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custserv

2012-04-18 to 2012-04-18 102 contributors

604 Twitter search results 312 retweets 473 @replies 0 links

Time User Tweet

2012-04-18 1:00 am CustServGreeter Starts now - chat topic: "Strengths and weaknesses of customer

service." #custserv

2012-04-18 1:01 am CustServGreeter @JeffreyJKingman Good evening, good sir! #custserv

2012-04-18 1:01 am MarshaCollier RT @CustServGreeter: Follow and participate in tonight's #custserv

chat by searching on the #custserv hashtag or at

http://tweetchat/room/custserv

2012-04-18 1:02 am CustServGreeter Let's start off the evening with some intros in 140 and the official #

custserv dance. OK, one of the above.

2012-04-18 1:02 am CustServGreeter Hosts of the chat are @MarshaCollier and @JeffreyJKingman -

they'll be asking the questions. #custserv

2012-04-18 1:02 am MarshaCollier Good to see everyone for the #custserv chat! @JeffreyJKingman

@GregOrtbach @rbacal @CustServGreeter @GregOrtbach

2012-04-18 1:03 am CustServGreeter I'm aka @RoyAtkinson Frontline and mgmt IT support pro, now

industry analyst. #custserv

2012-04-18 1:03 am CustServGreeter @JasonPromotesU Hi, Jason and welcome back! #custserv

2012-04-18 1:03 am GregOrtbach RT @MarshaCollier: Good to see everyone for the #custserv chat!

@JeffreyJKingman @GregOrtbach @rbacal @CustServGreeter

@GregOrtbach

2012-04-18 1:03 am MarshaCollier :Tonight's #custserv chat: "Strengths and weaknesses of customer

service." Please join in! Questions start ...now!

2012-04-18 1:03 am JasonPromotesU @MarshaCollier Hello beautiful Marsha #custserv

2012-04-18 1:03 am CustServGreeter @MarshaCollier Hi, Marsha! #custserv

2012-04-18 1:04 am GregOrtbach @MarshaCollier @JasonPromotesU Great to see you two! #

Custserv

2012-04-18 1:04 am MarshaCollier @JasonPromotesU Thank you - goood to see you! #custserv

2012-04-18 1:04 am mpace101 Currently unemployed free agent customer service & engagement

exec, blogger, speaker and chatter :) #custserv

2012-04-18 1:04 am MarshaCollier Q1 How does your company view customer service? Have the

methods been defined? #custserv

2012-04-18 1:04 am CustServGreeter @mpace101 Hi, Mike! Great seeing you. #custserv

2012-04-18 1:05 am CustServGreeter RT @MarshaCollier: Q1 How does your company view customer

service? Have the methods been defined? #custserv

2012-04-18 1:05 am JasonPromotesU @MarshaCollier Welcome. Nothing but love for you #custserv

2012-04-18 1:05 am JeffreyJKingman RT @MarshaCollier: Q1 How does your company view customer

service? Have the methods been defined? #custserv

2012-04-18 1:05 am CustServGreeter @ImMarkBernhardt Hi, Mark - Q1 has just gone out. #custserv

2012-04-18 1:05 am JasonPromotesU RT @MarshaCollier: Q1 How does your company view customer

service? Have the methods been defined? #custserv

2012-04-18 1:05 am mpace101 @CustServGreeter Hola Roy #custserv

2012-04-18 1:05 am rbacal @GregOrtbach Ah. I didn't know you were in London. I'm near

Ottawa... #custserv

2012-04-18 1:06 am CustServGreeter @rbacal Good evening, Robert! #custserv

2012-04-18 1:06 am MarshaCollier A1: At my small company, the customer gets respect and the

appropriate time devoted to their levels of business #custserv

2012-04-18 1:06 am MarshaCollier @Michael_Lytle Good to hear! #custserv

2012-04-18 1:06 am mpace101 A1: ? about Q1: do you mean view as an expense or asset? Not sure

what mean by methods either (HELP) #custserv

2012-04-18 1:07 am rbacal @CustServGreeter Good evening cust. #custserv

2012-04-18 1:07 am MarshaCollier @mpace101 Ahhh, there's the heart of the topic for tonight. #

custserv

2012-04-18 1:07 am CustServGreeter A1: We practice what we preach: We train/certify CSR's and other

support folks, and live up to our lessons. #custserv

2012-04-18 1:07 am ValaAfshar Three success factors for our company's success: innovation, quality

products and strong customer service. #custserv

2012-04-18 1:07 am CustServGreeter @ValaAfshar Good evening, Vala - always a pleasure. #custserv

2012-04-18 1:08 am CustServGreeter @lttlewys Howdy! #custserv

2012-04-18 1:08 am ValaAfshar @CustServGreeter thank you sir, glad to be here. #custserv

2012-04-18 1:08 am MarshaCollier Good to see @mpace101 @rbacal @LoisMarketing @lttlewys

@ValaAfshar #custserv

2012-04-18 1:08 am mpace101 Been at places where viewed as core asset and as expense. Both

co's successful, but different core competencies #custserv

2012-04-18 1:08 am CustServGreeter @LoisMarketing Good evening and welcome! #custserv

2012-04-18 1:08 am MarshaCollier Exactly RT @mpace101: Been where viewed as core asset and as

expense. Both co's successful, but different core competencies #

custserv

2012-04-18 1:08 am ValaAfshar @MarshaCollier great to be here - always an opportunity for me to

learn. #custserv

2012-04-18 1:09 am MarshaCollier Has your company decided in which ways they can support the

customer, then? #custserv

2012-04-18 1:10 am seventhman It's been a long time since I've joined here - good evening - Shaleen #

custserv

2012-04-18 1:10 am FrankEliason I think most companies say they have positive/supportive view of #

custserv but in reality do not live up to what they state

2012-04-18 1:10 am ImMarkBernhardt Q1 How does your company view customer service? Have the

methods been defined? #custserv | A: All take part in our #SMB --

phone, more.

2012-04-18 1:10 am ValaAfshar Employee retention is a strong indicator of how a company views its

customer service function. #custserv

2012-04-18 1:10 am MarshaCollier RT @ValaAfshar: Employee retention is a strong indicator of how a

company views its customer service function. #custserv

2012-04-18 1:10 am LoisMarketing @MarshaCollier @JasonPromotesU @CustServGreeter Hi! #

custserv

2012-04-18 1:10 am MarshaCollier @seventhman Good to see you again #custserv

2012-04-18 1:10 am mpace101 A1: I am personally happier when working for company where quality

is #1 priority. Co's that see custserv as expense is boring #custserv

2012-04-18 1:10 am CustServGreeter @seventhman Welcome back! Good evening. #custserv

2012-04-18 1:11 am CustServGreeter @FrankEliason Hi, Frank! Great to see you. #custserv

2012-04-18 1:11 am ImMarkBernhardt @JasonPromotesU Thanks, Jason, and hello to you. #custserv

2012-04-18 1:11 am drnatalie hey Frank How ARE YOU!!! RT @CustServGreeter: @FrankEliason

Hi, Frank! Great to see you. #custserv

2012-04-18 1:11 am ValaAfshar Market growth, new customer acquisition, top line revenue, and

customer reference-ability validate commitment to #custserv

2012-04-18 1:11 am drnatalie RT @FrankEliason: I think most companies say they have

positive/supportive view of #custserv but in reality do not live up 2

what they state

2012-04-18 1:11 am FrankEliason I will give a copy of @YourService to someone talking in #custserv

during the hour. I'll be looking for insightful comment on topic.

2012-04-18 1:12 am mpace101 I agree with @frankeliason here, most co's THINK they do custserv

well or make it priority, but reality is different #custserv

2012-04-18 1:12 am rbacal Customer Served Too Much Alcohol Costs Restaurant Millions

http://t.co/GJjBa1jz #custserv

2012-04-18 1:12 am CustServGreeter @drnatalie Hi, Natalie! Welcome back. #custserv

2012-04-18 1:12 am drnatalie RT @mpace101: Been at places where viewed as core asset and as

expense. Both co's successful, but different core competencies #

custserv

2012-04-18 1:12 am MarshaCollier Way too often RT @mpace101: ... most co's THINK they do custserv

well or make it priority, but reality is different #custserv

2012-04-18 1:12 am CustServGreeter RT @LoisMarketing: If your company doesn't place customer service

in first place -- why are you there? #custserv A1

2012-04-18 1:12 am mpace101 Its why I dislike benchmark studies. Bunch of aver co's providing their

averages, equating to mediocre #custserv

2012-04-18 1:12 am ValaAfshar Customer service success factors (order matters): culture, people,

process and technology. #custserv

2012-04-18 1:12 am FrankEliason As you are watching #custserv, if you see someone deserving a

book, dm me or tweet to @yourservice

2012-04-18 1:13 am SteveKoss @marshacollier can an org really change, innovate, or know

strengths, weaknesses in #custserv without performing a SWOT or

PEST, or STEEP?

2012-04-18 1:13 am CustServGreeter @berkson0 Lurker! Good place to be lurking. #custserv

2012-04-18 1:13 am MarshaCollier Q2 Are your employees is going much too far, are they helping or

damaging your customer service goals? #custserv

2012-04-18 1:13 am seventhman @MarshaCollier @JasonPromotesU @CustServGreeter Hey

thanks! Great to be here.. #custserv

2012-04-18 1:13 am drnatalie RT @Michael_Lytle: A1 Our Company lives by "There is nothing more

important than our customers" We have a culture to back it up! #

custserv

2012-04-18 1:13 am drnatalie RT @pocojuan: I would present question #1 another way How does

senior management model a customer centric culture in your org?r #

custserv

2012-04-18 1:13 am JeffreyJKingman RT @MarshaCollier: Q2 Are your employees is going much too far,

are they helping or damaging your customer service goals? #

custserv

2012-04-18 1:13 am mpace101 I would agree 100% RT @ValaAfshar: Customer service success

factors (order matters): culture, people, process and technology. #

custserv

2012-04-18 1:13 am ValaAfshar Commitment to customer service: training budget, market competitive

compensation, best class tools, etc. #custserv

2012-04-18 1:14 am MarshaCollier Go! RT @pocojuan I would present question #1 another way How

does senior management model a customer centric culture in your

org?r #custserv

2012-04-18 1:14 am CustServGreeter @SteveKoss Hi, Steve! Welcome to the chat. #custserv

2012-04-18 1:14 am drnatalie Always interesting 2 C if CEO thinks #custserv is a cost or revenue

generator

2012-04-18 1:14 am CustServGreeter RT @MarshaCollier: Q2 Are your employees is going much too far,

are they helping or damaging your customer service goals? #

custserv

2012-04-18 1:14 am drnatalie RT @JasonPromotesU: RT @valaafshar: Customer service success

factors (order matters): culture, people, process and technology. #

custserv

2012-04-18 1:14 am CustServGreeter @pocojuan Hi, Jon! Welcome good sir. #custserv

2012-04-18 1:14 am FrankEliason @shaig disagree. Staffing is part of representing the right culture and

being #custserv oriented

2012-04-18 1:14 am ValaAfshar When your company's frontline employees are trained and

empowered to delight, then you're on the right track. #custserv

2012-04-18 1:15 am mpace101 A2: I think most co's agents try hard, but they usually do not have

strong expectations or senior support #custserv

2012-04-18 1:15 am drnatalie @JeffreyJKingman employees can't go 2 far w/ #custserv

2012-04-18 1:15 am MarshaCollier A2: Can an employee go to far? Perhaps beyond corp policy? #

custserv

2012-04-18 1:15 am ImMarkBernhardt Q2 Are your employees going much too far, are they helping or

damaging your customer service goals? #custserv | A: Helping.

2012-04-18 1:15 am micturp Agree/Way 2 often @MarshaCollier RT @mpace101: ... most co's

THINK they do custserv well or make it priority, reality is different #

custserv

2012-04-18 1:15 am drnatalie no, look at zappos- no limits RT @MarshaCollier: A2: Can an

employee go to far? Perhaps beyond corp policy? #custserv

2012-04-18 1:15 am MarshaCollier @mpace101 You agree that senior support is pivotal? #custserv

2012-04-18 1:16 am seventhman @drnatalie never a cost for me; cust serv is going beyond satisfaction

- gaining loyalty is priceless #custserv

2012-04-18 1:16 am drnatalie Fish stinks most at the head- always RT @MarshaCollier:

@mpace101 You agree that senior support is pivotal? #custserv

2012-04-18 1:16 am CustServGreeter @LoisMarketing There are many who haven't thought through the

whole #custserv process, I'm sure.

2012-04-18 1:16 am ImMarkBernhardt Maybe if try to go beyond means. RT @Michael_Lytle: A2 if

exceptional #custserv is the goal, then there is no "too far" #

custserv

2012-04-18 1:16 am drnatalie YES! RT @seventhman: @drnatalie never a cost for me; cust serv is

going beyond satisfaction - gaining loyalty is priceless #custserv

2012-04-18 1:16 am ValaAfshar A customer focused culture is a flat hierarchy - learn and encourage

to lead without a title - to benefit customer. #custserv

2012-04-18 1:16 am CustServGreeter @micturp Hello and welcome, Michelle! #custserv

2012-04-18 1:16 am CustServGreeter @flyingwithfish Good evening, Fish! #custserv

2012-04-18 1:17 am mpace101 A2: of course an employee can go too far. [regulated industries] need

to have guardrails (its about Responsible Freedom) #custserv

2012-04-18 1:17 am techguerilla @drnatalie @MarshaCollier I'd say there's a difference in not having

pre-defined restrictions and 'no limits' #custserv

2012-04-18 1:17 am FrankEliason My favorite employees are highly passionate for Customer. The type

jump up & down saying how wrong the co is. Can't teach passion #

CustServ

2012-04-18 1:17 am ValaAfshar Customer focused companies are more social - a culture of

transparency with a common purpose. #custserv

2012-04-18 1:17 am CustServGreeter @DSox Hello, Dave. Welcome to the chat! #custserv

2012-04-18 1:17 am ImMarkBernhardt RT @mpace101: A2: of course an employee can go too far.

[regulated industries] need to have guardrails (its about Responsible

Freedom) #custserv

2012-04-18 1:17 am MarshaCollier @flyingwithfish Dealing with ATT isuue too long, they don't

understand & only call before office opens-then when I call I get VM #

custserv

2012-04-18 1:17 am seventhman RT @ValaAfshar: A customer focused culture is a flat hierarchy -

learn and encourage to lead without a title- to benefit customer. #

custserv

2012-04-18 1:17 am CustServGreeter @IAQ_4u Welcome, Darrell - step right on in. #custserv

2012-04-18 1:17 am mpace101 BTW - for sake of conversation. I dislike the word empowerment.

YOU cannot empower someone else - only they can empower #

custserv

2012-04-18 1:17 am flyingwithfish Q1 How does your company view customer service? Have the

methods been defined? #custserv (current client puts CustServ first

& foremost)

2012-04-18 1:17 am margieanalise ready to roll with #smmanners chat in 40 min! You should join us! :)

RT @gregortbach: Gr8 -ready to go with #coffee & #Custserv U?

2012-04-18 1:17 am drnatalie @techguerilla @MarshaCollier - maybe trust your employees 2 do

the right thing? don't need rules, restrictions #custserv

2012-04-18 1:18 am techguerilla @drnatalie @MarshaCollier i.e. You are trained on culture and values

and allowed to use your judgment within that environment #custserv

2012-04-18 1:18 am MarshaCollier @drnatalie I' being devils advocate here ;) #custserv

2012-04-18 1:18 am JeffreyJKingman @drnatalie so never an overstep by employee with #custserv?

2012-04-18 1:18 am ImMarkBernhardt LOL mRT @LoisMarketing: If you do not train & equip your CSRs to

readily resolve issues, satisfy customers ... no soup for you. #

custserv A2

2012-04-18 1:18 am CustServGreeter @techguerilla Hi, Matt! Welcome. #custserv

2012-04-18 1:18 am action_jay @FrankEliason the hard part is doing that with enough tact that they

don't get fired. #custserv (oh hai guys)

2012-04-18 1:18 am lttlewys RT @Michael_Lytle: @MarshaCollier if corp policy restricts #

custserv, then it should be re-written! #custserv~Yes! Most hindered

by policy

2012-04-18 1:18 am drnatalie @MarshaCollier it either stinks or the head is in the sand doing the

ostrich #custserv

2012-04-18 1:18 am ValaAfshar You have to have the passion to serve - a customer service culture is

built on attitude, developing aptitude. #custserv

2012-04-18 1:18 am flyingwithfish Someone remind me not to hijack #custserv with my issues related

to #ATT ... I'll try and stay on topic ... probably

2012-04-18 1:18 am drnatalie if U trust your employes, then no RT @JeffreyJKingman: @drnatalie

so never an overstep by employee with #custserv?

2012-04-18 1:19 am davidfeldt RT @drnatalie: Always interesting 2 C if CEO thinks #custserv is a

cost or revenue generator

2012-04-18 1:19 am LoisMarketing Many times "marketing" is the barrier between company and

customer. Move out of the way! #custserv A2

2012-04-18 1:19 am MarshaCollier RT @flyingwithfish: Someone remind me not to hijack #custserv with

my issues related to #ATT ... I'll try and stay on topic ... probably

2012-04-18 1:19 am sunaynat Shouldn't everyone @ company have skin the game and be

accountable for #custserv - weather you are cust facing or supporting

person who is?

2012-04-18 1:19 am JeffreyJKingman @drnatalie I disagree - sometimesrules/regs/guidelines needed to

protect assets of company in re to #custserv

2012-04-18 1:19 am flyingwithfish RT @drnatalie: Fish stinks most at the head- always RT

@MarshaCollier: @mpace101 You agree that Sr. support is pivotal? #

custserv (I bathe!)

2012-04-18 1:19 am drnatalie @JeffreyJKingman if someone gave away all the product - then that's

too far... #custserv but we R not talking bout that

2012-04-18 1:19 am jwsteiert RT @FrankEliason: I think most companies say they have

positive/supportive view of #custserv but in reality do not live up to

what they state

2012-04-18 1:19 am mpace101 Big fan of the expression to "Exercise Responsible Freedom

2012-04-18 1:19 am FrankEliason @mpace101 I get what you mean but many companies stuck to

process and do not let #custserv employees even speak up on

issues

2012-04-18 1:19 am SethSklar @MarshaCollier late start, but I'm checking in #custserv

2012-04-18 1:19 am CustServGreeter @mike_nunes Hi, Michael - welcome! #custserv

2012-04-18 1:19 am ImMarkBernhardt Indeed RT @JeffreyJKingman: @drnatalie I disagree -

sometimesrules/regs/guidelines needed to protect assets of company

in re to #custserv

2012-04-18 1:19 am ValaAfshar A robust CRM strategy allows you to trust but validate. Ultimately, the

frontline must be empowered to do the right thing. #custserv

2012-04-18 1:19 am JeffreyJKingman @drnatalie That takes time/training/building long term relation

w/employee #custserv

2012-04-18 1:19 am techguerilla @drnatalie @JeffreyJKingman It's not the case that they can't cross a

line at zappos and be reprimanded #custserv

2012-04-18 1:19 am CustServGreeter @action_jay Hi, Jay! #custserv

2012-04-18 1:20 am MarshaCollier Q3 Are you providing a level of #custserv that is too costly or time

consuming to be affordable – especially if for a single purchase?

2012-04-18 1:20 am drnatalie @JeffreyJKingman then we agree to disagree on rules 4 #custserv -

I think its a culture thing- do culture well, no rules needed

2012-04-18 1:20 am douglaserice Using Storify to Engage Community | #Marketing #UsGuys #

Custserv http://t.co/MRzjkZYJ @milaspage

2012-04-18 1:20 am CustServGreeter @sunaynat Good eveing and welcome back! #custserv

2012-04-18 1:20 am mpace101 It all starts with culture, & culture starts w/ a leader RT

@marshacollier: @mpace101 You agree that senior support is

pivotal? #custserv

2012-04-18 1:20 am lttlewys @MarshaCollier @flyingwithfish ATT has amazing #custserv people,

that are trapped by corp policy

2012-04-18 1:20 am CustServGreeter @SethSklar Hi, Seth! Thanks for coming by. #custserv

2012-04-18 1:20 am MarshaCollier @mpace101 ...and education #custserv

2012-04-18 1:20 am JeffreyJKingman Q3 Are you providing level of #custserv that too costly or time

consuming to be affordable – especially if for a single purchase? #

custserv

2012-04-18 1:20 am flyingwithfish @MarshaCollier My #ATT issue is now 7hrs on phone in two days

and escalation to the Office of the President. Hope that helps me. #

custserv

2012-04-18 1:20 am seventhman I wonder what you all think of CSAT surveys... is it really effective? #

custserv

2012-04-18 1:20 am CustServGreeter RT @MarshaCollier: Q3 Are you providing a level of #custserv that is

too costly or time consuming to be affordable – especially if for a

single purchase?

2012-04-18 1:20 am MarshaCollier @flyingwithfish Good luck with that #ATT #custserv

2012-04-18 1:21 am drnatalie @techguerilla @JeffreyJKingman agreed - but the reason that people

don't need rules @Zappos is bcuz the people know their culture #

custserv

2012-04-18 1:21 am LaneSutton @ValaAfshar #custserv is also built on having purpose to serve and

the authenticity that is created from a biz's culture to the customer.

2012-04-18 1:21 am ValaAfshar The total lifetime value of the customer is key in determining the

cost/benefit equation - goal is 'customer for life'. #custserv

2012-04-18 1:21 am drnatalie good culture means good employee behavior, boundaries #custserv

2012-04-18 1:21 am MarshaCollier @measureCP Perhaps that's the answer for Q3? #custserv

2012-04-18 1:21 am mpace101 @frankeliason process is different than policy. Give the guardrails (ex.

every @ritzcarlton employ $2K to help a customer) #custserv

2012-04-18 1:21 am ValaAfshar RT @LaneSutton: @ValaAfshar #custserv is also built on having

purpose to serve and the authenticity that is created from a biz's

culture to the customer.

2012-04-18 1:21 am pocojuan sounds like th slippery slope of custserv reps - them and us -

mentality if it's not in the culture its not in the custserv exp #custserv

2012-04-18 1:21 am Michael_Lytle RT @JeffreyJKingman: @drnatalie Every ranch needs a fence #

custserv

2012-04-18 1:21 am FrankEliason @action_jay I always like to protect my team members but let them

run with it. They do well when they know you have their back #

custserv

2012-04-18 1:21 am sapphirefinch RT @drnatalie: Always interesting 2 C if CEO thinks #custserv is a

cost or revenue generator

2012-04-18 1:21 am drnatalie every ranch needs a leader & heart & good culture RT

@JeffreyJKingman: @drnatalie Every ranch needs a fence #custserv

2012-04-18 1:21 am ValaAfshar @LaneSutton bravo - well said. #custserv

2012-04-18 1:22 am action_jay @measureCP you can usually turn those people around, either by

just giving them a chance to vent or being firm with em #custserv

2012-04-18 1:22 am flyingwithfish Q3 Are you providing a level of #custserv that is too costly or time

consuming tn – especially if for a single purchase?(Scalable = ROI)

2012-04-18 1:22 am CustServGreeter @seventhman CSAT = customer satisfaction (acronym cop) surveys -

Can be effective if well planned and constructed. Most aren't. #

custserv

2012-04-18 1:22 am mpace101 @MarshaCollier yes and education #custserv

2012-04-18 1:22 am JeffreyJKingman Word RT @drnatalie: every ranch needs a leader & heart & good

culture RT @JeffreyJKingman: @drnatalie Every ranch needs a fence

#custserv

2012-04-18 1:22 am SethSklar @marshacollier A3, can u view #custserv as only for single purchase

or are viewing it as creating loyalty.

2012-04-18 1:22 am MarshaCollier @FrankEliason You can't teach passion, but you can teach the

technologies they represent, right? #CustServ

2012-04-18 1:22 am drnatalie @JeffreyJKingman w gr8 leader, heart & culture, the employees feel

appreciated, they do the right things #custserv

2012-04-18 1:22 am ElDoradoSEO RT @drnatalie: every ranch needs a leader & heart & good culture RT

@JeffreyJKingman: @drnatalie Every ranch needs a fence #custserv

2012-04-18 1:22 am seventhman RT @drnatalie: good culture means good employee behavior,

boundaries #custserv

2012-04-18 1:22 am drnatalie YES RT @seventhman: RT @drnatalie: good culture means good

employee behavior, boundaries #custserv

2012-04-18 1:22 am ernieschell Re @MarshaCollier Q3 - xcellent sites can reduce need for #

custserv - Requires creativity, discipline, experience...

2012-04-18 1:22 am MarshaCollier @techguerilla **gulp** #zappos #custserv

2012-04-18 1:22 am FrankEliason @mpace101 I use the @ritzcarlton example in my book. I agree with

guardrails, most do not come close to their level #custserv

2012-04-18 1:22 am flyingwithfish @MarshaCollier A3: if #custserv isn't defined and scaleable it can

spiral. Companies need to determine when to cave & when to dig in.

2012-04-18 1:23 am mpace101 A3: depends on it your company in it for short term or long term

(direct rev vs. CustLifeTimeValue) #custserv

2012-04-18 1:23 am drnatalie RT @ValaAfshar: What the customer wants to hear is: "its our

problem, until it's no longer yours." | own it. #custserv

2012-04-18 1:23 am rbacal RT @mpace101: BTW - for sake of conversation. I dislike the word

empowerment. YOU cannot empower someone else - only they can

empower #custserv

2012-04-18 1:23 am ernieschell RT @ValaAfshar: The total lifetime value of the customer is key in

determining the cost/benefit equation - goal is 'customer for life'. #

custserv

2012-04-18 1:23 am IAQ_4u RT @ValaAfshar: What the customer wants to hear is: "its our

problem, until it's no longer yours." | own it. #custserv

2012-04-18 1:23 am mpace101 @FrankEliason the ritz does some incredible things, 1 of my personal

beacons #custserv

2012-04-18 1:23 am pocojuan A healthy culture reflects shared awareness, understanding

agreement ownership & buyin - fences and empathy #custserv

2012-04-18 1:23 am drnatalie RT @techguerilla: @JeffreyJKingman @Zappos 1) Great hiring 2)

Great induction processes 3) Continually invests growth of *person* #

custserv

2012-04-18 1:23 am CustServGreeter @measureCP Great question. By having a process in place to alert

supervisors to the abuse- reps don't have to take it.#custserv

2012-04-18 1:23 am FrankEliason @mpace101 but I also believe same can be accomplished by giving

access to those decision makers #custserv

2012-04-18 1:23 am bettervideo Many biz and products have become too complicated to support well

w/1 contact. Can't train CSAs enough to be effective. #custserv

2012-04-18 1:23 am seventhman @CustServGreeter Thanks ;) I just think that this type of survey is

purely subjective & sometimes, you don't get fair ratings #custserv

2012-04-18 1:24 am CustServGreeter @LaneSutton Hello, Lane - welcome back. #custserv

2012-04-18 1:24 am mpace101 A3: if you company is focused on short term stock price, you will have

a hard time influencing long term #custserv #custserv

2012-04-18 1:24 am ValaAfshar MPOV - don't outsource your core competency. #custserv

2012-04-18 1:24 am MediaLabRat Late getting here to #custserv trying to play catch up :)

2012-04-18 1:24 am Michael_Lytle A3 if you are providing too much #custserv for a single purchase, you

may have a bigger problem to solve :-( - #quality #custserv

2012-04-18 1:24 am intmf RT @pocojuan: A healthy culture reflects shared awareness,

understanding agreement ownership & buyin - fences and empathy #

custserv

2012-04-18 1:24 am FrankEliason RT @ValaAfshar: What the customer wants to hear is: "its our

problem, until it's no longer yours." | own it. #custserv

2012-04-18 1:24 am drnatalie if u R working in #custserv, don't take the job if they give lip service 2

#custserv - then leaders will get it when have no employees

2012-04-18 1:24 am CustServGreeter @seventhman It really depends. Some are very effective, but that's

the minority, IMO. Most are too long, for starters. #custserv

2012-04-18 1:24 am FrankEliason RT @techguerilla: @drnatalie @JeffreyJKingman @Zappos 1) Great

hiring 2) Great induction processes 3) Continued investment in growth

of the *person* #custserv

2012-04-18 1:24 am JeffreyJKingman @mpace101 Worked for Ritz - awesome org. In '95, they said 35K +

one yr to train new hire #custserv

2012-04-18 1:25 am rbacal @flyingwithfish SCALABLE is the HUGE issue with #custserv ALong

with complex systems that HAVE to fail.

2012-04-18 1:25 am MarshaCollier Assuming the company has competency in service - so few really do

RT @ValaAfshar: MPOV - don't outsource your core competency. #

custserv

2012-04-18 1:25 am mpace101 @FrankEliason agree, making sure Sr. folks are getting the narrative

(story) w/metrics is critical to influence change #custserv

2012-04-18 1:25 am Daisyface1 RT @ValaAfshar: Employee retention is a strong indicator of how a

company views its customer service function. #custserv

2012-04-18 1:25 am RussLoL @jscriven_yyj always happy to hear good #custserv stories. If

interested, a guest post awaits you, sir

2012-04-18 1:25 am ValaAfshar To develop a long lasting relationship, we must invest before looking

for returns. #custserv

2012-04-18 1:25 am FrankEliason RT @sunaynat: Shouldn't everyone @ company have skin the game

and be accountable for #custserv - weather you are cust facing or

supporting person who is?

2012-04-18 1:25 am seventhman On A3 I wonder why you have to go so far; perhaps your

product/service is sub par..? #custserv

2012-04-18 1:25 am CustServGreeter @ernieschell Hello, Ernie. Noce to see you in the #custserv chat.

2012-04-18 1:25 am measureCP RT @FrankEliason agree, making sure Sr. folks are getting the

narrative (story) w/metrics is critical to influence change #custserv

2012-04-18 1:25 am MarshaCollier To much complexity, too many silos, yes! RT @rbacal SCALABLE is

the HUGE issue with #custserv ALong with complex systems that

HAVE to fail.

2012-04-18 1:26 am mpace101 @rbacal excellent point. Scalable intimacy is incredibly difficult #

custserv

2012-04-18 1:26 am JeffreyJKingman What is the company’s customer service level goal? Are all your

employees are equally trained in these processes? #custserv #

custserv

2012-04-18 1:26 am ValaAfshar @MarshaCollier absolutely - we have ~100 customer service and

support engineers with over 12 years of company tenure. #custserv

2012-04-18 1:26 am CustServGreeter @bettervideo Hi, Michael. Welcome to the chat. #custserv

2012-04-18 1:26 am jay_badenhope RT @FrankEliason: My favorite employees are highly passionate for

Customer. The type jump up & down saying how wrong the co is.

Can't teach passion #CustServ

2012-04-18 1:26 am drnatalie RT @ValaAfshar: @MarshaCollier absolutely - we have ~100

customer service and support engineers w >12 years of company

tenure. #custserv

2012-04-18 1:26 am rbacal @mpace101 Agree on short term stock prices, but much of our

economic system is based on that, even in law and company charter

#custserv

2012-04-18 1:27 am MarshaCollier Reason to e proud! RT @ValaAfshar we have ~100 customer service

and support engineers with over 12 years of company tenure. #

custserv

2012-04-18 1:27 am CustServGreeter @MediaLabRat No points off for being late. :) #getoutofjailfreecard #

custserv

2012-04-18 1:27 am JeffreyJKingman Q4 What is the company’s customer service level goal? Are all your

employees are equally trained in these processes? #custserv #

custserv

2012-04-18 1:27 am CustServGreeter @Michael_Lytle Welcome back, Maichael. #custserv

2012-04-18 1:27 am beyondtheawning RT @MarshaCollier: Q3 Are you providing a level of #custserv that is

too costly or time consuming to be affordable – especially if for a

single purchase?

2012-04-18 1:27 am drnatalie many company service level is GET THE CUSTOMER OFF THE

PHONE AS FAST AS POSSIBLE #custserv

2012-04-18 1:27 am ValaAfshar @MarshaCollier beaming with pride - thank you :D #custserv

2012-04-18 1:28 am bettervideo @MarshaCollier @rbacal In my biz, much of the complexity is

regulatory in nature. Org has no power to streamline what gov

imposes. #custserv

2012-04-18 1:28 am mpace101 @immarkbernhardt today it may not be, tomorrow it may be the

oxymoron for all #custserv (re: scalable intimacy)

2012-04-18 1:28 am MarshaCollier Is there a point when #custserv for particular customers becomes too

expensive?

2012-04-18 1:28 am CustServGreeter RT @JeffreyJKingman: Q4 What is the company’s customer service

level goal? Are all your employees are equally trained in these

processes? #custserv #custserv

2012-04-18 1:28 am rbacal @mpace101 "Scalable intimacy" WHat a great phrase. But is it

impossible business wise for any but the teeny companies? #

custserv

2012-04-18 1:28 am action_jay @drnatalie that's how you make for good metrics and avoid hassle

from management #custserv

2012-04-18 1:28 am Michael_Lytle Thanks Roy! RT @CustServGreeter: @Michael_Lytle Welcome

back, Michael. #custserv

2012-04-18 1:28 am ValaAfshar Hire and retain #custserv builders - builders of relationships, based

on trust, availability, competence and passion.

2012-04-18 1:29 am MediaLabRat @CustServGreeter Thanks I am going to play it :) #custserv

2012-04-18 1:29 am seventhman RT @measureCP: transparency is key. team needs to understand

profitability and processes #custserv

2012-04-18 1:29 am MarshaCollier @drnatalie #ATT does it so well. They call a business number to

solve issues before office opens, then response gets VM #custserv

2012-04-18 1:29 am CustServGreeter @MarshaCollier Yes - some customers will bleed you, and have to

learn to say when. #custserv

2012-04-18 1:29 am drnatalie @action_jay but isn't that sad & bad 4 business? #custserv

2012-04-18 1:29 am TheJenATX @drnatalie That is often a metric used by call centers. Time to

resolution. It's tied to their compensation. #custserv

2012-04-18 1:29 am LaneSutton @CustServGreeter Thanks Roy, good to join in. #custserv

2012-04-18 1:29 am MarshaCollier @bettervideo Which business? #custserv

2012-04-18 1:29 am pocojuan if the cost of customer service is too expensive for some customers -

what is wrong with our process - not theirs #custserv

2012-04-18 1:29 am MarshaCollier RT @JeffreyJKingman: Q4 What is the company’s customer service

level goal? Are all your employees are equally trained in these

processes? #custserv #custserv

2012-04-18 1:29 am IAQ_4u @ValaAfshar many companies could (and should) learn from your

company's emphasis on Customer Service #CustServ

2012-04-18 1:30 am drnatalie @TheJenATX yes, AHT = avg handle time --> benchmarked many a

call centers in my time... #custserv

2012-04-18 1:30 am rbacal @MarshaCollier Complexity might make a good chat topic. Here's

fodder: http://t.co/5bbclnid #custserv

2012-04-18 1:30 am CustServGreeter Good one, Lu - RT @LovelyLu: A4 First level should be equipped to

resolve, but if not, should be a seamless transition #custserv

2012-04-18 1:30 am action_jay @drnatalie sure is! But the number crunchers don't know that #

custserv

2012-04-18 1:30 am MarshaCollier @CustServGreeter Learning to say "when" in #custserv is like

"uncle" - it must be said!

2012-04-18 1:30 am ImMarkBernhardt @mpace101 We can discuss over jumbo shrimp & dry martinis. (re:

oxymoron of scalable intimacy) #custserv

2012-04-18 1:30 am sanchezjb RT @ImMarkBernhardt Arguably, intimacy is not scalable, by

definition #custserv

2012-04-18 1:30 am FrankEliason @rbacal chapter in my book! It is now more scalable on both

Customer and employee front, it is how we use the tools #custserv

@mpace101

2012-04-18 1:30 am MarshaCollier @rbacal Thank you - will check out after chat #custserv

2012-04-18 1:30 am mpace101 I think "Scalable Intimacy" is achievable @rbacal, will require sizable

investment in culture, people, process & tech #custserv

2012-04-18 1:30 am drnatalie @TheJenATX the pt is - the customer's issue isn't always solved at

3:59 sec (4 min call) - FRUSTRATION when agent hangs up #

custserv

2012-04-18 1:30 am bsdalton RT @MarshaCollier: Is there a point when #custserv for particular

customers becomes too expensive?

2012-04-18 1:30 am measureCP RT @ValaAfshar: Be generous with your time and knowledge - this

means emphasizing the right performance metrics. #custserv

2012-04-18 1:30 am seventhman @TheJenATX I'd rather go for first call resolution rate #custserv

2012-04-18 1:31 am flyingwithfish Q4 What is the company’s #custserv level goal? Are all your

employees are equally trained in these processes? (some clients yes,

some no)

2012-04-18 1:31 am LaneSutton A company's goal in #custserv should be to listen to the customer,

evaluate the issue, take action, resolve, & satisfy.

2012-04-18 1:31 am ValaAfshar @IAQ_4u would be glad to share notes - we have an 81 NPS and

customer satisfaction score of 95%. #custserv

2012-04-18 1:31 am bsdalton RT @MarshaCollier: Is there a point when #custserv for particular

customers becomes too expensive? <sure

2012-04-18 1:31 am mpace101 @ImMarkBernhardt and a large beer #custserv

2012-04-18 1:31 am drnatalie @action_jay yeah #custserv has been ruined by bean counters that

don't understand customers R the most important beans #custserv

2012-04-18 1:31 am MortgageGina @flyingwithfish A3. Good quality #custserv has to be available on all

purchases. ROI will be high in time and so will repeat business

2012-04-18 1:31 am bsdalton Hey there #custserv

2012-04-18 1:31 am flyingwithfish RT @drnatalie: many company service level is GET THE

CUSTOMER OFF THE PHONE AS FAST AS POSSIBLE #custserv

(I detest that. Listen & assist)

2012-04-18 1:31 am drnatalie so you know very well!! RT @TheJenATX: @drnatalie Yep. I used to

staff them. It's a very bad metric, IMO. #custserv

2012-04-18 1:31 am Firrarira RT @LaneSutton: A company's goal in #custserv should be to listen

to the customer, evaluate the issue, take action, resolve, & satisfy.

2012-04-18 1:31 am CustServGreeter RT @drnatalie: @action_jay yeah #custserv has been ruined by

bean counters that don't understand customers R the most important

beans #custserv

2012-04-18 1:31 am MarshaCollier @bsdalton Is it a dollar amount - kind of like McLuhan's UTILs? #

custserv

2012-04-18 1:32 am jay_badenhope @FrankEliason I agree. You can't teach passion for customers, but

you can recruit and reward it. #custserv @yourservice

2012-04-18 1:32 am TheJenATX @drnatalie Exactly. In fact, I would hazard that most problems are not

solved in that time. #custserv

2012-04-18 1:32 am cindyfsolomon RT @mbhahn: New Blog Post: Examining a Community Support Plan

of Efficiency and Quality http://t.co/Z9BI6uro #cmgrchat #cmgr #cxo

#usguyschat #custserv

2012-04-18 1:32 am Milaspage Using Storify to Engage Community | #Marketing #UsGuys #

Custserv http://t.co/rRufgIYg @ramon_deleon #smbs12

2012-04-18 1:32 am cindyfsolomon RT @KnowledgeBishop: Wise brands capture #custserv concerns

and use them to drive development.

2012-04-18 1:32 am MarshaCollier Customers don’t expect you to be perfect. They do expect you to fix

things when they go wrong. #custserv

2012-04-18 1:32 am CustServGreeter @jay_badenhope Hi, Jay - thanks for stoppong by the #custserv

chat.

2012-04-18 1:32 am ljboyce @seventhman Yes, if you are willing and ready to use the results.

Combine case data with CSAT data for the good stuff. #custserv

2012-04-18 1:32 am TheJenATX @seventhman Agreed. #custserv

2012-04-18 1:32 am ValaAfshar RT @MarshaCollier: Reason to e proud! RT @ValaAfshar we have

~100 customer service and support engineers with over 12 years of

company tenure. #custserv

2012-04-18 1:32 am drnatalie working on an ROI of socialmedia customer service for Verizon. They

value customers!! & C #custserv as revenue retention/ creation

2012-04-18 1:32 am MortgageGina @drnatalie A good mission in place for quality #custserv means they

likely treat their employees quite well too

2012-04-18 1:32 am bettervideo @MarshaCollier Water utility. Most customer interactions are tied to

local, state or federal regs. Can't take shortcuts. #custserv

2012-04-18 1:32 am RobbyConklin RT @MarshaCollier: Customers don’t expect you to be perfect. They

do expect you to fix things when they go wrong. #custserv

2012-04-18 1:32 am lttlewys RT @marshacollier: Customers don’t expect you to be perfect. They

do expect you to fix things when they go wrong. #custserv ~I kno I

do!!

2012-04-18 1:32 am FrankEliason @rbacal @marshacollier I agree that's a great #custserv topic!

Challenge is we still hire 4 less complex instead of the complexity of

today

2012-04-18 1:33 am MarshaCollier @justlikekevin "just make it right" - exactly #custserv

2012-04-18 1:33 am CustServGreeter @TheJenATX Thanks for stopping into the chat! #custserv

2012-04-18 1:33 am drnatalie @TheJenATX no, not any more... most people don't call unless its a

real issue - real issue takes longer than 4 min #custserv

2012-04-18 1:33 am ImMarkBernhardt Yes > RT @MarshaCollier: Customers don’t expect you to be perfect.

They do expect you to fix things when they go wrong. #custserv

2012-04-18 1:33 am IAQ_4u RT @ValaAfshar: @IAQ_4u would be glad to share notes - we have

an 81 NPS and customer satisfaction score of 95%. #custserv

INCREDIBLE STATS!

2012-04-18 1:33 am drnatalie YEP!! RT @MortgageGina: @drnatalie A good mission in place for

quality #custserv means they likely treat their employees quite well

too

2012-04-18 1:33 am JasonPromotesU @firrarira And always be one step ahead with a plan of action. I think

all should sit and thank of poss issues. #custserv

2012-04-18 1:33 am MarshaCollier @FrankEliason Is it a game changer to hire differently? #custserv

2012-04-18 1:33 am CustServGreeter @ljboyce Hi, Lori! Welcome to the #custserv chat.

2012-04-18 1:33 am ValaAfshar 101 examples of social business ROI - revenue and expense

examples included http://t.co/beQtSrFL | #socbiz #custserv

2012-04-18 1:33 am lttlewys @JeffreyJKingman Pssst... I'm here!! #custserv

2012-04-18 1:33 am MortgageGina @JeffreyJKingman And on that note, aren't all customers equal as

well #custserv

2012-04-18 1:33 am MarshaCollier #custserv RT @justlikekevin: @CustServGreeter @MarshaCollier

you havr to be empowered to say it

2012-04-18 1:33 am mpace101 A4: @jeffreyjkingman - explain your definition of service level. are you

talking how fast to answer a contact? #custserv

2012-04-18 1:33 am rbacal @drnatalie Don't know who you talk to, but most CSR's don't have the

same options/economic security as you do to reject jobs. #custserv

2012-04-18 1:34 am seventhman @ljboyce That's sure to be tough work; but doable. Thanks #

custserv

2012-04-18 1:34 am drnatalie Happy employees, make happy customers. Happy customers make

CEO's more $$ - will anyone ever get this? #custserv

2012-04-18 1:34 am action_jay @drnatalie @TheJenATX I'd wager anything that could be solved

under 4 minutes is preventable through design or user training. #

custserv

2012-04-18 1:34 am mike_nunes It's that simple RT @MarshaCollier: Customers don’t expect you to be

perfect. They do expect you to fix things when they go wrong. #

custserv

2012-04-18 1:34 am CustServGreeter What's that? A Zappos break?? Of course - please sip your favorit

beverage! #custserv

2012-04-18 1:34 am ImMarkBernhardt There's hope RT @drnatalie: Happy employees, make happy

customers. Happy customers make CEO's more $$ - will anyone ever

get this? #custserv

2012-04-18 1:34 am drnatalie @rbacal I hear ya... BUT what IF- all agents WALKED OFF THE

JOB?? do we need a #custserv agent union?

2012-04-18 1:34 am ValaAfshar Happy customers are repeat customers. Happy customers help

companies find new customers. #custserv

2012-04-18 1:34 am mlaffs RT @drnatalie: Happy employees, make happy customers. Happy

customers make more $$ #custserv

2012-04-18 1:34 am ValaAfshar RT @drnatalie: Happy employees, make happy customers. Happy

customers make CEO's more $$ - will anyone ever get this? #

custserv

2012-04-18 1:34 am carlosvl RT @drnatalie: Happy employees, make happy customers. Happy

customers make CEO's more $$ - will anyone ever get this? #

custserv

2012-04-18 1:34 am FrankEliason @MarshaCollier hiring differently is an imperative for #custserv but

still has to start at the top

2012-04-18 1:34 am CustServGreeter @MortgageGina Hello, Gina - welcome to the chat. #custserv

2012-04-18 1:34 am seventhman RT @drnatalie: Happy employees, make happy customers. Happy

customers make CEOs more $$ - will anyone ever get this? #

custserv

2012-04-18 1:34 am lttlewys @marshacollier @FrankEliason I think, it's total game changer to hire

differently & have a culture encouraging #custserv

2012-04-18 1:35 am VineBuzz RT @drnatalie: Happy employees, make happy customers. Happy

customers make CEO's more $$ - will anyone ever get this? #

custserv

2012-04-18 1:35 am chen_mingi @marshacollier There will always be worst customers. Just don't fire

them like @Sprint did. #CustServ http://t.co/WyrOQ1kp

2012-04-18 1:35 am rbacal Sometimes I fear that #custserv chat peeps have forgotten what it's

like to get paid min. wage, and deal with the front line crap.

2012-04-18 1:35 am rachelloumiller Coaching Training: Elements of Effective Feedback

http://t.co/DIl8Yimn #cctr #custserv

2012-04-18 1:35 am mpace101 @drnatalie please no unions, please #custserv

2012-04-18 1:35 am drnatalie YES RT @action_jay: I'd wager anything that could be solved under 4

minutes is preventable through design or user training. #custserv

2012-04-18 1:35 am MortgageGina @JeffreyJKingman A4. All employees should be equally trained by

sales methodologies, however their personal philosophies affect #

custserv

2012-04-18 1:35 am SethSklar Well said!! RT @marshacollier: Customers don’t expect you to be

perfect. They do expect you to fix things when they go wrong. #

custserv

2012-04-18 1:35 am drnatalie OK- then CEO's listen up! CustomerService = revenue generation RT

@mpace101: @drnatalie please no unions, please #custserv

2012-04-18 1:35 am MarshaCollier @FrankEliason Assuming the *top* even cares about #custserv

(past their bottom line) <-- rampant issue esp in public co's

2012-04-18 1:35 am CustServGreeter @chen_mingi Good evening and welcome back! #custserv

2012-04-18 1:35 am bigwags RT @MarshaCollier: Is there a point when #custserv for particular

customers becomes too expensive?

2012-04-18 1:36 am mike_nunes RT @FrankEliason: @MarshaCollier hiring differently is an imperative

for #custserv but still has to start at the top

2012-04-18 1:36 am MortgageGina @CustServGreeter Hi! I'm late! Was in a business meeting! #

custserv

2012-04-18 1:36 am drnatalie You made me laugh out loud!! RT @carlosvl: @drnatalie this just

shows that common sense is not common... #custserv

2012-04-18 1:36 am MarshaCollier @lttlewys Encouraging and supporting! #custserv

2012-04-18 1:36 am CustServGreeter @MarshaCollier @justlikekevin Agree - many reps are hopelessly

handcuffed. #custserv

2012-04-18 1:36 am bettervideo +1 RT @rbacal: Sometimes I fear #custserv chat peeps have

forgotten what it's like to get paid min. wage, and deal with the front

line crap.

2012-04-18 1:36 am Celeb_Leak RT @MarshaCollier: @lttlewys Encouraging and supporting! #

custserv http://t.co/TNpVEhIv

2012-04-18 1:36 am prettypinkpro RT @drnatalie: YES RT @action_jay: I'd wager anything that could

be solved under 4 minutes is preventable through design or user

training. #custserv

2012-04-18 1:36 am mpace101 @drnatalie you singing to the choir my lady #custserv

2012-04-18 1:36 am ValaAfshar Service is delivered by people and people do make mistakes. Root

cause, learn, resolve and move on. #custserv

2012-04-18 1:36 am drnatalie @carlosvl I think its about paradigm shifting - that #custserv is

revenue preserver & generator

2012-04-18 1:36 am rbacal @FrankEliason The #custserv chain of systems is so complex,it

breaks all the time. I think how often I get stalled as cust, by broken

stuff

2012-04-18 1:37 am TheJenATX @drnatalie I do. It measures/ encourages the wrong behavior. #

custserv

2012-04-18 1:37 am CustServGreeter @MortgageGina Ahem…. Oh, OK. We'll let it go for tonight. :) #

custserv

2012-04-18 1:37 am sunaynat @ValaAfshar #custserv Happy Employees = Happy Customers =

Happy Shareholders = Happy Employees and so on...

2012-04-18 1:37 am drnatalie Maybe if we all sing louder, someone will hear! RT @mpace101:

@drnatalie you singing to the choir my lady #custserv

2012-04-18 1:37 am TheJenATX @CustServGreeter my pleasure! #custserv

2012-04-18 1:37 am LovelyLu They need to start caring, easy to call higher ups out on the carpet

w/social media @MarshaCollier @FrankEliason #custserv

2012-04-18 1:37 am ValaAfshar We generate millions of dollars of incremental revenue based on

sales lead from our call center professionals. #custserv

2012-04-18 1:37 am action_jay breaking for supper. Keep the conversation going, all you #custserv

smarties. I'll see you on the flipside!

2012-04-18 1:37 am MarshaCollier Utopia? RT @sunaynat: @ValaAfshar #custserv Happy Employees

= Happy Customers = Happy Shareholders = Happy Employees and

so on...

2012-04-18 1:37 am MortgageGina @MarshaCollier @frankeliason The right leader can inspire others to

be passionate. By modeling a good example #custserv

2012-04-18 1:37 am LilPecan RT @bettervideo: +1 RT @rbacal: Sometimes I fear #custserv chat

peeps have forgotten what it's like to get paid min. wage, and deal

with the front line crap.

2012-04-18 1:37 am ernieschell RT @pocojuan: if the cost of customer service is too expensive for

some customers - what is wrong with our process - not theirs #

custserv

2012-04-18 1:37 am ImMarkBernhardt How to grow > RT @ValaAfshar: Service is delivered by people and

people do make mistakes. Root cause, learn, resolve and move on. #

custserv

2012-04-18 1:37 am lttlewys RT @mpace101: @drnatalie you singing to the choir my lady #

custserv ~Yup!!

2012-04-18 1:37 am RoadAngelsLA RT @drnatalie: Maybe if we all sing louder, someone will hear! RT

@mpace101: @drnatalie you singing to the choir my lady #custserv

2012-04-18 1:37 am Zazoh Most are horrible at the msg to support folks RT @sunaynat:

Shouldn't everyone @ co have skin the game and be accountable for

#custserv

2012-04-18 1:37 am TheJenATX @drnatalie agreed. #custserv

2012-04-18 1:38 am bsdalton @pocojuan cost to serve is not an absolute number, it's relative to

LTV #custserv

2012-04-18 1:38 am MarshaCollier What spurs them to care? RT @LovelyLu: They need to start caring,

easy to call higher ups out on the carpet w/social media #custserv

2012-04-18 1:38 am colinsataylor U can't do fire prevention if u r always putting out #custserv fires

2012-04-18 1:38 am ljboyce @mike_nunes @MarshaCollier ... and fixing things is often better for

loyalty vs nothing going wrong in the 1st place #custserv

2012-04-18 1:38 am CustServGreeter @Zazoh Hello, Brian and welcome to the #custserv chat.

2012-04-18 1:38 am ljboyce RT @mike_nunes: It's that simple RT @MarshaCollier: Customers

don’t expect you to be perfect. They do expect you to fix things when

they go wrong. #custserv

2012-04-18 1:38 am MarshaCollier @MortgageGina Hopefully #custserv

2012-04-18 1:38 am ValaAfshar Improve the employee experience and the customer experience will

follow - no exception. #custserv

2012-04-18 1:38 am TheJenATX @action_jay @drnatalie you are likely correct in that assumption. #

custserv

2012-04-18 1:38 am mpace101 @drnatalie its the type of revenue that is the problem in influencing

C-lev (esp. at public co) stocks & analysts do care for long #custserv

2012-04-18 1:38 am CustServGreeter @bsdalton Hi, Barry! Good to see you. #custserv

2012-04-18 1:38 am drnatalie @action_jay so #custserv is also place 2 find issues / take those

back into the co- fix design / train people...

2012-04-18 1:39 am FrankEliason @rbacal agree, but if they are good, jobs are usually very available to

them. #CustServ has high turnover for good performers @drnatalie

2012-04-18 1:39 am CustServGreeter @colinsataylor Good evening and welcome to the #custserv chat!

2012-04-18 1:39 am drnatalie @action_jay #custserv takes millions of calls 4 issues they didn't

create or can fix!

2012-04-18 1:39 am berkson0 @CustServGreeter there was supposed to be a pic attached #

custserv http://t.co/joJxbmh4

2012-04-18 1:39 am bsdalton @CustServGreeter hello sir. Glad I could jump into the mix #

custserv

2012-04-18 1:39 am MarshaCollier I say go for #2! RT @ljboyce ... and fixing things is often better for

loyalty vs nothing going wrong in the 1st place #custserv

2012-04-18 1:39 am ernieschell RT @mpace101: A3: if you company is focused on short term stock

price, you will have a hard time influencing long term #custserv #

custserv

2012-04-18 1:39 am atomlinson31 RT @ValaAfshar: Happy customers are repeat customers. Happy

customers help companies find new customers. #custserv

2012-04-18 1:39 am CustServGreeter @berkson0 Nice! #custserv

2012-04-18 1:39 am sunaynat @Zazoh Yes, leaders need to walk the talk! #custserv

2012-04-18 1:39 am dave_t_pilot #custserv - Dan's Market goes through earthquake Shake Out - Salt

Lake Tribune http://t.co/kJow2LaG

2012-04-18 1:39 am drnatalie RT @FrankEliason: @rbacal if they R good, jobs are usually very

available to them. #CustServ has high turnover for good performers

2012-04-18 1:39 am adgirlSC RT @drnatalie: Happy employees, make happy customers. Happy

customers make CEO's more $$ - will anyone ever get this? #

custserv

2012-04-18 1:40 am ClaireLHuxley @MarshaCollier So true, and a 'Sorry' never goes a miss :-) #

Custserv

2012-04-18 1:40 am mpace101 Most powerful influencing I have done, was to show long term cost

savings of better quality experience #custserv

2012-04-18 1:40 am sanchezjb RT @ValaAfshar We generate millions of dollars of incremental

revenue based on sales lead from our call center professionals. #

custserv

2012-04-18 1:40 am drnatalie @mpace101 they are measuring the wrong things!! its there... #

custserv revenue -- jus have 2 look at it differently SHIFT

PARADIGMS

2012-04-18 1:40 am FrankEliason @rbacal if I were a CCO I would focus on systems first. Failures in

systems cause horrid experiences too often #custserv

2012-04-18 1:40 am flyingwithfish #custserv Rule 1 - SHUT UP AND LISTEN , when in doubt don't

always assume the customer is wrong. Rule 2 - Allow for consistent

info flow.

2012-04-18 1:40 am ValaAfshar The real shift in customer services is using predictive analytics to

deliver proactive customer support. #custserv

2012-04-18 1:40 am CustServGreeter @sanchezjb Hi, Joe - Nice to see you this evening. #custserv

2012-04-18 1:40 am seventhman Simply, cust serv is doing what you promise to do... #custserv

2012-04-18 1:40 am MarshaCollier @PMchef Lots, but in the #custserv chat just now

2012-04-18 1:40 am CustServGreeter RT @ValaAfshar: The real shift in customer services is using

predictive analytics to deliver proactive customer support. #custserv

2012-04-18 1:41 am MortgageGina @rbacal That's why employee recognition by management is so

important. It's free&priceless for the front line #custserv

2012-04-18 1:41 am drnatalie RT @UBtalkin: Only YOU can prevent #custserv fires!! RT

@colinsataylor: U can't do fire prevention if u r always putting out #

custserv fires

2012-04-18 1:41 am MarshaCollier How about How you do it? RT @seventhman: Simply, cust serv is

doing what you promise to do... #custserv

2012-04-18 1:41 am rbacal @FrankEliason Umm..right...high turnover because people are lousy,

or people can't stand the jobs and pay? #CustServ

2012-04-18 1:41 am fshnkng RT @flyingwithfish: #custserv Rule 1 - SHUT UP AND LISTEN ,

when in doubt don't always assume the customer is wrong. Rule 2 -

Allow for consistent info flow.

2012-04-18 1:41 am charlieisaacs @drnatalie hi #custserv!!! Our pastor used to say "if you sing well,

sing loud to praise God;if u sing badly, sing loud to punish God" :)

2012-04-18 1:41 am MediaLabRat RT @FrankEliason: @rbacal if I were a CCO I would focus on

systems first. Failures in systems cause horrid experiences too often

#custserv

2012-04-18 1:41 am BobRoundtreeIII #custserv is more challenging in 24/7 instant gratification world.

Public's general sense of entitlement doesn't help either...

2012-04-18 1:41 am DSox @MarshaCollier @frankeliason agreed! Public co's have effective #

custserv if CSR's add value to customers inquiries, not just process

them.

2012-04-18 1:41 am lttlewys RT @sunaynat: @Zazoh Yes, leaders need to walk the talk! #

custserv ~And BELIEVE in what they are saying!

2012-04-18 1:41 am scottrutterbush RT @MarshaCollier: Customers don’t expect you to be perfect. They

do expect you to fix things when they go wrong. #custserv

2012-04-18 1:42 am rbacal #custserv What we have is technology that is so complex, prone to

errors, , that the human costs of serving the technology is rather

large.

2012-04-18 1:42 am CustServGreeter @charlieisaacs Hi, Charlie! Thanks for stopping by. #custserv

2012-04-18 1:42 am MarshaCollier Q6: Can/Do your employees listen? Listening well results in an easier

evaluation of customer’s needs & better conflict resolution #custserv

2012-04-18 1:42 am mpace101 Is there a Q5? #custserv

2012-04-18 1:42 am FrankEliason game changer! RT @ValaAfshar The real shift in customer service is

using predictive analytics to deliver proactive support. #custserv

2012-04-18 1:42 am MikeHollandDCH RT @ValaAfshar: Improve the employee experience and the

customer experience will follow - no exception. #custserv

2012-04-18 1:42 am CustServGreeter @UBtalkin Thanks for popping in, UB! #custserv

2012-04-18 1:42 am drnatalie @charlieisaacs Hi- interesting POV on singing! #custserv

2012-04-18 1:42 am rbacal @MortgageGina Yet, it's hard to feed the kids on recognition if you

are a single mother in #custserv I wonder how many of us face that.

2012-04-18 1:42 am mike_nunes .@ljboyce @MarshaCollie Currently filling out my backlog of reports

that communicate to the client why "nothing is going wrong" #

custserv

2012-04-18 1:42 am seventhman @MarshaCollier Yes, I agree... how you do it can make or break your

brand ;) #custserv

2012-04-18 1:43 am MarshaCollier @ValaAfshar Tell us how you are using predictive analytics? #

custserv

2012-04-18 1:43 am ImMarkBernhardt @rbacal True. Technology should be a help, rather than a hindrance.

I like your "serving the technology" phrase. #custserv

2012-04-18 1:43 am MediaLabRat @berkson0 yes the link i shared with you today...your tweet came

through LOUD and clear in #custserv chat ... caprice?

2012-04-18 1:43 am fshnkng RT @flyingwithfish: Q4 What is the company’s #custserv level goal?

Are all your employees are equally trained in these processes? (some

clients yes, some no)

2012-04-18 1:43 am ValaAfshar @FrankEliason we are using BI powered by CRM to forecast

customer temperature - amazing results. #custserv

2012-04-18 1:43 am sanchezjb To @ValaAfshar's pt, call centers can be a source for insights that

drive opptys & revenue. Too often, viewed as a cost center. #

custserv

2012-04-18 1:43 am MikeHollandDCH RT @ValaAfshar: We generate millions of dollars of incremental

revenue based on sales lead from our call center professionals. #

custserv

2012-04-18 1:43 am CustServGreeter RT @MarshaCollier: Q6: Can/Do your employees listen? Listening

well results in an easier evaluation of customer’s needs & better

conflict resolution #custserv

2012-04-18 1:43 am MortgageGina @UBtalkin @custservgreeter True! And even though mortgage rates

sleep post 5pm, I don't with my business! #custserv

2012-04-18 1:43 am rbacal @FrankEliason Oh lord, Frank, we agree on something. Now I really

am going to the dogs. It's systems, but they can't be fixed #custserv

2012-04-18 1:43 am BobRoundtreeIII A6: Big obstacle for active listening is not zoning out the same

question or issue the CSR has heard 30 times that day. #custserv

2012-04-18 1:43 am bsdalton @FrankEliason frank "systems" as in technology or business

systems, processes? #custserv

2012-04-18 1:44 am drnatalie good to see you!! RT @sunaynat: @charlieisaacs @drnatalie #

custserv love it!!

2012-04-18 1:44 am themanagr @justlikekevin I would love to take over at a major corp with terrible

#custexp #custserv and turn it around!

2012-04-18 1:44 am SachinMehta2012 @MarshaCollier Some people would not know good customer service

even if it hit them on the head #justsaying #custserv

2012-04-18 1:44 am MarshaCollier @seventhman Taking action and fixing the problem is often more

cost-effective that diddling around with policies #custserv

2012-04-18 1:44 am bettervideo Truth: RT @BobRoundtreeIII: #custserv is more challenging in 24/7

instant gratification world. Public's sense of entitlement doesn't help...

2012-04-18 1:44 am tedsensei #truth RT @MarshaCollier: I say go for #2! @ljboyce fixing things is

better for loyalty vs nothing going wrong in the 1st place #custserv

2012-04-18 1:44 am drnatalie ditto - RT @themanagr: @justlikekevin I would love to take over at a

major corp with terrible #custexp #custserv and turn it around!

2012-04-18 1:44 am MarshaCollier @SachinMehta2012 Good point #custserv

2012-04-18 1:44 am ImMarkBernhardt Q6: Listening well --> easier evaluation of customer’s needs & better

conflict resolution #custserv | A: Can't solve if you don't listen.

2012-04-18 1:44 am MikeHollandDCH RT @drnatalie: Happy employees, make happy customers. Happy

customers make CEO's more $$ - will anyone ever get this? #

custserv

2012-04-18 1:44 am FrankEliason @rbacal If view is lousy job, they would be low performer. Good

people often leave due to lack of recognition or poor management #

CustServ

2012-04-18 1:45 am CustServGreeter @themanagr Good evening and welcome back! #custserv

2012-04-18 1:45 am PaigeCoop RT @drnatalie: Happy employees, make happy customers. Happy

customers make CEO's more $$ - will anyone ever get this? #

custserv

2012-04-18 1:45 am rbacal What I Like To Do…Speaking at Winnipeg Conference On

Developmental Disabilities and Autism http://t.co/D39yhyOf #News #

custserv #gov

2012-04-18 1:45 am CustServGreeter @SachinMehta2012 Thanks for popping into the #custserv chat! #

custserv

2012-04-18 1:45 am FrankEliason @bsdalton technology #custserv

2012-04-18 1:45 am ValaAfshar Our CRM agent console has a temperature dial that instructs our

agents with expected service level agreements. #custserv

2012-04-18 1:45 am bLuE_eGe .@flyingwithfish well said! Much like I do not like doctors who rush

me, I also do not like #custserv who rush me! Makes me prefer

"email"

2012-04-18 1:45 am chen_mingi @bobroundtreeiii very true. Of course, it's a self-fixing problem.

Entitled ones will leave, lowering #custserv expense (and sales)

2012-04-18 1:45 am allegiancetweet @drnatalie indirectly this is the customer's goal too :) i.e. fix my

problem asap so I can get off the phone with your #custserv asap

2012-04-18 1:45 am MortgageGina @rbacal True. But regardless of pay,if #custserv is part of a job,one

must be grateful&simply respect others (essentially what #custserv

is)

2012-04-18 1:45 am JeffreyJKingman Q6: Can/Do employees listen? Listening well results in easier

evaluation of customer’s needs & better conflict resolution #custserv

2012-04-18 1:45 am CustServGreeter @tedsensei Hello, Ted - thanks for coming. #custserv

2012-04-18 1:45 am MarshaCollier "Can't solve if you don't listen" ~@ImMarkBernhardt #custserv

2012-04-18 1:46 am themanagr The future! RT @ValaAfshar The real shift in customer service is

using predictive analytics to deliver proactive support. #custserv

2012-04-18 1:46 am drnatalie YOU GOT THAT RIGHT! RT @MarshaCollier: "Can't solve if you

don't listen" ~@ImMarkBernhardt #custserv

2012-04-18 1:46 am bLuE_eGe .@flyingwithfish not that they read ALL the details I am providing them

in the email! #CustServ

2012-04-18 1:46 am themanagr RT @scottrutterbush: RT @MarshaCollier: Customers don’t expect

you to be perfect. They do expect you to fix things when they go

wrong. #custserv

2012-04-18 1:46 am BobRoundtreeIII A6 "Hardest part of the job isn't knowing the answer, it's knowing the

question being asked." = active listening, dig deeper. #custserv

2012-04-18 1:46 am MortgageGina @seventhman #custserv equals loyalty, honesty, respect, care,

integrity. Also simple principles humans should show each other

2012-04-18 1:46 am FrankEliason @rbacal they can but usually high cost. Trouble is most companies

use ancient backend systems with stuff on top to make pretty #

CustServ

2012-04-18 1:46 am drnatalie @sunaynat yes, busy busy busy... writing a manual tonite, then going

to zumba! #custserv

2012-04-18 1:46 am CustServGreeter @bLuE_eGe Thanks for stoping by the #custserv chat! Welcome.

2012-04-18 1:46 am BradBennett Finding and Applying Serendipitous Innovations http://t.co/eFzgizne #

custserv

2012-04-18 1:47 am mpace101 Q6: What? #custserv

2012-04-18 1:47 am MikeHollandDCH RT @ValaAfshar: Be generous with your time and knowledge - this

means emphasizing the right performance metrics. #custserv

2012-04-18 1:47 am CustServGreeter @allegiancetweet Hello and noce to see you again! #custserv

2012-04-18 1:47 am drnatalie HE'S RIGHT ON! RT @FrankEliason: @rbacal Trouble is most

companies use ancient backend systems with stuff on top to make

pretty #CustServ

2012-04-18 1:47 am seventhman RT @MortgageGina #custserv equals loyalty, honesty, respect, care,

integrity. Also simple principles humans should show each other #

custserv

2012-04-18 1:47 am FrankEliason @ValaAfshar I sent you a DM. I would like to send you a copy of

@yourservice Nice contribution to #custserv

2012-04-18 1:47 am bsdalton @FrankEliason so u gotta assume processes and biz systems are

sound. Otherwise ur automating broken stuff #custserv

2012-04-18 1:47 am sunaynat @drnatalie #custserv You are Superwoman - we need to get you a

cape and some tights!

2012-04-18 1:47 am AGSyiek RT @LaneSutton: A company's goal in #custserv should be to listen

to the customer, evaluate the issue, take action, resolve, & satisfy.

2012-04-18 1:47 am drnatalie So many times- I was asked 2 fix #custserv, but they didn't want 2

buy new tech / piled on more crap- didn't work VERY SAD experience

2012-04-18 1:47 am Gotukola123 RT @MarshaCollier: "Can't solve if you don't listen"

~@ImMarkBernhardt #custserv

2012-04-18 1:47 am CustServGreeter @drnatalie @FrankEliason @rbacal And they do that because they

don't spend money on #custserv

2012-04-18 1:47 am IAQ_4u RT @ValaAfshar: We use a weighted sum algorithm.... to forecast

potential dissatisfaction.... #CustServ < GREAT, some are NEVER

satisfied

2012-04-18 1:48 am robgerald RT @scottrutterbush: RT @MarshaCollier: Customers don’t expect

you to be perfect. They do expect you to fix things when they go

wrong. #custserv

2012-04-18 1:48 am ValaAfshar @FrankEliason honored, thank you sir - I very much look forward to

the read. #custserv

2012-04-18 1:48 am drnatalie Pink pls!! RT @sunaynat: @drnatalie #custserv You are

Superwoman - we need to get you a cape and some tights!

2012-04-18 1:48 am GoranAPP RT @MarshaCollier: @seventhman Taking action and fixing the

problem is often more cost-effective that diddling around with policies

#custserv

2012-04-18 1:48 am DSox @ValaAfshar is there a social technology (FB,Twitter, 4sq, Yelp..) that

has captured that #custserv process for businesses to learn & grow.

2012-04-18 1:48 am ImMarkBernhardt Natalie may have tights, just needs cape. RT @sunaynat: @drnatalie

#custserv You are Superwoman - we need to get you a cape and

some tights!

2012-04-18 1:48 am drnatalie I've dont that!! RT @bsdalton: @FrankEliason u gotta assume

processes & biz systems R sound. Otherwise ur automating broken

stuff #custserv

2012-04-18 1:48 am FrankEliason Exactly! @bsdalton @FrankEliason so u gotta assume processes and

biz systems are sound. Otherwise ur automating broken stuff #

custserv

2012-04-18 1:48 am JoselinMane RT @MarshaCollier: "Can't solve if you don't listen"

~@ImMarkBernhardt #custserv

2012-04-18 1:48 am tariq_ahmad A6: Listening is key. We have two ears and one mouth for a reason.

Use accordingly #custserv

2012-04-18 1:49 am CustServGreeter @tariq_ahmad Good evening! always a pleasure to see you. #

custserv

2012-04-18 1:49 am GregOrtbach Yes -many forget the ratio. RT @tariq_ahmad: A6: Listening is key.

We have two ears and one mouth for a reason. Use accordingly #

custserv

2012-04-18 1:49 am bLuE_eGe @drnatalie @frankeliason @rbacal OR... Do not invest enough on #

CustServ front end systems 4 them 2 b more productive! Cc:

@flyingwithfish

2012-04-18 1:49 am LaneSutton Employees that listen well can resolve the issue not just apologize

"sorry" or use pickup lines but evaluate the needs to satisfy. #

custserv

2012-04-18 1:49 am ImMarkBernhardt And the mouth closes. RT @tariq_ahmad: A6: Listening is key. We

have two ears and one mouth for a reason. Use accordingly #

custserv

2012-04-18 1:49 am Beamena RT @gregbeavers: MT @richardrshapiro: When you welcome, smile,

schmooze & deliver, odds are your customer will remain loyal to you

& your business. #custserv

2012-04-18 1:49 am tariq_ahmad @CustServGreeter Great seeing you as always too Roy! How are

you? #custserv

2012-04-18 1:49 am MarshaCollier We can't all give out books, but please stop by http://t.co/2NqGZzix

for a free chapter on "the Art of Customer Service" #custserv

2012-04-18 1:50 am JeffreyJKingman Sorry - boss on the phone. Internal upward #custserv

2012-04-18 1:50 am tsmelley RT @rbacal: Sometimes I fear that #custserv chat peeps have

forgotten what it's like to get paid min. wage, and deal with the front

line crap.

2012-04-18 1:50 am MortgageGina @BobRoundtreeIII After jumping through hoops w underwriters/prgm

guidelines my mortgage cust don't understand how much work I do #

custserv

2012-04-18 1:50 am FrankEliason @allegiancetweet I will do again in 2 weeks. I will miss #custserv

next week due to travel

2012-04-18 1:50 am hashtracking RT @MarshaCollier: Customers don’t expect you to be perfect. They

do expect you to fix things when they go wrong. #custserv

2012-04-18 1:50 am MediaLabRat A6: I can't listen enough...seriously :) #custserv

2012-04-18 1:50 am aknecht Well said! RT @MarshaCollier: Customers don’t expect you to be

perfect. They do expect you to fix things when they go wrong. #

custserv

2012-04-18 1:50 am bsdalton @drnatalie @FrankEliason done what Nat? Automated broken

business models? Three lashes :) #custserv

2012-04-18 1:50 am CustServGreeter @gregbeavers True, sir - #welcomers @richardrshapiro #custsexp #

custserv

2012-04-18 1:50 am ValaAfshar @DSox we use social media to communicate and service IP

machines: I explain here: http://t.co/kVxqMnFf #custserv

2012-04-18 1:50 am charlieisaacs A6 #custserv: yes,employees must listen but if they aren't given the

power & tools to respond--there'll be no positive outcome

2012-04-18 1:50 am MarshaCollier Tonight's #custserv timer goes off at the top of the hour. Tonight's

chat will be archived with past chats here; http://t.co/MeOTSV30

2012-04-18 1:51 am drnatalie EVERYONE read @FrankEliason Book @YourService -- He's knows

his stuff!! #Custserv

2012-04-18 1:51 am CustServGreeter RT @MarshaCollier: We can't all give out books, but please stop by

http://t.co/2NqGZzix for a free chapter on "the Art of Customer

Service" #custserv

2012-04-18 1:51 am MarshaCollier Q7 How much training time (and cost) do you need to train good

CSRs? #custserv

2012-04-18 1:51 am GregOrtbach Please don't mistake "ticket system" for #CustServ -> there's a big

difference between systems & how you can make people feel.

2012-04-18 1:51 am BobRoundtreeIII @MortgageGina True true. Another basic piece of #custserv.

Empathy.

2012-04-18 1:51 am ljboyce @tedsensei @MarshaCollier Ah, yes. the utopia of #2 is always

ideal! But when things happen, make it right in a memorable way. #

custserv

2012-04-18 1:51 am TrendSettingSM Customer Service Rules in the Digital Age http://t.co/rJyPApa4 n#

custserv #brands #wom #sm #smm #business #entrepreneur

#reputationn#CV

2012-04-18 1:51 am LaneSutton @eric_andersen Ha, yes, pickup lines that are scripted in call centers.

The reps can actually listen/fully resolve an issue. #custserv

2012-04-18 1:51 am allegiancetweet shameless plug, largest Voice of Customer event on the planet in May

in Vegas. Our hero Mr. Hsieh keynoter http://t.co/jknLrAmh #custserv

2012-04-18 1:51 am CustServGreeter @aknecht Good evening and thanks for stopping in! #custserv

2012-04-18 1:51 am drnatalie @bsdalton yes, because they didn't want 2 change them... that's why

I quit management consulting #custserv

2012-04-18 1:51 am charlieisaacs RT @aknecht: Well said! RT @MarshaCollier: Customers don’t

expect you to be perfect. They do expect you to fix things when they

go wrong. #custserv

2012-04-18 1:51 am JessKalbarczyk Bought it 4 the Kindle already! Reading now RT @drnatalie:

EVERYONE read @FrankEliason Book @YourService -- He's knows

his stuff!! #Custserv

2012-04-18 1:51 am ImMarkBernhardt Q7 How much training time (and cost) do you need to train good

CSRs? #custserv | A: Training shouldn't end. Always learn.

2012-04-18 1:51 am FrankEliason RT @drnatalie: EVERYONE read @FrankEliason Book

@YourService -- He's knows his stuff!! #Custserv

2012-04-18 1:51 am charlieisaacs RT @drnatalie: EVERYONE read @FrankEliason Book

@YourService -- He's knows his stuff!! #Custserv

2012-04-18 1:52 am CustServGreeter @bLuE_eGe We are here every Tuesday during this hour. #custserv

2012-04-18 1:52 am hashtracking @drnatalie custserv to me more creation of business then retention #

custserv

2012-04-18 1:52 am sobecreation RT @aknecht: Well said! RT @MarshaCollier: Customers don’t

expect you to be perfect. They do expect you to fix things when they

go wrong. #custserv

2012-04-18 1:52 am MortgageGina @JeffreyJKingman A6. Listening involves restraint to let others speak

w/o passing judgment or getting involved. Difficult for some #custserv

2012-04-18 1:52 am MarshaCollier @ljboyce Keeping things memorable = loyalty! #custserv

2012-04-18 1:52 am ValaAfshar In B2B high tech, the best training for service professionals is in the

field and engineering laboratories - job rotation. #custserv

2012-04-18 1:52 am kc9tng RT @FrankEliason: My favorite employees are highly passionate for

Customer. The type jump up & down saying how wrong the co is.

Can't teach passion #CustServ

2012-04-18 1:52 am JessKalbarczyk @marshacollier Gah!! Why do I always catch up on the chat in the

final minutes. #custserv #ToDoListMust

2012-04-18 1:52 am berkson0 re: Q6 what's the metric for "listening"? #custserv

2012-04-18 1:52 am ljboyce RT @drnatalie: EVERYONE read @FrankEliason Book

@YourService -- He's knows his stuff!! #Custserv

2012-04-18 1:52 am CustServGreeter RT @MarshaCollier: Q7 How much training time (and cost) do you

need to train good CSRs? #custserv

2012-04-18 1:52 am FrankEliason RT @JessKalbarczyk: Bought it 4 the Kindle already! Reading now

RT @drnatalie: EVERYONE read @FrankEliason Book

@YourService -- He's knows his stuff!! #Custserv

2012-04-18 1:52 am sunaynat Key ingredient of superb #custserv is empathy. What you say is

important, but HOW you say it matters more.. IMHO :)

2012-04-18 1:52 am MarshaCollier @hashtracking It should be. Good #custserv brings many more

customers over time

2012-04-18 1:53 am seventhman Listening is a must these days, no doubt, especially when customers

become citizen influencers #custserv

2012-04-18 1:53 am berkson0 Reading now..,:) RT @drnatalie: EVERYONE read @FrankEliason

Book @YourService -- He's knows his stuff!! #Custserv

2012-04-18 1:53 am GregOrtbach @JessKalbarczyk Jess - we'd love to have you for the full hour of #

CustServ. Would you like a reminder tweet next week?

2012-04-18 1:53 am ImMarkBernhardt @JessKalbarczyk Good to see you here, whatever the time, Jess!

@marshacollier #custserv #ToDoListMust

2012-04-18 1:53 am ernieschell RT @MarshaCollier: Q7 How much training time (and cost) do you

need to train good CSRs? #custserv

2012-04-18 1:53 am CustServGreeter @JessKalbarczyk Siri, please remind Jess to come earlier. :) #

custserv

2012-04-18 1:53 am MarshaCollier @JessKalbarczyk we miss you - but pls Check the archives?

http://t.co/Vb9QbFaS #custserv #ToDoListMust

2012-04-18 1:53 am FrankEliason RT @berkson0: Reading now..,:) RT @drnatalie: EVERYONE read

@FrankEliason Book @YourService -- He's knows his stuff!! #

Custserv

2012-04-18 1:53 am bsdalton @drnatalie implement, bill. Reimplement, bill. Repeat. U mean u got

tired of that? Kudos for ur integrity :) #custserv

2012-04-18 1:53 am mpace101 One of the best questions ever! RT berkson0 re: Q6 what's the metric

for "listening"? #custserv #custserv

2012-04-18 1:53 am themanagr Love this! @MarshaCollier At my company, the customer gets respect

and the appropriate time devoted to their levels of business #

custserv

2012-04-18 1:53 am bLuE_eGe @CustServGreeter great to know, will keep in mind, thanks! :) #

CustServ

2012-04-18 1:53 am MortgageGina @BobRoundtreeIII So I'm often unappreciated. But there's a level of

expectation that I must deliver, so I persevere. #custserv

2012-04-18 1:54 am MarshaCollier GOLD: RT @bsdalton implement, bill. Reimplement, bill. Repeat. U

mean u got tired of that? Kudos for ur integrity :) #custserv

2012-04-18 1:54 am BobRoundtreeIII @sunaynat "Teaching empathy" remind CSRs the only reason people

are calling is 'cause they have a question, problem or concern. #

custserv

2012-04-18 1:54 am drnatalie @bsdalton its very depressing 2 not fix the right things- when U R a

smart engineer #custserv --especially bcuz of politics!

2012-04-18 1:54 am sunaynat @FrankEliason #CustServ Ditto. Passion for Customers, for helping

people is key. Attitude is everything and you can't teach that!

2012-04-18 1:54 am ValaAfshar Key #custserv metrics: first contact, first person, and first day case

resolutions - execution velocity is key.

2012-04-18 1:54 am CustServGreeter @BobRoundtreeIII Good evening and thanks for stopping in! #

custserv

2012-04-18 1:55 am Gotukola123 RT @MarshaCollier: GOLD: RT @bsdalton implement, bill.

Reimplement, bill. Repeat. U mean u got tired of that? Kudos for ur

integrity :) #custserv

2012-04-18 1:55 am MarshaCollier @themanagr I can't give the same attention to the $5 customer to the

$700 customer #custserv

2012-04-18 1:55 am MediaLabRat Awaiting the answer(s) for Q7...will be hiring a lot in this area over the

next couple of months! #custserv

2012-04-18 1:55 am RoyAtkinson Continue the discussion of tonight's topic in the #CustServ Exchange

LinkedIn Group http://t.co/lchHtQxs

2012-04-18 1:55 am drnatalie YEP! RT @hashtracking: @drnatalie custserv to me more creation of

business then retention #custserv

2012-04-18 1:55 am CustServGreeter RT @RoyAtkinson: Continue the discussion of tonight's topic in the #

CustServ Exchange LinkedIn Group http://t.co/lchHtQxs

2012-04-18 1:55 am charlieisaacs A7 #custserv training should be tailored (duration and depth) to

accommodate the skill of the CSR--ongoing feedback required #WFO

2012-04-18 1:55 am MarshaCollier @ljboyce Thank you! #custserv

2012-04-18 1:55 am bsdalton Listen? Novel concept http://t.co/zlfgIINX #custserv

2012-04-18 1:56 am seventhman @RoyAtkinson Hey thanks! Will check it out.. #custserv

2012-04-18 1:56 am hashtracking That hw we started HashTracking! RT @marshacollier:

@hashtracking It should be. Good #custserv brings many more

customers over time

2012-04-18 1:56 am DSox @FrankEliason your favorite social network/tool (FB, Twitter, 4sq,

Yelp..) used for #custserv for businesses to learn & grow with

customers?

2012-04-18 1:56 am MortgageGina @ImMarkBernhardt Encourage employees to read blogs/articles and

participate in weekly clinics with others. Brainstorming is free #

custserv

2012-04-18 1:56 am MarshaCollier @hashtracking Then you might like the book I'm writing on

#socialcommerce ;) #custserv

2012-04-18 1:56 am milguy23 Think Twitter should give frequent flyers aka heavy users ability to

follow more than 2000 per. Want my benefits 4 using. #loyalty #

custserv

2012-04-18 1:56 am mpace101 A7: if you are only training at the beginning, you might as well jump to

your dead end #custserv

2012-04-18 1:57 am drnatalie If U R in LA, come 2 my UCLA #socialbusiness course 2 continue the

discussion on #custserv, #socialmedia & #smROI

http://t.co/8slvY148

2012-04-18 1:57 am jesus_hoyos +1 He helped me with my first #custserv issue at Comcast! RT

@drnatalie EVERYONE read @FrankEliason Book @YourService -

He's knows his stuff

2012-04-18 1:57 am ValaAfshar @DSox we use @salesforce's @chatter for internal and now external

mass collaboration - superb results. #custserv

2012-04-18 1:57 am bpluskowski RT @ValaAfshar: The real shift in customer services is using

predictive analytics to deliver proactive customer support. #custserv

2012-04-18 1:57 am CustServGreeter @fakeJPD Glad to make your acquaintance - hope we see you often.

#custserv

2012-04-18 1:57 am MarshaCollier Yes! RT @BobRoundtreeIII ..remind CSRs the only reason people

are calling is 'cause they have a question, problem or concern. #

custserv

2012-04-18 1:57 am MediaLabRat RT @drnatalie: If U R in LA, come 2 my UCLA #socialbusiness

course 2 continue the discussion on #custserv, #socialmedia &

#smROI http://t.co/8slvY148

2012-04-18 1:57 am mpace101 A7: training is just another term for continuous learning - training is

almost a bad word (slaps wrist) #custserv

2012-04-18 1:57 am hashtracking @marshacollier it amazing when just step up and engage with what

happens! #custserv

2012-04-18 1:57 am drnatalie @jesus_hoyos & that's why we LOVE @FrankEliason - bcuz he

actually helps people! #custserv

2012-04-18 1:57 am CustServGreeter RT @mpace101: A7: training is just another term for continuous

learning - training is almost a bad word (slaps wrist) #custserv

2012-04-18 1:58 am MarshaCollier @mpace101 Let's call it ongoing education - like doctors do ;) #

custserv

2012-04-18 1:58 am mpace101 ? for the #custserv group, anyone else going be in Orlando next wk

for CCA event, love to meet cc:@queueguru #custserv

2012-04-18 1:58 am leebennettsc RT @drnatalie: Happy employees, make happy customers. Happy

customers make CEO's more $$ - will anyone ever get this? #

custserv

2012-04-18 1:58 am MarshaCollier @hashtracking Keep participating and acting when you see help is

needed #custserv

2012-04-18 1:58 am ImMarkBernhardt Credit for continuing education RT @MarshaCollier: @mpace101

Let's call it ongoing education - like doctors do ;) #custserv

2012-04-18 1:58 am sunaynat @milguy23 #loyalty #custserv I like the way you think!

2012-04-18 1:58 am drnatalie RT @CustServGreeter: RT @mpace101: A7: training = another term

for continuous learning - training is a bad word (slaps wrist) #

custserv

2012-04-18 1:58 am mpace101 @MarshaCollier I thought that is what we call golf? #custserv

2012-04-18 1:58 am charlieisaacs RT @drnatalie: If U R in LA, come 2 my UCLA #socialbusiness

course 2 continue the discussion on #custserv, #socialmedia &

#smROI http://t.co/8slvY148

2012-04-18 1:58 am drnatalie RT @MarshaCollier: @hashtracking Keep participating and acting

when you see help is needed #custserv

2012-04-18 1:58 am MarshaCollier @mpace101 Not I #custserv

2012-04-18 1:59 am _cactusflower_ RT @drnatalie: Happy employees, make happy customers. Happy

customers make CEO's more $$ - will anyone ever get this? #

custserv

2012-04-18 1:59 am seventhman @mpace101 I love the 'continuous learning' approach; sounds more

positive #custserv

2012-04-18 1:59 am drnatalie RT @hashtracking: @marshacollier it amazing when just step up and

engage with what happens! #custserv

2012-04-18 1:59 am MortgageGina @sunaynat @frankeliason Customers sense a good/bad attitude

instantly regardless of in person/phone/inet chat. Tone is everything #

custserv

2012-04-18 1:59 am CustServGreeter @BobRoundtreeIII Excellent - thanks @LaneSutton #custserv

2012-04-18 1:59 am bsdalton @drnatalie same ossicles to real change rampant on the inside. Just

as challenging as being consultant driving change. #custserv

2012-04-18 1:59 am drnatalie RT @ValaAfshar: @DSox we use @salesforce's @chatter for internal

and now external mass collaboration - superb results. #custserv

2012-04-18 1:59 am TijuanaTaxi RT @bsdalton: Listen? Novel concept http://t.co/4f1mr9di #custserv

2012-04-18 1:59 am mpace101 @MarshaCollier too bad, some day we will be in a similar time zone #

custserv

2012-04-18 1:59 am ImMarkBernhardt @MortgageGina Good ideas! (re: reading, peer clinics, brainstorming)

#custserv