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Tweet aHb\At ki n son Starts now: "I have acustorrer service issue, and n #Cust Ser v afat alube ~y 2 #Success in 'f #A.Jt oCar e #Gust Se~{}#O gan i zat ion, #Ff e x bi lit 1, #Cont r 01, & pr oven #Soft war e. Conver t Ia t a lu be #fb a fi'.u s t Se r v a e e t CJJ o d eve n i #I<g..I 5 t 5 e r 'P e 0 pie! we I c 0 rre tot 0 nigh t 's c h ( aHt char d Nlt 01 i@lust Ser va eet~<Dd t 0 see ~U#~ ser v a fi'.u s t Se r v a e e t letr 's s tar t 0 ff wi t h s 0 rre qui c kin t r 0 s - t a I Ius a #cust se r v a fi'.u s t Se r va e e t @tc h a r d Nl t cQ cb d top i c, R c h a r d #c III511 asB<rsV a rnn oche @lust Ser va eet~<Dd even in 9 t 0 ~LfSt s.e.r v a ffil a r r \8 irk e t t All h , the b u gl e wo r ked, @t.m:tesel'TIigr e e~ e d: eve n i n 9 #cust s e r vie o pl e! wei corre tot onight 's chat! aHt char d Nlt 01 i@lust Ser va eetTl3an ks, I t hi n kit coul d be a good on #cust se r v aID ve I '#J f-b I a Wcust se r v aKtrenlocker RT@b)At kinsonSt art s now: "I have a cust orrer servic need hel ~Ost Ser v a ra a n n i e Wl kerRr@Barr\8irkEAhIb,: the bugl e worked, I see! RT @ u s t s e r v gr e e ~ e d: eve n i#JQ: 9 5 t 5 e r 'P e 0 pie! we I co rre t 0 ton i gh t 's c hat ! aHt char d Nlt 01 ii' m IDr of kct ~n1 wi than IT Ser vi ces corrpany. Beer #cust s e ran d sal es for ny ent ire car eer. ara t h'ijer r rra n n 6ten in g, fo 1#IcBst ser v a fi'.u s t Se r va e e t CJJ o d eve n i @Je d rrc c I i rrn @; n 0 c h @B a r r \8 i r k@tb13. a I c #cust se r v aKtrenlocker @b\At kinsonon nywayl think, if nyG" and errnil and ~ s top r i n gi n 9 0 f t #0u Slb se r v a jn n 0 c h e @lu s t Se r v a e e t ~rr 0 f So cia I CS St rat e gy fo r Ve r i 2D n Wr al so tweet @fl\Mmght #cust ser v aMlr ci 0 Sai t 0 (])od 6ten i ~ust ser v aMlrshaCol1 ierWI corre t#Cust ser-vt onight 's going to be a I it tie d WchardNlt cb1laisdone a great j obhtot fJo:a'riitn.g:o/1Wuwry a Ml r c i 0 Sa ito @us t s e r v gr e eItI elIi sse d ~ u I a s t #WJ5&tk5 e r v a fi'.u s t Se r va e e t Te n i gh~ ffr e'}(.l{ n grrn n wi I I pro b a b I Y not rra k e it, but @,i=I. r s h a Co I I iv0 t be her e i n#Gl.I~t i !t§i! r v aMlr shaCol I i e roir #Cust Seriopi c "I have a cust orrer ser vi ce issue, a hel p". rreans that 'Pu wi I I get to par t i ci pat e and issues

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@bvel ')ill good to see ~u ttcuste:serv bach Verysorryt 0 be ~sitn~rtvonight! (@Wk BoxFfesh /ls I{t cherlnl t p: I It. col qi kLCES ara r en locker @"Br shacol I t eloefor e we get bur i ed in t he tweet s d i, errnil Sundayni\#'CtU§t serv ai'ml aAfshar (])od eveni#l<g..lst sertvhought leaders. I\1tnarre is Val a, a m the chi e f c u s t 0 rre r 0 ffi c e r fo r a glob a len t er pr i s provider a fit c h a r d Nl t 0 I i~ e gO t b a c t\M Ice r t a i n I y ni s S ~Ia us 10 B e ~hA: ! ara t hv-e r r rra n n l' m an indie consul t ant, special i2ing in bizst rat e~ on soci al bus#oes1sser v atrust Ser v(] eetCJJod even i@4r ci 0 Sai @t htler r rrnn@?an n i eWI ker 1 @bvel ')ill #eust ser v a dls gh i RT @b \At kin s 0 nSt art s now: "I h a v e a c u s t 0 rre r s e r vic need hel ~Ost Ser v a to vel \til @ n 0 c h et-Ie Y ..b h r#e u s t s e r v atovel \til @fal aAfsharHi Val#aust ser v am andl eader sm~)At ki nsonYou can fol low & cont r i but e tot oni gt http:// t . col ttfifl.EStvv5.e r v a Ml r s h a Co I lie rW c h a r d Nl t M'~ don' t ~ u t 0 s sou t t h Ql:eiiJ t 15 e b M I I fo I s ton i ght ara t htler r rra n n @lust Ser v(] eet~<Dd t 0 j oi n in wi t h ~ust Se1ri ght ! alTpace101 Hi #eust ser 'Peeps, I'm IDr of Cust Suppor t & Commun it Y @lonst ant Cont&ctr1tog wr\JWMet hepaceofser vi ceo com atrust Ser v(] eet@egO t bacli3ee ~u soon we I#cpst ser v aMlr shaCol I i erPI ease be be wi I ling t o#Custl $e~ut enges and ask hel p. afitchardNlt 01 i@,i=l.rshaCol1 iSe>n.Jnds good, I'll WccstiserOlff. ahrl\lllr kBer n h a rrs e e t i n~,ust se rona t t er s! >#i nt r 0 > I'm IVar k Ber nha & 6p e r i e n c e h chi t e c t fo r (]) IVar k e tin 9 (] 0 up, i n ~ n a a fni s I e @lu s t Se r v (] e e t I' 911 the le a d Co 0 r din at 0 r fo r I\,t) 2i I I a Ef: hel p local user s wi t h t hei r#elWsEse:ri\Ssues. a fit char d Nlt 01 iO<ay, t 0 fr arre t hi s out I'm goi ng t 0 post 5 tweet sI s h 0 u I d he I pus wi t h a fr a rre wo r WeBs t \s:e ISV art . atovel \til @TMI.rkBernharl:lit IVarl#e-ust serv aKlovvl edgeBishfiJlilr#Cust Serhthad the absol ut el y~of rreet ing CO @fa I a Afs h a ri n SF I a s t ITOnth: He i s wh 0 I wa. n t t 0 be v up. #j ust say n affilarr\8irket t@regort baOAll'11 niss ~u, (]eg. Hope t he office ITOve #eust se r v att1Shah RT@Jnt irre7777fhe ~ung generat ion of cl ient s, seem t e >4: i n 9 rre fo r bus i n e s s rat her t han c a I I rre fo r bus t i rre scust seriAbusi ness atiegOt bach thanks - will t ryand pop in! @Pggtatrtjct.alM/bli: c e r t a i n I y ni s s ~ u ~e DSlti ~'r Iv a tID cia I e Bus i n efSrs I' man i n die co n sui tan t , s p e cia I i 2i n gin biz s t r c fo c u son soc i a I b LitO uns::I: sse h 11t p: I It. col ~Cfj Pp z ahrl\lllrkBernhar<dl>bd evening, louise! Howare@rjDvt...Efrll\ID: @rMu kBer nharl:lit IVar I#e-ust serv a tru s t Se r v (] e e t <R e e tin @sgh i @r and I e ad e r@J:i<JDce 101 @fa I a Afs h a r

ajnnoche atiegOt

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#cust se r v afnedrrccl irrnns@/ust Se r v G e e tvar co rre all - st anding in t he shadows @ n och@Bar r ')8 i r k@tbllcal#cust ser v afitchardNlt 01 i1. Chat (])al: fa c! l it at e cortt:ollSitserplciIt iIIrI order t pro v ide ass i s tan c e fo r rea I - life Cu s t s e r v rrgm iss u afitchardNlt 01 i2. Issues coul d be on anyt opic incl IVet rics, Hiring, Advi ce, leader shi~CuSltllse,nst affi ng, IVent or s ... et c afitchardNlt 01 i3. Ideal I yt he #oo'6tlseuoogagerrent will go be jo n d 140 c h a r san d 0 ffl i n e . afitchardNlt 01 i4. To st art I'd I ike to have a n jo n e wishing to get Il¥el f c@/llr shaCol I iiEf'1ra tweet wi t h br#celstlsecvof iss ue. abTooksrunnin@f@cheurrnnncpaQlit e irrpressed w/@rooktroustreimrgt . F€pl Y tweet <10 rn ns. Info sent for r epl acerrent sh cc:@.ist enlaukas a fit char d Nlt 01 i5. W wi I I then r epost (on e at a t i rre) t he issues and hop e fu I I Y 0 ffe r s tIC UDS 111 s e p 11 aIDvidl\,t068 #cust s e rtvr y n q to follow along tonight - I ike the r virt ual twit t er int 0 real hel p! aMlr shaCol I i erl' m co-founder cIItatstleserooat and aut hor of the Uti IT 011 i ne Cust orrer Ser vi be tCi)oi:det . col 8-g)5W a fit char d Nlt 01 il\bw let tlcklst s e rbs s ue s r equi ring hel p fl Y. a Ml r s h a Co I lie r@l c h a r d Nl t M'~ don' t ~ u s tar t 0 u t rre n t ion i n gap a wi t h ~ u r r e C#clJIlSddser'N a kla r i rrn cat her iTrtn a tis t r L@ilrlSlhaco I I i ffip:p i e r Eirp I 0 ~ e s (] v e Co rrp a n i es B ehtt tel!): I It. col 1litBiS<I>tseroosgu}S abTidget I hk Hi all. I amgoing #<wstusecrtvonight because I'mworkin the st ore. Serving cust orrers :0 a d1. son Pr 0 ITO t e slJijh try n 9 t 0 gtlt u tn Seuoo t t we etc hat i s not coo per a fit c h a r d Nl t 0 I i @,i=I. r s h a Co I I i~r iss u e I fa c e i s rra n a gi n 9 the cui t u r e c e rrp I 0 ~ e san d e >4 s tin 9 e rrp I 0 ~ e s . G t t i #I<g...I sb 5 eJ r V 0 a Ml r s h a Co I lie rHa ! RT@ u d '>6 hap i r~ fa v bit son c u s t 0 rre r s e r vic e a I a I Tom in:"1 worryabout qual it ycont rol.1 worrywe ha v e #cust se r v ahrl\lllrkBernharltllt Bridget@>rRllget I hlk:all. I am qo i n q acus t tsek vi n ton i gh t be c a use I' m wo r kin gat the s tor e. Se r v i n 9 ( aHb)At kinson longt irre service & support pro, nowsupport indust I #cust se r v arrpace101 @3,sonProlTOt estUrydifferent browser, im in chrorre an #cust se r v aMlrshaCol ier@lchardNlt OS it he cui t ure at t it ude different bet w Ion ge r s tan din 9 e Illi1cc~es€r v a in u d '>6 hap i r 0 @,i=I. r s h a Co I I i(} B res 0 u r c e! "1' m c 0 - fo u nitta 5 t a:te tdhul!!. t & aut h 0 r 0 f "u t i rra t e 01 lin e Cu s t 0 rre r Se r vic e (]j ide ht t p:llt .co/j 29hr05 afa t Forrest RJnl5T@cheurrnnncpaQlit e irrpressed w/@rooktroustreimrgt . F€pl Y tweet <10 rn ns. Info sent for r epl acerrent sh cc:@.ist enlaukas aKlovvl edgeBish@PchardNlt o-e l : 0 sir. So I'mnot at I ibert yt 0 disc advi se. But 1'1 I offer whtiCustrSEatN e. :)

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01 i@,ilrshaColl ile r i s a different cui t ure ... and evol v l n ; PJ. tit ud es ar e a bi#Cusiti fS:erramt . arnnl(JhnPR @lchardNlt @,ilirshaColl iMlmyt irres cui t ural issues st fr 0 min con sis ten t co a chi n g/ rre s sage. Ii ttl e t 0 d 0 wi #cust se r v a fi'.u s t Se r v (] e e t CJJ o d eve n i @:J son Pr 0 ITOt e @Jr i d ge t 1<9l1v d I\.t 068 i @rMu kBer nhar@Ed>cial eBusi n#rolmt serv a bi k e s po k e RT ~u s t Se r v (] e e t (j) 10 d eve n @cg? 0 n Pr 0 ITO e s U t @ rid ge t 1<9l1v d I\t 068 @rMu k B ern h a r@Ed> I e Bus i n e s s i cia #cust se r v a ID n Fe r r a r a RT @ rna t a I ti d!l xl "@b h n l\tPer e z ES sen t i a I Mt s t C Vi d e 0 by @> Nl t a lie n So cia I I\k d i a Bus i n etsts t C@set . col N1 7 h 60 #scr m #cr#nust se''r v a ¢M ph a Co np u t ERr @b \At kin s 0 nlo n gt i rre s e r vic e & sup p 0 r t pro, now s L i n d us try a nttd U:f&1I: s e r v aMlrshaCol1 ier@?nl(JhnPR Were does t he coaching fall#<tlUlstaiEp)l1\B.ce? afnedrrccl irrnns@lchardNlt ci:) i}Ou ever use rrent orship techniques tc bridge gaps bet ween senior/j unior or e xie r i e n ce d z n r #cust se r v anpace101 WchardNlt (!tlah e xrl ain the not#cms:thseg1t aMlrshaCol ierRT@"edrrccl irrnr@ichardNlt ci:) i}Ou ever use rrent orship techniques to hel p bridge gaps bet ween senior/j uni e xie r i en ced In ew rreniit«wsf? ser v afIDci al Cat al }SlRTs@b\At ki nsonlongt i rre ser vi ce & suppor t pr 0, now SL i n d us try a nttd U:f&1I: s e r v aHt char d Nlt 01 i@pace101 I\bt rreshi ng corres wher e we ar e act i vel y t r evol ve t he cui t ur e i nt 0 ITOr e pr oact i v.clalSltds"olli ti alfasapor teA I'm an i ndi e consul t ant, speci al i 2i ng in bi z st r at e~ on social bus#oes1sser-vl' m aht.t.p:llt .co/j hfHIAw aHtchardNlt 01 i@pace101 Sorrewhat jaded vs e~[J§it~.rv arnnl(JhnPR @,ilrshaColl icmraching is foundat ion of t#bastLSetrure.n a fi'.u s t Se r v (] e e t <R e e tin @?n I(J h n PR @i k e s po ktecu s t s e r v a 1te I I 0 wZe bra Sa.I~ ani n die con sui tan t , s p e cia I i 2i n gin biz s t rat e ~ on social bus#oes1sser-vl'maht.t.p:llt .co/lOOfoh a rre l owZebr a~: I'm an i ndi e consul t ant, speci al i 2i ng in bi z st r c focus on soci al butrouns::l:sseb..t_1..J~).t. p: I It. t col 5t(Q-leV aKlowi edgeBish@ljchardNlt @,ilirshaColl if-Ud that "rresh" issue at a cent er sorre ~ar s back: W bat tied it by pai ring ve #cust se r v a mn o che WchardNlt Qtarshacoll hered to find the keyinfl uenc help bridge t I#EUStlCSPHv aHtchardNlt 01 i@(Jowi edgeBishOWat if it's t he vet t hat needs coac wo r k bot h W#!BiS t s e r v aMlrshaCol1 ierSo howdo we bring newer e rrpl o je e s int 0 t he cui t uri hi r i n 9 pr 0 c:ilC$I$§i se r v ahrl\lllrkBernhari'retnt ors>l'@!!owl edgeBishot:bd that "rresh" issue at cent er sorre ~ar s back: W bat tied it by pai ring ve #cust se r v aKtrenlocker @(Jowl edgeBish@chardNlt @l8jrshaColl i-e n hat was sorret hi ng I t hi n ki ng al so but they woul d bot h have

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#eust se r v aHtchardNlt 01 i@4lrshaCol I iWat if it s t he new e rrpl o je e s ~u want ITO del lie u s t s e r v atns a A For d @l char d Nlt OIet er an e rrpl o je e s may not al wa'f3 r epr eSE d esi red cul#Cwsteser v atradi 1969 RT @'al aAfshar(])od eveni#JQ:gst sertvhought leaders. I\1t n a rre i s Va I a Afs h a r & I a m the chi e f c u s t 0 rre r 0 ffi c e r ent erprise net working provider a ffil a r r \B irk e t t @ a son pro ITO t eIs Vi dar e i t not coo p e r#B:tJ st, S.daIS'f> n ! a in e d rrc c lima n s @(J 0 wi edge B ish OW s the gr eat e r val u e new too I d 0r the pai r@i@ardNlt @l8jrshaCol I i#:ElUst serv arnnl(JhnPR @4lrshaColl ilet roduce them to e xie ct at ions/st anda nor rrs : the nco n sis ten t I Y c 0 a c h/ r#c u 5t l'SIeat 611 s a rre ahrl\lllr kBer n ha r ld e a l I 1, bot h wi I I accept I ear ni ng @loohceractNlbtoher Wat if it s t he new e rrpl o je e s ~u want t #mJS!l:ese:;rt 0 atrust Serv(]eetCJJod eveni~11 owZebraSc@tJowi edgeBish'pust serv a Ml r s h a Co I lie r@l c h a r d Nl t o I t:i eli eve t hat r e gu I art r a i n i n 9 s e s s ion the ni nds, ina gui ded si t uat ion ca#eas:tcsrmplvi sh rru: aklarimacat he r ilsrecust sersr art ing#GDSIl?serv aMlr shaCol I i erYes RT@?n I(Jhn PR @4lr shaCol I ilet rod uce them t0 e xie ct at ions/st andards/cul t ural n o r rrs : t hen cons rro d e l satteust serv atrr a n d l eadersWITr@sa A Ford@lchardNlt OIet eran e rrpl o je e s maynot a I wa 'f3 rep res e n t the d e s#c!aft s e u r e. a i'ml a Afs h a r W i rrp I e rre n ted b a I a n c e d per fo r ma n c esc 0 r e car d s the e rrpl o~e col I abor at i on at al I level s. K?ls can d r i \ #eust se r v atns a A Ford @4lrshaColl if-diring hel ps wit h t he vet t ing process b o r i e n tat ion and ear I y t r a i n i n g, co a chi n 9 and i nt er #eust se r v arrpace101 .us t like a n y hi ng ~u need to st ar twit h goal s, ITt vis i b I e and a "p a i n t tmiI sf!> se nN e" i a Ml r s h a Co lie r@edrrccl i ma ~ rre t i rre sol d h 0 r s e s nee dad 0se 0f v i t #eust se r v ahrl\lllr kBer nhar'l:ets, far i ma. rei I 0 and wel@amer!ml6B.t her lS#ellst serv st ar tin 9 #m.IIs1 ser v abikespoke RT@randl eadersFRiJi@:sa A Ford@lchardNlt OIet eran e rrpl o je e s may not al wa'f3 r epr esent t he#~iseldvcul ajnnoche That's ke'>@m"rshaColl i8cJ:howdo we bring newer e rrp I 0 ~ e sin tot h e cui t u r e? Hit e r t h r#Eu~ S e r ivn 9 ~ aMlrshaCol ier@.sa A Fordlnt ervent ion#.CkJsMServ a tn ve l \til @ar i macat herlt n e s far i ma #ebst :s,r v a Ml r c i 0 Sa. ito @ i c h a r dna t" Stl d> r ~ e I lin g" and "IVa n age rre n t 0 f Syrb 0 I s use fu Ito 0 lsi n cui t i vat i n g#castrme roo I t u r e alDvi d 1\,t068 #eust serdto ~u t el I new team rrbr s cui t ur al e xie ct a o b j e c t i ve s , rewa r d s, e >p e c t ) at 0 n set ; rei n fo r c e c I a rrp ace 101 Big fa n 0 f the AIOO.R c han ge rrprrt ITO del ( Awa r en e s s, Ie sir e, I{J 0 wi edge, Ab iii t 1, R3#<n.fst (SErraIIl t ) a in e d rrc c lima n s RT @4lr s h a Co I I i@hed rrc c lima ~ rre t i rre sol d h 0 r s e s nee dose of vit a#Kiuns:t!ser<\8act I 'I ~nt orship is a t wo-wa~

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RT @/I3.rshaCol I i@hed rrccl i rra rfsarre t i rres 01 d hor ses nee dose of vi t a#nuns:t! ser v aMHshaCol ier@arirrncat her'lGltebet cha! If ~u have ar#ceIl5t;lseng issue, share wit h us and we will t ryt 0 sol ve aMHshaCol ierNce a cr o n yn Prop@p~e101: Big fan of the AIIl\R change rrgm rro del ( Awa r e n e s s, Ie sir e, I(] 0 wi edge, Ab iii t 1, F€ info #cust se r v afIDci al Cat al }SlRTs@/l3.rshaCol I:i ¥es ~n I(jhn PR @/I3.rshaCol I i er Int roduce them to e xie ct at ions/st andards/cul t ura con sis ten t I Y co a c h/ r 0 I e #roDJs e Is es anre atns a A Ford @4lrshaColl ilet ervent ion earl ywhen spot t ing probl "rreshing". Coach and st ayon t of#CGlIst serwssue. alTpace101 *point s to nc@A:lrclRO Sait o":St o r y ell ing" and "Mlnag of Syrbol s" ar e useful tool sin cui t i va1#tt1~tamn~n ( a be r k son 0 6p I a in? R@AI. r c i 0 Sa i t @ i c h a r dna t" 81:1 r ~ e I lin g" & d> " Ml n age rre n t 0 f Syrb 0 Is" are use fu Ito 0 lsi n cui t i val cu I t L1ircelst se r v ara t htlerrrrnnn@lal aAfshar,AQree. Peopl e will tend 0 do what t he y . #cust se r v a tn kespoke @4lr shaCol I @fred rrccl i rrn~rrerrber t 0 speak a comrron I an gu age bet we e n legacy e rrpl 0 ~ e s a#dusteSleD U e s a tn ve l \til RT @pace101: Big fan of the AIEl\R change rrgm rrodel ( Awa r en e s s, Ie sir e, I(] 0 wi edge, Ab iii t 1, R3#<n.fst <SE1TBIIl t ) aHtchardNlt 01 iSorre good point s. I\bwin t he spirit of t he goal for c hat ... a n ~ n e 0 pen tofu r the r dis c u s s ion 0 u t sid e 0 #cust se r v aMlr shaCol I i er~t h'ijer r rrnn rco rrp' d#Cust ser v a kla r i rrn cat her i@4!r s h a Co I Ii: e r01 , ny c u s t 0 rre r s e r vic e nigh t rra rewa s Int er nat i onal cour i er corrpany t hat I can't narre:) #cust se r v a Ml r s h a Co I lie rW c h a r d Nl t d'II i I be gl ad t 0 h e I p t h r 0 u gh (]) 0 gl e + han per ni t#$:ust se ras rra l I bi z aMlrcio Sait 0 @pace101 Wat does *point to nose* rrean? I am not to knoW#co);t serv ara t htler r rrnnn@4lrshaCol I iCID"rrp' d =corrpensat _dust: s)erv atns a A For d St or i es ar e cr uci al as t hey set t he e xarrpl e of what #cust se r v alTpace101 I've used & spoke about a 5 st ep cui t#c[Jst cSm~i ng p aMlrshaCol ier@4lrcio Saitl\A!ans ~u're sp scusmse rv atrust Serv(]eetCEeet in@;sa A Ford@ud\Shapi@>arirrncat herine #cust se r v aIDvidl\,t068 #cust serrmke sure t raining present at ion refl ect s ( e xie ct at ions. IVbr e ~u t el I them e xie ct , t he rror e (or go) aMlrshaCol1 ierTel1 us about @,tr'5!9UiColl i@,brcio Saitl\A!ans ~u' re spot c#lcustserv ai'ml aAfshar Hire at tit ude, t rain for apt it ude. lrrpl errent robu 'Topgrading' book byBradford Srrnrt is#gastlsleererenc ahrl\lllrkBernhar"cbtn t he nose" or "t@lbgal'oRBait@Pace101 Wat does *poi nt to nose* rrean? I am not sur e tilc1ll'Sblset'l> kno

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01 i@,ilr shaCol I ileappr eci at e it. I al so got an offer for I gues s t hi s appr 0 ach t 0 chat #curs~ ser#.s\mrll4. bi z a ffil a r r ')8 irk e t t Ca n be a c h a I I e r@fi !k ERr po k @/13. r s h a Co I lie r @ e d rrc c I i rra ~ rre rrb e r t 0 s pea k a co rrrro n I an gu a ge bel legacyerrp & new (/IOl!!St serv arrpace101 @,ilrcio Saitid> rreans ~u are r#gost sent) a Ml r c i 0 Sa ito @e r k son (Jj s t s u gge s tin 9 (]) 0 gl e sea r c h top i c s (a n d 0 hel p) in t he spi#dustoSetrdticst ara t h'ijerrrrannCorp cui t ure is I ike advert ising. U need to keep r & d esi red beha#d:ostsser v a tn ve l '#J In the niddl e of a cust orrer svc night rrare - product hrs, d ajs later, nothingno comrunication .. just #cust se r v aKlowi edgeBish@JjchardNlt ~i the t irre (1999) rrent orship was a one The nil I ennial s nowcorre in wit h as much tot each #cust se r v a mn o che @lchardNlt Qtarshacoll ce rrrrun i ca t e, comrunicat e and comrunicat e sorre rrore. Be open and honest and pea #cust se r v aMlrcio Sait 0 @pace101 *rel ief#cus) serv atns a A Ford RT~t h'ijerrrrannCorp cui t ure is I ike advert ising. L rei n fo r c i n 9 the ITS gs & des i r ettC Lts:t hsletri 111 r s . a be r k son 0 @,il r c i 0 Sa i t I ofi gu red I carre i nth enid die 0 f a con v 0 . int erest itlgust-$erv a ni ken un e s ,AQre e! ~ t h '>!-k? r r rra n nCo r p cui u rei s I ike a d v e r tis i t 0 k e e pre info r c i n 9 the ITS g' s & d eti<i:mS!l:d see b a v i 0 r s. a fni s I e RT @p ace 10 1: Big fa n 0 f the AIEl\R c han ge rrgm rro del ( Awa r en e s s, Ie sir e, I{J 0 wi edge, Ab iii t 1, R3#<n.fst <SE1TBIIl t ) a fit c h a r d Nl t 0 I iW h a v e an 0 t #mrs t s e ri \S sue t 0 dis c u s s. Co rn n 9 0 n up aMlr ci 0 Sai to lear ned today: "poi nt to nose" = "#'oWlstllser3lpot on" aMlr shaCol I i erooct i ng a "cui t ur e" on a gr oup of peopl e is not eas wi I I i#'q!jlst ser v a I1J) ace 101 St e p 1 0 f Cu I t u r e Ch a n ge : Pr i 0 r i t i ze Ql a d Co n s t r a i n t Ti rre & R s k) fo r ~ u r #OD~ are r v a KI 0 wi edge B ish @? e d rrc c I i rra @!i c h a r d Nl t @41ir s h a Co I I iIe r wa son lin e ban kin gin 1999 : d ban k e r s tau gh t new h ire s: 01 I bot I#cust ser v afitchardNlt 01 iFfom@lisl e: rry cus t orrers are not using the hel pde sub rn t tic k e t s, eve n wh e n len ga ge #tc ostmse mvt wi t t e r aMlrshaCol ier@nocheComrunicat ion - I\OT broa<#cast se~v a ne r k s o n O This is one st range twit t erverse @t1its::hc#jJa.Jsltim:~n @edrrcclirra~rret irres old horses need a dose ofvit #cust se r v aIDvidl\,t068 @lchardNlt @4lirshaColl#emst serWit e paper on resul o ffl i n e h e I p? aMlrshaCol ier@(Jowi edgeBishaj)l1 ine is st ill new tot he rraj orit y They t hi nk t hei r ki ds ar e the onl yttmlst sar vace boo k a mav e m t z @,ilrshaColl iiert egrat ing cui t ure int 0 hiring pr o ce s: easi e#cust ser v a hE. d i 1969 RT @'a I a Afs h a r I:-lirea t tit u de, t r a info rap tit u de. lrrt

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h i r i n 9 p r act ice: 'To p gr ad i n g' boo k by Bra d fo r d Srrn r t referen#eust serv ahJj Gez Ff om t he vel oci t y of tweet s t aggejelit§ttse,eul ch s gu e s s I k now wh a tin t ere s t s ny Twi t t e r pa Iso n Tu e s a m k e s po k e ~u s t Se r v (] e e ~ n I(j h n PR h e I I 0 Fb yl #mrs!t s e r v atrust Ser v(] eetCJJod even i@$r kson@j ke n une@li sl e#eust ser v a Kt r e n 1.0 c k e r bot h gr 0 ups nee d tor e a I i ze the y are ate a m, c rea t pai ring, t 0 avoi d opi ni ons o#oUsi s e r vi ght , n a Ml r s h a Co I lie r@e r k son (!Cou n ton rre fo r the s t ran ge (a n d s 0 rre t i rre #j ust S~llst ser v afitchardNlt 01 ii'.e)4: Issue Ff@Tisl e: rrv cus t orrers are not using the t hey bar el y subni t ticket s, even when I engage herr #eust se r v aMlrshaCol ier~ust Serv(]eetTl3ank ~u for all ~[JslJeSefJ!v aMlrshaCol ierRT @lchardNlt of1...Ei>4: Issue Ff@Tilsl e: rrv cus t orrers are n usi ng t he hel pdesk, t hey bar el y subni t ticket s, eVE t hem on t V#tLtsBrserv atns a A Ford RT@avenit @,ilrshaColl iiert egrat ing cui t ure int 0 hir ca n rra k e i t ettcais::l:rse r v atrust Ser v(] eet~ You bet #.eu~t ser v am kespoke @,ilr shaCol I i'lDru can I ead he hor se t 0 wat er but cs horse dri#loosttserv aMlrshaCol1 ier@lchardNlt dh a t is a good one. The hel pdesk, is it phon e@li sl e#eust ser v aMlrcio Sait 0 @erkson(DJowbringnewpeople, rranage cui t ure ... I'v need bot h st r uct ur ed (pol i ci es, et c) and unst r uct #eust se r v atrust Serv(]eetf-et I@adi 196~renl.ocker#eust serv a fit c h a r d Nl t 0 I i @li s leAr e ~ u rra n a gi n 9 a non lin e 0 r ph 0 n e h e I p des k #eust se r v acral I cent erdr#eust ser<1L.Jst orrer service rrakes t he difference http:// t . co / Ye I\E rrj 5 afni sl e ~ust Ser v(] eetgeod even in 9 t 0 ~stt cse!r v a parre l arraer o s ssoun d s like we' ret al ki ng about cui t ur e of cust OITE #eust se1itm t r y n q to cat ch up ... atrust Ser v(] eetCJJod even i@g3.veni t treust ser v a fit char d Nlt 01 i@arrel arraer 09\2tt1 t i pi e t opi cs/ issues subni t t ed by ~ ton i gh t. If ~ u h a v eon e sen d itt 0 rre#<a..r&I sef I w ahrl\lllrkBernharVi't t he warm-up @1Bire1 a rra e r o s So un d s I ike we're tal about cui t ur e of cust orre#eUB:trS'e'Cdt ron r y ng t 0 cat ct up ... aMlrshaCol1 ier@avenit fuct 11, that's what t he hiring process is· ge ITS wh 0 wi I I / ca n / wa n t #d:ucst asm-pA: a ma r i rra ca t heri@evel y:uHe,eust serv a nr \8.ncar guy RT@/llrshaColl i@ovvl edgeBish~1 ine is st ill newt 0 rra] 0 r i t Y 0 f bus i n e sse s . Th e y t hi n k the irk ids are tI Face bo 0 lIeust se r v afni sl e @l char d Nlt ClDlnilin e hel ~kser v atrerksonO Sounds I ike rve @/llrlSlhaColl i(j>erkson(!Count on rre for the st range (and sorret irres anno'CC1~t~eLJ911: s ay n

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ierRT@lchardNlt c@lii:sl eke ~u rranaging an onl ine or pi hel pd esk (emaalhS!) ser v a ma r i rracat her i@>arrel arraer os:s gr eat t 0 s~$LBer v ahJj @lust Serv(]eetlte~s hard to read rry t irrel ine before t pus he sit d 0 VIIIl! ~ e f#ClUSd: KS mr v a ma r i rracat her iRfE@/llr shaCol I i@lra:veni t fiact I 1, that s what he hi r i n pro c e s sis fo r. H n din 9 the ge ITS wh 0 wi I I / can / wa n t t #cust se r v atrust Ser v(] e e t Ose e t i n@arrel arraer o sTs> c: "I have pi a cust orrer ser vi c an d need hfl#clj:DSt'ser v a in e d rrc c I i rra n s @ ike s po k ~ e I len t poi n t . Lh i v e r s a I I a n gu age t 0 rra I gu ida n c e and s u fipos 11: 5 e r v a Ml r c i 0 Sa ito @ i c h a r dna tW> II i wr i tea b log po s ton "IVa n a gi n 9 Cu I t I st or i es and rranagi ng s yrb o l s" in the neicus13.)Se#pn 01 a bY '>6 n car gu y RT @/13. r s h a Co I I i 00. c tin 9 a "c u I t u r e" 0 n a gr 0 u p 0 f Pe 0 e a s y u n I e sst hey a r tBcIW; t Is err ~ aMlr shaCol i er@li sl eWI corre. Is ~ur hel p desk on I i n#:Cilst speIJoo e? a ITp ace 101 @li s led 0 ~ u h a v e a k n 0 wi edge bas e a v a i I a b I e fo r c u use? #cust ser v a fit c h a r d Nl t 0 I i@li s I e In t ere s tin 9 iss u e fr 0 m ny per s p e c t i ve (i nth E Il¥ e I f) la c k 0 f usa ge i s p u Z2I i n g. k e t h eltOll s$VS e E 51Ue s alDvi d 1\,t068 #cust serRr o rro t e hel p desk success st or i es? Hel p d e~ cust orrer s per i od i cal I y t 0 check in? Sal es t eam pus r add to Cust a Ml r s h a Co I lie r@li s I e Wa t p I at fo r mar e ~ u us i n g? FAa? Ch at? (]j ide d comrun it 1kust ser v a parre l arraeros@arirracat herHlin~rinliaust serv ahrl\lllrkBernhar@1isl eSo the cust orrers woul d prefer to use the phc quest l o n sv l s scasti s e r v ai'ml aAfshar Comrun i cat e t 0 ~ur cust orrer s t he cl ear ben efi t s 0 con t act c han n e Is: aut 0 rra ted wo r k flow, SlA con fo r rra 1 #cust se r v a bY \8. n car gu y RT @ a r i rra cat her RiIi @"Ill r s h a Co I I i@lra:ve ni t fia c t I 1, t hat s wh at the h i r i n 9 pro c e s sis fo r. H n din 9 the ge ITS wh 0 ad ap#cust se r v a fit char d Nlt 01 i@4lr ci 0 Sai t 1'01I hoi d ~u tot hat pr oitltest! s/ipnoni sse a Ml r s h a Co I lie r@TMI.r k B ern h a r 1lhe t ric k i s t 0 ge t the m away fr 0 m t h fi n d sol uti 0 n S#C<D.IIS t ism v aHb)At kinson An~ne using rol e pi ayin hiring/t raining processes #cust se r v a Kt t h'>tler r rra n n @li s I e I' d wa n t t 0 fi n d 0 u t wh Y c u s t 's are n 't us i n 9 Wul d look t 0 see if confusi ng, cU~lStcse:r,V et c. afni sl e @p ace 1 0 1 'J€ s, and I add art i c I e s eve r ae Idv the r alDvi d 1\,t068 RT @lu s t Se r v (] e e t (i Ie:e t i r@sa rre I a rra e r 0 sTs> pic: "I h a v e a cust orrer ser vi ce i ssue, ancWaus~cSEtraA p." RT @'a I a Afs h a r Co rrrru n i cat e t 0 ~ u r c u s t 0 rre r s the cI e a lTpace 101 of using proper cont act channel s: <t~ setvgood I a ffil a r r ')8 irk e t t @ ike s po k @MI. r s h a Co I I iTene ni s t a k e i s I e ad i n 9 itt 0t wi tho u t fi r s t con v inc i 1#9List sB r tv h irs t ! a hrI\Ill r k B ern h arid t::I e e d - info r m, e d u @Ill res ti1fCo I I i@rM3.r k B ern h a r 1lhe

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t ric k i s t 0 ge t the m away fr 0 m the ph 0 n e and fi n d s #eust se r v a rnn oche Ye s, 0 n eon 0 n e and i n gr 0 up t 0 dis c us sop en I 1, I\BfE RT @/13. r s h a Co I i@ rn: 0 c h €Co rrrru n i cat ion - !\Or b r 0 ad cas t i #eust se r v a fib s s I.e ad e r s h i rRf @/13. r s h a Co I i 00 c tin 9 a "c u I t u r e" 0 n a gr 0 u p 0 f Pe 0 e a s y u n I e sst hey a r tBeIW; t Iserr ~ abikespoke RT@b)At kinsonAn~ne using rol e pi ayin hiring/t raini pro c e sse s t 0 b rid ge Meust ~?v alfasapor teA I'm an i ndi e consul t ant, speci al i 2i ng in bi z st r at e~ on social bus#oesEser-vl'maht.t.p:llt .co/}6breYH a nr '>6ncar guy @/I3.rci 0 Sai t@)i char d n atseh t:I rre t hfl#eust1iser v adlaveni tz @4lr shaCol I ipB"opl e who can ad apt ar e good - but al "get it" and can push t enur ed#aa.np:1 Sl~atS fVld a 1te I I 0 wZe bra Sal~ ani n die con sui tan t , s p e cia I i 2i n gin biz s t rat e ~ on social bus#oesEser-vl'maht.t.p:llt .coIZU4bWw a ~ i s ten Ia u k a s @ u s t s e r v s t T&lIel1 ~ u s h 0 u I d I 0 vet his s tor y - B e i n 9 Za za e and 'Nat Br own IDd IiOrt fM?//ht .1#§tlfStFfsIHV ai'ml aAfshar The key i s t 0 pr ovi d e ~ur cust orrer s wi t h opt ion s e I e c t ron i c - the c h a I len ge i s I eve r a gi n 9 CRVI fo r COl #eust se r v ara t h'ijerrmann@4lrshaColl@!rM=l.rkBernharMtke it rrore val uabl e to on lin e sou r c est han ph t C#m.rs1l i&B:J \C us t s. atns a A For d RT @aveni t @4lr shaCol I ipB"opl e who can ad apt ar e goo al so t hose who "get it" and can push t enur ed e rrpl #eust se r v aHtchardNlt 01 i@lisl eAre ~u finding that peopl e aren't seeking he not 0 n I #cleft se r v ahrl\lllrkBernhar@1isl el\1tprevious quest ion was rrore 0 how cust orrer t ryt 0 get hel p. Phon#reUB"t senv! ? aKlovvl edgeBish@)?hrshaColl iTelie Pew research cent er just did a 2011 soci al derrogr aphi cs. I use i t tie[]sbf5Eerrve~s. aMlr shaCol I i erA good pi at for mAre ~ur cust orrer#atJstl-steeFilhi es? @li s I e @/13. r s h a Co I I iIerns e # /ls sis t I Y (FAq c hat , fo r u ITS, twitter) a bT '>6n car gu y RT @'a I a Afs h a r Th eke y i s top r 0 v ide ~ u r c u s t 0 rre r s wi j P h 0 n e & e I e c t ron i c - the c h a I len ge i s I eve r a gi n 9 CI qual i W(}'.Ust ser v atrust Serv(]eetCJJod eveni~ssl.eadershWiaust serv afnisl e I use #/lssist I y(FAq chat, fo r urrs , #mIsitl~etwvit t er) a nr \8.ncar guy RT @avenit @4lrshaCol I ipB"opl e who can adapt are goo al so t hose who "get it" and can push t enur ed e rrpl #eust se r v arrpace101 I' m I ike tot hi n kin t e r ITS 0 f H r s t Pr e fe r red So I u t cust s opt ions & get it righ#eustl s:e~aYir t erITS abikespoke @Barr')8irk@.btshaColl i'mru are a wise ..edi#cUtstt5OO"rv aHtchardNlt 01 i@4lrshaColl iCSxst orrer derrographics and cui t ure of bi are key con sid e r tAct usd nSE r#As sis t I Y ahrl\lllrkBernharEath call er can be inforrred of the onl ine hel pdesk Each email can I ink tot he onl ine hel#pdsEiser(llJide 1

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#Cust Serilli all. long t irre support tech rroving up t ( RT @/llr shaCol I:i Argood pi at for m h e ~ur cust orrer non-t echi#:ESI'St serFir@lisl e@,i=l.rshaCol I ileus e #flssi st I Y (FAQ c hat , fo r u ITS , e rra ii, twit t er ) afnisl e @/llrshaColl iteinere is a rri e d pfllpus1aseo11l a parre l arrneros@lchardNlt (£H how can co's bal ance speed & qual it ~ response t 0 co rrpl ai nt s? Bad e xi' ce wi Arazo n bc they #eust se r v appcoj uan RT@b)At kinsonAn~ne using rol e pi ayin hiring/t raini pro c e sse s t 0 b rid ge Meust ~?v a fit c h a r d Nl t 0 I i@li s I e I wo u I d gu e s s ~ u are s u ffe r i n 9 fr 0 man ad ver t i 10 peopl e know how to fi nd ~ulfcW5:tssetvy a Ml r s h a Co I lie r@(l 0 wi edge B ish d'JIe w s tat i s tic s fr 0 m I\e i sen: e ~ 0 pen i I ht t p: II t . col Gltns!~er v a ma r i rrncat her i ne er est i n@d>'>€RTki nsd\m)One usi ng r 01 e pi ay i n hi r i ng/t r ai ni ng pr ocesses to Mxr:usltgesetrbe gap? a bY \8. n car gu y @fa I a Afs h a ra gr e e d. Co rrrru n i cat e i nth e rra nne r the y i r they escal at e in t#eUlSltcseo11l. a cnv i ci RT @2lVbst 12 IVbst ESsent i al W'f3 t 0 l-o n o r Your Cust ( http:// t . col 'fiq..eaYs e r v a Ml r s h a Co lie r@li s I e f-b w e a s y d 0 ~ u rra k e i t fo r ~ u r c u s t 0 rre r s t 0 # fls sis t I Y he I p;'l<B.lB(?s e r v ai'ml aAfshar Provide onl ine sel f-service tool s (knowl edgebase, 1 of cust orrer sel f-sufficiency, not ttIaJslt silErfhtect ion. afitchardNlt 01 i@lisl eln our bizwe need to ensure adequat e "adver svc t 0 ensur e t he best e xi, and#ca.d;dq:SeirOll1 rat es. a m k e s po k e @(I 0 wi edge B ish @l r s h a Co I I iWtr h new e con 0 ni c d a tao n cont inued drop in wages vfcla.lstiseli9Ip£iGlll:I derrographic rro r e a tn ve l '#J @o,#t kinsWldo byact uall yusing our I ive chat to S answer#ICust serv aMlrshaCol ierWchardNlt @.hiisl el woul d be gl ad tot ake a look at and gi v e ~ u s 0 rre atoI: lot sd: es e r v aHb'fJ: kinson @ocoj ua@,arirrncat herNbie uncommn pract ice in serv des k wo rid. (r o#oosfb I S1¥ v aMlrshaCol1 ier@bvel \ill live chat rocks - even a I it tie widget fror (]) 0 gl eTa I k wi I I#ClJllSrt<s e r v I ahrl\lllrkBernhar@1isl e~ so if support ing via Twit t er, rra k e sure ~l the he I pd e ski nth e b i o. Twe e t the I i NlckJS"te~ r II r I y appcoj uan @b\At k i n s o a l wa'f3 real ist ic scenarios - rol e pi ay& al wa'f3 t he best way to engage quest ions cr eat e aha #eust se r v aMlrshaCol1 ierf-bw so? Rl@ikespokeWt h new econonic dat a on cont in in wages wi I I i t#euspcmtrsoci al d errogr aphi cs rror e afitchardNlt 01 i@lisl elt I ook@.tl.rlseaCol1 iarr d I bot h woul d be will ir del ve deeper i nt 0 t hi s wi t h ~u. An~nQJ:eest(5ecrbll e1 affilarr\8irket t@ikespok~om~u t hat is a true co rrpl irrent, ..bhn, @/llr shaCol I #eUlst ser v a tn ve l \ill @4lrshaColl il.@fEwhen we're rocking 5 or 6 at a t irre #eust se r v

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,AQree R@lchardNlt c@lii:sl e we need to ensure adequat "advert ising" of the svc to ensure t he best e xi, ar #eust se r v aMlrshaCol1 ierYou gu}S just I ike tal king abcllctlstrsllnevpl ay n o alDvi d 1\,t068 @,ilr shaCol I @jIrchar d Nlt @li sl e#Cust serlvt hi n k offer s 01 ot her s t 0 look at ~ur pr ocessl accessi bi lit y i s (])I hel p afnedrrccl irrnnsSorry. .. I\1twife just carre back fromget t ing her hair at "bi 9 chai n salon". She had a 20% off#3l:u,tsserooupor ai'ml aAfshar Bal ance efficiency& effect iveness. Ef:Iucat e as necess ierronst rat i ng gener osi t y (t i rre & knovvl edge) leads t I i fQl:.cust se r v alTpace101 +1 RT@lchardNlt c@lii:sl elt I ook@Al.tlseaCol1 iarr d bot h woul d be will ing to del ve deeper int 0 this w #eust se r v afnisl e @,ilrshaColl ~rchardnattcb1lei hel p desk I ink is h e I p. rro 2i I I a e c u a (#0 [J 5 b IS~ r v a @ ion ITSIVI @l c h a r d Nl t @lii s I e how are the y 0 b t a i n i n ~CsIlSib r:fiErrtv ? a Kt t h tle r r rrn n n @,il r s h a Co I I @E>rv e I \ill Ius e Ya h 0 0 Pi n gb o)€ s . I don't ge t o f c hat s s 0 fr e e i s per fmlts t fs e r nre . ahrl\lllrkBernharittaising hand@NfhardNlt c@lii:sl e .... An~ne el se abl e h e I pile u 5 t 5 e r v aHb)At ki nson @ocoj uarsn d put the candi dat e or newbi e in the cu earl yand o#Cu:st.serv a Ml r s h a Co I lie r@li s I e le t 's c hat t 0 rro r row. WI rre the d Eilte t 5 e(rOK e as a fit c h a r d Nl t 0 I i@li s I e an @rMH k B ern h a r dl1as 0 ffe red a s we I I! (] eat peopl e offer i n 9 ad d it i#«tust slefl:lI7pst ser v a 1m i I I }MID @l c h I\e gr i n - War est e p pin 9 u ~ I tl W Cu s t 0 rre r Se r vic e Of c e r s t 0 i rrp r 0 v e c u s t 0 rre r s e r vic eke y 0 p s #eust se r v a pnl I I }811 @l c h I\e gr i n - War est e p pin 9 u ~ I tl W Cu s t 0 rre r Se r vic e Of c e r s t 0 i rrp r 0 v e c u s t 0 rre r s e r vic eke y 0 p s #eust se r v afnedrrccl irrnnsHair cut was $30, highl ight s $95. Theyt ried tot ake hair cut. 'Me not ed "anysvc" on co upaeusfllsey aa l kec aMlrshaCol ier~t hv-e r r rra n rl-rrrrm never t ried t#mJs~SB.Jtv a tn ve l '#J ~t h'ijer r rrnn@,i=l.r shaCol I iTene cust orrer s real I y like t c hat fe at u r e, down sid e i s the y d #0 USt 5 e Ie v ito ffl i n arrike nunes RT@lchardNlt c@lii:sl e an@rMHkBernhardl1as offered as wei I! (] eat t 0 see peopl e offer i ~umdSeri\Dnal hel I #eust se r v alTpace101 Q. hangout an~ne@RU"rshaColl i@Ti:sl el.et s chat t orrorrow. Wlrre the det aiItreL(S)J:rsemviI ) a mo set t a I u e RT @>hi I I ')MID: @l c h I\e gr i n - War est e p pin 9 u P wi the @>h i I I \MID Cu s t 0 rre r Se r vic e Of c e r s t 0 i rrp r 0 v e c u s t 0 key ops rret #ci:ust ser v aMlrshaCol ierWat cust orrers don't ike is t he "chat box' that t page#eust se r v a@ionlTSIVI FOrrrer e rrpl o je r used it for nyir@mAtvkew.sorRr An~ne using rol e pi ayin hiring/t raining processes

arrpace101

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#cust se r v aHtchardNlt 01 il\e)4: subnit t ed "Issue" coning up in a rrorrent. ffi FE SHiFf (]AR3 AGJN! #cust se r v aMlrshaCol1 ierRT<WchardNlt of1...Ei>4: subnit t ed "Issue" coning up in a <If F1ffiIY TO SHIFf (]AR3 AG.IN! #c u 5 t 5 e r v amkespoke @4lrshaColl i,LWrgPerson rraking less, povert yl evel 46 t i gh t e r#C<D.I1S t 5 e rdte rra n din 9 rro reb e c au s e wa.1 let has I in si de. afnisl e RT@rMHkBernhar@tri:s1 e~ so if support ing via Twit rra k e sur e ~ u h a v e a lin k tot he he I pd e ski nth eb r e gu I a r I y t 0 #<B..Illitnsier v afnedrrccl irranslVanager on dut ysaid "Sorry, that's what we're toll W're a chain and corporat e doesn't care about cu s #cust se r v a fni s I e RT @pace 10 1: ~r e e F@l c h a r d Nl t c@lii:s I e we nee d t 0 ens u rea d e qua t e "a d v e r tis i n g" 0 f the s v c toe n sur E adopt ion rttdusEserv ahrl\lllrkBernhar.c@lchardNlt@1iisl ehas.oop rre int 0 the conversat ion best. I ~io~et ingif t hat WedJ~serv am kespoke @Bar r \8 i r k@.bt shaCol I iAwwh: -fcust ser v aMlrshaCol1 ier@pace101 Be gl ad to! .us t let s#sust seirrre/dat e aHtchardNlt 01 il'.EN ISSUEFRJv1 @arrel a rra e r o s sho w can co's bal ance s pee d & qua lit y 0 f res po n set c#mmtps en 111 t s?' alDvefy\te)UsIS RT@,1chael ludwig.-bw c@?)Us deal ership is being co rrpl d i ffe r en tin the ira p pro a c h t 0 wotwi r1J 9) t! 171 e i .rc ail ki ~\r'ste ! #cust se@rll¥>cal ia a tre a ut ')bl kbookIDives rre nut s ... page st@W,rl<s::iTa!CcfITliWat cust orrers don't I ike i s the "c hat box' t hat b 0 tJtc<te;:t Sle" 1'O\lJ n d a bY '>6 n car gu y RT @b)At kin s 0 @oco i u a ~ d put the can did ate 0 r n e \I t he cust orrer' s shoes ear 1#§lus1dsmrftven. afnedrrccl irransSorryfor t hat brief side-t r#cillstlsell.ivl rrent . a Iffi. rro n ISle 0 n RT @Ill r s h a Co I I i '(Ma:t c u s t 0 rre r s don't I ike i s the "c h bounces around t l#IE:uiScIJ.~erv a Ml r s h a Co I lie r@rMI.r k B ern h a r I:Ict v e ~ u t @I!wft i n gB urn e:ffl:F: and fa r I e s s co rrp#<rust se r v a Kt t h tle r r rra n n RT @Ill r s h a Co I I i '(Ma:t c u s t 0 rre r s don t I ike ish e "c he bounces ar ound t he page> Bi 9 ~stnseroom a pp co i u a n @fa I a Afs h a rl wa.s t 0 27 t i rre s by v e r i :iD n togo 0 ve r i zm co rrr hi ms pe e d int ernt /hel p on a 30 ninut e I$Lwa.s down#cust serv atrust Serv(]eetCEeet in@1ionITSM@r\8.ncarguttcust serv afnisl e @pace101 I have G- but never used#cualStgsetY£ aMlrshaCol1 ier@arron ISleon I do love knowing the "st at us" of rrv pi #cust se r v alDvi d !\,t068 RT @l char d Nlt ort-.m: ISSUE FRJv1 @arrel arraer o s s how can co's bal ance speed & qual it Y of response to COlT #cust se r v aMlrcio Sait 0 RT@ichardnatl'SfiISSUEFRJv1 @arrel a rra e r o s s'h o w can co's bal ance speed & qual it Y of response to COlT #cust se r v
i

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Tr an spar en c~char d Nlt ort-.m: ISSLE FRJVI @ a rre I a rra e r 0 s 5' how can cos b a I a n c e s pee d & qua lit yI t 0 co rrpl a i r#tlES1' se r v am kespoke RT @,t htler r rrannP.IT@/llrshaCol I iwa.:t cust orrer s dont is t he "chat box' t hat bounces ar ound t he page> Bi #cust se r v aimrron ISleon RT@/llrshaColl i~rron ISleon I do love knowing the "s o f ny pizza tho li#gltu t 5 e r. \( . . Twe e the 5 ad e d 2 a Ml j 0 r con aMlrshaCol1 ier(])od Q R@ichardnatl'S'"ilSSUEFRJVI @arrel arraeross "how can co's bal ance speed & qual it Y of response t #cust se r v amkespoke RT@"edrrccl irrani9t.nager on dut ysaid "Sorry, that's' t 01 d to do byour boss. W' re a chain and corporat about cust o rrseisst serv atrust Serv(]eetl'81l a I it tie thirst y. «r asps uh ... Zappos! (PI ease s beverage in our t r#adst sen at o a s t . ) a hrI\Ill r k B ern h a r @tI. r s h a Co I I iTffiran k s fo r the r e co mre n d at ion, Ml r s h a . I 0 0 k. Co u Ids a v e rre a go 0 d c h tJtcltls t csmmge . aHt char d Nlt 01 i@pace101 I've al wa'f3 found a lot of val ue in havi ng ( st rat egy i n co rrpl ai nt handl i nglcu~t mn'Ps focus. a Ml r c i 0 Sa ito Pe r hap sap has e d a p pro a c h: E'p e e din a c k n 0 wi e d gi n g, e >p e ct at ion s fo r r e1tm..Islit siarrv? a parre l arraeros~and pi ease :@JRfce101: Transparenc@!RChardNlt 01 i: b a I a n c e s pee d & qua lit y 0 f res po n s e tIC us 1c S EflD Ivai n t s?' a be r k son 0 Ii) n ge 0 n s & IVa go n s? F€ a I I @Ilft! s h a Co I I i ¥ep u gu 'f3 jus t I ike t a I kin gab 0 u t #m.I sa- ~ laW n 9 a rrp ace 101 @li s I e go 0 d 0 PP0 r tun i t Y t 0 gi v e ita wh i r I :) I' m u n ( in (])ogl Meust ser v a bY \8. n car gu y wi I I c h e c k the m 0 L@4l if¥ hPcilCo I i@rMI. r k B ern h a r I:Ict v e I 'P u t r i@,ti e tin gB urn e:ffl:F: and fa r I e s s c 0 ~II.I six 5 e r v am kespoke @ edrrccl i rranWnder if rranagerrent ever for ced togo hr si rrul at or of t hat #~~iSe<rlvat a parre l arraer os~d suggest i on@4Ri[ci 0 Sai t leer haps a phased appr oach: E'p e e din a c k n 0 wi e d gi n g, set e >p e c tat i ottmJ Sb IS err alS 0 I L aMlr shaCol I i erWs t hi nki ng rro r e St ar@feelkseniOli)ngeons & lVagons? RT @/ll r s h a Co I I i ¥ep u gu 'f3 jus t I ike t a I kin gab 0 u t r 0 I #cust se r v a m e Mm n a @/llrshaColl iarrd 'yOu know what t heysayabout the wil #cust se r v ara t h'ijerrrrannlVbst fol ks do want speed but not at #cBstise<rat of qu aMlrshaCol1 ierl' II bit e, vvl@j:e'MRfna:@/llrshaColl icmd 'yOu know what t hey say about t he wi I #omg, sreir~t ? a tn ve l \til Cheer s-: F@LIust Ser v(] eet lar a lit tie t hi r st y. -cr asp> u Zappos! (PI ease si p 'Pur fave bev i n#<WB1 sErrati otasc n a l aparrel arraeros{bps. CD)) not (])d.(gm"rcio Sait leer haps a phased a p pro a c h : E'p e e din a c k n 0 wi e d gi n g, set e >p e c tat ion s #cust se r v affilarr\8irket t@ust servgreellhalflks, Fby. (])od thing I saved that lDet Coke for just such an #Op~blStHJllI it 'I atns a A For d Ora l of r espon se t r urrps speed. The key i s be r espon ~

arrpace101

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2011-09-141:39 2011-09-14 2011-09-14 2011-09-14 1:39 1:40 1:40

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t i rre lin e s s , pro ni s e s k e p t , fo I low up. F€ sol uti 0 n r #cust se r v ara t h'ijerrrrnnnlonger fixt irre rrnybe ok if it's a qual ified person we newbi e furrbl i ng ar ound wast i ngtcust sertvi rre. arrpace101 @lchardNlt callgree - l f jo u have cl ear goal s & VAWES, bl open about qual it Y & t i rre leads ft:aI.Js.tnslEBnst andi ng aMlrshaCol ierl night sayALL~t h'ijerrrrnnnl'ilbst fol ks do want speed not at sacr i fi ce <#b1lJlSlt3.lsetr y. ahrl\lllrkBernharRm@.sa A R>rd:Qlal of response t r urrps speed. The ke res po n s i v e wi t h t i rre lin e s s , pro ni s e s k e p t , fo I low take I or#glJrst serv a nr '>6ncar guy agreed f@,i=I.rshaCol1 i e rrt cht sayALL@§"t hv-e r r rra n n : IVbst fol ks do want speed but not at #&ast isecrat of qu afitchardNlt 01 i@pace101 It's been a whil e since I did nyown survey in t he past it seerred cust orrer shad r E#B:l.Isttsecr \e>pE atrerksonO like.R@/I3.rcio Sait leer haps a phased approach: E'peed i acknovvl edgi ng, set e xie ct at i o n s smrstr eeov ut ion? abikespoke RT@pace101:@lchardNlt callgree - l f jo u have cl ear goal VAWES, bei ng open about qual it Y & t i rre leads to und #cust se r v a tn ve l '#J I don't its speed as rruch a@,ilri$llech.~(I)1lelssEH! @.t htle r r rrn n r#cust se r v a ni ken un e s @arrel a rrn e r 0 5'910 w can co' s b a I a n c e s pee d & qua lit yI to co rrpl aint s?'// short answer USTENt o#crustesersv re a rrp ace 10 1 @,i=I. r s h a Co I I @art h 'ije r r rrn n rb u t }Ou can not dis c 0 u n t t h i rrp o r t ance of efficiency2hrs t 0 soW67I!!S1s~lve is ba affilarr\Birket t@at h'i1errrrn~ree. Comrunicat ion is keyt 0 rrnking i #cust se r v a Kt t h'ije r r rrn n n If ani s sue t a k e s Ion ge r t han a ph c a I Ito fi X; how, back w r esol ut ion. IOn' t rra k e t llmns1aser'i>ack in. aOlbj ect i ve_e~ln ny e oe r i ence it's try ng t 0 cr eat e a bal anced ar tot he co rrpl ai nt . l\eeds to be t aC#dusdi SBT\Dwn rrer i a fit c h I\e gr i n RT @ h i I I }81 @l c h I\e gr i n - War est e p pin 9 u P w/ the @'h i I I ')MID Cu s t 0 rre r Se r vic e Of c e r s t 0 i rrp r 0 v e c u s t 0 key ops rret #d:ust ser v a PB rre I a rrn e r 0 s ~r e e s pee d n eve r t r u rrp s qua lit y ( b I 0 gge dab t t hat aut 0 rra t ion, how can cob est ens u ret her i gh t res p #cust se r v ajnohnobet 0 @edrrccl irrnri!in't }Ou just love un-errpowered "rra n aj #cust se r v atnhe~Tsirrpson RT@arshacoll@E>rv:e1 '#J live chat rocks - even a I it fr om rreeborre or (])ogl eTal k #Cust serlv arrpace101 @lchardNlt o l ri ul ybel ieve rrost do, if t hey bel ieve ')C the y wi I I t rea t }O#.cusl1l se rVIBy e ara t h'ijerrrrnnn@pace101@,i=1.rshaColl i'lDru're right. I was thinking of co rrpl ex issues. I\bt si rrpl e on es that shoul d be st r #cust se r v alffi.rron ISleon RT@.t htlerrrrnnnif an issue takes onger t han a ph ( howabt cal ling cust bk w r esol ut ion. IOn't rra k e m #cust se r v

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Cust orrers e xie ct bot h e e cut ion vel ocit yand qual il rei evant and conci se). lerronst rat e bot h errpat hya #cust se r v 2011- 09- 14 1: 42 a Iffi. rro n Ie I.e 0 n @,t htle r r rm n rAW30vE #Cust se rpo i n t 2011-09-14 1:42 aHtchardNlt 01 i@,t h'ijerrrmnnN.urber 1 reason reps don't call cust b a c k. . . I' d say its b / c the y nee dan 0 the r d e p t t 0 fi : #cust se r v 2011- 09-14 1: 42 atrust Ser va e e t Ose e t i n@bj ect i ve 1B;ast ser v 2011-09-14 1:42 appcoj uan @,ilrshaColl@art hy-e r r rra n ra s in a doct ors visit the, en ga ge rre n tis ide a I I Y how eve rio n g ita k e s #f'.iJ CF #cust se r v 2011-09-14 1:43 aaurbercl evel arIVIB@,t h'ijerrrmnnif issue takes longer t han a ph call c us t b a c k w res 0 I uti 0 n. 10n t rra k e #dust1 S e ~ ba c k i 2011-09-14 1:43 a ta n e Sut t on @lchardNlt cBdt h fact ors are key, definit el ya hurmn res po n s e fa s t res po n s e . Co rrp I a i n t s s h 0 u I d be fe e d b #cust se r v 2011-09-14 1:43 alTpace101 Speed v. qual it y- one big reason I do #mdstlsiEkat e rra i c han n e I - too rnuc h dtmts t 2011-09-14 1:43 ahrl\lllrkBernhar@1arrel a rra e r o ssrt o rra t ion: St art byhaving a good "SE shel f" on ~ur websi t e for cust t C#~ smri(V qui ckl y. 2011- 09-14 1: 43 afni sl e @.sa A FOr d i agr ee wi t I#<¥lSlt .ser v 2011-09-14 1:43 a mav e m t z @arrel armeroS€S. Capt ure the knovvl edge gained wher "t ough" issues so that n e x t i rre answer is at reps #cust se r v 2011-09-14 1:43 a m e Mm n a @,ilrshaColl i"E¥Du can't rape t he will ing." Said from I #cust se r v 2011-09-14 1:43 abikespoke Use t ~ust s e rscr i pt as a guide not verbat im An ex: leat h of Comron Sense appr oach by rmny or g on al I pi, 2011-09-14 1:43 afnedrrccl irmns@ohnobetlOO1't worry, nywife "errpowered" the rmnager Th 0 u gh t " wh a t wo u I d Fi" e d do" & ask e d fo r the i r So c i ( ; )#cust se r v 2011-09-141:43 aMlrcio Sait 0 Bet t er to call wit hout a resol ut ion (speed, tim: cust orrer wonder in #dustdserm 2011-09-141:44 ara t htlerrrmnn@lchardNlt cBLit cust 's shoul dn't be burdened wco' f'.iJt t hei r #sBseser v 2011-09-14 1:44 aIDvidl\,t068 #cust serEYridge speed gap in favor of qual it ywit h COl Te I I the m wh ere ~ u are! 2011-09-14 1:44 atns a A FOrd RT@ikespokeIJse#cust se rscr l pt as guide not verbat il of leat h of Comron Sense appr oach by rmny or g on al I #cust se r v 2011-09-14 1:44 a mav e m t z @arrel arra er o ssi knovvl edge cent ered support, every cont act is an opport unit yt 0 irrpro#eusthssen~>4: con 2011-09-14 1:44 aHtchardNlt 01 i@,t hv-e r r rra n rl' m full agreerrent, however t he "out so #cust se rooer at ions to processing unit s is oft en t h 2011-09-14 1:44 aMlrshaCol1 i e rbb t if t heir package is lost in the rra l l . TheyBlAI'vE @l c h a r d Nl t 0.1.i.: see rre d c u s t 0 rre r s had rea lis tic e >p e #cust se r v 2011-09-14 1:44 a nr \8.ncar guy RT @avenit @arrel arra e r o ssi knovvl edge cent ered supp everysupport cont act is an opport unit yt 0 i rrpr o vs #cust se r v 1:42 ai'ml aAfshar

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Tr y t 0 fi x cust orrer befor e ~u fi x t he pr obi em Ff equer life c y c e pro gr e s s rep 0 r t s & I eve r a gi n got her e >p e r t #cust se r v aMHcio Sait 0 RT@at hvie r r rrarfnu t cust 's shoul dn't be burdened v si I oes. I\bt t hE#iOlJsitsseell aMlrshaCol1 ierRT@.sa A FOrd:RT@ikespokeLte#cust se rscr f pt as guide not ver bat i m An ex of leat h of Comron Sen se appr oac or 9 on al I pi tltlist l1m.r v ara t hy-lerrrrnnnWchardNlt cPersonal st ory. Had cust svc issue that escal at ed. But 1st level took o wi e r s hl p to keep #cust se r v ahrl\lllrkBernharRm@avenit @arrel arra e r o ssi knowl edge cent ered supp everysupport cont act is an opport unit yt 0 i rrpr o vs #cust se r v amkespoke RT@avenit @arrel arra e r o ssi knowl edge cent ered supp everysupport cont act is an opport unit yt 0 i rrpr o vs #cust se r v atrust Serv(]eetf-et l@belVanna@avenit tICS r o ckacust serv aaurbercl evel a@ikespokagree 100% AI so, t erribl e when ~u get di and have tor epeat en#oUls:t se o se s s affilarr\Birket t @arron del e@.:t h'ijerrrrnnri appreciat e being offered t opt ion of cal I back. So rre rra y pr efe r t C#duslt cS,en1\Dt t o ffe r . a nr '>6ncar guy ~s! Rl@/I3.rcio Sait iOet t er to call wit hout a resol u t i rre lin e s s) t han let the c u s t 0 rre r #MDSlI:dse r ;, nth e a sa n che z b Consider that sorre cust orrers rrnyprefer e rra i l comn r e cor d 0 f the i r i rWtc ta s e ri un. us afnisl e RT@lchardNlt @t:h'ijerrrrnnri'mfull agreerrent, howev t he "out s o ur csnast cse rooe r a t ions to processing unit t he issue. alfr'el lin Hi al I. Sor r y t 0 be I at e. WlQy's~ $elTat chat? aaurber cl evel arTdp pet peeve for rre, when I cal I for sorret hi ng qui cl rrore concerned about get t ing nyinfj<;:usthserll¥prob aHt char d Nlt 01 i#cust s e roa l I backs ar e gr eat when t hey happen at tt pronised. a tn h e s a I t wo r k@l c h a r d Nl t o h i ny e >p c u s t 0 rre r s h a v e co rre t 0 h a v eve u n rea lis tic e >p e c tat ion s eve n wh e n #p o ti <S EBSV are cI am k es po k e @.rrber cl eve I chkD(Ijv ar e ~ u d O#CCll.g§'t r v se a K10 wi edge B ish @Di k e s po k@/ll r s h a Co I I iIewa.s t hi n kin 9 0 f the c us t 0 rre r #cust senderrographics - But wit h "F€-shoring," agent change too? apncoj uan Wat woul d ~u want if ~u were t he cu~ccsElSe·ndo tI ara t hy-lerrrrnnnWchardNlt ~riee. Issue becorres cust vs process. In c u s t - c e n t ric 0 r g, pro c e sse s s h 0 u I d be b u i Itt 0 s pp #cust se r v afnisl e RT<&rell i n H all. Sorryt 0 be I at e. #eIJ'6E~n~ chat '; afnedrrccl irrnns@ikespoknThis pi ace doesn't have "rrnnagerrent" p e 0 pie the y c a I rrj:cwge 5 e r v ara t hy-ler r rra n n <&rei I i nHi! (])od chat #ouSirser v atrust Serv(]eetC8od eveni@Mell in(going 2Dooo@!cJnchelj b

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@. rrb e r c I eve I ilclfls t s e r v a hrI\Ill r k B ern h a r I'd ft y fo r rra t ton i gh t #cgst s)l!lninssue q' san s we red. RT @Yel I i nt-i al I . Sor r y t 0 be I at e. #el:t6t:> ~n~ chat? a Ml r s h a Co lie rCo r r e c t ion 0 n ny lin k tot h e I\e i I sen So cia I ~ d i a I ht t p:llt .colj:~u§lHserv alDvel \til IOn't put up a cust orrer service avenue if it isn't i t I i s#tcesft! se r v a til s a A Fe r d RT @ 0 co j u a nWa t wo u I d ~ u wa. n t i f ~ u we ret he c us t c t hcitcust ser v a Ml r c i 0 Sa. ito @\€ I I i hle I I o. War e try n 9 new fo r rra t . Haa,us tase t ss u I ? Te I Ius and we wi I I try t 0 he I p. arnrrber cl evel a@ char d Nlt dlliove i t@)d:ultJaltwest ptjlOes t #loost ser v a fni s I e gr eat ! v e r y use fu I @b'l3t .I . i. n IfiT a I I . So r r y t 0 bel ate. the ch t Se r v aIDvidl\t068 How to avoid@RChardNlt ~t hv-e r r rran n' m full agr eerrent , however t he "out#.mJlSlI:cSe1~e>.f .. (cont ht t p:llt .co/~llit a rnrrb e r c I eve I a @i k e s po k d! m go 0 d, how are #JW.S!bs e r v afa n ci e r z RT@"edrrccl irrnr@ichardNlt ci:) i~u ever use rrent orship techniques to hel p bridge gaps bet ween senior/j uni e xie r i en ced In ew rreniit«wsf? ser v a bY '>6 n car gu y RT @. s a A Fe r d :RT @ 0 co j u a nWa t wo u I d ~ u wa. n t i f ~ u w t he cust orrer - #oI:[]st sat v affilarr\Birket t@he sal t VIt'C@l<sl:iardNlt ciiltiher t hat or veryl ow e oe r based on e oe r i ence. a cour se those hesi t at e t 0 c: #cust se r v arrike nunes ,AQree, rrost efficient for cl ient @lctlTal"rgbr:nt\wIRir: #cust s e roa l I backs ar e gr eat when t hey happen at tt prorrised. aHtchardNlt 01 i<@.vidl\t068 In sorre cases it coul d be resol ved bypul res po n sib iii t Y fo r s i rrp I e a c c tad ,000000t s:m tv s b a c k 1 r alffi.rron ISleon @.rrbercl evel alll1dt~st serlwuse WI corre! alDisMlrket ingRT@.rrbercl evel aT1lD1P> pet peeve for rre when I call for qui c k, the y are rro r e con c ern e dab t ge t tin 9 ny info, #cust se r v alfr'ell in I\bt icing rrore peopl e corrpl aining about too rrnnysur rre a sur e c u s t sat wi 0 be ggi n 9 fo r fe e C#Ewslt ~ \C a I Is? arnrrbercl evel a@ledrrccl l rra ns l t ook ~ur advice, boo@¢dlsfka(ltlht wi B ur can' t ge t sea t ass i gn rre n t I#c u s tl sat v air p 0 r t :I a ta n e Sut t on @lchardNlt ~t hv-e r r rra n n think out sourcing separat co rrp any fr 0 m #t us t s e.r vThe y rei e sse >p e r i e n c e dan d gi' worse service. ai'ml aAfshar le v era ge CRVI t 0 rra n age con t act life c}C I e (d i s co v e r 1, r erred i at ion & pac k a gi n g) - aut 0 rra ted wo r k flow & SlA #cust se r v cl assi c cust serv problemnot errpower i n 9 t he rep a co co j uan #cust se r v RT @ar shacol I Cer r ect ion on nyl ink t 0 t he l\ei I sen aEJBnche~ b r epoht t p: I It. col 1A0u"W<ser v atrust Ser v G e e t Ose e t i n@ilnci er :@>ocoj u a#lc u s t s e r v

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~vid1\,t068 a lot of indust rywide probl errs (out sour co rre s fr 0 m c u s t 0 rre r s e r vic e I e ad e r s b e#CC1Lg; t rstermlH at a rrp ace t Oj los t t r a c k, are we 0 n#qussts 5e 0 \lI 4 ? aMlr shaCol i e r(]) 0 d Q R@Ye I lin f:-..b tic i n 9 p eo pie co rrp I a i n i n gab 0 u t n sur v e 'f3 . Ca n ~ urrea sur e c u s t sat wi 0 be ggi n 9 fo r fe e I cal I #eust Ser v alfr'ell in @Mucio Sa l t het erest ing. f-bpe l#castcisecrIV. aaurber cl evel a@Bmon ISleon Hi Rlmon:) Wsh I was in #Chi cago right r s tar vi n 9 must se r v a bY \8.n car gu y (]) t t 0 d u c k 0 u t , ny son's bas e b a I I ga rre iss tar tin Awe s 0 rre c hat ( a s 1#& 8 t ); e r v u a fit c h a r d Nl t 0 I ila s t top icc 0 rn n 9 u P (1 0 rn n left !) ffi AAIY TO SHIFf (]Af O\E lAST TII'vI! #CLSTSIRV aMlrshaCol ier@r\8.ncarguyrhanks for st o pjrcugt bse r v aMlrshaCol ierRT@lchardNlt ola st topic coning up (10 nin I eft !) <If TO SHiFf (]AR3 O\E lAST TII'vI! #CLSTSERV adlavenit z ~vid1\,t068 when cust orrer service e e cs can't hoi d t CFC:l t he out corre is out sour ci ng, C#&tJstcsetu ng, et c. afni sl e RT @Oi slVar ket i ~@.rrber cl evel aT1lD1Il> pet peeve for rre wh e n I c a I I fo r s 0 rre t h i n 9 qui c k, the y are mo r e con c e ny info, the n ~lUsb se r v ai'ml aAfshar You can invit e cust orrer feedback byerrbedding ~ur s request s i nt 0 t he case cl osur e el el#cus:tnserl'lot i fi c: aMlr shaCol I i er@(lovvl edgeBi shdje-shor i ng? Ef:Iucat I#cusf?serv atm egO t bach #cust ser~ps head in and looks ar ound -wa v e s-: ahrl\lllr kBer nhar@tl.rshaCol I iatrn rreasur e sat usfact i on qual it at i vel y cust at concl usi on N>dusdrSell.tVt . aHb'fJ: kinson linkedln (]OUp#fOIUSt se rfs l klst; t p:llow.1 ,/6t []l_ atns a A For d RT @aveni t @lvi d 1\,t068 when cust orrer ser vi ce e e cs ca hoi d the i r 0 wn wi t h CFC:l the 0 u t c 0 rre i sou t sou r c i n #cust se r v aIDvidl\,t068 ,AQree, but svc adj ust @RucltlandNRracloiJl d be resol ved by P u I lin 9 res po n sib iii t Y fo r "s i rrp Ie" a c c tad jus t rrr #cust se r v a EJB n c h e 2j b @ \€ I I i Wr 0 v ide a wo r t h wh i lei n c e n t i v e fo r the c us t ( t h I#cust se r9AJr v e y. arro ace tn i MvMsausage Rl@.rrbercl evel ~rron ISleon Hi Rlmon:) Ws h I was i n #Ch i cago right now ... Im#.dust serr~ lO... afitchardNlt 01 ilast ?t onight@lohin: "Can ~u rreasure cust sat w/c beggi ng for feedback on#eaJJlst ~'rv arnrrber cl evel a@ust ser vgr e dti eliby.) So happy t 0 be her e even if it' ~ amount of 1#cust serv ainrn.csweb RT@b\At kinsonl.i:nkedln (]ouP#cfnJlSt serfvl ks: http://ow.1 ,/6t a. aMlrshaCol ier(])od idea! @lB.1 aAfsharlnvit e cust orrer feedback by e rrt» sur vey request s i nt 0 t he case cl osur e el ect r oni c r #cust se r v afnisl e RT@3.neSut t o@lchardNlt dltihink out sourcing separat co rrp any fr 0 m #t us t s e.r vThe y rei e sse >p e r i e n c e dan d gi' worse service.

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~egOt bacl1-ley(]e~eust serv nhariWlves back@RegOt bacl#.eust serRDps head in and 101 a r 0 u n d -ve. v e s a Ml r s h a Co I lie r@rMI. r k B ern h a r GiEl: s .#.eu s t s e r v aMlrcio Sait 0 [ s ur ve js] Asking rrore obj ect ive. list ening in 5Mbet not a I wa}S s tat i s title U5 ty SlI!>II"" e c t afitchardNlt 01 i@3.neSut t om general i ze out sourcing as "I ess e>perie " wo r s e s e r vic e" i s j#CII3S t se r " y. appcoj uan @avenit@lvidI\.t068 ah ~s the int ernal circul ar firi and the cust orrer is n o tscast 5eJevt abl e am>4: r errej ohn RT @ ovel y lC):n' t put up a cust orrer ser vi ce aven ue if cover ed just t 0 ha#eust sb r et ed I a Ml r s h a Co lie r@j'el I i n6t e r ~ n e has bee n po s tin 9 par tic u I a r iss u e s bee n dis c u s sin g#t l.fs:t rrs e r v a fni s I e RT @l c h a r d Nl t ola 6 t ? ton i gh@j'EfrId ri1 n: " Ca n ~ u rre a sur e c u s t sat wi 0 be ggi n 9 fo r fe e d t#~1s t cBe rOB I Is?' am kespoke @(Jowl edgeBi Sh~H shaCol I i~er I o<#l:k.Jst s e rar e fa c i n 9 the e con 0 rn c s que e :ie , ani ncr e a s e 0 far t i fi cia I i rrpact sagen ts. alfr'ell in @anche?j tBut cust orrers don't want ~u even asking a sur vey. It has becorre anot her t ur noff, & so need t #eust se r v arro ace tn i WchardNlt ~ell inll\O-Odont I ike C-sat surveyon sa - bi ased & r esol ut i on not al wa~eBst s~~OIOd/bad) aHb'fJ: kinson @rrncswebThanksl (Have ~u been IliIcltst1~r:v) ainrn.csweb @lchardNlt 0006, but in a wayt hat engages rat her lepends part on training/I ist ening. #Sltsti~lI:vquest aIDvidl\,t068 True enuffl@ITavenit@lvidI\,t068 when cust orrer service e )€ c s can' tho I d the i r 0 wn wi t h CFt::l the 0 u t c 0 rre i s co s t c#ld:ust se r v ainrn.csweb @b\At kinsor.iJst got here ... d@l1nr'sha<m1tl iteo call rre out t wo we e k sin a #<Xl.IISltfir v a fit c h a r d Nl t 0 I i@3.n e Sut t 0Ttl e ENTI e )€ cut i vet RE e a mat ny co rrp any ( a n out sour cer) ar e cust orrer cent ric pr os. That's ar #eust se r v amkespoke @edrrccl i rra n s he wal kingcallsRcServ anike nunes @4lrshaColl@¥e11 inFfont line errpl o je e s are const ant #eust s e rts e o b ack , the Ore st ion is feedback goi ng bac I adder? a mal vi n a rra d l o Sounds I ike ~ur pl@.§tr&ak)n(Mf@/llrcio Sait~phased a p pro a c h : Sp e e din a c k n 0 wi e d gi n g, set e >pe c tat ion s #eust se r v aMlr shaCol I i erlf ~u have a cust orrer ser vi ce aven ue, I et cust orrer i t fr 0 n t & c e n t e r (~ rra 'iJ eon the sid e , but big) 0 #eust se r v appcoj uan @li sl ~ char d Nlt ~el I i nask t he cl assi c quest i on we r e fe r a fr i end 0 r col I e gu e t 0 u s 1 t tre uS)t -s-Eft III 0 n ; t ainrn.csweb RT @l c h a r d Nl t c@3ine Sut t 0Ttl e ENTI e )€ cut i vet RE e a mat corrpany(an out sourcer) are cust orrer cent ric pros. d errogr aph#eust ser v

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ara t h'>tlerrrrnnn@,ilrshaColl @bl aAfsharArra2Dn errbeds & it's effect ive. Sorret irres I do a survey, sorret irres not. But not bo #cust se r v aIDvidl\t068 RT@lchardNlt ola st ?t onigh@YEfrldriln: "Can ~u rre a sur e c u s t sat wi 0 be ggi n 9 fo r fe e d t#~1s t cBe rOB I Is?' a sa n che z b @Wll iffhat' s a big general izat ion. Sorre cust orrers ( opt i on of co rrpl et i ng#austtr5'eEJ"~ alfr'ell in @,ilrshaColl iCBeat forrrnt. Sorrynot here sooner. Bu ask e d carre u pat asp e a kin 9 eve n t t his wk end fo r g~ #cust se r v ainrn.csweb RT @/llr shaCol I i IJr~u have a cust orrer ser vi ce aven ue, c u s t 0 rre r k now wh ere Pu tit fr 0 n t & c e n t e r (0). rra ~ but bi g) on web ~~sser v arnrrbercl evel a n dl o n "t even think it rra k e s sense to surveyaft er have an issue if I'mcall ing ... j ust goitre~s:tCBemV<e it a Ml r s h a Co I lie r@rrncswe b We w, ~ u rat ten dan c e has bee n not e dan d t he l#ot~st ser v afnedrrccl i rrnns@i kespokWat is wor se? Fbbot s or €.cUl~bsersV? aMlrshaCol1 ier@.rrbercl evel c8ud: if ~ur probl em #cusbls'eErdt? atrust orlin kSean@j'el I i ~r eed about fat i gue but t he bet t er ~ur se ~ur feedback co rrpl et ittxrusrtClSe6!.v a Kt t h'>tler r rrn n n @pace 101 @l c h a r d Nl t ~e I I i nFor sa rre rea son, I hat e \ reps rush t 0 close issues t 0 prttqnJstpser1l\ei r st at s. ainrn.csweb @,ilr shaCol I i@1r, good i e good i e gumttClJsp$!e!r v aMlr shaCol i erAr en' t t heyone and t h@s:mrECIRrrrnr@i kespoke Wa tis wo r s e? Fb bot s 0 r (J(a:lJiS CBte ~ b s arro ace tn i @ocoj ua@li sl E@l char d Nlt @fel I i f¥)u have t 0 subt r ac t he 1- 6 t 0 get I\PS though, c#clllsttsie"rOlW out a ta n e Sut t on @lchardNlt dljiust feel t hat #d:ugte~nhadrret he pr od uct . It's i rrp o r t ant t 0 have a cust ser v dept

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t work@yell i@anchelj bThere's onl yso much ~u can gl ean fr cont e x . If that's the ''ttIx:ustt 'serhtbet tnet much to as 2011-09-14 1:53 ai'ml aAfshar Profil e hist orical cust orrer cont act and use predic fo r e cas t c u s t 0 rre r t e rrp era t u r e. If wa. r m' hot sur v e y p #cust se r v 2011-09-14 1:54 aHtchardNlt 01 i@,ilrshaColl i'lDru are thinking of#6BSbCBteliv 2011-09-14 1:54 alfr'ell in @anchelj tBorre cust orrers I ike IVA:; and foreign out SOl But sur ve'f3 ar e beconi ng a joke arrong rrost in gener #cust se r v 2011-09-14 1:54 a rrp ace t Oj +1 Rr~t h'>tlerrrrnnr@pace101@lchardNlt ~ell in I hat e when reps rush t 0 close issues 2 ttnusfb Sl"r V hei 2011- 09-14 1: 54 a tn kespoke @,ilr shaCol I @!red rrccl i rrarrso u can pr ogr am t he bot h of #cust se r v 2011-09-141:54 aHtchardNlt 01 i@3,neSut t olnsee where ~u are going, but ~u are gene much. locat ion doesn't rra t t er, comrunicat ion and #cust se r v 2011- 09-14 1: 54 ara r en locker I woul d t hi nk one of t he best rreasur errent s of cust is cust orrer ret ent i on or rttqnJescb.tsemlllSiness 2011-09-14 1:54 aMlrshaCol1 ier@ he sal t worhles"bl arre garre" is a sl ifltm..rs}t$leeJ"f)'e! 2011-09-14 1:53 atnhe sal

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2011-09-14

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2011 - 09- 14 1: 57 2011-09-14 1:57 2011-09-141:57

#eust se r v Yu p lis t e r@3.iReSut t c@l c h a r d N3. t @h€ I I i ~ a sur e by ainrn.csweb det ect ing in call er's voice if issue was resol ved, #eust se r v RT @rMI. r k B ern h a r eRr @/13. r s h a Co I I i A rs:ni I e can be h ear d ainrn.csweb o v e r the ph 0 n e fr 0 mac r 0 sst he wo rid. It's wh a t bel i nt er ac@il())eSut t o#Cust ser v ai'ml aAfshar Ie sign ~ u r c u s t 0 rre r sur v e 'f3 0 rre a sur e I 0 ~ I t Y & cor we I I. I h a v e see n sat i s fi e d c u s t 0 rre r s pur c has e fr 0 m #eust se r v aMlrshaCol1 ier@.sa A FOrdWybot her s ur v e y n q if t heydo not follow the be a nco u rWte 1s §e r v as atrust Ser v(] eet@rracsweb Bust Glaust ser v a fit c h a r d N3. t 0 I i @3. n e Sut t 0 Incan gi v e ~ u 50 i r#la:o s t ESe rdte p t s t 0 c a I I t wi I I fr us t rat e ~ u fo rever y 50 0 u t sou r c edt hat do. a ta n e Sut t on @Yell i@anchelj bThe s ur v e js are t irre consuning and c rnan y que s t ion s . I wo u I d rat her ape r son a I fo I I 0 wu p #eust se r v aMlr shaCol i erFO..R MI\UTE WA\JII\G #eust ser v adlaveni tz @rnacsweb when reps rush t 0 close issue t 0 pad st at the rep. Th at' s a rrprrt pro b I em' wh a t ge t s rre a sur e #eust se r v ara t h'ijerrrnannRT@pace101: Surve'f3 require follow up - 99%of corrpan not. wh y fi I lou t i f n 0 0 n e a p pea r s t 0 lis ten (p e r #eust se r v atrerksonO RT@al vi n a rra o t So un o s I ike ~ur p@re')bo.8o.navlr @4l r c i 0 Sa i t Po ph a sed a p pro a c h: Sp e e din a c k n 0 wi e d gi n e >p e ct at ion s fo r r e1tm..Islit siarrv? alDvi d !\,t068 +t r er@kr en lockerl woul d t hi n k on e of t he best rreasu c us t 0 rre r sat i s fa c t ion i s c us t 0 rre r ret e n t ion 0r re #eust se r v arrpace101 True dat @Rf)At kinso@renlockerSorre woul d sayt he on rea I rre a sur e 0 f c us t sat itic us:! t sa!m tv ion. :) atre r kson 0 ~I 'fl n Arnad i 0lQ_ Tr uQJ:eust ser v afmrnsofArrer i ca RT @/llr shaCol I i I!OJR MI\UTE WRI\II\G #eust ser v am>4: rerrej ohn checking #oust se rter t he first irre, not iced it in ton i ght a m e Mm n a @4lrshaColl ia:greed! Wen I see phone nurrbers buried, the y are ash a rre dan d don' t wa tIIdu s}b IS etr u c a I I . aMlrshaCol ierTonight#CSJst se rona t will be ar@ij:KfelDldon http:// t . co / }6 h 4 WJ aKtrenlocker pi us if I hat e responding to aft er call or even bro wo u I dis e n t the m t 0 rry#:l::uLfstt (5_ IVS aMlr ci 0 Sai t 0 Just ~st er day, I fi I I ed a sur vey, but on I yaft er I go· rressage R@pace101: Sur ve'f3 r equi r e fol WCll6uiS.e.r.v a inrn. c s we b @ a v e ni t ~r e e d. But it' s bot h sid e s: ~m & e)€ cut it ", st aft needs to voice l s s ue ssuus t reeraqe rre n t . atrust Serv(]eetf-et l@3.neSut t c#lcust serv atrust omnkSean@pace101 PI us it's i rrp o r t ant in follow-up t hat cus ~ u' r e fi >4 n 9 pro b I ems sot hat 0 the r gelllS t1 'ste r M c e i t

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RT@b)At kinso@renlockerSorre woul d sayt he onl yrea rreasur e of cust sat i s #ellls~rsterQm. :) ai'ml aAfshar Th e rro s t i rrp 0 r tan t rea son fo r sol i cit i n 9 fe e d b a c k i and pract ice cont inuous irrproverrent .#IClUstoseu)ll is aHt char d Nlt 01 i(])t t a love when the "cont act us" page doesn't eve nurrber @/I3.rshaCol I @!>reMlnna #cust setluust serv a rnrrb e r c I eve I a@lu shaCol I ieevren t hen I feel like co is wast i ng rror e t i rre. . . not a fa n 0 f sur v e 'f3, a I tho u gh I wi I I t a k e 2 #cust se r v a sa n che z b RT @o co i u a tWo i s lis ten i n 9 t 0 c u s t 0 rre r s e r v fe e d b ~u escal at e t hat feedback up t l#eu5:teslel1::¥:Jl()~ai n alDvi d 1\,t068 Sol d rn@lchardNlt ~-vidI\,t068 Q.Jr pr o d ucscuss ser.v W s h 0 u I d n eve r fi n d a c lie n t rro r e h e a v i I yin v est e d we are. ainrn.csweb Yu p! ! !! @i"us t Se r v (] e e @:mE. c s we b Bus t Gld u s t s e r v afni sl e RT @3,n e Su t t o@¥e I I i @ a n c he lj bThe sur v e 'f3 are t i rre consuni ng and ask t 00 rrnny quest ions. I woul drat hE fo I I 0 VIIU P I at #E:lJsd> rae r v abTandirahill 1.0 vet his rep 0 r t ! Vi e was s @4Dr~ I Rf €«>r. r e c t ion on ny lin k t 0 l\ei I sen Soci al hMq:l:a Irte.fID)r/!FPAbr G' #cust se r v a ta n e Sut t on @lu s tom n k Se aW c h a r d Nl t 0 lid e fi nit ely inc 0 r po rat e s cust orrer care-cent ric vibe & cui t ure int 0 corrpany #cust se.r v aMlrshaCol1 ier6change of ideas irrport@.nmics~bbot h sides: ~n1 & e)€ cut ion. If not " i n t 0 it" s t a ff nee d s t 0 v 0 ice iss #cust se r v ara t h'ijer r rra n n @aveni t @rrncsweb (])es back t 0 how reps ar e eval uat co rrp' d#.cust se r v a Ml r c i 0 Sa ito @ i c h a r dna @AI ~ h a Co I I @Jurst s e r v gr e elliun k ~ u fo r h 0 s tin g. Fe r rra tin t ere s tin g, h attail stt cself ate p t r a c k . a I1J) ace 101 W res po n d t 0 a I I sur v e 'f3 wi I I low & high s cor e, d 0 r ~ t fo r n e u t r a I but vltDuls t ~ 0111 i t alfr'el lin Thi s wkend spoke t 0 cr oVId of 100+ peopl e in Tul sa, hat i n 9 t 0 be ask edt 0 t a k e sur v e y a #CaSlty ~i '11 tin aMlrshaCol ier@randiraliidrl repurpose and use i#lcqstlrsEmll1J1) ahrl\lllr kBer nhar@>bd rreasur e. @II)'fJ: ki nso@r en lockerSorre woul d say the onl yreal rreasure of cust sc#Custseertvent ion. :) ainrn.csweb WchardNlt c#1t:1 it goes rruch deeper than that Rche n u rrbe r sat t@J'lal.rt s.ha Co I I @>re Ml n n a #cust se r v a fi'.u s t Se r v (] e e t <R e e tin @§ust 0 mln k Se a#c u s t s e r v ainrn.csweb RT ~t h'ijer r rrnn r@aveni t @rrncsweb (])es back t 0 how rep s are e val u ate d ftc IItstrTlS 'ect .v aHtchardNlt 01 i@3,neSut t 010 ~u think Sprint will#dlJs,tese[jvutserb/c it's at headquart ers? 'Nat if corporat e cui t ure i: a Ml r c i 0 Sa ito (]) 0 d nigh t . (] eat dis tlo B s t cses lv a fi'.u s tom n k Se a n@oco i u a rAt 0 u r c u s toni n k, the wh 0 I e co rrp any ge t s a e rra i Ion eve r y u n sat i s fa c t 0 #CVlise cS e 11 <vk. a fni s I e I d 0 a gr e eon don' t d 0 sur v e 1, fo I low- u pin s tea d . . . personal t#Custlserv

arrike

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s

2011-09-14 1:59 a~UID

@.rrber cl evel ansit r ecei ved r e c e i ve 0 r try pro d u c t ~ t

a sur vey - how did we do : -) #pps te 5 ell tv as Yl c

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