#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 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

#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?