#TFT14 Peter Johnson, Customer Service Revolution
 

#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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#TFT14 Peter Johnson, Customer Service Revolution #TFT14 Peter Johnson, Customer Service Revolution Presentation Transcript

  • Peter Johnson The (customer service) revolution will not be tweeted
  • #PeterJohnson #FairdayResearchLimited
  • #140CharactersIsNotEnough
  • #ParadigmChange ≠ #PracticeChange
  • #CantDumbDownParadigmChange
  • #ITSMAsAParadigm
  • #ParadigmLifecycle
  • #TheoryBehindTheITSMParadigm
  • #ScientificManagement #Taylorism
  • #SystemsThinking #Cybernetics
  • #Taylorism|#Cybernetics|#ITSM = #Control
  • #PracticalProblems
  • #TheoreticalandPhilosophicalProblems
  • #Flawed
  • #ToTheNew
  • #HumanToHumanService
  • #Autonomy
  • #Motivation #Values
  • #Lumiere Values Control Chaos
  • #MakingLightWork
  • #Twitter
  • With thanks to our slides sponsor, CA Technologies Try Nimsoft for free at ca.com/NSD-trial