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Lessons Unlearned: 25 Years in Customer Service Hardcover – March 1, 2012


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Lessons Unlearned: 25 Years in Customer Service + Complexity Avalanche: Overcoming the Threat to Technology Adoption + Consumption Economics: The New Rules of Tech
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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: 9.1 x 0.7 x 6.1 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: #2,204,152 in Books (See Top 100 in Books)

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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Most Helpful Customer Reviews

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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