A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results.Here's what you'll find: Best practices for communicating with email, including examples, the four intrinsic qualities of great service providers, best practices for communicating using chat and texting, how to listen so you'll understand, how to keep your emotions in check, a flow chart for handling user calls, what to do when the user is wrong, and how to work with the different generations in the workplace. All 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 best practices learned from years of working with I.T. pros and end-users.