The 5 Principles Of IT Customer Service Success

By Don Crawley

It was the early 2000s, and I just finished delivering Cisco and BIND DNS training for a client. It was a good fit; they liked me, and I liked them. They asked if I could present a customer service training program for their IT staff. They had previous training with generic customer service trainers who were very good but didn’t understand IT culture. My client wanted me to design a customer service training program from the perspective of a geek — someone who understood our industry’s culture.

With the help of colleagues, I put together the training and delivered it for the client. It was successful, and I made it available to other clients. Phone calls and email requests started coming in. Since that first class, the training has been delivered through keynote speeches and corporate training sessions throughout the United States, Canada, the U.K., India, and even the Sultanate of Oman.