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  • Turn IT pros into 'Compassionate Geeks'

    In the new book, "The Compassionate Geek: Mastering Customer Service for I.T. Professionals," veteran IT trainer Don R. Crawley lifts a veil on a corner of the enterprise that has some of the most dysfunctional interactions between users and IT: the support desk. Along with co-author Paul R. Senness, Crawley wants to help IT departments raise their stature and reputation within the organization by giving techies some basic training in emotional intelligence and listening skills.

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