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Is "First Call Resolution" the most important metric for Customer Service?

Is "First Call Resolution" the most important metric for Customer Service?

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Published by Marsha Collier
Transcript of June 7 Twitter #custserv chat. Please join us every Tuesday at 9p ET
Transcript of June 7 Twitter #custserv chat. Please join us every Tuesday at 9p ET

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Published by: Marsha Collier on Jun 10, 2011
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08/11/2011

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Tweet amvan hani I on@;?vel \ill (])od to see ~u, as #cWlS~serv ara r en locker working on get t ing here, t r y n q to get tlcl:lst9;E¥fvol d aMlr shaCol I i erB ut how coul d#dnissse1 ii r st I apt op boot up ina wee @r i dget IWEkI co rrscust serv ab¥ cr rrgal a rna p i d buy He y a I I ! (] eat t 0 j 0i n ~ u ~ tn 5 e IDVl i gh t a mffr eWl{ngrran ~r e n Io ck e r Ov e the 9 ~ar 01 d #.cauiSibam'irv @4lr shaCol I iCBeat ~u ar e VIitItltstuser v ab¥ cr rrgal @vanhani It Id::ry 6tangr eat to seE#opSlt lseow atovel \W a IB ffr e WI{n grra n Wot ! R@ilr shaCol I i ~lUt how coul cWclutt$e1 ii r st I apt op boot up i n#auSllresa~ v a ffill a k elan d a u Irn her e fIrou 5 t 5 e.r \B I a k e i nth e h 0 use! le t 's c hat :-] a gr ego r t b a c h (]) 0 d eve n i n 9 eve r ~ n e! F€ ad y Wxrustoser v aMlr shaCol I i erl' rn aut hor of over 30 ecomrrer ce and on line cust orrer & co- fo un d e#cost se nv t p: / / bi t . I Y Mlr shaC a rna p i d buy @r i d ge t I Ihk1 are I at i ve n e vvb i e tot his 0 net 00. (] E #cust se r v agr egor t bach Ti rre for soitrnlst ser!v (@webAssih9:tt)p: / / 4S9. com' j aBgPF a Kt r e n lo c k e r @? ffr e WI{n grra n wo u I d I 0 vet 0, ni gh the Ips e ttl e hi #ZappoSf:cust ser v a IB ffr e WI{n grra n CEO @ h a I k boa r d €h a pte r Pr e z So cia I I"vt d i a CI u b PDl. e)f fi n e - din i n g#cl:lsf se r v a mv a n h a ni Ito n @B I a k elan d a<ia> d t 0 see ~ u! ..b i n i n 9 the 0 c hat fr 0 rn t ~ over in Eirer w i I let od ay. East IiGmfSrteprrelSen t a Ml r s h a Co I lie rCa n' t wa. itt 0 h ear fr 0 rn the big gu}S: " H r s t Ca I I F i rrp o r t ant rrscusltcse r v a IB ffr e WI{n grra n PI e a s e gi v e a lit tie b a c k gr 0 u n don vvh a t ~ u d 0 0 r #cust se r v a gr e go r t b a c h CEO we bAss i st. c a - fop p s Ie v fi r rn i n lo n don Ca n a d a . I j here.#p).Jst serv aKlovvl edgeBi sh@pvel \ill @'gal I i zaln d e e d , wei ccllaust se rona t rocks! aMlrshaCol1 ier@(lovvl edgeBisho\ferygood to see ~u#d:lJ5rbi~tv affilobChi eppa Can we use FeR dur i ng t he ne#tuS1oser~f agr egor t bach @4lr shaCol I if-der1 0 Mlr sha - rei t er at i ng t he I opi c 0 fo r so rre i n liIauSi't se r v a f1T1 5p RT @Ill r s h a Co I I i ga n 't wa. itt 0 he a r fr 0 rn the big gu}S: F€sol ut ion" t he rrost i rrpo#tusr1tserrBII: ric? a fit c h a r d N3. t 0 I i Ii) r. ftc c t ~m wi t h PC He Ips Su PP0 r t. B a c k gr 0 u n din acct rrgm, call cent er, 6-#tCgs1lser.~t c .... a Ini za. s per lin 9 @v a n h a ni I t@rh a k elan d a$F rep res e n t . He I I 0 fr 0 rn the

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bay. #c u 5 t 5 e r v amvanhani It onComruni t y IVanage@S.erVoiceW rrake tool s that rrake c u s t 0 rre r s e r vic e e a s y and I e ssp a i n fu I (]) 0 d t 0 see #cust se r v aKlowi edgeBi sh@ffr e)lll{ngrran I'm Tr i st an. do IDgi tal St rat egyat S a focus on #scr m #c.cIilSltdser v aMlrshaCol ierTo define: feR =R"rst Call #elSS)J:1ubroononyn s pol ice amapidbuy Heyall! Sandra from@Q~ticDliH.lV,b2b dail ydeal s sit e. Social rredia special ist , here to I earn rrore re: ot #cust se r v aoilasnill er Happyt 0 j#ci.Jst se rona t again tonight. Hi e v e r jo n e l # a act ion jay long t irre tech support phone rronkey. I've been the cab I e gu 1, and we b gu Y. AI vva'J5 h a P_CVLts S'ml vp . b alBffre)lll{ngrran And avvaywe go: Is R"rst Call F€sol ut ion the rrost ir #cust se r v affill akelandau Qiginal fa~u($ft orrer~n1 I~onsul t ant hel ping co's I @fer i :iDnWr el eS\Sl",i t er, charrp#oustfoserpeeps + cust orrer s aKlowi edgeBish@)?hrshaColl iMssed t he gang! Too much Tuesdayt ravel #cust se r v aHt char d Nlt 01 iR"r st Cal I F€sol ut i on wi I I be "t he rrost i rrpo r t ant can be used to payt he bill s. Tl l scushesar vi o t hardl a mv a n h a ni Ito n @ i :i8. Sper I i..b~t carre b a c k fr 0 m the r e, sol can gi v e ~ sorre love t #xrust: );er v a surm e r musol fit's one of the rrost i rrpo r t ant rret r i cs. Tone-set t touch tb:ust se.r v aMlrshaCol1 ier@(Jowi edgeBisholpm in Mani Beach on vacat ion, II og9 fo r#cust se r v a IB ffr e)lll{ n grra n PI e a set r y t 0 k e e p the APF a vvay. k ron yn Po I ice Fe r c e us i n 9 a c ron yns#c u §t 5 e r v a ma p i d buy @ van h a ni I t Id::ry 6t an! (] eat t 0 c hat wi t I#OPSlt cs~i V1 ! n aKlowi edgeBish@ffre)lll{ngrran Cert ainl y#FeR is irrport ant from a cos co n t a i n rre n t pe r S#iaast is'eEr v a ffila r r ')8 irk e t t 1Va}b error e s h 0 u I d k now t@Qinrt !h cRfo I I iTEDr e fi n e : feR = s d R"r s t Ca I I F€ stMu.s:t isaracr 0 n yn po lice a Ml r s h a Co I lie r@l c h a r d Nl t o-b iN i rrp 0 r tan t d 0 ~ use e R"r s t Ca I F€ s ( be ?#cust se r v aiferfect IDsk He's ... THE<lJY! I@,ct ion il.a~g t irre tech support ph o n i rro n key. Bee nco rrp ute r gu 1, cab I e gu 1, we b gu Y. AI vva'J5 I hel f#cust ser v amvan hani I t on@ api d buy(])od t 0 see ~ust)ser v abTidget I hk I'm in PR'lVarket ing for a ~nsas Lhiversit yand own a fr an chi gmust ser v aMlrshaCol1 ier@Barr\8irk~wa'J5 t ryt 0 define a cr o n yrs for the newb #cust se r v affilobChieppa B2B Social rredia & digit al care for tel ecom co. Rln #cust se r v aoilasni I I er Hel l<9l?ffr e\<Kngrran @/llrshaCol I i,@1 akelanda,u @(J0 wi edge B ish ap1 d eve r ~ n e e#css t i $Ie roo at a mffr e\lll{ngrran @(Jowl edgeBi shdli>w do ~u rreasur e? By i #sus1s'Serv

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In anot her I ife I was front I ine support for the phc feR, but did n 't h a v e po s i rrp act fo r B/ffiYO\E i nth e qL #cust se r v afitchardNlt 01 i@4lrshaColl ilerrranycases feR is s i rrplya crut ch of a s askrre. Mlnyuseit becausetheydon't know what e #cust se r v aKlowi edgeBi sh@ffr eWl{ngrran And #FeR is a key to cust orrer sat i sfact (CSAT) if (and onl )#ct)st seri\Ssue is s i rrpl e enough af1T15p RT @IllrshaCol I i i3lUt how coul cWclutt$e1iir st I apt op boot up ina week! aMlrshaCol ier@lchardNlt &biN do ~u feel the cust orrer (co rrp an y is ser vecffCust ser v arnbacal RT@lchardNlt c@l!h.rshaColl ilerrranycases feR is s i rrply, cr ut ch of a st at i f ~u ask rre. Mlny use it because what el se ttmusteser v a ffil a r r \8 irk e t t @"B r s hac 0 I I ~ ant t hat rtro D sst iSlHsVl 0 u I dun d e r s tan d i rrp 0 r tan ceo f feR & t r i e d poor I y t 0 be fu n n y abo uti . aMlrcio Sait 0 "Fe s o l ut ion" s e e rrs to be the ITOSt i rrp o r t ant part F€sol ut ion". "R" r st " co#aBst~(OO"rvd a E1urb e r c I eve I a 1G?4l0 eve n i n 9 eve r ~ n e , s 0 gl ad t 0 be a b let d 0 j 0in i been awhi I (#.c.u.st) ser v a llJJa I I i Z2i @.rrber cl evel cga>dd even i r#gus' ser v a fit c h a r d Nl t 0 I i@4l r s h a Co I I i F€jq i s the B EST rre a sur e 0 f how qui c k I Y a r pr ovi de poor ser#tOta:S.se:r)v amvan ham I onAi t hough I've read a bi t about it, I'd love t 0 hear Call F€sol ut ion" be jo n d 1#cuss1oserOlus! a to vel '#J feR i san i rrp 0 r tan t s t e p , but , a po sit i vee >p e r i e n c can n ot be r esol ved i nitI1ru:Stase::rlvy. a Ml r s h a Co lie r@v a n ham I t t9 ICCe t 0 s e #c]jDSJ 5 e r v a rna p i d buy" RT @Ill r c i 0 Sa i t 'bP.e sol uti 0 n" see rrs t 0 bet h e ITOs tin of "R"rst Call F€sol ut ion". "R"r~cOstCBlB'"svsecond a KI 0 wi edge B ish @ ffr e WI{n grra n But I t h ink the MJ3T i rrp 0 r tan t rre t r i li fe t i rre Cu s t 0 rre r Va I tJtcL(SC\$e r v a act ion j ay @4lr ci 0 Sai tSClD can we rreasur e separ at el y bet ween wh fi )€ d s 0 rre t hi n 9 and wh e the r the c u s t :jCClOlSt a r ht s b a c I s a ffil 0 b Ch i e p p a feR i s i rrp 0 r tan t but ~ u h a vet 0 h a v e 0 the r rre t ric & t ran s fe r t 0 rl£astnSE r v afitchardNlt 01 i@(Jowi edgeBisholpd second that. lifeTirre Val ue shoul cor e of ever 'J. hi ngleastlser v a hrI\Ill r k B ern h a r..ti t n i n 9 I ate - - s top p e d a t gr 0 c e r y s tor e top i c k u~ #Nlt i onal Chocol at elceCr e a rnay bef:#)austj mnwng amssgot t rockffi@hal kboarde<Dpic: Is "R"rst Call F€sol ut ion" the i rrp 0 r tan t ~c DSt ~ e @a r s hac 0 I I @err'>6t kin son ami zasper ling IDr ect or of Cor p F€I a@$ED:rssiiicps: ech to br i dge i nt er n e x er n al soci al net wor ks & rrake 1#blSSlb SDDivi e, t 00 a KI 0 wi edge B ish @ ffr e WI{n grra n her rre t ric s t hat rra t t e r t 0 rre a r e Elfor t Seo rea n d I\e t Pr 0 rrotICBst ~ne arnrrber cl evel al@tgal I i zahi , d 0 ~u kn ow if t her e is a cur#cBstl: Sej[Jvst a Ml r s h a Co I lie r~ egO t b a c h" did n 't h a v e po s i rrp act fo r B/ffiYO\E i n t ~ queue" <---can ~u el ciAJtGlIlStl.tsef?v

agregort

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t@-arcio sai1l-lcDve run int 0 rranyinst ruct ed to r esol : but not cap a b I e - end e d u p fr u s t rat i n 9 h e c k 0 u to· #cust se r v a mba c a I RT @l c h a r d Nl t c@I!h. r s h a Co I I i F€jq i s the B EST rre a sur e 0 f how qui ckl ya rep can pr ovi d e pctb:lUs~ESEMiyte. :) amservoice 10e s ~ u r co rrp any d 0 ph 0 n e sup p 0 r t ? Th e n ~ u ni gh t wa ch eck 0 ut the dis cu s s i#<a:osb\&errtVcDtn ght ! i a act ion jay @vanhani It foom t he cal I floor t 0 ~u: Fir st Cal I R rreasur es whet her an issue is deal t wi t#nuisr1 SUTat fel agregort bach It hink feR sounds se~1 ike O%int erest )but it corre OJ a lit y 0 v e r qua n tit yap p lie s. 6p e c tat ion I\1:lm ITO r e #cust se r v ahrl\lllrkBernhar-d1t RT@lchardNlt @!iawl edgeBisholpd second that lifeTirre Val ue shoul d be t he core of e'#£[J¥trsellgvwe do a IB ffr e WI{ n grra n @(J0 wi edge B ish @t arb u c k EJ" re a I I Y I ike s I\e t Pr 0 ITO t erE t 0 c#.cust se r v a Ml r s h a Co I lie r@(J0 wi edge B ish ~ e rra n y 0 f the iss u e s ~ u fa c e s i rrp Ie? not ? #FelMcust se r v a Ml r c i 0 Sa ito @.ct ion j..o ¥ t a que s t ion 0 f fo c us. (]) fo r res 0 I uti 0 n jus t a go 0 d co n s E#opwesib r v am aoilasnill er feR i s the ITO s t rei e van t rre t ric tie d t 0 CSAT - - wi I rret rics I ike bal anced QA and fir#sllstcSerl1i!ll.CRics cust orrer' s eval uat ion is ul t i rra t el y what rra t t er s. ab¥ cr rrgal li fe Ti rre Va I u e i s ITO r eke y. Irrp 0 r tan t t hat c u s t " he a r co rrpl a i r#tust se r v a l1!]a I I i lLi @. rrb e r c I eve I nd:lon' t hi n k we h atto::ust ns:e ~ amvanhanil on@.ct ion jla~s it count as First Call F€sol ut ion if' ho I d#.Cust se r v amapi d buy RT @r e go r t b a clh t h ink feR sou n d sse '>0/ but i t co rre s wi t OJ a lit y 0 v e r qua n tit yap pi i e s. 6p e c tat i tmu si't!:lse r vrrp 0 r a m r r y.liJ98 (]) 0 d eve n i n g, eve r ~ n e . en ad t 0 be b a c kin the c ha . #cust se r v aMlr shaCol i erl\bt enough cust orrer i nsi ght @ljrcIinCiRfD$:l'il\llHr is G{CFR t he BEST rreasur e of how qui ckl ya rep can pr ovi de pOI #cust se r v amvanhani It on@.ct ion j (C£¥ld t hank :P><tLI~t:s)erv a gr ego r t b a c h @,i=l r s h a Co I I iStlrr e - I s pen t too Ion 9 wi t h 1 c us t 0 rre r po sit i v e wa itt i rre s fo r a I I c u s t 0 rre r SI.cLWt SE rgtf n era aMlrcio Sait 0 @ar r \bi r kelt we. I've seen 1#biaSt SOO"OI. agr egor t bach @ api d buyThx for t he#cRrst ser v affilo bChi eppa Wa t doe s ~ u r c u s t 0 rre r d e fi n e a s feR? 10e s wa i tin 9 f & hanging hurt feR? Yes. Transfer fr o rn aearat secndept a act ion jay @vanhani It }Cp. The cal I doesn't end, and the cust have to call back and e>pl ain their s i tscas ti ae r v o a b¥ c r rrga I @ van h a ni I t Itili 0 n hoi d co u n t tic l.ES.1 §4H v a Ml r s h a Co lie r(]) 0 d poi n t !@Heg0 t b a c H s pen t too Ion 9 wi t h 1 c u s t 0 affect posi t i ve wai t t i rres for al I cust orrer s. Ws a #cust se r v a mffr e)lll{ngrran @vanhani It IOOw rrany co rrp a n i es rreasur e fi r st cal Ire t heyt ransfer the cal#lcusbsetillers?

affilarr\Birket

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@,ct ion jla~s it count as R"rst Call F€sol ut ion if' hoi d#.Cust ser/wi@vanhanil ton amvan hani I t on@r egor t badhagr ee. I'd r at her have peopl e wai t for c en sur e I get I d 0 #idust i~t \( ahrl\lllr kBer n h a r ld we ' r e rreasur i ng acr oss channel s (phone, chat, e rre shoul d we say feR = R"r st Cont act #eesblsetriton? alnt t I ewp I'm rreander i ng o#eDst ser viav e n ' t ever been befor e, awesorre tho!! aHtchardNlt 01 i@,i=l.rshaCol1 ilepeopl e are honest, I'd guess most cal d e fi n e feR i nth e fa s h ion t hat be s t sui t s the co rrp a #cust se r v atns a A For d RT @rMI. r k B ern h a r cBft e r e rre a sur i n 9 a c r 0 s s c han n e I s (I w c hat , e rra ii, soc i a I ), s h 0 u I d we say feR = R"r s t Co n t c #cust se r v atovel \til Ffomt he ninut e t heyconnect wit h ~u it becorres in #cust se r v a Ml r s h a Co lie r@v a n h a ni I t lITe n ~ u fe e I wi t h mo ret i rre ~ u can ge t ce n t r a I cu s t 0 rre#clilstas:e1 v a mv a n h a ni Ion @,ct ion j~ So rra }b e the go a Ish 0 u I d n 't be fi r s t c: but r at her consi st ent e oe r i ence? Sarre#agesrbtsel!\YIer) aoosepf RT @,rrber cl evel c@""9al I i zih i , d 0 ~u kn ow if t her e is a quest i otl6lust ser v a Ml r c i 0 Sa ito 10e sst r i v i n 9 fo r feR I e ads a ge n t not t 0 lis ten anc pro per 1#¢i\.J t 5 e r v 5 amvanhani I t on~ffr e)lll{ngrrnn (])od quest #OU5t serv a tOO. r I So r v i n 0 @ ttl e@g;Jt ion i i3.~ , d a rra n t #mJs~ s ~ r v amapidbuy RT@bvel \til: Ffomt he ninut e [cust orrers] connect wil becorres i rrpo r t#aust.ser v a mv an h a ni Ion @,i=I.rs h a Co I I iSe>rrre i rre s! But t the n a ga i n I doe rra i I s u phone, so I' mj ust pont i#<WIStiSlEghlere. a IB ffr e WI{ n grrn n RT @Ill r c i 0 Sa i tIDe sst r i v i n 9 fo r feR I e ads a ge n t not an d ack n owl ed ge pr :j~tl !{e r v a roct ion jay @ van h a ni I t Ibd go fo r fi r s t con t act res 0 I uti 0 n. Th e the c a I I t a k e sown e r s hip and fo I I 0 w.:#du B t csteghvtot a gr e go r t b a chi s u gge s t feR not a t a I I #c.<I> rste iii IlEt 0 hf aut 0 pi lot . Si issues ar e never "si rrpl e" for the ttdLis:tnse.rvtl i st en f amapidbuy @vanhanil t@,ot ion jAsya consurrer, I'd prefer that. love to be abl e togo back toM( agent if need ass #cust se r v a b¥ c r rrga I @ van h a ni I t @me go r t b a <:fu rre t i rre sis 0 n I y res po n sib I e back. /ls long as cust "heard" isn't t hat what t he~ #cust se r v a fBI: arb u c k e r RT ~ ffr e '}(.I{ n grrn n : @(1 0 wi edge B ish @t arb u c k EJ" re a I I Y I ike ~ i'.et Promot er E'co#eustrnrer(vndeed, love it aMlr shaCol I i er@van hani I t Ibm an on lin e per son as wei I , but d i s cu: the sec a n gi v e u s dee p Ql:1C u sn ss ~h" s arukronohiohomRr@lllrshaCol1 ifuo:d point ~RfgOt bacH spent 00 Ion wi t h 1 c u s t 0 rre r t 0 a ffe c t po sit i v e wa itt i rre s fo r a gen er al kiusl ser v alni zasper ling ~ffr e)lll{ngrrnn @vanhani I t ian on hoi d cal led doubl e

alnizasperl

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feR? #eust se r v agregort bach Hey. .. that's just what l@htirQE\<l{n!brmmnat! @,i=I. c i 0 Sa i t :0: 10e sst r r i v i n 9 fo r feR I e ads age n t not #eust se r v ahrl\lllrkBernharWnnect ion to resol@l)\,jroln)4J:1 FROmt he ninut e they connect wit h ~u it b e co rreacuspcsetr an t . alBffreWl{ngrran @.ct ion j@.yanhanil t'reTysinil ar to sorre pol ice d epa r t rre n t s. R"r s t 0 ffi c err e s po n din 9 i s cas e rra n agE #eust se r v amvan hani I on@\t cr rrgalYeah, that rrakes sentimlstt CSe1'Bl aoosepf +9 RT@bvel \ill: Ffom the ninut e t heyconnect wit h ~u i rrp o r t a#dust se r v am r r y.liJ98 I t hi nk we have t 0 consi der wai t t i rre as wei I as F( t i rre = d i ssat i sfi ed cust orrer s as rruch #lm.Jst se.cllf of R a Int t I ewp @ a r Iso r v i Iti 0 Ca r I , t han k s!! go 0 d @.ClCt t1XJl ?j 00>y:J t ki #eust se r v a tns a A For d OMler shi pis t he real issue wi t h t he power hat go #eust se r v amvanhanil on@,i=l.rshaCol1 iM>rsol ut ely, I'm I o vl n q scuss seati :) a iflO\JllL RT @,i=I. c i 0 Sa i t 'bP.e r sol uti 0 n" see ms t 0 bet he ITOs tin of "R"rst Call F€sol ut ion". "R"r~eOstCB1B'"svsecond a gr ego r t b a c h Th a n k s fo r @l< ron 0 hi 0 h 0 r@4l r s h a Co I I @ire gO t b a c h #eust se r v a I1J) ace 101 feR i s A rre a n s t 0 a n end. Ef1 d d e pen den ton co. go a " s 0 wh at" not #~wlscll.s ~ r v t a mv a n h a ni Ion ~ ffr e WI{n grra n @.ct ion i Ja¥:j the y are n' t r e qui red t 0 case on the fl r stcusa+ser v ) atns a A For d RT @"1O\J1li.: RT@,i=I.rci 0 Sai t 'bP.esol ut ion" seems t 0 be t ITOSt irrport ant part of "R"rst Call F€sol ut ion". "F #eust se r v a act ion j ay @ ttl e@er I sor viClM1esorre, t harelist ser v a Ini za. s per lin 9 Ti rre fo r new t a o n o~t 5 e,r Vl 0 ? a mv a n h a ni Ito n Arre n ! @,i=I.r i 0 Sa. i t 'bP.e c sol uti 0 n" see ms t 0 bet h e ITOs t par t 0 f "R" r s t Ca I I F€ sol uti 0 n ". "R"#c$JS SEJTlIe sse cor t' a Ml r s h a Co I lie r@v a n h a ni I t 1trn t s wh Y we s tar ted it. 1.0 v e ge t tin 9 r E W I ear n ITOr e wh e n we h ear fr 0 m u n r #M lEStt ESe r CYt her s a fit c h a r d N3. t 0 I i Pe r fe c t e )6 rrp leo f wh Y feR i s b 0 gu s. .. War e now ask i t i rre s" co t#rQ:tJs;t se r v amvanhanil t on@.ct ion jlalyike that. "R"rst co n tsaest se s e l ut ion". a IB ffr e WI{n grra n @ i za. s per I iAl 9 a x 0 n c u s t 0 rre r s e r vic e? 10n 't let pol i t h a#e.ust se r v a rna p i d buy ~ r r y.liJ9 8 R gh t . 1.0 n 9 wa itt i rre i rrp lie s a lot 0 f t hi I\b tor ga n i :ie d. I\b tin fo r natb,us:tt SlH 'l t c. a rnba c a I RT @p ace 10 1: feR i s A rre a n s t 0 a n end. Ef1 d d e pen den go a Is. Foc us 0 n "s 0 wh a t "#<rustt s'6I'fh~ t " a oil a s ni I I e r f-b we v e r i rrp 0 r tan t , c r 0 s s c han n e I feR i s a ITOn 9 the t accur at el y rreasur e, especi al I yas t ouchpoi nt shave #eust se r v a rnct ion ay @v a n h a ni I t@:rlfr e)lll{ n grra n I' d I 0 vet 0 sol ve d i ffi cui t offl ine, but rranycust orrers won't wait #3I:ost<Selrlv rig

1: 16 a E1urb e r c I eve I a I@e ffr e WI{ n grrn n i s the rea cur r e n t que s t ion? I can' t I ate) Th a#cIust se r v 2011-06-08 1: 16 a MH s h a Co I lie r,AQa n m go 0 d poi n @l i a r d Nl t olPei : fe c t e)6 rrp leo r f wh Y FeR is bogus ... Ware now asking if "holtttustl9E9'""vcount ~ 2011-06-08 1: 16 a Iils a A For d (] eat lis ten i n 9 ski I I s are the fo un d at ion tor es0 t 0 fa s t err e sttDulSll iserr.v 2011-06-08 1: 16 a rri ken un e s RT @(1 0 wi edge B ish a;@? ffr e)lll{ n grrn n her rre t ric s t hat r t 0 rre are Cu s t 0 rre r Elfor t E'co rea n d I\e t#eBrsdnmtr 67r Sc 2011-06-08 1: 16 aD¥ cr rrgal RT @r egor t ba<siuJggest FeR not at al I #ClUIlSdlrstellillEtohf aut 0 pi lot . Is sue s are n eve r "s i rrp Ie" ftxrustt 11m rat i en t 2011-06-08 1: 16 a Ml r s h a Co lie r@.rrber c I eve I cM1'dre deb a tin 9 R"r s t Ca I Ire sol uti 0 n #eust se r v 2011-06-08 1: 16 arnt t I ewp RT@vanhanil t@rci ion jlalyike that. "R"rst cont act #eust s e r-v do too, is it possi bl e, tho?? 2011-06-08 1: 17 a mb a c a I RT @l c h a r d Nl t olPei : fe c t e )6 rrp leo r f wh Y FeR i s b 0 gu s. .. \ nowasking if "hoi d t i~stcsemtv? 2011-06-08 1: 17 a IB ffr e WI{ n grrn n @. rrb e r c I eve I c8a>a1 r y.. To pic: Is R"r s t Ca I I F€ sol uti 0 n irrport ant rret ric in#C:Ust Slerv? 2011-06-08 1: 17 a ffil a r r \8 irk e ttl t hi n k FeR i s bet #eels t C1m rail: tit u de t han so rre t hi n 9 . rre a sur e d & rewa r d e dip u n ish e don a pas s I fa i I bas i s 2011-06-08 1: 17 a IB r r #iJ9 8 @ a p i d b u ya s we I I a sage n era I fe eli n 9 0 f "I jus t don t i rre. #eust se r v 2011-06-08 1: 17 amvanhani I on@.ct ion j lI~e. Per haps we need s rra r t s}St errs that the s a rre a glBcrust s e r v 2011-06-08 1: 17 a B1.l rm e r m.J sol f Am I ni s sin 9 wh a t FeR en t a i Is? Wa tis the a r gu rre n t #eust se r v 2011-06-08 1: 17 agr egor t bach Irrngi ne i f ~u had a choi ce? Pr ess 1 t 0 sol ve t hi s i n s issue. Pr ess 2 t 0 sol ve t he root pr obi em f-bl d t i r #eust se r v 2011-06-08 1: 17 a act ion ay @t t I e~anharri It wrt h good tool s, ~u can at tach age n t s t 0 c u s t 0 rre r s, eve r ~ n eon h e fl 0 0 r k e e p s c #eust se r v 2011 - 06- 08 1: 17 a hi 0 vega ric k @.I rrn des n u d la v e had iss u e s wi ~ u r gr 0 ups p a mni n 9 ny E b4, now#FB. Plzkeep~ur prorroter ArrnndaArrid in ct f-KRFlIBlE #eust se r v 2011-06-08 1: 17 aHt char d Nlt 01 ilf peopl e can't say whet her hoi d t i rres Sf-OJlDcount , n 0 ide a Wi the y wa n t FeR i nth e #ti: OJ 511: s" t ~ c e . 2011-06-08 1: 17 amapidbuy ~rr#iJ98 True, and "I don't knowt hat t here's an pr obi em ei t l#eDst .s'e r v 2011-06-08 1: 17 atns a A Ford RT@vanhanil t@rci ion jlI~e. Perhaps we need srra r t s }S t errs t hat sen d the m tot MeusE. se r arge n t 2011-06-08 1: 17 a Ml r s h a Co lie rCu s t 0 rre r s e r vic e can' t be 0 n "a u top I i 0 t " - e a c h c u d i ffe r e n t sit u a t #m.rs.t ~'N 2011-06-08 1: 17 a in rrc cos t a go 0 d eve n WKt 9 s t s e roo a t 2011-06-08 1: 18 a hrI\Ill r k B ern h a r RIgh t ! "R" r s t " and "Ca I I " (" Co n t act ") are rro d i fi e r s a I I - i rrp o r tan t " F€@tcurt lirorri 'I tl@tJr ci 0 Sa ito #eust se r v 2011-06-081:18 atovel '#J kknowl edgerrent throughout is irrport ant ..... list t he cust orrer know ~u under st and & wi 1#lcuSlbrslertvo r . 2011- 06- 08 1: 18 aMlr shaCol i er@l char d Nlt cS10ul d hoi d t i rre#eosltrstn?v 2011-06-08

an

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on@urmermusoll$ it most efficient /effect ive tot ryt 0 wit h t he person on the ph(#oBs(csrerool d)? a liH r y.liJ9 8 ,AQre e d . @113. r s h a Co I I i gill S t 0 rre r s e r vic e can t b eon "c - e a c h c u s t 0 rre r has a d i ffe r e n t #si:UIs It CSE ~ n. lye s ? t affilobChi eppa lVeasur e }Our tot al r esol ve rat e wi t h feR look for CI c a use s t 0 i rrpirca s t s e r v aD¥ cr rrgal Hey .a ck i @ rrccost <filod t 0 chat witlcl:lsJQser v affilarr\8irket t@vanhanil t car t ainl yhave those srrart s}St errs, sin phone nurrber or provided <1fla.dsbservid amvanhani It onRT @lchardNlt dfl jou cant saywhet her hoi d t i rres 8m co u nt, the n }Ou h a v e n 0 ide a Wi the y wa n t feR i n t ~ #cust se r v aMlrcio Sait 0 IVake cust orrer wait for long t irre vs. Efld call and ~ commn d i I en#eust ser v aMlr shaCol I i er@obchi eppaf"hen feR is mor e of a d i agn osi stool for cc #cust se r v arnffre\lll{ngrran @Barr\8irk@tv13.nhanil t~en keyt 0 a unique IPaddress cust orrertreust serv a tns a A Fa r d RT @BobChi eppa~asur e }Our tot a I r eso I ve rate with co n sis ten t roo t ca use tt:ctlst srmprvove @ rrcco stile y .a ck #eust se r v atovel \til aB1.lrm er musol @ van h a ni I t -0 re ffi c i e n t ? !\b. Elfect i ve? Yes. AI wa}S 9 c i r c u rrs tan c:ilc$us t s e r v a fit c h a r d Nl t 0 I i@,i=I. s h a Co I I i €feR doe s n' t rra t t e run r I e s s }Ou r c u s tom rra t t er s. In t hat case, hoi d t i rre arellilftrSelSVUp t0 agregort bach An analogy: feR has pot ent ial to be t he aspirin whe #cust s e roa n el ininat e t he cause. IOn't ttcunS:trSEirvit, aMlr shaCol i erCal I back is be@t1lrroi oRlSai t I'OO:ke cust orrer wai t for I c t i rre vs. Efld cal I and get back I at er#ous:bSIDllI'l di Ie amapidbuy @,ct ion j<a:yn al so ensure newagent s have access t( pre v i 0 u sis sue s , but can i rra gi n e its bet t e r t 0 s tic #cust se r v ambacal <W char d Nlt eslt iop it R char d u rraki ng t ot;cUllSJlcise9'"aIIlse a in rrc cos taRT @obchiep p a~ a sur e }Ou r tot a Ire sol v era t e wi t h co n sis ten t roo t ca use tt:ctlst srmpaqvere 100% a mv a n h a ni Ion @Bar r ')8 irk ere p. I t h ink i t wo u Ids a v e a lot 0 f he a d a money:#cust serv a roct ion jay @,i=I.r i 0 Sa i tid> 's a j u d ge rre n t c a I I. c I ten d t 0 gi v e c choi ce bet ween hoi ding or get t i ngttcusctlse'rE!llTBi I bac a Ml r s h a Co I lie r<W c h a r d Nl t ~ t 0 I ute I y cifWus~ !s e r v a B1.l m e r musol f ,AQre e d . r : ) @ ~ c a I@l c h a r d Nl t eslt i 0 pit R c h a r d u rra kin much sen s:jcust ser v a tnt tie Wf3 RT @a r c i 0 s a i t I\,b k e c u s t 0 rre r wa i t fo rio n 9 t i rre v s . get back I at er - co rrrroacuau sermEum co's ar e I et tin choose afitchardNlt 01 i@bacall think we are focused wayt 00 high here. Wa one rret ric when we need tot al k ph#clm>to~erV)f rrgm arurrbercl evel a@IHshaColl iteinanks IVarsha! f-bpe }Ou' re enj o y n q }Our #cust se r v amvan hani I t on@urmer musollfd on' t kn ow if it's effect i ve t 0 put so

amvanhanil

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wh i I e 'yO dig t h r 0 ugh use r gu ide s. Ca I I b a c k i s I e s s u #cust se r v aliHry.liJ98 Too bad we don't I ive in a vacuumand have an unl wh 0 can wa ito n p eo pie t 0 c a I lin sire lis IJ ES"E!EJ'" usn 0v a~agl ey Yes &B>I e)Usrocj@ t his!@lmlrshaColl ier Cust service c on "aut opl iot "-each cust orrer has a diftQJ:ICBsttserNua a b¥ c r rrga I RT @r e go r t b a c h: R&ffd. s pot e n t i a Ito bet h e asp i r i n w #cust s e roa n el ininat e t he cause. IOnt dtm.Istrserwt, arnftre\lll{ngrran f-bw rranyFOrt une 500 corrpanies are using FeRt 0 rre a s i pe r fo r rra n cti.Jst se r v a f1T1 5 P RT @/ll r s h a Co I I i ga I: I b a c k i s b @All: r e 0 RS3a. i t ke c u s t 0 rre r wa i t fo rio n 9 t i rre v s . Ei1 d c a I I and ge t be d i I e rrnacust se r v afitchardNlt 01 i~rry.liJ98 If 'yOu#cust serdtept is budget neut ral, or a cent er .... wei I that's close t 0 a vacuum aMlrshaCol1 ierlO 'yOu know?f-bwrranyFOrt une 500 corrpanies are using rreasur e CSR per for rra#l~ ser v a B1..I rm e r rnusol f @ van h a ni I t -0 ri f use r gu ide s are wh a t 'yO red u' i ggi n 9 t agreed. If 'yOu're abl e to pull act ive levers toward #cust se r v amvanhanil t on~rry.liJ98 Wat about having non-support st aft rrerrbe during busyhours?Yknowl ike ... t hat one shoe co rrps #cust se r v aMlrshaCol I ier@lchardNlt o lcia n ' t bel ieve t hat it can be a profit #cust se r v a fit c h a r d Nl t 0 I i~ ftr e WI{ n grra n IVbs t FO tun e co rrp ani e sus e feR r Pe r h a t hat's wh y so FHNFO tun e co rrp ani e s ttcrus t ~(I!)ldv at r affilobChieppa @/llrshaColl i'lDru need to diagnosis before 'yOu can fixl Addit ional rret rics on the rttqDJsltismrvespect arnrrbercl evel aWinit el yprefer call@baolbaliilil ton.: sorreone on hoi d wh i I e 'yO dig t h r 0 ugh use r gu ide s. Ca I I b a c k i s I e s s u #cust se r v alTpace101 feRal so forget s about sel f service, think rrore FPSR Sol ut ion F€sol ut ion - cust s chooses channel THEY we #cust se r v agregort bach @\t crrrgalThanks for the RT's and gl actlctJst seev'yOu! aMlrshaCol1 ierRT~rrY898: Too bad we don't I ive in a vacuumand un I i rn t ed suppor t st aft who can wai t on peopl e t 0 wa i t #cust se r v alnizasperl ing f-bw rranyFOrt une 500 corrpanies are using FeRt 0 rre a s i perforrrancti.Jst ser/wi~ftre)lll{ngrran (t heyare I ike it not ) a oil a s ni I I e r Lh d era p pre cia ted co s top p : Irrp r 0 v e d feR I e ad s t 0 and cust orrer s -- lower i ng agent chur I#ctislllSerrvi ng CI afitchardNlt 01 i@/llrshaColl iM>rsol ut#Mupt se roa n drive profit. It's n aquestion ... amvan hani I t on@urmer rrus o l Srr e, if 'yOu can pr ess a coupl e but t on s. have back t hose hour s spent on hoi d whi Ie sorreone #cust se r v amapi d buy @. c t ion j &I. 11 e Ips rra k e a sea rrI e ssp roc e s s fo r c u s tor

r

roo

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Ff u s t rat ion k n 0 INS nob 0 u n d s fo r a c u s t 0 rre r t hat h, h i rrs e I tic u 5 t 5 e r v a til s a A For d ~ ftr e)lll{ n grrn n Se e rrs t hat I\PS and FeR are t wo 0 f the pop u I arc hoi c e s . I\b ide a how rra n y are C#CiJ SIB Is e ~ UJ sin ~ ambacal @lchardNlt callgree but t hat requires significant d i ffr lack i n g#clOIst se roo rrrru nit y a hrI\Ill r k B ern h a r Itt ~ u don't k now, say, "I don't k now but I' I I fi n dOL answer or sorreone who has answer, even ifcall-back #cust se r v a Ml r c i 0 Sa ito @a r s hac 0 I I (€a I I b a c k i s bet t e r] - I a gr e e, and mu cust orrer feel s confidel#tustbsetvit a surm er musol f @van hani I t -o raqr eed. That e xarrpl e is wher e ed ucat i co rrrro n sen sea rei n va#<WIS:t1 sser y aMchael ludvvig6terycust orrer is uni~EI!sFRiraColl iCSxst orrer service cal be 0 n "a u top I i 0 t " - e a c h c us t 0 rre r has tre u:5itffs e e Il t aMchael ludvvigRT@rMI.rkBernharcBft}Ou don't know, say, "I don't kno fi n d 0 u t fo r 'yO U." H n dan s we r 0 r s 0 rre 0 n e wh 0 has an: ca I I - back 2#cust se r v aoilasni I I er ~ftr e)lll{ngrrnn Rli ses hand "f-bw rrnny For tune 500 cor ar e usi ng FeR t 0 rreasur e CSR per fc#rcustrSEe1'v afi'chni k FeR adds pr essur e to a rep t 0 sol ve i mrredi at e "i ss , lis ten i n g' t 0 u n d e r I ~ 9 &I i se: 0 1Il r s e . atns a AFord Call back s e e rrs rrore professional as longas the r. pronisetllcust serv aHtchardNlt 01 i@bacall'd be int in 'yOur thought s on a repl yl rra d e WI 'yO the u lin k. (i t 's not a b I 0 g,#qust tsea VI" e ply I d i ( a tn ve l '#J Cust orrers deserve honest yand t heyneed to knoww on the ot her side of the phone/screer#.cLBiti selC'l is affirarr\Birket t@errwvs9lWul d not need so much support st aft if cos t hcitcust se rsr ar t s befor e cont act & rra y even avoi d r cont act aMlrshaCol1 ierlnsight : @If"chardNlt c&J)st Fort une corrpanies use FeR Pe r hap s t hat's wh y s 0 FHNFo tun e co rrp ani e s are r go 0 d #cust se r v afi'chnik RT@rMukBernharcBft}Ou don't know, say, "I don't kno fi n d 0 u t fo r 'yO U." H n dan s we r 0 r s 0 rre 0 n e wh 0 has an: ca I I - back 2#cust se r v amapidbuy @pace101 Wat kind of tool s woul d a co. have in pi c accur at el y rreasur e FPSR t 0 kn ow they r esol ved upon t o uchpo l scust ser v atns a A Ford RT@lchnik:FeRadds pressure to a rep t 0 sol ve imrrec rat her t han list ening t 0 undtroulsJIS~rdviscourse. aMlrcio Sait 0 @,ct ion j'lE¥>, but sorret irres hard not to rra k e cust ar e st al#lcusg.ser v arnrrcco s t a FeR is even so i rrpo r t ant t odaywebsit e provide so that if t hey have t 0 cal I t her e must#cllDs&t serr~al pr ( agregort bach Yep: 6pect at ion Mlnagem@rta RrFord:Call back s e e rrs rro rep r 0 fe s s ion a I a s Ion gas the rep can del i v era #cust se r v amvanhani It on@urmer rrus o l So I guess what I'm get t i ng at is that

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rre t ric, sin c e it' s not a I ~u $ t hse b v s t lD{ affilobChieppa lVeasure feR, tot al resol ve, tot al cont act s, issue hel p find gaps in process, t raini#lcg,sts.rtVITS, et c arnnneagor en RT @bvel \ill: Cust orrer s deser ve honest yand they nee( what is going on on the ot her side of the phone/scr dead I ~ust ser v alnizasperl ing @hasnill~ffre'}(.l{ngrran t hanks for ho n e s t y You win fc , not a not her Rr #a:um r sI~ ~ v afi'chnik @rMI.rkBernhartltlon't underst and why corrpanies are t 0 say. "I don' t#cIslSIDwe''r v a act ion ay @sa A R>rdhere's where it get s tricky, rranycent er " wo r k t i rre" bet we e n c a I Is. Th e age n t ni gh t ge t fo r ( #cust se r v aMlr shaCol I i erThe ... R"r st cal I rb..a:ltuseirooslCDes is a fl awed rret r i ( am ovegarick @JniorToot~e}Ou rei at ed 2 Arranda Anid? PI ease kee nonsense in check. FB spamrer, #1OIiiM3siH&tshe will hur t }Our #busi ness arnrrcco s t a feR shoul d not be t i rred - csr' s shoul dn' t be pr ess u n d e r 5 ni n s - t a k e the t i rre and sJ: ese rile pro b I e ahrl\lllrkBernharJitlged on feR, perhap@'ctRfik@rMHkBernhartltlon't u n d e r s tan d wh Y co rrp ani e s are s 0 a fr aid t 0 say. "I d 0 #cust se r v affilarr\Birket t@rrccost l!iut so rranydrive up cont act s#bl1stasen~ sel sod i ffi cui ton we b sit e s aMlr shaCol I i er@.ct ion j laye al wa'f3 fel t an agent is j uggl i ng sever especi al I yon I ~8stlliB:r v aMchael ludwigEirpower }Our errpl o je e s to do what's right. If a conce add res sed 0 n a fi r s t c a I I the n t a k e #J:aJs~ m rtv h e c L amvanhanil on@,ilrshaColl i'lErs. WII-int ent ioned but fl#swstlse:r)vlMatt61877 RT@t1chael ludwigirpower }Our errpl o je e s to do what's a con c ern can be add res sed 0 n a fi r s t c a I I the n t cust om#c.ust ser v a act ion ay @,ilrcio Saitlarost cert ainl yam st all ing. I need tin sol ut ion, and roundabout bant e#cDSltl ,~~s so far aoosepf ~s ... I@,i=I.rshaCol1 iihre ... R"rst call !#east ISterGYn of iss u e sis a fl a we d rre t ric? a mffr e)lll{ngrran Wul dnt feR rreasur i ng be rror e appr opo for the depar t han the a*!Jeust ';Se r v a 00s e p f RT @B 0 b Ch i e p p a ~ a sur e feR, tot a Ire sol v e , tot a I co t }P e , rep d e fe c t s wi I I he I p fi n d ga psi n pro c e s s , S' #cust se r v aD¥ crrrgal @ttchael ludwi§CXDagree!#aust serv aMlr ci 0 Sai t 0 feR rret ric is not fl awed. Wat is fl awed is how peopl #cust se r v arnrr#iJ98 and giving copy& past e ar@.mrisHRTj la~ al wa'f3 fel t an agent is j uggl i ng sever al cust orrer s, estfm..l:S1asery\On aMlrshaCol ier@vanhaniltl'drch t hat is well-int ent ioned in life c Thi n k about it. cmtmiIsfboS«elltv aifWhrist ensenRT@/llrcio Sait ~Rrret ric is not fl awed. Wat is fl aWE peopl e us#:cust ser v

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ahrl\lllrkBernhar@thnikBet t er to be honest and say, "I don't know i rrp o r t ant: Assur e t he cust orrer ~u' I I get t he ans #cust se r v amapidbuy RT@,1chael ludwi~wr 'I errpl o je e s to do what s right concer n can be addr essed on 1st cal I then take c: #cust se r v adlbradl e\kent RT@?rrY§98: Too bad we don't I ive in a vacuumand un lim t ed suppor t st aff who can wai t on peopl e t 0 wa i t #cust se r v aMHshaCol1 ier@,i=l.rcio Saitl-bw do peopl e m s sees t tse r v a act ion j ay @?r r Y§98 @ar shacol I happy tor epor tin ny offi ce it' cust orrer at a t i rre, and I t }pe ever y wor d of ever y r #cust se r v aMH shaCol I i erRT @rMH kBer nhar@kJl:lni k Bet t er to be honest and s. don't know." Equal I y i rrpo r t ant: Assur e t he cust orre answer and reco~~tserv afi'chni k By sorre: a cal I back is feR F€sol ut ion is rro r e i rrp o cal I . @fMI.r kBer nhar.cittlged on feR, per Wapst serv arnrrcco s t a I\1t goal is t 0 pr ovi de as rruch sel f ser v as possi bl e . wo r k - c u s t 0 rre r d e rro gr a phi c s , pro c e s S#ampps e g,v etc a 00s e p f # feR i n i nth 0 e r y a go 0 d rre t ric, howe v e r, the rea I i ~ rreasur e effect i ven ess of t he o#euSl.tl se sjs t em a B1.l rm e r ffi.l sol @v a n ham I t -0 ru n d e r s too d . Ha. r d t o#($l~.uSIea!cBK ffi n y fl a we din s 0 rre wa y, s hap e ,or fo r m I\b ? aMlrcio Sait 0 Use FeRt 0 underst and dy#austss~rf\don't paybonus or feR rat E#.cust se r v amvan ham I on@,i=l.r ci 0 Sai t 1'01I buy that. It's a useful rret ric tolD base rra] or d eci si#xJustoS1er v aoosepf t he 1st pr obi em wi t h #FeR is that al I such rret r i cs the rra n age r s & #CIapEI:: ;e r v s afi'chni k Sorre issues ar e gr eat er t han feR because fr ont line oft en not errpowered to rra k e resol#to:lIsblSeai(Vcisions. affilarr\8irket t If t he del l v e r y s js t em used for feR is fl awed, rreasure pro v ide W(W.s:i s e rne sui t s & rra y los e 2 n d c han c e a tn nger 777 RT @/llrshaCol I iihre ... R"r st cal I !#elllst ISteri(l)tl)u@fs is a fl a we d rre t ric? aMlr shaCol I i erYES: RT @?sepf #FeR in in t heor y a good rret ric, howeve iss u e ish 0 w t 0 rre a sur e e ffe ct i ve n e s s 0 f the 0 v era I I #cust se r v a cna s m l l er ,AQree@rrccost Ii everysecond count s, how can one affo: rep eat c a I I t hat not 0 n I yin fu ria t esc u s t 0 rre r s , b #cust se r v amvan ham I on@urmer rrus o l ve s , but I get t he sen se that R"r st Cal the rra] or t hi ng sorre corrpani es rrnkMcdstiSEiIOVlS on. amapidbuy @rMI.rkBernhar~hnikW adhere tot hat. 1 person at we can't r each ~u vi a phone, ~u' I #clins:!tasel7iva e rra i I. agregort bach ,AQree that feR is rrore i rrpt in sorre indust ries r har our cl i ent s just want to know "we' r e #Cu9<ti s@lrOln i 1 aHtchardNlt 01 i@bsepf feR rrnybe the rrost tal ked about, ~t have t var i at ion in d efi nit i on of a#cus1es9"ri'Cs. #FeR

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0 @arshacoll ~asuring feR is good. It hink tell ing pe must be hi gh" is n ot al#oo~ se~hA: . a mffr e)lll{ngrran @bsepf .us t like how Chefs and IVanager scan "garre" fa and be v era ge cos t r tecp.mt t sieTgt amvanhani It on@urmer musolFfar t of the equat ion is fi ne, but to us rret ric as t he pr i rrar y deci si on#UBseser.V)f kes! ahrl\lllrkBernhar@thnik[Assert ion: Call -back is FeRJ I can see how i considered an "adj ournrrent" of t#mJs10SletIeVsat ion. a tn nger 777 RT @/13. r s h a Co I I i iJlrs:i gh t : @ire h a r d N3. t c&.,i) s t FO r tun e co rrp ani e sus e feR Pe r hap s t hat's wh y s 0 FBNFO r tun e ar e good#oost ser v affchn i k Then, act uall ydo@:rNhr:kJ3eRTnhar~tJall yirrport ant: As sur e the c u s t 0 rre r ~ u' I I ge t the a n SNlwIS t CI.91rl \K e c ( aoosepf the 2 n d pro b I e m i s t hat i tis i n t ern a I I Y fo c use d , rns t eryshop #FeRt han have it int eltausltl~r'lport ed a l1J)ace 101 @ a p i d b u ye a c h c han n e I rra y bed iff. I{J 0 wi edge ~n1 d i ff t phone/chat, errai I whol e ot her st ory, ITOSt based 01 pr 0>4eticust ser v a mv a n h a ni Ion 0< I 0 vel y p eo pie, un fo r tun ate I y I' m don e c au sin 9 t r Of tony gyn cl ass! Than ks for t h#cgs~as:erOlhat ! a IB r r y.liJ98 @,ct ion j taaa t is not t he case in rrany pi aces (espe corps) #PropsToYou for t he grtm:u1st~rrwice a jnrrcco s t a RT @ i c h a r dna t(gb Is p f feR rra y bet h e ITOs t t a Ike dab 0 u h a vet he ITOs t va ria t ion i n d e fi nit i 0 r#oos tils e r UE t r i affilo bChi eppa feR nee d s dee p d i vi n gin tot he wh y. It s h 0 u I d n eve 1 ~u don't have short /1 ong t ermpl anS#aulstrsEMhwrreas ami zasper ling @hasni I I @rrrccost eo one want s tot al k about ITOne) how we d 0/ d on' t gEduspa;iEIt v a mj a rre s t a y 0 r Ie pen d son iss u e - - so rre are b i gge r @JIB.arl$ hranl!i>ij I i I6Tr" : Th e ... H r s t c a I I r b..a:I t us eiroo s lCDe sis a fl a we d rre t r i ( a act ion jay @vanhani It toav e a good one! (] eat ch a t acuap ~tV1 }Ol a Ml r s h a Co I lie rlDffe r en tan gl e s h @pacerno 1 I{J 0 wi edge ~n1 d i ff t han phone/chat, errai I whol e ot her st ory, ITOSt based 01 pr 0>4eticust ser v aMlrcio Sait 0 @,ct ion j<a..y.;t orrer must bel ieve ~u *vvill * use the 1 sol ut #oust ser v a ffil0 b Ch i e p p a @ rrccost 13. han Wsl!Jst ser v a~o @4lr shaCol I iCBTe of t he wa'f3 co rrp a n i es wer e rreasur i ng wa s by h i r i n 9 a n 0 u t sid e sur *]11 sb ~ar IVy a me i t hprivet t @an ~u ident l fy jo ur top 150 cust s t hat buy jo ur pro Can ~u tie t hei r pur chase t 0 a t#bllBtkm,riVil\g;)lTltpr , #t v a surm er musol @vanhani I t -o n do, too (t hi nk that corrpani es rrake feR) and agr eed (on feR bei ng par t o#auls~ smtvr i c). a tn ve l \W le t the c u s t 0 rre r k now ~ u val u e the man d fo I low t h r esol ut ion - i nvtajulS~astBrat! agr egor t bach @vanhani It i'9rcce seei ng }OU Im.rst serv aoosepf Ius edt 0 ITOnit 0 r ph 0 n e / I i ve c hat fo r ITOdes t s i 2e d ( report FIALcust orrer e xie r i e n ce s did not rra t ch repo #Cust Ser v

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wh e n rre a sur i n 9 FeR I t a k e 0 u t tho sec u s t 0 rre r s t hat - t heyappear to be pr ofe s s l o n eeuso ser al n e r s a rri I I ion s 0 f!1¥ e@tt c h a e I lu d wi ~ h a v e arret ric c a I led FfV (fi )€ d fi r s t s h 0 u I d be a p p I i cttclDJls t se (las we I I . a rna p i d b u 'f @p ace 1 0 1 fa i r t 0 say the rei s n 't 0 net 0 0 I t hat ea info r rra t ion? Th ink i n 9 r e: s m bl z wh a fie lIB 19lster tv hey d 0 a hrI\Ill r k B ern h a r ci r c I e s b a c k t 0 h 0 n@kth rr i.k : me n, act u a I I Y d 0 it! :-) As sur e the c u s t 0 rre r ~ u' I I ge t the a n SNlwIS t CI.91rl \K e c c a roct ion jay @,ilr c i 0 Sa itt oh at' sat r u s t ~ u' I I h a vet 0 bui I d up int eract ions and fl r sscustoaes sl on a ffil a r r \8 irk e t t @r ego r t b a ~ e ~ u sur e? We n 0 uri. T. s e r vic e sa }S "we wo r kin 9 0 nit " we 0 n I y ge t fr us t rat e d b/ cit iss 0 #eust se r v am en bt tat e tot he show.@.us:t ap:irc\?gr etltusrt ser v aMchael ludwiglf an org errpowers t heir reps tot rul yl ist en to vvtask i n 9 fo r & ben e fi t s bot h the c u s t & 0 r#g,ust hH¥ crtan r agregort bach RT (§bsepf: lused to rronit or phone/I ive chat and cal c us t 0 rre r e >p e r i e n c e s did not rrn1#cos t (51BCD" IVt i n 9 :) aMlrshaCol ier@bvel \ill Gvi n q the cust orrer ~ur posit ive at tit ude way, ~gj:eust ser v afi'chnik @apidbU@rl\/llrkBernharSLtrprises rre how rrnnycorrpanie are como r tab I e jus tie a v i n 9 a rre s sage i n tot h eve #eust se r v a rn ffr e WI{ n grrn n @ rrc cos t @Et arb u c k EWa S t a I kin gab 0 u t pro fe s s ion a I co ca I I e r s wi t h m:#eust:! S.~H v a mj a rre s t a y 0 r @,il r s h a Co I I is::i m c e s 0 rre iss u e s are co rrp I i cat e d a s t r IVe t ric co u I d res u I#e u Stn 5 f3D U rage n t s pun ish e d fo r rri s s a m r r y.liJ98 Is t he true pr obi em FeR, or CSA:; who have a poor wor #eust se r v agregort bach @Barr\8irketstJppose it depends on the track recorc ; )#eust se r v arnffre\lll{ngrrnn @renbtls R"rst Call F€sol ut ion the rrost i rrp o r t ant #eust se r v aMlr shaCol I i er@1 fceoThat doesn't seem ver y useful #~Dst ISlelll<i'ent )? a Ml r c i 0 Sa ito @v a n h a ni I t 10If! e )€ rrp Ie, i f FeR i s v e r y high, per hap s ~ invest sorre in websi t e sel f- ser vi ce t o seustrtsertve m a K10 wi edge B ish @)1iH s h a Co I I iWr d 0 wo r k tor e sol ve s i rrp lei s sue s t h r sel f-service #km and communit y. Int ricat e issues rec #eust se r v aMlr shaCol i er@ j arrest ayl crroul d n' t agr e#roustoser v a mb a c a I @ i al S per I @11yl s rri I I @r rrc cos tau sin e s s rea lit i e soft i~ r e#eust se r v ahrl\lllrkBernhar1:htat 's < FeR l@iffinik: ... Surprises rre how rrnnycorrpani are como r tab I e jus tie a v i n 9 a rre s sage i n tot h eve #eust se r v aMlrshaCol1 ier@(Jowi edgeBisho4CRNYM #km define pi e~a;u:S;t serv aMlrcio Sait 0 @,ct ion j tlty:hat 's a trust }Qu'll have to buil d up int eract ions and first ir#p[JSESiEurv] Yes a~o @,ilrshaColl itelneywere get t ing the rrost accurat e in ask i n 9 c us t 0 rre r s v i a i n d e pen jeuns:t SRlrr we}S

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@ e ffr e '>f kin grriltn' s a sad rea lit y - e s p e cia I I Y wh e n t ~ is a gi ft car d coni ng t hei r way wher#cllS1EJSEOllpl ai n arnughndavis Ww ... awesorre Arlmust serooperience. F€all 'I cc @i rron errccal I @an howar @'ecs355 a tn ve l '#J ,AQain it all boil s down co rrpa n y s cornnit rrent 0th on t he fr on#cLlsitns:sr v aoilasnil er Poor FeR = Lost F€venue. f-IctNIJu:s:tnserEWen consider cr oss/ upsel I if a cust orrer is st i I I e xie r i enci ng a s afi'chnik RT@t1chael ludwigirpower ~ur e rrpl o je e s to do what's a con c ern can be add res sed 0 n a fi r s t c a I I the n t cust om#c.ust ser v a nr e n bt RT@I fceo@,i=l.rshaCol1 itelneywere get t ing the rrost acc info 0 n FeR by ask i n 9 c u s t 0 rre r s v i a i n d e t rse r 51 u r \i «rre too! aoosepf e xie l I en t po@t1tr dRO Sai t @:van hani I t onPfI ~R is ver y high, i n v est i n we b sit e tmUsl sa!rr wi c e affilarr\8irket tAbsol ut el 'I! Congrat son g@lrcegIDme!bcR@B:arr\8irket t I suppose it depends on the track rec#ccu:lstos9.rl\t sUI aKlovvl edgeBish@)1iushaColl iSe>rsorry. #km is I(]ovvl edge IVanagerrent, t col I e c t ion, r e fi n e rre n tan d dis t rib uti #CClUDf 5:G!lIr" 0 r c arnffre)lll{ngrran @bacalBizreal it ies are oft en ignored in rranybusin co rre s down t 0 rre a sur i n g/ r#ta:lUIlse r v rge a surrn e r rrus o l f Ffont line shoul d have CLEs I ined up on a regul ar I @bvel \ill: cornni t rrent tot he t r ai ni ng of t hose on t #cust se r v aMlrshaCol1 ierlDn't loose foct@Pal6e101 FeR is A rreans to an end. d e pen den ton co. go a Is. FO u son c "s o#tlNiDSl.tt e n YD t " w ~ a sa n che z b Cust orrers can be surprisingl yeffect ive in rrot ivat ir har d er, srrar t er, & rror e ftrtotdpcVihJeJI*c$[SJZser v a~_~o @4lrshaColl itelne rrain chall enge wit h rreasuring FeR is r e con c iii at i 0 r#ClIsrt cm:srah ann e I s a act ion ay @renb@1 fceo@/llrshaColl iV{H get our report ing t hr o u: @? n des k . Cu s t 0 rre r ge t san e rra i I " did we d 0 go 0 d?' wi lin ktreust ser v ahrl\lllrkBernharAAtd don't t ryt 0 sel rre@.lmaarmisvVee-1bWcan #cust s e rev e n consider cross/upsell if ... st ill e>pe issue? am ed rrccl i rran s RT @/llr s haCo I I i~ovvl ed ge B i s h~FO\fYM #k m d efi n e pi ease? < Assuni ng I(]ovvl edge IVanagerliclOlst?Yerv aMlrshaCol1 ier@(lovvl edgeBishoTfblank ~u! :fIAclJllStserv arnffre\lll{ngrran @bacalToo oft en, errot ions get in wayof effect ive rra: #cust se r v afi'chnik +1 RT@lchardNlt @oacalW are tal king one rret ric whe need tot al k phi I oso~psf S1!Jnrtv. aMlr shaCol i er@ ed rrccl i rrarrso u wi n! :f#clltlst ser v a ffill a k elan d a u So r r y i rrp r 0 rrp t u e n ga gi n 9 ph 0 n e con v e r sat ion k e e pin ~ fr 0 n#c u s t s e.r. \( . n e x t i rre pee p s )() a fit c h a r d Nl t 0 I i FeR i son I y i rrp 0 r tan t i f ~ u r c us t 0 rre r fe e lsi tis. T d e fi nit ion and nee d (0 r #au:5<t S Etrev e 0 f) . arrpace101 @apidbuyFCRrrore i rrp o r t ant to co.'s of scal e. FOr S

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val pr ojsmsst ser,vfocus on basics & generat ing word 0 aoosepf @(Jowl edgeBish@lrshaColl i#:Hi11dang, thought it was I( IVbc h a and ani n d u c e rre n t fo r gotroiJ gt es atri ue ! aMHshaCol ier@renbtl do bel ieve that's t he best wayt 0 go, go r cust omlt:cust serv arnffre\lll{ngrran @BI akelanda$end us co o k l e s scaat esar v a roct ion jay @r e n b@1 fc e 0@/13. s h a Co I Iii e rt hey say no, r the nth ey r e( the tic k eta n d we con tin u #C1ll'S isieTgt 0 nit t . atns a A Ford RT@lchardNlt oFICRis onl yirrport ant if ~ur cust orrer Th e y wi I Ide fi n e its d e fi nit ion and n etmiI s~ os e t VI. c k t a nr e n bt I'ml ucky. I\1tCIOcares rrore about service than the n Su r v e y res po n s e s pro v ide the irs at i s fa c t ion rat i n g~ #cust se r v a ffil 0 b Ch i e p p a IVe a sur i n 9 feR wi tho uta d d i t ion a I d a t a i s poi n tie ss trend? l\ew pr oduct , avg speed of answer, i nt er nal #cust se r v amapidbuy RT@Pace101:@apidbuyfCRrrore i rrp o r t ant to co.s of s For SI\tBs , i f val ptlm..p; ti 5e r, v fo c u son bas i c s & ge n era t i r WM #cust se r v aMlr shaCol i er~or por at eYoLilfihl it el ya good S#ClJst S@l1- v a mrrcco s t a I real I y like t he aft er cal #cuatrselY'PgrOEEaetssfeedback o nth e s pot wh i let h e sit u a t ion iss til I fr e s h i n amapi d buy @r en btbe e d rror e case st ud i es like ~ur CIO t 0 show appr oach has val ue t 0 dtmisbrs:err9l. a PB rre I a rra e r 0 s sh e rro s t e ffe c t i v e wa y toe n ga ge ~ u r c u s t 0 rre r sis t tea r#cust se r v a fit h n i k I a I wa 'f3 fe e I I ike I i ve c hat i s rro res c rip ted t han ( @4lr shaCol I ieerpeci al I yon I #o.ustcset v ahrl\lllrkBernharldd:ky, indeed.@fiITenbtl':ml ucky. I\1tCIOcares rrore about ser vi ce than t he rrItmisElrSEr. v a mffr e)lll{ngrran Wat ot her rret r i cs in tool box does FeIl<Wm1kseeut wi a Ml r s h a Co I lie rYe t rra nyc us t 0 rre r s fe e I t hat aft e r inc ide n t sur v e y. t 0 sol ve ticust'Ser v afnedrrccl irrans@4lrshaColl ilealon't I ike to pi ayif I can't win ... ju ; )#cust se r v aoosepf +9 RT@ rrccost arft er cal I sur vet;q:DIlSd>~ 8 feed back wh i let he sit u at ion iss til I fr e s h #aust hm I"C'll St 0 rre r aMlr shaCol i er@bsepf lQ_;) #lMIcust ser v a hrI\Ill r k B ern h a r RID@ a rre I a rra e r 0 s !h e rro s t e ffe c t i ve wa y toe n ga ge ~ u r cust orrer sis to engage ~tts:ecrru a roct ion jay @4lr s h a Co I I ipr re tty color s! Mi k e i t I 0 0 k I ike a (] 0 u i nbox #nor etAdLls:t serv a In vel \til Co rrp ani e s nee d t 0 be car e fu I wi t h I i v e c hat , ~ u n e t }pist s - not hing worse than ttcusitl500lrtv screen. aMlr shaCol i er@edrrccl i rran-an ce why I don't pi ayNJd:LEB1k$8TC\I'\ aHt char d Nlt 01 i@ rrccost Aft er cal I sur ve'f3 al so ser ve t 0 rragn i fy t he fe e d b a c k . at e n gi v i n 9 t i rre can h e I p "n 0 r rra I i zs " r e c #cust se r v aMlr shaCol I i e r+e a l I 'f?? R@,ct ion i ~r shaCol I iprret t y color s! Mike it I ike a (] 0 up 0 n i nth e i r i rVAmlsfi:rserr ara I I Y

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Uve chat al so needs const ant updat ing - get t ing fr eque n t#lc~st se r v aMH shaCol i er@'chni k Absol ut el y tlg[Jse ser v agregort bach I'm rri e d on s ur v e js . Have been pressured at t he car usa s per fe c tor ... " lJ1 fo r tun ate lye rnot ion s h a r d t I #cust se r v a in a n k lin wh i t eRT @/llr s h a Co I I: i ~ a I I 'f?? F@.ct ion i @.tir s h a Co I lie r pret t ycol ors! IVake it look I ike a (]oupon in t hei #cust se r v a in rrc cos taM gh t be t a c k y but I dol ike the "~u h a v e be e n e n t fi I lin 9 0 uta sur v e y - ny c u s t 0 rre 1#£ uls t I<s::e rbIr i be s : ) aMlrshaCol ierlive chat issues, again, t iejclbs:t ser vpt ing? a fit h n i k . @rI\/I3. r k B ern h a r d tis n 't res 0 I uti 0 nth e gr eat e r rre Fe? Se e rns i t wo u I d rra k e rre, a sac u s t c#KcEI 5 t SmpIp i e r . al4ce(])r don RT @ at t opp@b:set t aSuccE@$)set t ast#soecess #har rison riot t dreij ebrtAdust seriVl n ovat ion! http://yrog.corrieh96prmj a act ion j ay @/llr shaCol I irera l I y real I y. Cut t he fat on t he t e x , two big but tons for "I'm happy' a n c scusu ae t v ha ppy a in e d rrc c I i rra n s @" e d rrc c I i rra rt'saft e r - eve n t " sur v e 'f3 are a del i cat e i ~ pr esent a si ncer e n hel p us hel p ser ve ~u bet t er" #cust se r v aru:€vievvCo RT@/llrshaColl i¥EI!t: rranycust orrers feel t hat aft er sur ve'f3 ar e i nt r usi ve. f-bw t#ousbls~EI!FYlvtairOO? them 4 their t irre aMlrshaCol I ier@rrccost l3.agree t hat a cust orrer shoul d al wa'f3 be o l sorret hi ng for t htlcCDSt SEJEV anissgot rockffi@?rrWSl98: Too bad we don't I ive in a vacuumand un I i rn t ed suppor t st aff who can wai t on peopl e t 0 wa i t #cust se r v a ma p i d buy" @4l r s h a Co I I i~rt i n tot a k e inc ide n t sur v e f. Q del i passi ve rred i um like errai I , can take ctreulstlesierr \Own t a tn ve l \til @4lrshaColl if£lf"ipt ing and knovvl edge of product, hav s 0 rre t hi n 9 tor ely 0 n be s i d#:c us b cster 5fC rip t ! aHt char d Nlt 01 i@'chni k In t hat case, why rreasur e feR (or CR for that al I ... it's just sat i s ta ctscust )Setr ar e aft er. afsar r \8i r ket t @ovel y'les ... I hat e si t t i ng t her e wonder i ng how rra: chat s rep has goi ng & real NOUSE serr vrre ani ssgot t r ockffi @/llr shaCol I i eilre ... H r st cal I !#elllst ISteri(l)tl)u@fs is a fl a we d rre t ric? adlsrnor gan77 RT @anche?j bCust orrer s can be sur pr i si ngl yeffect i ve ppl to work harder, srrart er, & nllDtreg:lIt6tHuct jI\8ElJ~ #cust se r v aKlovvl edgeBish@sepf@4lrshaColl iMlmy#~heroes are coffee achiever: Ther e is s yt eIt~t ser v aoosepf AI so M.ST be worded professional I y un bi a s e d ... RT @" e d rrc c I i rra n s': aft e r - eve n t " sur v e }S are a del i cat e #cust se r v atns a A For d 1.0 vet his. @fID ion i @.tir s h a Co I I irma I I Y rea I I Y. Cu t t h and jus t gi v e 2 big but ton s fo r "I m hap p Y' and "I m n a

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#cust se r v arnrrY§98 I'll take rry i s s ue being resol ved over "~u've been anyday. <-- speaking as a#c[]s1ssnlV aHtchardNlt 01 i@Barr\8irke1P~cal corrpanyrep will handl e 8-10 s i rrul c hat sin are t a i I e#lolistoSlelE'I1 t . a ffil 0 b Ch i e p p a Ca nne d s tat e rre n t s can k i I lui n c hat . H n d b a I a n c @,ilr shaCol I i i!Kfe chat issues, agai n, t i elttLtsb goo"nA pt arrissgot rockffi@/llrshaColl iliHferent angl es h@P(iR:ceRlD1 l{Jovvl edgel\1:lm di ff t han phone/chat, email whol e ot h based on CRVI & sorre pr#«tli5&1sser v afnedrrccl imans@,ilrshaColl il\4'rfav garre, aft er poker (where I can h o n t enj oy r eadi ng t he faces), at #Ollst s ea si nos. aMlr shaCol I i erSrri I es can be read over pho@ot p>oeal eRl"out cill I they rea I I Y wa. n t t 0 he a r i san a n s we r s f#otll S n S'I8 It vh a s rri arnffre\lll{ngman Shoul d ps jcho l ogist hel p develop aft er @lp$@lplflt ion @ ed rrccl i mar#.cust ser v a tn ve l \til @Barr\8irkethad an onl ine rep tell rre once that h sorreone el se and that's why he st opf'eostt .ir~ #FAlL ahrl\lllrkBernhar<!l.tst orrer sat isfact ion shoul d be the signl e-rrost ir #cust serFir@lchnik: ... isn't resol ut ion t he great er t han Fe? a b¥ c r rrga I ~ r r Y§9 8 tot a I I Y tA91s1e 5 e r v arrissgot t rockffi@/llrshaColl i¥EI!t: manycust orrers feel t hat aft er s ur v e js are int rusive. f-bw t#ousbls~EI!vt his? aMlrshaCol1 ier@edrrccl imanlsl ove baccar a t scese se r v agr egor t bach Co rrpl i cat ed - sorre t el cos put j r reps on on lin e c rre s sage t a k e r s. So rre t i rre s t hat's rro r e fr u s t rat i n 9 #cust se r v af1T15p RT@/llrshaColl:i~all 'f??F@.ct ion i@.tirshaColl ier pret t ycol ors! IVake it look I ike a (]oupon in t hei #cust se r v aoosepf W rreasur e #FeR ar#dust serbecause we ~A) we have peopl e issues to addr ess 7 B) Mlgt needs sorret hi n #cust se r v aHtchardNlt 01 i@Barr')8irk€lt1.t..and if the tel e pho n y s js t emcan hand al so have 1 phone call and 1 e rra i sces t se r vie chat s. apushingvisionRT@rMI.rkBernhar<OJst orrer sat isfact ion shoul d be t signl e-rrost irrpt#q;psl setFir@lchnik: ... isn't resol ut the gr eat e r rre t ric, rat her t han Fe? a rra t ')Kobe RT @/llr shaCol I iCSxst orrer ser vi ce can't be on aut opl cust orrer has a different si#cust sem.;V:::W$!l aMlr shaCol i erls t hi s a fai~eOOt bachsorre t el cos put j r reps on c hat but the y reo n I y rre ~~ s a:rk\e r s afi'chnik .@lchardNlt 01 i resol ut ion can be i rrpo r t ant, but rror e br and advocat es and dedi caft:m..d;tcset'l)rrer s. agr egor t bach Orch . N. I east make rre bel i eve I' m ~ur @:Dl\relaM on I @Ba r r ')8 irk tit us t s e r v amapi d buy ~r r Y§98 ~r eed. Q sur pr i se rre w/ offer that hel ps c red i t fo r s hip pin 9 0 n rri s sin 9 0 r d e r 0 r dis co u n t fo r #cust se r v
II

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a parre l arraeros~ree! ~rshaColl iaust orrer service cant be on "au each cust orrer has a di ffer ent t#cuSlBSe[)::Sl::. ~$? #cust se r v a tn ve l \til ine 1Ft heyare t r a i n e: j rep s can be 0 nth e fr 0 n t near b'cust ser v a act ion ay @lchardNlt @3ci1.rr\Birketh13.t's ridiculous. Theyshoul d reps and focus on t hei r #Cust SHIVS. a~5p RT @/13. r s h a Co I I i ¥EI!: rra nyc u s t 0 rre r s fe e I t hat t aft e r s ur v e js are int rusive. f-bw t#ousbls~EI!vt his? aHtchardNlt 01 i@'chnikThen let's rrake sat isfact ion the keyrret ric resol ut ion as an indicat or rret ric (assuning we can #cust se r v affchn i k +200 RT@rMu kBer n ha r dus t orrer sat i sfact ion shoul d b si gn I e- rrost i rrpt #q;psl set v aMlrshaCol ier(])od info: (@!chardNlt orTjpical corrpanyrep will handl s i rnuI tan e 0 usc hat sin are t C#iclue r5\ei mo n rre n t . s aparrel arraer os:Canl d 0 ~u t r ai n e rrpl o je e s to" read" cust orrer s ove #cust se r v affilobChieppa @?sepf Than ks for t ~ul5l! ser v a tn ve l \W @r e go r t b a cBaI. c t I Y. !! I wa s t e rrp ted tot we e t the COl but did n '@3 r :r-'>13 irk tit us t s e r v ahrl\lllrkBernharltll1tving cust orrers j ust i'GaESthserllV~sepf: W rreasur e #FCR atlclust se r.v , B) Mlgt needs sorret hi ng t $$$#cust ser v amapidbuy Ww. RT@/I3.rshaCol1 i€M"ad info:@lTchardNlt d'Mlical corrpanyrep handl es 8-10 sirnul t aneous chat s in a r e en vi ron rre#dust ser v aHtchardNlt 01 i@.ct ion j lajyust got hose nurrbers from a coupl e t e corrpanies when I was ooking at a new s}St em I\bt Sl sour c(#cust ser v aMlrshaCol1 ier@arrel arraerosist hink t heyshoul d be abl e to, don't #cust se r v agregort bach @15p @Al.rshaColl i~ree wit h t his. It's st ill to fr r br eak- up t 0 ask ... Sweet ie, wher e' C#C'IIIIStgsetlllVong? ;) affchn i k Yes, pi easeWRfhar d Nlt orTlhen let's rrake sat i sfact i 0 rret ric and cal I r esol ut i on as #custlse<rall: or rret ric a~5p RT @/I3.rshaCol I i tsr t hi s a fa@8'e!§ID" t bachsorre t el cos put j r rep son 0 n lin e c hat but the y r tre ust: ~rratS s a ~ arnffre\lll{ngrran @Al.rshaColl@jlrchardNlt Ql)iwhen I call in should say" use scr i pt and hang up on al I ot her cal I s" d E'pi #cust se r v aoosepf Ye s, and ~ u r ton e as CSR rra k e s a HLG: d i ffe r en c e n RT @arrel arraer os~an/do ~u t r ai n e rrpl o je e s to "r ead" , over phor#E:~st serv amgrrar key IOn't bur den cust orrer s wi t h tel ling us whet her we or not. ts e operat ional ~uStcsei"II1St ead aparrel a rra e r o s sos o l ut el y. Each one is dj@A!rrahaCoIRrier: @arrel arraerosist hink t heyshoul d be abl e to, dont #cust se r v a surrn e r rrus o l f Yes. 1 heck of a training. EiTpI o~e has to buyin, to

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@arrel arraer os~an/do U t r ai n e rrpl o je e s 2 "r ead" cust over phor#E:~st serv agr egor t bach @ api d buJMI.r shaCol I @jIrchar d Nlt Or'ilil.es - srrel I s like t t 0 use t e c h t 0 fo c usa ga i non q u a#ciJ 5; t ~ elrolt qua lit y a Ml r s h a Co I lie r~ ffr e)lll{ n grra n I wo u I d I 0 vet 0 be a b let 0 ask not t scr i pt - an d do s#UBsti ae s v a parre l arraer os@urmer rnusolN ce t 0 see }Ou her e too:) tfltuB:t -Sm'pper a fit c h a r d Nl t 0 I i~ ffr e \lll{ n grra n (] v e ita try' But t rut h fu I I 1, s c rip t i nth i s c hat , ~ t not e )6 c t I Y cjmm:n 5 e nyro r e. aMlr shaCol i er@ushi ngvi si dh a n k s for j oi ni ngltost sehaw afi'chni k Of t opi c: si t t i ng ina co#d~eserCJts3S: onlear ni ng rror E from Twit t er than cl ass. a to v e l yu (])od reps need e xie r i ence and suppor t to be abl e t sit u at ion s. .. the y h a vet 0 s#caus t sae lYe vvh ere. a DB r b i I I a HLG! RT @Ill r s h a Co I I i tsr t his a fa@8 'e!§ID" t b a c hs 0 rre tel cos put j r reps on onl i ne chat but they r e onl #cust se r v ahrl\lllrkBernharldrlJeed tot ry@'ffi"tshaRU"oll i@iJffre)lll{ngrran I woul d love t 0 be abl e t 0 ask not togo by t he scr i pt -c #cust se r v amgrrarkey Ask cust orrers onl yfor feedback }Ou coul dn't derive d at treust ser v arnffre\lll{ngrran Od Spice Cust Serv: look at rre. look away. look back }Our call. Hang up on ot hers. F€sol ve rre. lDarronds #cust se r v arnrry.liJ98 lQl @regort ba@115p @Al.rshaColl i~ree wit h t his It s s fr e s haft e r the b rea k - u P t 0 ask... Swe e tie vvh ere d v #cust se r v amapidbuyr RT@lchnik:Oft opic: sit t ing in a ccj1cl.lstlesED1aB.at.on le a r n i n 9 rro r e fr 0 m Twi t t e r Mcostn selr as s. aD¥ crrrgal So t rue!@ifvel '#J: (])od reps need e xie r i e n ce and suppc be abl e to read sit uat ions ... t heyhavtrelts4>sBrarrt agregort bach @15p @Al.rshaColl iWs #fail for rre because I was al real hoi dan d hop i n 9 fo r a d van c e d sup p 0 r t t#ou st SjeEr ali fi c a Oli non i 0 RT ~ ffr e)lll{ n grra n: 0 d Sp ice Cu s t Se r v : 100 kat rre . 100 f look back at rre. I'm }Our cal I. Hang up on ot her s. R IDarro n d sin ny h ciicGlJst se r v arnffre)lll{ngrran Sel f-I earne@'dRfik:Of topic: sit t ing in a coil ege cl #cust se ronat . learning rrore from Twit t#:clUslllsamvcl ass aMlrcio Sait 0 IDes FCRrret ric rrake sense in Soc#aus1Msaeiral? a surrn e r rrus o l f @arrel arraeros-s}Ou, too! It's a wei corred chaos, isn #cust se r v aMlrshaCol1 ier@'chnikThat 's rry qo a l here, thank }Ot#cbstjsetll1ing in a parre l arraer osWat does }Our t el co rreasur e? Ti rre per cal I ? Sal es/ c cal I #&ust ser v a¢N1gel aMiiers RT~ffre)lll{ngrran: Sel f-I earne@lthfflik:Of topic: sit t i n c a col lege cl #sBsbrserooat . lear ni ng rror e fr om Twi t t e cl as scust ser v arnffre\lll{ngrran @'chnikYou know MT in Cambridge offers all cl ass con o n lin e? I\b c red i t ,#du.stt sB r ivI I .

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os@urmer rrus o l abs o l ut el y. tat el y i t s e e rrs like t her e gr eat c hat s I h a vet i rre fo r Nlmts t1 i~ Ye I s e ! ahrl\lllrkBernharltl~u need to ask at end, ~u' re probabl ynot ~t d @ grra r key. /ls k c u s t 0 rre r son I y fo r fe e d b a c k ~ u co u I d n ' #cust se r v aMH shaCol I i erTr ue st or ~t t Mfovvn ser@/br shaCol I iteinat 's why we had rn r r 0 r sat 0 u r ph 0 n e s # (]j est F€ I at ion s #EPCorCe #cust se r v a gr e go r t b a c h Co 0 Ps - did we rn s s 1/ 2 t i rre #ro"u t use r UTe ? ~ aHt bee2i e So awesorre!! @rehni k:Of t opi c: si t t i ng ina col lege ( #cust se rona t . lear ni ng rror e fr om Twi t t er than cl ass a bY e n b t \Nt h a Q\.E STCP-SHCP Se r vic e Ie s k, wh at' s ~ urFeR n u rrb e #cust se r v a parre l arraeros@\ngel alVaier~ce to see ~u here t#xnJsltn§eru! a Ml r c i 0 Sa ito M din g: IDe s FeR rre t ric rra k e sen s e i n So cia I ~ d i a? ID i nt er act ion befor e l8usdll..Sl:tri aMlr gi eCI aymn @ edrrccl i rra@Jtlr shaCol I @1rowl edgeBi shdpher e' s a way t 0 rra n a~ n 0 wi edge b ish opo'w ~ ute I Wemst se r v a tOtl 0 we r s Ch a s ~ @ACa I I Co n sui k:e ~ u rro nit 0 r i n 9 and co a chi n 9 Eim i I I ast week's post on ny bl og i fh\Ott pTI/s'S>EW:l1 ~5"cj#tlct r #co acl#cust se r v a IB ffr e WI{ n grra n @r ego r t b a cBle I I Y up t @cID@JDO S #c u 5 t 5 e r v a In vel \til Ef1 dis wh e n ~ u can say, "Is the rea n ~ hi n gel se ~ u n t o d a yscust serv aMlr shaCol i er@ushi ngvi si rJiI' ve been her E#a.usthserhvr al rrost two ~ar snow, pi ease st op by agai n a IB ffr e WI{ n grra n RT @Ill r c i 0 Sa i t RIddin g: IDe s FeR rre t ric rra k e sen s e i n ~ d i a? IDesT wi t t e r i n t era c t ion b Gltrus:t §9 roo u n t ? a In vel \til Ch e e r s! ~ ffr e WI{ n grra n : @r e go r t b a cBleI I Y u P t 0 bar @lappos#cust ser v a fit h n i k @? ffr e WI{ n grra n I did rea d s 0 rre t h i n gab 0 u t hat . To 0 corrpanies require a piece of paper t 0 s a y jo u did SOl #cust se r v affilo bChi eppa In sorre wa'f3 .... Q her rret r i cs need@tl3.ocbe Eatt nd e d IDes FeR rret ric rrake sen se in Soc#aus1Msaeiral? affilarr\8irket t B est rep s k now how toe ffe c t i vel y lis ten; co rrp ani e ~ list eni ng t hen under cut by#mlcs:t sama t ion a he fe r Ii) s t RT @? ffr e \lJI{ n grra n : @'c h n i k Yo u k now MT inCa rrb rid ge 0 ffe r al I cl ass cont ent fr ee onl i ne?#Curt sEHtv, but st i I a IB ffr e ~I{ n grra n Ten ninut es left on host ed ch~uselSertvonight .. a act ion @Illr ci 0 Sai tgood quest ion. A' cont act' over twit te j ay d a'f3 , b a c k and #0 [J St hs e r v am r r y.liJ98 go t tar un, t i rre t 0 d 0 so rre #s ate I lit e s pot tin 9 t eve r ~ n e, fo r the con v e r sat ion! Se#ec qs tJ se:JN we e k ! agr egor t bach You had rre at @!!>ffr,~)llI{ngrran @lappos #cust serv @r ego r t b a G:lIlIs ~ u (] e 9 -- - we a I Ito t 0 k a b rea k and aD¥ cr rrgal on t }pi#C'ulst ser v RT @Ill r s h a Co I I: i err u est 0 r @fdWt t Mfo vvnsen d : a f1T15p @Illr shaCol I iteinat 's why we had rn r r or s at our phones (]j est F€ I at ion s # EPCorCtlcust rse r v

a parre l arraer

I i erTEN MI\JJfE WRI\II\G #cust ser v 1: 49 aMH shaCol e So cia I I\e t wo r k Fa r Cu s t 0 rre r 1: 49 a IB ffr e WI{ n grra n Fe e I fr e e t 0 j 0 i nth http:// c us t 0 rre r s e r vi c e d i a I <#gus.t ns eugv com' A 2011-06-08 1: 49 a hrI\Ill r k B ern h a r M>t can e rra i I @.cflTi 0 n i @.tJ. r c i 0 Sa i t go 0 d que s t ion. 'cont act' over twit t er can last fo#cu:says,erback anc 2011-06-08 1: 49 a fit h n i k JJ s t gl ad the tea c her i s wa. t chi n 9 pre sen tat ion s a 1.0 I #cust se r v bach Wul dn't be t he 1st @i\lrTlEtn:g)3.lmtegort b acns t ~u 2011-06-08 1: 49 agregort (] e 9 - - - we a I Ito 0 k a b rea k and ~ u f/austt SerpA 0n itt hat rnuc h s we e t e r vvh e n a co rrp any pro v ide s 2011-06-08 1: 49 a Wn n i n gCu s t 0 rrem 't t hat i sun e >p e c ted and per fo r rratt uIs b spl!EJ"MIe c t ion 2011-06-08 1: 49 a Ml r c i 0 Sa ito @obchi e p p are s. .. I am t hi n kin 9 t hat " fi r s t c a I I " i s Twitter pre-call ista:ucStffs8"evric 2011-06-08 1: 49 a bY e n b t RT @? ffr e \lJI{ n grra n: Fe e I fr e e t 0 j 0 i nth e So cia I I\e t wo I Cu s t 0 rre r Se r i'¥ti d ep : / / c u s t 0 rre r s e r vic e d i a I 0 gu e. n i n g. co #cust se r v 2011 - 06- 08 1: 50 a ma p i d buy" RT @? ffr e \lJI{ n grra n: Fe e I fr e e t 0 j 0 i nth e So cia I I\e t wo I Cu s t 0 rre r Se r i'¥ti d ep : / / c u s t 0 rre r s e r vic e d i a I 0 gu e. n i n g. co #cust se r v 2011-06-08 1: 50 a sarrt ar acol i @;i=I.rshaCol I @mckcol I i@<D1 i er sin I t he house!!! #col #cust se r v 2011- 06- 08 1: 50 aD¥ cr rrgal Th a n k s eve r ~ n e. As a I wa. 'f3, ve r yin t ere s tin g! lJ1 til #cust se r v 2011-06-08 1: 50 a act ion jay @rMH kBer nhar@,ilrcio Sai t l oet 's pr et end the co rrp a n ; s rra r ten 0 u gh tor 0 I I tho s e i nth e i r tic k e tin 9 s 'f3 1 #cust se r v 2011-06-081:50 agregort bach @'chnikProbabl yt hinking - wow I rock. The y r e real Iy ton i ght#tusJ se r v 2011- 06- 08 1: 50 amapi d buy" I\e edt 0 j u rrp 0 uta bit ear I y ton i gh t fo I k s. Th a n k s See ~u n e x vvt#eust ser v 2011-06-081:50 aMlrshaCol ierSo, perhaps R"rst Call best pract ice is for inforrrat than r esoul#tLis>tn§er v 2011- 06- 08 1: 50 a tn ve l \W @')t cr rrualG eat seei ng ~u ~tnserv 2011- 06- 08 1: 51 af1T15p RT @Ill r s h a Co I I i eliN: MI\JJfE WA\JII\G #cust se r v 2011- 06- 08 1: 51 afithn i k +1 RT@?sepf Yes, and ~ur t one as CSR rrakes a HlJl: d i ffe r e n c e @iB. rre I a rra e r 0 s t :r a i n e rrp I 0 ~ est 0 "r e ad" cL over phor#E:~st serv 2011-06-08 1: 51 aMlr shaCol I i er@am ar acol NiCEB"t 0 see ~u! tItn..a:Itlserrv 2011-06-081:51 agregort bach @')t crrrga@apidbuyThanks - nice chat t ing. Have a gre #cust se r v 2011- 06- 08 1: 51 afithn i k + 1 RT@Ill r s h a Co I I @erffr e '}(.I{ n grra n I wo u I d I 0 vet 0 be a b I ask not togo b Y the s c rip t - attcalI sdl csES'"CMre t i rre s 2011-06-08 1: 51 a act ion ay @rMu kBer nhar@,ilrcio Sai tid) the cust orrer swi t ches c han n e I san d s tar t s fr e s h wi tho u the 0 wn i n 9 rep' I o stcust ser v 2011-06-08 1: 51 aMlr shaCol I i erTr an scr i p#cucsft se rona t wi I I be post ed befo r e t orrorr, I'm on vacat ion)! (Hey, @Illrcio 2011-06-08 1: 51 affilo bChi eppa Sai tid> can be a lot is an a si rrpl e how that hel p get 1\IB.}b e b e#at[JS t ~ 1k'E in t 0 roo t of an issue. @.ct ion 2011-06-08 1: 51 aMlrcio Sa ito j@J;lM:l.rkBernhartl13.mt hinking pre-call 8M or 2011-06-08 2011-06-08

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a diff rret ric ... Bu#cusdltse9'"llKe afIDci al I \6avvyt.lmlkes t ot al se@ec!hcRTd Nlt orTlhen I et 's rra k e sat i sfa the key rre t ric and c a I Ire sol uti 0 n c#.c usrb 5 Ee1lt:::hi cat 0 amgrrnrkey feR night be bet t er const rued as "first CO\ITACT r e s c phone is oft en not cust orrer's pr#elfEsrtrSBt\Channel ajnosephni gr 0 RT @Vnni ngCust orrets:n' tit t hat much sweet er when a pr ovi des cust orrer ser vi ce that is un e xie ct ed and ~ per fect #eust ser'UI a fit h n i k (]) 0 d rre n tor i n 9 pro gr @rvelRT\W (]) 0 d rep s nee d e >p e r i e n and suppor t t 0 be abl e to rtmll!StsSeruat ions ... a PB rre I a rrn e r 0 s @4l r s h a Co I I i ffiv e a gr eat v attmts t am! r v ahrl\lllr kBer nhar'l:ets, a ticket i ng s}St em is good for pr E#.DlJlStingvont @Al.rcio Sait@>ct ion jay a he fe r Ii) s t RT ~ ffr e '}(.I{ n grrn n: Ten rn nut e s left 0 n h 0 s ted c hat hI #cust se r v a act ion jay @Al.rcio Sait@rMukBernhar'tlltchat t ed wit h Bill, t her rre" v s "I wa s c hat tin 9 wi t h B i I I, 1#0 u s t ES,e rs'l> I c a I I e a fit c h a r d Nl t 0 I i @ grrn r k e yle pen d son i n d u s try and c lie n t. In mo s t c I phon e is by far t he #1 pr efer#rcest cmrrtvact . a In vel '#J Ab sol ute I @min i k : (]) 0 d rre n tor i n 9 pro gr@ouelrntu (])od reps need e xie r i ence and suppor t to be abl e sit u at i c#ncBSt . se r v atns a A Ford @Al.rshaColl il\4'rpreference is resol ut ion - does not cont act. .us t own rre and fol I ow up i n#crustisertw rra n r aMlr ci 0 Sai t 0 #cust se rne t r i cs need t 0 be ad apt ed tot ake t he c account. It is no longer a closed s}St em a ffila r r \8 irk e t t + + RT@"B r s hac 0 I I iSe>r, per hap s H r s t Ca I I be s t p r act i : info r rra t ion ga the r i n g, rat her #cos n greer SIO I uti 0 n ? aMlr shaCol I i er@sa A For d (])od pr act ice, #cl:latliser v affilobChi eppa ,AQreed@,i=l.rcio Sai t#Cust se rne t r i cs need to be adapt E t a k e the co rrrru nit yin t 0 a c c 0 u n t . It i s n 0 Ion ge r a afithn i k @bvel '#J m x n 9 e oe r i en ced e rrpl o je e s wi t h newer e rrpl e sse n t #s us t s e rso i s t r us tin 9 ~ u r e rrp I 0 ~ e s . aMlr shaCol i erTher e ~u go! @ilfr ci 0 Sai t#Cust se rne t r i cs need t 0 be adapt ed tot ake the comrunit yint 0 account It is s}St em aMchael ludwi~appos@lappos@lappos@lappos#cust ser:v) http://twit pic. com' 58hf3n a nr e n bt RT@sa A Ford@Al.rshaColl il\4'rpref is resol ut ion - doe h a v e 2 B 1s t con t act . 0M1 rre & fo I low up ina i rre I #cust se<t"~s! amgrrnr key Cust orrer s want to k n o w jo u took owner shi p of issue res 0 I uti 0 n. 10e s n 't a I wa}S nee d t tre SbJ rtv hat ca I I aoilasnill er ~ffre)lll{ngrrnn @Al.rcio Saitlto rra k e s sense to underst ( soc i a I rre s s a gi n 9 fo r res 0 nan c e and t r a c k pat h t 0 c #cust se r v a fit h n i k + 1 RT@Ill r s h a Co I I iSe>r, per hap s H r s t Ca I I be s t p r act i ( info r rra t ion ga the r i n g, rat her #cos n greer SIO u I t ion? affilobChieppa Yes!@IllrshaColl i8cJ,: perhaps Hrst Call best pract ic info r rra t ion ga the r i n g, rat her #cos n greer SIO u I t ion?

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1: 55 a or eqor t bach @It chael ludwi ~w that is what I atclust $tee"l ar 1: 55 aMH shaCol I i er@,:tchael ludwi 9*gl ug** t han@lCl\PpIDS#cust ser v 1: 56 aMH ci 0 Sai to @hasni I I e{r :It rrakes sense t 0 under st and soci al rre resonance and track pat h to #Ollqilt s e ri e n ] Yes 2011-06-08 1: 56 a mgrra r key @l c h a r d Nl t cQ cb d poi n t . Ye t lot s 0 f co rrp ani e s d e a I chan n eflGust ser v 2011-06-08 1: 57 a Ml r s h a Co lie r@4lr gi e CI a yra nwh Y wo u I d we eve r wa n t t 0 rra n age @(Jowl edgeBisho-pperfect the wattclustiser.v. 2011-06-08 1: 57 a in 0 r dan rrd t x Th e co rru St h a v e c u s t fo c use d rep s fo r feR top rod u c res u Its @fi'"shaCo I I i ehr e feR otic u 5 t 5 e ri \S sue sis a fl a we d rre t ric? 2011-06-08 1: 57 a Qr e qo r t b a c h @ rrc cos t Bb VId Y J3. c k i e - n ice t 0 #& 8 s t )S e t v 2011-06-08 1: 57 a K10 wi edge B ish @)1iHgi e CI a yra @ e d rrc c I i rra @Jh r s h a Co I I i le t 's not be hast y. I\1t hai r is rrost cer t ai n I y#.Krus:t~'0.bl e! 2011-06-08 1: 57 a act ion jay @grrarke'@lchardNlt callnid rrul t ipl e disconnect ed t i c] s}St ems. last job had at I eas#cufStesEtr<Y j uggl e. 2011-06-08 1: 57 a Ml r s h a Co lie r@ 0 r dan m::I 'lfha n k ~ u fo r d r 0 p pin glci: us t os mruDtl t, a pie a s e corre by agai n n e x week? 2011-06-08 1: 57 a In vel '#J Tr a i n i n 9 and co mni t rre n t t h r 0 u gh cttmJ 5 t CBtlTaKl yl ! ! 2011-06-08 1: 57 a Ml r gi e CI a vm n @4l r s h a Co I I @tiro wi edge B ish dprn not say n 9 I wa n t tom him .us t quest ioning if it's il671!!Sl1: ~el)~ibl e :) 2011-06-08 1: 57 a6Wnnar Si rronsei'IT @et hrrcshanECI assi ctf$Ehni k:Of t opi c: si t t i ng ina col lege cl atieus>tnserahat . lear ni ng rror e fr om Twi t t er cl ass. 2011-06-081:58 ahrl\lllrkBernharlEt Inforrrat ion =irrperat ive; F€sol ut ion, if at al PSPP, by c a I I / e rra i @Al.Ef ts b a Co I I @l<D b chi e p p@lc h n i k #cust se r v 2011-06-081:58 aMlrshaCol1 ierThank ~u all for joining in! I rrus t get ttnusIt ser vry v t ran s c rip t wi I I be up ton i gh t & I' I I be b a c kin fo r 2011- 06- 08 1: 59 agr egor t bach @'chni k N ce#cust ser v 2011-06-081:59 amebAngel Z RT@4lrshaColl i8<J,: perhaps R"rst Call best pract ice info r rra t ion ga the r i n g, rat her #cos n greer u I t ion? SIO 2011- 06- 08 1: 59 a tn ve l '#J @4lr shaCol I iEBt oy IVar sh#cust ser v 2011-06-08 1:59 aMlrcio Sait 0 Thank@?ffre\lll{ngrran @arshacoll fan host ing and all fc an ot her glaustt serahat . 6ter y Tue 9PM 8"

2011-06-08 2011-06-08 2011-06-08

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