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#TFT14 Peter Johnson, Customer Service Revolution

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Yes, we're most of us agreed that we need to do the customer service thing better - you only need to look down (or up) this list to see that. …

Yes, we're most of us agreed that we need to do the customer service thing better - you only need to look down (or up) this list to see that.
There are many 140 character (and other) instant gurus offering you their version of the quick fix: "all you need to do is a,b,c"; or "1,2,3" They've been at it for years - if it were that simple, we'd have nailed it long ago.

With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7

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Transcript

  • 1. Peter Johnson The (customer service) revolution will not be tweeted
  • 2. #PeterJohnson #FairdayResearchLimited
  • 3. #140CharactersIsNotEnough
  • 4. #ParadigmChange ≠ #PracticeChange
  • 5. #CantDumbDownParadigmChange
  • 6. #ITSMAsAParadigm
  • 7. #ParadigmLifecycle
  • 8. #TheoryBehindTheITSMParadigm
  • 9. #ScientificManagement #Taylorism
  • 10. #SystemsThinking #Cybernetics
  • 11. #Taylorism|#Cybernetics|#ITSM = #Control
  • 12. #PracticalProblems
  • 13. #TheoreticalandPhilosophicalProblems
  • 14. #Flawed
  • 15. #ToTheNew
  • 16. #HumanToHumanService
  • 17. #Autonomy
  • 18. #Motivation #Values
  • 19. #Lumiere Values Control Chaos
  • 20. #MakingLightWork
  • 21. #Twitter
  • 22. With thanks to our slides sponsor, CA Technologies Try Nimsoft for free at ca.com/NSD-trial