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The Customer Isn't Always Right: How do we Deal with This?

The Customer Isn't Always Right: How do we Deal with This?

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Published by Marsha Collier
Transcript of the Twitter Tuesday night customer Service chat (9pm ET)
Transcript of the Twitter Tuesday night customer Service chat (9pm ET)

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Categories:Business/Law
Published by: Marsha Collier on Apr 18, 2013
Copyright:Attribution Non-commercial

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04/18/2013

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#custserv
2013-04-10 to 2013-04-1080 contributors790 Twitter search results1830 retweets 0 @replies 0 linksTimeUserTweet2013-04-10 1:00 amCustServGreeter@MarkOrlan Hi, Mark! Glad you could join us. #custserv2013-04-10 1:00 amCustServGreeterYessir! Thanks. RT @AlHopper_: @CustServGreeter good evening toyou, Sir! Doing well I trust? #custserv2013-04-10 1:00 amAlHopper_ #noms RT @CustServGreeter: @lttlewys Yep - M&M's got me home.:) #custserv2013-04-10 1:00 ameisconsultingButterflies, thanks for the pardon during our #chatzones, :). Leaving1, entering another. It's time 4 #custserv. Let's see how it unfolds.2013-04-10 1:00 amMarkOrlan@CustServGreeter hi Roy, thanks for that warm welcome! Happy tobe able to join. #custserv2013-04-10 1:00 amCustServGreeterStarts NOW: "The customer isn't always right - how do we deal withit?" #custserv2013-04-10 1:00 amBH_SocialJoining the folks over at #Custserv2013-04-10 1:00 amSJAbbott@lttlewys @lttlewys Good evening. This has been a great day, andthis chat is a great way to wrap it up. #custserv2013-04-10 1:01 amKateNasserCan't be in #custserv chat tonight. Yet I would like to offer one thoughtin the debate over right/wrong.2013-04-10 1:01 amCustServGreeter@eisconsulting Glad to have you with us! #custserv2013-04-10 1:01 ammeganberryExcited to join #custserv chat tonight! Hi everyone I run communityand #custserv for @RebelMouse! :)2013-04-10 1:01 amKateNasserStrive to be excellent -- not right. ~Kate Nasser #peopleskills#custserv #callcenter #contactcenter #servicedesk2013-04-10 1:01 amcomplexifiedRT @MarkOrlan: Just heading into a #custserv chat about "customersnot always being right"...really? So pardon my tweet volume for the...2013-04-10 1:01 amMarshaCollierTranscript of 4/2 #custserv chat: "Will social and mobile customerservice put an end to the script?" --> http://t.co/IEE6uYbPRN2013-04-10 1:02 ameisconsulting \\u201c@CustServGreeter: @eisconsulting Glad to have you with us!#custserv\\u201d ~ Our pleasure indeed!2013-04-10 1:02 amCustServGreeter@KateNasser We'll miss you -and look forward to what you have tosay #custserv2013-04-10 1:02 amCustServGreeterRT @KateNasser: Strive to be excellent -- not right. ~Kate Nasser#peopleskills #custserv #callcenter #contactcenter #servicedesk2013-04-10 1:02 amlttlewys@meganberry Hiya Megan! Good to see you!! #custserv2013-04-10 1:02 amCustServGreeterRT @MarshaCollier: Transcript of 4/2 #custserv chat: "Will social andmobile customer service put an end to the script?" --> http://t ...2013-04-10 1:02 amzahkiasaysLast week was interesting, back for more. Looks like a good topic.#custserv2013-04-10 1:03 amLovelyLuGood evening one and all! #Custserv2013-04-10 1:03 amzacharyjeansTranscript of 4/2 "Will social & mobile #custserv end the script?"
 
http://t.co/kYKt32ASme via @MarshaCollier2013-04-10 1:03 amCustServGreeter@lttlewys I'll have to call you M&M from now on. #custserv2013-04-10 1:03 ammeganberry@CustServGreeter @MarshaCollier thanks Roy! #custserv2013-04-10 1:03 ammeganberry@lttlewys good to see you too!! :) #custserv2013-04-10 1:03 amCustServGreeter@LovelyLu Hello, Lu! #custserv2013-04-10 1:03 amAlHopper_ Hello everyone! I've got a full tummy and #coffee brewing... let's getour chat on! #custserv2013-04-10 1:03 amlttlewys@lovelylu Hiya!! #custserv2013-04-10 1:03 amMarkOrlanAlways fun discussing who's right and who's wrong. Just ask my wife.#custserv2013-04-10 1:04 amCustServGreeter@zacharyjeans Greetings, good sir! #custserv2013-04-10 1:04 amAlHopper_ Does she let you win sometimes? Mine won't. RT @MarkOrlan:Always fun discussing whos right and whos wrong. Just ask my wife.#custserv2013-04-10 1:04 amCustServGreeterMaybe "right" and "wrong" aren't involved, he said,mysteriously\\u2026 #custserv2013-04-10 1:04 ammpace101What's going on in here? #custserv2013-04-10 1:05 amTheCEInstitute#custserv chat time! After a couple weeks off, I am back! #excited2013-04-10 1:05 amLovelyLu@CustServGreeter Hiya handsome :-) #Custserv2013-04-10 1:05 amMarkOrlan@AlHopper_ hi Al...good to see you. I think you know the answer tothat one :) #custserv2013-04-10 1:05 amCustServGreeterSome chat or something. :) Hi! RT @mpace101: What's going on inhere? #custserv2013-04-10 1:05 amcomplexified#custserv Bruce Waltuck here. Unique svc exercise. At USDOL.Nationally recognized svc trng in transit industry. Looking fwd to greathr.2013-04-10 1:05 amLovelyLu@lttlewys Hey Brandie! #Custserv2013-04-10 1:05 amMarshaCollierTonight's #custserv topic: "The customer isn't always right - how dowe deal with it?" - questions begin in a moment2013-04-10 1:05 amzacharyjeansRoy, #custserv serves our souls, weekly! @CustServGreeter2013-04-10 1:06 amMarshaCollierPlease save links, news, deals and promotions during the LAST 5minutes of #custserv chat. We strip all spam to keep pristine archives2013-04-10 1:06 amzacharyjeansRT @MarshaCollier: Tonight's #custserv topic: "The customer isn'talways right - how do we deal with it?" - questions begin in a moment2013-04-10 1:06 ammpace101Alright I'll stay for a little bit RT @CustServGreeter: Some chat orsomething. :) Hi! RT @mpace101: Whats going on in here? #custserv2013-04-10 1:06 amTheCEInstituteRT @MarshaCollier: Tonight's #custserv topic: "The customer isn'talways right - how do we deal with it?" - questions begin in a moment2013-04-10 1:06 amMarkOrlanRT @MarshaCollier: Tonight's #custserv topic: "The customer isn'talways right - how do we deal with it?" - questions begin in a moment2013-04-10 1:06 amBH_Social@MarshaCollier Good evening Marsha. How are you tonight?#Custserv2013-04-10 1:06 amMarshaCollierTonight's #custserv chat will be archived with the past herehttp://t.co/mHbnGWy4Jr2013-04-10 1:06 ameisconsultingRT @MarshaCollier: Tonight's #custserv topic: "The customer isn'talways right - how do we deal with it?" - questions begin in a moment2013-04-10 1:06 amlttlewys@zacharyjeans Hiya! Good to see you here!! How you? #custserv2013-04-10 1:06 amAlHopper_ Just thought I'd see if you had better luck than I did, Mark. ;0) Minehasn't let me win since high school... @MarkOrlan #custserv2013-04-10 1:06 amCustServGreeter@BH_Social Welcome, Brandon! #custserv
 
2013-04-10 1:06 amYEGliferWhaaa? RT @MarshaCollier Tonight's #custserv topic: "Thecustomer isn't always right - how do we deal with it?" -questions beginin a moment2013-04-10 1:06 amCustServGreeterRT @MarshaCollier: Tonight's #custserv chat will be archived with thepast here http://t.co/8mC09H81fD2013-04-10 1:06 amGregOrtbachGood evening fine folks at #custserv! @MarshaCollier@CustServGreeter2013-04-10 1:07 amMelissaOnlineRT @MarshaCollier: Tonight's #custserv topic: "The customer isn'talways right - how do we deal with it?" - questions begin in a moment2013-04-10 1:07 amHykenBig Tweet chat tonight! RT @MarshaCollier Tonight's #custserv topic:"The customer isn't always right - how do we deal with it?" #custserv2013-04-10 1:07 amModWorkingWomanHow to Handle Angry Customers in Your Online Community Tips andhints for dealing with angry people http://t.co/V9DtFkcnD4#custservn@rbacal2013-04-10 1:07 amCustServGreeter@GregOrtbach @MarshaCollier Helloooooooo host peeps! #custserv2013-04-10 1:07 amAlHopper_ Back at you, sir. @GregOrtbach & you, milady @MarshaCollier#custserv2013-04-10 1:07 amSocial_ChefRT @Hyken: Big Tweet chat tonight! RT @MarshaCollier Tonight's#custserv topic: "The customer isn't always right - how do we dealwith i ...2013-04-10 1:08 amBH_Social@CustServGreeter Funny meeting you here haha. Looking fw totonight's topic. Difficult issue resolution can be a quality challenge#Custserv2013-04-10 1:08 amMarshaCollier@Hyken @BH_Social @GregOrtbach @AlHopper_ @lttlewys@mpace101 @zacharyjeans @LovelyLu @complexified@TheCEInstitute @MarkOrlan #custserv HI2013-04-10 1:08 amMarkOrlanA lot of heavyweights in tonight's #custserv chat. Hope Tweetdeckcan keep up.2013-04-10 1:08 amModWorkingWoman"@ValaAfshar: Service is delivered by people and people do makemistakes - acknowledge, root cause, correct and move on. #custserv"2013-04-10 1:08 amdsearls@MarshaCollier IMHO, obsoleting #custserv scripts require native#VRM tools on the customer's side. The phone is the oldest and bestone.2013-04-10 1:08 amAshliMazerHello. Can I join in? #custserv2013-04-10 1:08 amcoffeersRT @AlHopper_: Hello everyone! I've got a full tummy and #coffeebrewing... let's get our chat on! #custserv2013-04-10 1:08 amLovelyLuStory of my life! RT @MarshaCollier: Tonight's #custserv topic: "Thecustomer isn't always right - how do we deal with it?"2013-04-10 1:08 amzacharyjeansThe only thing #custserv needs now is Brandie '@lttlewys' McCallumchat soundtrack recommendation.2013-04-10 1:09 ampolinchock@Hyken @MarshaCollier I think just honestly & directly as we wouldlike to be treated #custserv2013-04-10 1:09 amzacharyjeansRT @AshliMazer: Hello. Can I join in? #custserv Join!2013-04-10 1:09 amMarshaCollierPlease feel free to respond to questions - even if you are now part ofthe regular #custserv chat - we love opinions!2013-04-10 1:09 amModWorkingWomanDon't Forget These 10 Magic Phrases of Customer Servicehttp://t.co/AL51vhHFNI #custservn@MarshaCollier2013-04-10 1:09 amMarshaCollierQ1: What does "the customer is always right" mean to you? #custserv2013-04-10 1:09 amcomplexifiedRT @MarshaCollier: Tonight's #custserv topic: "The customer isn'talways right - how do we deal with it?" - questions begin in a moment

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