#tft14 peter johnson, customer service revolution
Post on 13-May-2015
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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
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
Control Values
Chaos
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