#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.
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

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

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