to grow, adapt, and achieve excellence in every aspect of their lives.