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What are some ways to avoid saying 'No' to customers?

What are some ways to avoid saying 'No' to customers?

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Published by Marsha Collier
Transcript of 7/31/2012 Twitter #custserv chat
Transcript of 7/31/2012 Twitter #custserv chat

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Published by: Marsha Collier on Aug 01, 2012
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08/02/2012

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sign u p fo r a fr e e a c c 0 u n t

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ts 114 cont ribut ors 276 ret weet s 214 @ epl i es

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Tweet atrust Serv(]eet8erart s now: "'Nat are sorre wa'f3 to avoid s ay n q : I\b' #cust se r v atnwieberneit joining #oustoserallt er sorre abst ir@ftlEE!Q0tHbach @lust Ser v(] eet eram on t ur key: -) a fib 'At kin son RT @lu s t Se r v (] e e t ~ r art s now: "Wa tar e so rre wa 'f3 t 0 say n 9 , I\b' t 0 c u s t ttxmsrt ~ r v atnpgoebel RT@b\At kinsonT:opic for tonight's chat: "Wat are so a v 0 ids a y n 9 , I\b' t 0 c u s t 0 rre r s?' 9 AM IIiS tl seWI\xlPT atrust Serv(]eet@rvviebern~tld to see }OU for ticilstcSm-tv! a tj e gO t b a c h So gr eat 2 C U Th 0 rn:@ !wiRfb ern ej i b i:n i n 9 #au st CB e r v aft e r s 0 rre a b s tin ~ e~O Hi b a c ~u s t Se r v (] e e t era m on t urkey:-) a tj egO t b a c h (]) 0 d eve n i n 9 Pa t ! Ca ret c#qlJ5~ ns e nfu n lie r a bit 0ni~ RT @>at M.lssi euW egO t bacH-li o eg! ! ! ara t eNlsser Tweet chat was ver y slow d ur i ng chat I ast hour. f-br #cust se r v atj egO t bach (] eat t 0 see }OU ~t e. WI~tmeN3.l5lSerTweet chat was ver y slow d ur i ng chat I ast hour. f-W#pest tse<rM ches L a tru s t Se r v (] e e t @ ~ tie VijB u bet the rra gi c bow tie ish a p pen in' t his #cust se r v a man k EI i as 0 n Ti rre fo#Cus t Se r Mn d #Sl\,Ch at Bus y nigh t ! If}O u h a v e c h a read post on A lay t 0 be #Posihtt itv131l\Od)ciadl 2B U7Q5V a tn wi e be r n e i t B est wa y t 0 say" no" t 0 #c us t 0 rre r i s gi vi n gab et t E the i r i n t#ews:tsse r v atjegOt bach IDes abst inence rrea#CpsblSe1v) R@wiebernejibi:ning i n t#oust se rallt e r so rre a bs tin en ce. a Ml r s h a Co I lie rRT @i" an k EI i as 0 rTi:rre fc#ICus t Se r Mn d #Sl\,Ch at Bus y nigh t }Ou have chance read post on A lay t 0 be #Posi t i vel y. ht t p:llt .co/2BU7Q5V a tru s t Se r v (] e e t @B"t e Nl sse rH, ~ t e! I' mho pin 9 the s t rea m k e e p sup, #cust se r v a tru s t Se r v (] e e t r co - h ~ ffr e '}(.I{ n grrn.n i s 0 ff t his eve n i n 9 dis co v e r i n ~ height s or t r y n q a ne#.c[Jsti~.v:) a hit ITO 0 P @b)At kin so rIVb r n i n 9 Fb Y. It's SO ny b~eus~ nsre r v a tj e gO t b a c h I\b w the r e' sac hap t hat b r i gh ten s the roo m Ho war @i"ankEI iasorTi:rre fc#ICust SerMnd #Sl\,Chat Busynight! atrust Ser v(] eet@jrankEI i asoh'i, Ff an k - You ar e a cl#aus:t ise r ~uy. aMlr shaCol I i erTon i ght#CSJst se rona t wi I I be ar chi ved wi t h t he ot her http:// t . col CIS5 h Sj B

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ierSt art s now: "'Nat are some wa'f3 to avoid s ay n q : I\b' #cust se r v atmegOt bach RT @/I3.rshaCol I i8trart snow: "Wat are some wa'f3 to a' say n 9 , I\b' t 0 c u s t ttxmsrt ~ r v atnwieberneit ~egOt bachl 01 - no, it means me cat ching some sur #cust se r v ai:!J..f.Q..gt s RT @/I3.rshaCol I i eO"n i gh1#cBst serahat wi I I be ar chi ved \ the ot hehts t ar.v z t .co/S6s7rt Vx aired Cur tin Wves t 0 ~ust Serv i en<@!egO t bac~ust Ser v(] eet er @ ttl e@mvel ')!.u @i" an kEI i as@.t eNlsser#cs #cx #usgu'f3 #cust se r v atm egO t bach @,trroop f-bw ar e ~u si n. WI cttCu::stt SIH v atrust Ser v(] e e t ree - ~u aer up I at e. yrpi C@\tIJ'mIO'P::) RT @b)At kin so rI\Jb r n i n 9 Fb Y. It's so ny b~eus~ nsre r v a m veben e ~u s t Se r v (] e e #m.rs t 5 e rIMsten h a r d t 0 wh a t the pro b I o ffe r a I t ern at i v e s . a Ml r s h a Co lie r@i" an k EI i as o([i) 0 d t 0 see ~ u. Ws jus t ~ i n e wi t h #cust ser-v nice guy. RT @/I3.rs h a Co I I i 8tr art s now: "Wa tar e some wa 'f3 t 0 a' atnpgoebel say n 9 , I\b' t 0 c u s t ttxmsrt ~ r v atmegOt bach @ivebenel-ello IVarl a. Thanks for #0li1S1tilS~n.AS at a tru s t Se r v (] e e t @.1l r s h a Co I I i f«>rVId 1, IVar s Iltcu 5 t 5 e r v atovel ')!.u @"ed Cur t i!fey Ted - so gl ad t O#SB5&t ~e.t~ v atm egO t bach Hel I o! @Ted Cur t i itNves t 0 ~ust Ser v i en d s! ~u s t Se r v (] e e ~r t I e@mve I ')!.u @i" an k EI i as 0 n ~t eNlsser#cs #cx #usgu'f3 a Ml r s h a Co I lie r(]) 0 t 0 sfrol.l 5 t 5 e @ie d Cu r t ~ e gO t b a c@ i v e ben e @ wi e be r n @i" ta n k EI i a s c@.t rro 0 p @ fo u t @> vel ')!.u a man k EI i as 0 n Ins tea d 0 f say n 9 n 0 fo c us 0 n sol uti 0 n s t hat wi I list en in 9 tot he#CUst Bene" ara t eNlsser RT @/I3.rs h a Co I I i 8tr art s now: "Wa tar e some wa 'f3 t 0 a' say n 9 , I\b' t 0 c u s t ttxmsrt ~ r v a tm e gO t b a c h @ fo u t sh a n k s SO rnuc h fo r be i n 9 h e #Gu Set nsB: r Iv a tn wi e be r n e i t RT @i" a n k EI i a s 0 rIrt s tea d 0 f say n 9 n 0 fo c u son sol uti 0 n wo r k. Th eke y i s rea I I Y lis ten i n g#Cw; tt $e:r \Cl$S t !o me r atrust Serv(]eet@rvebene:(])od evening! Thank -t he quest ions are com fo r ge t t Ql:cpst 5 e ri V1 }O u r t we e t sot he c hat fo I k s c a I aMlr shaCol I i er~t e r-as s e rrs o d t 0 see ~u t (#cu!!tll:t s:e!r v ahij<en He I I 0 eve r }O n e - (] eat t 0 be 0 n t #n 8 5 t Ilia: r vt 0 nigh t . ai'ml aAfshar AI wa 'f3 co mrnun i cat e wi t h d i gn i t Y and res p e c t - d e fa u I rat ional i ze to a fai r#<Cii5il:psertvi on. aMlrkOI an Hi a I I , can' t s t a y fo r too Ion g, but httctg; n '5 Sf) ftI a t #cust se r v atm egO t bach It's a pi easur e t 0 have ~u her e Sh@l\kEWI:cl:m1el! oRT eve r ~ n e - (] eat t 0 be 0 nth e#mtstt 5 Et rom i gh t . atrust Ser v(] eet@ijsen Hi, Shep - al wa'f3 a p#me;~LSEer.v a i:!J..f.Q..g ts RT ~ e gO t b a c I@ fo u t Jh a n k s SO rnuc h fo r be i n 9 her e J3. n #Cust ser v ahij<en St art wi t h the y rea son s ~ u h a vet 0 say" no." It' s ~ u' reo u t 0 f s t 0 c k , n eve r ftca.rst i sel r vt , etc. aMlrshaCol1

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Thanks for st opping in@A=l.rkQRanH all, can't st ayf Ion g, but han gi n' fo r a #b us t SE~¥l se r v aMHshaCol1 ierHere we go! 01: Wat night be sorre circurrst ances whe ca n not say ~ s t 0 a CtilSdJ&ll1S3E1r?v a sa n che z b 6teni ng al I! Yes or no? "Ty anny of the CR" Sorret i rre s the r i gh tan s we r fo r t I#e usdI ss ee lYe r . afBet hSkl ar @A=l.rshaColl iiErlrst ead of "no" , present t hem wit h ani #cust se r v atmegOt bach WI corre ..be. I@anchelj b6tening all! Yes or no? "Ty a n r the CR" So rre t i rre s "I\b" rra y bet her i gh tan s we r fo r #cust se r v a man k EI i a son RT @fa I a Afs h a r A\I wa 'f3 co rrrru n i cat e wi t h d i gn i t Y and res d e fa u Itt 0 ~ san d rat ion a I i 2e t *c as fas e r Gt i s po sit i 0 ara t eNlsser Spend t i rre bui I di ng trust & cust orrer s seek ~ur ad t 0 a yII£ust ser v atmegOt bach (]eat point Set h. Thanks for @lelrii$kg as: RT @4l r s h a Co I Iii eirs tea d 0 f "n 0" , pre sen t the m wi t han I #cust se r v afn a n k B iason RT@ijsen: St art wit h t heyreasons ~u have to say"r i mror ai, }Qu' r e out of st ock, n e veeusta se r ed it, et ( a tru s t Se r v (] e e t Rf r @A=I. r s h a Co I I i I::!Ia! r. e we go! 01: Wa t rn gh t be s 0 rre ci rcurrst ances when ~u cannot s ay je s 1#CUSl.tsleS'"tvorrer aMlrshaCol ierAiI -in-onE@ijRfn: St art w t heyreasons }Qu have to s It's i I legal, i mror al , ~u' r e out of st#cclst SlB"V\er ca ahij<en A1: Oi ce ~u det er rn ne why ~u woul d ever have to sa wo r k 0 n wa 'f3 t 0 a v 0 i d i t fo ran ,<Cllslb ere me a son. a aev e n t hrran .us t rrade it! (]eet ings trousrtyseev;) ai'ml aAfshar A cust orrer' s per cept ion is our real it Y to rranage pro fe s s ion a lis m, and c I ear c o#nust i sa t von. @fa I a Afs h a r(]) 0 d eve n i n 9 Va I a - s 0 gl a d ~ u co u I d rra k e atm egO t bach #Cust se.r v atar vi n Mlr ket i @Jager shel @roger si ncanai'dtC!th pr ai se fo#cLtslJESer~ent I spoke t o. Mlssi ve pi an changes, & e x r errel y cour t E #t ha n k s a act ion ay @4lrshaCol iMrspeaking from the ISP/Wrel ess space, sorret i rres e xie ct at ions ar e j ust#dus:pser<N-e8l1 it Y. THEFt a tm e gO t b a c h RT @A=I. r s h a Co I I i I::!Ia! r. e we go! 01: Wa t rn gh t be s 0 rre ci rcurrst ances when ~u cannot s ay je s 1#CUSl.tsleS'"tvorrer affilobFbundt reelllt1 rat her be honest about I init at ions or e xie ct a" sorre sal es guy ~ssi ng a cust om#culsb S<mQ!CYt h. a i'ml a Afs h a r ~ egO t b a c 11 han k ~ u sir, gl ad t 0 b e#b~r s e rov I ear n a¢tiSHuret Sorryt 0 be Tardy#6Dst 5er~rt y-greet ings, All! ara t eNlsser RT @ijsen: St ar twit h they reason s ~u have t 0 say" r i mror ai, }Qu' r e out of st ock, n e veeusta se r ed it, et ( ampgoebel PJ. ny corrpany, say ng 'no' to cust r equi r es e)€c appr t hem on t op of cLlltdusrt ~.ocust eo a tru s t Se r v (] e e t @'a I a Afs h a @ eve nth rra (]) 0 d eve n i #1qJ1 s t s e r v a ¢tiSHuret @ eve nth rra hie y ~ u IICu s t s e r v atrust Ser v(] eetRfr@ pgoebelPJ. ny corrpany, say ng 'no' t 0 cust r equi r E

atmegOt

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a p pro val. ~ e pst hem 0 n top tb:fu s it $l:e r:fMLq;9:.e >p a run d r e w spa c e ci1fe@'a I a Afs h a r A\I wa 'f3 co rrrru n i cat e wi t h d i gn i t Y and res d e fa u Itt 0 'ft san d rat ion a I i 2e t *c as fas e r Gt i s po sit i 0 @lu s t Se r v (] e e t ge 0 d eve n i n 9 sir - gr eat t 0 see ~ u i n ai'ml aAfshar s t r e aNtIcu s t s e r v a¢ti8Huret ~ egO t bach.lJst happen ed t 0 rre t od allCi.Jst fset V I 01 ! @,ilrshaColl iJer1 Wen it sill egtdu,stssEI!lrW aMlui B I en A1: If ~ u h a vet 0 say" no" fi n d a I t ern at i ve sol uti 0 I ahij<en cust om#c.ust ser v atrust Ser v(] eet@S Hur et Hel lot MeUls:t! ser v a tn wi e b ern e itA 1: F€ que s t ni gh t not bet h 0 u gh t t h r 0 u gh 0 r a rrb i gi ( con sui tan t r 0 I e and ask, i rrp r 0 v e i r#dtl:sts S EDll'IH i n t ara t eNlsser In t ere s tin @ !fmo e be IAt ny co rrp any, say n 9 not 0 c us t r equi r es e)€c appr oval ~eps t hem on #m.liStoSe:Jl.JISt r ~ #cx#cust se r v + 1. Rl@M< en: If ~ u h a v e 0 say" no" fi n d a I t ern at i ve ai'ml aAfshar take car e of t he ~bser y RT@ pgoebelAt rrv co rrp a n y s a y n q no to cust requires ahijsen a p pro val. ~ e pst hem 0 n top tb:fu s it $l:e r:fMLq;9:.e >p #cust se r v aMlrshaCol1 ierA1: Wen t heywant ret urn shipping credit ed and t h' ret urn is" b u 'ft r s #aarsir set' v a aev e n t hrran @SHuret@lust Serv(]eet~ad to see fanil iar faces ;)n #cust se r v So rre 0 f t his s tar t s wi Mi n a gi n 9 6p e c tat ion s be fo r e h a ire d Cu r tin @,ilr shaCol I i"EW'f3 to avoi d say ng 'I\b' to cust orrer s?' #cust se r v amachell ounill.Aell"port Avat ar Eflt ers Brave I\ewWrl d of Cust orrer ht t p: I It. col uMlffi"strtser v amankEI i ason RT @'a I a Afs h a r A c u s t 0 rre r 's per c e p t ion i sou r rea lit r e qui res pat i e n c e , pro fe s s ion a lis m, and c I ear co rrm, #cust se r v ai'ml aAfshar Ii:Haul t t 0 Yffi. Be fl e x bl e#ci.J~useBu. atiegOt bach WI co rre t#£ust se @vi n rrar k et i~ Hur et @Bobroundt r @eal~ ion j@llyui BI e@"pgoebel Thanks for joining us. a Kt t e Nl sse r If it' sat rue "n 0" be c au s e it' s i I I ega let c. .. bet EI se e xil or e true needs and#e.wstES"erTM i ves. a mt om i nson31 RT @,al aAfsharlefaul t to YES. Be fl e x bl eIIdusplSOO'"aIKl. a act ion j ay @BobFbundt r eG!l.~ eed. Sal es I Mir ket i ng can bui I d be jo n d what can be del ivered, then supscust SlG!l.lSvt0 aMlrshaCol1 ier@"edCurt i<ilJit e correct. TerITS shoul d al wa'f3 be open boar d #drol..Ist ser v a in e n a i e a n ,AQre e! F@f an k EI i as 011111 s tea d 0 f say n 9 n 0 fo c us 0 n sol u t hat wi I I wo r k. Th eke y i s rea I I Y lis t ttCtis1 gSe rov the atrust Ser v(] e e t Cach l Rl@/llr shaCol I i At:: Wen t hey want ret ur n shi ppi r credit ed and t heir reason for ret urtlci.Jst"SBJ~rs re ahijsen A1: Sorret irres the cust orrer is wrong and ~u have t c I et t he m be wr 0 n 9 wi #dusii §ertvy. atnpgoebel happyt 0 cont @HagOet bac@.evinrrarket@rb!buret

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@obr oundt r@eati ii on i@n¥ui bl e~ust Ser v(] eet er #cust se r v a¢N"iellel\e')PR RT@'al aAfsharAcust orrer's percept ion is our real it y r e qui res pat i e n c e , pro fe s s ion a lis m, and c I ear co rrm, #cust se r v a ffil 0 b Fb u n d t r e eFmr@ wi e be r n eAt: : F€ que s t ni gh t not bet h 0 ugh t t h r 0 I a rrb i gi 0 us. G tin con sui tan t r 0 I e and ask, i rrp r 0 v e #cust se r v aifedCurt in AI wa.}S! R@'al aAfsha@M<en: If}Ou have to say"no" find al t er nat i ve sol ut ions tot a k scnat esecrfv#cust orrer afBet hSkl ar @,ct ion j ayha t is t rue in rrost spaces. ESpecial I yVl ser vi ceo Can't al wa.}S say ~s. l\eed r easonabl e e xie ci #cust se r v aMlr kO I an A1: when a cust orrer asks for a fr eebi e that is not but @M<en s ajs , look for an a#dust rsar vv e @achel I ouniWl1 eorre t o#lCbst seroilat Rachel atm egO t bach A los tar @i"!afiffiEI i a s ollms tea d 0 f say n 9 n 0 fo c u son sol a tn ve l \W t hat wi I I wo r k. Th eke y i s rea I I Y lis t timlisrt g; e rov the am an kEI i ason The reason I\b corres out so oft en i s c~i Sesr aa k i n pro c e s s wi t has lit tie tho u gh t asp 0 s sib Ie. Big n ai'ml aAfshar +1. Rl@M<en: Sorret i rres t he cust orrer is wr ong and }OL say no. But, let the m be wr c#reg SII1i 5 mr u i gn i t Y. @f i e I Ie I\e ')PR (]) 0 d eve n i n 9 Ar i e I - t han k s fo r be i n 9 p a atm egO t bach #Cust se rtvo night amr r eevo Infographic: f-bw is social rredia infl uer#cusgsell0'f'pers' ht t p:llt .co/aCPeEEE atrust Serv(]eet@"edCurt i(iJeat seeing jroust:;Serv a ffil 0 b Fb u n d t r e eOO I len t poi n t . Av 0 ids e a y n 9 "n 0" by ge t tin gat t hs request. Wat do}Ou REM...Ytlla:u&t?se@twieberneit ahijsen RT @j"ankEI i asorTl:1e reason I\b corres out so oft en is c rra kin gCu 5 t Se rap roc e s s wi t has lit tie tho ugh t a s #cust se r v ara t eNlsser Befor e }Ou say no, ask }Our sel f, what i t#cl.lS1teseitver ef atmegOt bach @enaj e ana n k s for being pa#Cusifselnawiscussion .e n l fe r (] ad }Ou' r e her e. aMlrshaCol ier@j"ankEIiasolnt hink I did corre up wit h a reason why, ( uses it agj:(WuStl Ser v ahijsen @lal aAfsharThan k }Ou *cost ser v Yep - not n i <@M3 HHIi" et ~ egO t ba chus t happen ed t 0 rre a tm egO t bach today, in fa«~s~a;lerv aMlrkOI an @j"ankEIiasolDlut t here are t irres when }Ou can sayl\b, }Ou ask what they woul d I i ke#Ows~&auge ai'ml aAfshar Train, t rust and errpower }Our front line errpl o je e s t e )C e p t ion s . R gi d i t Y i s not gilcldls tb s e r rve s s . a aev e n t h rra n ,AQre e! >~ e n A1: If}O u h a vet 0 say" no" fi n d a I t ern ( sol ut ion s tot ake car e o#duls~ SBJaIi*usdreJer v ahij<en YES!!! ~t eNlsserBefor e }Ou say no, ask }Our sel f, wh t he aft er tltfBst ser v a tru s t Se r v (] e e t @'a I a Afs h a rHa. - wa.itt i I }OI#c~s~ SiErt v ai:!J..f.Q..Qt s ~egOt baclnypl easure. ~an to be here rrore oft en

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#Cust Ser v a¢ti8Huret Irrp't (& difficul t ) to @/bdslo3IJCoIMriMr. Wen t heywant ret urn shipping credit when ret urning fffius'tbsJj2rr\S r a tn p go e bel As k c u s t wh a t the i rrp act wi I I be fo r t nelH Ws:err vs a y a ffilo bFb un d t r e elH ink the pr 0 bl em t h rough. To 0 e as y t 0 gi ve ani mre wi t hout under st andi ng what's act 8a.lIJstystB::ri'l1g asked a fi'.u s t Se r v (] e e t G@ r 10 'yO r co rrp any s pol i c i e s "d e fa u Itt u 0 no" a tm egO t bach I wi I I a I wa 'f3 sa v e 'yO a pr i m@geatt @h~g<Bm baclny u pi easur e. ~an t 0 be her e #(hrs~ SEft ~n ! a rm fi z " @'a I a Afs h a r: A c u s t 0 rre r 's per c e p t ion i sou r rea lit r e qui res pat i e n c e , pro fe s s ion a lis m, and c I ear co rrm, #eust se''r v atmegOt bach RT~ust Serv(]eet<aT.:1D 'yOur co rrpa n y s pol icies "defaul no" aMchael l¥ Ie A1 even if/when the cust orrer is wrong, t he fact rem "t her e is not hi ng rror e i rrp o r t ant t itlcrustoservust om am I ver del t al\t8T @'al aAfsharTr ai n, trust and errpower 'yOur fr ont lin t 0 rm k e e x e p t ion s . R gi d i t Y i s n 0 1#egs b <S em- s i n e s s . u a Iffi. i n \@w;>va RT @ijs en: Yffi!!! ~ t e Nl sse r B e fo r e 'yO usa y no, ask 'yO r s elf, u wh a tis the #ltius t s:eftelct . aMlr shaCol i er@)et hSkI aWen 'yOu sel I pr oduct & t aki ng back opened be r esol d) to be ni ceo F€t ur n shitt:qlis1gsie~:n.t 00 rruch aMlr shaCol i e rRT ~u s t Se r v (] e e t <aT.: 10 'yO r co rrp any s pol i c i e s "d e fa u I u no" RT @'al aAfsharTr ai n, trust and errpower 'yOur fr ont lin ahij<en t 0 rm k e e x e p t ion s . R gi d i t Y i s n 0 1#egs b <S em- s i n e s s . u a¢ti8Huret ~ egO t b a c li3uc c e s s fu I I Y res 0 I v e d; I wi I I gi vet hem a ton i gh t wh e nap pro p ria t e. (AI rea d y t vveItOus t:I ste h v m 0 @,1chael l¥ l(J)od evening Mchael - didn't see 'yOu co atm egO t bach WI co rre !#Cust se r v RT @M< en: RT@'a I a Afs h arT r a in, t r u s tan d e rrp 0 we r 'yO r u a Iffi. i n IJa \IDv a fr 0 n t lin e e rrp I 0 'J€ est 0 rm k e e )C e p t ion s . R gi d i t Y i s busi n esttcust ser v ara t eNlsser RT~ust Serv(]eet<aT.:1D 'yOur co rrpa n y s pol icies "defaul no" wi t h I anguage like, "ca n n o tscuan ee two not "? atnpgoebel CR...CIAL.: "@BobFbundt reelll: Avoid s ay n q "no" by get tin root of act ual I y request. 'Nat do 'yOttcl.iBLlS'errared? @wieberneit " atnpgoebel RT@ijsen: RT@i"ankEIiasorTl:le reason I\b corres out so a i s co rrp ani e s rretKlmg Se rap roc e s s wi t has lit tie th possi bl #:cust ser v a ra s o n Pr orrot e~r r y for bei ngdust s e rl-o w is ever 'yOne? a i:!J..f.Q_g t s An d wh ate I s e wi d rra k e u ~p 13 mer B e fo r e 'yO 'Nl usa y no, ask 'yOursel f, what is t l#eusftSB"neffect a aev e n t hrmn 01 c:;'E lsi t 0 k t 0 say n 0 and gi vet hem 0 the r 0 p t ion #eust se r v a¢ti8Huret @,i=I. r s h a Co I I iAe:lrd 0 t hat " we' r e rm kin gao n e - t i rre e #Cust ser v a tn ve l \til PI2. W t ryt 0 keep negat ives out of our wording all #eust se r v

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PI2. : i s n 't t hat wh a t pol i c i e s are fo r ? . . . t 0 hoi d p e wh at' s b est fo r the ttnJ.e;tt CSIBJ IV? a sa n che z b "I\b" is not necessaril ya bad thing to comrunicat e w/cont e x . Sorret i rres pr obi errs can be avoi ded by thE #cust se r v aMchael l¥ Ie ~egOt bacl1 hanks (]eg, just snuck in when nobody", #cust se r v atjegOt bach (])od show-I uv 2 share t he~bkaJr!e~egOt bach Suc c e s s fu I I Y res 0 I v e d; wi I I gi v e ash 0 u t 0 u t ton i gh 1 r#Custserv ai:!:!.fQ...!!t s RT @tankEl i asorTl:1e reason I\b corres out so oft en is c rra kin gCu 5 t Se rap roc e s s wi t has lit tie tho ugh t a s #cust se r v a tn p go e bel fo r 'P u , AI\D the c u s t " @lY< en: Y@ht!e I\H" s e r B e fo r e 'Pu say no, ask 'Pur sel f, what is t#oBstliteEtrv effect afn a n k B iason It hink corrpanies unint ent ionall ycreat e no as pol are dict at ed down wit hout list eni#rQgJstrs&l1u owt hr affilobFbundt reeMI. I prefer, "W' re unabl e t o#clusttSmtv." irro a ire d Cu r tin 10i n 9 gr eat , Ff an k! (]) 0 d t 0 see 'P @fhaem IeEl i3at$?cmm post! A lay t 0 be #Posi t itvtet '@o/dl1aL col r#C6IIU1cSer v a Ml r s h a Co I lie r@S Huret Ha h! I a mas 0 ft i e. I d 0 a I low c u s t 0 rre r 's "b I - but I sur e as heck am not pay ng t iHJustsse"pYi ng ba a tj e gO t b a c h W h a v e a sea t wa i tin 9 fo r 'P u J3. son - we I co rre! RT @l son Pr 0 rro t e s 80 r r y fo r be i ntg::u SIlt s:e rf-t>w i s eve r 'P n e ? a hij< e n PI2. : I hat e the wo r d pol icy. Ho w abo u t gu ide lin e s. Cu co' s rra k e gu ide lin e s wi t h the c u #C uste s e r '" rn n d . a tru s t Se r v (] e e t @:rs 0 n Pr 0 rro t e s l,J\b poi n t s #CCifts: ); e r v t aKtbbagelnc FOil owi#9Jst sertvweet s tonight. You shoul d too! a act ion j ay ~ egO t bactA2 got a pr et t y cl ear scope of suppor t , An'}. hing out side is usual I y"no, but hMcBsEsBTCNcan a m vebene @4lrshaCol I #eUlst se ras fr anchi sor s we can't al wa'f3 S2 behal f of individual owners. aMlr shaCol i er@.bbagelnc (])od to see#§D.lS!t serv a tj egO t b a c h WI co rre tot he s h @!btRfge Inc: FO I 0 wi~ 5 t 5 e rtvwe e t s I ton i gh t . Yo u s h 0 u I d too! aMlui B I en ~ust Ser v(] eet.Ae2 !\ever! rror e we' I I try or howabou #cust se r v a ¢tiS Huret PI2. : Po I i c i e s I Cu I t u res don' t a I wa 'f3 a I low rep s to' t for cr eat i ve al t er nat i ves. Eirpower ~uStaSES'"CN an iss ara t eNlsser F€rrerrber, when cust orrer s hear "no not never shoul ( s top lis ten i n g. Sp e a k po sit i v e s 1s t t l#IE:o 5 t1 ES~ "f n E a i:!:!.fQ...!!s t (]) 0 d que s t ion s are rra r k e t res e @ ~ote b e ~IRT c u s t what the i rrp a ct wi I I be for t hen#ebstlsecrqvng no. atrust Se r v G e e t Tea n k s l (and agr@.)btRfgelnc: FOil owi~st sertvweet s ton i gh t . Yo u s h 0 u I d too! a ma c he I lou rn I IRf r@ijs en: PI2. : I hat e the wo r d pol icy. Ho w abo u t gu i d e Cu s t 0 rre r fo c use d co' s rra k e gu ide lin e s wi t h the c us t #cust se r v aMlr shaCol I i erPl2.: I\1t lit tie corrpany never defaul t s to an'}. hi ng. W cu s t 0 rre#<rust se r v kO I an

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@an c h e lj t:J t h ink it' sarra t t e r 0 f I a n gu a ge , I ike wh wi t h t he t er m ' pol i dlcLtsbcsrer'v ul e' ai'ml aAfshar OJr et hos is: "t her e is not hi ng rror e i rrp o r t ant t h. d efaul t t 0 ~s is ot#cus1irstnr'il.. ara t eNlsser The deeper ~u get i nt 0 ~ur ovvn pr ocedur es, the rm wi I I say" no" #au~ lS!er v a Ml r s h a Co I lie r@i v e ben eI qui tea gr e e , fr a n chi sed h 0 s pit a lit y bus i n E #cust se r v a HI i c RJ I i ffs 0 n @It c h a e I l¥ I Td!1 n k s fo r the a r e c e n t fo I low, I 0 0 k fo r we #cust s e rne l at ed tweet s and e ve r y hing in-bet ween. atnpgoebel "I\b" in t he sen se of: "we bel i eve that's not real I THIS in st eaC#.c.u.s't ser v atiegOt bach @event hrrahlell 0 Shal een - great 0 M€lust)Selrbere! a i:!:!.fQ.Q t s RT @'U s t Se r v (] e e t <aT. : 10 ~ u r co rrp any s pol i c i e s "d e fa u I no" wi t h I anguage like, "ca n n cscusmse ru o not "? a hijs e n RT @S Hu ret PI2.: Po I i c i e s / Cu I t u res don t a I wa 'f3 a I low out si de t he box for cr eat i v MCBStl: Hm\B.t i ves. atrust Ser v(] eetRfr@ pgoebel" I\b" in t he sen se of: "we bel i eve that's ~ u wa n t ... Tr y THIS i n ~CBS.1dser''v a aev e n t hrran @SHuretso true ... t his is whyso rranycont act cent wit h s cr i eeust.e e r v a Kt t e Nl sse r Th e d e fa u I tis car e. Pur e #8 t1sit 5ierrpA e. a mo v 0 I 0 gi c @ I I , lis t e n@ijg@ n: A1: If ~ u h a vet 0 say" no" fi n d a I sol ut ion s tot ake car e o#duls~ snnst orrer . a sa n che z b If#custseri'f) errpowered t 0 s ay je s ;" t heyshould be e to say"no." atnwi eber nei t PI2.: W do not (~t ~ have pol i ci es - ot her than appl sense. W ar e al I wei I educat ed peopl E#austaseollsul ai'ml aAfshar Aguidel ine to consider: tot he right thing, at tI rea son s . B e#da isrt .5 e r v atiegOt bach @ovol ogiChanks so rruch for being i#£rustset\he discussion Burke! a tru s t Se r v (] e e t Rf r@'a I a Afs h a r A gu ide lin e t 0 con sid e r: tot her i gh t right t irre, for t he right r#£Bsbrser\Be fair. amovol ogic @M<en: RT@tankEIiasorTl:1e reason I\b corres out so oft I co rrp ani e s rra k#€h~ t Se r cv pro c e s s wi t has lit tie tho I possibl e aoilarl ieisaacsj oiniqst s e rtv o rn ~rrericanaflright L@jaminfl ight, let's see if the bandwidt h can keep up :) a M c h a e I l¥ I e PI2. R3. the r t han "n 0" we s h 0 u Ids ear c h fo ran d 0 ffe r c opt ion s . I\e v e r gi v e u p 0 n sol #0: u~ fS"OO bII ems. a aev e n t hrran ~egOt bacl1-leyt hanks! I'm I earning I ot s, call rre, #cust se r v affilobFbundt r eeMI. Ther e' s al wa'f3 t he "Two sl aps & a ki ss" rret hod. not e. "I\b, no, no ... "ctlstYBrv:) a I'lE t Pr 0 rro t e r Sjii> u r s t e pst 0 the fi v e wh 'f3 0 fro 0 t c a use a n a I 'f3 is: http:// t . co / 2T@"iYf3rbi pro rriltusrt se r#ce x a hij< e n RT @'a I a Afs h a rOJ ret h 0 sis: "t her e i s not h i n 9 rro rei r our c u s t 0 rre r s" - d e fa u Itt 0 ~ tic u 5 t caar vm n t r a. ati egO t bach WI corre! Ww Rl@har Ii ei sa~CS[n#Dgst s e rfvo m an
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@.rrer i canaflri ght L@qggi nfl i gh~ ~t 's see if t he bandwi can keep up :) a i're r s a I ')t i c s RT @S f-lH e t PI2.: Po I i c i e s / Cu I t u res don' t a I wa 'f3 a I I 0 v out sid e the box fo r c rea t i v e a I t ern at i v e s . Eirp 0 we r #cust se r v a¢ti8Huret Veryt rue; Cust 's t une@att emeag;~n cust 's hear "n not never shoul dn' t aMlrshaCol ier@"edCurt ired, terms of sal e are on everywebsit e. (] Arm 2D n. It s eve n h a r d e r fo r 8Bs:t je3" 01 aBi<\pul serredialDesnt nordst roms al wa'f3 sC@¥Jl921e[ij bl:f#cust s e rbs errpowered t 0 s ay vje s ;" t heyshoul d be errpowered to a fi'.u s t Se r v a e e t @ h a r lie i s a cItle ~ Ch a r lie - I I 0ve g8 b ri i gh t) #cust se r v a Ml r s h a Co I lie rJJ s t cur i 0 us? Ho w rra n y p e 0 pie her e s QJ:c u 5 E. SjeIT CYd c t ? u a ra s o n Pr ormt esltJ tweet chat ~?serv atmegOt bach @/ersal ')t i~ corre t#0ust serF'edge atnpgoebel Wen sorreone asks sorret hing ~u are incl ined to say of a que s t ion t 0 ask #basl< sfe r st . atnwi eber nei t 1\0 real I y. 1\0 is oft en si rrpl er fo@aermpIhED?\elelf RT #cust s e rbs errpower ed t 0 say "~s," they shoul d be err say"no." alilivebene ~ust Ser va ee#m.rst seri"D we st ar t at I et rre see wha do t han look 4 a sol ut ion a rrna r Ii ei saacsRT @ancheLj bl:f#cust s e rbs errpower ed to say "~s," they be errpowered to say"no." amovol ogic PI2.: guidel ines Rffi.lch bet t er t han pol icies, t heyau e rrpl o je e s per ni ssi on t 0 adj ust t 0 cust orrer. s yi t a: #cust se r v aMlr shaCol I i er@lsonPrormt esl\lbt sur e I don't use i#custVlSelClDrre! a ire d Cu r tin N c e! F@'S Huret Po I i c i e s don' t a I low rep s to' t h ink fo r c rea t i ve a I t ern at i v e s . Eirp c#mJlSrtreJetrvi s key. a Kt t e N3. sse r We n }Ou 0 ffe r a c us t 0 rre ran a I t ern at i ve , i sit be c c t hem or for ~u? Cr it i c<#lcu~lbem:rivon. a KilI..Fb s e RT @/13. r s h a Co I I i fil.:: I\1t lit tie co rrp any n eve r d e fa u Its W wor k wi t hour CUS#COsErger v a tm egO t b a c h a eat t 0 h a v e }OL..t@tkwtsll serre d #€u 5 t 5 e r v affilobFbundt reeltll'd be nice if t he general publ ic (#cGlisftseaG7t or feE peopl e were t r y n q to screwt hem \lin't hoi d rry br e a EJB n c he?j b RT @/13. r s h a Co I I iA2r. I\1t lit tie co rrp any n eve r d e fa u Its W wor k wi t hour cusW<Cl.IBirser v aMlr kO I an @lsonPrormt e s ln a a a Tweet chat is tfcust s2Ir.lVw. usi ng Tweet deck here ... it fl ies a fi'.u s t Se r v a e e t @ r v e ben e6c e I len t ( and Wdus1 kse ~ v a Ml r s h a Co I lie rQ3: 10 ~ u r c u s t 0 rre r s e r vic ere p s h a vel e e wa y t 0 gi v e a tie a s t so rre t hi n g? ( e nptDusrt IlSBTtV) a man k EI i a son RT @fa I a Afs h a r QH e tho sis: "t her e i s not h i n 9 rro rei our c u s t 0 rre r s" - d e fa u Itt 0 ~ tic u 5 t caar vm n t r a. atm egO t bach RT @/I3.rshaCol I i €in:: 10 }Our cust orrer ser vi ce reps have t 0 gi ve t he cust orrer at I east sorret h#o~t(s8"puwer I a¢ti8Huret PI2.: Sensit ivit yt raining woul d hel p; when cust 's re

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unerrpl, fam errer gency, that shoul d be a#ellSi !iecrgtfor ai'ml aAfshar @4l r s h a Co I I iV{H s e I len t e r p r i sec I ass pro d u c t san d #cust se r v atrust Ser va eetRfr@lllr shaCol I i €in:: 10 }Our cust orrer ser vi ce reps have t 0 gi ve t he cust orrer at I east sorret h#o~t(s8"puwer I ara t eNlsser RT @Illr shaCol I i €in:: 10 }Our cust orrer ser vi ce reps have t 0 gi ve t he cust orrer at I east sorret h#o~t(s8"puwer I a OT 0 wi e \C 0 ffe e 3 RT @Ill r s h a Co I I i arst cur i 0 us? f-b w rra n y p eo pie her e s e I pr od uc#ClJst ser v aMH shaCol I i er@SHuret fuct 1'1 It al I goes bacWCtlsi s e rav n i ng a fir an k EI i as 0 n RT ~ t e Nl sse r We n }Ou 0 ffe r a c us t 0 rre ran a I t ern at i : because it's bet t er for t hem or for }08&uSlrseriual c a tnt tie Wf3 RT @at en ass eNe n u 0 ffe r a c us t 0 rre ran a I t ern at i ve because it's bet t er for t hem or for }08&uSlrseriual c -(]) 0 d ? a EJB nia I let taRT @M<en: A1: If}O u h a vet 0 say" no" fi n d a I t ern at i v ~ take car e of t he ~brser y afirankEI i ason RT @ancheLj bRr@4lrshaCol I iA2r. I\1t lit tie corrpany neve d e fa u Its t 0 an 'J. hi n g. W wo r k wi t 11I<ru.s1sa s N 0 rre r s. a oil a r lie i s a a c s~ s, do! > Wa I a Afs h a r A gu ide lin e t 0 con sid e r: tot hE at t he right t i rre, for t he r i gWtustesesoVis. Be fai r. a tn p go e bel @4l r s h a Co I I isrrft wa. r e (h 0 s ted and I ice ntmus)t, 5 e e IVvic e ai'rer sal ')t i cs Hey .a s o n , gl ad }Ou' r @ctsEDrnef!r orrot e#Clust ser v alfr et i urrPr ess Wen Busi nesses leci de to l\egl ect Cust orrer Ser vi ce http:// t . col NrlifilltrtKs e roc u s t e >p #c u s t 0 rre r ret e n t i on a act ion jay @BobFbundt re"i!lopl e seem to underst and individual ar en' tout to get t hem The corrpany they r epr esent Il1IIL #cust se r v atnwieberneit A3: Yes, we all have a s i rrpl e I ever - we charge our is rra l n I yin our own cMaus1eseiroo. aMlr shaCol I i eror bot h?@ti"t eNlsserWen }Ou offer a cust orrer an al tel i sit b e c a use it' s bet t e r fo r the m 0 r fo r }Ou? Cr i t i #cust se r v affirobFbundt r eeFPlit i ence to not say, "Hey, lady. .. I'm real I y not get }Our balls here." I\b funtma,1n§errOf. amovol ogic Yes, t each what is fair nn@lal aAfshar: guidel ine to t hi n g, at r i gh t t i rre, fo r r i gh#cus::l: asmm\S . Be fa i r . a¢ti8Hur et @4lrshaCol I ilii!m' t bl arre }Ou; t her e ar e t hose who do advant age, but rrost ar e ho pe nscusthse e's t ?; ) a hij< e n A3 : IVan y t i rre s the CSR s t hat gi v e a wa. y s 0 rre t h i n gar band aid, versus real I ysol vi#9JsthselDlVobl em aMft IVan RT@ijsen: A1: Sorret irres the cust orrer is wrong and 'JC say no. But, let the m be wr c#reg SII1i 5 mr u i gn i t Y. aMchael l¥ I e If we cl o s scast sertvransact ion wit h no resol ut ion, t review it to det ernine "why' and then I#cwst se~~ng a Kt t e Nl sse r RT @>re t i u rrPr e sWe n Bus i n e sse s Ie c ide t 0 I\e gl e c t Cu s Ser vi cIt!I: t p: I It. col 6i1c~ se rscus t e o #cust orrer r et en #cust se r v aMlr shaCol I i er@ pgoebeSo }Ou under st and the pai n of t aki ng ret ur #cust se r v

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Msconcept ion: "root cause" can be found byanal }liin! s ur v e js . \MJ\Ghttp://t .co/ME!J:OOt pr o rrecust serv #cex ai'mlaAfshar Speed o f e e cut ion is #1 fact or irrpact ingcust orrer e rrpl 0 ~ e e rrpowe r rre n tis C#cllkBTse r v ai:!J..f.Q..gt s Gv e reps t he power to rrake e xie pt ions because ~u #cust se r v a ta l n Mic le n z e RT@bn~ufrran Fbn~ufrran: he ~u buil ding powerful par t n er shi ps wher e ~11l twqDr. k!?t . col tNjcUt8llIStetr:tAser v http:// t . col va lSl\fOS atrust Serv(]eet@.ct ion jHiy J3.y- (lad 0 see ~u here t his evening (] eat EScape#cu);t ser v a act ion jay @4lrshaCol I iAarwe have he fr eedom to and wor k wi t h pol icy tot he best of our under st andi ng (or not ur #cust se r v atrust Serv(]eetRfr@t1chael W I ~:we cl o*ust sertvransact ion wit h no resol ut ion, the rranagers review it to det ernine " go i n 9 fo r vvcttcGlJstse r v a tn ve l '#J IVbt ive! @lit eNlsserWen ~u offer a cust orrer an al t er is it because its bet t er for t hem or fo#c¥Si?sCSrriu i ( afn a n k B iason at en errpowerrrent is a nisnorrer wit hi arger corrpani ser vi ce reps wi I I gi ve aWC#~d:lSteset \Dr e. atiegOt bach @linMic~n2ieWrmwel corre#Cost s e rlai n - gl ad ~u're her e! aMft Min RT @i"ankH i asorTl:1e reason I\b corres out so oft en is c rra kin gCu s t Se rap roc e s s wi t has lit tie tho ugh t a s ni st ake! a aev e n t hrran RT@ovol ogiO'es, teach what@'ciltafAfisrharguidel ine to con sid e r : d 0 r i gh t t h i n g, at r i gh t t i rre, fo r r i gh t r e c #cust se r v aMlrshaCol1 ier@SHuretln t he over 14 ~ars I've had an onl ine busi 9 bad appl es corre 1#CCllISJj lSer v ai'ml aAfshar A cui t ur e of "I i st eni ng, I ear ni ng, and errpower rrent cust orrer service and#C$wppsetv amovol ogic ~t eNlsserWen ~u offer a cust orrer an al t ernat ive, because it's bet t er for t hem or for ~:j&uSlrseriual ( aMlui BI en @4lrshaCol I iJet3 Absol ut el y rrake the cust#oUDSrtrselaq)'py ahij<en K3: If ~u are incl ined to give awaysorret hing, give i t i rre. li k e a dis co u n t 0 ff fu t #t£IUS t plH I'C'il a s e . a rno r js t ennet tRT@grrarkey.Msconcept ion: "root cause" can be founc anal Yiing cust orrer s ur ve js . h'RlJ\6:llt .co/M@l.0i9 #net pr o rrotcast ser#cex a m vebene @4lrshaCol I #eUlst s e raqa i n t hi sis what we suggest an but fr a n chi see s can and 0 ft end 0 not t a k e 0 ur ad v i atiegOt bach RT@ijsen: K3: If ~u are incl ined to give awaysorret hi away the n e x t i rre. like a di scount olfcf.tB:t LS"e:J 'Pur ch a¢N"i el IaI\e')PR Yes! R@lal aAfsharSpeed of e e cut ion is #1 fact or i rrpac c u s t 0 rre rio ~ I t Y - fr 0 n t lin e e rrp I 0 ~ e e rrp 0 we r rre n t #cust se r v a Kt t e Nl sse r Wy wo u I dan y c u s t 0 rre r wa n t 0 s pea k wi t hun e rrp 0 we r

amgrrarkey

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#cust se r v a sa n che z b IVake sure e rrpl o je e s underst and t l#eustnSeQ!plXiI1ar.f a In ten t pro v ide s gu ida n c e i nth e a b sen ceo f s p e c i fi c ai'rersal \t ics PI2. W focus on what we "can do". Allow and make sure has air e d "a I I co rrp I a i n t s" the tic us t Is etr u res 0 I ve. a¢ti8Huret PI2.: ~y=,Act ive list ening. Pol icies are in pi ace top USTENtot h e c u s t 0 rre r be fo reo fte r i n g#Cum s e ~ uti 0 n . ai'ml aAfshar +1. ~t eNlsserWywoul d anycust orrer want t 0 s pe a+ un errpower ed s#m.tSlt ser v amankEIiason I'd bet manycorrpanies have decisions made bysorreon n eve r s po ked ire c t I Y t 0 a Cu s t 0 rre r 0 r lis ten edt ( #Cust Ser v aMlr kO I an K3: corrpani es shoul d shar e t hei r cost #CustuSlHLN e wi rep san d gi vet hem the too I san d aut h 0 r i t Y t 0 gi v I atjegOt bach Lherrpowered =Lhinspiri~t Em\bsserWywoul d any cust orrer want to speak wi t h un e spuse see vs t aft! amovol ogic @4lrshaColl#eUlst seroust orrers don't want "sorret hin atrust Serv(]eetRfr@4lrkOI anA3: corrpanies shoul d share t heir cost t h tlCu s t Se rille p san d gi vet hem the too I san d aut h 0 t hi n gs away aMlr shaCol i erK3: If ~u don't errpower }Our e rrpl o je e s to have sorre ~u don't trust t hem or #l:lJsttseDvsi I oed a¢ti8Hur et @4lrshaCol I iTffirose ar e not bad st a#Qu,stMiesua! a ra s o n Pr ormt esl'tiw fol I owi ng along in ful I for ce now t hat Tweet Chat #cust se r v a act ion jay @j"ankEIiaso<D1r rress around in s}St ems t heyre not Sl can't even see bi I ling i nfor mat i c#JQ:uStrsevual I er s : ( alfat CI uet t @4lrshaColl#eUlst serAB: Thankful I y~s. Theyare e rrpo v to do what itt akes to sol ve t he pr obi em and mak happy. a ffil 0 b Fb u n d t r e e@. c t ion j cru:v I say, "I am' YOJ PIIHIlf; 1I~ t s e r v a In vel \til @l son Pr 0 rm t e sfijJ J3. son #c-u;St s e r v atrust Serv(]eet@jrankEIiasolt'ld bet ~u are right. (W'#cm;rb,sett-cynk.) a mo v 0 I 0 gi c @S Huret s h 0 u I d be h i r i n 9 fo r sen sit i v i t Y not t r ai ni I e s san d wo r k s a 1#0u s tb s e r&eI r e c t ion i s c r i tic a I a Ere v e nth ma n ~ t e Nl sse rl wo n d e rho w c u s t 0 rre r s can tel I e rrp I 0 ~ e un e rrp 0 we red. .. per hap s , the t ilOlfS to 5 e 11l\Y ice? a tj e gO t b a c h @'a t CI u e (])to d eve n i n 9 Pa t - gr eat t 0 see a fe I low 1 #Cust se rst ream t on i ght ! a i:!J..f.Q_Q t s @4l r s h a Co I I iqSr If ~ u can' t t r us the m t 0 dec ide h0 \ them #mJst se1 v aklahmschar ny RT @t1 chael l¥ I if2. Rlt her than "n 0" we shoul d sear ch o fte r a I t ern at i v e 0 p t ion s . I\e v e r gi v e u p 0 n sol v i n #cust se r v ai'ml aAfshar Smart corrpanies use t echnol ogyt 0 t rust but val id e xarrpl e: CRVI anal ~du:st. serv aMlrkOI an ~egOt bacltley(]eg, what about rrellC!tcstilSierv aifedCurt in So t rL@1j!egOt baclUlerrpowered =Lhinspiring! RT ~t eNlssertIDbodywant s to speak wi unerrpowered st #cust se r v

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#cust se rso rre t irres "no" is bet t er served by s ay n q, " coul d ... " sarre t hi ng as "no," just a t ad gent I er. a¢N"i el IaI\e')PR An un errpower ed st aft aftect s@Bi1 e:eI'ID!sSifrWy woul d any cust orrer want t 0 speak wi t h unE#qDI5tves"e::rdt st aft! atrust Ser v(] e e t Csr Is it co rrpl ex t 0 get per ni ssi on t 0 gi ve t he cust i n res po n set 0 are que s t #<W"std sselE.'fl d ? atnpgoebel @,ilr shaCol I i~rd ~u ar e pr obabl ya ni cr#roUlStnsC!!leJl a Ml r s h a Co lie r@S Huret I doge t d 0 0 2i e s (0 n e I ad y s aid I sen tab a9 her pac k age - Ito I d her I wo u I d h a v#eCos 13. lS~dt ITO r e) a¢ti8Hur et K3: Per sonal 11, I never rra k e a request to sorreone v errpower ed tot el I rre' ~s'. Happened today. Pr ops 1 @r ugst or edot#:furst serv aMluiBI en A3 Payit forward it al W#§B.I~a~rovf a i're r s a I \t i c s Cu s t 0 rre r s don' t car e wh y i t hap pen ed, the y jus t wa Pr 0 bl ems 0 I vi n 9 i s a co rrp a n@tstsCBllCGlCt1St e r v s anike nunes .us t cat chir#g~ se r+o t topic! list ening:) a act ion jay @BobFbundt ree>lfljen up anyt ech call wit h cant ina rnu background, and I'll be on ~ur side. l#clESttSm~ecrE afn a n k B i ason I was about 2 br i ng up cui t ur e & trust of agent s Rn cui t u reo f "I i s ten i n g, I ear n i n 9 & e rrp 0 we r rre n t " i s ~ #cust se r v atiegOt bach (bps - Ti rrrry s on rre Mirl@.1lJIffi"I a@egOt bacltley (] e g, wh a tab 0 ut rre? tlea s u Is e r v a hrp act I.e a r n i n ~a I I Ce n t e r ~ t ric san d Cu s t 0 rre r Se r vic e : Two Co rrn http:// t . col stDtlfflfGlu 5 t 5 e r v ara t eNlsser Ff e e ~ u r rep s fr 0 m the s hac k I e s 0 f the s c rip tan dv cust orrer s respond t o#duls~ smlne. a¢ti8 Hur et RT @ 0 v 0 I 0 gi @.B Huret s h 0 u I d be h i r i n 9 fo r sen sit i v i t Y for it. Cost a lot I ess and #m.J1S!t$mrgebectbeort es cr i t i ca I aMlrshaCol1 ier@ pgoebel nicro-rrnnage onl yin nyhead. I trust t hos t 0 u n d e r s tan d the i r job s a tluci.t s:t ose rile m r i gh t aMlr k 0 I an ~ egO t ba cta l right, I' m ho I din' }O u t 0 #au~t (i;egvltcan ai'ml aAfshar Service is del ivered bypeopl e and peopl e do rra k e r kknowl edge, root cause, cor rtlcdts,t SlH/V on. ai:!J..f.Q..gt s WI I said@llliuiBI enA3 Payit forward it al wa'J5 pajs 01 #cust se r v atnpgoebel @ovol og@,bhuret. .. hard to find gC#cdSpESell'lve atiegOt bach @,tft Min Thanks for being a#cplflSttse)JfSt even a man k EI i a son @.ct ion j Hi:¢ i cui 0 usn 0 t e qui Ppin gage n t s wi t h r i gh t comrron bad pract ice usual I ydecidtta:l.tsttysecr~rs a sa n che z b @ wi eber n dhe n t her e' s an issue not wit he e rrpl o~e t r a i n i n 9 & 0 r 9 e d u cat ion 0 f #cIus t e5lpI \D ~ e . aMlr shaCol I i er@'at CI ue Ifta t 's a gooctlcBs~nserv ara t eNlsser RT! @,ersal ')t iesst orrers don't care whyit happened, wa n tit " fi )€ d ". Pr 0 b I ems 0 I v i n 9 i s a ~ nyc 0 n c err #cust se r v aMlrshaCol1 ierRT~ust Serv(]eet(i:lr.:ls it co rrpl ext 0 get pernission cust orrer sorre val ue in response to a request or d #cust se r v

Min

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W'd bet t er @utiiOOl [ tae o l @HI.rkOI a~egOt bach al right, I'm hoi din' }OU t 0 #ClISt(]s:eg- 'Ican uk ahij<en RT @'a I a Afs h a r Se r vic e i s del i v ere d by Pe 0 pie and pe0 f rn st akes. kknovvl edge, root cause, drous~cse,rvrove 0 atiegOt bach RT~ust Serv(]eet(i:lr.:ls it co rrpl ext 0 get pernission cust orrer sorre val ue in response to a request or d #cust se r v a fi'.u s t Se r v (] e e t Rf r@'a I a Afs h a r Se r vic e i s del i v ere d by Pe 0 pie and pe0 f rn st akes. kknovvl edge, root cause, drous~cse,rvrove 0 RT @/I3.rshaCol I i A):: If }Ou don't errpower }Our errpl o je e s h a v e so rre I eve rage" }Ou don' t t r us t Wem; b IS ea rve t a act ion j ay @i" an kH i aSO<D1ur si los have si#aus,t sanv a Ml r s h a Co I lie rA4: Ire a I I 1, rea I I ,~ es ellmt aMlr kO I an 01 geez .. don't }Ou love these spamrer s hij acki ng he #cust se r v amovo I ogi c If }Ou don't t r us t }Ou r fr 0 n t lin e e rrp I 0 ~ e t 0 rra k e ~ cust orrer, then don' t#dt.is1eserhem affilobFbundt r eeFmr @i"ankH i asorl1:d bet rrnny corrpani es have deci si ons s 0 rre 0 n e vvh 0 has n eve r s po ked ire c t I ttau s t cSe<tlllS t 0 rre r a Ere v e nth rra n + 100 RT@'er s a I \t i Bs s t 0 rre r s don' t car e vvh y i t hap pen I jus t wa n tit " fi )€ d ". Pr 0 b I ems 0 I v i n 9 i eo rrp any c#cust se r v atnwieberneit @ancheLj twhf,#cust serv a¢ti8Huret @/I3.rshaCol1 il.e~! Too bad }Ou don't writ e books, ha h s , le t t e r s Ff 0 m a I\lJ t , So cia I rtAl!:dstl.siH tv ion' a Biqpu I serredia~ust Serv(]ee@llurkOI arA3 i worked at a pi ace that #cust s e rne ps had a rront hi y $$ togo above and be jo n cust orrer s o ppotIDllJSEt sa rAt ex;) @HI. k 0 I a nOl r atiegOt bach Wat is the }Ou love these spamrer s hi j acki ng hash1 geez .. don't #cust se r v aMlr shaCol i erYou bet! @revol ogi@:4lrshaCol I #emst seroost orrer s don' want "sorret hi ng ahijsen Se r vic e can' t bet r a i ned 0 n c e . It' sac 0 n s tan tie, shoul d be r evi si t ed on a #<B.g&ltser basi s. amovo I ogi c " @'a I a Afs h a r: + 1 .@!R[ e Nl sse r Wy wo u I dan y c u s t 0 rre r wa n t 0 s pe a k wi t hun e rrpo we#<B.d;tssm-fil a ¢N" i e I Ie I\e \PR + 1 RT@'a I a Afs h a r Se r vic e i s del i v ere d by Pe 0 pie and pE rra k e rn st akes. kknovvl edge, root cause, cor r ect , n #cust se r v aMlrshaCol ier@SHuretl put screen shot sin nybook t hat aren't <wi n k:#cust ser v ahij<en RT @ 0 v 0 I 0 gi <If: }Ou don t t r u s t }Ou r fr 0 n t lin e e rrp I 0 ~ I good deci si on wi t h cust orrer, t her#ailstltse~ivr e them aMchael l¥ Ie RT ~t e ba s s e r P ee }Our reps fr om the shackl es of the wat ch t he cust orrer s r e s po n cscuet seJevcar e. afn a n k B iason I woul d al so chall enge how corrpanies do qual it ycon carrot or the st ick?That leads right#cllSlt sellevcul t alfat CI uet t @4lrshaCol I #emst s e r ge s , I wor k for a hot el in sal es rror e cust orrer ser vi ce t han sal es)

atiegOt

bach

s:w;s

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There has to be connit rrent and comrunicat ion t hro co rrp any fo r go 0 d c u s t 0 rre r e )file [J S e !SeEr.v aoilarl ieisaacsA3:#cust se rrve ps shoul d have abil it yt 0 act wit hin t gu ide lin e s, but s / b a b let 0 "e s c a I ate" a n 0 rra lie s t a¢ti8 Hur et RT @ 0 v 0 I 0 gi <If: 'yO don' t t r u s t 'yO r fr 0 n t lin e e rrp I 0 'J u u good d eci si on wi t h cust orrer, t hen#c:Iust' serl'N ret hem a tru s t Se r v (] e e t @.4l r s h a Co I I i@1r I wo r ked fo r so rre t hat we r e n ear I y i rr I\b tan y rro#oost se r v a aev e n t hrran Count rre i@Wl3.r)kGI anOl geez .. dont 'yOu love these sp hi jack in 9 hasht agSldust amovosedl ik RT@ijsen: Service can't be t rained once. It's a con e >p e r i e n c e t hat s h 0 u I d be rev i sit e d #0 t1S t3. SleEr I art ~ afn a n k B i ason RT @ovol ogi <If: 'yOu don't trust 'yOur fr ont line e rrpl 0'J. good d eci si on wi t h cust orrer, t hen#c:Iust' serl'N ret hem +10 RT@tken: Service cant be t rained once. It s a co ara t eNlsser e >p e r i e n c e t hat s h 0 u I d be rev i sit e d #0 t1S t3. SleEr I art ~ Scary, but t r@i!arRrEIiasorm.nyCorp. decisions are rrar a ire d Cu r tin by sorreone who's never spoke to Cust orrer s or list e #cust se r v a Ml r s h a Co I lie r+ 1 RT@ eve nth rra rCo u n t rre @tI.r; I! G I a nOl ge e z . . don t 'yOu love these spamrrer s hij acki ng h:ti6l1nSt~J!Hlvat el f. atiegGt bach Wul d love to see a budget set for "lei ight 1011 ars' #Cust seriVl st ead of @lqpiJcs;erred i@Bust Ser v(] eet er @Air kG I an @k'>Qul serred i\Q3.s that R t z Car I t on? Eirpl o je e s can s aMlr kG I an $2, 000 pe r gu est tor i ~d:usct $Ie 0111 9 aMlui B I en A 4 !\e v e r, I\b h 0 0 Ps , I\b non sin c e , s i rrp#~s tt ~ rt vh e po atnpgoebel d e pen d s rea I I yon pro d use I I @,@6-ae r}tt ilum n Cu s t 0 rre r s don' t car e wh y i t hap pen ed, the y jus t wa @M<en #cust se''r v a tru s t Se r v (] e e t @ Iqp u I serre d i 1t1 at' s the tic k e t . Se t a gu ide lin e a n I res po n sib itilclds ¥ s e r v ai'rersal ')t ics ,AQree and when fans are raving, 'yOu don@grmErEk~ysurv #net pr o rrotcast ser#cex a act ion jay ~ust Serv(]eetMrcorrpensat ion get s handl ed byanot depar t rrent , so we set e xie ct at ions, wr it e it up, #cust se r v a i'ml a Afs h a r A b a I a n c e d per fo r rra n c esc 0 r e car dis a rob u s tan dc rret hod of rreasur i ng e rrpl o~e pe#dostn:sre<t"at. a run 9 i e 7e 0 RT @'a I a Afs h a r Se r vic e i s del i v ere d by Pe 0 pie and pe0 f rn st akes. kknovvl edge, root cause, arousecse,rvrnve 0 ahij<en How ar e e rrpl o je e s treat ed? 'Nat happen s on t he ins felt on t he out side byt#besttm:!l:nvrrer. a ¢N" i e I Ie!\e '?R RT @ijs en: Se r vic e can t bet r a i ned 0 n c e . It sac 0 n st e >p e r i e n c e t hat s h 0 u I d be rev i sit e d #0 t1S t3. SleEr I art ~ atrust Ser v(] eetYa!Yl RT@Aiui BI en/.\. 4 !\ever, I\b hoops, I\b nonsi nce, si III the PO#CC1U:St r v se a M c h a e I l¥ e RT @ijs en: RT@ 0 v 0 I 0 gi <If: 'yO don t t r u s t 'yO r fr 0 n t lin u u t 0 rra k e go 0 d dec i s ion wi t h c u s t 0 rre r, t :MellIS td SEeutv hi ai'ml aAfshar RT @ijsen: How ar e e rrpl o je e s treat ed? Wat happen s 0

a tn ve l

\W

se~

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ins ide 0 f a co. i s fe Ito nth e 0 u t s lid us b)S e rh'E c u s t 0 ara t eNlsser Cr i tic a I c u s t 0 rre r s e r vic eat tit u des: Ca r i n 9 can - d I an honor to #eOSEs'erv a rno v 0 I 0 gi c @ eve nth rn:@tat e n ass B n e rrp 0 we red e rrp I 0 ~ e "I e t rre c t wi t h ny rra n age r" 0 r "I don 0t h ~671!!S E. se IhYDri t '1' a I4.r i e I Ie I\e \PR Th a n k s fo r h a vi n 9 rre @ft e gCRf b a c@k i e I Ie I\e \PR (]) 0 d eve n i n 9 I¥ i e I - t han k s fo r #6B5 tq~ EpCi'l d n i~ t a man k EI i as 0 n @M< e n But we don 0 t h a vet i rre tot r a in! To 0 rra n I{d din g, but sad#austyserae n t er s say just that a Kt t e Nl sse r +20 RT@le r s a I \t i ~r e e and vvh en fa n s are r a vi n g, ~ u d need sur v@?grrar key#n et pr o rrscust seroce#cust ser v aM chael l¥ I e So Tr ue! @N<en: f-bw ar e errpl o je e s treat ed? 'Nat hap t he inside of a co. is fel t on the out#si.Jsestl¥tvhe CI a dlr i 0 h ncb u c k I t e Nl sse r Cr i tic a I c us t 0 rre r s e r vic eat tit u des: spirit radiat ing "it's an#boSltoset'l> serve." atnpgoebel If a#cust sernanager doesn't even si twit h t hei r peo under st and cust pr obi errs, they shoul dn' t be rran a c a rno v 0 I 0 gi c Arre n! "~t e Nl sse r: Ff e e ~ u r rep s fr 0 m the s hac k I e s and wa.t ch t he cust orrer s r e s p o suust ose'rhe car e. a ffil 0 b Fb u n d t r e eAB: Q.Jr CSA:; are e rrp 0 we red t 0 gi v e a wa.y. Us u a I I Y a ITO h 0 n e y t hi n g, t nOlw~ .se r v atrust Serv(]eetRfr@ pgoebellf:cN:cust sernanager doesn't even sit wit h p e 0 pie fo r a day t 0 u n d e r s tan d c u s t pro b I errs, the' rran agi n g. arnn9ie7eo RT@fal aAfsharE'peed of e e cut ion is #1 fact or irrpact in I 0 ~ I t Y - fr 0 n t lin e e rrp I 0 ~ e e rrp 0 we r r#E t1St 5 e r cy M.BT. a Ml r s h a Co lie rQ5: f-b w rra n y rra n age rre n tie vel s d 0 ~ u nee d toe sca I "~s"lIcust serv aifedCurt in RT@t1chael l¥ ~t e ba s s e r fi e e ~ur reps fromt he shac of scr i pt sand wa.t ch t he cust orrer s r #spstlset Yl) t he ai'ml aAfshar An invest rrent in ~ur errpl o je e s is an invest rrent il br an (#cust ser v atrust Serv(]eetRfr@/l3.rshaColl iW:: f-bw rranyrranagerrent level s do ~u t 0 escal at e t 0 ge#cLtsb s'¥~"? a tn n v 0 r a RT @fa I a Afs h a r A\n i n v est rre n tin ~ u r e rrp I 0 ~ e sis an i n ~ur co rrp a n y s I#ICBstlserv ai:!J..f.Q..gt s RT@/I3.rkQI ar@k}Qul s e rre d bsa s that Rt zCarl ton? Eirp I 0 ~ esc a n s pen d u p t 0 $2, 000 per gu est 0 r i gh t #cust se r v atiegQt bach RT@/I3.rshaCol1 iW:: f-bw rranyrranagerrent level s do ~u t 0 escal at e t 0 ge#cLtsb s'¥~"? a su s ho bha n "@ovol ogic: If ~u don't t rust ~ur front line errpl 0 d eci si on wi t h cust orrer, then joustt sel'ri TIe them #SuccessTi ps a tru s t Se r v (] e e t f-B t ft i rre s how! Ti rre fo r a #Za p p 0 s b rea k - PI e a s e hoi ~ beve r agilcust se r v ahijsen ArvIN! RT @fa I a Afs h a r A\n i n v est rre n tin ~ u r e rrp I 0 ~ e s i invest rrent i n ~ur corrpa#c;wstirSlBlrdt. aKSf-GE'K RT @b n fa u frra n: I¥ e ~ u b u i I din gpo we r fu I par t n e r s hip s wo r k 'PI t t p: / / t . co / A4Id1.J sli 6!te r#S e r vic e #s e r vic e cui t u r e

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hoi lID" @'al a Afs h a r A\n i n v est rre n tin ~ u r e rrp I 0 ~ e sis an i n ~ur co rrp a n y s I#ICBstlserv affilobFbundt r eeFmr @/I3.ui BI enA. 4 !\ever, I\b hoops, I\b nonsi nce, si rrpl e, po i ntleust se r v atiegOt bach @ushobhanWI corre t#0ust ser-vt hanks for being here! a I'm I a Afs h a r In 0 u r co rrp any, ~ u don' t nee d a tit let 0 del i gh t #eust se r v a fBI: e ph e n R B e Rr @M< en: P3 : If ~ u are inc lin edt 0 gi v e away s 0 rre t h i awayt he n e x t irre. like a discount olfef.tB:tLS"e:J'Purch a i're r s a I \t i c s f-b p e fu I I Y s 0 rre 0 n e wi I I not ice the b lee din 9 and rat band-aid, fixt he rea@i"FlmcktH ecmc#ICust serv a In vel \til Eirp0 we r ~ u r fr 0 n t lin e wi t h a lit tie aut 0 n 0 ny - b u t he product to do so. lVeans t raWcusgserdt support a oil a r lie i s a a c s RT @'al a Afs h a r A\n i n v est rre n tin ~ u r e rrp I 0 ~ e sis an i n ~ur co rrp a n y s I#ICBstlserv a fi'.u s t Se r v (] e e t Rfr@'a I a Afs h a r A\n i n ve s t rre n tin ~ u r e rrp I 0 ~ e sis an i n ~ur co rrp a n y s I#ICBstlserv aMchael l¥ e Happy#eust se raoe n t s provide t he best support. Min have ~u done to put a srri I e on ~ur emplsb)&6!lSvfaces a ¢tiS Huret PJ. a bar e rri n i mum, t his wo u I d b e gr eat Cu s t Se r v 1( wi out $ for t rllll:i rb ip1:g)/:t . col )NJliOUst ser v a act ion jay @4lr shaCol I iA5r I wi sh I knew. Oi ce it's off our pi at e, he a r fr 0 mit a ga in. It' d ben ice t Ql:egstt seerpo s t rro r t E a ao o d br i dgeni2rrRT @>at CI ue@.br. shaCol I #emst ser ~s, I wor k for a hot in sal es (we ar e rror e cust orrer ser vi ce t han sal es) a B1.l s hob han ~ egO t b a c I1-Ia. p PY t 0 be her e. I{ c kin 9 Il¥ elf fo r be i n 9 : #Cust ser v ara t eNlsser Ca n ~ u i rra gi n e a co rrp any rra iii n 9 a c u s t 0 rre r its scr pi ease fol I ow t hi s the n e x t i rre ~u cal#cl!JsNliergr 8 aMlUi B I en A5 1\0\8 and IOniltust serv a aev e n t hrrnn @ovol ogircmkes perfect sense .. sadly, front liners a: wor k wi t hi n t he pol icy an <#ecst Ise~OK i pt s affilATR dot comW t rynot to sayno. W onl yt al k about what we "c: al wa'f3 opt i#rous!t ser v atiegOt bach So woul d this cl@BlHulRet At a bare rri ni mum, this wou gr ea#Cust Serv01 (for co rrp a n i es w/out $ for t r ai ni ng) alfat CI uet t @lust Serv(]ee@llurshaColl #emst ser~: There is no pol i when it corres t 0 ser vi ng t he cust orrer s. Eirpl o je e s h errpower rrent a fi'.u s t Se r v (] e e t WeD h 0 o! Rl@,i=I. u i B len A. 5 1\0\8 and 10 st ser v a M c..b h n son RT @'a I a Afs h a r In 0 u r co rrp any, ~ u don' t nee d a tit Ie cust orrer#&Ust ser v atnwieberneit A5: There is onl yone - I bel ieve in errpowered peopl rrnnagerrent #eust serv a Ml r k 0 I a n So r r y gu 'f3. . . . go t tar una n d dot h e dis h e s. . . . d u t Y c a lin k fo r the s t rea m aft e#<mIS"tdse r iii j 0 'I arnn9ie7eo RT@'al aAfsharTrain, t rust and errpower ~ur front I in t 0 rra k e e x e p t ion s . R gi d i t Y i s n 0 1#egs b <S em- s i n e s s . u arronpl e x fl e d Hi .. 1 atttcLtsbserEYruce WI tuck in NJ. long hist oryof pi service irrproverrent in governrrent. lessons un i v e r s:

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@AI. r s h a Co I Iii e r rn gh t bet 0 0 rru C h , but i t rn gh t b u i I oja l t y an d cr eat e r e pe seustuse rovrer . ahij<en PO: Ideal I 1, no level s. If it is not ill egal and do whynot sayYlfCust serv a¢ti8Huret U1 oh ... did I niss it ?#Zappo~CrueseEV all! a aev e n t hrran @lal aAfshart hat's awesorre! but sorre cust orrers feel if sorreone wit h t it Ie handl ed#d:uls~isecuncerns .. afn a n k B iason RT@'al aAfsharA\n invest rrent in ~ur e rrpl o je e s is an i n ~ur co rrp a n y s I#lCastlserv atiegOt bach WI corre Bruc@bnpl e x fl e d-l .. 1 at#eustoserEYruce WI tuck in NJ. long hist oryof pioneering service irrproverrent atrust Serv(]eet@onpl e>ffieWI corre, Bruce! (I grew up in Bergen Counl #cust se r v atiegOt bach Cheers ->:)@'mfHuret U1 oh ... did I niss it ?#Zappos! al WCust ser v ampgoebel PO: at rry co , s a y n q "no" requires C-I evel approval. I ev@4lr shaCol I #eUlst ser v a¢N"iellei'.e\pR lDubl e Arren! @\ken AI'v1:N! RT@'al aAfsharA\n invest rrent i n ~ur e rrpl o je e s is an invest rrent i n ~ur co rrpa n js #cust se r v amowt hink RT@'al aAfsharAcust orrer's percept ion is our real it y r e qui res pat i e n c e , pro fe s s ion a lis m, and c I ear co rrm, #cust se r v ara t eNlsser lei ight the cust orrer' s heart and ~u keep t he I ifet busi ness al i ve. #1 eadf#<Cl..IMi smtu ai'ml aAfshar In t he social era, corrpanyhierarchies will fl at t en e co s}S t e ITS wi I I e rre r ge - u I t r a#aulStuS2fJaII" en cy. a surrar k e t er RT@.et Prorrot erS)i>:ur st eps tot he five wh}S of root a n a I }S ih:t: t p: / / t . co / O#rhEBt~pldQ rriltusrt se r#ce x atiegOt bach @owt hinlrhanks for part ic~t~ri..be! a¢ti8Huret ~egOt bacHndeed! (darn RT isn't working on Tweet C #Cust ser v a rrcut t ing13 RT@'al aAfsharA\n invest rrent in ~ur e rrpl o je e s is an i n ~ur co rrp a n y s I#lCastlserv aMlrshaCol1 ier@ pgoebel ask ny#ll:l.Ist serv atrust Serv(]eet@>at CI ue5d:ell ent - errpowerrrent and responsibil it @Al.r shaCol I #eUlst ser v a act ion jay @event hm:@lal aAfsha~u can rrake one up. "I'm the uh can d y an d garre n#gost. s e r v ai'rersal ')t ics I hear }Qu. "'Nat do ~u rrean t here's not hing rrore 'f. haven't done an'}. hi ng @ttt !~Ni\s§ke#cust serv a sa n che z b @ wiebernefit he a s s urrpt ion is t hat it's easier for say "no," that e rrpl o~e has not been#d:ulScll.ise::rdt pr ope aMchael l¥ e RT ~t e ba s s e r B l ight the cust orrers heart and }Qu k : life b I 0 0 d 0 f the bus i n e s s a I i v e . #iH.I BE. eUrrCMTWi h i n t afn a n k B iason W shoul d tal k about how difficul t corrpanies rrake il #cust se r v arrarcbowers7 RT@ijsen: Service can't be t rained once. It's a con e >p e r i e n c e t hat s h 0 u I d be rev i sit e d #0 t1 S t3. sreer~ I art anike nunes PO) You shoul d know ~ur rrarket /cust orrer enough t h:

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fr ont -I i ne-errpl o~e has a di r ect #cliIsesElrvappr oval a aco r e rro r e s a l ~ree R@ijsen: RT@ovol ogid:f:~u dont t rust ~ur fr o n e rrpl o~e to rra k e good deci si on wi t h cust orrer, dont #cust se r v ahij<en RT ~t e ba s s e r B l ight he cust orrers heart and ~u k : life b I 0 0 d 0 f the bus i n e s s a I i v e . #iH.I BE. eUrrCMTWi t h i n ah"ilc..bhnson RT@ijsen: f-bw are e rrpl o je e s treat ed?Wat happens 0 ins ide 0 f a co. i s fe Ito nth e 0 u t s lid us b)S e rh'E c u s t 0 atrust Serv(]eetl\4Hrrrow? rrrrrrr r r o w? @l@rlSlhaColl i@rpgoebel ask ny ca t#cust se r v atnpgoebel @4lrshaColl ireime s ajs rroooow to ever'}. hing. I\bt a bi #cust se r v atiegOt bach @ike n un e as o d evening Mke didn't see ~u earl ie #Cust ser v ai:!J..f.Q..Qt s @i" an kEI i a s oan d t hr ow out he st o!floostcselDlveez amankEI iason RT @'a I a Afs h a r In the soc i a I era, co rrp any hie r arc hie s and "I eaderl ess" e co sjs t errs will errerge - ul t ra t r #cust se r v a m veben e @4lrshaCol I #eUlst s e rsno ul d be no rror ethan 2 - unde t he issue. Hxt he issue a bY a die \9t 89 RT ~ t e Nl sse r Ie I i gh t the c u s t 0 rre r 's h ear tan d ~u ~ life b I 0 0 d 0 f the bus i n e s s a I i v e . #iH.I BE. eUrrCMTWi t h i n atrust Ser v(] eet~$sss. F@? fout @ an kEI i a s oan d t hr ow out t he st o pwa pi ee#cust ser v ara t eNlsser leadership has 2 choices: hire/t rain/errpower CRneut wi t h hi er ar chy. i know what t he cust otteUlswcselr<Y cho c a i'ml a Afs h a r W 0 ffe r a rro b i I e a p p t hat has a I I 0 f s e r vic e d ire c t e rra i I and cel I phone avai I abl treLtst> SB.IIS'i orrer s. affilobFbundt reeAB: Q.Jr archet ect ure is veryopen so escal at ion is si t t i ng right n e x torre, so. Yeah. YoNlclltstnselDaYak t a in i I I rrn n s fi e I dRT @ 0 v 0 I 0 gi <If: ~ u don' t t r us t ~ u r fr 0 n t lin e e rrp I 0 'J. good d eci si on wi t h cust orrer, t hen#c:Iust' serl"N ret hem aBilawmu IVaj o#cust s e rtal l v@'eni2Dnnot coordinat ing t heir de sup p 0 r t IVbun t a i n li 0 n. Inc 0 n ve n i e n c e tony biz #fa i I a roct ion ay @i" an k EI i a s o~ 0 d c a I I. So rre h a v e age n t s jus tit chi n t hi ngs off cause it's t 00 easy. Q her shave r i di cui 0 #cust se r v aMlrshaCol ierYES! RT@M<en: PO: Ideal I 1, no level s. If it is not il h u r t the co rrp any, wh y not #c:a.e;'J_ 'fi.r v a¢ti8Huret Bingo! @3ATR dot corN!l t rynot to sayno. W onl yt a what we' can do'. Ther e ar e aW0a~ spt v o n s l atiegOt bach let's rreastilCust s e rsncce s s byunsol icit ed test i rro n i a r e fe r r a I s - not c a I I s per rn nut e. a¢N"iellel'.e')PR If ~ur e rrpl o je e s are happyt h e y l l spread it 0 cust Eirp I 0 ~ s s hap p y & s t rat e gi c a I I Y rra k e the m Bra n d Amb ( #Cust ser v a i're r s a I \t i c s I a gr e e! RT" @ wi e be r n e it: PO: Th ere i son I yon e - I t e rrp 0 we red p e 0 pie and I e a n rra ~S1Et''r v... afn a n k B iason RT~egOt bachl:et 's rreagm-ust s e rsncce s s byunsol icit t est i rro n i a I s & r e fe r r a I s - not c a I I s per rn nut e.

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@"all Tal esBoC6"ik2Snks for al wa}S#~5&taserWsh I coul d say s a rre fo rot her p I ace s !! : D a tn wi e b ern e i t @ a n c h e lj tIl i s a gr e e t 0 s 0 rre e >4: e n t : A" I\b" 0 ft e n i s fc the e rrp I 0 ~ e . M gh t be a nat t i#cus e ste h ivn g, too. aMlrshaCol1 ierSweet! I@'al aAfsharW offer a rro bi l e app t hat has al d ire c tor s, VPS & C)() e rra i I & c e I I P h 0 n e a v a i I a b I e #cust se r v aMchael l¥ I e RT~egOt bachl:et s rreastiCest s e rsncce s s byunsol icit E t est i ITO n i a I s & r e fe r r a I s - n 0 t#Ctlst IS2 rpe r ni nut e. a Ere v e nth rra n @i" a n k EI i a s 0 ins i t jus t c a I I a v 0 ida n ceo r s 0 rre t h i n 9 h a r d t 0 ge tis sue s fi)€ d #dus~ es eraw:> .. atmegOt bach @anniaragC6"lmanks for being he r#€u5tnSlerv a i'ml a Afs h a r @ eve nth rra 0 us t 0 rre r s fe e I s p e cia I wh e nth e y r e c e i ve r esol ut ion to a pr obi em Q.Jr fr o#d:ulstns::eri~ t he CEO a fi'.u s t Se r v a e e t ~ r Wa t a I t ern at i v esc a n ~ u 0 ffe r c u s t 0 rre r sin st e #cust se r v a tn p go e bel Irrp res s i '@'a I a Afs h a r W 0 ffe r a ITO b i I e a p p t hat has a I I direct ors, VPS, and C)() errai I ,cell phone avail abl e #cust se r v atm egO t bach RT ~ust Ser va eet <ax:: Wat al t er nat i ves can ~u offer cust orrer sin st ead of *jJstlsro1t aMlr shaCol i erRT ~ust Ser va eet <ax:: Wat al t er nat i ves can ~u offer cust orrer sin st ead of *jJstlsro1t a run 9 i e 7e 0 RT @fa I a Afs h a r In 0 u r co rrp any, ~ u don' t nee d a tit Ie cust orrer#&Ust ser v ani ke nunes ~ egO t bacl1Dng lay, just cat chi ng up flcest sei"~t s c hat . Th a n k s, a e g! a M c h a e I l¥ I e Cu s t 0 rre r Fe e d b a c k & # I\PS s cor e s h 0 u I d b e ~ u r s u c c e s scor eboar ct#cust se.rtAcust ser v a¢N"i el IaI\e')PR RT ~ egO t bacl1et 's rreagm-ust s e rsncce s s by unsol i ci t E t est i ITO n i a I s & r e fe r r a I s - not c a I I s per ni nut e. a fi'.u s t Se r v a e e t @t ken u n e 3-le y the r e, M:lus t s e r v atm egO t bach Than k@ an kEI i asc@t1chael W Ifer t#lOtJst serFir arronpl e x fl e d ,AQreed. IDst ribut e aut@ijgeht fdiT Ideal I y, no level s. not i I I e ga I and doe s n 't h u r t co rrp a n~ u'Sl1l yseCD" say' tv a Ml r s h a Co I lie rA6 : Cr e d its, Ff e e s hip pin g, r e fu n d s .. the e a s i est a YES! #cust se r v a aev e n t hrran VSlJ.N .. »RT @lal aAfsharcust orrers feel special when t h r e c e i v eat i rre I y res 0 I uti 0 n t 0 apr 0 b I e m OJ r fr 0 n t #cust se r v ai'ml aAfshar @,ilrshaColl iteinank ~u - t he first sign of caring is t #cust se r v a jn ann i a r a go n Qj d t h i n g-- Ch apt e r s sit e not e s 2 - 4 d a}S fo r s hip P i r t wo weeks? #tttatst ser v aMft Min #cust s e rve shoul d al so think about a I ack of a rrpl e good job, one per son doi ng cust ser v that shoul d b :-/ aMlrshaCol ier@lal aAfsharThat 's whynyoffice # is in Twit t er bio - bt I eave Vl\jaust se r v a¢ti8Huret The goodwill ~u gain wit h a creat ive resol ut ion is

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#Cust ser v 201 2- 08- 0 1 1: 38 a In vel \til A6 I a I wa 'f3 I ike t 0 doe qua lor gr eat e r val u e s e r v i the m too ffe r r1tDust. se r v 2012-08-011:38 atrdw87 RT@ijsen: RT@ovol ogid:f:~u dont t rust ~ur front I in t 0 rnak e go 0 d dec i s ion wi t h c u s t 0 rre r, t :MellIS td SEeutv hi 2012-08-011:38 affilobFbundt reeFH.lir point. "I\b" shoul d be e@awiSElbiEMen@lit1che?j b A " I\b" 0 ft e n i s fa r I e s s wo r k fo r#du S e SErTpA 0 ~ e . 2012-08-011:39 ai'ml aAfshar @4lrshaColl iteinat is t rul yawesorre - ~u pract ice whe #cust se r v 2012-08-011:39 atnpgoebel A6 Ask quest ions to get to core of probl em lVa~e ~ an al t er nat i ve t hat wi I I selDlvve pr obi em 2012-08-011:39 aMchael l¥ e A6 Take the t irre to underst and the probl em, not 01 c e ~ u k now the c h a I len ge s, 0 Pt i clioI$S Wsl elr va p pea r . 2012-08-011:39 a rro rrpl e x fl e d ~egOt bacl1 ha n k sscarst serv 2012-08-011:39 afs s e n t OficeSnSt upendo@'al aAfsharW offer a rrobil e app t hat has al s e r vic e d ire c tor s, VPs , and C)() e rnai I and c e I I ph 0 n #cust se r v 201 2- 08- 0 1 1: 39 a fi'.u s t Se r v (] e e t @.t ft IVan ~r e e - pro per s t a ffi n g I eve I s go a v e r y Ion I wa itt i rre san d rnakin g the #.t!fust 1ge rtvu r n. 2012-08-011:39 ara t eNlsser luv t his!!@.H3fFlJret Th e goodwill ~u gain wit h a creat r esol ut ion is P#CDst ses.v 2012-08-011:39 a tn ve l '#J Mr @,tft IVan: we shoul d al so think about a I ack of arr a good job, 1 per son doi ng cust ser v that shoul d be #cust se r v 2012-08-011:39 a¢ti8Huret I\bt torrent ion, cust orrers Xt irres rrore I ikel yt 0 s e xie r i e n ce than t he posit ive one. (F1#ausitnsetVlt, a 2012-08-01 1:39 arncvro zar t RT @lal aAfsharlefaul t to YES. Be fl e x bl eIIdusplSOO'"aIKl. 2012-08-011:39 aMlrshaCol ier@lal aAfsharl have onl ysaid 1\0 once t o#a.uslt$teolTer 2012-08-011:39 ahijsen A6: Ofer to find a sol ut ion wit h a corrpet it or. If ~l ~ u' I I let the s a I e go tot a k e #cas e sefnl c u s t 0 rre r . 2012-08-011:40 aEreaport bost oYes! R@lal aAfsharTrain, t rust and errpower ~ur front e rrp I 0 ~ est 0 rnak e e x e p t ion s . R gi d i t Y i s not go 0 d b #cust se r v 2012-08-011:40 aMluiBI en A6 Product, $, what ever the cust orrer want s that pr obi E#must ser v 2012-08-011:40 aoilarl ieisaacsRT~t e ba s s e r luv t his!!@HR"uret The goodwill ~u gain wi t hac rea t i v ere sol uti dire uss ~e i" GTe e s s . I 2012-08-01 1:40 atnraininggu~6 RT@lal aAfsharService is del ivered bypeopl e and peot rn st akes. kknovvl edge, root cause, droustcse,rvrove 0 2012-08-011:40 atiegOt bach Thx4 the ~iellel\e\pR RT~egOt bacl1et 's rreasure #Cust s e rsncce s s byunsol icit ed test irronial s & refer per ninute. 2012-08-011:40 ai{]ssingerl'vR< RT~t eNlsserCrit ical cust orrer service at tit udes: spirit radiat ing "it's an#boSltoset'l> serve." 2012-08-011:40 arrike nunes A6) If it's a service t hat we don't provide, I o fte r z i co rrpa n i est hat I t r us twit h ny#ltlist SllIIe\S t ion s. 2012-08-011:40 a aev e n t hrnan RT@pgoebelA6 Ask quest ions to get to core of probl ~u can s ay je s to an al t ernat ive t hat will st ill #cust se r v 2012-08-011:40 ai'ml aAfshar @4lrshaColl iarrd knowing ~u, I am sure it was absol u

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just i fi abl e ctredstaser v ahijsen RT @t1 c h a e I W I M Ta k e the t i rre t 0 un d e r s tan d the just t he quest ion. Or c e ~u know the chal I enges, 0 #cust se r v abet t ervideo A6. Sorret irres no rreans no. But being abl e to e xil ai i rrp 0 r tan tan d 0 ft e nap pre cia ted #b ~ st 11m ICVIS t 0 rre r . a sa n che z b @ wiebern~tnce one reason ~gs~as:erbegins wi h i r i n 9 & r e fl e c t s the bit s #t a len t rrgm rro del . atnwieberneit A6: Wrk out t he real probl em and sol ut ion for it. it refer t 0 bet t er busi ness par t n er #cl:lapf5(erlayd t( a t:m e gO t b a c h @e t t e r v i ~ eve n i n 9 M c h a e I - t han k s fo r chi rn n 9 i #cust se r v a ¢tiS Huret A6 : Eirp I 0 ~ e s are 0 n I y I i rn ted b y the i r wi I lin gn e s s ( e nco u rage rre n t ) t 0 fi n d a c rea t i v e sol uti 0 n. Eirp 0 we errpower#Cust ser v ai'ml aAfshar @eaport bostl o e ve to see t he best hot el in Bost 0 service, part icipat e#austttsiESr~hat. ahij<en RT@et t ervidl6o:Sorret irres no rreans no. But being a e xil ain 'NY is irrport ant and oft en appreciat ed byt #cust se r v atnwieberneit YES! RT@anchelj t@wiebern~tnce one reason whygreat #cust serbegi ns wi hi ring & r efl ect s t he bi t s #t al en aMlrshaCol ier@lal aAfsharheh .. it was. But I was fill ed wit h agit a. r are lye >4 s t s (u n I e s s c u s t 0 rre r d 0 etmu'stt SADTM: top a~ amowt hink Yes. R@i"ankEIiasolfIT~egOt bachl:et 's rreasure #Cust s e rsncce s s byunsol icit ed test irronial s & refer per ninute. a aev e n t hrran @M<en I\bw, that's sorret hing nobl e; ~u don't see i #cust se r v a Ml r s h a Co I lie r(]) 0 d que s t ion: Q7 : Wa tar e s 0 rre c rea t i v e sol uti 0 n ~ or heard of to sol ve a ~s/no irrpasse#'6i..tstls:eroost on a fill r i s Co P')W i t etr ~ u r e rrp I 0 ~ e s are hap p y the y I I s pre ad itt 0 c us t Eirp I 0 ~ s s hap p y & s t rat e gi c a I I Y rra k e the m Bra n d Arrb ( #Cust se r#.pr afBet hSkl ar @lust Serv(]eetMrif t he answer rrus t be "no ai'ml aAfshar @,ilrshaColl icerpassion to serve is t he reason for t not sur pr#sl!!sft. ser v a IWa. n e Ii) n n RT @fa I a Afs h a r In the soc i a I era, co rrp any hie r arc hie s and "I eaderl ess" e co sjs t errs will errerge - ul t ra t r #cust se r v atnpgoebel RT~egOt bachl:et 's rreagm-ust s e rsncce s s byunsol icit t est i rro n i a I s & r e fe r r a I s - not c a I I s per rn nut e. aMchael l¥ e IDt t o! @lB.1 aAfshar@eaport bostl o e ve to see t he best in Bost on, wit h a rra a n o service, pa r t scueatser vn t hi afn a n k B iason @eol aporl'tvEe been busyt atlcitlisrtg;erloot just want to e n joy n 9 #t a I k s m & wa t chi n 9 TWT TV 0 n Fb k u . Th a n k s f( info appencl e RT@bacal(])vernrrent and Social IVedia: Facebook Twit (]) v ern rre n t CD13 t p: I It. col i N13t TCW \S #Soci al IVed i a a rrpre v e r n#m.rstt seriAgov

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~ egO t b a c tb e t t e r I ate t han n eve r#dus tJ flPUge. .. ;) RT @'ust Ser v(] eet <ax:: 'Nat al t er nat i ves can ~u offer cust orrer sin st ead of *jJstlsro1t ahijsen @fa I a Afs h a rl' ve s t a ~ eCiB.1p t b 0 s t To at' s wh ere 0r ~ u and fi r st rret for br#easfaser!v a fill r i s Co p\W i t e rb e t rra nyc 0 rrp ani e s h a v e dec i s ion s rra deb y s 0 rre 0 n e n eve r s po ked ire c t I Y t 0 a Cu s t 0 rre r 0 r lis ten edt ( #Cust Se r #PR atiegOt bach Yes - st ill pi ent y@etitrer:Yi.®:gOt ba clbe t t er I ate t han n eve r I s~:t ESe r. v; ) a Oldgu r u RT @fa I a Afs h a r In the soc i a I era, co rrp any hie r arc hie s and "I eaderl ess" e co sjs t errs will errerge - ul t ra t r #cust se r v alilivebene @'ust Serv(]ee#carst serlvist en, I ist en & I ist en, find c u s t 0 rre r s nee dis t han fi n d a c rea t i v e wa y t 0 fi I I aMlrshaCol ier@fal aAfsharl\bt onl ypassion, but nyCOrrptiCClt¥;:t SieEvart reput at ion is allover t he web. I don't want tot ara t eNlsser A "no" st ops the cust orrer and possibl e ~ur bus i n e: gr e e n I i gh t 0 f gr 0 wt h a r#C u s tJ CSlBS\S . a¢ti8Huret A7: In event t here is absol ut el yno wayt 0 resol ve, 01 ive branches can be e x ended, ie discount on n e x #Cust ser v afIDcial Cat al }SlRTs~t e ba s s e r ezo Rl@'ersal ')t i~ree and when fans are r avi ng, ~u dont need@g;prna"Ek\Sy#net pr o rrscust serv #cex#cust ser v afn a n k B iason @event hrraus u a l l ycul t ure or rret rics. at en escal a especi al I y for out ~<Cl.lB"tcseEv ai'ml aAfshar @M<en e xict 11, t here is no bet t er hot el in Bost 01 @ e a p 0 r t b 0 s ti fo iii e r vic e i s ~ u r t #>cp..I ~ se r ivt y. afIDcial Cat al }SlRTs~t eNlsserCrit ical cust orrer service at tit udes: spirit radiat ing "it's an#boSltoset'l> serve." a car I Osvar gas RT @t1 chael W I kEPPllcust s e raqe n t s pr ovi de t he best suppor t. IVan ager s, what have ~u don e t 0 put a sm e rrpl o je e s fac(#&9st ser v arronpl e x fl e d A6#cust serivt each seeking info and act ion that s hi lin e wi the >p e r i e n c e . Th a t con gr u e n c e = sat i s fa c t i 0 r afIDcial Cat al }SlRTs@'ust Serv(]eet(i:lr.: Is it co rrpl ext 0 get pernission cust orrer sorre val ue in response to a request or d #cust se r v ai'ml aAfshar Cui t ure is what happens when the rranager I eaves why errpower ed e rrpl o je e s rrlB:iusteser v amovol ogic @M<en we do t his oft en, and oft en that nFbn corres wi thus fi r st t he n e x t i rre t hefous~cSerovret hi n g. a rra che t pr escotRf @M<en: How ar e e rrpl o je e s treat ed? Wat happen s 0 ins ide 0 f a co. i s fe Ito nth e 0 u t s lid us b)S e rh'E c u s t 0 ara t eNlsser "let's see what is possibl e" opens t he door to rnut cr eat es dialogue in st ead ttcfustu€jecrfvwar . afibnpet ia (])ing in right ntlQA,.lst Iseraonversat ion ... abet t ervideo @M<en t hanks for t he lfiaa1le~erv aoilarl ieisaacsleo is a rockst ar@fgrDklBfiaso@:eol aporllvEe been busy

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t al ki ntg::li.Ist se rbut just want t 0 say enj oy ng #t al k s a Qz\\CIOJNJAN RT @'a I a Afs h a r A\n i n v est rre n tin ~ u r e rrp I 0 ~ e sis ani i n ~ur co rrp a n y s I#ICBstlserv RT @'a I a Afs h a r Cu I t u rei s wh a t hap pen s wh e nth e rra n a atnpgoebel the roo m Th i sis wh y e rrp 0 we red e rrp I #~st smrt vt e r . atKncai d RT @'a I a Afs h a r Cu I t u rei s wh a t hap pen s wh e nth e rra n a the roo m Th i sis wh y e rrp 0 we red e rrp I #~st smrt vt e r . ati egO t bach ESt el I e - t hanks so much for bei ng hE@?e>.rn:Wt arre l RT c (])i ng in right ntlQA,.lst Iseraonver sat ion ... atnwi eber n ei t Th ere wi I I bel e ad e r s , but @fa t saAmtna:rge r. s co rrp any hie r arc hie s wi I I fl a t ten and "I e a d e r I e s s" e cos }S t e #cust se r v afn a n k B iason RT@,al aAfsharCul t ure is what happens when the rra n a the roo m Th i sis wh y e rrp 0 we red e rrp I #~st smrt vt e r . affilobFbundt reelilllinks. PI ent yof '@rnrIRTsvargcRf:@t1chael W Ie: IVanager s, what have ~u done to put a s rn I e on ~ur face s lIcust se r v a¢ti8Huret ~t eNlssernn6cell M1i@!at e n a s s art n o " st ops he cust and po s sib I Y ~ u r bus i n e s s. Se e k gr e e n I i gh t 0 f gr 0 wt #Cust ser v atrust Serv(]eetRfr@,al aAfsharCul t ure is what happens when the rra n a the roo m Th i sis wh y e rrp 0 we red e rrp I #~st smrt vt e r . aoilarl ieisaacsRT@,al aAfsharCul t ure is what happens when the rra n a the roo m Th i sis wh y e rrp 0 we red e rrp I #~st smrt vt e r . arronpl e x fl e d RT@SHuretThe goodwill ~u gain wit h a creat ive res pr i cel e#Cust ser v ai:!J..f.Q..gt s ~ust Serv(]ee@eankEIiasotnhe t l rn n q of call s adds ur pressure. I\bt conducive to a f#eeS1l:dsE¥rall: tit ude a¢ti8Huret RT @{ncaid:RT@,al aAfsharCul t ure is what happens whe rrnnager I eaves t he room Thi sis why errpower ed e rrpl #Cust ser v ahij<en A7: If ~u' re in a "part nership" wit h ~ur cust orrer 'JC co rre t 0 a gr e e ~ t ser v atrust Serv(]eet~r Have ~u had a true irrpasse where the cust orrer negot i at e and for ced ~u#tUBtSs.,m\O? ai'ml aAfshar All I eaders, I ed before t heywere given the t it Ie. tit I e s wi n, not t I#euls~ $1:er:M.sidc iez:; . b a aev e n t hrrnn RT~ust Serv(]ee~ aAfsharCul t ure is what happens \ t he rra n ager I eaves t he room Thi sis why errpower ed rra t t #cust se r v aMlrshaCol1 ier@fout if onl ycall s would fall int 0 a schedule wit h como r t a tile es t s e r v aEreaport bost o@Ial aAfsharAiI 3 are vit all y i rrp o r t ant along wit h sl e xie r i ences - it's how we I ea#aus3: islG!p"lVOve! a act ion jay @fout@bust Serv(]ee@eankEI iasopp, incredibl yt ough 1 be an e ffe c t i vet r 0 ubi e s h 0 0 t e r wh e n #cltus t cs ED"CV\' s t i atiegOt bach RT~ust Serv(]eet<a3i::Have ~u had a true i rrp a s s e whel c u s t 0 rre r wo u I d not n e go t i ate and fo r m.m t~ rt vo sa: aMlrshaCol1 ierRT~ust Serv(]eet<a3i::Have ~u had a true i rrp a s s e whel c u s t 0 rre r wo u I d not n e go t i ate and fo r m.m t~ rt vo sa:

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reeUJl:juallyllike tot hrowin a fewttou~tlsellW)rds. kunmr~t e ba s s e r B l ight the cust orrers heart and }Qu k : I i febl ood of t he busi ness al i ve.#dtis::l:aslEfrramwi t hi n afNlrrPossel t RT@'ust Serv(]eet<a5r.:Wat al t ernat ives can }Qu offer cust orrer sin st ead of *jJstlsro1t a sa n cheLj b Seek & hi r e ppl who have in t er n al i Led an et hos of s B u i I don t hat v i a rre n t 0 r#iatJ~t&se If" '0. i n i n g. ahijsen I love when }Qu tal k I i@'al1aAl'ahar<BIT1 t ure is what happens when the rrnnager I e avescusbeseroo m a Kt t e Nl sse r Trea tea c h c u s t 0 rre r I ike the u n i que gi ft t 0 }Qu r b u are#custserv amankEIiason "@lY<en: A7: If }Quire in a "part nership" wit h }Qur cus rru t U a I I Y co rre t 0 a gr b..rs:t nS: e r v aMlrshaCol1 ierAS: That is when it is t irre to "jousttsle:r\Cust orrer" abet t ervideo Huge point .@l8lf aAfsharCul t ure is what happens when rrnnager I eaves t he room Thi sis why errpower ed e rrpl #cust se r v a su s a n b e e b e RT @har I i ei s a aea: is a r ockst a@j":an:kHm ason: @ eol aporl'tvEe been busy t atlcitlisrtg;erloot just want t0 e n joy n 9 #t a I k sm. . . ai'ml aAfshar RT @ijsen: I love when }Qu t al k I @Va::! c1Afis:ttarOtIT t ur e is what happens when the rrnnager I etA<WSt sErllevr oom a Bi ITO n e rrc c a I uov e t his! >~ I a Afs h a r Cu I t u rei s wh at hap pen s wh e n rrnnager I eaves t he room Thi sis why errpower ed e rrpl #cust se r v afIDci al Cat al }SlRTs~t e ba s s e r B l i ght t he cust orrer shear t and }Qu ~ life b I 0 0 d 0 f the bus i n e s s a I i v e . #iH.I BE. eUrrCMTwi t h i n @,ilr shaCol I i~ah. That woul d bE:#csrmeser v a i:!J..f.Q_g t s ara t eNlsser + 10 Rl@M< e n If}Q u 're ina "p art n e r s hip" wi t h }Qu r c u wi I I rrut ual I y corre t 0 #gustrserrtv. a me n clout i er RT ~t eNlsserTr eat each cust orrer like t he un i que 9 busi ness that t#kteJS1aset v a ffilATR dot com RT @'a I a Afs h a r Cu I t u rei s wh a t hap pen s wh e nth e rra n a the roo m Th i sis wh y e rrp 0 we red e rrp I #~st smrt vt e r . ahijsen AS: Th a tis wh Y ( u n fo r tun ate I 'lJ s 0 rre c u s t 0 rre r s are n busi ness wi t h. Sorret i rres it s okay t o#tius::l: se-rev cust a tj e gO t b a c h AI s 0 wh e nth e c rea m r @'a3saAfslffla.rCul t u rei s wh at happens when the rrnnager I eaves the room .. errpower rra t t #cust se r v aEreaport bost o@Ial aAfsha@ijsen Thank }Qu ... al wa'f3 t r y n q to irrprove! #cust se r v ahlteo Mia ++++1 "@'al aAfshar: Cui t ur e is what happen s when t hi I eaves t he room Thi sis why errpower ed e rrpl o je e s rra t #cust se''r v amankEIiason ,AQree but rrnnycorrpanies it s adverW.eal Ifsp:iJ!'rFer ina" par t n er shi p" wi }Qur cust orrer }Qu wi I I corre t ( #cust se r v ahlteo Mia " @'a I a Afs h a r: An i n v est rre n tin }Qu r e rrp I 0 ~ e sis an }Qu r co rrp any s b rttmls t s e''r v atjegOt bach Thanks for popping i#Ousttseroilat tonight! RT
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@ e a p 0 r t b 0 s @tal :a Afs h a@M< e n Th a n k ~ u ... a I wa 'f3 try n~ i rrp r 0 v u5t 5e r v a¢N"iellai'.e')PR THIS! RT@,al aAfsharCul t ure is what happens when the I eaves t he room Thi sis why errpower ed errpl o je e s rra t #cust se r v alilivebene @,ilrshaColl#eUlst s e riv st art s wit h list ening, repe b a c k, a gr e e t hat the con c ern i s rea I, and c rea t e ahij<en ~t eNlsserThanks lat#:dust serv amlfnancial WbRT@ovol ogid:f:~u don't t rust ~ur front line errpl oy. good d eci si on wi t h cust orrer, t hen#c:Iust' serl'N ret hem a fi'.u s t Se r va e e t Rfr@>ho t 0 i e V@us t s e r v gr e elm s:tr e ado f I\b, I h a v e use d " can we dot 0 fi x t his?' It rra k est h e c u st. fe e I I ike 1 #cust se r v a t:me gO t b a c h ~ e 0 Mia Th a n k s fo r be i n 9 ttJalrst sefrtv 0 nigh t :) a rri ken un e s 07) I\b c rea t i vi t 1, Ius u a I I Y ge t t e c h n i c a I and d e fe n pr oj ect t hat I sol ve that's si rri I ctircustSSmrrv t 0 we a¢ti8 Hur et /l8: It can happen. Irrpor t ant t 0 offer a 'r eal' e xil a i s c r i tic a I. But i t rra y 9ltCiJls t stEEr \B. n 0 - wi n affilobFbundt r eeA8. 1'1 I cal I peopl e out. I don't respond wei Ito, a n ~ hi n 9 t 0 he I p rre" 0 r t I'#m.gs;t Is ell" aY t hat . aMlr shaCol I i erTr ust :! 0~1 t@iRfeben:llcust s e riv st ar t s wi t h list en i I the con c ern b a c k, a gr e e t hat the con c ern i s rea I , alfat CI uet t @lust Ser va ee@llur shaCol I #eUlst s e rre v e r . Eirpower ed t 0 sol ve t he cust orrer' s issue, rreet and e xie e d e xie ct i rrp o r t ant not t0 a i're r s a I \t i c s A6 Ods c h 0 0 I : e )C han ge 0 r r e fu n d (d e pen d son pro d u @)arrPossel ~ust Ser va ee#m.rst ser v a hijs e n @ e a p 0 r t b 0 s tlo()'~ ~ u rho tel. Ff 0 m the ITOrre n tic hec k I left ... ~ u p r act ice d c u s t 0 n1!a: u strra e:J"11Ie n t ! a fi'.u s t Se r va e e t @l 0 t 0 i e wEfha n k s! (If ~ t#clDIlSllse ri V1 ~ u r t we e t the vvh c hat gr 0 ups e :lieu 5; t 5 ~ r v a Ml r s h a Co lie rGB: As a c u s t 0 rre r, r e ~ u 0 pen t 0 a I t ern at i v e s wh e cust orrer ser vi ce#csstles'er v a fib np e t i a ~ egO t b a c Illy pie a sur e. .. Ef1 joy n 9 "I i s t 'eli $ltg's Sf) IV n 0 am ITOn errccal t.#oust serG'B: Par k t he issue for I at er. Ther e rray be a n e go t i ate fu r the r d 0 vvn the t r a c k. Th i n gs c han ge . at:m egO t bach RT @,ilr shaCol I i 00:: As a cust orrer, r e ~u open t 0 al t wh e n ~ u h a v e a c u s t 0 rre r s e r _cas t i SI! n 'l ? a ffil0 b Fb u n d t r e eA8. I\1t fa v . i rrp ass eli nee v e r, "M. Cu s t 0 rre r, ~ u can rre, or I can hel p ~u. 'Nich one woul d ~stisertt 0 do a rno wt h ink RT ~ t e Nl sse r" le t 's see wh a tis po s sib Ie" 0 pen s the rnut u a I gi ve and t a k e . It c rea t e s d i a I 0 gu e ins tea ( #cust se r v aMchael l¥ e @eaport bostAfbrer st ay n o wit h ~u I ast weekend, th any are a s fo r ~ u t 0 i NtlpIs:tvse r v a mp esc e ,AQre e! F@S Huret Th e go 0 d wi I I ~ u ga i n wi t hac rea t i v res 0 I uti 0 n i s fltawsti se E v a rrc 0 c k e I I 1 @M< e n I co u I d not a gr e e ITOr e. " Po I i c i e s" are a bar #cust s e ran d "Fai r ness" is a val ue that al I ows for r fl e x b iii t Y

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kunlftJr@/1chael l¥ I kEPPllcust se raoe n t s provide t he best suppor t. IVan ager s, what have}Ou don e t 0 put a sm empl o je e s fac(#&9st ser v a hit e 0 Mia ~ e gO t b a c Ii3t u rrb led 0 nit ton i gh tan d~ t Se r 0 p atiegOt bach PI ease jump in whenever ready. lot s' of support net ~onpet i~egOt baclnypl easure ... Iilj o y n o "I ist enir noW#cust serv a¢N"iellal'.e')PR RT@lal aAfsharAiI I eaders, led before t heywere given t he soci al er a, best tit I es wi r#pursbtset#i&ecllDezt ti atrust Serv(]eetRfr@/l3.rshaColl iW:: /ls a cust orrer, re}Ou open to al t wh e n }Ou h a v e a c u s t 0 rre r s e r _cas t i SI! n 'l ? a tAII¥l n RT @Ie e 0 Mia: " @la I a Afs h a r: An i n v est rre n tin }Ou r e mpI an invest rrent in }Our compC#G~s:t ae'au d . arronpl e>ffi ed YES RT ~t eNlsser"let 's see what is possi bl e" opens rnut u a I gi ve & t a k e . It c rea t e s d i a I 0 gu e ins tea d 0 #cust se r v ahijsen A9: I al wa'f3 hope for al t er nat i ves when t her e is r ec #cust se r v atiegOt bach W do it everyTuesdayat 6:00 PAC - pi ease corre agai @Ie e 0 Mia:~ e gO t b a c Ii3t u rrb led 0 nit ton i gh tan d lOll t opittdust ser v ai'ml aAfshar To e xie e d cust orrer's e xie ct at ions, the al t ernat iVI opt ion, not equal tmusitnS:erriwr. atnpgoebel I\1tquot e of#cltust serrllight. N.lff said. W can finish the @fa I a Afs h a r Cu I t u rei s wh a t hap pen s wh e nth e rra n age r room a be t t e r v ide 0 AS. Ha. Ppen soft e n i nth e uti lit y sec tor. Cu s t 0 rre r s adj ust rrent s on $5 bi I ling er r or#ClBtwservcenar i o. a rrco ck e l l 1 (]eat post s! "@i"ankEI iason: "@lY<en: A7: If }Ou' re in "par t ner shi p" wi t h }Our cust orrer }Ou wi I I rnut ual I y' agr eerren flcust se''r v ai'rersal ')t ics A6 It s a sad daywhen t he perk is waving t he rest oc #cust se r v arrrsanj eet kunlftJr~t e ba s s e r E e e }Our reps from the shackl es of the wat ch t he cust orrer s r e s po n cscuet seJevcar e. aMlrshaCol ier@ijsen AI t ernat ives cause creat ive t l#icnulst~r~od a¢ti8 Hur et It can al so be sai d that empl o je e s who ar e treat e( c us t 0 rre r s fa i r I y i r#0us1l ISrem y afBet hSkl ar @4lrshaColl iAer treat rre decent I yand wit h respect go e s a Ion 9 wa y. I ni gh t not be hap p y but wo n' t be a #cust se r v ai'ml aAfshar @ pgoebet hank }Ou sir - very~<JU5tcBe}OlIl. a hijs e n RT @la I a Afs h a r To e )C e e d c u s t 0 rre r s e >p e c tat ion s , the shoul d be a bet t er opt ion, not#c~ser(\1r infer i or. ara t eNlsser RT@ijsen: A9: I al wa'f3 hope for al t ernat ives when t h i ssue#cust ser v a an d r eVlgi neverRT @lal aAfsharTo e xie e d cust orrer' s e xie ct at ions, the shoul d be a bet t er opt ion, not#c~ser(\1r infer i or. a tOO I eb leak RT@/I3.rshaCol1 iW:: /ls a cust orrer, re}Ou open to al t wh e n }Ou h a v e a c u s t 0 rre r s e r _cas t i SI! n 'l ? arrrsanj eet

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ht t p:llt .co/t nfrLpbi ati egO t bach @Tsanj eet kullMrcorre t#0ust serSanj eet - sorryfor no s a y n q "hello" sooner. :0 arri ke nun es RT @'a I a Afs h a r To e )C e e d c u s t 0 rre r 's e >p e c tat ion s, the shoul d be a bet t er opt ion, not#e~ser(\1r infer i or. @M<en I I o@eapor t bostt CIDIlJ) grtmllst ser v amankEI i ason aMlUi B I en A 9 AI wa 'f3 ! It go e s b~et:Jst7ltc5}er v aMoI'vl:::: RT @'a I a Afs h a r + 1. R@ijs en: So rre t i rre s the c u s t 0 rre r i s and ~u have t 0 say no. But, let t hem be wr ong wi t #eust se r v ahij<en Th e go a Ish 0 u I d not bet 0 jus t fi x apr 0 b I e m 0 r sat tor est 0 r e co n#cd s 11se r v aMH s haCo I i e r01 the nos e@)ERf h Sk I aIk9 t rea t rre dec e n t I Y & wi t h r F€ s p e c t go e s a Ion 9 wa y. I rri gh t not b hap p y but wo n ' #eust se r v a m veben e @,ilr shaCol I #eUlst s e rso oft en bei ng on t he gi vi ng end rre ver y s yrp a t het i c at t he r evi vi ng end. aOOvtv1fCIAL E RT @M< en: RT@'a I a Afs h a r To e )C e e d c u s t 0 rre r s e >p e c tat i( the al t ernat ive shoul d be a bet t er opt ion, not lIE: #eust se r v ara t eNlsser \Nt h social rredia, a "no" reverberat es around the be bet t er t 0 ec#mJst ~!v arrike nunes RT@ijsen: Sorret irres the cust orrer is wrong and ~u h no. But, let the m be wr 0 #guS'it t sIe rcNign i t Y. aMlr shaCol I i er@,ilui BI en It is a t wo-VlfC#:pBstrsertv a aev e n t hrran 01 M when al I opt ions ar e e xia us t ed and he cust ( t 0 c los e the a c c 0 un t , wh a Weu:Jgj: JBI \d 0 11 a¢ti8Hur et I suspect sorre of the' neg' e xie r i ences we hear abou co rrpa n y s cui t ure -- not unl ike an abusive horre or #Cust ser v atiegOt bach @harl ieisaalosCharl ie - how's the infl ight connect #Cust ser v ara t eNlsser Social rredia has t ransforrred cust orrer service; it c u s t 0 rre r 's v 0 ice glob a I rflEgsfb hslelr~ aMlrshaCol1 ierlR....as well @r[t eNlsserwt h social rredia, a "no" rever around the worl d. Wul dn't it be tttctusteset\O echo a sa n che z b A6 If ur val ue pr oposi t ion's di ffr nt fr m what a cust 0 con sid err e fe r r i n 9 the m t 0 s 0 rre 0 n e wh 0 0 ffe r s wh at #eust se r v ampgoebel A9 Yes, if I see that the corrpanyreall yt ries and #eust se r v alfat CI uet @lust Serv(]ee@llurshaColl#eUlst serlvt hink it corres do t 0 ~ uno t wa n tin 9 ton e go t i ate any fu r the r s 0 rre t i wal k away aMlrshaCol1 ier@ivebenmhhh agrEtilEdst serv arronpl e x fl e d M#eust se rws - sorre will not take no. 0 not take fe w I 0 c kin t 0 i rrp 0 s sib led e rra n d san d po sit ion s , n amrsanj eet kunID"@/1chael l¥ I ~:we cl o*ust sertvransact ion wit h no resol ut ion, the rranagers review it to det errrine " go i n 9 fo r vvcttcGlJstse r v

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~egOt bacH'11 put it on nycal endatlcuslba.s-ek'¥'u :) eet kunlftJr@t1chael W I te Fat her t han "no" we shoul d search o ffe r a I t ern at i v e 0 p t ion s . I\e v e r gi v e u p 0 n sol v i n #cust se r v aMlrshaCol ier@'a,t CI u~tJst Serv(]eetSerr-et i rre s ~u just *have to away. So rre p eo pie can not b tic ps te 8 e e d ataadagers @iveben@/l3.rshaColl ile r a l so hel ps to use "Eirot ional the rra gi c wo r d s - Wa t can we dot 0 #Qti[g 5 Eilri 11 r i gh t ai'rersal ')t ics I underst and does not rre a n I agree! "I underst and" let cust o rre r s know they r E@,beisrln~cemalr@Jirvebene #cust se r v aoilarl ieisaacs@/al aAfsharwrot e a secret book ent it led "1Gl.2ill ion Ff eaki n' Tweet s#£iDlstJtServand fi r es one ever y ni nut e atnpgoebel ~t eNlsserit 's I ike news. 011 ybad news are e xii t in! ten d t 0 be ttmrsit n~ r v atjegOt bach Wul d a n joo d y l ike a reninder tweet riIDtlstwsekvfor chat? let rre know. :) aMchael l¥ e In order to e xie e d cust o rre r e xie ct at ions avoid the the cust o rre r , then fixt he pr o bl eousfi s er aa t order. a Iffi. jan I\S " @fa I a Afs h a r: Cu I t u rei s wh a t hap pen s wh e nth e rra n ( room Thi sis why errpower ed e rrpl o~asblBe't~1.1 sai d :) atrust Serv(]eetO:e>mt inue tonight's disc#lCasbrSeirriichclnlEege linkedln (] 0 u phttp://t.co/ Lt GN QJ1 afNlrrPossel "@/I3.rshaColl ier: N3: That is when it is t i rre to "fir #cust se''r agr e e 100% ahij<en RT@/I3.rshaCol1 i(j>at CI u~tJst Serv(]eetSerr-et i rre s ~u just *have t 0 wal k away. So rre peopl e ctA<rusclltseD"at pi E arrike nunes @event hrraln o k at cust o rre r hist oryand see how it n u rrb e r s (p r 0 fi t , c us t 0 rre r i r#Irust $19'", vet c) a tj e gO t b a c h RT ~u s t Se r v (] e e t <00" n tin u e ton i gh t 's dis c u s s ion in #Cust Serichange linkedln (]hiupp:llt .co/LtGNQJ1 aMlrshaCol1 ierSpideysense!@S]adagerslt al so hel ps to use "Eirot ion vi a rragi c wor ds Wat can we do to m#&Ost ses;vr i ght ? ai'ml aAfshar It's easier to do ffi. It takes creat ivit yand int E 10 busi ness wi t h Al\Dcorrpani es. Hi r e ~o~elev a¢ti8Huret !\BC has seen this firs@trecN3.sllillrerSocial rre d i a has t ran s fo r rre d c u s t s e r v ; e a c h c u s t 0 rre r v 0 ice i s now a rre ga p h 0 n e#.Cus t s e r v a tru s t Se r v (] e e t Rf r @ h a r lie i s a @al: a Afs h a rwr 0 tea sec ret boo ken tit I "1Gl.2i I I ion Arra2i ng Ff eaki n' TVIIE#O:usta~lYI3.nd fi r es one everyrrinut e or so aMluiBI en @4lrshaColl i'lErs dont look back and get hit byt he I #cust se r v aMlr shaCol i er@?arrPossel tit's a har d deci si ctireus10semive atAII¥l n @r e go r t b a <OlI r I ate s tin fo gr a phi con the new fr 0 n t i, #Cust se-rtvt t p: I It. col FG\MI:1lctl love t 0 chat about h

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I i er@4lui B I erRJl #cust RT @ h a r lie i s a@al:

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Arra2i ng Ff eaki n' TVIIE#O:usta~lYIlnd fi r es one everyninut e or so aMchael l¥ I e @har I i ei s a aes ca l I them #vC#lcastllmr v atm egO t bach IDes it" r ecal cui at e" as errot i c@?s3.cta9EJlr~t?elRTps 0 use" Eirot ion al (FS" vi a Wat can we dot 0 rrake hi s #cust se r v aMlrshaCol1 ierln a service transact ion - if ~u don't want 0 wor can just raise ~t#rcUiStigr(~oesn't al wa'f3 work for IT aoilarl ieisaacsM.lch bet t er t @@COl¥Jpics #Tirrelal ay:) >RT ~ e gO t b a c I@ h a r lie i s a £0 s Ch a r lie - how' s the i n fl i gh co nne ct i v/l<tU)€t se r v atrust Serv(]eet@harl i e i s a ecs t it the t rut h, Char@"ae'aJilWglmaritrret wa s the fi r s t t h i n 9 I ask Gld u t rs EBfb\l) u t . ai'ml aAfshar @har Ii ei s a a cse a d Ff a@k>'LHSer vi ce twice! It is easy t I t we e t wi s d 0 m aft err e ad i itI<g..Ist $Etro\o k . (]) 0 d nigh t a I I . Th a n k s fo r t#cestMsremc5Taftt I! a i:!J..f.Q_g t s a m veben e @?adager s;§mr shacol ltilmrst sertvot al I y right! Those wo shoul d be everybits rrant ra ani ke nunes @It chael l¥ I Efiact I 1, comrun i cat e tot he cust orrer wi e xie ct scust ser v a aev e n t hrran Wat can we do t 0 rrake t hi sri ght ? >::!ove it, wor ks c @?adagerg;§)iveben@/l3.rshaColl #emst serv Mr @fa I a Afs h a rlt 's e a s i e r t 0 d 0 CR;. It t a k esc rea t i, a sa n che z b i n tel I i ge n ce t 0 ttCos.f\l\ile r v a Ml r s h a Co I lie r@lt c h a e I l¥ @ell a r lie i s a #~ a I a i s ITS Rl@fal a Afs h a r #cust se r v a I'm b i I e Ab e r d e elfliT @ h a r lie i s a @al: a Afs h a rwr 0 tea sec ret boo k tit led "1Ci1.2i I I ion Arra2i ng Ff eaki n' TVIIE#O:usta~lY& fi r es 1 everyninut e or so ahijsen He's a rra a n g! RT@har I i e@(alaaAfsharwr ot e a secr et bo ent it led" 1Ci1.2i I I ion Arra2i ng Ff eaki r#CuSllreSSr91 about #cust se r v afBet hSkl ar @SHuret@at enass§iB"s, but cust orrer sneed to be rea wei I . And not just take tot hat rregaphone wi t ho i #cust se r v aBirronerrccal L@lpgoebe@.at enass~~e t ry"l have sorre bad news: ~L right and we a r e#tI1IDlS>tn§~ \( ) r ai'ml aAfshar ~ust Serv(]eetaetrer spending a few hours wit h ~u sir of rrore chapt ers were added ttttU1¥tmulw:O a tru s t Se r v (] e e t QU'): Ho w rru chi s too m.J C h t 0 gi v e in, e s p . i nth e s0 c u s t 0 rre r ny b r 0 a d cas t wh a t t ~ s e sa!irV\e d ? atmegOt bach So ~u're real I yt aking this whol e "cloud" thing al @har I i ei s~t ser v a tm e gO t b a c h RT ~u s t Se r v (] e e t ~ rO: Ho w rru chi s too rru C h t 0 gi v e i n t he soci al age when a cust orrer ny br oadcast what t #cust se r v a aev e n t hrran @ike nuneS30und advice, t hx! >::!ook at cust orrer hist see how i t fi t sin t 0 ~ urn u rrb e r s (p r 0 fi t , c u s t 0 rre r #cust se r v aMlrshaCol1 ierYou bet! @IDHuret It can al so be said that e rrpl o~e~

"1(1I.2i I I ion

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treat ed fairl yt reat ~ur cust orrtlCastaseryin ret ur aMlrshaCol1 ierRT@'ust Serv(]eet~rO: f-bw much is too much to give in t he soci al age when a cust orrer ny br oadcast what t #cust se r v aoilarl ieisaacsRT@/al aAfshar@harl i e i s a a cse a d Ffa@k>'LHService twice! It is easy tot weet wi sdom aft tlCUSESEHl\Yg hi s a¢ti8Huret Yes! R@event hrrarWat can we do to rrake t his right '; it, wo r k s a I I @eae atge ~ i ve ben @/I3.rs h a Co I lie r #Cust ser v aMlr shaCol I i erAnswer qui ckl f. Tr anscr i pt i on ends at t#oostt CSlBrOlft ~ ara t eNlsser TY@owt hi n kle t 's see what is possi bl e" opens the d gi v e & t a k e - - a d i a I 0 gu e ins tea d 0 f tug 0 f wa r. -fa t #cust se r v afBet hSkl ar @,ilrshaColl iiEhit doesn't work, at I east ~u're n ov : )#cust se r v ai'rersal ')t ics True, unt il it happ@1iSgoero@.l~ eNlsse#cust serv alfat rick~z "@,ilrshaColl ier: C9: /ls a cust orrer, re ~u open to wh e n ~ u h a v e a c u s t 0 rre r s e r t i ss'mlJi?Su r e : cont e x -ev e r y hi ng ampesce @,ilrshaColl iAer. Yes. If treat ed wit h respect and ger t 0 he I pi rre e t IltChiSlll)Be r v a tn ve l ')til And t heydo t ~Lbst IServ(]eet~rO: f-bw much is too mucl t 0 gi ve in, esp. in t h#cElstiser \age? atrust Serv(]eetTers is whywe call it "The Fast est I1tnustoS1erTwit t er" a rrna r I esl ee321#Gnes}S new #cct r #deskt op app rei ease: Int er act i ( v813 i rrpr ovtmust serw #rrobi I e cal I back, scr een capt ..ht t p: I It. col cakSt foC ai'ml aAfshar @,ilr shaCol I Wen @,t?bi I eAber d e e rarn humbl ed and speechl ess (t weet less) - than k ~us1sserrutCh al I aMlr shaCol I i erF€spect is al I t he cust orrer shoul d want. AI I el se #cust se@iet hSkI ar ara t eNlsser Gv e awar eness, r easonabl eness, al t er nat i ves, and cust orrer t 0 r#elbstrS18r v arrike nunes A10) Gt on Social ~dia and creat e ilcU3staSlmrv-list or a Ml r s h a Co I lie r@la I a Afs h a r* ~ u * are * n eve r * t tMustt lses Sf! a rrna r Ii ei saacshaha! >~ egO t bachSo ~u' r e real I y t aki ng t hi s whol t h i n 9 a I I t @:h arralyl e i s ~s i t ser v alfat rick~z RT@,ilrshaColl iA):: If ~u don't errpower ~ur e rrpl o je e s h a v e so rre I eve rage" ~ u don' t t r us t t Wem; b IS ea rve t a hit t t3 0 RT @ h a r lie i s a@al: a Afs h a rwr 0 tea sec ret boo ken tit I "1Ci1.2iI I ion Arra2i ng Ff eaki n' TVIIE#O:usta~lYI3.nd fi r es one everyrrinut e or so

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