(EMAILWIRE.COM, May 07, 2012 ) SAN DIEGO and SANTA CLARA, CA -- The highly anticipated book Lessons Unlearned: 25 Years in Customer Service, authored by TSIA vice president of technology research John Ragsdale, made its exclusive debut today at Technology Services World 2012 Best Practices.
Lessons Unlearned follows Ragsdale throughout his service-oriented career, beginning as a support technician and then as a support manager for JCPenney, followed by his time working for start-up companies building knowledge management and customer relationship management software in the boom days of Silicon Valley, and finally his years serving as an industry analyst giving advice on service-related technology and best practices to global support operations.
Filled with best and worst practices, insider gossip, and sometimes-shocking real-world stories, Ragsdale leverages his irreverent style to help support managers, company executives, and even customers improve service interactions and the customer experience.
According to Ragsdale, “My more than two decades in services has crossed disciplines, and Lessons Unlearned includes examples and insights applicable to services professionals across the board. My goal was to produce a book that delivers on all fronts.”
• For customer service, the book acts as 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, readers will learn about 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, John draws on his time spent implementing knowledge management and CRM solutions at customer sites to give 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, John talks about 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.
A featured keynote speaker at TSW, Ragsdale will expound on the behind-the-scenes stories and hard-won insights found in his book on Wednesday, May 9.
More information about Lessons Unlearned: 25 Years in Customer Services can be found on the TSIA website or Amazon.com. More information on Technology Services World can be found at www.technologyservicesworld.com.
The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world’s top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT and telecom, consumer technology, healthcare and healthcare IT, and industrial equipment and technology. www.tsia.com
We are pleased to offer you this exciting, new, and entirely free professional resource. Visit our Free Industry resource center today to browse our selection of 600+ complimentary Industry magazines, white papers, webinars, podcasts, and more. Get popular titles including: