#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