Chief Information Officer
Founder and Chairman
New England Network Solutions
--Vince Tinnirello, CEO
Anchor Network Solutions, Inc.
Director of IT Support Services
Brampton (Toronto), Ontario
National Institutes of Health (NIAMS)
“After enhancing the technical competency of our team, your course was a perfect complement to our efforts in improving the level of service we provide to our customers.”
Technical Services Division Manager
Moxa Americas Inc.
"Don and I worked together in my previous company to deliver training for their Enterprise Support organization. Don flew all around the country visiting our offices sharing his wisdom with the team. The CSAT scores soared once the team grasped some core relationship principles. Great to see the transition to a virtual model - our Support Analysts are everywhere!"
Sr Director, Global Support Escalations
I wanted to take a moment and give you some feedback. Although all of my staff have not yet completed your training, the one employee who was my primary motivator in getting the training has. We had one of our key customers who was requesting he not support their account because of the high number of complaints from their staff. Two weeks after completing your training, the customer called and asked what the heck is going on. Their staff are now raving about how good he is! It’s a night and day difference. I wanted you to know and to say… Thank You!
Michael R. Creed, President
Mega-Byte Computer Services, LLC
I found your course to be very informative and laid out very well. I’ve been in IT for many years and have heard many of these things before. But there was so much more, and it was put together logically and you’ve added so much more. I have discussed this course with my manager and have given him my highest approval rating.
Roger Hughes, Systems Administrator
Colorado Housing and Finance Authority
I own an MSP. Our mission is to “BETTER an organization with talent, technology and outstanding service.” I am obsessed with delivering on the promise of outstanding service. That’s why I highly endorse Don Crawley. Every person who works for me MUST go through Don’s online IT Customer Service training course. I’ve also brought Don in for a live training session to great result. I win new business because owners are frustrated with other IT companies who: have proven to be undependable, can’t prevent issues; are slow to resolve problems or even show-up, and who have repeatedly proven that they don’t have the right mix of COMPASSIONATE GEEKS and technology to BETTER their business. While my competitors look cheap on paper their true cost is WAY too expensive"
--Drayton Mayers, President
TeamLogic IT East Memphis
Thanks for a great presentation, it was very valuable!
We have received quite a few positive comments from people who went through the class. Many picked up actionable ideas for both their work as well as personal lives.
Thanks for engaging the team as they challenged and questioned the concepts. As you well know, IT people demand credibility before accepting information and you did a great job providing that in the way you handled the audience participation.
"Thanks for exceeding our expectations. I enjoyed not only the message but the style in which it was delivered. You are a real Pro!"
"Don's "Compassionate Geek" training has really resonated with our Customer Success staff, and fits well with the culture of our company. Don's extensive experience in IT, combined with a unique and powerful perspective on customer service, makes him a very effective advocate for treating end users with the respect and care we all deserve."
"Don provided his Customer Service, Compassion, and Computers seminar to our team this month. As IT professionals in the public sector, we work hard to provide excellent service to the people that we serve and to defy some negative stereotypes of government employees. Not only did I thoroughly enjoy Don's seminar, I learned a lot of great ideas on how we can continue to improve customer service in our organization. I appreciate how Don spoke "our language" which made us all more receptive to the message. Probably the best testament of this seminar was seeing a room full of our IT professionals fully engaged all day - NO mobile phones. I highly recommend Don's customer service training and books for IT professionals."
"Don provided a great day of insight, stimulating conversation, training, and opportunity for staff to ponder their own personal growth in regards to Customer Service. Staff were engaged from the beginning and all through the day of tough questions. Don provided excellent comments and feedback to a technology group that continues to struggle with the balancing act of lean finances/ staffing and yet desiring to provide the best for our support base. If your staff have been nose to the grindstone for a few years, it's a great training that is up-to-date provided by a person who understands our technology's quirky natures."
"Don was very approachable and helpful during the training. He knew the material well and seemed to personally be interested and into it."
"Excellent job. It really got me thinking about my customers and found areas where I can improve myself.
"Don referred to work associates, friends, strangers, pretty much everyone as your brothers and sisters...if we all had this mentality we would definitely treat people differently and provide higher level of help. ..to me [it] was not only a lesson in customer training but also a lesson in life."
"Don was able to really help focus our IT team on service delivery by providing tools, concepts and stories that enabled our highly qualified group to excel even more—delivering clear and obvious business value."
"Without a doubt, Don Crawley is one of the most effective and personable IT communicators I have ever met. Don delivered a wide variety of training programs, both technical and non-technical, for my company between 1997 and 2008. The depth of his knowledge and his ability to translate challenging, often complex information into a form that his audiences can both understand and use puts Don in the upper echelon of computer trainers. Don really loves what he does, and that passion is what makes him good at it. If you have the opportunity to work with him, I encourage you to do so.
"Several members of our IT department including myself attended Don’s Help Desk Customer Service training class a few years ago to help us become an even better support team. His instruction was insightful and everyone took something with them from the class. Don’s class helped reinforce some of the new things we knew but gave us a better perspective at looking at both sides of a help desk customer support role.
"I had the pleasure of working with Don on a webinar for TrainSignal on the topic of customer service for IT professionals. Don is an excellent public speaker and his knowledge of the subject was superb, after all he did write the book on the topic. What I liked about working with Don on this project was that he made sure to keep it interesting and interactive; webinar attendees were given a handout at the beginning of the session and had the opportunity to follow up with Don after the webinar. In my opinion, Don went above and beyond in his role as a presenter and did an outstanding job. I hope I get the opportunity to work with him again.
"The results were fantastic immediately … watching three of my team members who were struggling with the very topics you were touching on. They were passionate about it, they were excited. They went out to the client they’d had a difficult interaction with and immediately resolved it.
"Don presented an abbreviated talk on customer support to my extended team of computer professionals. Many were skeptical but Don communicates as an engineer and he kept them engaged. If you want walking on hot coals, hire a showman. If you’re interested in learning from a down-to-earth guy who knows what he’s talking about, consider Don Crawley.