#TFT14 Peter Johnson, Customer Service Revolution

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Information about #TFT14 Peter Johnson, Customer Service Revolution
Business & Mgmt

Published on February 18, 2014

Author: ServiceDeskInstitute

Source: slideshare.net

Description

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

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

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