The Service Council's Blog

John Carroll

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2016 Smarter Services Symposium Observations: Service is Humanity

Posted by John Carroll on Sep 22, 2016 1:39:13 PM

I love to gather my thoughts following our annual Smarter Services Symposium and reflect on the excitement which I believe resonates beyond the event to the broader service and customer support market. My colleagues will cover the strategic and tactical observations stemming from the event in a series of blogs which will be published in the next week+ leading up to next week’s Smarter Services Symposium Recap Webcast (Please Join Us September 27th @ 11am Eastern: Complimentary Registration). To kick this off, Sumair Dutta authored an initial summary blog (Three Days of Service Learning: Three Initial Takeaways). Our blogs and coverage of the event will aim to help you assimilate the ideas, methods and strategies we uncovered at the event which we believe to be groundbreaking.

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Topics: Service transformation, Service Management, News, customer success, Perspective, service culture, safety

What Drives Service-centric Behavior?

Posted by John Carroll on Mar 8, 2016 9:44:41 AM

Meet Joe. Joe is one of the most attentive and focused service technicians I have encountered in my life. What’s cool about Joe? He isn’t motivated by compensation. His focus is just a part of his DNA. Would compensation make him more motivated to be customer-centric? More on this in a few moments.

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Topics: Perspective, service culture, Compensation, customer centricity, employee engagement, Frances X. Frei, Motivation, people, Uncommon Service

Please Welcome the Newest Addition to The Service Council Advisory Board: Chris Westlake

Posted by John Carroll on Mar 3, 2016 12:54:37 PM

TSC is pleased to announce the newest addition to its Advisory Board: Chris Westlake - Vice President, Service of RK Mechanical, Inc.

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Topics: News, advisory board, Chris Westlake, HVAC, Mechanical, Small and Mid-Sized Business, SMB

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