{"id":1173,"date":"2019-09-01T01:53:30","date_gmt":"2019-08-31T15:53:30","guid":{"rendered":"http:\/\/books.ingeniusresults.com\/?p=1173"},"modified":"2019-10-01T19:16:38","modified_gmt":"2019-10-01T09:16:38","slug":"whats-missing-in-service-management","status":"publish","type":"post","link":"https:\/\/books.ingeniusresults.com\/?p=1173","title":{"rendered":"What&#8217;s missing in Service Management?"},"content":{"rendered":"\n<div class=\"wp-block-image\"><figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/books.ingeniusresults.com\/images\/Listen.png\" alt=\"Listen\" \/><\/figure><\/div>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/books.ingeniusresults.com\/images\/BadService.jpg\" alt=\"Service\" width=\"375\" height=\"375\" \/><\/figure><\/div>\n\n\n\n<p><p style=\"text-align: center\">\n<br>\n<strong><em> \nOnce upon a time, many years ago <br>Service meant something with slogans <br>like \"the customer is always right\".<br>\n<\/em><\/strong><\/p><\/p>\n\n\n\n<p>When <strong><em>mass marketing for profit<\/em><\/strong> and customer relations becomes <strong><em>an illusion of customer focus<\/em><\/strong>, customers soon <strong><em>confront the gaps<\/em><\/strong> in the organisation. Gaps that uncover <strong><em>loaded surveys<\/em><\/strong> designed to paint pretty pictures, useless services, <strong><em>hidden scams<\/em><\/strong>, processes that offer <strong><em>little flexibility<\/em><\/strong>, and the sinkhole between <strong><em>customer's expectations<\/em><\/strong> and services that they do not need or want.<br><br>\nUnfortunately, this is a <strong><em>trend that only gets worse<\/em><\/strong> as industries follow suit. <strong><em>More frazzle, dazzle<\/em><\/strong> and lip service than <strong><em>value, quality and integrity<\/em><\/strong>. Most might <strong><em>never have experienced quality service<\/em><\/strong> to accept this trend as options diminish with monopolies, oligopolies and an <strong><em>alignment of bad practices<\/em><\/strong>.  A <strong><em>fool's paradise<\/em><\/strong> until disrupted. <br><br>\n<strong><em>Customer Focus<\/em><\/strong> has become a <strong><em>misnomer for exploiting, scamming, and misleading<\/em><\/strong> customers with the illusion of useful services. Lip service like <strong><em>listening and improving<\/em><\/strong> is relative, yet distant from the customer\u2019s expectations. It\u2019s time to <strong><em>face the moment of truth<\/em><\/strong> and plan accordingly.<br><br>\n<strong><em>Discontent will only grow<\/em><\/strong> to <strong><em>welcome disruptions<\/em><\/strong> until the <strong><em>gaps are addressed<\/em><\/strong>, as discussed further in this article:<br><br>\n<\/p>\n\n\n\n<strong><ul class=\"wp-block-list\"><li>Take a number. Service minded?<\/li><li> Immature Artificial Intelligence, AI.<\/li><li> Fewer options and more fine print conditions <\/li><li> The window of opportunity<\/li><li>Reinvent or become another self-fulfilling prophesy<\/li><\/ul><\/strong>\n\n\n\n\n\n\n\n<p><strong>To read the rest of this or all articles <\/strong>either subscribe or download the article. <br> From opinions, counselling to pearls of wisdom: enjoy the inspiration, insights and ideas drawn from this article. May it trigger innovations as it is launched into public consciousness.<br> See below for options... <\/p>\n\n\n\n<p><br>\n<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Once upon a time, many years ago Service meant something with slogans like &#8220;the customer is always right&#8221;. When mass marketing for profit and customer<\/p>\n","protected":false},"author":17,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[15],"tags":[],"class_list":["post-1173","post","type-post","status-publish","format-standard","hentry","category-article"],"_links":{"self":[{"href":"https:\/\/books.ingeniusresults.com\/index.php?rest_route=\/wp\/v2\/posts\/1173","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/books.ingeniusresults.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/books.ingeniusresults.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/books.ingeniusresults.com\/index.php?rest_route=\/wp\/v2\/users\/17"}],"replies":[{"embeddable":true,"href":"https:\/\/books.ingeniusresults.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1173"}],"version-history":[{"count":7,"href":"https:\/\/books.ingeniusresults.com\/index.php?rest_route=\/wp\/v2\/posts\/1173\/revisions"}],"predecessor-version":[{"id":1211,"href":"https:\/\/books.ingeniusresults.com\/index.php?rest_route=\/wp\/v2\/posts\/1173\/revisions\/1211"}],"wp:attachment":[{"href":"https:\/\/books.ingeniusresults.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1173"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/books.ingeniusresults.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=1173"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/books.ingeniusresults.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=1173"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}