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#custserv
2013-07-10 to 2013-07-10 805 Twitter search results Time 2013-07-10 1:00 am 2013-07-10 1:00 am 2013-07-10 1:01 am 2013-07-10 1:01 am 2013-07-10 1:01 am 2013-07-10 1:01 am 2013-07-10 1:01 am 2013-07-10 1:01 am 2013-07-10 1:01 am 2013-07-10 1:02 am 2013-07-10 1:02 am 2013-07-10 1:02 am 2013-07-10 1:02 am 2013-07-10 1:02 am 2013-07-10 1:02 am 2013-07-10 1:02 am 2013-07-10 1:02 am 2013-07-10 1:03 am 2013-07-10 1:03 am 2013-07-10 1:03 am 2013-07-10 1:03 am 2013-07-10 1:03 am 2013-07-10 1:03 am 2013-07-10 1:03 am 2013-07-10 1:03 am 2013-07-10 1:03 am User CustServGreeter CustServGreeter catykobe glfceo ideabloke HollyChessman AlHopper_ elizabethtraub ideabloke CustServGreeter imacsweb AlHopper_ eisconsulting EducationNews1 CustServGreeter CustServGreeter AlHopper_ CustServGreeter imacsweb marilynsuttle AlHopper_ CustServGreeter AlHopper_ GregOrtbach imacsweb LovelyLu 101 contributors 264 retweets 0 @replies 0 links Tweet @HollyChessman I am very well, thank you. Enjoying a lovely view of the Charles River from the Cambridge side. :) #custserv @SJAbbott Hello, Stephen! #custserv Hi #custserv friends. I'm around for a bit tonight & am looking forward to the conversation! I had the most exceptional #custserv experience with @ATT and @Apple !! Impressed! Got my iPhone unlocked ! Hi there, Caty. RT @catykobe Hi #custserv friends. I'm around for a bit tonight & am looking forward to the conversation! @CustServGreeter Hey, I didn't realize you're in my neck of the woods! Sweet! #custserv Herrow #custserv! How is everyone? I'm just getting settled into my not so comfy desk chair Yes happy hour is right here. RT @SJAbbott: Hello, #custserv friends. Lots of happy here this evening? Always great seeing you, Stephen. RT @SJAbbott Hello, #custserv friends. Lots of happy here this evening? @catykobe How are you, Caty? Great to see you. #custserv Good evening #custserv!!! comin' atcha from http://t.co/w4DgGUSaDW for tonight's #custserv chat Flying in for a landing to join the #custserv fam, :)...evening all! @glfceo I always get good customer service from Apple! #custserv @HollyChessman Just a couple of days, then back to the north woods. :) #custserv Starts NOW: "How do you know your customer is happy?" #custserv @imacsweb hiya Gary! #custserv @imacsweb Gary! How's you "view right now?" :) #custserv @AlHopper_ Well hello Al!!!!! #custserv Hi everyone on #custserv Ms. Holly! @HollyChessman #custserv @AlHopper_ Helloooo Al! #custserv RT @CustServGreeter Starts NOW: "How do you know your customer is happy?" #custserv Good evening #Custserv - GO signing in -coming at you live from Scottsdale, AZ this warm evening! @CustServGreeter Excellent! It's of a Toyota store in Reno... LOL #custserv Hello everyone! #custserv

2013-07-10 1:03 am 2013-07-10 1:03 am 2013-07-10 1:03 am 2013-07-10 1:03 am 2013-07-10 1:03 am 2013-07-10 1:04 am 2013-07-10 1:04 am 2013-07-10 1:04 am 2013-07-10 1:04 am 2013-07-10 1:04 am 2013-07-10 1:04 am 2013-07-10 1:04 am 2013-07-10 1:04 am 2013-07-10 1:04 am 2013-07-10 1:04 am 2013-07-10 1:04 am 2013-07-10 1:04 am 2013-07-10 1:04 am 2013-07-10 1:04 am 2013-07-10 1:04 am 2013-07-10 1:04 am 2013-07-10 1:05 am 2013-07-10 1:05 am 2013-07-10 1:05 am 2013-07-10 1:05 am 2013-07-10 1:05 am 2013-07-10 1:05 am 2013-07-10 1:05 am 2013-07-10 1:05 am 2013-07-10 1:05 am 2013-07-10 1:06 am

VickieMacFadden Good evening all! I'm faster than a speeding bullet tonight. Dropping in to say hello and I'll catch you next week! #custserv catykobe @CustServGreeter I'm doing alright, Roy, thanks! Just wrapping up a long day. How are you doing? #custserv HollyChessman @AlHopper_ Hi Al!!! So nice to see you! #custserv catykobe RT @CustServGreeter: Starts NOW: "How do you know your customer is happy?" #custserv AlHopper_ @CustServGreeter Heeeeellllllooooooo ;0) #custserv MarshaCollier @GregOrtbach Great seeing everyone in #custserv tomight! eisconsulting You know your customer is happy when they articulate such...you keep striving towards it until then. #custserv marilynsuttle Good word of mouth is one way, and referralsn #custserv CustServGreeter @eisconsulting Flaps at 15 degrees! :) #custserv imacsweb RT @MarshaCollier: @GregOrtbach Great seeing everyone in #custserv tomight! catykobe My ride is here, so I'm transitioning to mobile. That was quick! Please bear with me #custserv friends. TeresaAllen Hello all! #custserv brandonwright24 EMIS Selects SugarCRM to Deliver an Exceptional Customer Experience http://t.co/hL8FlaA3Xj #custexp #custserv #crm #sugartec AlHopper_ @VickieMacFadden don't forget to smell the roses ;0) #custserv HollyChessman @CustServGreeter Enjoy the muggy weather :p #custserv eisconsulting Heeey, :) RT @CustServGreeter @eisconsulting Flaps at 15 degrees! :) #custserv KyleneBeers Hi all--your resident teacher joining this conversation! So much of custserv is imp in a clssrm too! #custserv CustServGreeter @catykobe great, Caty! #custserv EducationNews1 Yes! \\u201c@marilynsuttle: Good word of mouth is one way, and referralsn #custserv\\u201d ideabloke Enjoy the rest of your day, Vickie! @VickieMacFadden #custserv CustServGreeter @MarshaCollier Howdy, Marsha! #custserv MarshaCollier Tonight's #custserv chat will be archived with the past here http://t.co/Su7sGyC3bb AlHopper_ BTW I'm mad @tweetdeck tonight #custserv it's consistently freezing on me :( CustServGreeter @TeresaAllen Hi, Teresa! #custserv imacsweb RT @MarshaCollier: Tonight's #custserv chat will be archived with the past here http://t.co/Su7sGyC3bb KyleneBeers A1 How do you know customer is happy? She stays your customer. #custserv MarshaCollier If you see a question you like, Please feel free to chime into the #custserv chat - don't forget the hashtag! CustServGreeter RT @MarshaCollier Tonight's #custserv chat will be archived with the past here http://t.co/z8wbdMRoKm HollyChessman @VickieMacFadden Hi Vickie! Glad to see you even if it's a brief visit #custserv MarshaCollier Please post links, news, deals and promotions during the LAST 5 minutes of #custserv chat. We strip all spam to keep pristine archives imacsweb @AlHopper_ I've got no such fr eeez i ng iss ues..... #custserv

2013-07-10 1:06 am 2013-07-10 1:06 am 2013-07-10 1:06 am 2013-07-10 1:06 am 2013-07-10 1:06 am 2013-07-10 1:06 am 2013-07-10 1:06 am 2013-07-10 1:06 am 2013-07-10 1:06 am 2013-07-10 1:06 am 2013-07-10 1:06 am 2013-07-10 1:06 am 2013-07-10 1:07 am 2013-07-10 1:07 am 2013-07-10 1:07 am 2013-07-10 1:07 am 2013-07-10 1:07 am 2013-07-10 1:07 am 2013-07-10 1:07 am 2013-07-10 1:07 am 2013-07-10 1:07 am 2013-07-10 1:07 am 2013-07-10 1:07 am

CustServGreeter AlHopper_ AB_BizAdvisors catykobe AlHopper_ elizabethtraub MarshaCollier HollyChessman MarshaCollier AlHopper_ CustServGreeter LightbulbD GregOrtbach elizabethtraub marilynsuttle annettefranz CustServGreeter BarryBirkett CustServGreeter TMetcalf44 Toby_Metcalf eisconsulting GregOrtbach

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AlHopper_ RRRhonda9 CustServGreeter elizabethtraub MarshaCollier GregOrtbach AB_BizAdvisors

RT @MarshaCollier If you see a question you like, Please feel free to chime into the #custserv chat - don't forget the hashtag! Please remember to share your links and pics until the last 5 minutes of the hour. @MarshaCollier likes to keep transcripts clean #custserv @AlHopper_ @CustServGreeter Hi all. How is everyone doing? #custserv @IamOkema it's super tricky... And I miss some things but better than missing all! #custserv RT @MarshaCollier If you see a question you like, Please feel free to chime into the #custserv chat - don't forget the hashtag! You know your client is happy when they invite you into both social and family events. #CustServ OK, #custserv housekeeping done! Hi @MarshaCollier - always a delight to see you! #custserv @HollyChessman Thanks Holly, you too #custserv I am well and you? RT @AB_BizAdvisors @AlHopper_ @CustServGreeter Hi all. How is everyone doing? #custserv @AB_BizAdvisors Nice to see you again! #custserv @AB_BizAdvisors @AlHopper_ @CustServGreeter Hello everyone! #custserv Hi everyone! RT @MarshaCollier: @GregOrtbach Great seeing everyone in #custserv tomight! You your client is happy when you get a referral call. #CustServ Twubs is pretty nice to use. Like the #custserv showing up automatically. The 4 Keys to Killer Customer Service http://t.co/E7tpUtu5VY via @TIMEBusiness with @MicahSolomon #custserv Where's our man @GregOrtbach this evening? #custserv Can't assume, not always true RT @kylenebeers: A1 How do you know customer is happy? She stays your customer. #custserv @LightbulbD Howdy howdy! #custserv @custservgreeter Good evening sir. tweetchat is no longer - how do follow the wild #custserv discussion? @custservgreeter Good evening sir. tweetchat is no longer - how do follow the wild #custserv discussion? You know your client is happy when they consistently return to you for business and refer you to other paying customers. #custserv Coming to you live from sunny Arizona Roy :D RT @CustServGreeter: Where's our man @GregOrtbach this evening? #custserv There he is #custserv @GregOrtbach EarthLink sucks. Worst #custserv EVER. Canceling my account before it was activated. @GregOrtbach There you are #custserv RT @MarshaCollier: OK, #custserv housekeeping done! Tonight's #custserv topic "How do you know your customer is happy?" Do you have a tie pic for this fine evening? RT @CustServGreeter: @GregOrtbach There you are #custserv @AlHopper_ @CustServGreeter doing well, thanks. Always great to participate in #custserv chat

2013-07-10 1:08 am 2013-07-10 1:08 am 2013-07-10 1:08 am 2013-07-10 1:08 am 2013-07-10 1:08 am 2013-07-10 1:08 am 2013-07-10 1:08 am 2013-07-10 1:08 am 2013-07-10 1:09 am 2013-07-10 1:09 am 2013-07-10 1:09 am 2013-07-10 1:09 am 2013-07-10 1:09 am 2013-07-10 1:09 am 2013-07-10 1:09 am 2013-07-10 1:09 am 2013-07-10 1:09 am 2013-07-10 1:09 am 2013-07-10 1:09 am 2013-07-10 1:09 am 2013-07-10 1:09 am 2013-07-10 1:09 am 2013-07-10 1:09 am 2013-07-10 1:09 am 2013-07-10 1:10 am 2013-07-10 1:10 am 2013-07-10 1:10 am 2013-07-10 1:10 am

CustServGreeter KyleneBeers imacsweb TeresaAllen CustServGreeter astrostation catykobe elizabethtraub LightbulbD TMetcalf44 Toby_Metcalf marilynsuttle eisconsulting GregOrtbach imacsweb astrostation MarshaCollier AlHopper_ TeresaAllen LetsFixBusiness catykobe imacsweb astrostation GregOrtbach AlHopper_ LovelyLu TMetcalf44 Toby_Metcalf

@TMetcalf44 I'd try http://t.co/iyq156nYTD #custserv @BarryBirkett I think you're right, w/ 2nd thought. As a customer, though, if I stick w/ you something is right. #custserv RT @MarshaCollier: Tonight's #custserv topic "How do you know your customer is happy?" Since service is the springboard to sales, you know your customers are happy when your sales go up! #custserv RT @MarshaCollier Tonight's #custserv topic "How do you know your customer is happy?" Hi... #custserv @MarshaCollier: Tonight's #custserv chat will be archived with the past here http://t.co/TccNHdRCuM A1: positive mentions by customers about your brand on social platforms! (Twitter, FB, community, etc) #custserv RT @HollyChessman: Hi @MarshaCollier - always a delight to see you! #custserv A1 How do you know customer is happy? They will send you referrals. #custserv @hollychessman Good evening! #custserv @hollychessman Good evening! #custserv Customers aren't necessarily happy when they say they're happy to you. It's what they say to others. #custserv A client may continue to patronize your org b/c they haven't determined a viable alternative...NOT b/c they are happy. #custserv RT @MarshaCollier: Tonight's #custserv topic "How do you know your customer is happy?" . RT @marilynsuttle: Customers aren't necessarily happy when they say they're happy to you. It's what they say to others. #custserv @MarshaCollier: Please post links, news, deals and promotions during the LAST 5 minutes of #custserv chat. We strip all spam Q1: Does your business have a specified procedure to assure each customer's satisfaction? #custserv Did I miss Q1? #custserv RT @marilynsuttle: Customers aren't necessarily happy when they say they're happy to you. It's what they say to others. #custserv How to Anticipate Your Customer\\u2019s Next Move (via @AMAPlaybook) #CustServ #Management | http://t.co/JDdQzxCAxL A1: you check in with your customers frequently & build strong rapport so they come to you if they aren't happy. #custserv RT @MarshaCollier: Q1: Does your business have a specified procedure to assure each customer's satisfaction? #custserv @MarshaCollier: Tonight's #custserv topic "How do you know your customer is happy?" @astrostation It's great to see you Ravindra - thanks for being a part of #custserv tonight! RT @MarshaCollier Q1: Does your business have a specified procedure to assure each customer's satisfaction? #custserv Hi all @MarshaCollier @GregOrtbach @CustServGreeter - Hey Handsome! #custserv @marshacollier Cheers & greetings from Natick MA #custserv @marshacollier Cheers & greetings from Natick MA #custserv

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HollyChessman GregOrtbach spark911uk astrostation AlHopper_ CustServGreeter CustServGreeter catykobe

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MarshaCollier BarryBirkett

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CustServGreeter elizabethtraub LightbulbD

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SJAbbott mike_nunes eisconsulting HollyChessman

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LightbulbD CustServGreeter imacsweb

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MarshaCollier

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catistarortiz TeresaAllen MarshaCollier CustServGreeter elizabethtraub

@Toby_Metcalf Hey there Toby! How's it going? Enjoying the heat (and humidity)? #custserv RT @MarshaCollier: Q1: Does your business have a specified procedure to assure each customer's satisfaction? #custserv . A1: Happy customers are willing to recommend and advocate your brand without any direct incentive or encouragement #custserv @MarshaCollier: Q1: Does your business have a specified procedure to assure each customer's satisfaction? #custserv A1: We ask them... #custserv RT @MarshaCollier: Q1: Does your business have a specified procedure to assure each customer's satisfaction? #custserv Just joined the #custserv chat? Topic: "How do you know your customer is happy?" Oops. Real Q \\u201c@MarshaCollier: Q1: Does your business have a specified procedure to assure each customer's satisfaction? #custserv\\u201d @AlHopper_ You ask every customer? #custserv @kylenebeers Agree. Either something right or nothing wrong enough to change. "Not unhappy enough to leave" uneasy placee, though. #custserv @LovelyLu Hi, Lu!! #custserv Yes RT @catykobe: A1: positive mentions by customers about your brand on social platforms! (Twitter, FB, community, etc) #custserv @KyleneBeers @BarryBirkett If market is competitive, it could be a strong indicator. Not so much tho, for markets w/ only 1 option #custserv A1 Don't confuse friendly with happy. Happy customers offer insights and referrals. Friendly customers are just being polite. #custserv RT @MarshaCollier: Q1: Does your business have a specified procedure to assure each customer's satisfaction? #custserv Our specified procedure to assure customer's satisfaction is quite simple...we ask them and wait for an honest answer. #custserv RT @GregOrtbach: RT @MarshaCollier: Q1: Does your business have a specified procedure to assure each customer's satisfaction? #custserv RT @AlHopper_: A1: We ask them... #custserv @BarryBirkett Hi, Barry! #custserv @MarshaCollier A1: Most businesses I deal with have very little structure, few are strong there. Our clients run the mix for sure #custserv #custserv RT @SethSklar: My companies customer service department is first rate. They will hold clients hand till issue is resolved. RT @ideabloke: Hi there, Caty. RT @catykobe Hi #custserv friends. I'm around for a bit tonight & am looking forward to the conversation! Happy customers create positive spin through social media buzz #custserv @catykobe Ha ha Caty! #custserv @mike_nunes Hi, Mike! #custserv A1. Calling and asking, and having check points during relationship.

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catykobe CustServGreeter AB_BizAdvisors SharifRenno marilynsuttle BarryBirkett

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LovelyLu HollyChessman imacsweb

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AlHopper_ LightbulbD catykobe

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CustServGreeter MichelFalcon MarshaCollier QPCAUS BarryBirkett SJAbbott KyleneBeers mike_nunes GregOrtbach spark911uk

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CustServGreeter

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AlHopper_

Feedback is always going to guide. #CustServ The real A1! We use survey tools and regularly ask customers if they're happy to be a reference #custserv Well we are zipping right along this evening! whew. #custserv RT @TeresaAllen: Happy customers create positive spin through social media buzz #custserv A1: simply put...you have the courage to ask them and be open to their feedback. If good bravo, if bad take action. #custserv Asking, how can we make your next time with us even better - makes it easier to get the truth. #custserv @eisconsulting Do you always feel you're getting honest answers? I've run into many (& been one) too nice to say something bad. #custserv A1 We have a basic template, but each customer deserves an individual approach. #custserv A1 Training is key - empower people so they know the right actions to take to promote customer satisfaction #custserv @MarshaCollier A1 (con't): what's typically needed is follow up to ensure higher satisfaction. Many say "yes" to be done w/issue #custserv @MarshaCollier every call ends with a resolution check and temperature check. Can't really do it any other way. #custserv @MarshaCollier @SethSklar Sounds like you have an empowered team with active #employeeengagement. #custserv Yes! \\u201c@elizabethtraub: A1. Calling and asking, and having check points during relationship. Feedback is always going to guide. #CustServ\\u201d @SharifRenno Hi Sharif! #custserv @alhopper_ A1: what methods do you use? phone, email, sms? #custserv @BarryBirkett @eisconsulting I wonder about honest answers myself. Do they just say "yes" to get you off the phone? #custserv Check out pics from our Melbourne QPC Breakfast on our new Events page http://t.co/XWXIU7BmAz #QPC #custserv Good evening, Roy! RT @custservgreeter: @BarryBirkett Hi, Barry! #custserv A1 Listen. The real issues\\u2014the route to happiness\\u2014are not always exactly what they are asking for. #custserv Customer satsfctn in clssrm about relevance & relevance is How does this affect me? Custserv that doesn't help ME isn't service. #custserv @CustServGreeter Good Evening, Roy! #custserv Q2: How often do you audit or revise the process to measure #custserv satisfaction? Ah, wrong Q. A1: we are honest about what we can and cannot do but welcome and consider all feedback to maintain expectations #custserv RT @SJAbbott A1 Listen. The real issues\\u2014the route to happiness\\u2014are not always exactly what they are asking for. #custserv @MichelFalcon Yes! ;0) I'm referring mostly to 'traditional' channels

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AlHopper_ KarenLocker CustServGreeter SethSklar MarshaCollier TeresaAllen mike_nunes ValaAfshar CustServGreeter elizabethtraub eisconsulting ABHuret imacsweb

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MichelFalcon ravenrosesmith CustServGreeter SJAbbott EducationNews1 MarshaCollier marilynsuttle

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MichelFalcon seventhman eisconsulting LightbulbD CustServGreeter LovelyLu AlHopper_ catykobe

when I say we ask. BUT I often do in social as well. #custserv RT @IamOkema: RT @GregOrtbach: Q2: How often do you audit or revise the process to measure #custserv satisfaction? Hi all #custserv RT @GregOrtbach Q2: How often do you audit or revise the process to measure #custserv satisfaction? @MarshaCollier if they are not honest they will lose that customer. @BarryBirkett @eisconsulting #custserv @LightbulbD Hah! I just RT those who forget the #custserv hashtag ;) Important to ask what made them happy and how you can improve so you get both sides of the coin on feedback #custserv RT @CustServGreeter: RT @GregOrtbach Q2: How often do you audit or revise the process to measure #custserv satisfaction? Customer service transactional surveys help companies measure actionable customer feedback in a timely manner. #custserv @KarenLocker Hi, Karen! #custserv @MarshaCollier @BarryBirkett @eisconsulting I am not so keen on phone asking, concerning customer care. #CustServ @BarryBirkett We do...we probe for such. We try to create that environment for honesty from day one. #custserv Silence is not always golden; a quiet customer doesn't necessarily equal a happy customer. #custserv @GregOrtbach A2: As often as needed. The market/consumers change it. Metrics are so subjective, even direct feedback can be blind #custserv @elizabethtraub does your org. use other methods other than calling? Ie. sms, email? #custserv RT @ABHuret: Silence is not always golden; a quiet customer doesn't necessarily equal a happy customer. #custserv @MichelFalcon Hello, Michel! #custserv A2 Some processes prove effective time after time. Some methods require constant evolution. Live a 'Service Driven Culture'. #custserv RT @ABHuret: Silence is not always golden; a quiet customer doesn't necessarily equal a happy customer. #custserv RT @GregOrtbach: Q2: How often do you audit or revise the process to measure #custserv satisfaction? RT @ravenrosesmith RT @ABHuret: Silence is not always golden; a quiet customer doesn't necessarily equal a happy customer. #custserv @custservgreeter Hi, Roy! Hope you're well #custserv Good evening... glad to see familiar faces tonight #custserv @elizabethtraub @MarshaCollier @BarryBirkett We typically reserve it for casual conversation so it's btr received. #custserv @MarshaCollier LOL :) #custserv @SethSklar Hi, Seth! #custserv We audit and make necessary changes on a regular basis. It takes a real commitment to stick to. #custserv @seventhman you too, friend! #custserv Surveys are great for the company. But what value does the customer get? How do you follow through? #custserv

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AB_BizAdvisors CustServGreeter fmisle ValaAfshar elizabethtraub MarshaCollier ABHuret

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CustServGreeter seventhman AlHopper_ SethSklar SharifRenno imacsweb SJAbbott

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ValaAfshar MarshaCollier BarryBirkett

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catykobe

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seventhman elizabethtraub

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HollyChessman CustServGreeter AlHopper_

2013-07-10 1:19 am 2013-07-10 1:19 am

LightbulbD seventhman

@GregOrtbach A2 should be on ongoing process. If no issues, status quo works. If too many issues then some tweaking needed. #custserv @seventhman Hi, Shaleen! #custserv @AlHopper_ Hi! #custserv Customer satisfaction is not a sufficient measure of a customer's commitment - not a guarantee for future business. #custserv @MichelFalcon face to face including google, Skype. I realize not always feasible for many companies. #CustServ FYI @Tweetdeck misses a LOT of tweets. I am moving to @twubs #custserv A2 Many companies (@Sephora for example) ask after every purchase via their receipt. Participation encouraged with drawing. #custserv RT @LovelyLu We audit and make necessary changes on a regular basis. It takes a real commitment to stick to. #custserv RT @ABHuret Silence is not always golden; a quiet customer doesn't necessarily equal a happy customer. #custserv @fmisle Hello there, stranger! #custserv @ABHuret agreed! A silent customer could also be a disinterested and not loyal. #custserv A2: I would recco when you notice a plateau. At that point it's time mix it up and ask more/different questions. #custserv @fmisle What's up Faisal?? #custserv @AlHopper_ Yes. MT @ValaAfshar: Cust satisfaction is not sufficient measure of a customer's commitment. Not a guarantee for future business. #custserv Indifference is awfully quiet and the true enemy of business growth. #custserv True st9ory --> RT @ABHuret Silence is not always golden; a quiet customer doesn't necessarily equal a happy customer. #custserv So true - but easy to overlook RT @abhuret: Silence is not always golden; a quiet cust doesn't necessarily equal a happy customer. #custserv I think most are? \\u201c@SethSklar: @ABHuret agreed! A silent customer could also be a disinterested and not loyal. #custserv\\u201d @AlHopper_ @CustServGreeter Hope you're doin' fine! #custserv Sadly I am old school. well not sadly. RT @GregOrtbach: Q2: How often do you audit or revise the process to measure #custserv satisfaction? A2 In my biz things don't change quickly but you do need to check several times a yr to make sure you haven't gone off track #custserv @ValaAfshar Hi, Vala! #custserv This is so true! I welcome #fail feedback RT @ValaAfshar: Indifference is awfully quiet and the true enemy of business growth. #custserv RT @ValaAfshar: Indifference is awfully quiet and the true enemy of business growth. #custserv @ValaAfshar Now, that got me curious... hope you can elaborate, thanks! #custserv

2013-07-10 1:19 am 2013-07-10 1:19 am 2013-07-10 1:19 am 2013-07-10 1:19 am 2013-07-10 1:19 am 2013-07-10 1:19 am 2013-07-10 1:19 am 2013-07-10 1:19 am 2013-07-10 1:19 am

MarshaCollier KarenLocker spark911uk marilynsuttle MichelFalcon AlHopper_ elizabethtraub TeresaAllen imacsweb

2013-07-10 1:19 am 2013-07-10 1:19 am 2013-07-10 1:19 am 2013-07-10 1:19 am 2013-07-10 1:20 am

HollyChessman AB_BizAdvisors MarshaCollier ValaAfshar catykobe

2013-07-10 1:20 am

BarryBirkett

2013-07-10 1:20 am

GregOrtbach

2013-07-10 1:20 am 2013-07-10 1:20 am 2013-07-10 1:20 am 2013-07-10 1:20 am 2013-07-10 1:20 am 2013-07-10 1:20 am 2013-07-10 1:20 am 2013-07-10 1:20 am

MichelFalcon MarshaCollier elizabethtraub AlHopper_ ValaAfshar imacsweb SharifRenno CustServGreeter

@elizabethtraub Old school counts for a lot in #custserv as a customer I am much less likely to be vocal about good service than about bad, unless exceptional service n#custserv A2: We're willing to change instantly if it makes sense to. Scheduling change is to knowingly allow bad processes to continue #custserv Amiables customers don't complain because they don't want to be made uncomfortable. #custserv @catykobe I believe the value is that the customer gets to be heard and recognized. #custserv @seventhman @CustServGreeter Almost always do fine. But I have a good mirror ;0) #custserv Yes it is. RT @ValaAfshar: Indifference is awfully quiet and the true enemy of business growth. #custserv Many cos survey and then never share results with front-line staff. Comments great training points positive (happy) or negative #custserv #custserv One area that can be improved on in most businesses to gain more insight is follow up with a "would you buy again?" type question. @ABHuret That can sometimes be annoying to me, though - too many surveys #custserv RT @MarshaCollier: @elizabethtraub Old school counts for a lot in #custserv I often say I am happy with the service just to get away. My bad? #custserv Satisfied customers will buy from the competition. Loyal, committed customers will mostly (only) buy from you. #custserv @IamOkema Agree. Wondering the best ways to communicate the commitment tho. It's more than "we appreciate you" on a receipt? #custserv @eisconsulting @elizabethtraub @MarshaCollier We try casual convos with someone cust trusts enough to be comfortable being honest. #custserv Yes - and solve my issue 1st please. RT @HollyChessman: @ABHuret That can sometimes be annoying to me, though - too many surveys #custserv @alhopper_ gotcha! #custserv Just because you\\u2019ve resolved an issue, doesn\\u2019t mean they\\u2019ll return. Follow-up is key #custserv @IamOkema oh yes, then I make up the "rules" as we go. LOL #CustServ I smell #NPS convo MT @imacsweb: #custserv ...more insight is follow up with a "would you buy again?" type question. Customer feedback is a gift. Accept graciously, unwrap enthusiastically and share kindly. #custserv RT @MarshaCollier: Just because you\\u2019ve resolved an issue, doesn\\u2019t mean they\\u2019ll return. Follow-up is key #custserv RT @ValaAfshar: Satisfied customers will buy from the competition. Loyal, committed customers will mostly (only) buy from you. #custserv No, I think a lot of peeps do. RT @MarshaCollier I often say I am happy with the service just to get away. My bad? #custserv

2013-07-10 1:20 am 2013-07-10 1:20 am 2013-07-10 1:20 am 2013-07-10 1:21 am 2013-07-10 1:21 am 2013-07-10 1:21 am 2013-07-10 1:21 am

Fortuna33 catykobe eisconsulting seventhman kflahertycom MarshaCollier BarryBirkett

2013-07-10 1:21 am 2013-07-10 1:21 am 2013-07-10 1:21 am 2013-07-10 1:21 am 2013-07-10 1:21 am 2013-07-10 1:21 am 2013-07-10 1:21 am 2013-07-10 1:21 am 2013-07-10 1:21 am 2013-07-10 1:21 am 2013-07-10 1:21 am

MichelFalcon AlHopper_ Fortuna33 ValaAfshar AB_BizAdvisors EmilyDouglasHC EmilyDouglasHC MarshaCollier elizabethtraub CustServGreeter AlHopper_

2013-07-10 1:21 am

GregOrtbach

2013-07-10 1:22 am 2013-07-10 1:22 am 2013-07-10 1:22 am 2013-07-10 1:22 am 2013-07-10 1:22 am 2013-07-10 1:22 am 2013-07-10 1:22 am

berkson0 MichelFalcon ValaAfshar HollyChessman CustServGreeter catykobe AlHopper_

@imacsweb @MarshaCollier If my complaint is listened to, resolved and I receive a follow up call my loyalty is earned. #custserv RT @ValaAfshar: Indifference is awfully quiet and the true enemy of business growth. #custserv @BarryBirkett Exactly, :) #custserv @MarshaCollier I'd be more scared of a silent customer ;) #custserv Guilty as charged RT @MarshaCollier: I often say I am happy with the service just to get away. My bad? #custserv @Fortuna33 Good way to look at it #custserv @imacsweb Easy to do if you think honesty won't matter RT @marshacollier: I often say I am happy with the service just to get away. My bad? #custserv @marshacollier oh no! You're doing them such a disservice :) #custserv @MichelFalcon the trick is what you do with the answers ;0) #custserv RT @ValaAfshar: Customer feedback is a gift. Accept graciously, unwrap enthusiastically and share kindly. #custserv A satisfied customer may not be an advocate. Measure loyalty based on re-purchase frequency and level of advocacy. #custserv I wish I can do that. No filter here!! RT @MarshaCollier: I often say I am happy with the service just to get away. My bad? #custserv RT @ValaAfshar: Satisfied customers will buy from the competition. Loyal, committed customers will mostly (only) buy from you. #custserv RT @ValaAfshar: Customer feedback is a gift. Accept graciously, unwrap enthusiastically and share kindly. #custserv Q3: Can companies stick with a formal process and still think outside the box to ensure customer satisfaction #custserv? For shame...LOL RT @MarshaCollier: I often say I am happy with the service just to get away. My bad? #custserv Come out and play! :) RT @seventhman @MarshaCollier I'd be more scared of a silent customer ;) #custserv RT @MarshaCollier: Q3: Can companies stick with a formal process and still think outside the box to ensure customer satisfaction #custserv? RT @MarshaCollier: Q3: Can companies stick with a formal process and still think outside the box to ensure customer satisfaction #custserv?. RT @ValaAfshar: Indifference is awfully quiet and the true enemy of business growth. #custserv @alhopper_ that is a #custserv topic in itself. I say, "don't let your customer data live in a virtual storage unit" #custserv Net promoter score (NPS) is not a very robust measure of customer loyalty - we need a new measure in the social era. #custserv @MarshaCollier I usually ignore surveys unless I'm extraordinarily pleased or displeased with the service I received #custserv @EmilyDouglasHC Hi, Emily! Welcome. #custserv @MichelFalcon I think "hearing & recognition" value props are easily seen in public platforms. I don't get that value from surveys #custserv @AB_BizAdvisors @MarshaCollier I've done that in surveys, but for

2013-07-10 1:22 am

LightbulbD

2013-07-10 1:22 am

imacsweb

2013-07-10 1:22 am 2013-07-10 1:22 am 2013-07-10 1:22 am 2013-07-10 1:22 am 2013-07-10 1:22 am 2013-07-10 1:23 am 2013-07-10 1:23 am 2013-07-10 1:23 am

seventhman MarshaCollier Dogpaddling CustServGreeter elizabethtraub astrostation MarshaCollier BarryBirkett

2013-07-10 1:23 am

Fortuna33

2013-07-10 1:23 am 2013-07-10 1:23 am

ValaAfshar AlHopper_

2013-07-10 1:23 am 2013-07-10 1:23 am 2013-07-10 1:23 am

CustServGreeter astrostation TeresaAllen

2013-07-10 1:23 am 2013-07-10 1:23 am 2013-07-10 1:23 am

eisconsulting sarahkwalters spark911uk

2013-07-10 1:23 am 2013-07-10 1:23 am 2013-07-10 1:23 am

catykobe seventhman astrostation

some reason, my tips are a truer measure of happiness from me #custserv @MarshaCollier It's the Co.'s job to figure out how to keep U as customer. U shouldn't have to spend time "training" their staff. #custserv @Fortuna33 Yes! Follow up post-#custserv engagement is key, even third party. It needs to be brief and thank the customer. @MarshaCollier Friends, please excuse the volume of tweets... or you may just join us at #custserv tonight . @AB_BizAdvisors It's not that I have filters, I have a lack of patience #custserv @ValaAfshar what would you say ensures a customers commitment? #custserv @berkson0 Greetings, Alan! :) #custserv @IamOkema when I have A person who does not fit any mold, I do reinvent the process. #custserv @ABHuret Silence is not always golden; a quiet customer doesn't necessarily equal a happy customer. #custserv @Dogpaddling What is your answer to the question at hand? #custserv Maybe for them, but what'll being honest do for you? RT @michelfalcon @MarshaCollier oh no! You're doing them such a disservice :) #custserv @ValaAfshar I wish all companies knew this fact. I will freely advertise to friends and family, when I am genuinely understood. #custserv We can measure customer loyalty using a social promoter score (SPS) and ask more relevant questions. #custserv Agreed MT @ValaAfshar Net promoter score (NPS) is not a robust measure of customer loyalty - we need a new measure in social era. #custserv @Dogpaddling Welcome Kathryn! #custserv @MarshaCollier: Just because you\\u2019ve resolved an issue, doesn\\u2019t mean they\\u2019ll return. Follow-up is key #custserv Honest feedback often only given with anonymity. Then when negative feedback is given, no response possible - alternatives? #custserv An org can have a formal process, but be willing to step outside of it when necessary to ensure customer satisfaction. #custserv @ValaAfshar What measure do you think will replace NPS Vala? #custserv A3: Yes, empowerment of employees to use their judgment is key. Most may fit the process, but not all each time - need flexibility #custserv @MarshaCollier I hear ya. I feel like when I respond to surveys that I'm doing THEM a favor. Not the other way around. #custserv A2 I'm always open to changing fast, failing faster and succeeding fastest where #custserv is concerned. In other words, agile.. @MarshaCollier: Q3: Can companies stick with a formal process and

2013-07-10 1:23 am

SJAbbott

2013-07-10 1:23 am 2013-07-10 1:24 am

sarahkwalters LightbulbD

2013-07-10 1:24 am 2013-07-10 1:24 am 2013-07-10 1:24 am 2013-07-10 1:24 am 2013-07-10 1:24 am 2013-07-10 1:24 am 2013-07-10 1:24 am

AlHopper_ CustServGreeter MichelFalcon ValaAfshar MarshaCollier marilynsuttle catykobe

2013-07-10 1:24 am 2013-07-10 1:24 am 2013-07-10 1:24 am 2013-07-10 1:24 am

seventhman imacsweb berkson0 AB_BizAdvisors

2013-07-10 1:24 am 2013-07-10 1:25 am 2013-07-10 1:25 am

Toby_Metcalf MarshaCollier CustServGreeter

2013-07-10 1:25 am 2013-07-10 1:25 am 2013-07-10 1:25 am 2013-07-10 1:25 am 2013-07-10 1:25 am 2013-07-10 1:25 am 2013-07-10 1:25 am 2013-07-10 1:25 am

berkson0 spark911uk ValaAfshar CustServGreeter marilynsuttle HollyChessman eisconsulting astrostation

still think outside the box to ensure customer satisfaction #custserv? A3 There's a difference btw systemic vs incidental experiences. Before I comment, I ask what I'll gain from critical feedback? #custserv RT @ValaAfshar: We can measure customer loyalty using a social promoter score (SPS) and ask more relevant questions. #custserv A3 @GregOrtbach @MarshaCollier Yes. You can have a formal process to track #custserv issues which can also note innovative/unique solutions A3 That's evolution in business. You can keep some proven ways, but have to be agile enough to add/take away others #custserv @astrostation Welcome - I missed saying hello before. :) #custserv @catykobe the feeling of being heard/recognized IF the company actually 'takes action' and does something w/ the feedback #custserv NPS is a measure of intent. SPS is action oriented: Ask - did you recommend our company, and to whom? #custserv @TeresaAllen Good point #custserv Following up and closing the loop after a complaint can make customers even more loyal. #custserv RT @MarshaCollier: Q3: Can companies stick with a formal process and still think outside the box to ensure customer satisfaction #custserv? RT @MarshaCollier Just because you\\u2019ve resolved an issue, doesn\\u2019t mean they\\u2019ll return. Follow-up is key #custserv RT @marilynsuttle: Following up and closing the loop after a complaint can make customers even more loyal. #custserv @CustServGreeter hey Roy. I know we're due for a #custserv conversation @MarshaCollier A3. hard 2 do. Customers r each unique in own way. General guidelines help but still need human element/flexibility #custserv RT @marilynsuttle Following up and closing the loop after a complaint can make customers even more loyal. #custserv A3 I don't think that a formal process limits the ability to "think outside the box" #custserv RT @MarshaCollier: Q3: Can companies stick with a formal process and still think outside the box to ensure customer satisfaction #custserv? #custserv is a marketing opportunity. Rinse. Repeat. A3: Your key company values should be your process. The rest is common sense to align and uphold those values #custserv Using social CRM, we can easily identify social advocates and their level of endorsements and network activity. #custserv @berkson0 Yessir! #custserv @IamOkema Shows what a company is made of #custserv @spark911uk Completely agree - employees should never simply say "that's not my job" #custserv The formal process is basically a launching pad or a foundation, upon which, you build, explore and develop to improve. #custserv Attitude... RT @MarshaCollier: A3 I don't think that a formal process

2013-07-10 1:26 am

2013-07-10 1:26 am 2013-07-10 1:26 am 2013-07-10 1:26 am 2013-07-10 1:26 am 2013-07-10 1:26 am 2013-07-10 1:26 am 2013-07-10 1:26 am 2013-07-10 1:26 am 2013-07-10 1:26 am 2013-07-10 1:26 am 2013-07-10 1:26 am 2013-07-10 1:26 am 2013-07-10 1:26 am 2013-07-10 1:26 am 2013-07-10 1:26 am

2013-07-10 1:26 am 2013-07-10 1:26 am 2013-07-10 1:26 am

2013-07-10 1:27 am 2013-07-10 1:27 am 2013-07-10 1:27 am 2013-07-10 1:27 am 2013-07-10 1:27 am

limits the ability to "think outside the box" #custserv HollyChessman RT @AlHopper_: A3 That's evolution in business. You can keep some proven ways, but have to be agile enough to add/take away others #custserv MarshaCollier @ValaAfshar Curious what your answer is to Q3? #custserv catykobe A3 Unfortunately I think this greatly depends on an org's budget and size of support team. :( #custserv GregOrtbach Q4: What are some ways to determine what extent of the customer\\u2019s needs have been fulfilled? #custserv jkhewett RT @marilynsuttle: Following up and closing the loop after a complaint can make customers even more loyal. #custserv AlHopper_ RT @GregOrtbach: Q4: What are some ways to determine what extent of the customer\\u2019s needs have been fulfilled? #custserv elizabethtraub Yes to this. RT @MarshaCollier: A3 I don't think that a formal process limits the ability to "think outside the box" #custserv MarshaCollier .RT @GregOrtbach: Q4: What are some ways to determine what extent of the customer\\u2019s needs have been fulfilled? #custserv SethSklar @MarshaCollier the box is the framework, but employees need to be able to step out. #custserv sarahkwalters @ValaAfshar Just saw your tweet on SPS...what relavant questions should be asked? #custserv LovelyLu A3 Formal plans CAN be outside the box. You need to do what works for your customers. #custserv ValaAfshar Customer companies think like a customer - employees must be empowered to adapt and think outside the box. #custserv TeresaAllen Agreed re more needed than NPS - easy for cust to SAY they will repurchase. No guarantee it will actually happen #custserv HaleyCertified @MarshaCollier A3 Thinking outside of the box can help you fix a process that may be broken in the customers eyes #custserv EducationNews1 Companies should take the Apple, Costco and Nordstrom approach to customer service. #custserv KnowledgeBishop RT @ValaAfshar: Customer companies think like a customer employees must be empowered to adapt and think outside the box. #custserv mkrigsman #custserv A3: Without a formal process, your customer is screwed. sarahkwalters RT @ValaAfshar: NPS is a measure of intent. SPS is action oriented: Ask - did you recommend our company, and to whom? #custserv KnowledgeBishop RT @ValaAfshar: Using social CRM, we can easily identify social advocates and their level of endorsements and network activity. #custserv astrostation @GregOrtbach: Q4: What are some ways to determine what extent of the customer\\u2019s needs have been fulfilled? #custserv spark911uk @HollyChessman Agreed! It's such a shame that too many people are afraid to think outside the box until told they can #custserv HollyChessman RT @GregOrtbach: Q4: What are some ways to determine what extent of the customer\\u2019s needs have been fulfilled? #custserv MarshaCollier YES! RT @HaleyCertified: A3 Thinking outside of the box can help you fix a process that may be broken in the customers eyes #custserv eisconsulting To lose your ability to think outside the box is to lose your ability to challenge the status quo, to create or to innovate. #custserv

2013-07-10 1:27 am 2013-07-10 1:27 am 2013-07-10 1:27 am 2013-07-10 1:27 am 2013-07-10 1:27 am 2013-07-10 1:27 am 2013-07-10 1:27 am

AlHopper_

2013-07-10 1:27 am 2013-07-10 1:27 am

2013-07-10 1:27 am 2013-07-10 1:28 am 2013-07-10 1:28 am 2013-07-10 1:28 am 2013-07-10 1:28 am 2013-07-10 1:28 am 2013-07-10 1:28 am 2013-07-10 1:28 am

2013-07-10 1:28 am 2013-07-10 1:28 am 2013-07-10 1:28 am 2013-07-10 1:28 am 2013-07-10 1:28 am 2013-07-10 1:28 am 2013-07-10 1:28 am 2013-07-10 1:29 am

2013-07-10 1:29 am 2013-07-10 1:29 am

A4: See A1: Ask them. If you don't ask, you will never know the truth #custserv (ducks movie references) ;0) Toby_Metcalf A3 yes - you must have a process and measurment, but you must also empower the front lines to solve problems #custserv ValaAfshar @sarahkwalters 1. did you promote our company, 2. who did you promote us to? 3. what happened next? #custserv AlisaMS RT @MarshaCollier: FYI @Tweetdeck misses a LOT of tweets. I am moving to @twubs #custserv binowski RT @ValaAfshar: Customer feedback is a gift. Accept graciously, unwrap enthusiastically and share kindly. #custserv TahiraCreates RT @berkson0: #custserv is a marketing opportunity. Rinse. Repeat. elizabethtraub RT @AlHopper_: A3 That's evolution in business. You can keep some proven ways, but have to be agile enough to add/take away others #custserv sarahkwalters @ValaAfshar Thanks Vala! Great ideas to think about! #custserv LightbulbD RT @Toby_Metcalf: A3 yes - you must have a process and measurment, but you must also empower the front lines to solve problems #custserv marilynsuttle Formal processes need to be reinforced ongoing to stick #custserv MichelFalcon @marshacollier @gregortbach A4: repeat purchases, direct referrals, social commentary #custserv MarshaCollier @sarahkwalters Cuirous what your answer is to Q3? #custserv mkrigsman #custserv A3: Formal process are anathema to diligent and flexible customer service. BilalJaffery Helps with tracking and attribution. RT @marilynsuttle: Formal processes need to be reinforced ongoing to stick #custserv ValaAfshar There is no box... and if you find it, please recycle. We must empower employees to delight, anywhere, anytime. #custserv imacsweb @GregOrtbach A4: follow up, surveys, measured intention to purchase, tracked incentive/coupon, many more... #custserv KnowledgeBishop @ValaAfshar We created a metric called Net Social Sentiment (NSS) that tracks net social rants and raves, per product per week. #custserv Toby_Metcalf A4 Customer servey - Social networks - Net promotor scores #custserv eisconsulting Formal processes still require discretion, alteration and occasional tweaking. Otherwise they'll become outdated. #custserv HollyChessman @AlHopper_ You, making movie references? That never happens ;) #custserv spark911uk A4: We get to know their objectives day 1 & help them meet them, so their success is measured against their objectives not ours #custserv MarshaCollier @MichelFalcon Yes! All good points #custserv Dogpaddling @CustServGreeter Thanks Roy!! #custserv Toby_Metcalf RT @MichelFalcon @marshacollier @gregortbach A4: repeat purchases, direct referrals, social commentary #custserv LightbulbD RT @BilalJaffery: Helps with tracking and attribution. RT @marilynsuttle: Formal processes need to be reinforced ongoing to stick #custserv MarshaCollier @Toby_Metcalf Please elaborate on how you use NPS? #custserv TeamMDrs RT @ValaAfshar: There is no box... and if you find it, please recycle.

2013-07-10 1:29 am 2013-07-10 1:29 am 2013-07-10 1:29 am 2013-07-10 1:29 am

marilynsuttle mkrigsman AlHopper_ eisconsulting

2013-07-10 1:29 am 2013-07-10 1:29 am 2013-07-10 1:29 am 2013-07-10 1:29 am 2013-07-10 1:29 am

ValaAfshar seventhman zacharyjeans will_lam elizabethtraub

2013-07-10 1:29 am 2013-07-10 1:30 am 2013-07-10 1:30 am 2013-07-10 1:30 am 2013-07-10 1:30 am 2013-07-10 1:30 am 2013-07-10 1:30 am 2013-07-10 1:30 am 2013-07-10 1:30 am

catykobe ABHuret GregOrtbach Dogpaddling catykobe LaineHendricks LightbulbD AlHopper_ BarryBirkett

2013-07-10 1:30 am 2013-07-10 1:30 am

elizabethtraub AB_BizAdvisors

2013-07-10 1:30 am 2013-07-10 1:30 am

CustServGreeter Fortuna33

2013-07-10 1:30 am

MarshaCollier

We must empower employees to delight, anywhere, anytime. #custserv @BilalJaffery and creating a culture of service excellence #custserv #custserv A3: Structured process combined with flexible policies are the key to good customer service. I know nussink... RT @HollyChessman: @AlHopper_ You, making movie references? That never happens ;) #custserv Love! RT @ValaAfshar There is no box...and if u find it, please recycle. We must empower employees to delight, anywhere, anytime. #custserv @KnowledgeBishop that's brilliant - the future is already here, but it is not evenly distributed. #custserv A3 That's tough. I think formal processes should give some room for improvisation.. #custserv RT @mkrigsman: #custserv A3: Structured process combined with flexible policies are the key to good customer service. RT @berkson0: #custserv is a marketing opportunity. Rinse. Repeat. RT @Toby_Metcalf: A3 yes - you must have a process and measurment, but you must also empower the front lines to solve problems #custserv RT @MichelFalcon: @marshacollier @gregortbach A4: repeat purchases, direct referrals, social commentary #custserv @MarshaCollier Similar issues; I'm using tchat and getting about of 1/3 of chat. (also showering & making dinner, but still) #custserv Great answers so far #custserv. Thanks for sharing your insights. RT @ValaAfshar: Service is delivered by people and people do make mistakes. Acknowledge, correct, root cause, improve. #custserv @MichelFalcon Great points! #custserv RT @EducationNews1: Companies should take the Apple, Costco and Nordstrom approach to customer service. #custserv @mkrigsman A formal process can identify ongoing, persistent issues that require Executive attention. #custserv. This is key. RT @seventhman: A3 That's tough. I think formal processes should give some room for improvisation.. #custserv A4- Listen to them when they're not talking to you, such as on social media. Could be talking about you or good about competition. #custserv RT @ValaAfshar: Customer feedback is a gift. Accept graciously, unwrap enthusiastically and share kindly. #custserv RT @ValaAfshar: There is no box... and if you find it, please recycle. We must empower employees to delight, anywhere, anytime. #custserv HALFTIME!! Please enjoy your beverage of choice. #custserv #Zappos @AlHopper_ @GregOrtbach A4. Follow up and speak with the customer. They will be honest about the flaws in your system, listen. #custserv RT @ValaAfshar: Customer companies think like a customer employees must be empowered to adapt and think outside the box. #custserv

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elizabethtraub

2013-07-10 1:31 am

mkrigsman

2013-07-10 1:31 am 2013-07-10 1:31 am 2013-07-10 1:31 am 2013-07-10 1:31 am

marilynsuttle ABHuret LovelyLu eisconsulting

2013-07-10 1:31 am 2013-07-10 1:31 am 2013-07-10 1:31 am 2013-07-10 1:31 am 2013-07-10 1:31 am 2013-07-10 1:31 am

Toby_Metcalf TeresaAllen berkson0 seventhman HollyChessman catykobe

2013-07-10 1:31 am 2013-07-10 1:32 am 2013-07-10 1:32 am 2013-07-10 1:32 am 2013-07-10 1:32 am

fmisle ValaAfshar Toby_Metcalf ABHuret AlHopper_

2013-07-10 1:32 am 2013-07-10 1:32 am 2013-07-10 1:32 am 2013-07-10 1:32 am 2013-07-10 1:33 am 2013-07-10 1:33 am

MarshaCollier mkrigsman mike_nunes MarshaCollier AlHopper_ LightbulbD

RT @ValaAfshar: There is no box... and if you find it, please recycle. We must empower employees to delight, anywhere, anytime. #custserv #custserv A3: Process and policy drive culture. Want responsive service agents? Give them structure and let them ignore process when needed. Mistakes are tuition toward our education and a form of accellerated learning. #custserv @HollyChessman Agreed ... notice I didn't say I was a fan, just that they're doing that on receipts. ; ) #custserv Cheers! RT @CustServGreeter: nHALFTIME!! Please enjoy your beverage of choice. #Zappos #custserv Yep! RT @ValaAfshar: Customer companies think like a customer employees must be empowered to adapt and think outside the box. #custserv @MarshaCollier how certain questions are answered "would you recommend us?" #custserv Q4: 'How can we make it better?' Powerful question to let customer lead you to service improvement #custserv Perhaps there's an oppty for #custserv vendors to innovate platform to further empower reps to think outside the box #platformIsTheBox? RT @IamOkema #custserv We set the tone. |a3| Being firm yet fair, adapting yet sticking to rules and regulations isn't hard. @BarryBirkett That's a great point, especially for larger companies #custserv RT @mkrigsman: #custserv A3: Process and policy drive culture. Want responsive service agents? Give them structure and let them ignore proc\\u2026 @AlHopper_ I'm lost today. Trying to catch up. #custserv There is direct correlation between speed of resolution and customer loyalty. #custserv @MarshaCollier how well or poor do we score month to month #custserv Cheers, Vitamin Water! RT @CustServGreeter: HALFTIME!! Please enjoy your beverage of choice. #custserv #Zappos He beat me too it! RT @LovelyLu: Cheers! RT @CustServGreeter: nHALFTIME!! Please enjoy your beverage of choice. #Zappos #custserv YES! RT @mkrigsman #custserv A3: Structured process combined with flexible policies are the key to good customer service. #custserv A4: Ask the customer whether their needs are met. They will tell you. RT @mkrigsman: #custserv A4: Ask the customer whether their needs are met. They will tell you. @mkrigsman Tonight's chat is moving so fast - thank you for joining in #custserv That can happen. ALOT RT @fmisle @AlHopper_ I'm lost today. Trying to catch up. #custserv ..@ValaAfshar I find alot of companies don't trust their employees to do that. So the staff is not empowered, but micromanaged. #custserv

2013-07-10 1:33 am 2013-07-10 1:33 am

MichelFalcon eisconsulting

2013-07-10 1:33 am 2013-07-10 1:33 am 2013-07-10 1:33 am 2013-07-10 1:33 am 2013-07-10 1:33 am

MarshaCollier chieflemonhead seventhman GregOrtbach ABHuret

2013-07-10 1:33 am 2013-07-10 1:33 am 2013-07-10 1:33 am 2013-07-10 1:33 am 2013-07-10 1:33 am 2013-07-10 1:33 am 2013-07-10 1:33 am 2013-07-10 1:33 am 2013-07-10 1:33 am 2013-07-10 1:34 am

AlHopper_ HollyChessman Toby_Metcalf EducationNews1 spark911uk ValaAfshar mike_nunes BarryBirkett HollyChessman AlHopper_

2013-07-10 1:34 am 2013-07-10 1:34 am 2013-07-10 1:34 am 2013-07-10 1:34 am

catykobe mkrigsman MarshaCollier JustinFlitter

2013-07-10 1:34 am 2013-07-10 1:34 am 2013-07-10 1:34 am 2013-07-10 1:34 am 2013-07-10 1:34 am

ValaAfshar CustServGreeter MarshaCollier EducationNews1 LovelyLu

A4: sometimes 'repeat purchases' are a poor indicator. See: monopoly markets #custserv Wonderful combo, :) RT @mkrigsman #custserv A3: Structured process combined with flexible policies are the key to good customer service. Q5: What steps do you take if a customer is very unhappy (service recovery)? #custserv THiS \\u2014> \\u201c@ValaAfshar: There is direct correlation between speed of resolution and customer loyalty. #custserv\\u201d @IamOkema true.. we might just as well talk to Siri #custserv RT @MarshaCollier: Q5: What steps do you take if a customer is very unhappy (service recovery)? #custserv . @Toby_Metcalf @MarshaCollier Even bigger issue: how questions are framed! Many even make you choose an option that doesn't fit #custserv RT @MarshaCollier: Q5: What steps do you take if a customer is very unhappy (service recovery)? #custserv @IamOkema @AlHopper_ @seventhman I think scripts are OK as a guideline, as long as you go beyond them eventually #custserv RT @mkrigsman #custserv A3: Structured process combined with flexible policies are the key to good customer service. Good communication is key to good customer service. #custserv @berkson0 that's a nice thought! Do vendors provide too many permissions for security that it limits agent innovation? #custserv Strong service organizations use predictive analytics to meet customer's needs before they are asked to do so. #custserv RT @MarshaCollier: Q5: What steps do you take if a customer is very unhappy (service recovery)? #custserv Seems a low threshold, though. RT @mkrigsman: #custserv A4: Ask the customer whether their needs are met. They will tell you. @CustServGreeter Or ice cream, as the case may be :) #custserv @HollyChessman @IamOkema @seventhman I always used scripts as outlines. Much to severl mgr's chegrin #custserv (1 reason i'm in social now) RT @MarshaCollier: Q5: What steps do you take if a customer is very unhappy (service recovery)? #custserv #custserv A4: Don't make guesses and assumptions about your cust service policies. See if the the custs hate you (or not) and you'll know. A business owner\\u2019s best lessons can be learned through negative customer feedback. Get beyond the initial sting #custserv @KnowledgeBishop Wow thanks @ValaAfshar #custserv has never been more important I'm hugely passionate. The #custserv chats are brilliant too "dear customer, it's our problem until it's no longer yours." - own the path to resolution. #custserv RT @MarshaCollier: Q5: What steps do you take if a customer is very unhappy (service recovery)? #custserv @HollyChessman I like ice cream. Goes well with #custserv @LaineHendricks Thanks for the RT! #custserv A5 We take every step necessary to turn that unhappy customer

2013-07-10 1:34 am 2013-07-10 1:34 am 2013-07-10 1:34 am 2013-07-10 1:34 am 2013-07-10 1:35 am

HollyChessman marilynsuttle catykobe AlHopper_ spark911uk

2013-07-10 1:35 am 2013-07-10 1:35 am 2013-07-10 1:35 am 2013-07-10 1:35 am 2013-07-10 1:35 am

mkrigsman Toby_Metcalf MarshaCollier eisconsulting ABHuret

2013-07-10 1:35 am

astrostation

2013-07-10 1:35 am 2013-07-10 1:35 am 2013-07-10 1:35 am

MichelFalcon R_Kenney GregOrtbach

2013-07-10 1:35 am 2013-07-10 1:35 am 2013-07-10 1:36 am

cbmachado mkrigsman AlHopper_

2013-07-10 1:36 am 2013-07-10 1:36 am 2013-07-10 1:36 am 2013-07-10 1:36 am

imacsweb BarryBirkett seventhman spark911uk

2013-07-10 1:36 am

MarshaCollier

around. #custserv RT @MarshaCollier: @HollyChessman I like ice cream. Goes well with #custserv Have service recovery tool kits availalbe to draw on #custserv Apologize. Authentically. Provide context around the issue and clarity on how you'll improve so the issue doesn't happen again. #custserv A1 step1 determine if systemic or exception. then fix it either way #custserv @MarshaCollier A5: We admit when we're (rarely) wrong. We explain why it happened. We outline how we're going to avoid it again. #custserv @BarryBirkett If you want answers, go to the source and ask. Reality reveals itself fast!! #custserv @ABHuret You are correct - how the questions are worded is sooo important @MarshaCollier #custserv Exactly. No love of what you do! RT @IamOkema: To me, script equals - you have no clue what to say, here, do this. #custserv When a customer is very unhappy, you must first determine why. You can't address a problem you can't identify. #custserv Equivalent to PhD! MT @MarshaCollier: Biz owners' best lessons learned thru negative customer feedback. Get beyond initial sting #custserv true... @ValaAfshar: Customer companies think like a customer employees must be empowered to adapt and think outside the box. #custserv I wonder, how many of you actually have your glass of wine etc? Here's my proof #custserv http://t.co/1aIA8Bxiqg RT @ValaAfshar: "dear customer, it's our problem until it's no longer yours." - own the path to resolution. #custserv A script is the equivalent of a sitcom laugh track. It has no soul .@IamOkema @AlHopper_ @HollyChessman @seventhman #custserv RT @ValaAfshar: Customer feedback is a gift. Accept graciously, unwrap enthusiastically and share kindly. #custserv #custserv A4: If you think your cust serv is great, it's probably not. Ask your customers what *they* think. ok 4 trainin, live RT @IamOkema: @HollyChessman @seventhman To me, script equals - you have no clue what to say, here, do this. #custserv @MarshaCollier A5: Direct engagement with management level (i.e. no Tier 1 staff) with a direct-ecision ability #custserv A5: Apologize and then show apology is sincere by demonstrating commitment to making them happy. #custserv @berkson0 True... and marketing doesn't define brands, but customer experience do #custserv @IamOkema Agreed! Listen until you know the full extent of the problem - they have a unique perspective you can learn from #custserv #custserv RT @AB_BizAdvisors A5 first is to listen carefully & make sure you know their concerns. Then act to correct

2013-07-10 1:36 am

AlHopper_

2013-07-10 1:36 am 2013-07-10 1:36 am

2013-07-10 1:36 am 2013-07-10 1:36 am 2013-07-10 1:36 am 2013-07-10 1:36 am 2013-07-10 1:36 am 2013-07-10 1:36 am 2013-07-10 1:36 am 2013-07-10 1:36 am 2013-07-10 1:36 am

2013-07-10 1:36 am 2013-07-10 1:36 am 2013-07-10 1:36 am 2013-07-10 1:36 am 2013-07-10 1:37 am 2013-07-10 1:37 am 2013-07-10 1:37 am 2013-07-10 1:37 am 2013-07-10 1:37 am 2013-07-10 1:37 am 2013-07-10 1:37 am 2013-07-10 1:37 am 2013-07-10 1:37 am

LOL RT @GregOrtbach: A script is the equivalent of a sitcom laugh track. It has no soul .@IamOkema@HollyChessman @seventhman #custserv marilynsuttle Scripts are only the starting place. Once staff understand why they're saying it, they can go off script authentically #custserv catykobe I try to communicate in a way that lets my customer see me & our team as humans, & not a company that doesn't care. #nojargon #custserv ABHuret @Toby_Metcalf @MarshaCollier Nothing frustrates me more than to take time to answer survey, only to find it is rigged. Gah! #CustServ HollyChessman A5 First of all, don't become defensive if a customer is unhappy. Respecting their feelings is critical. #custserv astrostation @MarshaCollier: Q5: What steps do you take if a customer is very unhappy (service recovery)? #custserv MichelFalcon RT @mkrigsman: #custserv A4: If you think your cust serv is great, it's probably not. Ask your customers what *they* think. TeresaAllen Q5: Ask what customer would consider fair solution. Might not be able to do exactly that but at least you know the road to travel. #custserv tsbandito @mkrigsman Yes! Key is making sure not only you think you are delivering the wow, but that they think it as well! #custserv MarshaCollier #custserv RT @indigobella: @MarshaCollier Just relate to them...tell them it's your fault not theirs, ask for forgiveness, give them options berkson0 RT @mkrigsman: #custserv A4: If you think your cust serv is great, it's probably not. Ask your customers what *they* think. astrostation @MarshaCollier: A business owner\\u2019s best lessons can be learned through negative customer feedback. Get beyond the initial sting #custserv Toby_Metcalf @ABHuret Don't be afraid of negative = learning opportunity #custserv EducationNews1 RT @HollyChessman: A5 First of all, don't become defensive if a customer is unhappy. Respecting their feelings is critical. #custserv TCS_Oracle RT @mkrigsman: #custserv A4: If you think your cust serv is great, it's probably not. Ask your customers what *they* think. soniafarace RT @MarshaCollier: Just because you\\u2019ve resolved an issue, doesn\\u2019t mean they\\u2019ll return. Follow-up is key #custserv TeresaAllen RT @HollyChessman: A5 First of all, don't become defensive if a customer is unhappy. Respecting their feelings is critical. #custserv catykobe I like this. \\u201c@ValaAfshar: "dear customer, it's our problem until it's no longer yours." - own the path to resolution. #custserv\\u201d Toby_Metcalf RT @HollyChessman A5 First of all, don't become defensive if a customer is unhappy. Respecting their feelings is critical. #custserv Newfound_MKTG @ABHuret very well said. Even negative feedback allows you to fix something that you may not know was broken. #custserv mkrigsman #custserv A5: SOLVE THE PROBLEM eisconsulting Once an issue is identified, you have to determine if a solution is w/n your ability. If it is, resolve quickly. If not, release. #custserv SJAbbott Love this!! RT @IamOkema: @spark911uk #custserv Trust me, their issues aren't scripted. spark911uk @MichelFalcon I have neither the wine or the sunshine :( #custserv Toby_Metcalf RT @MichelFalcon RT @mkrigsman: #custserv A4: If you think your

2013-07-10 1:37 am 2013-07-10 1:37 am

zacharyjeans tsbandito

2013-07-10 1:37 am

AB_BizAdvisors

2013-07-10 1:37 am 2013-07-10 1:37 am

ValaAfshar mike_nunes

2013-07-10 1:37 am 2013-07-10 1:38 am 2013-07-10 1:38 am 2013-07-10 1:38 am 2013-07-10 1:38 am 2013-07-10 1:38 am

marilynsuttle GregOrtbach Cuecos GregOrtbach mkrigsman MarshaCollier

2013-07-10 1:38 am

AlHopper_

2013-07-10 1:38 am 2013-07-10 1:38 am 2013-07-10 1:38 am 2013-07-10 1:38 am 2013-07-10 1:38 am

CustServGreeter MichelFalcon MarshaCollier BarryBirkett IamMsAlisha

2013-07-10 1:38 am 2013-07-10 1:38 am 2013-07-10 1:38 am 2013-07-10 1:38 am 2013-07-10 1:38 am 2013-07-10 1:38 am

Toby_Metcalf zacharyjeans LovelyLu CustServGreeter ideabloke zacharyjeans

cust serv is great, it's probably not. Ask your customers what *they* think. RT @mkrigsman: #custserv A5: SOLVE THE PROBLEM RT @MarshaCollier: A business owner\\u2019s best lessons can be learned through negative customer feedback. Get beyond the initial sting #custserv Gr8 point RT @imacsweb: @MarshaCollier A5: Direct engagement w/ management level (i.e. no Tier 1 staff) w/ direct-ecision ability #custserv Service is delivered by people and people do make mistakes. Acknowledge, correct, root cause, fix and move on. #custserv A5: Explain what we "can provide" then come up with a personalize solution for that customer. [refer to a competent competitor] #custserv Thank the customer for complaining. It's disarming and shows you're interested in feedback. #custserv @MichelFalcon Cheers! #custserv http://t.co/9AEPDlDM9K RT\\u201c@ValaAfshar: "dear customer, it's our problem until it's no longer yours." - own the path to resolution. #custserv\\u201d Q6: What do you think about silent (uncomplaining, unpraising) customers? Are they happy w/ you? #custserv #custserv A5: Polite scripts are no substitute for directly solving the customer's problem. RT @GregOrtbach: Q6: What do you think about silent (uncomplaining, unpraising) customers? Are they happy w/ you? #custserv RT @GregOrtbach: Q6: What do you think about silent (uncomplaining, unpraising) customers? Are they happy w/ you? #custserv RT @zacharyjeans RT @mkrigsman: #custserv A5: SOLVE THE PROBLEM @spark911uk if you're ever in Vancouver, you give me a buzz, er, tweet #custserv RT @CustServGreeter: RT @zacharyjeans RT @mkrigsman: #custserv A5: SOLVE THE PROBLEM Nice! RT @marilynsuttle: Thank the customer for complaining. It's disarming and shows you're interested in feedback. #custserv RT @MarshaCollier: A business owner\\u2019s best lessons can be learned through negative customer feedback. Get beyond the initial sting #custserv @MichelFalcon or your front lines who are taking the calls - ask what causes the biggest complaints and fix those #custserv RT @mkrigsman: #custserv A5: Polite scripts are no substitute for directly solving the customer's problem. A6 Important to stick to the facts and remember, a customers feelings can never be wrong - feelings are right to the owner. #custserv @mkrigsman Thanks for coming tonight, Michael! #custserv A5: Probing for the true problem is still quite underrated. Invest time & educate on how to uncover source of issue. #custserv RT @GregOrtbach: Q6: What do you think about silent

2013-07-10 1:38 am 2013-07-10 1:38 am 2013-07-10 1:38 am 2013-07-10 1:38 am 2013-07-10 1:39 am

MichelFalcon seventhman TeresaAllen GregOrtbach HollyChessman

2013-07-10 1:39 am 2013-07-10 1:39 am 2013-07-10 1:39 am 2013-07-10 1:39 am 2013-07-10 1:39 am 2013-07-10 1:39 am 2013-07-10 1:39 am 2013-07-10 1:39 am

CustServGreeter ABHuret ValaAfshar AlHopper_ mkrigsman catykobe MichelFalcon imacsweb

2013-07-10 1:39 am

eisconsulting

2013-07-10 1:39 am 2013-07-10 1:39 am 2013-07-10 1:39 am 2013-07-10 1:39 am

elizabethtraub ABHuret MarshaCollier CustServGreeter

2013-07-10 1:39 am 2013-07-10 1:39 am 2013-07-10 1:39 am 2013-07-10 1:40 am

Toby_Metcalf berkson0 GregOrtbach Fortuna33

2013-07-10 1:40 am 2013-07-10 1:40 am

gonikhil mkrigsman

(uncomplaining, unpraising) customers? Are they happy w/ you? #custserv @gregortbach right back at ya, Greg, #custserv @LovelyLu I would love to remove the box though.. #custserv Q5: Know sources of common conflict/complaints and train for a logical response customized to the situation. #custserv A6: No news is never good news. Have a relationship with your customer. #custserv A5 Take the time to understand the real problem. Sometimes the complaint stems from something other than the obvious choice #custserv @Cuecos Thanks for coming by the chat! #custserv A5 Listen, Empathize & Repeat ... but NEVER aggravate an irate customer by explaining why silos don't speak to each other! #custserv Never ruin a good apology with excuses. Your customers don't expect perfection, but they do expect diligence. #custserv A6: Happy? No. Minimally satisfied? Possibly. No news is NOT good news #custserv #custserv A5: Polite scripts w/o problem resolution are the eunuchs of the customer service world (think about it). If you can't, escalate ASAP to someone who can. "@mkrigsman: #custserv A5: SOLVE THE PROBLEM\\u201d @toby_metcalf I'm a HUGE advocate of this. You MUST involve your frontlines, they know more than the CEO ever will #custserv @GregOrtbach A6: Dangerous territory. Follow up post-purchase is key to real feedback. No such thing as a silent cust, we all talk #custserv Silence can't be misquoted, but it can't be misunderstood. To know what it means, u hv to converse. Make them comfortable talking. #custserv Because of the ease in which to sue, I see companies in fear of admitting fault. #CustServ A5 Remember the mantra: The customer is always right (even when they're not and it won't kill your biz to pretend they are) #custserv @HaleyCertified Love it #custserv RT @GregOrtbach: Q6: What do you think about silent (uncomplaining, unpraising) customers? Are they happy w/ you? #custserv @GregOrbach would you go a bit deeper please? How do you know they are silent? #custserv @spark911uk it's also about relevant information #custserv @catykobe @mkrigsman Yes. Without escalation, you're standing still OR making the customer do all the work. #custserv @MarshaCollier I was very unhappy w @TMobile & complained honestly. Still with them because they listened changed & followed up. #custserv RT @mkrigsman: #custserv A5: Polite scripts w/o problem resolution are the eunuchs of the customer service world (think about it). #custserv A5: Want to solve the customer's problem? Then solve the damn problem. Find a way with no excuses.

2013-07-10 1:40 am 2013-07-10 1:40 am 2013-07-10 1:40 am 2013-07-10 1:40 am

eisenzopf MarshaCollier Toby_Metcalf spark911uk

2013-07-10 1:40 am 2013-07-10 1:40 am 2013-07-10 1:40 am 2013-07-10 1:40 am 2013-07-10 1:40 am 2013-07-10 1:40 am 2013-07-10 1:40 am 2013-07-10 1:40 am 2013-07-10 1:41 am 2013-07-10 1:41 am 2013-07-10 1:41 am 2013-07-10 1:41 am 2013-07-10 1:41 am 2013-07-10 1:41 am 2013-07-10 1:41 am

catykobe ideabloke seventhman ValaAfshar SJAbbott TeresaAllen MarshaCollier eisconsulting ABHuret AlHopper_ BarryBirkett MarshaCollier MichelFalcon GregOrtbach imacsweb

2013-07-10 1:41 am

catykobe

2013-07-10 1:41 am

KenRDus

2013-07-10 1:41 am 2013-07-10 1:41 am 2013-07-10 1:42 am

KareyKapell AlHopper_ ValaAfshar

Customer service done right: An open letter to Delta CEO Richard Anderson http://t.co/Vud2iArNm9 #custexp #cem #custserv #travel A5: How about lead with empathy. One such phrase to try is, \\u201cI hate that you had to make this call today." #custserv @MichelFalcon True! #custserv @GregOrtbach A6: We're such a talkative company and our customers appreciate the personal approach. Silence is a red flag #custserv A6: A silent customer means you don't matter enough to them to care. #custserv Totally agree, Holly. Proper diagnosis is critical. @HollyChessman #custserv A4 The only way to know is ask.. or when you get repeat business. #custserv The future of customer service is mobile video, via social networks. The days of customer service scripts is over. #custserv A6 Provide opportunities and listen for feedback, but if you pester with the question, you'll turn good into awkward quickly. #custserv Q6: Silent but deadly in terms of lost business! Ask questions to uncover source of discontent or they will walk. #custserv @spark911uk Nice to hear #custserv @GregOrtbach Don't give the customer superfluous info. They don't want the fluff or the excess. They just want their product or resolutions. #custserv @Newfound_MKTG @IamOkema @Toby_Metcalf Please note: That was @MarshaCollier's genius, not mine! : ) #custserv @Fortuna33 That's great to hear! Using the feedback to better the service you provide is key #custserv A6. Can't assume silent custs happy so want to ask but some just want to be left alone & will change if bothered. #custserv Q7: Have you found a way to increase survey responses to get a better sample? #custserv @toby_metcalf a little harsh, don't want to discredit those admired CEO's that work with their frontlines #custserv RT @MarshaCollier: Q7: Have you found a way to increase survey responses to get a better sample? #custserv . #custserv peeps gotta run tonight! Enjoy participating always! @GregOrtbach @MarshaCollier @fmisle @AlHopper_ @HaleyCertified @RoyAtkinson RT @GregOrtbach: @catykobe @mkrigsman Yes. Without escalation, you're standing still OR making the customer do all the work. #custserv End of day @CAASCO claims.. all Member claims in system and contact made. Ongoing contact and service will happen...#TOstorm #custserv RT @mkrigsman: #custserv A4: If you think your cust serv is great, it's probably not. Ask your customers what *they* think. RT @MarshaCollier: Q7: Have you found a way to increase survey responses to get a better sample? #custserv The best way to improve survey responses is to respond to the surveys. #custserv

2013-07-10 1:42 am

HollyChessman

2013-07-10 1:42 am 2013-07-10 1:42 am 2013-07-10 1:42 am 2013-07-10 1:42 am

mkrigsman Cuecos eisconsulting sarahkwalters

2013-07-10 1:42 am 2013-07-10 1:42 am 2013-07-10 1:42 am

MarshaCollier JustinFlitter AlHopper_

2013-07-10 1:42 am

astrostation

2013-07-10 1:42 am 2013-07-10 1:42 am 2013-07-10 1:42 am 2013-07-10 1:43 am

marilynsuttle MarshaCollier ABHuret seventhman

2013-07-10 1:43 am 2013-07-10 1:43 am 2013-07-10 1:43 am 2013-07-10 1:43 am 2013-07-10 1:43 am 2013-07-10 1:43 am 2013-07-10 1:43 am 2013-07-10 1:43 am 2013-07-10 1:43 am 2013-07-10 1:43 am 2013-07-10 1:43 am 2013-07-10 1:43 am

CustServGreeter MarshaCollier SJAbbott HollyChessman ideabloke CustServGreeter LovelyLu HollyChessman GregOrtbach AlHopper_ ABHuret DwaneDunn

@MarshaCollier Love that. When people say "I'm so sorry this happened to you" with genuine feeling I already feel somewhat better #custserv #custserv If you run customer service without actually solving the problems, you are wasting your money and their time. @CustServGreeter my pleasure! #custserv Excuses or exaggerated justifications will irritate or annoy a customer. Ultimately, they are of no benefit to them or you. #custserv @GregOrtbach Ask them for their opinions and their suggestions! Explain that, no matter what, we value them! #custserv #brandambassadors Simple solution! Thanks :) RT @ValaAfshar: The best way to improve survey responses is to respond to the surveys. #custserv RT @MarshaCollier: Q7: Have you found a way to increase survey responses to get a better sample? #custserv @imacsweb be safe! Always great to chat with you #custserv @GregOrtbach @MarshaCollier @fmisle @HaleyCertified @RoyAtkinson Attach gift coupon #custserv RT @MarshaCollier: Q7: Have you found a way to increase survey responses to get a better sample? #custserv Silent customers have no emotional connection to make it worth speaking up. #custserv @Sezoni_ Thank you - I'm in the #custserv chat right now A6 Silence can mean status quo or indifference. Not all customers gush for a biz doing what is expected. #custserv RT @Toby_Metcalf RT @MichelFalcon @marshacollier @gregortbach A4: repeat purchases, direct referrals, social commentary #custserv @spark911uk Welcome to the chat! #custserv @marilynsuttle Wonder how you wake them up? #custserv Yes. RT @ABHuret: A6 Silence can mean status quo or indifference. Not all customers gush for a biz doing what is expected. #custserv A6 Sometimes silence on my part just means I have no complaint and would like to continue on with my life #custserv A6: Customer apathy is worse than negative feedback, IMO. #custserv RT @MarshaCollier Q7: Have you found a way to increase survey responses to get a better sample? #custserv @seventhman Agree, sometimes the box is confining! #Custserv RT @MarshaCollier: Q7: Have you found a way to increase survey responses to get a better sample? #custserv Breakfast in bed or a jarring alarm clock? RT @MarshaCollier: @marilynsuttle Wonder how you wake them up? #custserv What he said! Glad to chat with you! RT @CustServGreeter: @spark911uk Welcome to the chat! #custserv @Toby_Metcalf Ha! If the answer I want to give isn't one of the choices, it's a problem! ; ) #custserv RT @ValaAfshar: Customer companies think like a customer employees must be empowered to adapt and think outside the box.

2013-07-10 1:43 am 2013-07-10 1:44 am 2013-07-10 1:44 am 2013-07-10 1:44 am 2013-07-10 1:44 am 2013-07-10 1:44 am 2013-07-10 1:44 am

CustServGreeter asaaanbazaar spark911uk AB_BizAdvisors Natasha_D_G LovelyLu kalynna

2013-07-10 1:44 am 2013-07-10 1:44 am 2013-07-10 1:44 am 2013-07-10 1:44 am

eisconsulting MarshaCollier mkrigsman arshimbo

2013-07-10 1:44 am

Fortuna33

2013-07-10 1:44 am

DwaneDunn

2013-07-10 1:44 am 2013-07-10 1:44 am 2013-07-10 1:45 am

CustServGreeter MarshaCollier CCI_INTL

2013-07-10 1:45 am

seventhman

2013-07-10 1:45 am

ABHuret

2013-07-10 1:45 am 2013-07-10 1:45 am

Toby_Metcalf AlHopper_

2013-07-10 1:45 am

GregOrtbach

2013-07-10 1:45 am

EducationNews1

#custserv @imacsweb See you, Gary! #custserv @CustServGreeter A1:when they become repeat buyers #custserv @CustServGreeter Thanks Roy, relocated from London to New York so the timezone is in my favour now! #custserv @GregOrtbach A6 ask them their thoughts. I once had a cust tell me if I don't hear from him all is gr8. But if he calls look out #custserv V. nice >> 6 Order Fulfillment Extras your Customers Will Love | http://t.co/H5nW0mJBpD #cxo #cem #custserv A7 We do it by keeping our surveys VERY short and sweet and easy to do. #custserv Using #socialmedia to connect to customers? Podcast Interview >> http://t.co/hZ78pmLVMv #custserv #customerservice #business #SMB Many wait for an issue to arise before engaging w/ a customer. They should hear from u when all is well, also. It shows sincerity. #custserv @GregOrtbach Hah! #custserv @marilynsuttle #custserv A7: Increase cust sat survey samples by showing you care. If you don't about the cust they won't care about you. #AmenSister RT @MarshaCollier: Just because you\\u2019ve resolved an issue, doesn\\u2019t mean they\\u2019ll return. Follow-up is key #custserv @ValaAfshar Also, learn from your mistakes and share with your team. Implementing the lessons learned into your process is key. #custserv RT @ValaAfshar: There is no box... and if you find it, please recycle. We must empower employees to delight, anywhere, anytime. #custserv yes! RT @LovelyLu A7 We do it by keeping our surveys VERY short and sweet and easy to do. #custserv We've had 100 participants in the last couple of weeks, I think this week will be higher. So much good #custserv advice RT @valaafshar: Never ruin a good apology with excuses. Your customers don't expect perfection, but they do expect diligence. #custserv +100 RT @ValaAfshar There is no box...and if u find it, please recycle. We must empower employees to delight, anywhere, anytime. #custserv A6 When a process, sale, transaction works as expected, not every customer is going to do a happy dance. Not all silence is bad. #custserv @ABHuret :-) indeed #custserv RT @MarshaCollier: We've had 100 participants in the last couple of weeks, I think this week will be higher. So much good #custserv advice @AB_BizAdvisors Boutique companies can get to know each client and ask, but every company needs customers to feel that way. #custserv So many great chats on Tuesday- #GetRealChat #custserv #leadfromwithin

2013-07-10 1:45 am

gbatuyong

2013-07-10 1:45 am 2013-07-10 1:45 am 2013-07-10 1:45 am

HollyChessman catykobe mas_jones

2013-07-10 1:45 am

Toby_Metcalf

2013-07-10 1:45 am

spark911uk

2013-07-10 1:45 am 2013-07-10 1:45 am 2013-07-10 1:45 am

mike_nunes CustServGreeter mas_jones

2013-07-10 1:46 am 2013-07-10 1:46 am 2013-07-10 1:46 am 2013-07-10 1:46 am

mkrigsman MarshaCollier eisconsulting tahabahrami

2013-07-10 1:46 am 2013-07-10 1:46 am 2013-07-10 1:46 am 2013-07-10 1:46 am

catykobe TeresaAllen SethSklar ABHuret

2013-07-10 1:46 am 2013-07-10 1:46 am 2013-07-10 1:47 am

marilynsuttle MarshaCollier eisconsulting

2013-07-10 1:47 am 2013-07-10 1:47 am

CustServGreeter elizabethtraub

RT @ValaAfshar: Service is delivered by people and people do make mistakes. Acknowledge, correct, root cause, fix and move on. #custserv @GregOrtbach I accept chocolate :) #custserv A7 Make surveys more convenient! I'm never gonna type a URL from a receipt after a store visit. #custserv @ValaAfshar Real commitment to #custserv more important than ever. Can't hide behind script & social shows good (yay!) but bad & ugly, too. RT @MarshaCollier We've had 100 participants in the last couple of weeks, I think this week will be higher. So much good #custserv advice A7: At the moment we're focused on in depth talks with customers, so we give them the freedom to talk at length about our product #custserv RT @HollyChessman: RT @MarshaCollier: Q7: Have you found a way to increase survey responses to get a better sample? #custserv @DwaneDunn Thanks for coming to the chat! #custserv RT @ValaAfshar: The future of customer service is mobile video, via social networks. The days of customer service scripts is over. #custserv #custserv A6: Silence is golden. When custs want something, they will ask. Stop expecting a pat on the back cause you won't get it. Keep in touch with customers, and keep relationship strong \\u2013 communicate with them unexpectedly on special occasions #custserv @ABHuret Pretty much...that's what they expected soo why the excitement in their minds, :) #custserv RT @ValaAfshar: Never ruin a good apology with excuses. Your customers don't expect perfection, but they do expect diligence. #custserv Tailor surveys to subsets of customers depending on their experiences/ issues. #custserv Q7: Less is more on surveys. Too long = overwhelmed customer who doesn't fill it out. Just saw one at restaurant wtih 30 items! #custserv @MarshaCollier glad I was able to pop in for a bit #custserv THIS! (it's me) ; ) MT @HollyChessman A6 Sometimes silence just means I have no complaint & want to continue on with my life #custserv We can wake them up by creating "you matter" experiences through unexpected acts of service #custserv Learn THIS RT @mkrigsman: #custserv When custs want something, they will ask. Stop expecting a pat on the back cause you won't get it. RT @MarshaCollier Keep in touch w/ customers and keep relationship strong \\u2013 communicate w/ them unexpectedly on special occasions #custserv RT @catykobe Tailor surveys to subsets of customers depending on their experiences/ issues. #custserv Gr8Q RT @HollyChessman: RT @MarshaCollier: Q7: Have you found a way to increase survey responses to get a better sample? #custserv

2013-07-10 1:47 am 2013-07-10 1:47 am

MarshaCollier SJAbbott

2013-07-10 1:47 am 2013-07-10 1:47 am 2013-07-10 1:47 am 2013-07-10 1:47 am

KPMarshFearless MichelFalcon elizabethtraub eisconsulting

2013-07-10 1:47 am 2013-07-10 1:47 am 2013-07-10 1:47 am 2013-07-10 1:47 am 2013-07-10 1:47 am 2013-07-10 1:47 am

KPMarshFearless Questions1st GregOrtbach CustServGreeter AlHopper_ mas_jones

2013-07-10 1:47 am 2013-07-10 1:47 am 2013-07-10 1:47 am 2013-07-10 1:47 am 2013-07-10 1:48 am 2013-07-10 1:48 am 2013-07-10 1:48 am 2013-07-10 1:48 am

Toby_Metcalf spark911uk MarshaCollier ohashem1 KPMarshFearless MichelFalcon ValaAfshar ABHuret

2013-07-10 1:48 am 2013-07-10 1:48 am 2013-07-10 1:48 am 2013-07-10 1:48 am 2013-07-10 1:48 am

asaaanbazaar HollyChessman KPMarshFearless leonvdp HollyChessman

@IamOkema It's not just marketing it's #custserv courtesy Proactive service!! RT @marilynsuttle: We can wake them up by creating "you matter" experiences through unexpected acts of service #custserv RT @marilynsuttle: Good word of mouth is one way, and referralsn #custserv @marshacollier A7: leverage your frontlines, have them let the cust know to expect a feedback survey. Plant the seed early #custserv RT @ideabloke: A6: Customer apathy is worse than negative feedback, IMO. #custserv Mmmmm hmmmm :) MT @HollyChessman A6 Sometimes silence just means I have no complaint & want to continue on with my life #custserv RT @marilynsuttle: Customers aren't necessarily happy when they say they're happy to you. It's what they say to others. #custserv "@berkson0: #custserv is a marketing opportunity" IMO this is only true if u don't treat it as a marketing opportunity How can you best understand your customer's expectations in order to better serve them? #custserv @SethSklar Thanks for coming! #custserv RT @IamOkema: @MarshaCollier @mkrigsman #custserv Exactly, no person likes the 'Disney chipmunk' representative. Ugg. Mine #bigdata for meaningful KPI's. Customer Metrics: Don\\u2019t Fail to Ask These 3 Questions - AMA Playbook http://t.co/aotznaISjK #custserv Keep the survey short and sweet and know who it is going to #custserv @MarshaCollier A great idea although the Argentinian postal service took 3 months to deliver a Holiday card to a client last year! #custserv @AlHopper_ @IamOkema @mkrigsman ROFL #custserv \\u201c@ValaAfshar: "dear customer, it's our problem until it's no longer yours." - own the path to resolution. #custserv\\u201d RT @marilynsuttle: Following up and closing the loop after a complaint can make customers even more loyal. #custserv A7: make it simple. Never make your customer work for you when asking for a favour #custserv Customers will never love a company until the employees love it first. @simonsinek #custserv A7 Delicate balance. You don't want to be the hovering waitress refilling coffee every two minutes. Keep it simple and random. #custserv @MarshaCollier I love getting high give tweets from the companies like @SqSupport #custserv @IamOkema Trying to follow up on every silent customer could annoy them and quickly become unwieldy #custserv RT @marilynsuttle: Mistakes are tuition toward our education and a form of accellerated learning. #custserv Had an absolutely awesome customer service experience today. Thank you #apple! #custserv @EducationNews1 Yeah I know - I can't keep up with all at once!

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2013-07-10 1:48 am 2013-07-10 1:48 am

2013-07-10 1:48 am 2013-07-10 1:49 am 2013-07-10 1:49 am 2013-07-10 1:49 am 2013-07-10 1:49 am

2013-07-10 1:49 am 2013-07-10 1:49 am 2013-07-10 1:49 am 2013-07-10 1:49 am 2013-07-10 1:49 am 2013-07-10 1:49 am 2013-07-10 1:49 am

2013-07-10 1:50 am 2013-07-10 1:50 am 2013-07-10 1:50 am 2013-07-10 1:50 am

2013-07-10 1:50 am 2013-07-10 1:50 am 2013-07-10 1:50 am

2013-07-10 1:50 am 2013-07-10 1:50 am

#custserv spark911uk @MichelFalcon @MarshaCollier I'd hope most customers would participate with prior evidence of change - take feedback on board #custserv KPMarshFearless RT @marilynsuttle: Have service recovery tool kits availalbe to draw on #custserv Questions1st RT @RoyAtkinson: MT @sommercialmrktg: MT @RoyAtkinson: #CustServ chat 9pmET: "How do you know your customer is happy?" w/ @MarshaCollier ValaAfshar Hire employees that want to deliver remarkable service and have an unquenchable thirst to make a difference. #custserv MarshaCollier Q8 How can you best understand your customer's expectations in order to better serve them? #custserv ABHuret @eisconsulting Especially for simple things that would take a genius to screw up ... wait ... we wouldn't exist then, lol. #custserv TeresaAllen RT @ValaAfshar: Customers will never love a company until the employees love it first. @simonsinek #custserv eisconsulting RT @ValaAfshar Hire employees that want to deliver remarkable service and have an unquenchable thirst to make a difference. #custserv MarshaCollier @spark911uk Good point #custserv catykobe RT @MarshaCollier: Q8 How can you best understand your customer's expectations in order to better serve them? #custserv CustServGreeter RT @MarshaCollier Q8 How can you best understand your customer's expectations in order to better serve them? #custserv MarshaCollier @IamOkema Thanks for the help on the RT #custserv ValaAfshar Ask your customer: who is your favorite company to do business with, and why? <- listen loudly, take good notes. #custserv LovelyLu A8 We always try to walk the path they will so we can see ahead of time what they will encounter. #custserv ABHuret Good dating advice, too! ; ) RT @ValaAfshar: Customers will never love a company until the employees love it first. @simonsinek #custserv adamson Fear Factor - the #CIO and #CMO battle for Enterprise IT Investment http://t.co/W7fm4omSlh #marketing #sfo #custserv mike_nunes A8) Ask them! #custserv SJAbbott A8 Be the customer. Listen to the customer. Innovate the moments\\u2014all the moments\\u2014that matter. #custserv AlHopper_ RT @ValaAfshar: Ask your customer: who is your favorite company to do business with, and why? <- listen loudly, take good notes. #custserv seventhman RT @ValaAfshar There is direct correlation between speed of resolution and customer loyalty. #custserv Sezoni_ I will always remember "Quality goes in before the name goes on." -Levi Strauss ~ I got what I paid for. #CustServ echs2012 RT @ValaAfshar: Hire employees that want to deliver remarkable service and have an unquenchable thirst to make a difference. #custserv CustServGreeter A8: Listen. Learn. Improve. #custserv Toby_Metcalf A8 - sounds simple, but ask them. But be prepared to hear answers

2013-07-10 1:50 am 2013-07-10 1:50 am 2013-07-10 1:50 am 2013-07-10 1:50 am 2013-07-10 1:50 am

eisconsulting MarshaCollier MicJohnson mkrigsman ABHuret

2013-07-10 1:50 am 2013-07-10 1:50 am 2013-07-10 1:50 am 2013-07-10 1:50 am 2013-07-10 1:50 am 2013-07-10 1:50 am 2013-07-10 1:51 am

catykobe SethSklar AlHopper_ jessicamalnik MichelFalcon eisconsulting DanNieves

2013-07-10 1:51 am 2013-07-10 1:51 am 2013-07-10 1:51 am 2013-07-10 1:51 am 2013-07-10 1:51 am 2013-07-10 1:51 am 2013-07-10 1:51 am 2013-07-10 1:51 am 2013-07-10 1:51 am 2013-07-10 1:51 am 2013-07-10 1:52 am 2013-07-10 1:52 am 2013-07-10 1:52 am

Toby_Metcalf MarshaCollier ABHuret HollyChessman GregOrtbach CustServGreeter MarshaCollier PretiumPress mkrigsman CustServGreeter eisconsulting LovelyLu marilynsuttle

you may not want #custserv When you think like a customer, you're more apt to serve them better. Give them all (or more) than what you would desire. #custserv A8 Be the customer. Ask yourself if you'd be buying what you are selling? #custserv RT @ValaAfshar: Customers will never love a company until the employees love it first. @simonsinek #custserv #custserv A8: Just ask the customer what they want. Understanding their needs is simple if you ask. Yes! MT @ValaAfshar: Ask customer: who is your favorite company to do business with, and why? <- listen loudly, take good notes. #custserv Align with sales & other relevant parts of the biz, or keep an up to date CRM to gather context before engaging. #custserv @MarshaCollier A8 if possible , ask what their expectations are. Make sure they are realistic. If not, explain. #custserv Then listen again RT @CustServGreeter: A8: Listen. Learn. Improve. #custserv @MarshaCollier Q8: Listen first. You have two ears and one mouth for a reason. #custserv RT @seventhman: RT @ValaAfshar There is direct correlation between speed of resolution and customer loyalty. #custserv Always, :) RT @CustServGreeter A8: Listen. Learn. Improve. #custserv RT @ValaAfshar: Using social CRM, we can easily identify social advocates and their level of endorsements and network activity. #custserv A9 better to no ask, then to ask and not implement #custserv @mkrigsman It's all so simple whenyou say it like that #custserv ThisThisThis! --> RT @MarshaCollier: A8 Be the customer. Ask yourself if you'd be buying what you are selling? #custserv @ABHuret Oh you've hit on one of my pet peeves! Love the waitress who fulfills my needs but doesn't hover :) #custserv A8: Think beyond the feature sheet to try and connect with your customers or target customers. #custserv RT @MarshaCollier A8 Be the customer. Ask yourself if you'd be buying what you are selling? #custserv For sure! RT @jessicamalnik: @MarshaCollier Q8: Listen first. You have two ears and one mouth for a reason. #custserv \\u201cIn business you get what you want by giving other people what they want.\\u201d \\u2013Alice Foote MacDougall | #custserv #custserv A8: Do you actually want to understand the cust's expectations? If not, don't ask. RT @GregOrtbach A8: Think beyond the feature sheet to try and connect with your customers or target customers. #custserv @ABHuret Lol. Riiiight! #custserv Short, sweet and to the point! RT @CustServGreeter: nA8: Listen. Learn. Improve. #custserv Customer perception matters more than the truth. Ask questions to check out perceptions. #custserv

2013-07-10 1:52 am

Toby_Metcalf

2013-07-10 1:52 am 2013-07-10 1:52 am 2013-07-10 1:52 am 2013-07-10 1:52 am 2013-07-10 1:52 am 2013-07-10 1:52 am 2013-07-10 1:52 am 2013-07-10 1:52 am

GregOrtbach elizabethtraub HollyChessman Toby_Metcalf spark911uk catykobe CustServGreeter astrostation

2013-07-10 1:52 am 2013-07-10 1:52 am

zacharyjeans AB_BizAdvisors

2013-07-10 1:52 am 2013-07-10 1:52 am 2013-07-10 1:53 am 2013-07-10 1:53 am 2013-07-10 1:53 am 2013-07-10 1:53 am 2013-07-10 1:53 am

ABHuret ValaAfshar SJAbbott kr8tr peoplefw edmcallister eisconsulting

2013-07-10 1:53 am 2013-07-10 1:53 am 2013-07-10 1:53 am 2013-07-10 1:53 am 2013-07-10 1:53 am

MarshaCollier HollyChessman seventhman GregOrtbach Toby_Metcalf

RT @ABHuret ThisThisThis! --> RT @MarshaCollier: A8 Be the customer. Ask yourself if you'd be buying what you are selling? #custserv RT @LovelyLu: Short, sweet and to the point! RT @CustServGreeter: nA8: Listen. Learn. Improve. #custserv . ++100 RT @MarshaCollier: A8 Be the customer. Ask yourself if you'd be buying what you are selling? #custserv RT @MarshaCollier: A8 Be the customer. Ask yourself if you'd be buying what you are selling? #custserv RT @CustServGreeter RT @MarshaCollier A8 Be the customer. Ask yourself if you'd be buying what you are selling? #custserv A9: ensure a consistent approach to communication so no area of the business is setting unrealistic expectations #custserv Has anyone ever added "what type of resolution do you expect?" to a support ticket form? How has it worked out? #custserv RT @marilynsuttle Customer perception matters more than the truth. Ask questions to check out perceptions. #custserv WOW RT @MarshaCollier: We've had 100 participants in the last couple of weeks, I think this week will be higher. So much good #custserv adv RT @mkrigsman: #custserv A8: Do you actually want to understand the cust's expectations? If not, don't ask. @MarshaCollier A8 Try to repeat their expectations to them as its taking place. Then follow up in writing. Repeat til its embedded #custserv A8 Be your own customer first; would you be happy with the level of service? If not, there's work to be done! #custserv There are always problems and challenges. Be part of the solution. A trusted adviser gets in the game. #custserv A8 Their expectations may have little to do with what your selling. Because you're really selling an experience. #custserv I've been working with one of my favorite customers, so I have missed joining the #custserv chat tonight. Fun to watch though! RT @ideabloke: A6: Customer apathy is worse than negative feedback, IMO. #custserv <~ so true (i'm late for the chat, i know!!) :-) RT @ValaAfshar: Customers will never love a company until the employees love it first. @simonsinek #custserv Or believe what you're saying...RT @MarshaCollier: A8 Be the customer. Ask yourself if you'd be buying what you are selling? #custserv The deeper a customer\\u2019s relationship, the higher their satisfaction with likely be. Create lasting relationships #custserv @MarshaCollier Yes! Sometimes I have conversations like that in my org - if you read this would you really think this was helpful? #custserv A5 Let the customer vent his/her frustration.. Listen. Ask. Provide Resolution. #custserv #custserv is the true 24/7/365 3D reality experience. What are you delivering? @astrostation I have asked "what are your expectations" Gets right to it #custserv

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mkrigsman MarshaCollier ABHuret

2013-07-10 1:53 am 2013-07-10 1:53 am 2013-07-10 1:54 am 2013-07-10 1:54 am 2013-07-10 1:54 am 2013-07-10 1:54 am

AlHopper_ CustServGreeter SethSklar astrostation ValaAfshar seventhman

2013-07-10 1:54 am 2013-07-10 1:54 am 2013-07-10 1:54 am 2013-07-10 1:54 am 2013-07-10 1:54 am 2013-07-10 1:54 am 2013-07-10 1:54 am 2013-07-10 1:54 am 2013-07-10 1:55 am 2013-07-10 1:55 am 2013-07-10 1:55 am 2013-07-10 1:55 am

MarshaCollier astrostation mike_nunes GregOrtbach CustServGreeter AlHopper_ eisconsulting CustServGreeter RoyAtkinson astrostation ValaAfshar peoplefw

2013-07-10 1:55 am 2013-07-10 1:55 am 2013-07-10 1:55 am 2013-07-10 1:55 am 2013-07-10 1:55 am

bsdalton MarshaCollier mike_nunes AlHopper_ peoplefw

@MarshaCollier Almost everything in life is actually simple. #custserv @HollyChessman Yes! #custserv @HollyChessman She's related to salesperson who asks a million times if they can help. Just say hi and let me know your there. #custserv @kr8tr Customers are always first! #custserv Boom! RT @IamOkema #custserv I am a customer not a ticket. @MarshaCollier seems so obvious #custserv @MarshaCollier: Q8 How can you best understand your customer's expectations in order to better serve them? #custserv Roll up your sleeves and get your hands dirty. Showing up is not enough. You have to score and help customers win. #custserv RT @MarshaCollier A business owner\\u2019s best lessons can be learned through negative customer feedback. Get beyond the initial sting #custserv Q9: How can you engage customers who don't respond to surveys? #custserv @MarshaCollier: A8 Be the customer. Ask yourself if you'd be buying what you are selling? #custserv @IamOkema If I can't meet their expectations but lead them in the right direction then that a win in the referral department. #custserv RT @MarshaCollier: Q9: How can you engage customers who don't respond to surveys? #custserv . @kr8tr Hi, Rob! #custserv RT @MarshaCollier: Q9: How can you engage customers who don't respond to surveys? #custserv Right! RT @HollyChessman Sometimes I hv conversations like that in my org - if u read this would u really think this was helpful? #custserv RT @MarshaCollier Q9: How can you engage customers who don't respond to surveys? #custserv Take Down the Sign and Fix the Problem - (blog) http://t.co/k58XqCIRXr #custserv @MarshaCollier: Q9: How can you engage customers who don't respond to surveys? #custserv Always remember, a customer's perception is your reality to manage. #custserv RT @valaafshar: Customers will never love a company until the employees love it first. @simonsinek #custserv<~ whoa, this is SO priceless! Thx! @catykobe all gr8 ppl @ValaAfshar @MarshaCollier @KnowledgeBishop @BlakeLandau #custserv I'm curious to see answers to Q9, I rarely take surveys and a pair of free ear buds (today) won't make me want to #custserv RT @ValaAfshar: Always remember, a customer's perception is your reality to manage. #custserv A9: think outside the box. instead of surveying them, ask them personally #custserv RT @marilynsuttle: Following up and closing the loop after a complaint can make customers even more loyal. #custserv<~ preach it! ;-)

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homejobsusa1 IntechIndonesia Toby_Metcalf MarshaCollier HollyChessman Fortuna33 eisconsulting ABHuret catykobe MarshaCollier mike_nunes AlHopper_ marilynsuttle seventhman HollyChessman spark911uk peoplefw

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eisconsulting CustServGreeter AlHopper_ GregOrtbach Toby_Metcalf TeresaAllen Sezoni_ bsdalton CustServGreeter ValaAfshar

RT @MarshaCollier: A8 Be the customer. Ask yourself if you'd be buying what you are selling? #custserv RT @Genesyslab: Social customer support: Lessons from the social leaders http://t.co/RJE8iSjLo3 #socialmedia #custserv A9 Depending on the scale: WOW them and pick up the phone #custserv @bsdalton @catykobe @ValaAfshar @KnowledgeBishop @BlakeLandau Team #custserv @ABHuret Totally! Meet my needs but don't suffocate me. #custserv So true. @seventhman: RT @ValaAfshar There is direct correlation between speed of resolution and customer loyalty. #custserv RT @ValaAfshar Always remember, a customer's perception is your reality to manage. #custserv A8 Anticipate needs vs reacting to problems. And friend your silos! #custserv @IamOkema Agree - Person to person is so great! Hard to scale, but worth the extra effort. #custserv Gold!! RT @HollyChessman: @ABHuret Totally! Meet my needs but don't suffocate me. #custserv RT @Toby_Metcalf: A9 Depending on the scale: WOW them and pick up the phone #custserv @HollyChessman @ABHuret BUT my drink had better be bottomless... #custserv Simple isn't always easy. RT @MarshaCollier @HollyChessman Yes! #custserv Love this>> RT @ValaAfshar "dear customer, it's our problem until it's no longer yours." - own the path to resolution. #custserv @kr8tr That's the ultimate #custserv :) @MarshaCollier Pick up the phone or hold a customer only event, the traditional approaches can work well in a noisy digital world #custserv OMG, first, i am late, and then, i am playing catch up on 2 awesome chats. hi-tweet warning #getrealchat #custserv #multitasking wheeee!! Another score! :) RT @ValaAfshar "dear customer, it's our problem until it's no longer yours." - own the path to resolution. #custserv A9: Contact some of your silent customers and do brief, careful interviews. #custserv Check out my latest #custserv blog: Customer service isn't glamorous, inspired by @RoyAtkinson http://t.co/BPcQtuEFb9 A9: I feel the 'survey' will get lost in translation, however, I often give pos (& neg) feedback at the establishment on the spot. #custserv @mike_nunes thank you for the RT #custserv Avaya study stresses importance of EASY #custserv contact on happiness. How can you make it easier? http://t.co/8M7SmhOVnF "Good service is good business." -Siebel Ad #CustServ @MarshaCollier @catykobe @ValaAfshar @KnowledgeBishop @BlakeLandau what a crew it is! Diverse and collaborative. #custserv @peoplefw I thought I heard you sliding through the door. :) #custserv In a knowledge sharing economy, we must adopt an ethos of value

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catykobe AlHopper_ GregOrtbach HollyChessman peoplefw

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GregOrtbach catykobe mike_nunes CustServGreeter MarshaCollier echs2012 peoplefw

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eisconsulting

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marilynsuttle MarshaCollier Toby_Metcalf CustServGreeter ValaAfshar Toby_Metcalf LovelyLu CustServGreeter MarshaCollier seventhman AlHopper_ AB_BizAdvisors uberniq

exchange vs. value extraction - give, give, give. #custserv @IamOkema I provide tech support for a SaaS app primarily via email & social platforms. Always trying to set better expectations #custserv RT @MarshaCollier: @peoplefw Tonight has been insane, I think we have a record breaking crowd! #custserv Has there ever been a survey on the efficacy of surveys? #custserv #justsaying LOL RT @AlHopper_: @HollyChessman @ABHuret BUT my drink had better be bottomless... #custserv RT @eisconsulting: Another score! :) RT @ValaAfshar "dear customer, it's our problem until it's no longer yours." #custserv - own the... Q10: If you could only ask customers *one* question about their sentiment, what would that be? #custserv <3 \\u201c@MarshaCollier: @bsdalton @catykobe @ValaAfshar @KnowledgeBishop @BlakeLandau Team #custserv\\u201d A9) a quick call from a manager with authority to fix any issue they may have. #custserv #oldschoolNeimanMarcus @bsdalton Yessir. Only missing a "Barry" #custserv Not to worry #custserv crew - when you read the archives transcript, you will be able to read all these nuggets! RT @ValaAfshar: Always remember, a customer's perception is your reality to manage. #custserv RT @alhopper_: RT @MarshaCollier: @peoplefw Tonight has been insane, I think we have a record breaking crowd! #custserv<~ u tweeps r so gr8! Thought of taking a survey is often depressing. They come across as work, like a post purchase exam, which is why many steer away. #custserv RT @valaafshar: Always remember, a customer's perception is your reality to manage. #custserv RT @GregOrtbach: Q10: If you could only ask customers *one* question about their sentiment, what would that be? #custserv Follow the #custserv hashtag using @twubs at http://t.co/ljgqAMB0sM RT @GregOrtbach Q10: If you could only ask customers *one* question about their sentiment, what would that be? #custserv @bsdalton @marshacollier @catykobe @knowledgebishop @blakelandau you are all amazing! #custserv RT @MarshaCollier Not to worry #custserv crew - when you read the archives transcript, you will be able to read all these nuggets! A10 What could we have done to make your experience even better? #custserv A10: Do you want to come back again? #custserv @ValaAfshar This has been a #custserv chat for the record books! @bsdalton @catykobe @knowledgebishop @blakelandau On Q5 I'm curious what you all do when it's too late to apologize... or when customers wont accept your sorry. #custserv #fail #custserv http://t.co/uem6K8tEBJ @GregOrtbach A10 did we EXCEED your expectations?? #custserv Well done @ATT I'm impressed and delighted by the customer

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bsdalton

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marilynsuttle HollyChessman MarshaCollier

service experience you just provided! #custserv @catykobe @ValaAfshar @MarshaCollier @KnowledgeBishop @BlakeLandau (but don't call me a guru :) just doing my gig in the trenches #custserv Enjoyed participating in the chat tonight. Thanks! #custserv Are customers seeing your problems before you do? http://t.co/a2hJF56aKj #custserv @seventhman Taking responsibility before the customer can tear you apart really works #custserv