Lessons Unlearned: 25 Years in Customer ServiceRegister NowMay 31st, 2012 10:00am - 11:00am (MDT)13384800001338483600If you are a first time visitor to the TSIA webcast portal, you must create an account. Need help or have questions? Contact stacy.randolph@tsia.com
Presenter for this webcast is John Ragsdale, VP of Technology Research, TSIA
Servicing customers can be incredibly rewarding. But learning all the ins and outs of service takes many years, with more than a few fiascos along the way. After 25 years in various aspects of the customer service industry, John Ragsdale has penned a “tell all” book about the people, processes, and technology of providing technology services to customers, filled with best and worst practices, insider gossip, and sometimes shocking real-world stories. Lessons Unlearned, released May 7th, follows Ragsdale through his service-oriented career. In this webcast, he’ll share highlights from the book for each of the major service disciplines:
• For customer service, a training guide for new managers, explaining key metrics and how to use them, the importance of hiring people with empathy skills, and how to coach and motivate support employees.
• For field service, the different personality types in service roles, including an anecdote about using nontraditional approaches to solve an unusual repair problem in the field.
• For professional services, advice on successful technology deployments, with a major focus on the two most common reasons behind technology failures-both of them process related.
• For education services, how video is changing the face of customer (and employee) education, with a push toward subscription-based content delivered via channels targeting specific user roles.
Join us for this informative webcast.« Back
Presenter for this webcast is John Ragsdale, VP of Technology Research, TSIA
More Information
Servicing customers can be incredibly rewarding. But learning all the ins and outs of service takes many years, with more than a few fiascos along the way. After 25 years in various aspects of the customer service industry, John Ragsdale has penned a “tell all” book about the people, processes, and technology of providing technology services to customers, filled with best and worst practices, insider gossip, and sometimes shocking real-world stories. Lessons Unlearned, released May 7th, follows Ragsdale through his service-oriented career. In this webcast, he’ll share highlights from the book for each of the major service disciplines:
• For customer service, a training guide for new managers, explaining key metrics and how to use them, the importance of hiring people with empathy skills, and how to coach and motivate support employees.
• For field service, the different personality types in service roles, including an anecdote about using nontraditional approaches to solve an unusual repair problem in the field.
• For professional services, advice on successful technology deployments, with a major focus on the two most common reasons behind technology failures-both of them process related.
• For education services, how video is changing the face of customer (and employee) education, with a push toward subscription-based content delivered via channels targeting specific user roles.
Join us for this informative webcast.