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! 
#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 
#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 
) #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
) #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…. #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
