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#custserv
2011-08-17 to 2011-08-17 74 contributors
545 Twitter search results 165 retweets 182 @replies 47 links

Time User Tweet

2011-08-17 1:00 am ty_sullivan Colleague,Friend, #Custserv All Star from Cafe Metro: Kevin Curtis
1967-2011 Heaven just got a bit brighter. http://t.co/M9QvCE3
2011-08-17 1:00 am callcenterdr Call Centre’s Massive Growth. #custserv #custexp #cem #cctr -
http://ow.ly/62eC4
2011-08-17 1:00 am RoyAtkinson Starts Now: Tonight's Topic is "Government Bureaucracy & Customer
Service to the Public : How to Improve?" #custserv
2011-08-17 1:00 am Jmodio Good everyone! #custserv
2011-08-17 1:00 am CustServGreeter And here we go! Lets get some intros from you in 140, please!
#custserv
2011-08-17 1:00 am GregOrtbach Good evening all - Greg from @webAssistca - we're a
sm/web/apps/dev firm from London Ontario Canada #custserv
2011-08-17 1:00 am BarryBirkett @royatkinson Hopefully we can at least keep Twitter here through
#custserv tonight!
2011-08-17 1:00 am Jmodio Good evening* #custserv
2011-08-17 1:00 am bikespoke RT @RoyAtkinson: Starts Now: Tonight's Topic is "Government
Bureaucracy & Customer Service to the Public : How to Improve?"
#custserv
2011-08-17 1:00 am evanhamilton @Jmodio Long time no see. ;) #custserv
2011-08-17 1:00 am jnoche Evening Roy, I'm here for the fun #custserv
2011-08-17 1:01 am evanhamilton Ooh this is going to be a good topic. Been dealing with public transit
issues here in the Bay Area. #custserv
2011-08-17 1:01 am Jmodio @evanhamilton Haha, of course, get your stuff done? #custserv
2011-08-17 1:01 am MarshaCollier Sliding in to #custserv - author of the Online Customer Service Guide
here! (and other stuff) http://t.co/dOK1LXS
2011-08-17 1:01 am ianclayton I help IT organizations use lean, outside-in thinking and (service)
experience maps to design services #custserv
2011-08-17 1:01 am imacsweb @MarshaCollier Welcome stranger!!!.... #custserv
2011-08-17 1:01 am SabrinaMAnthony RT @callcenterdr: Call Centre’s Massive Growth. #custserv
#custexp #cem #cctr - http://ow.ly/62eC4
2011-08-17 1:01 am CustServGreeter Good evening @Jmodio @evanhamilton (great, thanks!) @ianclayton
@action_jay @imacsweb @BarryBirkett @catykobe #custserv
2011-08-17 1:02 am MarshaCollier Welcome my co-host @JeffreyJKingman and @RoyAtkinson
(@CustServGreeter) #custserv
2011-08-17 1:02 am LovelyLu Good topic, if only bureaucracy would listen to us! #custserv
2011-08-17 1:02 am amcgowanca Good evening! A mobile & web consultant in #ldnont. #custserv
2011-08-17 1:02 am KnowledgeBishop @MarshaCollier Happy to see the #custserv crew: Tristan here,
social CRM and digit strategy at Symantec.
2011-08-17 1:02 am CustServGreeter Here are our hosts @MarshaCollier and @JeffreyJKingman
#custserv
2011-08-17 1:02 am MarshaCollier @imacsweb Good to se you! #custserv
2011-08-17 1:02 am GregOrtbach Good evening Aaron - good to see you. @amcgowanca: Good
evening! A mobile & web consultant in #ldnont. #custserv
2011-08-17 1:02 am rayissap RT @bcarroll7: Creating a customer experience map often helps
show the #custserv ROCKSTARS in your org - they can help you
improve overall #leadershipchat
2011-08-17 1:02 am jnoche I also tweet from my corp handle @vzwknight on behalf of Verizon
Wireless #custserv
2011-08-17 1:02 am danielnewmanUV Hi @marshacollier and #custserv - I'll be looking in and playing with
the kids. Learning and Listening. Hope all are doing welll!
2011-08-17 1:03 am evanhamilton @MarshaCollier Good to see you! Your book is staring at me, gotta
make the time to read it! #custserv
2011-08-17 1:03 am amcgowanca You too. RT @GregOrtbach: Good evening Aaron - good to see you.
@amcgowanca: Good evening! A mobile & web consultant in #ldnont.
#custserv
2011-08-17 1:03 am ianclayton Author universal service mgt body of knowledge (USMBOK)
http://t.co/VYTMDus #custserv
2011-08-17 1:03 am KnowledgeBishop @evanhamilton Hi Evan, doing great! How are you? #CustServ
2011-08-17 1:03 am JeffreyJKingman Rebooting laptop #custserv @marshacollier
2011-08-17 1:03 am achtung_jay Present your identificiation for #custserv chat about our glorious
Government!
2011-08-17 1:03 am CustServGreeter Good evening @KnowledgeBishop @amcgowanca @LovelyLu
@jnoche @bikespoke #custserv
2011-08-17 1:03 am evanhamilton @KnowledgeBishop Great! Lots of crazy projects going on. :)
#custserv
2011-08-17 1:04 am evanhamilton @achtung_jay Can't you just scan the chip embedded in my skin?
#custserv
2011-08-17 1:04 am GregOrtbach Got a front row seat, seat belt, and a bib - ready to dig into #custserv
2011-08-17 1:04 am MarshaCollier Time to get going. Good topic tonight! "Government Bureaucracy &
Customer Service to the Public : How to Improve?" #custserv
2011-08-17 1:04 am imacsweb @RoyAtkinson @GregOrtbach @KnowledgeBishop
@JeffreyJKingman @bcarroll7 @MarshaCollier #custserv chat
leaders for the night!!
2011-08-17 1:04 am MarshaCollier Q1: Does your business work with government agencies on any
level? If so, in what ways? #custserv
2011-08-17 1:04 am LoriMoreno #custserv RT @MarshaCollier Time to get going. Good topic tonight!
"Government Bureaucracy & Customer Service to the Public How to
Improve?"
2011-08-17 1:04 am KnowledgeBishop @evanhamilton That's how we roll! :) #CustServ
2011-08-17 1:04 am GregOrtbach Yes return of the monocle. RT @achtung_jay: Present your
identificiation for #custserv chat about our glorious Government!
#custserv
2011-08-17 1:04 am LovelyLu Hey Roy and all! @CustServGreeter @KnowledgeBishop
@amcgowanca @jnoche @bikespoke #custserv
2011-08-17 1:04 am CustServGreeter Hello there @GregOrtbach #custserv
2011-08-17 1:05 am allegiancetweet Customer service reps crunched by numbers #custserv
http://t.co/jk2RgO9
2011-08-17 1:05 am ianclayton Q1 - I am a 'victim' of gov processes! #custserv
2011-08-17 1:05 am amcgowanca @MarshaCollier Consulting in areas of web and mobile strat & open
gov. #custserv
2011-08-17 1:05 am Duchi4 RT @MarshaCollier: Q1: Does your business work with government
agencies on any level? If so, in what ways? #custserv
2011-08-17 1:05 am achtung_jay @evanhamilton lines for scanning form to the right! Move promptly.
#custserv
2011-08-17 1:05 am KnowledgeBishop @imacsweb Hey Gary! Top of the evening to ya! #CustServ
2011-08-17 1:05 am StanGill RT @MarshaCollier: Q1: Does your business work with gov't
agencies on any level? If so, in what ways? #custserv >They take my
tax dollars.
2011-08-17 1:05 am jnoche @LovelyLu good to see ya #custserv
2011-08-17 1:05 am imacsweb @MarshaCollier A1: No, don't know if I ever could.... but @boalt may
be the perfect person to ask for that #custserv @MyGoSo Adam??
2011-08-17 1:05 am LovelyLu @jnoche Hey John #custserv
2011-08-17 1:05 am expertinservice TY RT @KateNasser: Should We Expect #custserv at the Doctor's
Office? http://t.co/yRapiHB by @GuyWinch via #healthcare |
Vote-Yes!
2011-08-17 1:05 am JeffreyJKingman I'm back - good to see y'all got started :) #custserv
2011-08-17 1:06 am GregOrtbach Nice to see you Roy "aka theRoy" RT @CustServGreeter: Hello there
@GregOrtbach #custserv
2011-08-17 1:06 am evanhamilton Q1: We definitely work with government agencies at UserVoice - they
often purchase our product. #custserv
2011-08-17 1:06 am JeffreyJKingman @achtung_jay Nice topper! #custserv
2011-08-17 1:06 am jnoche A1: yes they have accts with us (Verizon Wireless) #custserv
2011-08-17 1:06 am ImMarkBernhardt Parachuting in for #custserv chat... I'm partner & Experience
Architect for @GSMarketingGrp in Kenosha, WI.
2011-08-17 1:06 am lucas_powell RT @bcarroll7: Creating a customer experience map often helps
show the #custserv ROCKSTARS in your org - they can help you
improve overall #leadershipchat
2011-08-17 1:07 am LovelyLu A1 I deal with some govt agencies and regulations #custserv
2011-08-17 1:07 am JeffreyJKingman RT @MarshaCollier: Q1: Does your business work with government
agencies on any level? If so, in what ways? #custserv
2011-08-17 1:07 am MarshaCollier a1: Personally and in business: IRS, DMV, State tax Board, City
licenses... whew .. #custserv
2011-08-17 1:07 am GregOrtbach A1: Yes we have municipal as well as county-based gov agency
clients. #custserv
2011-08-17 1:07 am CatherineGrison Bonjour! I am multitasking tonight but keeping my ADD on to follow
#custserv too! ;-) Pardon my silence (for once!).
2011-08-17 1:07 am lttlewys Lurking a little in #custserv tonite!! Looks like a great convo already!!
2011-08-17 1:07 am MarshaCollier @jnoche Then YOU have to be nice to them? #custserv
2011-08-17 1:07 am action_jay @MarshaCollier no gov involvement in my current digs, but Cableco
had to deal with lots of regulation #custserv
2011-08-17 1:08 am BarryBirkett A1 - We represent clients with regulators & respond to svcs RFPs -
when not discouraged by process (not same govt entities). #custserv
2011-08-17 1:08 am GregOrtbach @CatherineGrison Bonsoir Caterine! #custserv
2011-08-17 1:08 am JeffreyJKingman Stat for #the chat: Over 151,000 tweets this hashtag since April 12
2010 : Twapper Keeper - "We save tweets" http://t.co/bZjvVZm
#custserv
2011-08-17 1:08 am jnoche @MarshaCollier our goal is to be nice to EVERYONE #custserv
2011-08-17 1:08 am MarshaCollier Q1a: On a personal basis? #custserv
2011-08-17 1:08 am imacsweb @KnowledgeBishop #backatcha Tristan! All is well. #custserv
2011-08-17 1:08 am MarshaCollier @jnoche Ohhh, that's hard! #custserv
2011-08-17 1:08 am CustServGreeter Good evening @CatherineGrison @lttlewys #custserv
2011-08-17 1:09 am GregOrtbach Yes - us too. RT @BarryBirkett: A1 - We r...respond to svcs RFPs -
when not discouraged by process. #custserv
2011-08-17 1:09 am VegasBiLL RT @MarshaCollier: Q1: Does your business work with government
agencies on any level? If so, in what ways? #custserv
2011-08-17 1:09 am jnoche @MarshaCollier from a social perspective not really, I try to instill
remembering what its like on the other side of the line #custserv
2011-08-17 1:09 am MarshaCollier Tonight's chat will be archived later at Twitter Customer Service
#custserv Chats http://t.co/5STkjG6
2011-08-17 1:09 am whitediamondzzz RT @MarshaCollier: Q1a: On a personal basis? #custserv
2011-08-17 1:09 am MarshaCollier @jnoche That's the heart of #custserv
2011-08-17 1:10 am ValaAfshar My team provides service (professional, educational) and technical
support to government agencies around the globe. #custserv
2011-08-17 1:10 am RoyAtkinson Topic, in case you've just joined us: "Government Bureaucracy &
Customer Service to the Public : How to Improve?" #custserv
2011-08-17 1:10 am book20 RT @prosperitygal: Inviting all my friends at #Linkedinchat
#leadershipchat #tchat #custserv to #speakchat tonight with
@Marshacollier http://t.co/uoA5V8s
2011-08-17 1:10 am JeffreyJKingman RT @RoyAtkinson: Topic, in case youve just joined us: "Government
Bureaucracy & Customer Service to the Public : How to Improve?"
#custserv
2011-08-17 1:10 am jnoche Fact! RT @MarshaCollier: @jnoche That's the heart of #custserv
2011-08-17 1:10 am KnowledgeBishop @MarshaCollier We do. We host the http://t.co/WIRxuql year,
actually. #CustServ
2011-08-17 1:10 am catykobe A1- We don't really work with gov't agencies. Tho some gov't workers
may use our site for research. #custServ
2011-08-17 1:10 am Serena A little late but happy to join in @marshacollier and the rest of
#custserv chat!
2011-08-17 1:11 am BarryBirkett @gregortbach Hi Greg, hope your week is going well! #custserv
2011-08-17 1:11 am CustServGreeter Hello and welcome @VegasBiLL @book20 @ValaAfshar
@whitediamondzzz #custserv
2011-08-17 1:11 am imacsweb @Serena Hey you! How's LA?!?! #custserv
2011-08-17 1:11 am JodyRogers I'm about to jump into a chat, please excuse my excessive tweets
#custserv
2011-08-17 1:11 am MarshaCollier Certainly your companies do business with city licensing, tax boards
and the IRS, no? #custServ
2011-08-17 1:11 am JeffreyJKingman 2. Have your personal experiences with government agencies
been positive/negative when it comes to #custserv? #custserv
2011-08-17 1:12 am JeffreyJKingman Q2. Have your personal experiences with government agencies
been positive/negative when it comes to #custserv? #custserv
2011-08-17 1:12 am MarshaCollier RT @JeffreyJKingman: Q2. Have your personal experiences with
government agencies been positive/negative when it comes to
#custserv? #custserv
2011-08-17 1:12 am VegasBiLL @CustServGreeter Thanks Roy for the #custserv greeting.
2011-08-17 1:12 am JodyRogers RT @MarshaCollier: Q1: Does your business work with government
agencies on any level? If so, in what ways? #custserv
2011-08-17 1:12 am LovelyLu A2 Negative, negative and did I say negative? #custserv
2011-08-17 1:12 am KnowledgeBishop @MarshaCollier Sorry: That got auto-shortened: A2: We host an
annual Symantec Government Symposium http://t.co/WIRxuql
#CustServ
2011-08-17 1:12 am Serena Gary I miss you and your genius! How is the OC? @imacsweb
#custserv
2011-08-17 1:12 am MarshaCollier @KnowledgeBishop Link was broken.. :( #CustServ
2011-08-17 1:13 am jnoche A2: since most of our dealings are under contract terms with them, it
has been pretty straightforward. Dedicated support no social
#custserv
2011-08-17 1:13 am action_jay A2 so much negative. Phone trees that go nowhere, answers
impossible to find, looping dependencies in paperwork... #custserv
2011-08-17 1:13 am imacsweb @JeffreyJKingman A2: Thankfully not dealing with anthing gov't
(expect for paying taxes online). No reason for #custserv
experiences.
2011-08-17 1:13 am evanhamilton Government agencies often give bad #custserv...probably because
they aren't rewarded for doing otherwise, and very resourced-limited.
2011-08-17 1:13 am VegasBiLL Q2. Have your personal exp with government agencies been
positive/negative when it comes to #custserv? Via @MarshaCollier
@JeffreyJKingman
2011-08-17 1:13 am KnowledgeBishop @JeffreyJKingman A2: Well, I can't honestly say the #custserv at the
DMV could teach anything to the @Zappos staff.
2011-08-17 1:13 am MarshaCollier Seems that Symantec (@KnowledgeBishop) is doing some
government #custserv contact http://t.co/398Zkb0
2011-08-17 1:14 am GregOrtbach Evening Barry - awesome week so far. You? RT @BarryBirkett:
@gregortbach Hi Greg, hope your week is going well! #custserv
2011-08-17 1:14 am catykobe A2- I've had many negative experiences and one great experience at
the East Oakland (CA) DMV! #CustServ
2011-08-17 1:14 am ImMarkBernhardt A2: I've been inundated & annoyed w/ political campaigns of late. (I
got two calls before 6am Saturday.) #custserv
2011-08-17 1:14 am MarshaCollier LOL.. and then some! RT @KnowledgeBishop I can't honestly say the
#custserv at the DMV could teach anything to the @Zappos staff.
2011-08-17 1:14 am BarryBirkett A2 - My experiences mixed. May be govt but #custserv still provided
by people (in many cases, at least) so person is key.
2011-08-17 1:14 am CustServGreeter Hello and welcome @Serena @JodyRogers #custserv
2011-08-17 1:14 am BlakeLandau RT @evanhamilton: Gov agencies give bad #custserv...probably
because they aren't rewarded for doing otherwise, and very
resourced-limited.
2011-08-17 1:14 am JeffreyJKingman @Serena Howdy - we should chat offline re: http://t.co/j84wVBQ.
You're SMC LA? #custserv
2011-08-17 1:14 am MarshaCollier Use Google voice to answer calls! RT @ImMarkBernhardt: A2: I've
been inundated & annoyed w/ political campaigns of late. #custserv
2011-08-17 1:15 am LovelyLu What NOT to do! RT @KnowledgeBishop I cant honestly say the
#custserv at the DMV could teach anything to the @Zappos staff.
#custserv
2011-08-17 1:15 am Serena The biggest issue with Govt sites is that it is so hard to find the
contact info! I use www.allgov.com which helps #custserv
2011-08-17 1:15 am imacsweb RT @Serena: The biggest issue with Govt sites is that it is so hard to
find the contact info! I use www.allgov.com which helps #custserv
2011-08-17 1:15 am achtung_jay @MarshaCollier @KnowledgeBishop do you want just anyone to be
able to drive? Nein, of course not! #custserv
2011-08-17 1:15 am CustServGreeter I heard the word!! Zappos means every one takes a sip of their
favorite beverage! #custserv
2011-08-17 1:15 am JeffreyJKingman Is it the "Lifer mentality" that impacts govt #custserv? #custserv
2011-08-17 1:15 am VegasBiLL @KnowledgeBishop @JeffreyJKingman Yesterday, I had the Best
#custserv time at the DMV. I know @Zappos personally + they would
have concurred
2011-08-17 1:15 am jnoche @Serena Agree, most of their sites are horrific to say the least
#custserv
2011-08-17 1:15 am GregOrtbach A2: We have been receiving the same re-assessment notice for 3+
yrs showing 0 balance. Gov can't even tell us who 2 call 2 cancel.
#custserv
2011-08-17 1:15 am BarryBirkett @gregortbach Working hard to keep up with the treadmill so far, but
up to challenge! #custserv
2011-08-17 1:15 am LovelyLu Cheers! RT @CustServGreeter: I heard the word!! Zappos means
every one takes a sip of their favorite beverage! #custserv
2011-08-17 1:16 am JodyRogers A1 Yes, contracts for energy and services. Massive amounts of
requirements just in the RFP process due to special interests
#custserv
2011-08-17 1:16 am catykobe Should be illegal. #custserv MRT @ImMarkBernhardt A2: Been
inundated & annoyed w/ political campaigns lately. Got two calls
before 6am Sat
2011-08-17 1:16 am KnowledgeBishop @MarshaCollier I don't work in the gov sector personally, but my org
has stellar staff who do. #custserv
2011-08-17 1:16 am Mcmoop @RoyAtkinson It's quiet tonight. Is it, maybe, because of the topic?
*Hides* #custserv
2011-08-17 1:16 am CustServGreeter Hi there @ImMarkBernhardt @achtung_jay #custserv
2011-08-17 1:16 am imacsweb @JeffreyJKingman Could be. Add entitlement and a lack of any
motivation. Describes most gov't workers that I've interfaced with
#custserv
2011-08-17 1:16 am JodyRogers RT @JeffreyJKingman: Q2 Have your personal experiences with
government agencies been positive/negative when it comes to
#custserv? #custserv
2011-08-17 1:16 am JeffreyJKingman Anyone tried to compare the self-helps of US State govts online? Try
finding legal items.. #custserv
2011-08-17 1:16 am jnoche I think its the bureaucracy RT @JeffreyJKingman: Is it the "Lifer
mentality" that impacts govt #custserv? #custserv
2011-08-17 1:16 am MarshaCollier @Serena It's the head to head (phone to phone) contact that
sometimes is problematic (did I say sometimes)? #custserv
2011-08-17 1:16 am LovelyLu Problem w/government is that CustServ isn't lived throughout - too
large and little support. #custserv
2011-08-17 1:17 am evanhamilton @Mcmoop @RoyAtkinson Started with a yes/no question, which is
hard to be vociferous about. :) #custserv
2011-08-17 1:17 am action_jay @JeffreyJKingman if it's anything like Canadian gov, everything's
under its own department and totally separate website #custserv
2011-08-17 1:17 am LovelyLu Govt self help is like walking a maze @JeffreyJKingman #custserv
2011-08-17 1:17 am MarshaCollier @imacsweb When you're in a job for life, does it give you a feeling of
"its my way or the highway?" #custserv
2011-08-17 1:17 am jnoche Agree RT @LovelyLu: Problem w/government is that CustServ isn't
lived throughout - too large and little support. #custserv
2011-08-17 1:17 am KnowledgeBishop @achtung_jay @MarshaCollier I STILL can't make a 3-point turn
(more like 23) #custserv
2011-08-17 1:17 am JeffreyJKingman @jnoche Shouldn't say this - but grandpa and dad were Internal
Revenue upper mgmt... #custserv
2011-08-17 1:17 am ImMarkBernhardt Agreed RT @catykobe: Should be illegal. #custserv MRT
@ImMarkBernhardt A2: ... political campaigns lately. Got two calls
before 6am Sat
2011-08-17 1:17 am mjmoore52 RT @westinteractive: New #blog post: "The Secret to Customer
Satisfaction? Get Personal" by @mjmoore52 http://ow.ly/64WzA
#custserv #csat
2011-08-17 1:17 am catykobe Is poor #CustServ in the gov't a problem of hiring wrong, having bad
processes or having little $? Or all?
2011-08-17 1:17 am MarshaCollier @evanhamilton Well, OK, do you ever interact with government
agencies? and how do they treat you? #custserv
2011-08-17 1:18 am achtung_jay @KnowledgeBishop I'll let you ride in my sidecar someday. You have
one of those helmets with the little spike, right? #custserv
2011-08-17 1:18 am imacsweb @MarshaCollier Not being in that position. I'd only be able to guess.
In dealing with it: Yes. Possibly not intentional?? #custserv
2011-08-17 1:18 am jnoche @JeffreyJKingman no shame there man, props to them. I think the
person can make a conscious decision to provide support #custserv
2011-08-17 1:18 am mayka RT @evanhamilton: Government agencies often give bad #custserv
...probably because they aren't rewarded for doing otherwise, and
very resourced-limited.
2011-08-17 1:18 am ValaAfshar Our experience delivering services to gov agencies has been positive.
Cannot speak to receiving service. #custserv
2011-08-17 1:18 am MarshaCollier @catykobe I don't think it's a matter of money, I think it's a matter of
*silos* #CustServ
2011-08-17 1:18 am JeffreyJKingman Perhaps online #custserv govt agencies is poorly designed by IT?
#custserv
2011-08-17 1:18 am CustServGreeter Good evening @BlakeLandau @mayka #custserv
2011-08-17 1:19 am MarshaCollier @achtung_jay LOL #custserv
2011-08-17 1:19 am KnowledgeBishop @VegasBiLL @JeffreyJKingman Delighted to hear that! :) BtW,
@RoyAtkinson that's twice that @Zappos has come up (hint)
#custserv
2011-08-17 1:19 am action_jay @MarshaCollier @imacsweb I think lifers know things suck but lost all
motivation to make it better. Stopped caring after a while #custserv
2011-08-17 1:19 am GregOrtbach Perhaps a poorly designed RFP? ;) RT @JeffreyJKingman: Perhaps
online #custserv govt agencies is poorly designed by IT? #custserv
2011-08-17 1:19 am MarshaCollier Perhaps? Design by committees? RT @JeffreyJKingman: Perhaps
online #custserv govt agencies is poorly designed by IT? #custserv
2011-08-17 1:19 am catykobe Goo point. RT @MarshaCollier @catykobe I don't think it's a matter of
money, I think it's a matter of *silos* #CustServ
2011-08-17 1:20 am spokencomm Interesting approach to #custserv by @ducttape - passion and
commitment to higher goals 1st, customer 2nd: http://ht.ly/64OBB
^HM
2011-08-17 1:20 am evanhamilton @MarshaCollier Like they don't care. But I understand why:
http://t.co/hSZmzT9. #custserv
2011-08-17 1:20 am MarshaCollier Perhaps the government agencies think that phone trees are a good
idea? What about chats? or real help #custserv
2011-08-17 1:20 am BarryBirkett @marshacollier: @catykobe Though govt #CustServ seems 1st cut
with budget, sometimes seemingly just to show pain!
2011-08-17 1:20 am GregOrtbach Yes which leads to a very myopic point of view. @catykobe
@MarshaCollier #custserv
2011-08-17 1:20 am JeffreyJKingman @GregOrtbach RFP designed by someone ages ago? Not current
 with the best practices? #custserv
2011-08-17 1:20 am BlakeLandau If #custserv is generally holed up in the basement of a corporation, in
#gov it's actually underground.
2011-08-17 1:20 am evanhamilton RT @BlakeLandau: If #custserv is generally holed up in the
basement of a corporation, in #gov its actually underground.
#custserv
2011-08-17 1:20 am susanborst A2 - Had some nice experience with passport office for last minute
issue- they can't bend rules, but were clear/helpful. #custserv
2011-08-17 1:21 am BlakeLandau @CustServGreeter Good'ay mate :-] #custserv
2011-08-17 1:21 am GregOrtbach Yes with a side of cut/paste RT @JeffreyJKingman: @GregOrtbach
RFP designed ages ago? Not current with the best practices?
#custserv
2011-08-17 1:21 am imacsweb @action_jay Agreed!! #custserv cc @MarshaCollier
2011-08-17 1:21 am MarshaCollier @spokencomm I don't think that link was it, I don't think it's a matter
of commitment, I think it's a matter of entitlement #custserv
2011-08-17 1:21 am imacsweb RT @action_jay: @MarshaCollier @imacsweb I think lifers know
things suck but lost all motivation to make it better. Stopped caring
after a while #custserv
2011-08-17 1:21 am lttlewys RT @blakelandau: If #custserv is generally holed up in the basement
of a corporation, in #gov it's actually underground.
2011-08-17 1:21 am JeffreyJKingman I did a search on this topic earlier - there ARE conferences for govt
custserv... #custserv
2011-08-17 1:21 am evanhamilton I still think the problem is lack of motivation. We provide great
#custserv because we want to retain customers. #Gov doesn't need
to.
2011-08-17 1:21 am action_jay @MarshaCollier phone trees are traps! I got 3 layers in before "0"
worked, and then was transferred to "We're busy, call later"
#custserv
2011-08-17 1:21 am MarshaCollier RT @ImMarkBernhardt: Goes to #techradio segment re: keeping
home phone vs. mobile/other. RT @MarshaCollier: Use Google voice
to answer calls! #custserv
2011-08-17 1:22 am jnoche @susanborst So did I, one of the better govt entities to get help from
#custserv
2011-08-17 1:22 am Fancier2 RT @MarshaCollier: LOL.. and then some! RT @KnowledgeBishop I
can't honestly say the #custserv at the DMV could teach anything to
the @Zappos staff.
2011-08-17 1:22 am achtung_jay @evanhamilton @BlakeLandau actually the bunker is reserved for
management. #custserv workers are free-range out back.
2011-08-17 1:22 am LovelyLu Feel like there is no direct line of communication when dealing w/govt
agencies... #custserv
2011-08-17 1:22 am callcenterdr #custserv Telstra launches Facebook customer service -
Computerworld Australia http://t.co/NIX3RtF
2011-08-17 1:23 am MarshaCollier A city that seems to care is Rockville MD, they have a #custserv
credo: http://t.co/7BByESn Nice, huh?
2011-08-17 1:23 am cindyfsolomon RT @spokencomm: Interesting approach @ducttape - passion and
commitment to higher goals 1st, customer 2nd: http://ht.ly/64OBB
^HM #custserv
2011-08-17 1:23 am CustServGreeter Good evening @susanborst #custserv
2011-08-17 1:23 am catykobe +1 RT @evanhamilton I still think the problem is lack of motivation.
We provide great #custserv because we wa… (cont)
 http://t.co/s2rNSyt
2011-08-17 1:23 am SabrinaMAnthony RT @callcenterdr: #custserv Telstra launches Facebook customer
service - Computerworld Australia http://t.co/NIX3RtF
2011-08-17 1:23 am BlakeLandau how eco-friendly! RT @achtung_jay: @evanhamilton actually the
bunker is reserved for management. #custserv workers are
free-range out back.
2011-08-17 1:23 am JeffreyJKingman I wonder if the challenge w/govt custserv partly lies in shifting
legislations over time.. #custserv
2011-08-17 1:23 am susanborst @jnoche Think we expect them to break rules, and they just can't
(and their rules are usually pretty clear.) #custserv
2011-08-17 1:23 am jnoche 2 many processes that r outdated? RT @LovelyLu: Feel like there is
no direct line of communication when dealing w/govt agencies...
#custserv
2011-08-17 1:23 am GregOrtbach Gov aside, if the feeling amongst staff is 'indifference' it's hard to think
outside the box. #custserv
2011-08-17 1:24 am ImMarkBernhardt MT @evanhamilton: ... We provide great #custserv because we want
to retain customers. #Gov doesn't need to.
2011-08-17 1:24 am catykobe In private sector, competition & customer attrition encourages good
#CustServ. What encourages #CustServ in gov't?
2011-08-17 1:24 am CustServGreeter Hello and welcome @cindyfsolomon @chasmiller @Fancier2
#custserv
2011-08-17 1:24 am Partyaficionado Do you take store online / phone surveys? #custserv
2011-08-17 1:24 am JeffreyJKingman @BlakeLandau @achtung_jay @evanhamilton Tasty on the barbie
free range govt custserv? #custserv
2011-08-17 1:24 am lttlewys @jeffreyjkingman I have seen those conferences, do you think they
only send mgmt and that doesn't make it's way down?? #custserv
2011-08-17 1:24 am ImMarkBernhardt Re-election RT @catykobe: In private sector, competition & customer
attrition encourages good #CustServ. What encourages #CustServ
in gov't?
2011-08-17 1:24 am action_jay @ImMarkBernhardt @evanhamilton haha right. What are you gonna
do, leave the country? #custserv
2011-08-17 1:24 am mone1010 No, having consistent policies RT @JeffreyJKingman: ... partly lies in
shifting legislations over time.. #custserv
2011-08-17 1:24 am LovelyLu Has to do with training & support which needs $$. Front lines are
always first to get cut or downsized. #custserv
2011-08-17 1:25 am catykobe @chasmiller I totally agree. The ability to book appointments (albeit a
month in advance) makes the experience much better. #CustServ
2011-08-17 1:25 am jnoche @susanborst Totally agree, some customers unclear of the process in
general expect exceptions to be made for them #custserv
2011-08-17 1:25 am MarshaCollier @GregOrtbach Gvmnt empolyees encouraged to think out of the
box? I think not. #custserv
2011-08-17 1:25 am BarryBirkett Some govt entities have done particularly good job at leveraging
online for #custserv - often out of necessity.
2011-08-17 1:25 am GregOrtbach I think gov and large corp can be the same unfortunately in the "we
don't pay you to think" category. Hard to raise the bar. #custserv
2011-08-17 1:25 am jnoche Agree RT @GregOrtbach: Gov aside, if the feeling amongst staff is
'indifference' it's hard to think outside the box. #custserv
2011-08-17 1:25 am achtung_jay @JeffreyJKingman I don't know who told you that but it's a dirty,
delicious lie. #custserv #itspeople
2011-08-17 1:25 am ImMarkBernhardt Wait - that's an option? RT @action_jay: @ImMarkBernhardt
 @evanhamilton haha right. What are you gonna do, leave the
country? #custserv
2011-08-17 1:25 am mone1010 Funding for your department to continue to exist RT
@ImMarkBernhardt: Re-election RT @catykobe: What encourages
#CustServ in gov't?
2011-08-17 1:25 am MarshaCollier Clearly RT @GregOrtbach: I think gov and large corp can be the
same unfortunately in the "we don't pay you to think" category.
#custserv
2011-08-17 1:25 am imacsweb RT @GregOrtbach: I think gov and large corp can be the same
unfortunately in the "we don't pay you to think" category. Hard to raise
the bar. #custserv
2011-08-17 1:25 am catykobe So true! RT @GregOrtbach Gov aside, if the feeling amongst staff is
'indifference' it's hard to think outside the box. #custserv
2011-08-17 1:26 am chasmiller Example: The IRS has improved their online help. Linking help to
higher compliance and revenue. #custserv Is there a TurboTax
effect?
2011-08-17 1:26 am HDAA1 #leadit Marcus powe - what is excellent #custserv? It's memorable &
perishable!
2011-08-17 1:26 am JeffreyJKingman @lttlewys I don't know - public palpably senses the attitude of
laissez-faire. #custserv
2011-08-17 1:26 am GregOrtbach Yes - unfortunately. RT @MarshaCollier: @GregOrtbach Gvmnt
empolyees encouraged to think out of the box? I think not. #custserv
2011-08-17 1:26 am MarshaCollier Have you noticed the Government Twitter accounts (including
politicians) are more broadcast than engaging? #custserv
2011-08-17 1:26 am MarshaCollier Q3: Why is the perception of governmental agency #custserv
"different" than profit or nonprofit organizations? #custserv
2011-08-17 1:26 am rbacal Love the topic, but I have to say, if you haven't worked in government
you probably don't understand #custserv in it.
2011-08-17 1:27 am jnoche @MarshaCollier Alot of companies are like that too... #custserv
2011-08-17 1:27 am evanhamilton @MarshaCollier Totally. Which is ironic considering they always talk
about wanting to hear from "the people". #Gov #custserv
2011-08-17 1:27 am GregOrtbach @imacsweb @MarshaCollier - thanks for RT. Be memorable and if
you don't fit, make it for the right reason(s). #custserv
2011-08-17 1:27 am JeffreyJKingman RT @MarshaCollier: Q3: Why is the perception of governmental
agency #custserv "different" than profit or nonprofit organizations?
#custserv
2011-08-17 1:27 am MarshaCollier Speaking as the business as the consumer in this discussion, I don't
feel they make it easy to get any #custserv
2011-08-17 1:27 am BarryBirkett @marshacollier: @GregOrtbach Often have SO many rules to limit
flex of #custserv as control is focus rather than cust sat.
2011-08-17 1:28 am GregOrtbach A3: I think we presume one has unlimited budgets and the other has
next to no budgets. #custserv
2011-08-17 1:28 am catykobe @mone1010 @ImMarkBernhardt But won't funding get cut regardless
of #CustServ? Especially in this economy?
2011-08-17 1:28 am evanhamilton There's no panic button with #Gov #CustServ. You can't bitch on
Twitter or boycott, really. You perceive it as immovable. #custserv
2011-08-17 1:28 am rbacal #custserv I've worked with over 10,000 govt employees on
#custserv and by and large most are motivated, service oriented
2011-08-17 1:28 am JeffreyJKingman @rbacal My only govt experience was 8 years Army Natl Guard -
internal custserv in organization #custserv
2011-08-17 1:28 am ImMarkBernhardt @MarshaCollier Lest I over-generalize, many politicians are great
speakers but poor listeners. (re: use of #sm to broadcast) #custserv
2011-08-17 1:28 am chasmiller If businesses feel tied by #govt regulations and procedures, think of
the #govt agencies crossing priorities when delivering #custserv
2011-08-17 1:28 am mone1010 Until you work in government custserv, you have no idea how
conflicting policies can wreak havoc #custserv
2011-08-17 1:28 am MarshaCollier A3: Entitlement? DO we feel entitled to the service because we pay
taxes? #custserv
2011-08-17 1:28 am jnoche A3: It has been so poor for so long it is expected. #custserv
2011-08-17 1:28 am LovelyLu Same problem online as off - how many govt custserv agents SMILE?
Not friendly online either. #custserv
2011-08-17 1:28 am susanborst @jnoche yes, like the person trying to get a driver's license without
any id and express outrage at custserve person. #custserv
2011-08-17 1:28 am TheFireTracker2 RT @MarshaCollier: Have you noticed the Government Twitter
accounts (including politicians) are more broadcast than engaging?
#custserv #smem
2011-08-17 1:28 am imacsweb @JeffreyJKingman A3: Possibly the stygma due to size and impact of
gov't agencies. Perception: low paid employee with big power?!
#custserv
2011-08-17 1:28 am MarshaCollier When filling out tax forms, I truly enjoy the statement of how long
filling out the form should take us #custserv
2011-08-17 1:29 am BlakeLandau I wouldn't want the job of social media manager for the IRS> :-]
@chasmiller #custserv
2011-08-17 1:29 am GregOrtbach Yes. Been slapped on the wrist for overall call time even when making
individual differences. @BarryBirkett @marshacollier #custserv
2011-08-17 1:29 am jnoche Sure hope not, I don't RT @MarshaCollier: A3: Entitlement? DO we
feel entitled to the service because we pay taxes? #custserv
2011-08-17 1:29 am mone1010 A3: Yes, but consider that you get what you pay for, only the top is
making the real money #custserv
2011-08-17 1:29 am rbacal Also to add, govt. #custserv differs HUGELY depending on
municipal, or state/province versus federal. Feds a real challenge.
2011-08-17 1:29 am MarshaCollier #custserv RT @Serena: totally agree. Once you FIND the number,
you can't get the help! @marshacollier
2011-08-17 1:29 am CatherineGrison RT @evanhamilton: thr's no panic button w/ #Gov #CustServ. U cnt
bitch on twttr or boycott, rlly. U perceive it as immovable. #custserv
2011-08-17 1:29 am TheFireTracker2 RT @MarshaCollier: Q3: Why is the perception of governmental
agency #custserv "different" than profit or nonprofit organizations?
#smem
2011-08-17 1:29 am BlakeLandau RT @chasmiller: If biz feels tied by #govt regulations/procedures,
think of the #govt agencies crossing priorities when delivering
#custserv
2011-08-17 1:29 am jnoche @LovelyLu you can hear it or not hear for that matter in their voices
#custserv
2011-08-17 1:29 am mone1010 Agreed RT @rbacal: govt. #custserv differs HUGELY depending on
municipal, or state/province versus federal. Feds a real challenge.
2011-08-17 1:29 am catykobe @MarshaCollier Yep! Unfortunately they're breaking one of the top
rules for successful #social #media campaigns. #CustServ
2011-08-17 1:29 am MarshaCollier RT @evanhamilton: There's no panic button with #Gov #CustServ.
You can't bitch on Twitter or boycott, really. You perceive it as
immovable. #custserv
2011-08-17 1:29 am KnowledgeBishop @MarshaCollier @catykobe Oy, *silos* - My just about LEAST
favorite thing. :) #CustServ
2011-08-17 1:30 am CustServGreeter Hello and welcome @rbacal @mone1010 #custserv
2011-08-17 1:30 am catykobe RT @JeffreyJKingman: RT @MarshaCollier: Q3: Why is the
perception of governmental agency #custserv "different" than profit
or nonprofit organizations? #custserv
2011-08-17 1:30 am jnoche @susanborst Unfortunately that happens too many times...realistic
expectations people #custserv
2011-08-17 1:30 am JeffreyJKingman @rbacal Definitely - I think feds are a bit better than state agencies.
Feel like municipal agencies are better than state too. #custserv
2011-08-17 1:30 am MarshaCollier @KnowledgeBishop Government is deliberately made of silos.
Department of this and that ... #CustServ
2011-08-17 1:30 am JeffreyJKingman RT @rbacal: #custserv So, my caution is PLEASE dont stereotype
anyone, and walk in their moccasins before making generalizations?
#custserv
2011-08-17 1:30 am VegasBiLL @KnowledgeBishop @RoyAtkinson @Zappos_Service too. They are
very helpful for Zappos. #custserv
2011-08-17 1:30 am rbacal @TheFireTracker2 Q3 In large part because government regulates,
and citizens want govt to regulate others, not them #custserv #smem
2011-08-17 1:30 am mone1010 Still included in dept audits RT @catykobe: @ImMarkBernhardt But
won't funding get cut regardless of #CustServ? Especially in this
economy?
2011-08-17 1:30 am bikespoke RT @LovelyLu: Hey Roy and all! @CustServGreeter
@KnowledgeBishop @amcgowanca @jnoche @bikespoke
#custserv
2011-08-17 1:30 am MarshaCollier @rbacal I must admire this effort from Maryland: http://t.co/7BByESn
#custserv
2011-08-17 1:31 am RickCanale RT @MarshaCollier: A city that seems to care is Rockville MD, they
have a #custserv credo: http://t.co/7BByESn Nice, huh?
2011-08-17 1:31 am bikespoke RT @KnowledgeBishop: One can't excel at #custserv without
valuing and caring for others: Kindness is non-optional.
2011-08-17 1:31 am mone1010 Good Evening RT @CustServGreeter: Hello and welcome @rbacal
@mone1010 #custserv
2011-08-17 1:31 am BlakeLandau A3. Americans do not have confidence/faith is in our gov or
leadership. I personally can only stomach pol news from The Onion.
#custserv
2011-08-17 1:31 am GregOrtbach It's the half-time show. Now over to action_jay - he's the one with the
hat. ;) #custserv
2011-08-17 1:31 am bikespoke RT @BlakeLandau: how eco-friendly! RT @achtung_jay:
@evanhamilton actually the bunker is reserved for management.
#custserv workers are free-range out back.
2011-08-17 1:31 am HDAA1 #leadit Marcus powe - the 5 of #custserv Tangible reliable
responsive assurance empathy!
2011-08-17 1:31 am ImMarkBernhardt RT @BlakeLandau: A3. Americans do not have confidence/faith is in
our gov or leadership. I personally can only stomach pol news from
The Onion. #custserv
2011-08-17 1:31 am rbacal @JeffreyJKingman Interesting. I will work with feds on #custserv if
asked but mostly don't like the experience as vendor
2011-08-17 1:31 am TheFireTracker2 RT @evanhamilton: There's no panic button with #Gov #CustServ.
You can't bitch on Twitter or boycott, really. You perceive it as
 immovable. #custserv
2011-08-17 1:31 am KnowledgeBishop @MarshaCollier Well, you have a point. Tough to overcome.
#CustServ
2011-08-17 1:31 am chasmiller A3: Resistance for #govt change is even from the public. Look what
happened in deregulating the electric industry in Calif #custserv fail
2011-08-17 1:32 am AAARenee Yes! #custserv #fail RT: @paulcjune: @ALLSTATES1 @UPS
Should your shipping company support you from cradle to grave?
pic.twitter.com/iwenIWi
2011-08-17 1:32 am MarshaCollier #custserv RT @schmidtkevinall when politician gets 10000 @'s a
day most of which are prolly you suck how could they be expected to
respond?
2011-08-17 1:32 am imacsweb RT @KnowledgeBishop: @MarshaCollier Well, you have a point.
Tough to overcome. #CustServ
2011-08-17 1:32 am JeffreyJKingman Q4 coming up next............ #custserv
2011-08-17 1:32 am catykobe A3- We view gov't services as a right (for paying taxes) and
non-profits as a privilege (for donating) #CustServ
2011-08-17 1:32 am achtung_jay @GregOrtbach Nein! This hat is not a plaything for your amusement
#custserv
2011-08-17 1:32 am rbacal @MarshaCollier Maryland is good, but right now they owe me
$17,000 and it's way late. Sigh. #custserv
2011-08-17 1:32 am bobehayes Only use op metrics that drive satisfaction. RT @allegiancetweet
Customer service reps crunched by numbers #custserv
http://t.co/UCBhl7M
2011-08-17 1:32 am MarshaCollier @schmidtkevinall Good point. But responding on a blog or in
statements is a positive step, don't you think? #custserv
2011-08-17 1:32 am imacsweb Great point!! RT @catykobe A3- We view gov't services as a right (for
paying taxes) and non-profits as a privilege (for donating) #CustServ
2011-08-17 1:32 am CustServGreeter Hello and welcome @TheFireTracker2 #custserv
2011-08-17 1:32 am MarshaCollier @rbacal Sorry to hear that #custserv
2011-08-17 1:33 am rbacal @BlakeLandau But shouldn't we distinguish between pols and civil
servants? WAY different. #custserv
2011-08-17 1:33 am JeffreyJKingman Q4. Is managing #custserv in govt agencies the same or different
than business management? #custserv
2011-08-17 1:33 am VR4Partners Fascinating chat going on right now. If u do #CRM or support
software, follow along 2 see what's on these folks' minds: #custserv
2011-08-17 1:33 am GregOrtbach Ach, jetzt verstehe ich! RT @achtung_jay: @GregOrtbach Nein! This
hat is not a plaything for your amusement #custserv
2011-08-17 1:33 am TheFireTracker2 RT @MarshaCollier: @KnowledgeBishop Government is deliberately
made of silos. Department of this and that ... #CustServ
2011-08-17 1:33 am MarshaCollier @CorettaJackson Engaging means they have to talk to their
followers, most do not directly respond #custserv
2011-08-17 1:33 am CatherineGrison Sometimes they twist the rules RT @susanborst: @jnoche we expect
them 2 break rules, they cnt (their rules R usually pretty clear)
#custserv
2011-08-17 1:33 am bikespoke City of Boston testing Pothole App, great time mgmt fleet utilization,
transparency at work #custserv
2011-08-17 1:33 am Partyaficionado RT @KnowledgeBishop: One can't excel at #custserv without
valuing and caring for others: Kindness is non-optional.
2011-08-17 1:33 am CorettaJackson RT @MarshaCollier: RT @evanhamilton: There's no panic button with
#Gov #CustServ. You can't bitch on Twitter or (cont)
 http://t.co/xQCY43h
2011-08-17 1:33 am mone1010 A4: Different cause you can't fire bad management #custserv
2011-08-17 1:34 am MarshaCollier #custserv RT @CorettaJackson: Some chats are somewhat
engaging.
2011-08-17 1:34 am MarshaCollier RT @mone1010: A4: Different cause you can't fire bad management
#custserv
2011-08-17 1:34 am marc_c_mandel RT @DeliverBliss: Do Your Processes Create Work for Your
Customers? http://j.mp/oOVeft #custserv #cem
2011-08-17 1:34 am JeffreyJKingman @rbacal I imagine CRM and custserv system products see govt
agencies as good sales opportunities #custserv
2011-08-17 1:34 am chasmiller @BlakeLandau Agreed. Eroding trust is not just a #govt problem --
businesses face the same in lack of trust in #custserv
2011-08-17 1:34 am JodyRogers A2: Oddly enough, positive. More often than not good experiences.
I'm convinced it was due to their local vs dept wide leadership
#custserv
2011-08-17 1:34 am LovelyLu A4 Harder in government because there are so many levels... you are
never dealing with a decision maker. #custserv
2011-08-17 1:34 am fusedlogic RT @bikespoke: City of Boston testing Pothole App, great time mgmt
fleet utilization, transparency at work #custserv
2011-08-17 1:34 am rbacal @TheFireTracker2 re: panic button. You may not see the panic
button, but trust me it's there.The stories I cld tell #Gov #CustServ
#custserv
2011-08-17 1:34 am MarshaCollier #custserv RT @schmidtkevinall: @MarshaCollier yes but even those
responses are horrible ie the TSA.
2011-08-17 1:34 am achtung_jay @GregOrtbach Ich a
2011-08-17 1:34 am bikespoke @CustServGreeter @KnowledgeBishop @amcgowanca @LovelyLu
@jnoche Late jump in #custserv
2011-08-17 1:35 am allegiancetweet Americans Willing To Pay For Customer Service #custserv
http://t.co/RL6XyQl
2011-08-17 1:35 am BlakeLandau @rbacal Sadly simple minded folk like myself put civil
servants/politicians into one "circle." #custserv
2011-08-17 1:35 am CatherineGrison Oui! Govt R our employees. RT @catykobe We view govt services as
a rt (4paying taxes) & non-profits as a privilege (4 donating)
#CustServ
2011-08-17 1:35 am CustServGreeter Good evening @CorettaJackson @Partyaficionado #custserv
2011-08-17 1:35 am JodyRogers RT @MarshaCollier: Q3: Why is the perception of governmental
agency #custserv "different" than profit or nonprofit organizations?
#custserv
2011-08-17 1:35 am CustServGreeter @VR4Partners Thanks for the shout! #custserv
2011-08-17 1:35 am BlakeLandau @chasmiller how/where are the not so obvious places you seen trust
fizzle?#custserv
2011-08-17 1:36 am rbacal @MarshaCollier Silos: The reason for them in govt is to limit giving
power that could be misused. Checks/balances #CustServ
2011-08-17 1:36 am MarshaCollier Is not the rule of social media to connect and engage? Or do not have
a social media account. Not a broadcast medium #custserv
2011-08-17 1:36 am cavemanjim Government is run by the people for the people. Why would you not
expect and demand service by the people paid to represent you?
#custserv
2011-08-17 1:36 am rbacal @MarshaCollier When govt didn't have silos, it was Tamany Hall
corruption which is WHY they are there. #CustServ
2011-08-17 1:36 am jnoche RT @MarshaCollier: Is not the rule of social media to connect and
engage? Or do not have a social media account. Not a broadcast
medium #custserv
2011-08-17 1:36 am MarshaCollier @rbacal Agreed, but individual problem solving out of the book is
rare, no? #CustServ
2011-08-17 1:36 am Partyaficionado @CustServGreeter thanks #custserv
2011-08-17 1:37 am AAARenee . @paulcjune Disappointed @ALLSTATES1 & @UPS Playing not it
w/the damage they did to your property. #custserv #fail
pic.twitter.com/iwenIWi
2011-08-17 1:37 am TheFireTracker2 #custserv If you want to change Government customer service, first
change the laws that hamstring 21st century management practice
2011-08-17 1:37 am CorettaJackson Good Evening!! RT @CustServGreeter: Good evening
@CorettaJackson @Partyaficionado #custserv
2011-08-17 1:37 am VR4Partners RT @TheSmallBizWeb: RT @Zendesk: Is there a #custserv agent or
team out there that has rocked your world? Nominate for a R.E.C.S.S.
award! http://t.co/7QhJVKC
2011-08-17 1:37 am VegasBiLL @MarshaCollier Also @comcastcares is a good helper to his co. Plus
his name is Bill :) #custserv
2011-08-17 1:37 am bikespoke @BlakeLandau @rbacal Low-expectations from #custserv from
citizens, results lameduck public sector culture.
2011-08-17 1:37 am evanhamilton @TheFireTracker2 Tell me more! #custserv
2011-08-17 1:37 am mone1010 No one cares until it effects them RT @cavemanjim: Why would you
not expect & demand service by the people paid to represent you?
#custserv
2011-08-17 1:37 am rbacal @BlakeLandau But why would you do that? I don't believe you are
simple minded. Do people do that with people of color too?
#custserv
2011-08-17 1:37 am JeffreyJKingman Would posit that only in govt security agencies do silos disappear,
comparative to other govt agencies #custserv
2011-08-17 1:38 am imacsweb RT @JeffreyJKingman: Would posit that only in govt security
agencies do silos disappear, comparative to other govt agencies
#custserv
2011-08-17 1:38 am BarryBirkett A3 - We typically see govt agency as our employees & thus entitled to
service as taxpayers. No other org like that. #custserv
2011-08-17 1:38 am chasmiller @CitySourced is an app used in L.A. -- Helps the City direct scarce
resources to fix potholes, graffiti for better #custserv
2011-08-17 1:38 am 14str8 So true! RT @LovelyLu: Problem w/government is that CustServ isn't
lived throughout - too large and little support. #custserv
2011-08-17 1:38 am nahumg RT @bikespoke: @BlakeLandau @rbacal Low-expectations from
#custserv from citizens, results lameduck public sector culture.
2011-08-17 1:38 am achtung_jay @JeffreyJKingman good security can make anything disappear, even
you! #custserv
2011-08-17 1:39 am GregOrtbach Don't judge - I'm fluent in 3-4 language... translation sites ;)
@achtung_jay @GregOrtbach #custserv
2011-08-17 1:39 am imacsweb Starved! Gotta leave #custserv chat for now and get some food.
Maybe catch everyone mobile in a bit! #noms #KCI
2011-08-17 1:39 am bikespoke @TheFireTracker2 Responsibility and Demand common sense from
#custserv
2011-08-17 1:39 am jnoche A5: no #custserv
2011-08-17 1:39 am ImMarkBernhardt Getting better w/ DoHS, though still segmented MT
 @JeffreyJKingman: Would posit that in govt security agencies do
silos disappear #custserv
2011-08-17 1:39 am CorettaJackson I do have a greater respect for organizations/individuals who do
engage in conversations instead of broadcasting me to death.
#custserv
2011-08-17 1:39 am mone1010 Yes, but gets caught in red tape thus resulting in no progress RT
@pocojuan: iso managing cust service up and down is critical
#custserv
2011-08-17 1:39 am rbacal @MarshaCollier Not in my experience. Individual problem solving is
there, alive and well, no different from large private cos. #CustServ
2011-08-17 1:39 am GregOrtbach @imacsweb Thanks for the convo & RT tonight. ;) #custserv
2011-08-17 1:39 am TheFireTracker2 RT @MarshaCollier: Is not the rule of social media to connect and
engage? Or do not have a social media account. Not a broadcast
medium #custserv
2011-08-17 1:39 am JeffreyJKingman Wondering if "enforcing the rules (legislation) is the key diff between
govt and other orgs #custserv
2011-08-17 1:40 am MarshaCollier @mbta535 #custserv a different page http://t.co/C9iOavW
2011-08-17 1:40 am CustServGreeter Welcome to the chat @fusedlogic @cavemanjim #custserv
2011-08-17 1:40 am action_jay @chasmiller I've heard about @CitySourced and think it's brilliant!
#custserv
2011-08-17 1:40 am JodyRogers A3: We've become conditioned to accept the status quo. Rules and
not reality define their Customer Experience #custserv
2011-08-17 1:40 am MarshaCollier Good addition RT @mbta535: @MarshaCollier Try this one:
http://t.co/tBEg5nI #custserv
2011-08-17 1:41 am BlakeLandau From the outside, it looks as though public sector jobs don't do
enough career pathing, employee engagement. #DMV #custserv
2011-08-17 1:41 am JeffreyJKingman RT @MarshaCollier: Q5: For training purposes should customer
service agent training should be any different for the government?
#custserv
2011-08-17 1:41 am AAARenee . @UPSHelp Pls help @paulcjune with insurance claim.
@ALLSTATES1 & @UPS Playing not it over damage #custserv #fail
pic.twitter.com/iwenIWi
2011-08-17 1:41 am GregOrtbach C'mon tweetchat.com - don't fail me now! #custserv
2011-08-17 1:41 am JodyRogers RT @JeffreyJKingman: Q4. Is managing #custserv in govt
agencies the same or different than business management?
#custserv
2011-08-17 1:41 am rbacal @JeffreyJKingman Actually, it's not so much enforcing the legislation
as enforcing the POLICIES. It's quite different. #custserv
2011-08-17 1:41 am chasmiller @JeffreyJKingman in my experience, #govt #custserv agencies are
more hamstrung by #govt laws than businesses. Own worst enemy.
2011-08-17 1:41 am BarryBirkett @jeffreyjkingman Everyone has constraints - even enforcing the rules
could be done with a smile & empathy! #custserv
2011-08-17 1:41 am MarcelinaJ RT @MarshaCollier: Is not the rule of social media to connect and
engage? Or do not have a social media account. Not a broadcast
medium #custserv
2011-08-17 1:41 am CatherineGrison I hear U, Im back in biz 2! ;-) RT @GregOrtbach Gd news is it inspired
me 2 eventually become my own boss.That's 1 way 2 guarantee
#custserv
2011-08-17 1:42 am ValaAfshar RT @BarryBirkett: @jeffreyjkingman Everyone has constraints - even
enforcing the rules could be done with a smile & empathy! #custserv
2011-08-17 1:42 am CustServGreeter Thanks for joining the chat @pocojuan @14str8 @nahumg #custserv
2011-08-17 1:42 am susanborst Q5 - Yes, because many of the issues are complex with forms/rules
and usually there is no "one size fits all" answer. #custserv
2011-08-17 1:42 am MarshaCollier @rbacal I have had DMV and Tax office employees go above and
beyond when they didn't have to #CustServ
2011-08-17 1:42 am bikespoke RTadrielhampton The week in Gov 2.0 - http://t.co/vrHRGQZ from
@digiphile #custserv
2011-08-17 1:42 am rbacal @JeffreyJKingman Q5 Much different, but I'm biased, since I wrote a
workbook on angry customers JUST for government. #custserv
2011-08-17 1:42 am jnoche Agree RT @BarryBirkett: @jeffreyjkingman Everyone has constraints
- even enforcing the rules could be done with a smile & empathy!
#custserv
2011-08-17 1:42 am BlakeLandau @rbacal my comment referred to the #custserv incompetence not
only of the ppl at the top, but all the way through to the frontlines
2011-08-17 1:42 am JeffreyJKingman @rbacal ZTrue - policies being the dept interpretations of the
legislations #custserv
2011-08-17 1:42 am MarshaCollier @susanborst Isn't that one of the things we always need to face? One
size rarely fits all #custserv
2011-08-17 1:43 am JodyRogers A4: Same. It takes leadership to be the customer advocate #custserv
2011-08-17 1:43 am MarshaCollier #custserv RT @MarcelinaJ: @MarshaCollier Lots of orgs/companies
just broadcasting. Nothing else. They're not "doing it right."
2011-08-17 1:43 am pocojuan if we are customer centric the same responsive listening rules apply in
or out of gov and up and down the org feeding chain #custserv
2011-08-17 1:43 am MarshaCollier RT @pocojuan: if we are customer centric the same responsive
listening rules apply in or out of gov and up and down the org feeding
chain #custserv
2011-08-17 1:43 am JodyRogers RT @MarshaCollier: Q5: For training purposes, do you feel customer
service agent training should be any different for the government?
#custserv
2011-08-17 1:43 am jnoche RT @pocojuan: if we are customer centric the same responsive
listening rules apply in or out of gov and up and down the org feeding
chain #custserv
2011-08-17 1:43 am ImMarkBernhardt A5: Yes, as @rbacal et al have discussed, fed/state/local are
different. Yet, just as SMB/Enterprise have commonalities, so govt
#custserv
2011-08-17 1:44 am action_jay While on hold today I had a looping message reminding me that my
agent won't be able to speed up any process or tolerate language
#custserv
2011-08-17 1:44 am MarshaCollier I was hoping one of the training experts in #custserv could answer
Q5
2011-08-17 1:44 am rbacal @MarshaCollier Indeed. I've worked with both up here in Canada.
Driver testers are great to spend time with. #CustServ
2011-08-17 1:44 am AbhilashaEntInc RT @MarshaCollier: I was hoping one of the training experts in
#custserv could answer Q5
2011-08-17 1:44 am AbhilashaEntInc RT @pocojuan: if we are customer centric the same responsive
listening rules apply in or out of gov and up and down the org feeding
chain #custserv
2011-08-17 1:44 am bikespoke @JeffreyJKingman @rbacal That's the problem, focus on
bureaucratic layers prevent individual accountability or responsibility
#custserv
2011-08-17 1:44 am JeffreyJKingman I grew up in US Govt civil service family (2 generations). Always
underlying assumptions of glacial change pace. #custserv
2011-08-17 1:44 am mone1010 managers put in their own view also RT @JeffreyJKingman: @rbacal
ZTrue policies being the dept interpretations of the legislations
#custserv
2011-08-17 1:45 am BryanPerson Like what @EvansDave is cooking up for #SXSW: a discussion of the
evolution of #CustServ for social. http://ow.ly/64XuQ
2011-08-17 1:45 am allegiancetweet #custserv Good article, The changing landscape of Online
Qualitative Research http://t.co/VOHyRJ5
2011-08-17 1:45 am GregOrtbach @action_jay Wow - talk about managing expectations - nothing like
adding fuel to the fire. #custserv
2011-08-17 1:45 am AbhilashaEntInc RT @MarshaCollier: #custserv RT @MarcelinaJ: @MarshaCollier
Lots of orgs/companies just broadcasting. Nothing else. They're not
"doing it right."
2011-08-17 1:45 am MarshaCollier Nice ...RT @action_jay On hold had looping message reminding me
that agent won't be able to speed up process or tolerate language
#custserv
2011-08-17 1:45 am CatherineGrison RT @JodyRogers: A4: Same. It takes leadership 2 B the customer
advocate #custserv => Oui & usually 2 fight against yr own
company/leaders
2011-08-17 1:45 am AbhilashaEntInc RT @MarshaCollier: Good addition RT @mbta535: @MarshaCollier
Try this one: http://t.co/tBEg5nI #custserv
2011-08-17 1:45 am rbacal @JeffreyJKingman On the nose. Often the details aren't set in
legislation. It gets kinda complicated. #custserv
2011-08-17 1:45 am AbhilashaEntInc RT @MarshaCollier: Q5: For training purposes, do you feel customer
service agent training should be any different for the government?
#custserv
2011-08-17 1:45 am chasmiller @GregOrtbach @CatherineGrison For me, I left a #govt job for the
#commercial sector during the Peace Dividend days #custserv
2011-08-17 1:45 am AbhilashaEntInc RT @evanhamilton: There's no panic button with #Gov #CustServ.
You can't bitch on Twitter or boycott, really. You perceive it as
immovable. #custserv
2011-08-17 1:45 am AbhilashaEntInc RT @MarshaCollier: When filling out tax forms, I truly enjoy the
statement of how long filling out the form should take us #custserv
2011-08-17 1:46 am heidimiller From the @spokencomm #custserv blog: will your customers or
employees take a bullet for you? http://t.co/75MV54C (roundup post)
2011-08-17 1:46 am AbhilashaEntInc RT @ImMarkBernhardt: Goes to #techradio segment re: keeping
home phone vs. mobile/other. RT @MarshaCollier: Use Google voice
to answer calls! #custserv
2011-08-17 1:46 am MarshaCollier @JeffreyJKingman That's why you didn't become a letter carrier?.
#custserv
2011-08-17 1:46 am JeffreyJKingman @rbacal And next political cycle legislation changes... thereby
changing policies #custserv
2011-08-17 1:46 am pocojuan if you treat the cust facing person like crap that's how they will treat
the cust - in or out of gov culture eats train for lunch #custserv
2011-08-17 1:46 am mone1010 civil servant jobs ain't what they used to be RT @JeffreyJKingman:
Always underlying assumptions of glacial change pace. #custserv
2011-08-17 1:46 am CustServGreeter Welcome to the chat @AbhilashaEntInc #custserv
2011-08-17 1:46 am AbhilashaEntInc RT @MarshaCollier: Time to get going. Good topic tonight!
"Government Bureaucracy & Customer Service to the Public : How to
 Improve?" #custserv
2011-08-17 1:46 am Michael_Lytle A5 Yes, When it comes to supporting gov't agencies, it is important to
have knowledge of gov't regulations and requirements #custserv
2011-08-17 1:46 am rbacal @mone1010 Indeed managers do interpret, sometimes badly. One
problem IS communication thru hierarchy. #custserv
2011-08-17 1:46 am JeffreyJKingman @rbacal Vicious circle fueled by politics and lobbyists impacts public
perception of govt custserv #custserv
2011-08-17 1:47 am mone1010 political meaness RT @JeffreyJKingman: @rbacal And next political
cycle legislation changes... thereby changing policies #custserv
2011-08-17 1:47 am GregOrtbach Interesting. RT @chasmiller: @GregOrtbach @CatherineGrison For
me, I left a govt job for commercial during the Peace Dividend days
#custserv
2011-08-17 1:47 am BlakeLandau The #custserv problems we see in private sector are more
pronounced in public sector due to forced #gov transparency.
2011-08-17 1:47 am JeffreyJKingman 6. How can govt agencies change negative customer service
perception to positive (specifics)? #custserv #custserv
2011-08-17 1:47 am mone1010 everyone loses RT @JeffreyJKingman: @rbacal Vicious circle fueled
by politics/obbyists impacts public perception of govt custserv
#custserv
2011-08-17 1:47 am GregOrtbach 13 minute countdown - anyone seen the @zappos website lately?
#custserv
2011-08-17 1:47 am JeffreyJKingman Q6. How can govt agencies change negative customer service
perception to positive (specifics)? #custserv #custserv
2011-08-17 1:47 am MarshaCollier @BlakeLandau Wait? Isn't transparency the byword in business today
as well? #custserv #gov
2011-08-17 1:47 am rbacal @JeffreyJKingman Indeed. Speaking from personal experience, the
instability can be devastating for committed employees. #custserv
2011-08-17 1:47 am CatherineGrison Oui but they get also lot of disdain RT @BarryBirkett Every1 has
constraints even enforcing the rules cld B done w/ smil/empathy!
#custserv
2011-08-17 1:48 am rbacal RT @JeffreyJKingman: @rbacal Vicious circle fueled by politics and
lobbyists impacts public perception of govt custserv #custserv
2011-08-17 1:48 am mone1010 Consistency is needed RT @rbacal: Indeed managers do interpret,
sometimes badly. One problem IS communication thru hierarchy.
#custserv
2011-08-17 1:48 am pocojuan the customer centric culture survives administrations - if modeled by
apolit middle mgrs #custserv
2011-08-17 1:48 am susanborst @MarshaCollier Seems easier for Zappos, eg, is shoe avail in size 8?
yes or no. Not as easy for tax/dmv/etc ?s.(take that drink!) #custserv
2011-08-17 1:48 am bikespoke @JeffreyJKingman @rbacal So you are saying gov policies aren't
really built to scale #custserv resulting ineffectiveness across the
board
2011-08-17 1:48 am rbacal @JeffreyJKingman Another point. The majority of govt ee's I've
worked with are incredibly frustrated when they can't help #custserv
2011-08-17 1:48 am mbta535 RT @pocojuan: if we are customer centric the same responsive
listening rules apply in or out of gov and up and down the org feeding
chain #custserv
2011-08-17 1:49 am rbacal RT @mone1010: Consistency is needed RT @rbacal: Indeed
managers do interpret, sometimes badly. One problem IS
communication thru hierarchy. #custserv
2011-08-17 1:49 am JodyRogers A5: Yes! They should have to "mystery shop" their agency regularly to
understand the experience #custserv
2011-08-17 1:49 am jnoche A6: 1st, genuinely acknowledge there is a prob, 2nd, ask for input,
3rd, implement the changes and measure/report #custserv
2011-08-17 1:49 am pocojuan zappos is not about shoes its about culture #custserv
2011-08-17 1:49 am CustServGreeter @JeffreyJKingman Q6: There are initiatives in the UK, in Canada and
in some branches of US governement aimed at improving #custserv
2011-08-17 1:49 am CatherineGrison @chasmiller and how do you feel about your move? #custserv cc
@gregortbach
2011-08-17 1:49 am JeffreyJKingman @rbacal Yes - even top level seasoned civil service gets cynicism due
to cyclic nature of legislation/policy mgmt >> impacts #custserv
2011-08-17 1:49 am mone1010 A6: I did it by engaging the customer, reagrdless if they were internal
or externa - promised them I was different l #custserv
2011-08-17 1:49 am chasmiller @JeffreyJKingman @rbacal In general, businesses prefer a split
#govt -- change is less likely and #govt #custserv more "predictable"
2011-08-17 1:49 am GregOrtbach @catykobe Thanks for the #custserv RT Caty ;)
2011-08-17 1:50 am BarryBirkett @catherinegrison Good point - we seem to feel an entitlement to
#custserv from govt that results in treatment we would not give
others!
2011-08-17 1:50 am RoyAtkinson Additional discussions in the #CustServ Exchange LinkedIn group
http://ow.ly/64kb4
2011-08-17 1:50 am BlakeLandau @MarshaCollier Disparity betwn the image leaders THINK theyre
giving off, & image as seen on frontlines by staff. #custserv
#lipservice
2011-08-17 1:50 am robinmccu A6: close their offices #custserv
2011-08-17 1:50 am JodyRogers A5 part duex: Maybe they won't be able to change it, but can
understand it #custserv
2011-08-17 1:50 am GregOrtbach @jnoche Thanks for the RT John re: indifference in #custserv
2011-08-17 1:50 am pocojuan when custserv cust experience goes up costs go down - duh!
#custserv
2011-08-17 1:50 am jnoche no matter the industry, providing bad #custserv should not be the
norm
2011-08-17 1:50 am MarshaCollier @CustServGreeter Did you see http://t.co/7BByESn (to your point)
#custserv
2011-08-17 1:50 am JeffreyJKingman 10 Minute #Zappos Bell #custserv
2011-08-17 1:50 am CatherineGrison OUI. It kills them, so they have 2 put a cold barrier. RT @rbacal:
majority of govt ee's incredibly frustrated when they cnt help
#custserv
2011-08-17 1:50 am rbacal RT @pocojuan: the customer centric culture survives administrations
- Indeed. The civil service provides stability when allowed #custserv
2011-08-17 1:51 am MarshaCollier @susanborst Exactly. But rules can be delivered with personality and
caring, no? #custserv
2011-08-17 1:51 am BlakeLandau RT @jnoche: no matter the industry, providing bad #custserv should
not be the norm
2011-08-17 1:51 am rbacal RT @pocojuan: the customer centric culture survives administrations
- #custserv SO on the nose, it's worth another retweet
2011-08-17 1:51 am mone1010 RT @JeffreyJKingman: 10 Minute #Zappos Bell #custserv
2011-08-17 1:51 am isfitz Seth's Blog: Three things clients and customers want
http://t.co/0ORbBzQ - Results, Thrills, Ego - is your #CustServ
delivering?
2011-08-17 1:51 am CustServGreeter @JeffreyJKingman The most developed gov't #custserv program is
the UK's Customer Service Excellence Standard.
2011-08-17 1:51 am Lil_Baby_BooBoo RT @rbacal: RT @pocojuan: the customer centric culture survives
administrations - #custserv SO on the nose, it's worth another
retweet
2011-08-17 1:51 am LovelyLu Cheers RT @JeffreyJKingman: 10 Minute #Zappos Bell #custserv
2011-08-17 1:51 am JeffreyJKingman I gotta hand it to govt custserv; I think they have bigger challenge than
private/commercial/nonprofit sector #custserv
2011-08-17 1:51 am CatherineGrison exact RT @BarryBirkett: Cat, gd point - we seem 2 feel an entitlement
2 #custserv from govt that results in treatment we wld not giv others!
2011-08-17 1:51 am JeffreyJKingman RT @CustServGreeter: @JeffreyJKingman The most developed govt
#custserv program is the UKs Customer Service Excellence
Standard. #custserv
2011-08-17 1:51 am evanhamilton RT @JodyRogers: A5: Yes! #Gov should have to "mystery shop" their
agency regularly to understand the experience #custserv
2011-08-17 1:51 am chasmiller @CatherineGrison @gregortbach I applied what I learned in #govt
text mining intelligence to #custserv #whitehat intel <-- :-)
2011-08-17 1:51 am CustServGreeter Raise a beverage! RT @GregOrtbach: 13 minute countdown -
anyone seen the @zappos website lately? #custserv
2011-08-17 1:52 am bikespoke @susanborst @MarshaCollier no RFQ or RFP or consultant,
committee, etc needed to decide #custserv
2011-08-17 1:52 am MarshaCollier RT @evanhamilton: RT @JodyRogers: A5: Yes! #Gov should have to
"mystery shop" their agency regularly to understand the experience
#custserv
2011-08-17 1:52 am MarshaCollier @bikespoke Agreed! #custserv
2011-08-17 1:52 am GregOrtbach Nice. RT @chasmiller: @gregortbach I applied what I learned in #govt
text mining intelligence to #custserv #whitehat intel <-- :-) #custserv
2011-08-17 1:52 am bikespoke RT @CustServGreeter: @JeffreyJKingman The most developed gov't
#custserv program is the UK's Customer Service Excellence
Standard.
2011-08-17 1:52 am chasmiller RT @rbacal: RT @pocojuan: the customer centric culture survives
administrations - #custserv SO on the nose, it's worth another
retweet
2011-08-17 1:52 am rbacal @mbta535 @pocojuan #custserv Many skills cross over, BUT
government clientele wants/needs way different fro… (cont)
http://t.co/vACzZSO
2011-08-17 1:52 am JodyRogers RT @JeffreyJKingman: 6. How can govt agencies change
negative customer service perception to positive (specifics)?
#custserv #custserv
2011-08-17 1:52 am Michael_Lytle A6 Why cant gov agencies use KPI metrics and surveys to identify
areas of improvement , measure, report, correct #custserv
2011-08-17 1:53 am MarshaCollier LOL, I don't think that would really help RT @robinmccu: A6: close
their offices #custserv
2011-08-17 1:53 am mone1010 Agreed RT @JeffreyJKingman: I gotta hand it to govt custserv think
they have bigger challenge than private/comm/nonprofit sector
#custserv
2011-08-17 1:53 am CatherineGrison @chasmiller so your experience was totally transferable? #custserv
2011-08-17 1:53 am MarshaCollier Tonight's chat will be archived later at Twitter Customer Service
#custserv Chats http://t.co/5STkjG6
2011-08-17 1:53 am bikespoke @evanhamilton @JodyRogers Create a new Federal Dept of Mystery
 Shoppers! Like It, More Jobs #custserv
2011-08-17 1:53 am pocojuan responsive listening culture is spelled the same way in gov and
private secroit #custserv
2011-08-17 1:54 am mone1010 They do and then the policies change - death by red tapeRT
@Michael_Lytle: A6 Why cant gov agencies use KPI metrics ?
#custserv
2011-08-17 1:54 am rbacal @JeffreyJKingman The better senior execs often leave. I know a lot
of deputy ministers (Like CEO's) that did out of frustration. #custserv
2011-08-17 1:54 am MarshaCollier Appreciate everyone's point of view tonight, nice to hear what you
have to say #custserv
2011-08-17 1:54 am bikespoke @Michael_Lytle Tenture breaks the whole concept #custserv
2011-08-17 1:54 am JeffreyJKingman @bikespoke @evanhamilton @JodyRogers Do you get a badge and
pat-down responsibilties as a FDMS Agent? #custserv
2011-08-17 1:54 am CatherineGrison oui RT @JodyRogers: A5: Yes! #Gov shld have 2 "mystery shop"
their agency regularly 2 understand the experience #custserv
2011-08-17 1:55 am RoyAtkinson Additional resources on #CustServ Exchange on Ning
http://t.co/GyL3nJI
2011-08-17 1:55 am JodyRogers A6: Easy. Tell/show us what they've done to make it easier. Even of
it's not huge, the gesture alone will go a long way #custserv
2011-08-17 1:55 am pocojuan punitive customer service training measures produce sabotague
resentment and pushback same as customers #custserv
2011-08-17 1:55 am MarshaCollier Indeed it does! RT @bikespoke: Tenture breaks the whole concept
#custserv
2011-08-17 1:55 am achtung_jay @bikespoke @evanhamilton @JodyRogers mystery shoppers?
spies?! Not in my administration! #custserv
2011-08-17 1:55 am CustServGreeter Thanks for joining the chat @Michael_Lytle #custserv
2011-08-17 1:55 am ImMarkBernhardt int/ext audit? MT @Michael_Lytle: A6 ... use KPI metrics/surveys to
identify areas of improvement, measure, report, correct #custserv
2011-08-17 1:55 am rbacal @bikespoke I've done...uh informal mystery shopping in government
as part of my #custserv consulting, AND worked on the line for
clients.
2011-08-17 1:55 am fusedlogic @CustServGreeter Thanks Roy, interesting chat. #custserv
2011-08-17 1:56 am bikespoke @JeffreyJKingman @evanhamilton @JodyRogers Lets create a fact
finding commitee #custserv
2011-08-17 1:56 am robinmccu @MarshaCollier shucks!#custserv
2011-08-17 1:56 am MarshaCollier Agreed RT @chasmiller Govt #custserv seems more friendly on the
local level - accountability when you see reps at local eateries ;-)
2011-08-17 1:56 am mone1010 Yup :)RT @achtung_jay: @bikespoke @evanhamilton @JodyRogers
mystery shoppers? spies?! Not in my administration! #custserv
2011-08-17 1:56 am JeffreyJKingman Interesting that this weekly chat has very few who do govt custserv
#custserv
2011-08-17 1:56 am MarshaCollier @fusedlogic Please join us again. We discuss #custserv on all levels
every Tuesday #custserv
2011-08-17 1:57 am JodyRogers @Michael_Lytle They've never been challenged/incented to do so
#custserv
2011-08-17 1:57 am rbacal @pocojuan "punitive customer service training " Sounds interesting.
What's it mean? #custserv
2011-08-17 1:57 am mone1010 I confess - I've done it :) RT @JeffreyJKingman: Interesting that this
weekly chat has very few who do govt custserv #custserv
2011-08-17 1:57 am MarshaCollier NOW is the time for you to tweet any off-topic links you wish to share
 with the #custserv participants
2011-08-17 1:57 am action_jay @JeffreyJKingman I have a feeling gov workers probably wanna
leave work at work and might not tweet much about it #custserv
2011-08-17 1:57 am JeffreyJKingman @MarshaCollier We have topic for the 30th - but what about next
week? #custserv
2011-08-17 1:57 am JeffreyJKingman Bondage. Dungeons. RT @rbacal: @pocojuan "punitive customer
service training " Sounds interesting. Whats it mean? #custserv
2011-08-17 1:57 am pocojuan yes cust serv locally is better because of - amazing - relationships
#custserv
2011-08-17 1:58 am bikespoke @rbacal Gov should rotate it's own employees to learn from each
other. Common Sense #custserv
2011-08-17 1:58 am fusedlogic @MarshaCollier Thanks Marsha, I'll look to parachute in when I can.
Was there one thought that really stuck with you tonight? #custserv
2011-08-17 1:58 am JeffreyJKingman @pocojuan One reason I like knowing small towns. #custserv
2011-08-17 1:58 am chasmiller @CatherineGrison Areas of #govt inform commercial biz. @NASA is
often cited - text mining for #custserv was mine ....if i say more...ya
know
2011-08-17 1:58 am pocojuan cust serv reps in gov are getting taken to the cleaners tonite - that is
actually their exp - tough on morale #custserv
2011-08-17 1:59 am socialcustomers Are CRM and Social CRM the same? The SCRM Guru [humor] -
http://t.co/LGjR0eP #crm #scrm #custserv: Are CRM......
http://t.co/fQpfIzO
2011-08-17 1:59 am MarshaCollier We have a special surprise for the 30th, please watch
@JeffreyJKingman & my stream for details #custserv
2011-08-17 1:59 am MarshaCollier Pls VOTE!! SXSW CustomerService ROI Panel by @dnatalie
@kathyherrmann @marshacollier @blakelandau http://t.co/9gmo8vV
#CustServ
2011-08-17 1:59 am ImMarkBernhardt @JeffreyJKingman What senators & reps do on their own time...
#custserv
2011-08-17 1:59 am CustServGreeter Thanks again to hosts @MarshaCollier and @JeffreyJKingman for
organizing the #custserv chat.
2011-08-17 1:59 am action_jay @pocojuan I believe it! poor guys #custserv
2011-08-17 1:59 am mone1010 Supporting employees would be a nice change RT @bikespoke:
@rbacal Gov should rotate it's own employees to learn from each
other. #custserv
2011-08-17 1:59 am GregOrtbach Thanks everyone for sharing your wisdom with me each week during
#custserv
2011-08-17 1:59 am GregOrtbach RT @CustServGreeter: Thanks again to hosts @MarshaCollier and
@JeffreyJKingman for organizing the #custserv chat. #custserv
2011-08-17 1:59 am MarshaCollier Please DM any topic ideas for next week's #custserv to me or to
@JeffreyJKingman
2011-08-17 1:59 am MelindaHamby RT @MarshaCollier: Have you noticed the Government Twitter
accounts (including politicians) are more broadcast than engaging?
#custserv
2011-08-17 1:59 am rbacal The Customer Service Zone. Stop by, it's probably the largest
(second largest) collection of #custserv stuff on planet.
http://t.co/i70SvRa