Will Tracz. The compassionate geek: mastering customer service for I.T. professionals by Don R. Crawley and Paul R. Senness. ACM SIGSOFT Software Engineering Notes, 36(4):36, 2011. [doi]
@article{Tracz11b,
title = {The compassionate geek: mastering customer service for I.T. professionals by Don R. Crawley and Paul R. Senness},
author = {Will Tracz},
year = {2011},
doi = {10.1145/1988997.2003648},
url = {http://doi.acm.org/10.1145/1988997.2003648},
researchr = {https://researchr.org/publication/Tracz11b},
cites = {0},
citedby = {0},
journal = {ACM SIGSOFT Software Engineering Notes},
volume = {36},
number = {4},
pages = {36},
}