After noticing that increased customer service was yeilding positive feedback on the department, the bad instances began to stick out like a sore thumb. This talk was designed to put Customer Service directly in front of Technical People.
3. GEEK Definition Dictionary.com, "geek," in Dictionary.com Unabridged. Source location: Random House, Inc. http://dictionary.reference.com/browse/geek. Available: http://dictionary.reference.com. Accessed: October 20, 2009.
13. What is a Flywheel? Dictionary.com, "flywheel," in Dictionary.com Unabridged. Source location: Random House, Inc. http://dictionary.reference.com/browse/flywheel. Available: http://dictionary.reference.com. Accessed: October 20, 2009.
23. The Show Enotes.com, "All the world's a stage," in Enotes.com, Unabridged. Source location: eNotes.com, Inc. http://www.enotes.com/shakespeare-quotes/all-world-s-stage . Available: http://www.enotes.com . Accessed: October 20, 2009.
This is the GEEK Approach to taking better care of our clients and is based on my experiences as a successful IT consultant and years spent in Sales and Customer Service oriented endeavors. I have come to understand that technical folks see the world a little differently, more analytically perhaps. I too tend to look at efficiency as a primary indicator of success. We as a group tend to keep conversations short and to the point. Tend to see things, especially technical subjects, as black and white. We tend to think that everyone should, and do see the world as we do, because seriously, how could they not? Isn’t our version of the world obvious to them? Our world is ordered, based on cause and effect, and generally makes sense. I have some bad news… they don’t see it the same way we do, because if they did, we would not have any more ID10T, PEBCAC, or ‘Any’ key support calls. I have some more bad news… They never will. And worst of all… We must be the ones to make changes. I have put this talk together with the GEEK, Nerd, Technophile, Engineer, Technician, or Programmer in mind. We all share a very ordered, science based world view and therefore need a method of communication which makes sense in this context.