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Comment: Binding is tight, pages are clean and crisp, no marks. Scratch on back of dust jacket.
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Lessons Unlearned: 25 Years in Customer Service Hardcover – March 1, 2012

5 out of 5 stars 1 customer review

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Editorial Reviews

About the Author

John Ragsdale is the vice president of technology research for the Technology Services Industry Association (TSIA). His area of expertise is creating strategies for improving the overall customer experience and services operation through technology. He drives TSIA's highly regarded technology research agenda, delivering insightful, thought-leadership research and analysis on the most pressing business issues facing services leaders to enable them to better plan and execute their service strategies. During his career, he has held product management and marketing positions at various service and support technology vendors, including Clarify, AnswerSystems, Platinum Technologies, and Nortel Networks. He has been involved in customer service throughout his career, including managing both the internal and external customer support organizations at J.C. Penney, before moving to the Silicon Valley in the mid-1990s. He leverages his insights to help guide TSIA members in making informed technology, business, and investment decisions.

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Product Details

  • Hardcover: 158 pages
  • Publisher: Point B Inc (March 1, 2012)
  • Language: English
  • ISBN-10: 0984213066
  • ISBN-13: 978-0984213061
  • Product Dimensions: 6 x 0.6 x 9 inches
  • Shipping Weight: 1 pounds (View shipping rates and policies)
  • Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
  • Amazon Best Sellers Rank: #1,386,693 in Books (See Top 100 in Books)

More About the Author

John Ragsdale is vice president of technology and social research for the Technology Services Industry Association (TSIA). In this role, he works closely with some of the world's largest technology companies develop strategies for improving their service operations and overall customer experience by leveraging innovative technology. Ragsdale drives TSIA's highly regarded technology research agenda, delivering insightful, thought-leadership research and analysis on the most pressing business issues facing services leaders to enable them to better plan and execute their service strategies.

Prior to joining TSIA, Ragsdale spent over six years at Forrester Research as vice president and research director. During his career, he has held product management and marketing positions at various service and support technology vendors, and has been involved in various aspects of customer service.

He is the author of the book Lessons Unlearned (2012), and is a frequent industry speaker on the topics of optimizing knowledge management, social support, customer engagement strategies, professional services automation (PSA), and service technology adoption. He is a regular contributor to TSIA's Inside Technology Services blog, where he shares his insight and observations on current trends and best practices in knowledge management, customer support, and service technology.

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Format: Kindle Edition
After 10+ years in customer service (and six years at a business that was all about serving the customer) I sure wish I had learned these lessons earlier. Always enjoy listening to John's insight, but now I have it at my fingertips.
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