May 11, 2011

“What’s the best way for a customer to get satisfaction asap in #custserv?” TOPIC TRANSCRIPT #CUSTSERV May 10 2011

Transcript for May 10, 2011

“What’s the best way for a customer to get satisfaction

asap in #custserv?”

2011-05-11 to 2011-05-11 71 contributors

588 Twitter search results 152 retweets 264 @replies 14 links

Time User Tweet

2011-05-11 1:00 am barrypeters @GregOrtbach @JeffreyJKingman @marcio_saito @richardnatoli hi

Greg! #custserv

2011-05-11 1:00 am Marcio_Saito I work for Coffee Bean Technology, Social Sales SW tool.Enterprise

IT background. Companies only exist to serve customers #custserv

2011-05-11 1:00 am JeffreyJKingman @action_jay Welcome Jay #custserv

2011-05-11 1:00 am gregortbach Have we done brief introductions? Was brewing coffee to keep up

with the lighting round ;) #custserv

2011-05-11 1:00 am JeffreyJKingman @LovelyLu Welcome Lu! #custserv

2011-05-11 1:00 am royatkinson The @CustServGreeter and I are missing the chat this evening -

Have fun, behave and enjoy. #custserv

2011-05-11 1:00 am Natasha_D_G Hello gang! #custserv

2011-05-11 1:01 am JeffreyJKingman Tonight’s topic: “What’s the best way for a customer to get satisfaction

asap in #custserv?”. #custserv

2011-05-11 1:01 am RichardNatoli Work for PC Helps Support as Dir of Acct. Mgmt. #custserv

2011-05-11 1:01 am gregortbach Work in tech for a team of rockstars. Sometimes I’m tour manager,

sometimes a roadie, & sometimes I just pick out the brown m&ms

#custserv

2011-05-11 1:01 am MarshaCollier Hello! I’m co-founder of #custserv - author of over 35 books including

the Ultimate Online Customer Service Guide htt;://bit.ly/custsrv

2011-05-11 1:01 am JeffreyJKingman CEO of @chalkboarder; 20 yrs prior career hospitality management

#custserv

2011-05-11 1:01 am MarshaCollier Tonight’s topic: “What’s the best way for a customer to get satisfaction

asap in #custserv?”

2011-05-11 1:01 am gregortbach @Natasha_D_G Good evening Natasha – great to see you.

#custserv

2011-05-11 1:01 am RichardNatoli @barrypeters How long should I wait to give my snarky answer to the

chat question tonight? :) #custserv

2011-05-11 1:01 am JeffreyJKingman @Natasha_D_G Welcome Natasha! #custserv

2011-05-11 1:01 am JeffreyJKingman @MarshaCollier Hey there, Marsha! #custserv

2011-05-11 1:01 am BobChieppa b2b Social Media & digital care 4 telco. Oversee community and

managed contact centers previously. #custserv

2011-05-11 1:02 am gregortbach Blink and you’ll miss @royatkinson aka #theroy #custserv

2011-05-11 1:02 am gregortbach I was going to time you… ;P @RichardNatoli @barrypeters

#custserv

2011-05-11 1:02 am action_jay @RichardNatoli you have one prepared too, eh? #custserv

2011-05-11 1:02 am BobChieppa @JeffreyJKingman good evening sir. #custserv

2011-05-11 1:02 am MarshaCollier @RichardNatoli Ready for ALL your snarky responses tonight

#custserv

2011-05-11 1:02 am barrypeters #CEX and Compliance leader for #Custserv outsourcer serving

pharma and CPG verts

2011-05-11 1:02 am gregortbach @marshacollier – Good evening! #custserv

2011-05-11 1:02 am RichardNatoli @MarshaCollier Okay, then I’ll prepare my first one! #custserv

2011-05-11 1:02 am JeffreyJKingman @gregortbach @royatkinson Branding? #TheRoy #custserv

2011-05-11 1:02 am carolyn_ray Hi Gang, Carolyn the Enthusiastic Planner here…topic please?n

#custserv

2011-05-11 1:03 am gregortbach @carolyn_ray Welcome Carolyn #custserv

2011-05-11 1:03 am JeffreyJKingman @carolyn_ray Welcome Carolyn! “What’s the best way for a customer

to get satisfaction asap in #custserv?”. #custserv

2011-05-11 1:03 am jodyrogers RT @MarshaCollier: Tonight’s topic: “What’s the best way for a

customer to get satisfaction asap in #custserv?”

2011-05-11 1:03 am Exal_online Hello #CustServ  :)

2011-05-11 1:03 am barrypeters @action_jay AJ. hi! #custserv

2011-05-11 1:03 am theflaggagency Chuck & Laura Flagg cruise specialist travel agents, parents to one

daughter, owned by one weimaraner #custserv

2011-05-11 1:03 am robertheadley Robert Headley – Customer Service expert #custserv

2011-05-11 1:03 am JeffreyJKingman @jodyrogers Hi Jody! #custserv

2011-05-11 1:03 am action_jay @Exal_online good to see you! #custserv

2011-05-11 1:04 am BobChieppa @GregOrtbach good evening Greg! #custserv

2011-05-11 1:04 am JeffreyJKingman @Exal_online Hello and welcome. #custserv

2011-05-11 1:04 am gregortbach @Exal_online & @theflaggagency, @robertheadley – welcome!

#custserv

2011-05-11 1:04 am karimacatherine I am in for this chat ! RT @marshacollier: Tonight’s topic: “What’s the

best way for a customer to get satisfaction asap in #custserv?”

2011-05-11 1:04 am Exal_online What’s the best way for a customer to get satisfaction asap in

#custserv?

2011-05-11 1:04 am rjamestaylor @MarshaCollier fastest way to satisfaction? Know what you want,

what the company offers and ask for it. #custserv

2011-05-11 1:04 am JeffreyJKingman @theflaggagency Welcome :) #custserv

2011-05-11 1:04 am Schnik Really wish i could participate! RT @MarshaCollier Tonight’s topic:

What’s the best way for a customer to get satisfaction asap in

#custserv

2011-05-11 1:04 am Vivisimo_Inc Good evening all. Tracey Mustacchio here #custserv

2011-05-11 1:04 am JeffreyJKingman @robertheadley Nice to see you Robert #custserv

2011-05-11 1:04 am RichardNatoli Best way to get satisfaction ASAP in #custserv? Stop doing biz with

companies that suck at service. It’s simple as that.

2011-05-11 1:04 am carolyn_ray The easy answer…do it right the first time! #custserv

2011-05-11 1:04 am JessKalbarczyk I’m so antsy to get talking about this topic :-) #custserv

2011-05-11 1:04 am karimacatherine Hi, I am glad to be able to join #custserv

2011-05-11 1:04 am robertheadley Customers want You to take ownership of their issue. if you do, That

is customer satisfaction#custserv

2011-05-11 1:04 am JeffreyJKingman @karimacatherine Welcome here! #custserv

2011-05-11 1:05 am barrypeters RT @robertheadley: Customers want You to take ownership of their

issue. if you do, That is customer satisfaction. #custserv

2011-05-11 1:05 am JeffreyJKingman @rjamestaylor Welcome in :) #custserv

2011-05-11 1:05 am theflaggagency @JeffreyJKingman To answer your topic question, companies need

to start putting their employees first and romance them! #custserv

2011-05-11 1:05 am gregortbach Be available on the channel of your customer’s choice & listen.

#thatisall #custserv

2011-05-11 1:05 am JeffreyJKingman @Vivisimo_Inc Hi Tracey #custserv

2011-05-11 1:05 am MarshaCollier @Schnik Please jump in! Just be sure to hashtag your tweets

#custserv

2011-05-11 1:05 am gregortbach @karimacatherine Welcome! #custserv

2011-05-11 1:05 am JeffreyJKingman @Schnik Oh join us! #custserv

2011-05-11 1:05 am theflaggagency @GregOrtbach @JeffreyJKingman thanks for the welcome

#custserv

2011-05-11 1:05 am Marcio_Saito Customer Satisfaction? One word: Empathy #custserv

2011-05-11 1:05 am JessKalbarczyk Hands down. Social Media is revolutionizing and setting the bar high

for better #custserv. Want satisfaction? Find your brand there…

2011-05-11 1:05 am action_jay As a customer, you need to realize the agent is there to help you.

Work together, don’t be an opposing force. #custserv

2011-05-11 1:05 am rjamestaylor @MarshaCollier 2ndly: find out how the company is setup to deliver

service & try to work in those parameters. It’s faster/better #custserv

2011-05-11 1:05 am erikabarbosa @MarshaCollier Acknowledgement #custserv

2011-05-11 1:06 am CompassDontLie Good Evening #CustServ! Strategic Innovation and Marketing

focused; it is through customer insights that orgs. gain an

edge/sustainability

2011-05-11 1:06 am MarshaCollier Q1 What percent of your customers try to reach your company for

customer service via phone? #custserv

2011-05-11 1:06 am Vivisimo_Inc RT @gregortbach: Be available on the channel of your customers

choice & listen. #thatisall #custserv

2011-05-11 1:06 am BobChieppa I 2nd that! @gregortbach: Be available on the channel of your

customer’s choice & listen. #thatisall #custserv

2011-05-11 1:06 am Exal_online @robertheadley Great point. Customers in charge of their own

products and responsible for what they have is a great step in

#custserv

2011-05-11 1:06 am JessKalbarczyk YES! RT @action_jay: As a customer, you need to realize the agent

is there to help you. Work together, don’t be an opposing force.

#custserv

2011-05-11 1:06 am JeffreyJKingman @erikabarbosa Joining us? Welcome! #custserv

2011-05-11 1:06 am RichardNatoli @MarshaCollier A1: Exactly the percentage of customers that prefer

phones over any other channel. :) #custserv

2011-05-11 1:06 am jodyrogers I’m about to jump into a chat, please excuse my excessive tweets

#custserv

2011-05-11 1:06 am JeffreyJKingman @CompassDontLie Nice to see you here.. #custserv

2011-05-11 1:06 am action_jay @rjamestaylor rocking it! How in depth should we expect customers

to know “the system”? #custserv

2011-05-11 1:06 am gregortbach @MarshaCollier 20% – email still 1st choice for us #custserv

2011-05-11 1:06 am barrypeters @MarshaCollier 80-90% depending on company (n=46)n #custserv

2011-05-11 1:07 am BobChieppa Answering their questions in a reasonable Service Level in peferred

Channel. Do you have appropriate Service Levels? #custserv

2011-05-11 1:07 am carolyn_ray @action_jay I dig the new avatar! and @jeffreyjkingman, glad to see

you are still alive! #custserv

2011-05-11 1:07 am MarshaCollier @RichardNatoli Are phone conversations the bulk of your #custserv

?

2011-05-11 1:07 am gregortbach That was fast! @RichardNatoli @MarshaCollier #custserv

2011-05-11 1:07 am MichaelWillett RT @MarshaCollier: Q1 What percent of your customers try to reach

your company for customer service via phone? #custserv

2011-05-11 1:07 am robertheadley Customers aren’t always right, However, that doesn’t mean you can

treat them like they are wrong. #custserv

2011-05-11 1:07 am Vivisimo_Inc A1: Most of our cust use phone/email Prob less than 1% contact us

by twitter – B2B vs B2C #custserv

2011-05-11 1:07 am barrypeters @carolyn_ray hi Carolyn! #custserv

2011-05-11 1:07 am RichardNatoli @MarshaCollier Absolutely. But, I’m going for a diff point on this.

The answer will be much diff if you asked about SM. #custserv

2011-05-11 1:07 am JeffreyJKingman @carolyn_ray I’ve missed getting in late night chat with you :)

#custserv

2011-05-11 1:07 am LovelyLu A1 I’d say about 10% They go through email or our ticket systems first

#custserv

2011-05-11 1:07 am rjamestaylor @action_jay on the company side, it’s imperative that the service

process be clearly defined #custserv

2011-05-11 1:07 am action_jay @MarshaCollier in Cable land it was a high percentage by phone. In

web service world, skews much more to email support. #custserv

2011-05-11 1:08 am erikabarbosa @JeffreyJKingman Thank you@ #custserv

2011-05-11 1:08 am Natasha_D_G @barrypeters @MarshaCollier Really depends on the org and the

culture they’ve cultivated. #custserv

2011-05-11 1:08 am JeffreyJKingman @MichaelWillett Good to see you in the chat! #custserv

2011-05-11 1:08 am Marcio_Saito Phone? That machine with buttons with number on it? #custserv

2011-05-11 1:08 am BobChieppa Online then phones RT@MarshaCollier Q1 What percent of your

customers try to reach your company for customer service via phone?

#custserv

2011-05-11 1:08 am gregortbach @vivismo_inc, @BobChieppa Thanks for the RT @gregortbach Be

available on the channel of your customers choice & listen. #custserv

2011-05-11 1:08 am barrypeters RT @Marcio_Saito: Phone? That machine with buttons with number

on it? #custserv < so 21st century :)

2011-05-11 1:09 am JeffreyJKingman @Marcio_Saito rotary dial – clik clik clik… clik… clik clik clik clik clik

#custserv

2011-05-11 1:09 am Marcio_Saito I think customers go more and more towards e-mail (and SM in

future). Phone is for resolution #custserv

2011-05-11 1:09 am jodyrogers @action_jay agreed, but when passion/anger kicks in – you’ve got to

have agents trained how to convince them they’re on your side

#custserv

2011-05-11 1:09 am Exal_online @action_jay Phone #custserv will never die to a lot of customers, but

I wish it would. Email/Social Media support will be the norm soon.

2011-05-11 1:09 am gregortbach It’s beside that fax thingy @barrypeters @Marcio_Saito #custserv

2011-05-11 1:09 am barrypeters @Natasha_D_G @barrypeters @MarshaCollier agree and the

channels they have marketed through!n #custserv

2011-05-11 1:09 am SamsungJessica @marshacollier Roughly 50% is phone for us. Other is online

support:email/chat, troubleshooting, FAQ & of course social media :-)

#custserv

2011-05-11 1:09 am jodyrogers I’d put $ on > 90% RT @MarshaCollier: Q1 What percent of your

customers try to reach your company for customer service via phone?

#custserv

2011-05-11 1:10 am MarshaCollier @JodyRogers WoW! #custserv

2011-05-11 1:10 am robertheadley Well, you should always use the richest form of communication

available to you. #custserv

2011-05-11 1:10 am JeffreyJKingman @Exal_online How many more years til phone dies? #custserv

2011-05-11 1:10 am barrypeters @SamsungJessica @marshacollier Samsung is really leading the

way in channel choice! #custserv

2011-05-11 1:10 am action_jay @JodyRogers right. Add in the idea that customers aren’t trained for

managing stress like agents, and it can get messy. #custserv

2011-05-11 1:10 am robertheadley Mankind will never stop talking to each other, so the phone or some

variation there of will always exist. #custserv

2011-05-11 1:10 am Exal_online @JeffreyJKingman Do you think phone lines all together will die?

Does anyone have a landline to call #custserv with?

2011-05-11 1:11 am gregortbach @MarshaCollier @JodyRogers Interestingly I wonder if resolution

tends to be quicker as opposed to email & ticket systems #custserv

2011-05-11 1:11 am MarshaCollier Q2 Do you start #custserv online and then prompt them to toll free

number? (spent 2 hours myself today with @Citi)

2011-05-11 1:11 am JeffreyJKingman @robertheadley Welcome to the chat tonight.. #custserv

2011-05-11 1:11 am action_jay @Tymchatyn thanks! Feel free to peek in on my friends on the

#custserv chat. Very lively discussion going on.

2011-05-11 1:11 am gregortbach Are we talking #skype? j/k @JeffreyJKingman @Exal_online

#custserv

2011-05-11 1:11 am robertheadley @JeffreyJKingman Thanks #custserv

2011-05-11 1:11 am Natasha_D_G @Exal_online @JeffreyJKingman Gave up land line a loooooong time

ago! #custserv

2011-05-11 1:12 am Exal_online @GregOrtbach @JefferyJKingman Microsoft Skype…. Ewwwww….

#custserv

2011-05-11 1:12 am RichardNatoli A2: I think it’s important to conduct the convo in the medium the cust

prefers, unless you have a compelling reason not to. #custserv

2011-05-11 1:12 am JeffreyJKingman @Exal_online I think hard wire phones will eventually phase out

worldwide #custserv

2011-05-11 1:12 am action_jay @Exal_online here’s hoping. Really depends on the user base and

industry though. #custserv

2011-05-11 1:12 am MarshaCollier Resolution is no doubt quicker IF customer isn’t transferred multiple

times? On rep can answer Qs? cc @GregOrtbach #custserv

2011-05-11 1:12 am Marcio_Saito @Exal_online: @JeffreyJKingman think phone lines all together will

die? < I think phones stay for resolution, not first contact #custserv

2011-05-11 1:12 am Vivisimo_Inc Q2: We start online. Also allow self service options. If cust can find

own answers it limits calls #custserv

2011-05-11 1:12 am SamsungJessica TY! We take it seriously :) RT @barrypeters: @SamsungJessica

@MarshaCollier Samsung is really leading the way in channel choice!

#custserv

2011-05-11 1:12 am JeffreyJKingman @Exal_online 1st world: 5 years, 2nd world, 8 years, 3rd world not

sure #custserv

2011-05-11 1:12 am barrypeters RT @RichardNatoli: its important to conduct the convo in the medium

the cust prefers, unless you have a compelling reason not to.

#custserv

2011-05-11 1:12 am MarshaCollier Gonna be trouble RT @Exal_online: @GregOrtbach

@JefferyJKingman Microsoft Skype…. Ewwwww…. #custserv

2011-05-11 1:12 am ImMarkBernhardt RT @RichardNatoli: A2: I think it’s important to conduct the convo in

the medium the cust prefers, unless you have a compelling reason

not to. #custserv

2011-05-11 1:13 am robertheadley I believe in one call resolution if at all possible, no transferring, if you

can do it, do it. Who cares about process. #custserv

2011-05-11 1:13 am MarshaCollier @SamsungJessica Hmmm, I’ve never had #custserv with any of my

Samsung products

2011-05-11 1:13 am RichardNatoli @MarshaCollier Phones get a bad rap simply b/c call center leaders

can’t run a call center. It’s them not phones that suck. #custserv

2011-05-11 1:13 am BobChieppa What ever their perferred channel is ensure you can get them to who

can resolve their issue internally or with Vendor. #custserv

2011-05-11 1:13 am Marcio_Saito RT @marshacollier: Q2 Do you start #custserv online and then

prompt them to toll free number? (spent 2 hours myself today with

@Citi)

2011-05-11 1:13 am Vivisimo_Inc @MarshaCollier @GregOrtbach Very imp’t for reps to have access to

relevant information to ans. quickly – #custserv

2011-05-11 1:13 am JeffreyJKingman RT @RichardNatoli:Phones get a bad rap simply b/c call center

leaders cant run a call center. Its them not phones that suck.

#custserv

2011-05-11 1:13 am kerrilee_auger Thanks for including us! @cathy_goddard of Lighthouse Visionary

Strategies http://owl.li/4RHzd #thoughtleader #custserv

2011-05-11 1:14 am MarshaCollier @RichardNatoli If constant transferring is a barrier to good #custserv

- how can one rep do it?

2011-05-11 1:14 am carolyn_ray 100% RT @RichardNatoli: Its important to conduct the convo in the

medium the cust prefers, unless u have a real reason not 2

#custserv

2011-05-11 1:14 am jodyrogers @GregOrtbach & @MarshaCollier We’ve come a long ways, but

Energy still has “old school” thinking internally and with customers

#custserv

2011-05-11 1:14 am action_jay @robertheadley first call resolution is my favorite stat to track. Well

worth handle time if you cut down on repeat calls #custserv

2011-05-11 1:14 am JeffreyJKingman @kerrilee_auger @cathy_goddard Welcome to our chat tonight!

#custserv

2011-05-11 1:14 am gregortbach Hate to do this too you all so early but need to grab the freshly

brewed coffee so #zappos – yes, I said it. #custserv

2011-05-11 1:14 am MarshaCollier Most important! RT @Vivisimo_Inc Very imp’t for reps to have access

to relevant information to ans. quickly – #custserv

2011-05-11 1:14 am barrypeters @RichardNatoli snark snark! :D #custserv

2011-05-11 1:14 am Vivisimo_Inc @RichardNatoli @MarshaCollier Phones don’t suck -

untrained/unequipped employees cause the prob. #custserv

2011-05-11 1:14 am RichardNatoli @MarshaCollier If a company has to constantly transfer then their

system is set up for the company, not customer. #custserv

2011-05-11 1:14 am erikabarbosa @JeffreyJKingman @Exal_online I completely agree #custserv

2011-05-11 1:14 am Natasha_D_G Agreed RT @RichardNatoli: Its important to conduct the convo in the

medium the cust prefers, unless u have a real reason not 2

#custserv

2011-05-11 1:14 am MarshaCollier TRUE: RT @RichardNatoli: If a company has to constantly transfer

then their system is set up for the company, not customer. #custserv

2011-05-11 1:14 am rjamestaylor RT @MarshaCollier: Most important! RT @Vivisimo_Inc Very imp’t for

reps to have access to relevant information to ans. quickly -

#custserv

2011-05-11 1:14 am barrypeters @bobchieppa beautiful Bob. splendidly put! #custserv

2011-05-11 1:14 am Exal_online #custserv should be googling your answer. If the information isn’t

available, the company sucks at #custserv

2011-05-11 1:15 am robertheadley RT @RichardNatoli: @MarshaCollier If a company has to constantly

transfer then their system is set up for the company, not customer.

#custserv

2011-05-11 1:15 am allegiancetweet Great article on the elements of good customer service #custserv

http://bit.ly/jQQaVC

2011-05-11 1:15 am carolyn_ray I always prefer to to get on the phone…seems easier to me #custserv

2011-05-11 1:15 am Exal_online Double #custserv hashtag… what does it mean?

2011-05-11 1:15 am RichardNatoli @Exal_online What do you mean by that? #custserv #custserv

2011-05-11 1:15 am Natasha_D_G Me too! RT @carolyn_ray: I always prefer to to get on the

phone…seems easier to me #custserv

2011-05-11 1:15 am JeffreyJKingman @allegiancetweet Welcome to the chat tonight.. #custserv

2011-05-11 1:15 am barrypeters @Exal_online super..n #custserv

2011-05-11 1:15 am robertheadley customers don’t expect you to know everything, they do expect you to

find the answer though. #custserv

2011-05-11 1:16 am MarshaCollier @bobchieppa Do you use online chat or FAQ pages? both?

#custserv

2011-05-11 1:16 am BobChieppa @barrypeters thank you Barry! #custserv

2011-05-11 1:16 am MarshaCollier WELL PUT: RT @robertheadley: customers don’t expect you to know

everything, they do expect you to find the answer though. #custserv

2011-05-11 1:16 am JeffreyJKingman @Exal_online Double the fun!

2011-05-11 1:16 am SamsungJessica A2. We do almost all online. Troubleshoot, set up service, send parts.

Our phone support work w/ cust for exchanges/returns. #custserv

2011-05-11 1:16 am ImMarkBernhardt +1 RT @barrypeters: @bobchieppa beautiful Bob. splendidly put!

#custserv

2011-05-11 1:17 am Exal_online @RichardNatoli In a perfect world, I should be able to google my

issues, and resolve them. Tutorials, video’s, information #custserv

2011-05-11 1:17 am marie_m_clark Some prefer email to phones; cust can do things on their own

schedulen #custserv

2011-05-11 1:17 am action_jay somewhat back on topic, from the customer’s point of view what

channel would YOU choose first to ensure better #custserv?

2011-05-11 1:17 am jodyrogers @robertheadley I know some front line agents who would disagree

with you ;) #custserv

2011-05-11 1:17 am instapulse RT @kerrilee_auger: Thanks for including us! @Cathy_Goddard of

Lighthouse Visionary Strategies http://owl.li/4RHzd #thoughtleader

#custserv

2011-05-11 1:17 am carolyn_ray @MarshaCollier I appreciate a good FAQ page but too often the

answers just aren’t applicable, or you need a walk through #custserv

2011-05-11 1:17 am jodyrogers RT @action_jay: somewhat back on topic, from the customer’s point

of view what channel would YOU choose first to ensure better

#custserv?

2011-05-11 1:17 am Vivisimo_Inc They expect u to know MORE RT @robertheadley: customers dont

expect you to know everything, they do expect you to find the answer

#custserv

2011-05-11 1:17 am Marcio_Saito RT @robertheadley: cust don’t expect you to know everything, they

expect you to find the answer though. #custserv | ok, empathy not

enough

2011-05-11 1:17 am JeffreyJKingman @Exal_online @RichardNatoli Problem is, most #custserv self-help

not SEO tagged well #custserv

2011-05-11 1:17 am RichardNatoli @Exal_online In a perfect world. Unfortunately in this flawed world

you can’t even get help from employees in many cases. #custserv

2011-05-11 1:17 am BobChieppa @MarshaCollier Portals, FAQs, Forums, with Chat available on

landing pages #custserv.

2011-05-11 1:18 am MarshaCollier Q3: Which do you use for Online #custserv Chat vs. Email vs

Interactive answers?

2011-05-11 1:18 am barrypeters @action_jay social media. thousands of eavesdroppers. companies

have to get it right! #custserv

2011-05-11 1:18 am LovelyLu And find the answer in a timely fashion! #custserv

2011-05-11 1:18 am Exal_online @RichardNatoli That comes down to is your service/product too

complicated, and what are you doing to make it that way? #custserv

2011-05-11 1:18 am gregortbach Personally I prefer phones or email to automated ticket systems.I am

all 4 these in the b.g., but don’t make me use em. #custserv

2011-05-11 1:18 am RichardNatoli @JeffreyJKingman I think the bigger problem is 99.999999999% of

root issues can’t be captured in an FAQ. #custserv

2011-05-11 1:18 am MarshaCollier @action_jay Good point. Isn’t it waht the customer wants? #custserv

2011-05-11 1:18 am theflaggagency @JeffreyJKingman A winning company would spend more on their

#custserv department/call-centers than they do on marketing

#custserv

2011-05-11 1:18 am robertheadley Customer Service and Sales exist on a sliding rule. Most companies

sacrifice one for the other. #custserv

2011-05-11 1:18 am jodyrogers @action_jay Depends on the company, but for me it’s 1) online 2)

phone 3) in person 4) Creative approach… #custserv

2011-05-11 1:18 am carolyn_ray Is that such a ridiculous request? RT @Vivisimo_Inc: They expect u

to know MORE #custserv

2011-05-11 1:18 am Marcio_Saito @action_jay e-mail or SM for first contact, if problem complex, phone

for resolution #custserv

2011-05-11 1:18 am BobChieppa @ImMarkBernhardt @barrypeters Thanks Mark & Barry for the RT!

#custserv

2011-05-11 1:19 am MarshaCollier @carolyn_ray A Well written FAQ (check thinkgeek.com) also links to

related answers, Can be done well #custserv

2011-05-11 1:19 am marie_m_clark agree with @action_jay that first call (or contact) resolution rules for

cust sat asap #custserv

2011-05-11 1:19 am JessKalbarczyk @action_jay I always prefer social media. I don’t know what it is but

something about it feels more personal these days. #custserv

2011-05-11 1:19 am ScottMTownsend RT @MarshaCollier: WELL PUT: RT @robertheadley: customers

don’t expect you to know everything, they do expect you to find the

answer though. #custserv

2011-05-11 1:19 am action_jay A3 I’ll search an answer first, if there’s a system like @getsatisfaction

or @zendesk in place, then email or Twitter #custserv

2011-05-11 1:19 am JeffreyJKingman @ImMarkBernhardt Welcome to the chat! #custserv

2011-05-11 1:19 am gregortbach @jodyrogers I love the “creative” part. Screen casting does wonders

in this dept. #custserv

2011-05-11 1:19 am RichardNatoli @Exal_online In some cases you are correct. But think complex

financial relationships, or experiential issues. #custserv

2011-05-11 1:19 am robertheadley You need confidence, if you don’t have that, fake it until you make it.

#custserv

2011-05-11 1:19 am Vivisimo_Inc @RichardNatoli @JeffreyJKingman Add to that emps not being able

to access FAQ quickly or having to comb through a list #custserv

2011-05-11 1:19 am JeffreyJKingman @marie_m_clark Thanks for stopping in! #custserv

2011-05-11 1:19 am MarshaCollier @bobchieppa Which chat client are you using? Your own? White

label? #custserv

2011-05-11 1:20 am JeffreyJKingman @ScottMTownsend Hey! You made it! :) #custserv

2011-05-11 1:20 am JeffreyJKingman RT @MarshaCollier: Q3: Which do you use for Online #custserv

Chat vs. Email vs Interactive answers? #custserv

2011-05-11 1:20 am Exal_online @RichardNatoli I’d rather watch a couple videos online by an expert,

than talk to some stranger at a bank about financial advice #custserv

2011-05-11 1:20 am marie_m_clark @JeffreyJKingman Thanks! Been having issues with tweetchat today

:-( #custserv

2011-05-11 1:20 am robertheadley An angry customer is a problem that needs solving, not an enemy that

needs vanquished. #custserv

2011-05-11 1:20 am ImMarkBernhardt Offer phone, email, chat, Twitter, etc. as you have staff. Set

expectations for follow-up time and follow through on those.

#custserv

2011-05-11 1:20 am MarshaCollier I find it sad that I can accomplish more in a 10 minute bank visit than I

can for 2 hours on SM/chat/phone with bank #custserv

2011-05-11 1:21 am MarshaCollier So we all feel that we need to offer what the customer is comfortable

@ImMarkBernhardt #custserv

2011-05-11 1:21 am Natasha_D_G Q3: For online service I rather the live chat options…most times I hunt

the ph number #custserv

2011-05-11 1:21 am Exal_online @RichardNatoli There will always be a requirement to have someone

to yell at though. #custserv

2011-05-11 1:21 am JeffreyJKingman @MarshaCollier What if you live-vid conf w/bank? Would it be same

as in-store? #custserv

2011-05-11 1:21 am marie_m_clark channel for fast #custserv and high cust sat depends on cust and

problem. no one best answer #custserv

2011-05-11 1:21 am RichardNatoli @Exal_online But isn’t that more information than service? (videos)

#custserv

2011-05-11 1:21 am barrypeters RT @MarshaCollier: So we all feel that we need to offer what the

customer is comfortable @ImMarkBernhardt #custserv .. yes, IMHO

2011-05-11 1:21 am jodyrogers Email + SoMe RT @MarshaCollier: Q3: Which do you use for Online

#custserv Chat vs. Email vs Interactive answers?

2011-05-11 1:21 am gregortbach One edit RT @robertheadley: An angry customer is an

OPPORTUNITYthat needs solving, not an enemy that needs

vanquished. #custserv

2011-05-11 1:21 am robertheadley @MarshaCollier if everyone takes the shortcut, it isn’t a shortcut

anymore. #traffic #custserv

2011-05-11 1:22 am BobChieppa @MarshaCollier LivePerson is what I am using, but I have used

others with some bad results #custserv 3rd Chat company was the

charm.

2011-05-11 1:22 am MarshaCollier Q4: How is your customer adaptation to the online services (if you are

not a tech company)? #custserv

2011-05-11 1:22 am MarshaCollier @bobchieppa Good to knwo #custserv

2011-05-11 1:22 am Exal_online @RichardNatoli Why talk to a #custserv expert when you can be the

custserv expert? If I can educate myself, I can skip the hassle.

2011-05-11 1:22 am JeffreyJKingman RT @MarshaCollier: Q4: How is your customer adaptation to the

online services (if you are not a tech company)? #custserv

2011-05-11 1:22 am ImMarkBernhardt @MarshaCollier Goes to what I’ve said earlier in #custserv – be

where the customer is, to provide the help as requested.

2011-05-11 1:22 am marie_m_clark RT @barrypeters: RT @MarshaCollier: So we all feel that we need to

offer what the customer is comfortable @ImMarkBernhardt

#custserv

2011-05-11 1:22 am CompassDontLie #custserv independently of the channel of comm. (email, phone,

social media, etc) prompt follow up, manners, and courtesy are

essential…

2011-05-11 1:22 am gregortbach This is a key ? RT @MarshaCollier: Q4: How is your customer

adaptation to the online services (if you are not a tech company)?

#custserv

2011-05-11 1:23 am MarshaCollier True that: RT @robertheadley: @MarshaCollier if everyone takes the

shortcut, it isn’t a shortcut anymore. #traffic #custserv

2011-05-11 1:23 am RichardNatoli @Exal_online Can you tell yourself why your bank deposit was

credited for $10.00 instead of $100.00?Can you fix that with a video?

#custserv

2011-05-11 1:23 am robertheadley @GregOrtbach fair enough, I have a habbit of being matter of

fact/blunt. #custserv

2011-05-11 1:23 am Vivisimo_Inc Engage with the cust where they are – depends on if boomer/gen

x/gen y – soon gen z @MarshaCollier: @ImMarkBernhardt

#custserv

2011-05-11 1:23 am MarshaCollier Excellent comment! #custserv RT @MissRaquelR: @MarshaCollier

the art of doing business in-person. #goodoldthing

2011-05-11 1:23 am barrypeters @MarshaCollier to @bobchieppa s point get them where thet want to

be be (channel) to resolve issue #custserv

2011-05-11 1:24 am MarshaCollier @GregOrtbach ? #custserv

2011-05-11 1:24 am Exal_online @RichardNatoli Like I said before; we always need to be able to yell

at someone :P #custserv

2011-05-11 1:24 am Coxymoney If I ever needed help with anything #custserv related, I’d simply just

reach out to my dear friend @MarshaCollier. #gotitlikethat #custserv

2011-05-11 1:24 am robertheadley machines do not build rapport or convey empathy. #custserv

2011-05-11 1:24 am JeffreyJKingman @theflaggagency Word #custserv

2011-05-11 1:24 am jodyrogers Slow & growing #Energy RT @MarshaCollier: Q4: How is your

customer adaptation to online services (if you are not a tech

company)? #custserv

2011-05-11 1:24 am gregortbach @MarshaCollier Ran out of room… meant this is a key question (non

tech company customers adaptation) ;) #custserv

2011-05-11 1:24 am RichardNatoli @Exal_online Indeed we do. And when that doesn’t work we

complain about them on Twitter….Right @avalonflooring? :)

#custserv

2011-05-11 1:24 am Natasha_D_G Q4: Adapt or host your own memorial service. Orgs must be agile and

move with cust/mrkt demands #custserv

2011-05-11 1:24 am Marcio_Saito RT @robertheadley: machines do not build rapport or convey

empathy. #custserv | and empathy is key

2011-05-11 1:24 am JeffreyJKingman @Coxymoney Welcome to chat tonight :) #custserv

2011-05-11 1:25 am MarshaCollier I rarely find the animated robot responses amusing RT

@robertheadley: machines do not build rapport or convey empathy.

#custserv

2011-05-11 1:25 am brandirahill RT @MarshaCollier: Q4: How is your customer adaptation to the

online services (if you are not a tech company)? #custserv

2011-05-11 1:25 am MarshaCollier @Exal_online Too bad we have to yell, eh? #custserv

2011-05-11 1:25 am ScottMTownsend RT @JeffreyJKingman @ScottMTownsend Hey! You made it! :)

#custserv <–Howdy!!

2011-05-11 1:25 am ImMarkBernhardt @MarshaCollier has a book out for savvy boomers/seniors… RT

@Vivisimo_Inc: [...] depends on if boomer/gen x/gen y – soon gen z

#custserv

2011-05-11 1:25 am Exal_online @MarshaCollier I dunno. I like yelling sometimes #custserv

2011-05-11 1:25 am jodyrogers #DoesNotCompute RT @robertheadley: machines do not build

rapport or convey empathy. #custserv

2011-05-11 1:25 am tatn +1 RT @MarshaCollier Excellent comment! #custserv RT

@MissRaquelR @MarshaCollier the art of doing business in-person.

#goodoldthing

2011-05-11 1:26 am action_jay @RichardNatoli @Exal_online I’m still squeamish about complaining

in public to shame a company. #custserv

2011-05-11 1:26 am theflaggagency RT @robertheadley: machines do not build rapport or convey

empathy. #custserv

2011-05-11 1:26 am MarshaCollier @Natasha_D_G Good point #custserv

2011-05-11 1:26 am LovelyLu We keep adding to our online services just instituted live chat

#custserv

2011-05-11 1:26 am Vivisimo_Inc Q4: Orgs must adapt – I really admire orgs that embrace technology.

#custserv

2011-05-11 1:26 am Exal_online @action_jay Gotta get over that. #custserv is all about releasing your

feelings.

2011-05-11 1:26 am RichardNatoli Beware of upcoming snarkiness: I hate when “experts” tell me

#custserv future is in SM yet none of their customers are using SM.

:)

2011-05-11 1:26 am MarshaCollier I’m getting better at it RT @action_jay I’m still squeamish about

complaining in public to shame a company. #custserv

2011-05-11 1:26 am Exal_online Gotta go help the lady with the groceries! home #custserv

2011-05-11 1:26 am gregortbach Now you’re talking like a CanadiEHn! @MarshaCollier @Exal_online

“Too bad we have to yell, eh?” #custserv

2011-05-11 1:27 am Natasha_D_G So very true RT @theflaggagency: RT @robertheadley: machines do

not build rapport or convey empathy. #custserv

2011-05-11 1:27 am gregortbach Fair enough :) @robertheadley @GregOrtbach #custserv

2011-05-11 1:27 am RichardNatoli @action_jay I absolutely hate complaining in public, but when a

company ( @avalonflooring ) won’t help in person, I will. :)

#custserv

2011-05-11 1:27 am carolyn_ray @Vivisimo_Inc I appreciate tech but if you can’t use it well…

#custserv

2011-05-11 1:28 am Vivisimo_Inc @RichardNatoli Funny… but I agree. It really depends on the org. I

find its more prominent in consumer driven orgs. #custserv

2011-05-11 1:28 am MarshaCollier @Vivisimo_Inc I wrote a chapter on just that in http://bit.ly/custsrv -

generations need different hand holding #custserv

2011-05-11 1:28 am RichardNatoli @MarshaCollier May be at the start of a 10 year cycle, yet that would

mean we are at end of a 50yr phone cycle that few mastered.

#custserv

2011-05-11 1:28 am gregortbach @carolyn_ray @Vivisimo_Inc Perhaps the key is using tech to deliver

an “un techy” customer experience. #custserv

2011-05-11 1:28 am OlliesLounge Yes, when they leave U no other option. @RichardNatoli: I absolutely

h8 complaining in public, but when a company won’t help …

#custserv

2011-05-11 1:28 am robertheadley @MarshaCollier Its the difference between digital natives, digital

immigrants and the electronically inept. #custserv

2011-05-11 1:29 am meganberry RT @MarshaCollier: RT @robertheadley: customers don’t expect you

to know everything, they do expect you to find the answer though.

#custserv

2011-05-11 1:29 am MarshaCollier Q4: Is your online chat area easy to navigate? How long is average

chat time? #custserv

2011-05-11 1:29 am jmccosta Hi #custserv chat

2011-05-11 1:29 am Vivisimo_Inc @carolyn_ray Training and targeted hiring. If not will be behind the

curve… #custserv

2011-05-11 1:29 am MarshaCollier @jmccosta hey there kiddo #custserv

2011-05-11 1:29 am soniafarace RT @Natasha_D_G: Q4: Adapt or host your own memorial service.

Orgs must be agile and move with cust/mrkt demands #custserv

2011-05-11 1:29 am Vivisimo_Inc @gregortbach @carolyn_ray Absolutely – streamline process with

technology #custserv

2011-05-11 1:29 am gregortbach @jmccosta There she is! Nice to see you! #custserv

2011-05-11 1:29 am barrypeters @OlliesLounge I see you everywhere Marie! hi! #custserv

2011-05-11 1:29 am brandirahill Interested in all facets of #Custserv Head on over to #custserv

#chat going on NOW! I’m late… Candy/tooth issue :) cc:

@SiteOneServices

2011-05-11 1:29 am MarshaCollier In many markets RT @robertheadley: Its the difference between

digital natives, digital immigrants and the electronically inept.

#custserv

2011-05-11 1:30 am gregortbach @soniafarace Greetings @Soniafarae – didn’t see you there.

#custserv

2011-05-11 1:30 am jmccosta Q4 -thankyou for asking this question @MarshaCollier – I was actually

looking for these stats yesterday but couldn’t find anything #custserv

2011-05-11 1:30 am action_jay @brandirahill better late than never! #custserv

2011-05-11 1:30 am JeffreyJKingman @brandirahill Welcome to the chat tonight! #custserv

2011-05-11 1:30 am BobChieppa Getting a techy to be simplistic & #custserv oriented is tough but not

impossible @GregOrtbach @carolyn_ray @Vivisimo_Inc

2011-05-11 1:30 am gregortbach 1/2 time warning… don’t say we didn’t warn you! #custserv

2011-05-11 1:30 am MarshaCollier @jmccosta Maybe if you RT it we will get more answers? #custserv

2011-05-11 1:30 am OlliesLounge Hi Barry! I get all my tweets in at night ;-) RT @barrypeters:

@OlliesLounge I see you everywhere Marie! hi! #custserv

2011-05-11 1:30 am barrypeters @jmccosta hi Jackie1 #custserv

2011-05-11 1:31 am Marcio_Saito Before you monitor SM, you must be sure you can address problems

#custserv

2011-05-11 1:31 am ImMarkBernhardt :) RT @bobchieppa: Getting a techy to be simplistic & #custserv

oriented is tough but not impossible @GregOrtbach @carolyn_ray

@Vivisimo_Inc

2011-05-11 1:31 am ambercleveland @RichardNatoli @action_jay when u complain in public, it’s an

opportunity for co. to fix in public, unfortunate when they don’t

#custserv

2011-05-11 1:31 am JeffreyJKingman @tatn Welcome back :) #custserv

2011-05-11 1:31 am gregortbach Agreed – we spend our lives striving to do this @webAssistca :)

@BobChieppa @GregOrtbach @carolyn_ray @Vivisimo_Inc

#custserv

2011-05-11 1:31 am JeffreyJKingman @OlliesLounge Yeay – you made it :) #custserv

2011-05-11 1:31 am jmccosta RT @marshacollier: Q4: Is your online chat area easy to navigate?

How long is average chat time? #custserv

2011-05-11 1:31 am RichardNatoli @ambercleveland The problem with complaining in public via twitter

is that I was forced to share my private issue with 2k people.

#custserv

2011-05-11 1:31 am JoshfromMaine Offering customers opportunity to self-select service channel makes a

happier interaction from start #custserv #stoppingby

2011-05-11 1:31 am action_jay @ambercleveland @RichardNatoli it’s standard practice to move into

private chat or DM. Does look odd to eavesdroppers #custserv

2011-05-11 1:32 am MarshaCollier @RichardNatoli Interesting that long standing companies STILL can’t

get their phone #custserv perfected – after how many years?

2011-05-11 1:32 am JeffreyJKingman @jmccosta Hey you! welcome back :) #custserv

2011-05-11 1:32 am carolyn_ray @gregortbach completely agree. Look just because I have a

blackberry doesn’t mean I always know which buttons to press.

#custserv

2011-05-11 1:32 am barrypeters RT @ambercleveland when u complain in public, its an opportunity n

to fix in public, unfortunate when they dont<exactly Amber! #custserv

2011-05-11 1:32 am brandirahill Thank you!! :) RT @JeffreyJKingman: @brandirahill Welcome to the

chat tonight! #custserv

2011-05-11 1:32 am CraigMJamieson RT @Marcio_Saito: Before you monitor SM, you must be sure you

can address problems #custserv

2011-05-11 1:32 am MarshaCollier RT @JoshfromMaine: Offering customers opportunity to self-select

service channel makes a happier interaction from start #custserv

#stoppingby

2011-05-11 1:32 am JeffreyJKingman @soniafarace Evening Sonia! #custserv

2011-05-11 1:32 am Vivisimo_Inc RT @JoshfromMaine: Offering cust opp 2 self-select service channel

makes a happier interaction from start #custserv

2011-05-11 1:32 am brandirahill I kno!! Dying… Ok have to catch up :) RT @action_jay: @brandirahill

better late than never! #custserv

2011-05-11 1:32 am JeffreyJKingman @ambercleveland Nice to see you again Amber! #custserv

2011-05-11 1:32 am MarshaCollier @Marcio_Saito Nothing is worse than a customer crying for help on

SM and it falling on deaf ears! #custserv

2011-05-11 1:32 am ambercleveland @RichardNatoli it’s unfortunate, wish that co’s would be more

proactive about responding before it goes public & w/o threatening

#custserv

2011-05-11 1:33 am RichardNatoli @MarshaCollier Too many years. I sometimes think the new quote

for #custserv should be “Those that can’t…. Tweet”. :)

2011-05-11 1:33 am JeffreyJKingman @JoshfromMaine Welcome Josh :) #custserv

2011-05-11 1:33 am ambercleveland RT @JoshfromMaine: Offering customers opportunity to self-select

service channel makes a happier interaction from start #custserv

2011-05-11 1:33 am soniafarace .@GregOrtbach just logged in…(tied up in meetings), hoping to catch

up with one of the fastest tweetchat #custserv

2011-05-11 1:33 am JeffreyJKingman @CraigMJamieson Hello Craig – welcome to #custserv

2011-05-11 1:33 am gregortbach @ambercleveland Hello Amber – when did you get here? Nice to see

you back in #custserv

2011-05-11 1:33 am ambercleveland @JeffreyJKingman great to be here. Jumped in late, so I missed the

beginning. #custserv

2011-05-11 1:33 am OlliesLounge I think people go public with issues when there is no alternative

#custserv

2011-05-11 1:33 am MarshaCollier Q5 Do you rely on training AND scripts for #custserv or ?

2011-05-11 1:34 am gregortbach @soniafarace Glad you made it! #custserv

2011-05-11 1:34 am BobChieppa Q4: Proactive chat is helpful. Average Chat time can be the same or

higher. Focus groups can help & improve #custserv

2011-05-11 1:34 am kevinlovestech RT @MarshaCollier: @RichardNatoli Interesting that long standing

companies STILL can’t get their phone #custserv perfected – after

how many years?

2011-05-11 1:34 am customercapital RT @marshacollier: @Marcio_Saito Nothing is worse than a

customer crying for help on SM and it falling on deaf ears! #custserv

2011-05-11 1:34 am chrisnielski RT @allegiancetweet: Great article on the elements of good customer

service #custserv http://bit.ly/jQQaVC

2011-05-11 1:34 am LovelyLu RT @OlliesLounge: I think people go public with issues when there is

no alternative #custserv

2011-05-11 1:34 am HDAA1 @RoyAtkinson #custserv use yr voice like a muso- combine w good

knowledge & being a steady prob solver = happy to talk with you

Cust.

2011-05-11 1:34 am RichardNatoli @MarshaCollier I rely on training and coaching…and never allowing

scripts to be used….EVER!!!! #custserv

2011-05-11 1:34 am Marcio_Saito @marshacollier Yes, companies that listen but not act -> PR driving

SM monitoring, not #custserv

2011-05-11 1:34 am Natasha_D_G @MarshaCollier @RichardNatoli perfect example is Verizon. Why do

I need my tel BEFORE I get 2 human & still need 16 digit acct #?

#custserv

2011-05-11 1:34 am ImMarkBernhardt Preferably, yes. | RT @OlliesLounge: I think people go public with

issues when there is no alternative #custserv

2011-05-11 1:34 am ambercleveland @action_jay if I complain in public and there is a resolution (even if

private) I will praise in public cc: @RichardNatoli #custserv

2011-05-11 1:34 am KnowledgeBishop Each generation tends to have distinct #custserv preferences: See

http://bit.ly/custsrv by @MarshaCollier

2011-05-11 1:34 am Milaspage We need to make resolution accesible 100%-> RT @ollieslounge: I

think people go public with issues when there is no alternative

#custserv

2011-05-11 1:35 am allegiancetweet Tackling Customer Experience Resistance Head On #custserv

http://t.co/2VL8GUY

2011-05-11 1:35 am MarshaCollier Perhaps they go public on SM because they think they will get quicker

service? No hold time? cc @HDAA1 #custserv

2011-05-11 1:35 am JeffreyJKingman @kevinlovestech Nice seeing you Kevin :) #custserv

2011-05-11 1:35 am theflaggagency RT @MarshaCollier: Q5 Do you rely on training AND scripts for

#custserv or ?

2011-05-11 1:35 am JessKalbarczyk @action_jay That’s so true. Honestly, I do #custserv via social

media, my goal is that it transcends to phone agents to be more

human :-)

2011-05-11 1:35 am JeffreyJKingman @chrisnielski Welcome to the chat tonight. #custserv

2011-05-11 1:35 am RichardNatoli @ambercleveland I would, and have done the same, but I resent

being forced to use SM simply b/c they care more about image than

#custserv

2011-05-11 1:35 am conniechan8 @robertheadley @rbc has its agents provide one call if possible and I

really appreciate that! #custserv

2011-05-11 1:35 am soniafarace RT @Marcio_Saito: @marshacollier Yes, companies that listen but

not act -> PR driving SM monitoring, not #custserv

2011-05-11 1:35 am action_jay @ambercleveland that’s a polite thing to do. Not everyone’s that polite

though :( #custserv

2011-05-11 1:35 am gregortbach And there’s always the Squeaky Wheel angle to SM @MarshaCollier

@HDAA1 #custserv

2011-05-11 1:35 am JeffreyJKingman @HDAA1 Hello tonight! #custserv

2011-05-11 1:35 am LovelyLu A5 rely mostly on training – common questions are handled by scripts

#custserv

2011-05-11 1:35 am ambercleveland @gregortbach about 10 minutes ago, glad to be here :) #custserv

2011-05-11 1:35 am OlliesLounge You can’t just rely on scripts for #custserv –> needs to have human

touch within boundaries

2011-05-11 1:36 am theflaggagency @MarshaCollier Companies that empower their employees to make

decisions for their customer without giving away the store win!

#custserv

2011-05-11 1:36 am brandirahill @theflaggagency ahhhh thank you!!! #custserv Q5!!

2011-05-11 1:36 am JeffreyJKingman @Milaspage Welcome to #custserv

2011-05-11 1:36 am MarshaCollier DNAGER, Will Robinson, Danger! RT @Marcio_Saito Yes,

companies that listen but not act -> PR driving SM monitoring, not

#custserv

2011-05-11 1:36 am BobChieppa Handle times vary and also experience will help with reducing.

#custserv Needs a tweaking from typcial calls @jmccosta

@MarshaCollier

2011-05-11 1:36 am jmccosta We have decision trees for issues but don’t use scripting b/c it just

took the human element out of genuine service #custserv

2011-05-11 1:36 am carolyn_ray I think they try to scare the best out of the company by making their

complaints so public @MarshaCollier: re: going public #custserv

2011-05-11 1:36 am jodyrogers Outside the contact center we rely on good common sense. RT

@MarshaCollier: Q5 Do you rely on training AND scripts for

#custserv or ?

2011-05-11 1:36 am Vivisimo_Inc @MarshaCollier @HDAA1 We recently blogged on Air Asia – they

actually push tweet/live chat as primary option #custserv

2011-05-11 1:36 am marie_m_clark RT @OlliesLounge: You cant just rely on scripts for #custserv –>

needs to have human touch within boundaries #custserv

2011-05-11 1:36 am RichardNatoli @Natasha_D_G Two weeks ago I had to go to verizon SM after

waiting on hold over 30 minutes. BTW, thanks @barrypeters for

helping #custserv

2011-05-11 1:36 am LovelyLu Can’t be one size fits all, customers know when you are going by a

script #custserv

2011-05-11 1:36 am ImMarkBernhardt We ALL answer. Route to person who can help. Unscripted. | RT

@MarshaCollier: Q5 Do you rely on training AND scripts for

#custserv or ?

2011-05-11 1:37 am tatn @JeffreyJKingman Thanks, it’s been awhile :) #custserv

2011-05-11 1:37 am robertheadley Ideally, you should hire people who already have skills, give them

knowledge, give them tools, let them go. #custserv

2011-05-11 1:37 am Natasha_D_G Love RT @MarshaCollier Companies that empower their employees

to make decisions for their cust without giving away the store win!

#custserv

2011-05-11 1:37 am samrat747 RT @OlliesLounge: I think people go public with issues when there is

no alternative #custserv THATS TRUE.

2011-05-11 1:37 am brandirahill True-> or company manuals for #outsourcing RT @LovelyLu A5 rely

mostly on training – common questions are handled by scripts

#custserv

2011-05-11 1:37 am OlliesLounge They memorize it when they hear it often! RT @LovelyLu: Can’t be

one size fits all, customers know when you are going by a script

#custserv

2011-05-11 1:37 am ambercleveland @RichardNatoli I agree, but also if image is the button to push to get

what you want…push it. Negative that it works that way #custserv

2011-05-11 1:37 am action_jay @jmccosta flowcharts and decision trees are great. They speak to my

logical troubleshooting wired brain #custserv

2011-05-11 1:37 am jmccosta @bobchieppa so the average chat time is = to if not greater than the

average talk time? #custserv

2011-05-11 1:37 am gregortbach We prefer guidelines or checklists, but don’t start branding and

pushing loyalty on me until you’ve listened! #custserv

2011-05-11 1:37 am barrypeters @RichardNatoli TY. as a consumer, iSM is 2nd tier support..

#custserv

2011-05-11 1:37 am LovelyLu @OlliesLounge They do! #custserv

2011-05-11 1:37 am jmccosta RT @action_jay: @jmccosta flowcharts and decision trees are great.

They speak to my logical troubleshooting wired brain #custserv

2011-05-11 1:38 am theflaggagency @GregOrtbach Do companies automatically fail when they outsource

#custserv

2011-05-11 1:38 am JeffreyJKingman @samrat747 Welcome to #custserv

2011-05-11 1:38 am Natasha_D_G @RichardNatoli @barrypeters They drive me insane everytime. Orgs

like this are shooting themselves in foot #custserv

2011-05-11 1:38 am MarshaCollier FAST results with co’s that give a PIN number when they give phone

number. They answer quickly. How does this work internally?

#custserv

2011-05-11 1:38 am gregortbach Imagine if co’s simply followed the flow chart of how to lose a

customer by sticking to decision making trees? #custserv

2011-05-11 1:38 am Voluptuousgirly RT @MarshaCollier: Perhaps they go public on SM because they

think they will get quicker service? No hold time? cc @HDAA1

#custserv

2011-05-11 1:38 am brandirahill Very hard to “train” someone with Customer #care ~ it has to be

instilled within them to be genuine #custserv

2011-05-11 1:38 am jodyrogers RT @gregortbach: Imagine if co’s simply followed the flow chart of

how to lose a customer by sticking to decision making trees?

#custserv

2011-05-11 1:39 am barrypeters @theflaggagency depending on their selection process and core

competency #custserv

2011-05-11 1:39 am ambercleveland A5. Information, communication, education/training is better than

scripts. Allows CSR freedom to do their job well #custserv

2011-05-11 1:39 am Marcio_Saito One step script: “Yes, I understand, now let’s fix it” #custserv

2011-05-11 1:39 am gregortbach I don’t believe so.Stick with core competency RT @theflaggagency:

@GregOrtbach Do companies automatically fail when they outsource

#custserv

2011-05-11 1:39 am MarshaCollier @Vivisimo_Inc Nice. But are the customers satisfied? #custserv

2011-05-11 1:39 am jodyrogers RT @brandirahill: Very hard to “train” someone with Customer #care

~ it has to be instilled within them to be genuine #custserv

2011-05-11 1:39 am marie_m_clark RT @theflaggagency: @GregOrtbach Do companies automatically

fail when they outsource?<<NO, some actually do better with

outsourcer #custserv

2011-05-11 1:39 am Vivisimo_Inc @theflaggagency @GregOrtbach Not necessarily – can work if 3rd

party is well trained on org needs/message #custserv

2011-05-11 1:39 am brandirahill BRAVO! RT @robertheadley Ideally,u should hire people who already

have skills, give them knowledge, give them tools, let them go.

#custserv

2011-05-11 1:39 am OlliesLounge Resolution and undestanding = key steps! RT @Marcio_Saito: One

step script: “Yes, I understand, now let’s fix it” #custserv

2011-05-11 1:39 am BobChieppa @jmccosta in my experience it can be both higher & lower. It take

some time to get used to asking questions a little differently.

#custserv

2011-05-11 1:39 am ImMarkBernhardt Agree. | RT @brandirahill: Very hard to “train” someone with

Customer #care ~ it has to be instilled within them to be genuine

#custserv

2011-05-11 1:39 am JeffreyJKingman @Voluptuousgirly Welcome tonight to #custserv

2011-05-11 1:40 am soniafarace .@Marcio_Saito PR & Mkt folks need 2 realize that SM is changing d

Traditional Mkt Biz Models, Thx 2 SM Customers OWN d Brands

#custserv

2011-05-11 1:40 am Vivisimo_Inc @MarshaCollier Great question – from reports thus far yes. Will be

interesting to see if its sustained #custserv

2011-05-11 1:40 am BobChieppa @jmccosta If you handle multiple chat that helps drive efficiency even

if your Handle time is slightly higher. #custserv

2011-05-11 1:40 am action_jay Can I get that on a T-Shirt? RT @Marcio_Saito: One step script: “Yes,

I understand, now let’s fix it” #custserv

2011-05-11 1:40 am theflaggagency @GregOrtbach But without a corporate culture as a backing, I think

something is missing. #custserv

2011-05-11 1:40 am marie_m_clark RT @Marcio_Saito: One step script: “Yes, I understand, now lets fix

it” #custserv

2011-05-11 1:40 am LovelyLu If they know the product and company policy helps #custserv

2011-05-11 1:40 am MarshaCollier When I see an org’s tweet stream littered with “How can I help?” & no

posted #custserv resolutions, I am wary

2011-05-11 1:41 am brandirahill @MarshaCollier What is a pin #? #custserv

2011-05-11 1:41 am gregortbach One word script. “Sorry” @marie_m_clark @Marcio_Saito #custserv

2011-05-11 1:41 am robinwsmith @GregOrtbach @carolyn_ray @Vivisimo_Inc @ImMarkBernhardt

@bobchieppa I’m a techie who’s simplistic & #custserv oriented – I

am #1 in our co

2011-05-11 1:41 am robertheadley Company policy is just something you use to explain no to a

customer, take ownership, don’t blame policy. #custserv

2011-05-11 1:41 am kevinlovestech @JeffreyJKingman thanks! I always enjoy the #custserv chat. :)

2011-05-11 1:41 am ModestJesse RT @brandirahill: Very hard to “train” someone with Customer #care

~ it has to be instilled within them to be genuine #custserv

2011-05-11 1:42 am JeffreyJKingman @robinwsmith Welcome tonight to #custserv

2011-05-11 1:42 am Vivisimo_Inc Kudos to Robin! @robinwsmith @GregOrtbach @carolyn_ray

@Vivisimo_Inc @ImMarkBernhardt @bobchieppa #custserv

2011-05-11 1:42 am robinwsmith Nice! RT @RichardNatoli: @MarshaCollier I rely on training and

coaching…and never allowing scripts to be used….EVER!!!!

#custserv

2011-05-11 1:42 am MarshaCollier @Natasha_D_G Did I really say that? nice… ;) #custserv

2011-05-11 1:42 am Marcio_Saito @gregortbach Ok, now let’s fix it :o) #custserv

2011-05-11 1:42 am LovelyLu You can be sincere and quick – but customers want and need

resolution! #custserv

2011-05-11 1:42 am JeffreyJKingman @ModestJesse Welcome tonight to #custserv

2011-05-11 1:42 am drnatalie I’m at Verizon store testing the Droid HTC incredible. What’s your

thoughts on this phone? #scrm #pr #custserv

2011-05-11 1:42 am JoeCascio Ohai, #custserv. Yes, it’s been a while.

2011-05-11 1:42 am BobChieppa That is a perfect balance!! @robinwsmith @GregOrtbach

@carolyn_ray @Vivisimo_Inc @ImMarkBernhardt #custserv

2011-05-11 1:42 am soniafarace Sad but true RT @MarshaCollier @Marcio_Saito Nothing is worse

than a customer crying for help on SM and it falling on deaf ears!

#custserv

2011-05-11 1:42 am MarshaCollier @action_jay We need a #custserv T-shirt

2011-05-11 1:42 am gregortbach OK – let’s fax it. RT @Marcio_Saito: @gregortbach Ok, now lets fix it

:o) #custserv

2011-05-11 1:42 am robertheadley Customers want confidence, competancy, ownership and resolution.

#custserv

2011-05-11 1:43 am Vivisimo_Inc Starts with org culture – c-suite RT @ModestJesse: RT @brandirahill:

Very hard to “train” someone with Customer #care #custserv

2011-05-11 1:43 am ambercleveland RT @MarshaCollier: When I see an orgs tweet stream littered with

“How can I help?” & no posted #custserv resolutions, I am wary

#custserv

2011-05-11 1:43 am MarshaCollier @drnatalie I like the Samsung Epic and the HTC Arrive better #scrm

#pr #custserv

2011-05-11 1:43 am jmcpherson Good point! RT @MarshaCollier When I see an org’s tweet stream

littered with “How can I help?” & no posted #custserv resolutions, I

am wary

2011-05-11 1:43 am JeffreyJKingman @JoeCascio Welcome back, Joe! #custserv

2011-05-11 1:43 am JeffreyJKingman @JoeCascio Welcome back, Joe! #custserv

2011-05-11 1:43 am ImMarkBernhardt Yes! @robinwsmith @GregOrtbach @carolyn_ray @Vivisimo_Inc

@bobchieppa #custserv

2011-05-11 1:43 am JoeCascio I’m just starting a web app company and doing all my own #custserv

now. It’s not hard when you can make decisions. Scaling up is hard,

tho!

2011-05-11 1:44 am coffeebeantech RT @Marcio_Saito: One step script: “Yes, I understand, now let’s fix

it” #custserv

2011-05-11 1:44 am theflaggagency @GregOrtbach I think some manual somewhere says if you say sorry

you are admitting guilt and open the company to litigation. #custserv

2011-05-11 1:44 am MarshaCollier By taking EVERY customer into DM, you loose the opportunity of

transparency. Let the world know you care #custserv

2011-05-11 1:44 am Natasha_D_G @soniafarace @MarshaCollier @Marcio_Saito Impt to look at org’s

sm policy. They should at least re-direct though #custserv

2011-05-11 1:44 am JeffreyJKingman Ok – folks.. we’re going to Switch things up a little tonight! Ready for

it? #custserv

2011-05-11 1:44 am action_jay @JoeCascio be sure to have people on board who you can trust to

make decisions #custserv

2011-05-11 1:44 am RichardNatoli @JeffreyJKingman No retweets allowed? :) #custserv

2011-05-11 1:44 am tatn @MarshaCollier @JeffreyJKingman Everyone @ my co. cheered

when informed IT #custserv will be in-house: the pres. was surprised

2see response

2011-05-11 1:44 am ambercleveland Yes! RT @MarshaCollier: By taking EVERY customer into DM, you

loose the opportunity of transparency. Let the world know you care

#custserv

2011-05-11 1:44 am brandirahill RT @MarshaCollier: By taking EVERY customer into DM, you loose

the opportunity of transparency. Let the world know you care

#custserv

2011-05-11 1:44 am gregortbach @JoeCascio True! It’s not hard when you can make decisions.

Scaling up is hard, tho! #custserv

2011-05-11 1:45 am JeffreyJKingman Got a great exercise for y’all… and we’re interested in your opinions!

#custserv

2011-05-11 1:45 am jmccosta I hate when I ask to talk to the manager and they say there is no

manager – really?? #custserv poor issue resolution

2011-05-11 1:45 am Natasha_D_G @JeffreyJKingman Uh ohhh #custserv

2011-05-11 1:45 am ambercleveland @JeffreyJKingman Bring it on:) #custserv

2011-05-11 1:45 am barrypeters @jmccosta worse.. “I am the manager” #custserv

2011-05-11 1:45 am SamsungJessica Any employee being hired needs to be a brand advocate…a fan if you

will. Find that in the interview process. #custserv

2011-05-11 1:45 am JeffreyJKingman We’ve talked a lot about the use of Social Media in #custserv

2011-05-11 1:45 am MarshaCollier @JeffreyJKingman Good going Jeff ;) #custserv

2011-05-11 1:45 am action_jay @theflaggagency @GregOrtbach actually yes, in my training for

AppleCare. Also, no such thing as problems, it’s an “issue”.

#custserv

2011-05-11 1:45 am BobChieppa +1 RT @MarshaCollier By taking EVERY customer into DM, you

loose the opportunity of transparency. Let the world know you care

#custserv

2011-05-11 1:45 am Natasha_D_G @jmccosta They’re not being honest if you ask me… #custserv

2011-05-11 1:45 am JeffreyJKingman Let’s do some hard analysis…. :P #custserv

2011-05-11 1:45 am gregortbach Yes – unfortunately. Empathy goes a long way. RT @theflaggagency:

I think some manual somewhere says if you say sorry… #custserv

2011-05-11 1:45 am ImMarkBernhardt Awesome! | RT @MarshaCollier: @action_jay We need a #custserv

T-shirt

2011-05-11 1:46 am Exal_online @jmccosta I admit telling customers that I was a supervisor when on

the front line. #custserv

2011-05-11 1:46 am jmccosta @barrypeters I know! LOL #custserv

2011-05-11 1:46 am ambercleveland @jmccosta then you just say to the person “so that means you’re in

charge, how are you going to resolve this?” #custserv

2011-05-11 1:46 am giselle2323 RT @MarshaCollier: By taking EVERY customer into DM, you loose

the opportunity of transparency. Let the world know you care

#custserv

2011-05-11 1:46 am MarshaCollier GOLD: RT @SamsungJessica: Any employee being hired needs to

be a brand advocate…a fan. Find that in the interview process

#custserv

2011-05-11 1:46 am Exal_online Can a strait lie be good for #custserv ?

2011-05-11 1:46 am robinwsmith Exactly!! RT @robertheadley: you should hire people who already

have skills, give them knowledge, give them tools, let them go.

#custserv

2011-05-11 1:46 am soniafarace .@JodyRogers it’s a combination, plus Social Customer Service is

uncharted territory & d unknown causes rejection 2 embrace change

#custserv

2011-05-11 1:46 am theflaggagency RT @MarshaCollier: By taking EVERY customer into DM, you loose

the opportunity of transparency. Let the world know you care

#custserv

2011-05-11 1:46 am kevinlovestech RT @brandirahill: Very hard to “train” someone with Customer #care

~ it has to be instilled within them to be genuine #custserv

2011-05-11 1:46 am jodyrogers Me too… #Blush RT @Exal_online: @jmccosta I admit telling

customers that I was a supervisor when on the front line. #custserv

2011-05-11 1:46 am carolyn_ray @SamsungJessica 100% That passion shines though. We can ALL

tell when you hate your job #custserv

2011-05-11 1:46 am benbalsbaugh True dat! “@brandirahill: Very hard to “train” someone with Customer

#care ~ it has to be instilled within them to be genuine #custserv

2011-05-11 1:46 am JeffreyJKingman How good is Sony’s use of YouTube for customer service?

http://bit.ly/ludF3Y #custserv

2011-05-11 1:47 am ambercleveland RT @MarshaCollier: GOLD: RT @SamsungJessica: Any employee

hired needs to be a brand advocate…a fan.Find that in the interview

#custserv

2011-05-11 1:47 am MarshaCollier No doubt! RT @theflaggagency I think some manual somewhere says

if you say sorry you admit guilt & open company to litigation.

#custserv

2011-05-11 1:47 am action_jay @barrypeters @jmccosta how about just “I’m in charge of this

situation” and meaning it? #custserv

2011-05-11 1:47 am bettervideo @MarshaCollier DM often required in acct # based service biz tho in

order to maintain customer privacy. #custserv

2011-05-11 1:47 am giselle2323 RT @MarshaCollier: GOLD: RT @SamsungJessica: Any employee

being hired needs to be a brand advocate…a fan. Find that in the

interview process #custserv

2011-05-11 1:47 am jmccosta @jodyrogers the dark side of #custserv …. LOL…. I think we have all

been there at one point!

2011-05-11 1:47 am kevinlovestech RT @giselle2323: RT @MarshaCollier: By taking EVERY customer

into DM, you loose the opportunity of transparency. Let the world

know you care #custserv

2011-05-11 1:48 am Marcio_Saito Improved one-step script: “I am sorry. I understand. Now let’s fix it”

#custserv

2011-05-11 1:48 am JeffreyJKingman Can Sony Erricson’s YouTube be used as a teaching model (

http://bit.ly/ludF3Y ) for #custserv#custserv

2011-05-11 1:48 am Vivisimo_Inc @JeffreyJKingman Error on link #custserv

2011-05-11 1:48 am ImMarkBernhardt [Like] RT @action_jay: @barrypeters @jmccosta how about just “I’m

in charge of this situation” and meaning it? #custserv

2011-05-11 1:48 am Partyaficionado RT @MarshaCollier: By taking EVERY customer into DM, you loose

the opportunity of transparency. Let the world know you care

#custserv

2011-05-11 1:49 am binger777 RT @MarshaCollier: By taking EVERY customer into DM, you loose

the opportunity of transparency. Let the world know you care

#custserv

2011-05-11 1:49 am LovelyLu @JeffreyJKingman link didn’t work for me :-( #custserv

2011-05-11 1:49 am JeffreyJKingman Dang bit.ly!!! #custserv

2011-05-11 1:49 am OlliesLounge Don’t forget the follow through! RT @Marcio_Saito: Improved

one-step script: “I am sorry. I understand. Now let’s fix it” #custserv

2011-05-11 1:49 am kevinlovestech @bettervideo @MarshaCollier true enough. Sometimes DMs are

necessary for privacy. #custserv

2011-05-11 1:49 am iamunr @MarshaCollier Some orgs have no choice, they need private and

external data. #custserv

2011-05-11 1:50 am soniafarace .@Natasha_D_G @MarshaCollier @Marcio_Saito works in small

companies 2 adhere 2 SM Policies, but in big Corps it is a challenge

#custserv

2011-05-11 1:50 am carolyn_ray It’s perfect. Just act/or really mean itRT @Marcio_Saito: Improved

one-step script: “I am sorry. I understand. Now lets fix it” #custserv

2011-05-11 1:50 am ScottMTownsend RT @MarshaCollier: No doubt! RT @theflaggagency I think some

manual somewhere says if you say sorry you admit guilt & open

company to litigation. #custserv

2011-05-11 1:50 am Marcio_Saito RT @lovelylu: @JeffreyJKingman link didn’t work for me :-(

#custserv | We are sorry. We understand. Now let’s fix it.

2011-05-11 1:50 am RichardNatoli @JeffreyJKingman I think you can absolutely use YouTube as one

channel (minor) for #custserv . Just pay attention to cust need

elsewhere too

2011-05-11 1:50 am brandirahill @benbalsbaugh welcome to the #custserv chat!!

2011-05-11 1:50 am LovelyLu @JeffreyJKingman I think you go where your customers are – using

Youtube is another creative use of tools available #custserv

2011-05-11 1:50 am maltaee “What’s the best way for a customer to get satisfaction asap in

#custserv?” < put ourselves in the shoes of customer!

2011-05-11 1:50 am Vivisimo_Inc RT @iamunr: @MarshaCollier Some orgs have no choice, they need

private and external data. #custserv

2011-05-11 1:50 am soniafarace .@JodyRogers it’s a combination,plus Social Customer Service is

uncharted territory & d unknown causes rejection 2 embrace change

#custserv

2011-05-11 1:50 am CPC_Andrew RT @MarshaCollier: GOLD: RT @SamsungJessica: Any employee

being hired needs to be a brand advocate…a fan. Find that in the

interview process #custserv

2011-05-11 1:50 am econwriter5 Wait. Wait. They’ve been working on a procedure to inform customers

for a year?! #aircanada #custserv #fail

2011-05-11 1:51 am Exal_online @JodyRogers @jmccosta Supervisors are there to manage

resources and people; the front line reps know the answers.

#custserv

2011-05-11 1:51 am robertheadley I dont even want an agent asking the customer how they are doing if

they do not care. Be genuine in all you do. #custserv

2011-05-11 1:51 am BobChieppa How to Videos r effective, but what if that doesn’t work do you have

additional resources like Forums chat, email, to help #custserv

2011-05-11 1:51 am gregortbach @JeffreyJKingman “Dang-it bit-ly. That really hurt…” #custserv

2011-05-11 1:51 am JeffreyJKingman LOL – well – that about said it right there – getting a no-show for Sony

Ericcson youtube support channel #custserv

2011-05-11 1:51 am Vivisimo_Inc Agreed RT @LovelyLu: @JeffreyJKingman you go where your

customers are – using Youtube is another creative use of tools

available #custserv

2011-05-11 1:51 am jmccosta Youtube for #custserv - interesting – just another element in this

multichannel mix of #custserv so important to stay leading edge!

2011-05-11 1:51 am himanshunagpal RT @ambercleveland: RT @MarshaCollier: GOLD: RT

@SamsungJessica: Any employee hired needs to be a brand

advocate…a fan.Find that in the interview #custserv

2011-05-11 1:51 am robinwsmith Most Trainers make the best #custserv reps…

2011-05-11 1:51 am himanshunagpal RT @ambercleveland: Yes! RT @MarshaCollier: By taking EVERY

customer into DM, you loose the opportunity of transparency. Let the

world know you care #custserv

2011-05-11 1:51 am himanshunagpal RT @ambercleveland: RT @MarshaCollier: When I see an orgs tweet

stream littered with “How can I help?” & no posted #custserv

resolutions, I am wary #custserv

2011-05-11 1:52 am ImMarkBernhardt Right — we’re all customers, too. | RT @MAltaee: “[...] get satisfaction

asap in #custserv?” < put ourselves in the shoes of customer!

2011-05-11 1:52 am soniafarace @JeffreyJKingman evenving, apologies 4 being late…plus the internet

connection tonight it is not helping..d #custserv chat is way 2 fast!!

2011-05-11 1:52 am Marcio_Saito @carolyn_ray Yes. I think the key is that “I am sorry” (acknowledge)

and “I understand” (empathy) must be sincere. #custserv

2011-05-11 1:52 am benbalsbaugh Thanks for having me :) “@brandirahill: @benbalsbaugh welcome to

the #custserv chat!!”

2011-05-11 1:52 am KnowledgeBishop Conduct #custserv conversations in the medium the customer

prefers – @RichardNatoli

2011-05-11 1:52 am Exal_online Do people use socialmedia/email for support when phone service fails

or the other way around? #custserv

2011-05-11 1:52 am RichardNatoli @jmccosta If you ask me, “Leading Edge” cannot be achieved without

first mastering traditional channels. Otherwise its noise. #custserv

2011-05-11 1:52 am kevinlovestech RT @econwriter5: Wait. Wait. They’ve been working on a procedure

to inform customers for a year?! #aircanada #custserv #fail

2011-05-11 1:53 am brandirahill RT @ImMarkBernhardt: Right — we’re all customers, too. | RT

@MAltaee: “[...] get satisfaction asap in #custserv?” < put ourselves

in the shoes of customer!

2011-05-11 1:53 am action_jay @Exal_online I see a lot of people throw out a tweet while waiting on

hold, and abandon the phone if they get a reply #custserv

2011-05-11 1:53 am jmccosta @richardnatoli good point! nothing worse then a bunch of options and

poor execution! #custserv

2011-05-11 1:53 am bettervideo Yes. :-) RT @Exal_online: Do people use socialmedia/email for

support when phone service fails or the other way around? #custserv

2011-05-11 1:53 am MarshaCollier TWO minute warning! #custserv

2011-05-11 1:54 am Marcio_Saito @ollieslounge Yes. Acknowledgement and Empathy doesn’t matter if

you cannot fix it. #custserv

2011-05-11 1:54 am Exal_online RT @action_jay: @Exal_online I see a lot of people throw out a tweet

while waiting on hold, and abandon the phone if they get a reply

#custserv

2011-05-11 1:54 am elliotross RT @MarshaCollier: GOLD: RT @SamsungJessica: Any employee

being hired needs to be a brand advocate…a fan. Find that in the

interview process #custserv

2011-05-11 1:54 am carolyn_ray @action_jay @Exal_online that seems logical. Try both and see who

helps faster #custserv

2011-05-11 1:54 am ImMarkBernhardt Tweeting the whistle. :~) // RT @MarshaCollier: TWO minute warning!

#custserv

2011-05-11 1:54 am RichardNatoli Master the channels your customers prefer first. Then begin to

expand to secondary channels. Otherwise you cause frustration.

#custserv

2011-05-11 1:54 am jodyrogers .@JeffreyJKingman If your brand + culture can pull off #custserv in

YouTube… fantastic! Channel selection is about knowing your

audience

2011-05-11 1:54 am soniafarace RT @robertheadley: I dont even want an agent asking the customer

how they are doing if they do not care. Be genuine in all you do.

#custserv

2011-05-11 1:54 am Leah_Carnell RT @MarshaCollier: By taking EVERY customer into DM, you loose

the opportunity of transparency. Let the world know you care

#custserv

2011-05-11 1:54 am robertheadley The Richness of the channel is determined by the urgency of the

message. Angry Customer = Phone Really Angry Customer = in

person. #custserv

2011-05-11 1:54 am gregortbach Right up there with the IVR that says “You can also visit our web site

at…” No, I can’t cuz I’m down! @jmccosta @richardnatoli #custserv

2011-05-11 1:54 am BobChieppa Measure it as well @jmccosta @richardnatoli @richardnatoli good

point! nothing worse then a bunch of options and poor execution!

#custserv

2011-05-11 1:54 am Leah_Carnell RT @MarshaCollier: No doubt! RT @theflaggagency I think some

manual somewhere says if you say sorry you admit guilt & open

company to litigation. #custserv

2011-05-11 1:54 am Natasha_D_G RT @RichardNatoli: Master the channels your customers prefer first.

Then begin to expand to secondary channels. #custserv

2011-05-11 1:54 am barrypeters RT @Marcio_Saito: @ollieslounge Yes. Acknowledgement and

Empathy doesnt matter if you cannot fix it. so true. sorry for RT n

#custserv

2011-05-11 1:55 am action_jay @carolyn_ray @Exal_online aven better than waiting on hold, of

course, is using @lucyphone (regularly scheduled pimping)

#custserv

2011-05-11 1:55 am LovelyLu You might not be able to fix it, but you have to promise resolution and

then follow through! #custserv

2011-05-11 1:55 am soniafarace RT @maltaee: “What’s the best way for a customer to get satisfaction

asap in #custserv?” < put ourselves in the shoes of customer!

2011-05-11 1:55 am JeffreyJKingman @MarshaCollier I think we broke Sony Ericcson YouTube customer

service channel with that. #custserv

2011-05-11 1:55 am brandirahill YouTube, Facebook, Twitter, Blogs.. then to interchange/mix .. the

next level of B2B is #CS2Customer ? @jmccosta @MarshaCollier

#custserv

2011-05-11 1:55 am Thos003 RT @MarshaCollier: TWO minute warning! #custserv

2011-05-11 1:55 am MarshaCollier @JeffreyJKingman Yet, @DishNetwork has technical #custserv

videos integrated into their help area. VERY effective for them

#custserv

2011-05-11 1:55 am katerendall Grrr, tons of errors trying to jump into #custserv and #pr20chat

tonight. Getting a ‘saved to drafts’ message.

2011-05-11 1:56 am MarshaCollier @katerendall Yipes, that’s no good. Twitter is burping a bit #custserv

#pr20chat

2011-05-11 1:56 am Marcio_Saito @soniafarace @maltaee: [put ourselves in the shoes of customer! ]

And if that doesn’t work, see the world through their eyes! #custserv

2011-05-11 1:56 am ImMarkBernhardt Bummer. // RT @katerendall: Grrr, tons of errors trying to jump into

#custserv and #pr20chat tonight. Getting a ‘saved to drafts’

message.

2011-05-11 1:56 am Vivisimo_Inc @katerendall Hi Kate! Great seeing you here! #custserv

2011-05-11 1:56 am LovelyLu Customers don’t care how gracious you are if it ends with them still

having a problem. #custserv

2011-05-11 1:56 am KnowledgeBishop Master the channels your customers prefer – @RichardNatoli

#custserv / Yes!

2011-05-11 1:57 am Bulwark_Ext RT @MarshaCollier: TWO minute warning! #custserv <—- One

minute warning.

2011-05-11 1:57 am Natasha_D_G AMEN! RT @LovelyLu: Customers dont care how gracious you are if

it ends with them still having a problem. #custserv

2011-05-11 1:57 am MarshaCollier Set this in GRANITE: RT @LovelyLu: Customers don’t care how

gracious you are if it ends with them still having a problem. #custserv

2011-05-11 1:57 am jmccosta @jeffreyjkingman oh no! looks like they didn’t have a user friendly

error message #custserv

2011-05-11 1:57 am ImMarkBernhardt +1 RT @Natasha_D_G: AMEN! RT @LovelyLu: Customers dont care

how gracious you are if it ends with them still having a problem.

#custserv

2011-05-11 1:57 am Bulwark_Ext RT @MarshaCollier: Set this in GRANITE: RT @LovelyLu:

Customers don’t care how gracious you are if it ends with them still

having a problem. #custserv

2011-05-11 1:57 am JeffreyJKingman As we wrap up – consider joining us in LinkedIn and Facebookn

#custserv

2011-05-11 1:58 am JeffreyJKingman Facebook = http://www.facebook.com/custservchat #custserv

2011-05-11 1:58 am RichardNatoli @bobchieppa I agree with measuring. If you ain’t measuring it, you

ain’t doing it as well as you could. #custserv

2011-05-11 1:58 am kevinlovestech RT @MarshaCollier: Set this in GRANITE: RT @LovelyLu:

Customers don’t care how gracious you are if it ends with them still

having a problem. #custserv

2011-05-11 1:58 am MarshaCollier Wrapping up, it seems #custserv is best delivered in format that the

customer is comfortable with AND solve problem w/o transferring

calls?

2011-05-11 1:58 am JeffreyJKingman LinkedIn = http://linkd.in/iiPum1 #custserv

2011-05-11 1:59 am katerendall @ImMarkBernhardt @marshacollier That’s what I get for showing up

late! Hootsuite working now. #custserv

2011-05-11 1:59 am bettervideo Huge barrier to efficient #custserv is lack of good, integrated CRM

solutions. Too much software for agents to juggle.

2011-05-11 1:59 am barrypeters RT @JeffreyJKingman: As we wrap up – consider joining us in

LinkedIn and Facebook #custserv

2011-05-11 1:59 am Marcio_Saito The best Twitter hour: #custserv chat, Tue 8PM EDT – Thanks to our

hosts and all participants for the insightful discussion

2011-05-11 1:59 am robertheadley RT @MarshaCollier: Wrapping up, it seems #custserv is best

delivered in format that the customer is comfortable with AND solve

problem w/o transferring calls?

2011-05-11 1:59 am jmccosta @marshacollier bang on! Multichannel Customer Service + Single

Point of Contact = Happy Customer #custserv

2011-05-11 1:59 am MarshaCollier Trying a new service tonight. Will post a transcript of chat on LinkedIn

& Facebook group and tweet #custserv

2011-05-11 1:59 am soniafarace RT @KnowledgeBishop: Conduct #custserv conversations in the

medium the customer prefers – @RichardNatoli

2011-05-11 1:59 am BobChieppa Another point once you put into a check box. it’s just that continue to

evaluate the measurement @RichardNatoli #custserv

January 11, 2011

Sterile #CustServ – The Clean Room

In this age of overwhelming marketing, it’s rare to find venue, or space, that is free for people to come together in dialogue unencumbered by promotion or hype, no matter the subtlety.

Its my desire to inform those who wander into and participate in the weekly #CustServ chat on Twitter of the steps Marsha Collier and I have taken to create a dialogue space free of promotion and marketing.

In the third month of #CustServ (late February 2010), we were approached by a major Fortune 500, asking to financially sponsor the chat. We turned it down. Over the summer, another major corporation approached us, offering a fat cash sum to sponsor the chat. We turned that down as well.

While we don’t own the hashtag #custserv, we do feel responsible as creators of the weekly chat hour, to keep the chat free of corporate influence. We’ve always felt this way, continue to feel this way, and will strive to maintain this footing.

It’s a distinct pleasure to have talked with so many of you the last thirteen months.

Jeffrey J Kingman

December 24, 2010

7-11 Store #18786

A few weeks ago on the Twitter Customer Service chat #custserv, during a topic on younger generations, an interesting comment was made, that caused a stir and controversy.

those who have to work often don’t come from loving, supportive families

Let me tell you about some folks who work for 7-11 store #18786, in Oak Grove, Oregon.

I step into Oak Grove 7-11 nearly every day, usually for a cup of coffee, some gum and occasionally tobacco or a corndog (yes, I have a secret addiction to corndogs). I’ve been spending money there for over a year.

I’ve come to know the staff there and have enjoyed many a great conversation with them. The franchise owners now run two stores miles apart. They seem to be in their mid-forties and work very hard to grow successfully.

The staff at this store is young – probably all under 25. Every one of them delivers honest and authentic presence to every customer that comes in – from the homeless dude to the businessperson.

I’ve stood in the store too many times, chomping corndogs for about 15 minutes a time, at different times, just observing the customer service interactions. Everytime, these young folks deliver exceptionally.

To the statement above made during a chat – I totally disagree. I’m not saying that I know the back-stories of these fine young folks; I know bits and pieces. One young woman is mother to two young kids; she has told me of the love she received growing up with her grandparents. Another young woman often describes how close she is to her family. Another gentleman – the overnighter – has shared how much he misses his family back east.

I’m trying to do two things with this blogpost. I’m trying to illustrate that front-line customer service people in operations like 7-11, can often be maligned by callousness. This society judges others often by their “apparent society position”. It’s a degrading practice, often done without thought. I’m also thanking the folks at this 7-11.

To my friends at Oak Grove 7-11, thank you. Thank you for your cheery hellos and banter. You have brightened many a moment. To the franchise owners of this store, thank you for hiring so smartly. It speaks volumes about your business acumen. And, 7-11, I hope you recognize well people like this, out there putting human smiles on the face of your brand.

Happy Holidays to all of those who deal with customers! Without you – there would not be commerce.

Jeffrey J Kingman

December 22, 2010

One Year of #CustServ

Last night capped one year of weekly Tuesday night Twitter chats on hashtag #custserv. In the past 36 weeks, the tweets on this hashtag have blown past 68,850 – of which, I believe we can attribute at least 60% to the continuing dialogue.

The trail started out innocuously enough – an idea I pitched to Marsha Collier in early December of 2009, that went something like this:

Well Marsha, you’re writing a book on Online Customer Service; why don’t we launch and co-host a weekly Twitter chat on customer service? I’m willing to commit to partnering this and seeing where it goes.. We can have weekly topics and just see what kind of sharing and dialogue can be created..

December 22 2009 we started. I think we had about five people join in each week for the first month. Things started slowly growing – mostly due to Marsha’s already existent Twitter followers.

In the beginning months, I tried to reorder chronologically the transcripts – spending about five hours a week on it. After a couple months of this, as the chat grew in participants and dialogue, I fell behind. In April, we registered the hashtag on several sites, most notably, Twapperkeeper.

Twapperkeeper is our transcript saver of choice. While it doesn’t reorder the transcript from start to finish – it does allow you to search by date, person or search word. Pretty handy, I think.

It’s been simply amazing to watch this community grow and grow. Participants seem to come and go – except for a core group numbering a couple hundred, but together we’ve discussed, argued and shared both deep theory/practice and a lot of good-natured fun. Heck, we’ve even got a cyber-bully!

Early in the summer we formed a cadre of people – about a dozen of the regular participants who hold the vision tightly. This group now communicates with a closed Facebook group, talking growth strategy and topics (and mightily teasing each other). I personally consider this group the expanded co-hosts of #custserv.

A significant quantity of appreciation is due to Roy Atkinson. Six months ago, Roy took command of our front door at request for assistance and without any notice to Marsha and I (poorly written: my deep apologies to Roy) with a quantity of gentleman-ness neither Marsha nor I expected, assumed multiple roles of Greeter, Bouncer, Sergeant At Arms and Topic Herder (yes, y’all are just like a bunch of cats – and herding cats is nigh impossible!).

Some of the other things we’ve done is establish a Customer Service Facebook Fanpage and a LinkedIn Group. Please feel free to play with us there too!

What we’ve discussed this past year is broad and deep. I wish I could afford an intern to re-transcript this past year. Oh well – y’all will just have to deal with it :)

Things we’d like to see happen in 2011:

  • Increase the depth of dialogue
  • Grow the community world-wide
  • Increase the use of the LinkedIn Group
  • Increase the use of the Facebook Fanpage

I would like to announce that in Fall 2011 – oh, hmmmmm….. maybe I shouldn’t announce this big three day event born out of #custserv…..  Yes, I think I’ll keep quiet about it a bit longer, until the major headliners are completely secured. The venue, however, is set – Allison Inn & Spa in the heart of Oregon’s Pinot Noir Wine Country.

To all who have joined us this past year – I hope to meet you face to face someday soon. Happy Holidays and a very prosperous 2011 to you.

Jeffrey J Kingman

June 19, 2010

Welcome to #custserv

Hello and welcome to the Customer Service Dialogue.

Marsha Collier and I have been co-hosting the Dialogue on Twitter since December 2009 every Tuesday night at 9pm Eastern. We’ve covered a lot of topics during the past seven months and are both surprised at how quickly the dialogue community has grown. We’ve seen participation from everyday consumers to the CEOs of Fortune 50 companies. Many have directly participated, but we’ve also been made aware of C-Level execs of Fortune 500 and smaller companies lurking and listening. Every week, we hear of someone who had an issue resolved from their participation in the dialogue.

As with any growing community, we’ve experienced and are experiencing growth pains. With such a diverse community, there is bound to be lively and engaging discussions, knowledge share, passed-around theories of best-practice, and the occasional head-butting or mis-interpretation of communication that happens when people communicate in a non face-to-face setting.

Our goal with this dialogue is to discuss all aspects of customer service best practices and build a diverse world-wide community that acts as a group think tank.

A few voluntary guidelines are necessary in shaping this community.

1. Please feel free to suggest future topics to either Marsha or myself.

You can suggest these through direct message in Twitter or by email to jkingman@chalkboarder.com.

2. Please treat everyone with respect.

Intimidating, disparaging or bullying – either in public or through private message, will only reveal true personality. If you are a victim of such behavior, please contact any of the following: @MarshaCollier, @JeffreyJKingman, @RoyAtkinson, @mommysbazaar or @skip7547.

Significant abuse will result in a formal complaint being lodged with Twitter.

2. Please keep self-promotion out of the Dialogue.

Again, the mission of #custserv Customer Service Dialogue, is to build an international community that includes consumers, practioners and C-Level execs – discussing the best practices of providing customer service. Self-promotion dilutes this and will lessen the reach of your contributions.

We’re excited to have you in this community and look forward to a positive and high-level dialogue with you!

Jeffrey J Kingman

Co-founder of #custserv and CEO of Chalkboarder

February 6, 2010

Auto Company Customer Service Good & Bad?

Please join us Tuesday, February 9th at 9pm EST on Twitter, following the hashtag #custserv..

This week we’ll share stories of Auto Company Customer Service Experiences, both good and bad. Please swing by and jump in!

Given time at the end, we’ll open up the chat to anything customer service, in any industry..

January 28, 2010

#custserv 06 :: Online Travel Customer Service

JeffreyJKingman Welcome everyone to tonight’s Customer Service Dialogue w/@MarshaCollier

JeffreyJKingman Tonight’s #custserv is Online Travel

MarshaCollier You can follow along tonight by using http://tweetchat.com. Enter custserv in the field at the top. We’re a fast-moving dialogue

JeffreyJKingman Online travel centers are the largest segment of e-commerce

MarshaCollier A travel website is a website on the world wide web, that is dedicated to travel.

JeffreyJKingman Online travel sites provide both tour info, reviews and reservations

MarshaCollier The site may be focused on travel reviews, the booking of travel, or a combination of both.

MarshaCollier Approximately seventy million consumers researched travel plans online in July 2006

MarshaCollier Travel bookings are the single largest component of e-commerce, according to Forrester Research.

MarshaCollier Q1 Have you ever booked travel on such a website? Which one? Was it easy?

MarshaCollier I recently booked my hotels for a trip to London for the #140conf using @Bing

JeffreyJKingman I’ve used kayak.com for domestic travel and had pretty good results. #custserv Never did a tour booking

MichelFalcon What is your most trusted travel website and why?

MarshaCollier How do you book your travel online?

MichelFalcon Mine is Tripadvisor and Travelpod b/c of the diversity in content, detail and videos/photos

MarshaCollier @MichelFalcon Interesting that I found Ging Travel to be an excellent consolidator of ALL the sites

JeffreyJKingman This chat will be good – working up a food-blogger/chef tour in Romania in the fall #custserv #recs

MarshaCollier er, that was BING http://www.bing.com /travel/

JeffreyJKingman @karla_porter you in tonight?

mommysbazaar sorry I am late I didnt see any of these tweets on my deck

MarshaCollier @MichelFalcon I agree, I went to TripAdvisor to check on hotels. But one man’s dump is another man’s castle LOL

JeffreyJKingman btw – last weeks transcript is posted at http://bit.ly/5YmVm1 – sorry for delay, I was busy…

MarshaCollier @mommysbazaar Have you ever booked travel online?

MichelFalcon @MarshaCollier user generated content (UGC) sites usually don’t have call centers to support. How do you feel they overcome that?

karla_porter sorry I was busy being a Special Agent, let me get over there now… RT @JeffreyJKingman: @karla_porter you in tonight?

JeffreyJKingman Does anyone have experience, good or bad, with Priceline Negotiator?

mommysbazaar a few flights here and there,

MarshaCollier @JeffreyJKingman I know@jeffpulver uses it. I’m afraid to.

mommysbazaar actually searching the net right now for my flight to Vegas in April

MarshaCollier @mommysbazaar We’re talking about booking online…

MichelFalcon @MarshaCollier Ging Travel or Bing Travel?

MarshaCollier @mommysbazaar try http://www.bing.com /travel/ – they have an airline price predictor that will tell you if NOW is the time to buy

MarshaCollier @MichelFalcon BING!

mommysbazaar @MarshaCollier whenever I have flown I booked the flight online, usually via orbits or Air Tran for my MIL

JeffreyJKingman @MarshaCollier Afraid you will succumb to laughing gas from ol’ Kirk?

karla_porter @Resume_Writer @Paris22 @Le_Brenda @yvetteferry I have been called to another mission –> #custserv

MarshaCollier No, I’m afraid of ending up in what they think is a four start and it’s a sub 3 star

hianthony @MarshaCollier Booked trip to Costa Rica online a few years ago with a co. that put package together. 10-days/3 cities. Success!

JeffreyJKingman @karla_porter What, or do, Special Agents use online travel booking?

mommysbazaar @MarshaCollier great , I will have to check that out later today

MichelFalcon @JeffreyJKingman never used Priceline. But, I’ve used Hotwire and have always loved their

MarshaCollier I book through those too, but check the flight price indicator first. Then go to American or Southwest or United

MarshaCollier @hianthony I would love to hear what you think when you return

karla_porter @JeffreyJKingman Generally we go covert and don’t use big online booking agencies…

MichelFalcon I had to call into Hotwire once and the phone was answered within 60 secs. Amazing

mommysbazaar @MarshaCollier I have used Southwest a few times to book flights for MIL

JeffreyJKingman @MichelFalcon I got turned onto Kayak a few years ago – now accustomed to their system

mommysbazaar funniest thing is i have never used an actual travel agent to book travel

MarshaCollier My hotel in Paris had a “fair” rating on TripAdvisor, but was exactly what I new I would get for low $ on the Champs Elysees

JeffreyJKingman RT @DragonflyHill: @JeffreyJKingman I have never had any luck with it . Plus once you make the bid, your done.

MarshaCollier @hianthony I just can’t go w TripAdvisor for hotel ratings

hianthony @MarshaCollier Went to Florida wedding last month. Folks used TripAdvisor to pick hotel with great reviews. Place was awful.

JeffreyJKingman @DragonflyHill which site did you use?

MarshaCollier @mommysbazaar Travel agent? what’s that? LOL

karla_porter @MarshaCollier I like TripAdvisor, I used it for my last venture to Toronto, the reviews were right on the money

MarshaCollier @hianthony Like I said, one mans castle is another man’s dump

MichelFalcon Sorry everyone gotta go. Got hit by car last night and am concussed = hurts looking at my comp. The paramedics provided amazing

mommysbazaar @MarshaCollier exactly, yet my parents use them for everything

MarshaCollier @karla_porter Have you used the Bing price predictor for flights? Pretty darn accurate

JeffreyJKingman I prefer using actual travel agent for complicated trips

Shennee_Rutt @MichelFalcon I love that Travelocity has multiple means of contacting you with alerts to hotel/flight/status chages, Great

karla_porter @MarshaCollier I try to only pay attention to the reviews with pics!

MarshaCollier @MichelFalcon glad they took care of you – go rest!

JeffreyJKingman @MichelFalcon wow – sorry to hear!

MarshaCollier @Shennee_Rutt Yes, Travelocity seems to really care that you’re covered

karla_porter @MarshaCollier no I will have to check out Bing I am due for a trip to Playa del carmen Mexico

karla_porter Travelocity call center is 1 mile from my house ;)

JeffreyJKingman Q2 Have you ever had a customer service issue using an online travel site?

mommysbazaar I have looked at travelocity but started using orbitz back in 2001 so I tend to stick with them

MarshaCollier @karla_porter Nice, they have a good hotel search too that searches ALL the travel sites with queries

JeffreyJKingman Q2 If so, could you describe the issue, process and resolution?

MarshaCollier @JeffreyJKingman I had to cancel a flight with American, they credited the flight & neglected to tell me credit would expire

MarshaCollier @mommysbazaar The search I sent you to covers them both

JeffreyJKingman It’s ok to name names in #custserv, if you wish!

MarshaCollier FYI Bing travel is NOT a sponsor LOL

karla_porter @MarshaCollier You are funny =)

MarshaCollier @JeffreyJKingman I was screwed, I forgot I had the credit, they didn’t automatically use it & I lost $500

JeffreyJKingman @mommysbazaar tough to move away from a website you are used to navigating; me too

JeffreyJKingman @MarshaCollier Was there further resolution after that or did you pursue it?

MarshaCollier @karla_porter Funny “ha-ha” or just er, “funny” ?? LOL

JeffreyJKingman @MarshaCollier ouch

MarshaCollier @JeffreyJKingman They told me tough luck, you’re out the money. Gee, Thanks American Airlines!

mommysbazaar @JeffreyJKingman the only time I was every worried about flying was when I had a flight booked for 10/12/01

JeffreyJKingman Was it American or United that broke that passengers guitar?

MarshaCollier It’s very important to read that 4 pt type outlining RULES when you book

Shennee_Rutt @karla_porter Have u ever booked a trip with them Travelocity #custserv. We booked twice to Las Vegas Very good.

mommysbazaar @MarshaCollier -@colderICE sends his hellos told him I was multitasking :)

MarshaCollier @mommysbazaar I flew to teach for eBay on 9/14/01 – YIKES! They gave use stickers for being brave

MarshaCollier @Shennee_Rutt Yes, reliable service with Travelocity

karla_porter @Shennee_Rutt I have never bought a “trip” in my life just plane tix 1X w Travelocity they messed up – fixed but 2 late

MarshaCollier (The purpose of this chat IS to name names! Don’t be shy)

MarshaCollier @karla_porter How did they handle it?

JeffreyJKingman Have you ever had to get a refund and if so how difficult was that?

SkagitIMS #custserv does a hotel website count as a travel site? Josef of @SkagitIMS

mommysbazaar @MarshaCollier the worst was my son was born 9/27 and we were flying back up north to show him off to family

JeffreyJKingman Q3 Have you ever had to get a refund and if so how difficult was that?

MarshaCollier @SkagitIMS Absolutely

karla_porter @MarshaCollier 2 get resolve I had 2 ask my employee 2 get he husband involved. Call center 4 them is down the street.

JeffreyJKingman @SkagitIMS I would consider hotel websites as travel sites.. Marsha?

MarshaCollier Q3: Refund? Pretty impossible on air fare, but did get credit and used it

awakeningaimee @JeffreyJKingman & @MarshaCollier what’s the current #custserv topic??

MarshaCollier @karla_porter You sent “Big Louie” to rought them up? Bet that got you good service!

JeffreyJKingman @MarshaCollier Are car rental websites covered in this chat too?

Shennee_Rutt I have had really great #custserv with Allegiant Airlines,

karla_porter Agreed usually credit RT @MarshaCollier: Q3: Refund? Pretty impossible on air fare, but did get credit and used it

SkagitIMS #custserv I never had a refund problem w/ the Hotel Deca, Seattle. Had great e-service & got best room for a view (1506) (1 of 2)

karla_porter @MarshaCollier Big Louie got me a nice voucher =)

JeffreyJKingman I have had excellent results with @Amtrak, both online and when in person

mommysbazaar I know a friend of mine gave us a week at a time share, it was supposed to be 5 star it was1 star she got an apology

JeffreyJKingman @awakeningaimee online travel customer service and sites (reservations: flights, hotels, etc)

MarshaCollier @JeffreyJKingman I *LOVE* Hertz Gold. They keep all my data and all I have to do is walk to my car

karla_porter I have traveled a lot, never had hotel or airline probs booking direct w them online @JeffreyJKingman

JeffreyJKingman @awakeningaimee past Q1 Have you ever booked travel on such a website? Which one? Was it easy?

MarshaCollier @mommysbazaar Thant’s inexcusable, did they follow up?

JeffreyJKingman @awakeningaimee Q2: Have you ever had a customer service issue using an online travel site?

MarshaCollier When I was in Paris, our room wasn’t avail when we arrived. They booked us a suite in another hotel and paid for car r/t

MarshaCollier @SkagitIMS Good to hear

JeffreyJKingman @awakeningaimee Q2 If so, could you describe the issue, process and resolution?

mommysbazaar not really blamed it on recovery from storms, hotel was called 4 season it was in Myrtle Beach

JeffreyJKingman @awakeningaimee Q3 Have you ever had to get a refund and if so how difficult was that?

MarshaCollier @karla_porter Shoulda sent Big Louie to American airlines

SkagitIMS In fact #custserv http://www.HotelDeca.com gave comp transport & made sure I had special orders ready for me to help sponsor conference. (2 of 2)

MarshaCollier I canceled a hotel room online and the refunded my credit card immediately. never had a problem with that

JeffreyJKingman It was United: http://bit.ly/gLoo1 Smashed guitar, YouTube song — United is listening now

MarshaCollier One of the problems I have is that when they quote LOW hotel prices, that price might be good for only ONE night of your stay

karla_porter when I travel for biz I stay wherever I’m sent. 4 personal I like adventure, hammocks, bungalows whatever book direct

MarshaCollier @karla_porter I have to stay where they send me too. You’d be surprised how many crappy hotels there are

Shennee_Rutt RT @MarshaCollier: @karla_porter Shoulda sent Big Louie to American airlines #custserv Everyone needs a Big Louie they can call.

JeffreyJKingman @awakeningaimee USAir cancelled? Any prior notification or found out at ticket counter?

awakeningaimee @JeffreyJKingman @MarshaCollier #custserv connecting flight he was cancelled & at first they told him he would have to sleep at the airport

karla_porter When I go 2 my 2nd home in Playa del Carmen I stay at Posada Mariposa or with friends

JeffreyJKingman I think my CB Radio handle should be “Big Louie” :)

JeffreyJKingman @awakeningaimee How did they resolve? Was it a hassle?

MarshaCollier @awakeningaimee was the layover due to a canceled flight?

msgatoradr @JeffreyJKingman Q3 Hotels.com great about refunding for special circumstances. Had wonderful service with them.

karla_porter 1X my baggage was delayed AA & the cc I put the tix on said buy new stuff and submit receipt $200. 6 hrs l8r bag @ door WOOT!

JeffreyJKingman @msgatoradr Any examples?

MarshaCollier @awakeningaimee There is a law against that it’s called Rule 240

MarshaCollier Rule 240 refers to the carrier’s policies for handling delays, diversions and cancellations.

goodskinla @MarshaCollier Once in NYC , The Four Seasons tried to stick me in a room with a bed that folded out from the wall

awakeningaimee @JeffreyJKingman the ONT airport told him that he would make it to PHX then have to sleep at airport

msgatoradr @JeffreyJKingman I was ill one weekend and they refunded my non-refundable reservation. They did so promptly, no questions asked

MarshaCollier If air delay is due to weather, you could be out of luck

hianthony @MarshaCollier I’m with you regarding TripAdvisor’s hotel ratings.

MarshaCollier If the delay is caused by the airlinethen the provisions in the Contract of Carriage differ & airline’s responsibility increases

MarshaCollier @msgatoradr Good to hear

awakeningaimee @MarshaCollier #custserv the only reason he didn’t end up sleeping in the PHX airport is they ended up shutting down ONT

MarshaCollier @goodskinla I Love those rooms (only kidding) what happened?

karla_porter Classy –> Murphy bed RT @goodskinla: @MarshaCollier NYC , 4 Seasons bed that folded out from the wall

awakeningaimee @JeffreyJKingman #custserv they gave him no prior notice of cancellation nor were helpful at first

MarshaCollier @awakeningaimee If it’s not a weather delay the airlines should offer a hotel for overnight delays

JeffreyJKingman @goodskinla Sometimes hoteliers will think an identified high-roller (not sayin you arent) trumps a norm reservation, esp if full

SkagitIMS #custserv as to Q4 @JeffreyJKingman I wish when trying to book seaplane ride via hotel, 2 person min mentioned. “FINE PRINT” MUST BE BOLD.

msgatoradr @JeffreyJKingman Q4 They shouldn’t pass the buck. If there’s a problem, resolve it. Don’t make them contact hotel/car/etc partner.

MarshaCollier @karla_porter I stayed in the Warwick in NY and all the windows faced a brick wall

Shennee_Rutt @karla_porter Good for you! See, you got good stuff

karla_porter Like my office LOL RT @MarshaCollier: @karla_porter I stayed in the Warwick in NY and all the windows faced a brick wall

awakeningaimee @MarshaCollier #custserv they would not put him on another airline

JeffreyJKingman @MarshaCollier btw (off topic) I interviewed a PizzaHutCallCenter employee in depth last week; will email very intriguing

MarshaCollier @JeffreyJKingman Which is why it always helps to dress well when you travel

JeffreyJKingman RT @msgatoradr: Q4 They shouldn’t pass the buck. If there’s a problem, resolve it. Don’t make them contact hotel/car/etc partner.

awakeningaimee @MarshaCollier #custserv what’s rule 240? I heard there was a Rule that if you say it they have to put you on the next plane out????

JeffreyJKingman @MarshaCollier Is Rule 240 international or only North America or only US?

JeffreyJKingman RT @SkagitIMS: #custserv as to Q4 I wish when trying to book seaplane ride via hotel, 2 person min mentioned. “FINE PRINT” MUST BE BOLD.

awakeningaimee @JeffreyJKingman #custserv they ended up putting him up due to closing ONT & he got home 28 hours late. Had to reschedule patients

JeffreyJKingman @MarshaCollier Yes, always dress well. And I wear sturdy shoes, in case of trouble.

JeffreyJKingman @awakeningaimee thats loss of business for him; if airline fault they should compensate?

awakeningaimee @JeffreyJKingman he sat in the airport 6 hours before they finally put him up in a hotel

karla_porter @TrinaWardell I don’t stay in all-inclusive places, I like to venture out and eat the local cuisine

MarshaCollier @JeffreyJKingman Rule 240 is the U.S. Department of Transportation, also requires the airlines to keep copies of CofC on hand

msgatoradr @awakeningaimee The original Rule 240 you refer to no longer exists. Have to refer to airline’s Contract of Carriage.

MarshaCollier @awakeningaimee Airlines’ Rule 240: Myth or magic bullet? – CNN.com http://bit.ly/94DJfw

karla_porter I do not EVER check baggage, if it doesn’t go in the carry on it doesn’t go – I hate baggage claim!

JeffreyJKingman Tstorms shifted our flight to Minneapolis; they weren’t going to put up; had 2 young childs; we bitched loud, they gave rooms

MarshaCollier @msgatoradr exactly, that’s why I posted the link

awakeningaimee @JeffreyJKingman huge loss in business plus we see sick babies #custserv He has had 4 flights cancelled without notice in the last 2 years

MarshaCollier @karla_porter I never check baggage either

JeffreyJKingman That was regional carrier in midwest; forget the name, 6 yrs ago

MarshaCollier @JeffreyJKingman You were lucky, I dont’ think they *had* to

toddschnick @karla_porter well heck, now it costs you $1000 to check bags… #custserv about 3 hours ago from TweetDeck

MarshaCollier @msgatoradr Airlines’ Rule 240: Myth or magic bullet? – CNN.com http://bit.ly/94DJfw #custserv

mommysbazaar @MarshaCollier I am going to try next time I fly to not have to check baggage #custserv

MarshaCollier @toddschnick It’s cheaper to ride IN the bags LOL

JeffreyJKingman @MarshaCollier we were lucky, yes

MarshaCollier I think, after all we’ve heard, that READING THE RULES before we book or buy is best practice

toddschnick @MarshaCollier that’s a good point. didn’t think of that.

karla_porter I’m a cheap date =) RT @toddschnick: @karla_porter well heck, now it costs you $1000 to check bags…

awakeningaimee @JeffreyJKingman #custserv the airlines used to have some responsibility seems like that’s not the case anymore

JeffreyJKingman @toddschnick My long-distance I prefer @Amtrak; much easier and comfy. No obscure charges; excellent service (not endorsed message

MarshaCollier @toddschnick I’m always thinking ;)

msgatoradr Amen! RT@MarshaCollier I think, after all we’ve heard, that READING THE RULES before we book or buy is best practice

JeffreyJKingman RT @jennylwebb: @JeffreyJKingman Sometimes you HAVE to bitch loud!

Shennee_Rutt @MarshaCollier Greats show tonight! Thanks so much

MarshaCollier Please visit http://custservdialogue.wordpress.com for tonight’s and previous transcripts.

karla_porter I’m claustrophobic RT @MarshaCollier: @toddschnick It’s cheaper to ride IN the bags LOL

mommysbazaar @MarshaCollier – this is the second week in a row you want people to actually read LOL

SkagitIMS RT @MarshaCollier: I think, after all we’ve heard, that READING THE RULES before we book or buy is best practice

JeffreyJKingman Thanks everyone for a great #custserv tonight!

Shennee_Rutt @karla_porter I am with u Karla, Carry on the bag, keep the $1000.

MarshaCollier If anyone has suggestions for the topic of next week’s chat, please DM me or @JeffreyJKingman

MarshaCollier @mommysbazaar uh-oh? you mean there’s a recurring theme that we ALSO have to be responsible?

awakeningaimee @msgatoradr #custserv thanks

MarshaCollier Please let us know if you’d like us to address specific topics!

mommysbazaar @MarshaCollier yep, not sure if you are asking to much. always easier to blame the other guy

JeffreyJKingman @karla_porter Thank you so much for the blog writeup on #custserv! :))) cc: @MarshaCollier

toddschnick @JeffreyJKingman well, honestly, traveling by train does have some advantages… good idea!

Shelley_Rae RT @MarshaCollier: Please let us know if you’d like us to address specific topics!

Shelley_Rae RT @MarshaCollier: If anyone has suggestions for the topic of next week’s chat, please DM me or @JeffreyJKingman

Shelley_Rae RT @MarshaCollier: Please visit http://custservdialogue.wordpress.com for tonight’s and previous transcripts.

MarshaCollier RT @mommysbazaar: @MarshaCollier ­this is the second week in a row you want people to actually read LOL

awakeningaimee @MarshaCollier thanks @CNN is usually on top of things. I will read it

mommysbazaar I havent traveled by train since 1987, probably should check it out again

toddschnick @MarshaCollier i might ship myself via UPS. they do have cool trucks…

MarshaCollier @toddschnick I prefer to fly FedEx in a BIG box!

toddschnick @karla_porter claustrophobic and a cheap date. we have got to talk…

awakeningaimee @JeffreyJKingman #custserv It sad that customer service comes to having to be so pushy.

MarshaCollier Thank you all. See you next week? Same Twit-time :)

karla_porter XXOO RT @JeffreyJKingman: @karla_porter Thank you so much for the blog writeup on #custserv! :))) cc: @MarshaCollier

JeffreyJKingman Train lines MUCH shorter, double legroom, seat reclines double; w/natl wifi attenae, coverage 80% of country

karla_porter What are you thinking, the park? RT @toddschnick: @karla_porter claustrophobic and a cheap date. we have got to talk…

mommysbazaar another great chat, glad I had something to say this week

MarshaCollier @awakeningaimee If we don’t stand up for ourselves, we may not get service. Asking ain’t getting, but sometimes works

awakeningaimee @JeffreyJKingman #custserv I tweeted about USair #fail I guess they aren’t on Twitter or don’t care

MarshaCollier @karla_porter Thank you for your blog writeup, I will RT it again later

JeffreyJKingman Train prices cheaper, I’ve left laptop for an hour on seat tray. On 3 tripscoast2coast only had seat next filled total of 6 hrs

awakeningaimee @MarshaCollier #custserv agreed

msgatoradr Thanks for letting me jump in @JeffreyJKingman @MarshaCollier @awakeningaimee

JeffreyJKingman @msgatoradr thank you for joining!

awakeningaimee @msgatoradr #custserv thanks for jumping in.

BizzOnWeb @MarshaCollier Later you. Hoep all is well and you’re feeling good :-)

toddschnick @karla_porter hmmmm, wide open spaces. and most parks are free. might be a good option for ya!

JeffreyJKingman @awakeningaimee If they have a “good” socialmedia manager – they’ll notice #USAir. If not….. #custserv #fail

msgatoradr @JeffreyJKingman Great. Look forward to another good chat.

awakeningaimee @JeffreyJKingman I agree & it’s unfortunate they did not

awakeningaimee @JeffreyJKingman @msgatoradr @MarshaCollier see ya later thanks

expertresumeman RT @karla_porter: I do not EVER check baggage, if it doesn’t go in the carry on it doesn’t go – I hate baggage claim

January 27, 2010

#custserv 05 :: Returning Merchandise Bought Online Customer Service Dialogue

JeffreyJKingman 2nite Customer Serv Chat: Returning Merchandise Bought Online, w/@MarshaCollier #custserv at 9pm EST

MichelFalcon RT @JeffreyJKingman: 2nite Customer Serv Chat: Returning Merchandise Bought Online, w/@MarshaCollier #custserv at 9pm EST

karla_porter If U R into customer service then you might like to join the 9pm EST chat #custserv <– always a good time.

Shennee_Rutt RT @karla_porter: If U R into customer service then you might like to join the 9pm EST chat #custserv <– always a good time. Yes.

JeffreyJKingman Starting: “Returning Merchandise Bought OnLine – the good, the bad, the ugly” w/@MarshaCollier on #custserv – come join in!

Le_Brenda RT @karla_porter If U R into customer service you might like to join the 9pm EST chat #custserv <- a good time.–>do we get 2 name names?

JeffreyJKingman Customer Service Dialogue is co-hosted by @MarshaCollier and myself to chat about “everything” customer service

JeffreyJKingman Welcome to tonight’s Customer Service Dialogue on #custserv. Tonight’s topic is Returning Merchandise Purchase Online

MarshaCollier To introduce myself, I’m the author of e-commerce and eBay Dummies books, radio personality http://www.marshacollier.com

JeffreyJKingman You can follow along tonight by using http://bit.ly/jxgKO. Enter custserv in the field at the top. We’re a fast-moving dialogue

JeffreyJKingman Please visit the Customer Service Dialogue at http://bit.ly/5YmVm1 for transcripts and other good stuff

JeffreyJKingman U can follow along tonight by using http://bit.ly/jxgKO. Enter custserv in the field at the top. We’re a fast-moving dialogue

karla_porter Oh yes you do! RT @Le_Brenda: 9pm EST chat #custserv <- a good time.–> do we get 2 name names?

JeffreyJKingman Now Starting: “Returning Merchandise Bought OnLine – the good, the bad, the ugly” w/@MarshaCollier on #custserv – come join in!

JeffreyJKingman I’m CEO of Chalkboarder – international relationship engineering B2B and B2C, strategic brand/concept development, socmed

MarshaCollier Tonight’s chat will take a different format than our previous chats. We’ve all bought stuff online.

JeffreyJKingman @MarshaCollier is a best selling author of e-commerce and eBay Dummies books, radio personality http://www.marshacollier.com

JeffreyJKingman Tonight’s #custserv topic is Returning Merchandise Purchased Online. Everyone is welcome to chip in.

JeffreyJKingman What we’d like to do is ask for stories of trying to return stuff you bought online: the good and bad experiences.

MarshaCollier What we’d like to do is ask for stories of trying to return stuff you bought online: the good and bad experiences.

JeffreyJKingman We’d also like to ask for creative thinking on how companies can improve this part of customer service.

MarshaCollier So, to begin: have you ever had to return an item you bought online?

MarshaCollier Was the process frustrating or easy? Please share your stories…

JeffreyJKingman As the chat moves along, we’ll try as a group to identify places a company succeeded and where they can do better.

RenaissGourmet RT @JeffreyJKingman: Customer Service Dialogue is co-hosted by @MarshaCollier +myself to chat about “everything” customer service

MarshaCollier I’ve returned a lot of goods that I bought online. Some companies make it easier than others

laineyd7 @MarshaCollier Zappos.com is awesome for returns every time.

shashib RT @MarshaCollier: Was the process frustrating or easy? Please share your stories…

MarshaCollier @RenaissGourmet have you ever returned an item you bought online?

MarshaCollier @laineyd7 I agree, @Zappos is head and shoulders above the rest. They don’t make you feel like a criminal for returning goods

JeffreyJKingman As a chef, I bought some food stuff from a manufacturer. Some of the contents were split and unusuable. #frustration

ebayinkblog My wife and I opened a present for our children we got on eBay on Christmas eve and it was cracked. Seller replaced within a week.

JeffreyJKingman Getting the manufacturer on the phone was the first hard part – no phone number

MarshaCollier I’ve returned items to Victoria’s Secret as well, they include a return label with every order

MarshaCollier @ebayinkblog Did you leave appropriate feedback for the #eBay seller? That’s great service!

MarshaCollier @JeffreyJKingman Buying from a manufacturer can be problematic. They don’t always have the CS infrastructure set up

JeffreyJKingman @RenaissGourmet Welcome to #custserv, Angela!

JeffreyJKingman @ebayinkblog Welcome to #custserv!

MarshaCollier On the other hand, returning items to Amazon is not a pleasant proposition

MarshaCollier Have you ever called Amazon to make a return?

JeffreyJKingman @MarshaCollier Yes and this was a small mfg. It seems a simple concept to put your phone on website and shipping invoice

Shennee_Rutt @MarshaCollier I have to say QVC is amazing with Customer service. They either replace it, return it, or refund.

RenaissGourmet I would have but didn’t bec of potnl hassle RT @MarshaCollier: So, to begin: have U ever had to return an item you bought online?

ebayinkblog We did indeed @MarshaCollier! It was my wife’s account too so it wasn’t like the seller knew it was 4 the eBay blogger or anything

MarshaCollier @ebayinkblog I’ve found that when buying on eBay, I feel more comfortable because of the PayPal buyer program

JeffreyJKingman @MarshaCollier Once I found their phone – they wanted proof. Had to take digital pic and email it.

MarshaCollier @RenaissGourmet As online retail grows, we can’t be worried about potential hassles. this may be the way we all shop in future

rjamestaylor @MarshaCollier a friend posted a guest article about his headaches with @xtreme_geek here: http://bit.ly/7ZfzWB

Shennee_Rutt @MarshaCollier Why what is wrong with Amazon? I thought they were supposed to be exceptional?

MarshaCollier @Shennee_Rutt What is the procedure from QVC? Did you buy online? or off a TV show?

ebayinkblog re: @Zappos. Traditionally only 2 people will pick up a piece of trash off the floor of a business – the janitor and the owner

MarshaCollier @Shennee_Rutt “Supposed to be” is the key. I find it varies on the phone rep you get on the phone. I got an inquisition

ebayinkblog From what I can tell @zappos that philosophy applies to EVERY SINGLE employee #custserv Incredibly impressive

MarshaCollier RT rjamestaylor a friend posted a guest article about his headaches with @xtreme_geek here: http://bit.ly/7ZfzWB <thanks>

JeffreyJKingman @rjamestaylor Have you had to return anything bought online?

JeffreyJKingman @RenaissGourmet What was the item you would have returned if no hassle?

RenaissGourmet I realize that and am finding my way with it. I now do 80 percent of my shopping online! @MarshaCollier

magisterrex @MarshaCollier My wife returned a not-to-spec custom-made shirt to an etsy seller. They replaced it quickly with the right one.

MarshaCollier @ebayinkblog Company culture goes a long way in how customer service is handled Check out #FedEx

ScentedGarden only once, in 10yrs, did I not accept a return & that was because she didn’t buy it from my store, we never carried the item.

MarshaCollier @magisterrex Good to hear about etsy. How had you paid for the item?

JeffreyJKingman The topic for tonight’s dialogue on #custserv is “Returning Merchandise Bought Online – the good, bad and ugly” do come join us!

MarshaCollier @ScentedGarden That is perfectly proper. How did you handle the situation with the customer?

MarshaCollier I am really at the mercy of my customers. They ARE my business. I always take returns on new merchandise

rjamestaylor @JeffreyJKingman @marshacollier I had to return a mis-delivered item from @BestBuy. Was not a pleasant experience: had to escalate

magisterrex @MarshaCollier Visa. The process was hassle-free. #custserv PayPal’s buyer program doesn’t entice me to shop on eBay.

JeffreyJKingman RT @VickieMacFadden some companies purposefully don’t put phone on website. Read abt tshirt biz does everything by email

ebayinkblog Did everyone see the NRF Customer Service rankings for 2009? #custserv http://bit.ly/6H9IzN I blogged here: http://bit.ly/5u5rwV

kathykeefe RT @MarshaCollier: I am really at the mercy of my customers. They ARE my business. I always take returns on new merchandise

MarshaCollier RT @JeffreyJKingman Topic for dialogue on #custserv is “Returning Merchandise Bought Online – good and bad” do join us!

MarshaCollier @rjamestaylor Please tell us how @BestBuy mangled your transaction

JeffreyJKingman @VickieMacFadden Yes, but if customers can’t get thru via email and they don’t have phone?? #custserv #basicbizsense

MarshaCollier @magisterrex I’ve found that #PayPal refunds are pretty simple as long as you’re buying something that falls w/n parameters

MarshaCollier RT @ScentedGarden I suggested she see if another store was where she bought it & offered 15% discount future purchases in my store

magisterrex @MarshaCollier Perhaps. I’ve been disappointed by the items on eBay, but not to the point of returning them.

rjamestaylor @MarshaCollier ordered a FlipMinoHD April ’09. Received a flash thumb drive. Called to return – got a full mailbox by outsourced

magisterrex @MarshaCollier I think I’ve been fortunate to deal mostly with sellers who don’t need a PayPal policy to provide good service.

JeffreyJKingman RT @SeattleMaven Kitchen remodel fiasco: bought faucet online. showed in-stock, yet was out. When I cancelled, it suddenly appeare

JeffreyJKingman @SeattleMaven Did you have to call them to cancel?

ScentedGarden @MarshaCollier ty, I forgot to add

MarshaCollier @magisterrex Visit my eBay store anytime ;)

JeffreyJKingman RT @SeattleMaven: Has already re-ordered from biz that actually had in stock. 1st seller claimed was ‘on the way’ – never showed

MarshaCollier RT SuzeMuse it’s been my experience that returning anything to an online retailer is a pain in the you-know-what

JeffreyJKingman RT @SeattleMaven: @JeffreyJKingman They revised to refund … ended up with FL state BBB who finally got action. #LessonLearned

rjamestaylor @MarshaCollier didn’t want to, but had to contact a @BestBuy Twitter-er to fix. Ordered “overnight” – replacement sent “ground”

MarshaCollier @PhillipHoffman Join us in the #custserv chat

MarshaCollier @rjamestaylor Argh! How frustrating

JeffreyJKingman @rjamestaylor Was that @BestBuy Twitterer off-shore?

MarshaCollier I realized 4 days b/f Christmas, that I didn’t get my complete order of gifts from @ThinkGeek. They sent missing items overnight

JeffreyJKingman RT @SeattleMaven Cxl’d both online & phone, their claim: message cldn’t get 2 warehse ’til nxt day Wrhse sent – didn’t ever come

MarshaCollier @rjamestaylor Were the phone agents in the US? or outsourced?

rjamestaylor @MarshaCollier and that was AFTER an in-store #custserv fail blogged about here: http://www.rjamestaylor.com/best-buy-fail/

MarshaCollier @SeattleMaven Please be sure to use #custserv after your posts or we can’t see them in the stream

JeffreyJKingman @SeattleMaven did you get your money back? #custserv Were you dealing with agent in FL? How responsive was BBB?

JeffreyJKingman RT @VickieMacFadden I agree! I’ll never purchase from an online biz with no phone listed. It’s one of the 1st things I look for!

JeffreyJKingman Please be sure to use #custserv after your posts or we can’t see them in the stream cc:@VickieMacFadden :)

MarshaCollier Ever since my 1st book on shopping online years ago, I say never shop form a website with no porper contact info and address

JeffreyJKingman Are there preferences for being able to contact #custserv by email or phone to return merchandise bought online?

RenaissGourmet A pair of boots. Believe had to go into outlet to do. RT @JeffreyJKingman: What was the item you would have returned if no hassle?

JeffreyJKingman RT @rjamestaylor: @JeffreyJKingman no – Twitter-er worked in main HQ in US. Good guy. #custserv Sounds like @SearsHTS – did he move co’s?

MarshaCollier I’ve been banging this message for over 11 years (Shopping Online Safely) and yet people still give cc info too easily

MarshaCollier @RenaissGourmet How did they tell you that you needed to go to outlet? and you bought them online?

SeattleMaven @JeffreyJKingman No tracking # …wanted to charge ‘restock fee’, but couldn’t show proof it had ever been in stock then shipped!

JeffreyJKingman @RenaissGourmet Was the in-store process easy or difficult?

MarshaCollier @SeattleMaven did you ever get the problem solved to your satisfaction?

magisterrex @MarshaCollier If a website wants to use a credit card processor, they need to put the address + return & privacy policies.

EbayClasses I always give L.L. Bean as an excellent example of Great Customer Service to my Ebay students.

VickieMacFadden @JeffreyJKingman I’m too long winded to get #custserv in after posts! :) Just kidding!! I have an online B2B biz, #custserv critical! -

MarshaCollier RT @ginakay particularly when the “product” is cloaked etc. or ends up being something other than originally promised.

MarshaCollier RT @SBCFulfillment I think a phone number is mandatory as well.

JeffreyJKingman @RenaissGourmet As an online retailer – how do you instill confidence for customers to buy your products?

JeffreyJKingman @VickieMacFadden :)))

MarshaCollier RT @rjamestaylor phone service was in Indo-China area. Twitter-er was in mid-west (good guy).

MarshaCollier RT @ginakay Also those freakin’ landing pages that make you give YOUR contact info? No way.

mvermut @MarshaCollier as well as reviews for shopping experience

MarshaCollier Please hasmark your replies so we can all see them – go to http://tweetchat.com/room/custserv to follow & they inserted auto

JeffreyJKingman @EbayClasses LLBean operates 24/7/365 in Maine. You can go in store at 3am anyday. I think their #custserv dept is there too

SkagitIMS I have to give a shout-out to the #custserv people trying to wade through all the “We love America” Brown Brigade tweeting up

MarshaCollier @VickieMacFadden What kind of business do you run online?

SeattleMaven @MarshaCollier Finally – got my CC refunded. I owe it to the FL BBB. Designer Plumbing Outlet never would have backed down to me

MarshaCollier Good point! RT @mvermut: @MarshaCollier as well as reviews for shopping experience

RenaissGourmet @MarshaCollier: great cust service story about @ThinkGeek Wish all online shop issues were thateasily handled!

MarshaCollier @SkagitIMS Thank you

VickieMacFadden @JeffreyJKingman companies shd understand if u come away with bad feelings in transaction, you won’t likely be back!

MarshaCollier @SeattleMaven Interesting story, thanks for sharing. Any good stories?

RenaissGourmet In note w order RT @MarshaCollier: @RenaissGourmet How did they tell you that you needed 2 go2 outlet? and you bought them online?

MarshaCollier When I called @ThinkGeek I was in a panic It was @ChrisBrogan’s Bacon lip balm gift! B/c they sent overnight, it got there in time

MarshaCollier @RenaissGourmet Very warm and assuring, who was the retailer?

JeffreyJKingman I didn’t buy @Sees candy online, used storefront, but call center was spectacular in making sure gift got there quik

MarshaCollier @VickieMacFadden Word moves very quickly on the interwebs!

RenaissGourmet I didn’t return! I bought online 2 avoid going in so lived w it. RT @JeffreyJKingman: Was the in-store process easy or difficult?

JeffreyJKingman @VickieMacFadden so true. these stories remind me of restaurateurs that consider every bad table suspect of cheating

JeffreyJKingman @RenaissGourmet I bet they never made another sale with you ;)

MarshaCollier Anyone else care to name names of companies they’ve had issues with?

RenaissGourmet Clear instructions+contact info RT @JeffreyJKingman: As an online retailer – how do U instill confidence for customers 2buy?

jeffrago @MarshaCollier Dell

JeffreyJKingman Or name names of companies that did good #custserv in returning online purchases ;) ala LLBean

mastoyshop RT @MarshaCollier: I realized 4 dys b4 Christmas, I ddn’t get complete order frm @ThinkGeek. They sent missing items overnight

JeffreyJKingman @RenaissGourmet do you just use email as a contact method?

RenaissGourmet marks.com If there was alt option did not see it RT @MarshaCollier: @RenaissGourmet Very warm and assuring, who was the retailer?

darlakrusee @MarshaCollier Comcast (BIG time)

MarshaCollier Return instructions should be clearly outlined on the site – also the customer’s responsibility to READ them before buying

MarshaCollier @jeffrago What about Dell? Do you have a story for us? (Would love to hear)

MarshaCollier RT @JessicaGottliebdirectv (good outcome), Virgin Altlantic (maybe notsomuch again), AT&T (good), Motrin (abysmal)

RenaissGourmet Not online! RT @JeffreyJKingman: @RenaissGourmet I bet they never made another sale with you ;)

mommysbazaar @MarshaCollier you mean you want people to actually read everything, I think people tend to scan things rather than read

MarshaCollier RT @darlakrusee Comcast (BIG time) #custserv

VickieMacFadden @MarshaCollier I’m an MD,Marketing Doctor! Promotional Products.Our factories all over US ship 2 clients all over US! 10yr anniv!

MarshaCollier RT @terrysimpson as a businessman many don’t ask me for returns– here’s your appendix back

MarshaCollier @VickieMacFadden Do you also sell to online retailers?

hianthony RT @MarshaCollier Return instructions should be clearly outlined on the site – also customer’s responsibility to READ them

MarshaCollier Exactly, the customer must take responsibility for their end of transaction by READING terms cc @mommysbazaar

heartoflincoln @MarshaCollier I’ve always had issues with AT&T

RenaissGourmet Childrens Place. Outlets in Canada no ship 2 CDN. They lost a 300 dollr order! RT @MarshaCollier: companies had issues with?

MarshaCollier RT @JessicaGottlieb directv (good outcome), Virgin Altlantic (maybe notsomuch again), AT&T (good), Motrin (abysmal)

MarshaCollier @JessicaGottlieb Who really did it right? and how? we’d love to hear

MarshaCollier @heartoflincoln Was this via phone or an online purchase?

JeffreyJKingman @RenaissGourmet how can a canadian company not sell to canadians? (wiggles head)

MarshaCollier By the way, visit the Customer Service Dialogue at http://custservdialogue.wordpress.com for transcripts and other good stuff

MarshaCollier RT @heartoflincoln I have AT&T DSL, they’ve double billed me more than once. It’s always a pain to use their automated phone tree

Shennee_Rutt @MarshaCollier Great conversation tonight!#custserv Thank you!

MarshaCollier RT @VickieMacFadden when a company messes up, do u think simply accepting return is enough? should there be something extra?

JeffreyJKingman I’ll put tonight’s transcript up in a couple days at htt://custservdialogue.wordpress.com

MarshaCollier @VickieMacFadden I don’t think it is enough. They should include a discount on a future order or free shipping.. or something!

darlakrusee @MarshaCollier Had great return experience with Overstock.com – and it was a bulky, expensive item.

MarshaCollier RT @JessicaGottlieb Directv & ATT both turned me in2 their evangelis, all they did was answer phone the US & provide great service

jeffrago @MarshaCollier Sent computer to be fixed from NY, they returned fixed computer to CA (old address). Never saw original again.

MarshaCollier @JessicaGottlieb We’d all like to know exactly who you spoke to at AT&T, the #custserv transcripts are full of unhappy customers

VickieMacFadden @JeffreyJKingman Read Ken Peters blog abt Barnes&Noble issues. No wonder their sales were down 4th qtr! http://bit.ly/5l7WZ7

jeffrago @MarshaCollier I did eventually receive a refurbished computer but it took weeks once they discovered their mistake.

DavidKirlew @MarshaCollier For me Apple and Brighthouse has been great providing

MarshaCollier RT @JessicaGottlieb http://bit.ly/53DsqG basically what Directv did Didn’t cost them any $ I pay a fortune to watch TV & I’m happy

MarshaCollier @jeffrago Want to name names?

mommysbazaar @MarshaCollier I think it depends on the reason needed for the return, if my mistake no, if company mistake % off is good idea

MarshaCollier @DavidKirlew Would love to hear your examples

MarshaCollier RT @JessicaGottlieb and I love the Uverse but still cannot recommend it because without a huge voice your service might suck.

VickieMacFadden @MarshaCollier yes we do sell to Online retailers who put promo products with orders so their website stays in front of customers!

MarshaCollier RT @SITSGirls Chase cust. service= #fail. We call weekly to get double posted charges reversed. Now looking for a new bank.

DavidKirlew @MarshaCollier Do you specific examples why

MarshaCollier RT @Marketplicity I have always been pleasantly suprised when I go to a RadioShack Employees are extremely helpful, knowledgeable

JeffreyJKingman @jeffrago did they give steep discount?

MarshaCollier @jeffrago Please join us next week with any customer service stories. We do this every Tuesday!

VickieMacFadden @MarshaCollier we’re on the same wave length! But many companies seem intent on doing least acceptable instead of going for WOW

ScentedGarden @SITSGirls I second that…chase is the worst to deal with. #custserv @MarshaCollier

DavidKirlew @MarshaCollier With Brighthouse I get to a technician quickly hardly on hold.

MarshaCollier RT @heartoflincoln Another thing is customer service hours have to be reasonable. I should b able 2 call when home. ATT closes @ 6

JeffreyJKingman RadioShack (aka The Shack) has a long history of talent

RenaissGourmet Primary contact to initiate dialogue best way 2 reach, then phone RT @JeffreyJKingman: do you just use email as a contact method?

MarshaCollier @VickieMacFadden You’ll be interested in the book I’m writing on Customer Service. Wow isn’t enough anymore

MarshaCollier @DavidKirlew What does Brighthouse sell?

JeffreyJKingman What about 1/4 of population that can’t make phone call during normal biz hours?

MarshaCollier Most companies today do fall to the lowest denominator @VickieMacFadden

DavidKirlew @MarshaCollier Brighthouse is an Internet, Digital Cable TV, and phone provider

JeffreyJKingman WOW!!! What a great #custserv chat tonight! Thank you everyone for sharing your stories and thoughts!

DavidKirlew @MarshaCollier Wachovia has been quick to fix any issues with my banks accounts I may have

mommysbazaar @JeffreyJKingman very seldom can I make a call during regular biz hours, easier 4 me later in the evening, 9-5 can be frustrating

JeffreyJKingman RT @MarshaCollier: Most companies today do fall to the lowest denominator @VickieMacFadden

darlakrusee Bluehost web hosting seems to have much better #custserv than GoDaddy. Patient w/ newbies, nice, knowledgeable folks.

VickieMacFadden @MarshaCollier Our definition of WOW: Waaaaay Over What is Expected!

mommysbazaar one night I was on hold with gateway for over 1 hr and then it rang that the office was now closed, never called them again

jeffrago @MarshaCollier I will see if I can find my letter by then.

MarshaCollier Please everyone join us next Tuesday, same time same Twit-hashmark #custserv

JeffreyJKingman @mommysbazaar yes I’m thinking also of lower econ status that have to work 2 jobs and don’t get home til 11pm or later.

MarshaCollier @VickieMacFadden Yes, that’s the definition. We should talk one day

MarshaCollier @mommysbazaar major #fail

JeffreyJKingman Same “Bat” channel! ;) you can find past transcripts at http://custservdialogue.wordpress.com. I’ll get 2nites up in a couple days

MarshaCollier @JeffreyJKingman you should sell online – it’s a great way to add to your income

jeffrago @JeffreyJKingman No discount. No apology. Just a lot of run around. Whoever occupied my former residence got a computer though

MarshaCollier Good night all – THANK YOU for a lively discussion

mommysbazaar @JeffreyJKingman and working parents, I know as soon as I pick up the phone the kids need something, no time to sit on hold

JeffreyJKingman Thank you everyone for jumping in tonight!

JeffreyJKingman @jeffrago did you call BBB?

JeffreyJKingman @MarshaCollier we use social media almost exclusively to build our client base, at least to identify possibilities

jeffrago @JeffreyJKingman It was so long ago I don’t really remember. I did vow never to buy Dell again.

VickieMacFadden @MarshaCollier let me know abt your book! I’m an avid reader! wd love to talk. DM me and we’ll set up a time. I’m East Coast. You?

RenaissGourmet Thanks for the chat! RT @JeffreyJKingman: @MarshaCollier: @VickieMacFadden

LindaSherman RT @MarshaCollier: visit the Customer Service Dialogue at http://custservdialogue.wordpress.com for transcripts, other good stuff

kristinathorpe @tedcoine Did you know @MarshaCollier has a #custserv chat every Tuesday?

January 18, 2010

Returning Merchandise Bought Online

Join us Tuesday Jan 19 at 9pm EST on Twitter – follow #custserv for the dialogue. We’ll be discussing good and bad experiences in returning merchandise bought online.

January 16, 2010

#custserv 04 :: Online Customer Service Centers

Tuesday Jan 12, 2010

JeffreyJKingman History of Online Call Centers. http://bit.ly/7MkFJV Tonights Customer Service Dialogue is at 9pmEST on #custserv w/@MarshaCollier

JeffreyJKingman One hour to Customer Service Dialogue tonight w/@MarshaCollier on #custserv: Online Customer Service Pros/Cons

JeffreyJKingman Starting in five minutes w/@MarshaCollier – The Customer

JeffreyJKingman @MarshaCollier is a best selling author of e-commerce and eBay Dummies books, radio personality http://bit.ly/4GxvpT #custserv

JeffreyJKingman Please visit the Customer Service Dialogue at http://bit.ly /5YmVm1 for transcripts and other good stuff #custserv

JeffreyJKingman You can follow along tonight by using http://bit.ly/jxgKO. Enter custserv in the field at the top. We’re a fast-moving dialogue #custserv

MarshaCollier Tonight’s #custserv topic is Online Call Centers Pros v Cons. Everyone is welcome to chip in. #custserv #custserv

JeffreyJKingman @HatsOffToFood hey welcome to the dialogue; it helps for everyone to see if you add #custserv to the tweets

wordsdonewrite @JeffreyJKingman I prefer the phone to the web for #custserv issues. Online forms = black holes. Better results via phone.

JeffreyJKingman Folks – it seems there are tech issues tonight with Twitter on #custserv so bear with us.. it might be sloppy

JeffreyJKingman RT @wordsdonewrite: @JeffreyJKingman I prefer the phone to the web for #custserv issues. Online forms=black holes. Better results via phone.

JeffreyJKingman RT @JeffreyJKingman: Lets jump real quick to question #2

JeffreyJKingman Q2. Several tools are used in online #custserv: email, wiki, comment box, and “live” chat. What are the pros/cons of each?

MarshaCollier OK, I think Twitter is broken #custserv

MarshaCollier @wordsdonewrite I really do hate those online chats, it seems like the peron isn’t paying attention #custserv

Rewardfeedbackthem Live chat usually asked me to pick up the phone and call them…LOL #custserv

JeffreyJKingman @wordsdonewrite @HatsOffToFood Both prefer the phone to web for customer service issues #custserv

MarshaCollier @rewardfeedback at least you get some service that way, I picture them w 20 windows open at once #custserv

JeffreyJKingman Folks Twitter seems to be struggling tonight – perhaps result of Haiti Quake; please bear w/us during #custserv

JeffreyJKingman RT @MarshaCollier: @wordsdonewrite one of the issues with online “live” customer service agents then #custserv

MarshaCollier Why does everyone see online forms as black holes? #custserv

JeffreyJKingman @MarshaCollier So I won’t even bother. I’d rather be stuck on hold for an hour, because I feel I got the tiger by tail

JeffreyJKingman @rewardingfeedback what is your opinion about live chat help? #custserv

MarshaCollier @JeffreyJKingman I don’t have the patience to wait on hold. B/c then I have to tell my story at least 3x #custserv

JeffreyJKingman RT @Toby_Metcalf: @wordsdonewrite sometimes phone is better for C/S, but hold times are too high and communication issues abound #custserv

MarshaCollier @JeffreyJKingman and the answers I get in online customer service seems like they are copied & pasted from notes #custserv

JeffreyJKingman @Toby_Metcalf I almost always ask now for a supervisor or manager when I call phone customer service #custserv

MarshaCollier @Toby_Metcalf what do you see as the solution to the long hold times vs inane online chat? #custserv #custserv

JeffreyJKingman RT @MarshaCollier: @JeffreyJKingman Do you ever feel you have the attention of the person in an online service chat? #custserv

JeffreyJKingman RT @MarshaCollier: @JeffreyJKingman I don’t have the patience to wait on hold. B/c then I have to tell my story at least 3x #custserv

JeffreyJKingman RT @MarshaCollier: and the answers I get in online customer service seems like they are copied & pasted from notes #custserv

MarshaCollier Long hold times vs inane online chat? Solutions? Anyone #custserv

JeffreyJKingman RT @Toby_Metcalf: EVERYONE wants a live person, but it is too hard to get one live and from the US. Dell charges a premium for it.

JeffreyJKingman @Toby_Metcalf please join in with hashtag #custserv :)

MarshaCollier RT @Toby_Metcalf: EVERYONE wants a live person, but it is too hard to get one live and from the US. Dell charges a premium #custserv

cbruemmer @MarshaCollier Yes, I noticed that too. Seems like the internet is slow today — maybe, it is cold! #custserv

mommysbazaar once in a while I get a decent response via online chat prefer it to long holds #custserv

hashtager # @Toby_Metcalf please join in with hashtag #custserv :)

JeffreyJKingman RT @Toby_Metcalf: RE: Q2 – live chat is right direction; Twitter is a tool here. Problem: some folks can’t communicate via type #custserv

MarshaCollier @Toby_Metcalf We’ve had great success in the past – I think it’s the Haiti earthquake tweets slowing the system #custserv

MarshaCollier @mommysbazaar so you prefer online chats? why? #custserv

Toby_Metcalf @MarshaCollier @JeffreyJKingman #custserv pay the CEO’s less and staff the call centers LOL Live chat with a co. is a good middle ground

JeffreyJKingman I understand how companies want to triage #custserv, but when I tell them my issue is difficult an they still run me 3X ragged.. frustration

Toby_Metcalf RE: Q2 – live chat is in the right direction; Twitter is a great tool here. Problem: some folks can’t communicate via type #custserv

MarshaCollier @Toby_Metcalf Wonder if live chat service employees are paid differently from live phone? #custserv

MarshaCollier Q3. What successes have you experienced in online customer service? #custserv

MarshaCollier @cbruemmer which do you prefer? Online or voice customer service? I almost prefer email replies #custserv

JeffreyJKingman From what I read earlier, the Phillipines have had problems training a workforce recently and adequately enough (wiki) #custserv

MarshaCollier @mommysbazaar I agree, but do you feel that online chat is impersonal? #custserv #custserv

Toby_Metcalf @MarshaCollier #custserv my Co. is using help topics on our site – may folk are so IT savvy now, self-service can work (product dependent)

JeffreyJKingman @Toby_Metcalf helptopics on site(wikis) for mid and smaller companies ok, but large like MS Office products is difficult #custserv

mommysbazaar I honestly think it’s also a matter of personal preference, some people like myself are more comfortable online others with voice #custserv

Toby_Metcalf @MarshaCollier Yes! Our support team is very empowered and well trained #custserv

mommysbazaar what I dislike more than automated chat is the automated phone answering systems, as it take me forever to get where I want to go #custserv

JeffreyJKingman @mommysbazaar I agree. I’m more comfortable w/live person: I feel I’m getting somewhere.

MarshaCollier @mommysbazaar Yes, I hate press 1 then 2…. then 3… zzzzz

Turban_Diva @MarshaCollier Sometimes so. Now I’ll keep track of best chat services & post the compliment! #custserv

MarshaCollier Q4. What frustrations are prevalent in online customer service?

Toby_Metcalf @MarshaCollier Certainly. Hospitality transplant into community mgmt for an IT/CE Marketplace #custserv http://www.onforce.com/ -

MarshaCollier I hate when after a drawn out service that when they ask me to “take an online survey” #custserv

mommysbazaar @MarshaCollier or even worse the voice activated ones, say yes, say no, say what you need, most of the time I know I need a person #custserv

hianthony @JeffreyJKingman @MarshaCollier Online customer service does seem to be a cut and paste job. + a pain to navigate.

MarshaCollier @mommysbazaar I just end up screaming into the phone

mommysbazaar thats why with the phone co I will always choose, live chat over calling, at least I dont feel like I am talking to a computer :) #custserv

Turban_Diva @MarshaCollier I like the convenience of email responses both as a customer & a small business owner. #custserv

MarshaCollier @mommysbazaar good point #custserv

MarshaCollier @Turban_Diva Do you handle customer service issues online? #custserv

MarshaCollier Q5. Consumers: what suggestions would you give companies for online customer service? #custserv

mommysbazaar @Turban_Diva – personally I don’t care to deal with issues I am having via email as sometimes I need a quicker response.

MarshaCollier @JeffreyJKingman It’s going to be interesting to get an archive, I am only getting half of the #custserv tweets

MarshaCollier @Toby_Metcalf Because the operator handles five calls at a time? #custserv

mommysbazaar @MarshaCollier they need to realize that CSR are their public face to their company and need to make sure they are well trained #custserv

JeffreyJKingman @MarshaCollier I’ll do my best to meet your #custserv expectations :))

Toby_Metcalf @MarshaCollier @JeffreyJKingman looking forward to the results #custserv so much good input here

JeffreyJKingman @hianthony I agree with cut n paste #custserv

JeffreyJKingman @mommysbazaar I think thats part problem: not enough skill/trng in #custserv departments: rare

mommysbazaar effective CSR is one of the most valuable assets, whether on phone or via live chat #custserv

MarshaCollier Q7. Businesses: how could customers have a better online customer service experience? #custserv

mommysbazaar @JeffreyJKingman very true and CSR is considered an entry level position, as they think anyone can answer a phone #custserv

JeffreyJKingman @Turban_Diva Do they handle #custserv issues on your behalf?

MarshaCollier @mommysbazaar I don’t think it should be. At #FedEx I understand customer service employees have serious corp training

Toby_Metcalf @JeffreyJKingman RE cut and past – agreed. Easy to pass along a message, but not personal. Train staff to go the extra mile #custserv

JeffreyJKingman @HatsOffToFood Would you ever complain to a multi-unit restaurant #custserv thru email, comment, phone or.. (never seen this) livechat?

Toby_Metcalf @MarshaCollier Right! Like we are now (LOL)

JeffreyJKingman One last question but first we’d like to invite you to a quick poll: http://bit.ly/5EeN5f #custserv

Turban_Diva @JeffreyJKingman No, I am still #custserv for my own company! The service they provide to me as their customer is outstanding 3dcart.com

MarshaCollier RT @mommysbazaar: and that is the way it should be, people want to know their business is valued & not by tagline at end of call #custserv

JeffreyJKingman We welcome your additional comments at http://bit.ly /5YmVm1 #custserv

Toby_Metcalf @JeffreyJKingman Q6 we look at calls in, calls dropped, chats in, chats missed, time to answer #custserv

MarshaCollier If @JeffreyJKingman can piece it together, visit http://custservdialogue.wordpress.com for tonight’s and previous transcripts. #custserv

JeffreyJKingman LOL -@MarshaCollier I think I can piece it together.. I’m sassy and I give good #custserv (started when I was a chef) ;)

MarshaCollier @Toby_Metcalf DO you allow your reps to make their own decisions on how to placate customers? Or must they follow procedure?

mommysbazaar @MarshaCollier, @JeffreyJKingman – thanks for another great chat, some great opinions #custserv

JeffreyJKingman @MarshaCollier I haven’t been in SoCal in a long time – so that street rep about me is not on any restro…. umm… nvm #custserv

JeffreyJKingman Q7 What should the Customer Service Dialogue discuss next week? #custserv

Toby_Metcalf @MarshaCollier They have procedure, but are very empowered. The Dept. Mgr is clear with expectations and fair to his team. #custserv

Toby_Metcalf @JeffreyJKingman not sure what u mean – track issues via SalesForce (CRM) #custserv

Turban_Diva @JeffreyJKingman @MarshCollier my first time here, thanks for doing this! #custserv

JeffreyJKingman Thank you everyone for participating in #custserv tonight. We feel it was difficult to manage the thread b/c of technology tonight

JeffreyJKingman @Turban_Diva Thank you for joining #custserv! Every Tues night at 9pm EST

JeffreyJKingman @Toby_Metcalf Do you track #custserv resolving the customer issues or not being able to resolve?

swishbaby I 2nd that!! RT @MarshaCollier: I hate when after a drawn out service that when they ask me to “take an online survey” #custserv

Toby_Metcalf Enjoyed the #custserv Customer Service discussion tonight! Great ideas exchanged, looking forward to the summary.

cbruemmer @MarshaCollier Sorry Marsha — was away. I think I prefer email. I asked my husband and he said neither! #custserv

mollierosev @MarshaCollier I hate when sites automatically open up ‘#custserv ‘ chat window. Sometimes I just want to browse, not pitched on a product.

mollierosev @MarshaCollier Btw, sorry about the late #custserv response. Was in a meeting and missed the whole darn thing. :(

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