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

Transcript for May 10, 2011

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

asap in #custserv?”

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

588 Twitter search results 152 retweets 264 @replies 14 links

Time User Tweet

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

Greg! #custserv

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

IT background. Companies only exist to serve customers #custserv

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

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

with the lighting round 😉 #custserv

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

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

Have fun, behave and enjoy. #custserv

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

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

asap in #custserv?”. #custserv

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

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

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

#custserv

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

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

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

#custserv

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

asap in #custserv?”

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

#custserv

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

chat question tonight? 🙂 #custserv

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

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

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

managed contact centers previously. #custserv

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

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

#custserv

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

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

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

#custserv

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

pharma and CPG verts

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

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

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

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

#custserv

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

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

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

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

customer to get satisfaction asap in #custserv?”

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

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

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

daughter, owned by one weimaraner #custserv

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

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

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

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

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

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

#custserv

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

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

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

#custserv?

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

what the company offers and ask for it. #custserv

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

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

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

#custserv

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

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

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

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

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

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

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

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

is customer satisfaction#custserv

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

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

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

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

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

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

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

#thatisall #custserv

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

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

#custserv

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

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

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

#custserv

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

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

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

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

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

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

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

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

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

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

edge/sustainability

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

customer service via phone? #custserv

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

choice & listen. #thatisall #custserv

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

customer’s choice & listen. #thatisall #custserv

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

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

#custserv

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

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

#custserv

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

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

phones over any other channel. 🙂 #custserv

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

#custserv

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

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

to know “the system”? #custserv

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

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

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

Channel. Do you have appropriate Service Levels? #custserv

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

you are still alive! #custserv

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

?

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

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

your company for customer service via phone? #custserv

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

treat them like they are wrong. #custserv

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

by twitter – B2B vs B2C #custserv

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

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

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

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

#custserv

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

#custserv

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

process be clearly defined #custserv

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

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

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

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

culture they’ve cultivated. #custserv

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

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

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

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

#custserv

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

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

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

on it? #custserv < so 21st century 🙂

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

#custserv

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

future). Phone is for resolution #custserv

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

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

#custserv

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

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

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

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

channels they have marketed through!n #custserv

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

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

#custserv

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

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

#custserv

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

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

available to you. #custserv

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

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

way in channel choice! #custserv

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

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

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

variation there of will always exist. #custserv

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

Does anyone have a landline to call #custserv with?

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

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

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

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

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

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

#custserv chat. Very lively discussion going on.

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

#custserv

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

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

ago! #custserv

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

#custserv

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

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

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

worldwide #custserv

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

industry though. #custserv

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

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

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

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

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

own answers it limits calls #custserv

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

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

#custserv

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

sure #custserv

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

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

#custserv

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

@JefferyJKingman Microsoft Skype…. Ewwwww…. #custserv

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

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

not to. #custserv

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

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

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

Samsung products

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

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

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

can resolve their issue internally or with Vendor. #custserv

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

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

@Citi)

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

relevant information to ans. quickly – #custserv

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

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

#custserv

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

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

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

– how can one rep do it?

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

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

#custserv

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

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

#custserv

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

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

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

#custserv

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

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

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

to relevant information to ans. quickly – #custserv

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

http://www.youtube.com/watch?v=9XJJwAZgAA0 #custserv

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 :o) #custserv

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

resolution! #custserv

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

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

thoughts on this phone? #scrm #pr #custserv

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

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

@carolyn_ray @Vivisimo_Inc @ImMarkBernhardt #custserv

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

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

#custserv

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

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

:o) #custserv

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

#custserv

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

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

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

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

#custserv

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

#pr #custserv

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

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

am wary

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

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

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

@bobchieppa #custserv

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

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

tho!

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

it” #custserv

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

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

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

transparency. Let the world know you care #custserv

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

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

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

it? #custserv

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

make decisions #custserv

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

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

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

2see response

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

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

#custserv

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

the opportunity of transparency. Let the world know you care

#custserv

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

Scaling up is hard, tho! #custserv

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

#custserv

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

manager – really?? #custserv poor issue resolution

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

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

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

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

will. Find that in the interview process. #custserv

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

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

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

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

#custserv

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

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

#custserv

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

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

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