Compassionate Geek courses are delivered in an online, on-demand format.
It varies greatly, depending on the course and the learner. Long-form courses are designed to be completed in six hours. It's possible, however, to get through the entire course in about three hours. Short-form courses are designed to be completed in one hour. For learners who are more curious and committed to self-improvement, it could take considerably longer. Learners who are less motivated may complete courses in less time.
Each section of each course concludes with a quiz. Learners are required to score 100% on each quiz before being allowed to move to the next section. Additionally, there is a final exam on each course.
When you select group enrollment, you are given access to our group management console where you can monitor learner progress and add new learners.
Compassionate Geek courses are appropriate for any individual or group of IT staff members who want or need to improve their customer service skills, including their listening skills, their ability to deal with challenging end-users, their ability to work well with co-workers, and their people skills in general.
We recommend that managers and supervisors prepare their team members for this training by explaining the importance of customer service, that even people who are excellent at customer service can improve, and that this particular training was designed and written by an IT person specifically for IT people.
Most of the examples are from the IT/computer/digital tech world. The concepts of competence, compassion, empathy, listening, and respect apply to all people. Organizations who include non-technical people in our training prepare those team members by telling them the importance of the lessons and explaining that some of the examples and stories may not be as relatable for them as for their technical coworkers.
Five principles are the foundation of customer service. They are technical competence or product knowledge. That’s knowing your stuff. Next is compassion. That’s caring for others, especially when others are acting badly. Next is empathy. That’s putting yourself in the position of the other person, imagining what you would want if you were them. Next is listening. It’s listening to the other person in a way that makes them feel dignified and respected, without interrupting them or talking over them. The fifth principle is respect. It’s not about the respect you feel for someone who has earned your respect. It’s about acting in a dignified and respectful manner and treating others with dignity and respect, even when they’re acting disrespectfully. Learn more in this blog post.
Customer service is important because it improves productivity, creates a positive work environment, solves problems, promotes teamwork, promotes customer loyalty and repeat business. For internal IT departments, customer service helps improve CSAT scores and other types of evaluations. In short, customer service is the bridge between your customers and the products and services you provide. Learn more in this blog post.