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2011-11-16 t 02011-11-16 547 Tvvit t er sear ch r esul Ti rre 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16

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Tweet atrust Ser v(] eet@'Whr i st en sefi>od even in 9 an d we#mmteser v a ifwt r Ch at 411 Cu s t 0 rre r s e r v i c.c aB 5e ri \S jus t s tar tin 9 ITO d era ted @AI. r s h a Co I I tierffr e WI{n grrn n affilradBennet t#Cust SerhtlR Best Pract ices #5: Target IVarket F€cruit Posit ions & Wrk E'chedul es #cX@dt§@'J. t'iai:ftDe aifWhr i st ensen@j ay i e bs o l - gl ad I al wa'f3 fal I Or#CllSlEseirght si de! a tru s t Se r v (] e e t re IIIIdy @? ffr e \lJI{ n grrn n #c u 5 t 5 e r v a tru s t Se r v (] e e t Rfr@"wt r Ch a t 41 ~u s t 0 rre r s e r vi <#E:u(Sit ri \S jus t s tar t ase ITO d era t e <@.all s h a Co I I tierffr e \lJI{ n grrn n arnffreWl{ngrrnn It's t irre. Ant e up. Mnirnum bid is or#£usEsepbone tr aifWhr i st en senThan k~ust Ser v(] ee#m.rst ser v a rn ffr e WI{n grrn n @lust Se r v (] e e t8en#!cust se r v a rn ffr e WI{n grrn n Th ere' I I ben 0 rra r kin 9 car d s , n 0 Ion 9 s lee v e s, and tab let 0 n#<gIIIs t. 5 e r v a mo bin rrc c u he I 1#0u 5 t 5 e rgr e e tin gs ..e ffr e 1, (] e g, Cu s t Se r v (] e e t e r , e v e r jo n e here aMlr ci 0 Sai t 0 (])od even i#l<g..lst se.r v-lappy t 0 be back aft er a few week~ a aev e n t hrrnn (] eet i ngs t 0 ev~~t1~t ser;~ -fr om Shal een of ht t p:llt .co/lDhf-Q)ry ahrl\lllr k B ern harWe k' s bee n go od, than k s. B usy.@¥'ffrue~rfij"rrnn : IrrIVllrkBernhardt Hey IVar k, how's t h(j:c'IE~I6Etrelen? amobinrrccu roll ing up s#<aEStteserv ati egO t bach Hel I 0 Fbbi n - how ar e@al..tf! rlRJTccutlel #<wst ser v gr e e tin gs ..e ffr e 1, (] e g, Cu s t Se r v (] e e t e r, and eve r ~ n a ifWh r i s ten sen Hi @AI. r c i 0 Sa i t #c u 5 t 5 e r v a ¢M rrn Pur pur a RT @B r ad Ben n e Thte : FU u reo t f the Cu s t 0 rre r 6p e r i e n c e ht t p:llt .co/~serv arnffre)lll{ngrrnn Wat is allowed: drinks (#Zappos), chips, ot her it e an d ar Ill- han gt!«l.mt ser v aMlr shaCol I i erTi rre t 0 b~ust se rona t - sor r y for al I t he tweet s, 01 e Si 2e H t AI I fo r Cu s t 0 rre r Se r vic e? Ho w 10 In d us t r i a d1. son Pr 0 ITO t e sHe I I 0 eve r ~<ru:s. t 5 e r v a tru s t Se r v (] e e t re t I @ e gO t b a c@l son Pr 0 ITO t e @jv cds k ad rr@j a y i e b s @li sl e@TWhr i st en se@ obi n rrcc@.ct ion i ay @rMukBernhar*ldust serv amobinrrccu Hi (]eg I'm good t hanl4mu~tu§erv atiegOt bach (])od to see ~u nyfriE@cDslorlRProlTDt e s be l l 0 e v e r jo n e . #cust se r v arnffreWl{ngrrnn Cil.rre is pokE#cust se rsr ye. WI ds are GS, one-e~d ..6,

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d ueces. Your d e@/ffi"rstiaCol I #emst ser v 2011-11-16 2:03 a Mt al k 71 6 RT @B r ad Ben n e Thte : FU u reo t f the Cu s t 0 rre r 6p e r i e n c e ht t p:llt .co/~serv 2011-11-16 2:03 a d1. son Pr 0 rm t e @. r s h a Co I I i(} eat t 0 see ~ u Dm 5th s e r v 2011-11-16 2:03 ani ay iebs @Mucio SaitM! too, been hiding; well#custts:oo-Ioo 2011-11-16 2:03 atrust Ser v(] e e t+et I ~r shaCol I i!erF€1 ease t he Woustdser v 2011-11-16 2:03 ahrl\lllr kBer nhartIDtw t hat ~u' r e her e@.d:t~i d1ff i ~ i#lcust serv ton i ght ? 2011-11-16 2:03 aHt char d Nlt 01 i~ egO t baclGod t 0 see ~u t#ct1sgrse.r v 2011-11-16 2:03 a ra s o n Pr ormt e~ egO t b a cns eat t 0 see ~u as #.crust seQ!~ 2011-11-16 2:03 a ffill a k elan d a u RT @/13. r s h a Co I I i#:c1U t S e roo at 5 - s 0 r r y fo r a I I the t we e " 10 e s 01 e Si 2e H t AI I fo r Cu s t 0 rre r Se r vice? f-b w 10 In d Var 'f?' 2011-11-162:04 aMlrshaCol1 ierPerhaps but ..eft is t he p~ffb(l!¥K!n@lilE.n: Cil.rre is poker#eust sersr y e. WI ds ar e GS, one-e~d ..6, 9s and #cust se r v 2011-11-162:04 afnisl e RT@/I3.rshaCol1 iiirrr.e to btlgi.Jst se rona t - sorryfor all t we e t s, top i c: "10 e s 01 e Si 2e H t AI I fo r Cu s t 0 rre r Se In d u s t r i e s Va r 'f?' 2011-11-16 2:04 alfr'el lin Hi ever ~r#eust ser v 2011-11-16 2:04 a tj egO t b a c h Yo u too R c h a r d - a I rro s t sen t a c lie n tin t 0 ~ ur c how the pro s @Hoc ti ell. r .d Nl t (#c u s t s e r v 2011-11-16 2:04 a Kt r e n 1.0 c k e r fi n a I I Y rra d e itt 0 #cDs t cSmrt v, n 2011-11-16 2:04 atrust Ser v(] e e t reu rrad e @rei lin #cust ser v 2011-11-16 2:04 a ruct ion jay @rMu k B ern h a r na h t han k s. St i I I P I a y n 9 vi d s wi t h t check in bet ween #custl se:r)v 2011-11-16 2:04 a IB ftr e WI{ n grra n PI e a s epa r don e )C e s s i vel y fu nan d I i vel y v 0 I u rre 0 f t ' ad d i ct i o#clb&t se r v 2011-11-16 2:04 atjegOt bach @j ay iebSlounds I ike C#q:DIlstHsler-vor t hen it's #cusser 2011-11-16 2:04 aMlr shaCol I i er**wa.vi ng'lcust se@(el I i ~ust Ser v(] ee@lrakelandau @lsonPrormt e@jchardNlt @TMI.rkBernhar@j ay iebs ~ egO t bach 2011-11-16 2:04 affilradBennet t"Cbps" IVbrrent s in Sal es Ltuall ylOn't (]) Viral. Phew! http:// t . c 0 / (]Ietl§ff~ e r v 2011-11-162:05 alBftre)lll{ngrran W're in rro n t h 22 of t his chat. Oter 191,000 tweet s Apr 201&'cust ser v 2011-11-16 2:05 amobinrrccu one s i ze does not fit all it probabl ydoesn't even #cust se r v 20 1 1- 11 - 16 2: 05 a tj e gO t b a c h @/13. r s h a Co I I i f-der1 I o! #ctts t s e r v 2011-11-162:05 aMlrshaCol1 ierRT~ftre)lll{ngrran: W're in rro n t h 22 of t his chat. Oter tweet s ar chi ved sin ce#~st ~lOv 2011-11-162:05 affill akelandau Hi#cust s e rfe l ks. BI ake here, accident al foodie, opi a c c ide n t a I #CRVI c h e e r I e ad e r . 2011 - 11 - 16 2: 05 a tru s t Se r v (] e e t WeD 0 o! ~ h ftr e)lll{ n grra n: W' rei n rro nth 22 0 f t his c h a 191,000 tweet s archived sinctre~rs~"W. 2011-11-162:05 alfr'ell in ~ust Serv(]eet~rshaColl i@j ay iebSleyyall. Happyt ( have rrade it her e agai n. YallcU:stt's:elCillat . 2011 - 11 - 16 2: 05 a me bel b r 0 wn ~u s t Se r v (] e e @:Err s hac 0 I I WMI - I fi n a I I Y fo u n d ~'I I. F #cust svc is not ~ur ttdustt !ser.,:) 2011-11-16 2:05 affill akelandau Hoi a! I@'ust Se r v O e e t !-dirt hCWochardNlt 01 i

@BI akeland<@13.r ci 0 Sai t@>event hrn:th:ust ser v 20 1 1- 11 - 16 2: 05 a Ere v e nth rra n @?ffr e WI{n grra n I.JSlJN. W' rei n rro nth 22 0 f t his c hat . Ot e 191,000 tweet s archived sinctre~rs~"W. 2011-11-162:05 a ra s o n Pr o rro t es:lWeet! I@/llrshaCol1 i~@?ffre\lJl{ngrran: Wre in rront h 22 of t hi s chat. Oter 191,000 tweet s ar chi ved si nce #cust se r v 2011-11-162:06 amebel brovvn RT@/I3.rshaCol1 i~@?ffre'}(.l{ngrran: Wre in rront h 22 of t chat. Oter 191,000 tweet s ar chi ved si nce ,Apr 2010. #cust se r v 2011-11-16 2:06 atrust Serv(]eet@£bel Brovvrltli, F€bel! Nce t o#!i:ast}Serv 2011-11-162:06 aifWhrist ensen@obinrrccLBgreed but is that true fOr#CBSI sen o us t ri 2011-11-162:06 alfr'ell in ,AQreed F@obinrrccuone s i ze does not fit all it pr o b: eve n fi t the n e >4: #:ma;I:I: CSIm IV 2011-11-16 2:06 ahrl\lllrkBernhar@tl.rshaCol1 (S@Ulst Serv(]eetf-et I o! -wav@t'§+-I in @BI akeland<@lsonProrrot e@jchardNlt @jiay iebs ~ egO t bacl#cust ser v 2011-11-16 2:06 a rn ffr e WI{n grra n Ch a t - info - gr ctnll> hti p: I It. col ~ea§gcS.e r v 2011-11-16 2:06 aMlr shaCol I i erToni ght 's chat wi I I be ar chi ved her e: Twi t t er Cust #cust ser<Jilat s ht t p:llt .co/IDlqAifu 2011-11-16 2:06 a d1. son Pr 0 rro t e ~ e bel b r 0 Wfi eat t 0 see ~ U#di!5)te 5 e r v 2011-11-16 2:06 alfr'el lin @rMukBernharl:lel:yt her#eust serv 2011-11-16 2:06 amebel brovvn @lust Serv(]eet6eErning FbY=B.lwa'f3 a pi easure!!! f-bwar ny fr i en d ?#aust ser v 2011-11-16 2:06 a rn ffr e WI{n grra n Pa s t 24 h 0 u r s 0 f t his c hat has h tag s tat s wi I be pi 10pm East er#JQ:ust serv 2011-11-162:06 arnffreWl{ngrran RT@/I3.rshaCol1 ieO"night s chat will be archived here: Cust orrer Ser~;eust ser<Jilat s ht- t p:llt .co/8'blJ6t9~erv 2011-11-16 2:06 a Ml r s h a Co lie rQ.lest ion 1: Bas e don bus i n e s s lin d u s try ~ u 0 per ate #cust sers; t uat i on un i que? 2011-11-16 2:06 a fni s I e Sa rre her e. . .@Wfr e WI{n grra n PI e a s epa r don e )C e s s i vel y f and I i vel y v 0 I u rre 0 f t we e t s due t :jc~taslE!lri ~t ion t0 2011-11-16 2:07 a nj a y i e b s 01 e s i 2e doe s fi t a I I, n 0 que s t ion. Th e pro b I e m i s r good in t he sarre#ews::t. ser v 2011-11-16 2:07 amebel br ovvn @lsonProrrot eslEteni ng .a s o n - how ar e ~u§l?Slerv 2011-11-16 2:07 alfr'el lin @BI akelandalBll aaaake. f-ey Web,t serv 2011-11-16 2:07 a aev e n t hrran @4lrshaCol I iTffiranks for t he he:tic:lUBtu~erv 2011-11-16 2:07 a d1. son Pr 0 rro t e ~ ffr e)lll{ n grra n I\b w t h a We iss t s e r v 2011-11-16 2:07 a mffr e)lll{ngrran I¥ ewer eady to pi #yl.mirmerpoker? leal er @4lr shaCol I i fer s t hC#ad§t ser v 2011-11-16 2:07 affill akelandau #Cust Serivs I ike a snowfl ake. 6terycorrpanyis unique way, and so are it s cust orrer needs. 2011-11-16 2:07 a d1. son Pr 0 rro t e ~ e bel b r 0 Wfi eat ny fr i end. f-b pet h e we e k has bee n a s as ~u ar#£ustserv 2011-11-16 2:07 amebel brovvn A1 6terysit uat ion is unique. Because everybusiness cust orrer is urWI<qLB:t. er v s 2011-11-16 2:07 a d1. son Pr 0 rro t e sLeJt 's dot h @E.ffrRf'}(.l{n grra n: h ewer e ad y top I a y so rre #cust serpoker ? lea@iirr shaCol I i er s t hC#ad§t ser v 2011-11-16 2:07 a ifWh r i s ten sen @Ie r i :iD n Su p pori tt i s d e fi nit ely not o#mJ gt i s::e rfivt s a I I . 2011-11-16 2:08 a d1. son Pr 0 rro t e sRI @BI a k elan d attCu s t Se r ivs I ike a s n 0 wfl a k e . 6t e r y co rrp uni que in its ovvn way, and so ar e it gccsttsenwr neec

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Eml yEmI yEmI Y. @fi'ell in:9B1 akelandalBll aaaake. Hey ba by. #cust se r v arnffre)lll{ngrran @rnrrarkbernharAHtwa.}S busy, sir :) I suffer from H.AED #cust se r v ahrl\lllrkBernharl6ttl in our (SfvB) office co@tl3.ristbllaltCellRlieurest ion 1: Based on bus l n e s a jo u operat e i~uSltoSteirsA~WlCII.t ion unique? a me bel b r 0 vvn @l son Pr 0 ITOt e s lJ(OJ jus t rra deny day, we e k , ITOnth anc cont ent i on for t#mJS}B5e~rv a act ion jay A1 I deal wit h a lot of non-t echnical peopl e doing buil ding websit es, rranaging dorra#oustas-esvet c arnffre)lll{ngrran RT@/I3.rshaCol1 ieurest ion 1: Based on business/indust oper at e in, hOW#cElsj) se rsi t uat ion tJtciLqite§er v arrike nunes RT@/I3.rshaCol1 i®r1:: Based on business/indust r y jo u 0 how i s }QtileC s t s e rsA t u at ion U u n i que? a ra s o n Pr o rro t esFU@/I3.rshaCol1 i®r1:: Based on business/indust r y jo u 0 how i s }Qtilecust se rsA t u at ion tJtciLqite§e r v atrust Serv(]eet@£bel Broyvr5:p1 endid, thank }Qu, F€be#dustlse)O'lI? a me bel b r 0 vvn We n we try t 0 s tan dar d i 2e S e r vic e , we 0 ft en end up comrron denorri n a t aeusmse r v aKtrenlocker A1. rry cus t orrer service depart rrent is just rre , so issues & ever 'J. hi ng el se ctiCCluSiestnl"vcky a Mi r s h a Co I lie rN c e ,on wh at p I at fc@TMl? Rill ern h a r eN I: i n 0 u r (SfvB) o ffi c e con t r #cI:lwtS t es e r v a fit c h a r d N3. t 0 I i A 1 : Th e e)€ cut ion # oui stt Is:e rsA: rat e gy rra y v a r y s I i gh t I Y ( d eta i Is), howe v ere a c h c lie n t ben e fi t s fr 0 m s a rre p ~ atovel \til 6teninglcust serv aifWhrist ensenWen we engage w/ cust @/m"riS1OnSuppord>tle of our big chal I enges is pr ot ect i ng cust orrer#ciusfbsaemat det ai I affill akelandau Q1 I work wit h a lot of srrall /rredium s i zed bus i n e s s e : tend t 0 have a funct i onal #CRVI i n pi ace, whi ch t a k i #cust se r v atiegOt bach like@.ct ion i aMr job is rrake technical things sirrpl cl ient s so we can assist t hemt 0 do their jobs or #cust se r v afnisl e I\b, 0 n e s i 2e doe s not fi t a I I , t hat i s wh Y the rea r des k soft wa r e fo r d i ffe r e n t nee d s . 6t e r y co rrp any i SUI #cust se r v aifWhr i st en sen@€bel B r ovvrb hat's t hE#duslilset IV a ffilr ad Ben net t So cia I rre d i a i s a rre ga p h 0 neb uti t can't rra k e u p fo @ UXH Y n st i t#atJs:t) Ser vi @obot ITOn k)pan t#~ a Mi r s h a Co I lie r@BI a k elan d a$h a rre , wi tho uta pol icy i n p I ace - bus i n E over whel nlic:lust ser v a Ii1. son Pr 0 ITOt e sl{Ot a I I Y a gr e@4l rRrh a Co I li@"l: a k elan d a$h a rre , wi tho uta pol icy i n pi ace - busi ness can bfl#c[]SBlSehrail rred a fni s I e @. r e n 1.0 c k e r d 0 }Qu use a h e I p des k soft wa r e? 0 r a CR'v #cust se r v aifWhrist ensen@BradBenneiotinfact it can a rrpl ifya batttus~seramce! aMir shaCol I i er@€bel B r ovvrWat is un i que in }Qur t1tm.is1esE!)I?v a hrI\Ill r k B ern h a r I6t tl an s we r ph 0 n e, par t n E@/llreSllp?aCerrI i ~rc:e, 0 n wh a t affill akelandau

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P I a t fo r ITS? RT IrrI\Ib r k B ern h a r d t : AI lin 0 u r (SfvB) 0 ffi c #cust se r v a ra s o n Pr o rro t e~ebel brovAlwv, I ove ~u fI~ serv a ra s o n Pr o rro t esFU@/llrshaColl i@€bel BroVIiIWat is unique in ~ur busin #cust se r v ani ay iebs A1: I bel ieve corrpanies and indust ries are rrore sim it is t he cust orrer who i s t.#ciLqUes~ afnisl e Wen we engage wi cust @trerriS1OnSuppord>tle of our big chal I enges is pr ot ect i ng cust orre#ci.Jsfose.n'uti a e t ai I @Whr i st en sen affilarr\8irket tSorry, j urrpingtaunStCBerlvat e -- got caught up working post. a tn a r i q a h rra d A1: Biz i s a I Ion lin e , but pro v ide 0 ffl i n e sup p 0 r t and fo I low- ups. B rid ge vir t u a I #~ i se.t v wo rid s ahrl\lllrkBernharldl1Jave rnut ant (sorret irres zirrni e ) To-IO list s. :DRT ~ ffr e WI{ n grra n: i rrrra r k b ern h a r d t AI wa 'f3 bus 1, sir :) I s H. A E D#cust ser v a Ii1. son Pr 0 rro t e ~ a r r ')8 irk ~ atd ~ u j 0 i ned usB a r r y. How the hec k a r #cust se r v a Ml r c i 0 Sa ito RT @j a'i i e b ~1: I be I i eve co rrp ani e san din d ust r i e s a s i rn I art han d i ffe r e nt, i tis the c u s t 0 rre r wh 0 i s u #cust se r v affill akelandau A pol icyt hat rrakes t he I ives of the e rrpl o je e s bet @4lr shaCol I i~rarre wi out a pol icy i n pi ace - busi ness o v e r wh e I nlic:lus t s e r v a Ml r s h a Co I lie r@ a r i q a h rniiIl e n wh e n a Ion lin e , d e a lin 9 wi t h c u s t ( d erran d s a I ot of#CGllst s.et v a roct ion jay @Wh r i s ten s e h fo I low a lot 0 f sup p 0 r t a c c 0 un t s fo r c r i n ge wh e n I see a rn s t we e t . Huge pot GIG ta Se fuI.r d i : tJ aMlr ci 0 Sai t 0 A1: Co rrp a n i es can e xir ess un i quen ess in sever al way. #cust s e rbs beconing rrore rewarding. atrust Ser v(] eetCJJod even i@gar i q ahn@ar r ')8 i r ktltLtst ser v ahrl\lllrkBernharlOlttng well, thanks. @lB~r1RIProrrot esl.!lrMlrkBernhardt (] eat to see ~u Mlr k. Hope al I #cCes1NE:5lelrvbuddy. a Ii1. son Pr 0 rro t e sLeJt rre jus t tel I ~ u a I Ito n i gt@/13. 9tmI:Coil gdl8r 13. 0 rre ~ week ago and she is be jo n d tmm;;t~rv atnar i q ahrrad @4lr shaCol I iCID"rrpl et el y agr ee. 6ten rror eso t han face #cust se r v a ffila r r \8 irk e t t @ a son pro rro t fi!)s 0 9 gr eat , J3. son! Ho p e ~ u are a s we I I #cust se r v a Ii1. son Pr 0 rro t e SID ~ s . R@/ll r c i 0 Sa i t Jllt: Co rrp ani esc a n e >p res sun i que I in several way. lOi#qJJst semi\!) beconing rrore rewarding #cust se r v a ifa h ira Cr eat e @'>6t t s a )C e I len t s e r vic e fo r t his v e r y b u 7Z. fi I led It than k ~u Tom! #b~t tser v a to vel y.u True R@j a'i i e b ~1: I be I i eve co rrp ani e san din d ust r i I rro res i rn I art han d i ffe r e nt, i tis the c u s t 0 rre r wh ( #cust se r v alfr'ell in @4lrcio Sa l t flm a l l yuniqueness is rewar~ast Siant of. atnariq ahrrad ~ust Serv(]eetrerFbyhow are ~t serv

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f-bw Business Changed. Wat To IDh.fbbptl/lt .co/13lJ<j fPm #cust se r v ani ay iebs A1: In speaking to rranybusinesses, deal ing in a scal wi t h cust orrer s who ar e offl i ne is i nl/icBsEisre~lVy' di ffi cu a ra s o n Pr o rro t e~rnrrarkbernharG:leat IVark. All igj:a.u:StlsErllev. a aev e n t hrran A1: I\1tbusiness is purelt¢ast SeefGH rre works I ike a 2 - wa.y r 0 ad, t han k s t 0 soc i a I net wo r k s +we b con fe r e n a me bel b r 0 wn RT @Ill r c i 0 Sa i t Rllt: Co rrp ani esc a n e >p res sun i que n e s s i s eve r a I *J1 5 t 5 e ri \S be coni n 9 rro r ere wa.r din g. & pro fi t #cust se r v atrust Serv(]eetf-et I 00 t @EheeraCreat@>5'el ')!.u #cust serv a ffil a r r \8 irk e t t 6t e n i n 9 Fb yl Th a n k s fo r the we I c 0 rre , a s a I wa.}S! RT @ u s t s e r v gr e e ~ e d: eve n @ 91r i q a h n@ a r r ')8 irk e t #cust se r v aMlr shaCol I i er~ust Ser v(] eetTl3an k ~u for ~ul#ctJst iSer v a ifWh r i s ten sen @.ct ion j ta ~ u e J3. 1, but are ~ u a wa.reo f the bugs i n a s I rn s t wetld:uls)t se r v a fit c h a r d Nl t 0 I i @j a y i e b lID w can i t be inc rea sin gl y d i ffi cui t t 0 h elf offl i ne t o d a y? .us t a few ~ar sago 100#'£wst esooftt i ne. aMlr ci 0 Sai t 0 @\€I I i f'ISor t of" : 0) EI C#uasBsel'?v a Ml r s h a Co I lie r@ev e nth rra h(Ol pro b a b I Y h a vet 0 d e a I wi the rra i I a s 1 Chat #cust ser v a act ion j ay @Whr i st en sehaven' t used it per son al I 1, but hear d nissin.@..§. or IJ)IIprefi~st serv atrust Ser v(] eet@,4lr shaCol I il\4'rpl easur e, lVa#eIlllSl.t!ser v alfr'el lin @4lr ci 0 Sai t I'Ot sur e we ar e at a pi ace wher e un i que val u e d as rnuc has 0 n e s i 2e fi t s a I I . ftU5 t ~r i n9 cI aMlr shaCol i er@.ct ion j lI¥lt 's a I ot #tllBtrrS&S!v amebel brown RT@IllrshaCol1 i@rariq ahrniillen when all onl ine, deal wit h cust orrers derrands a lot of cont act - And com res 0 I #ClaJst se r v arnffre\lll{ngrran Q2 'Nat are t he part icul ar chall enges ~u face in SE cu s t 0 rre#6\Jst se tluust se r v atOact us Mke RT@asonProrrot es8weet! @brshaColl i sr : @? ffr e \lll{ n grra n: W rei n rro nth 22 0 f t his c hat Of e r 19 tweet s ar chi ved sin ce#~st ~lOv ani ay iebs WchardNlt (#ci.Jst s e rbus i n e s s pressures, I ack of abil a d apt , p ric e pre s sur e s - tho u gh I k now its 0 u n d soc hear it amobi nrrccu W can't sol ve pr obi ems by usi ng the sarre ki nd of t t when we cr eat ed them - AI t:timJ5t lieE" ei n aMlr ci 0 Sai toRT @Wl lin I\tEtur e we ar e at a pi ace wher e un i quen ess a s rnuc has 0 n e s i 2e fi t s a I I. B u#c LgBt se r rvg c los e r . aifoby IVet cal f (])od evening all - s o r r y tsouat eevw I at e aMlrshaCol1 ierA2: leal ing in an onl ine business and as an aut h o r , errai I#,cust ser v a fit c h a r d Nl t 0 I i @j a y i e b IE its a fe t 0 ass u rre the sec 0 rrp ani est hat ph 0 n e s, etc, n eve r co u I d han d I e#du B~ IS EpnD per I '/? a ra s o n Pr o rro t e~act ion_JTlal.cyt s whyit s irrport ant to be doing searc brand.@. narre since peeps acciden_@abt#!Cws:iaserv

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20 1 1- 11 - 16 2: 17

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2011-11-162:18 2011-11-162:18 2011-11-16 2:18

2011 - 11 - 16 2: 18

PI2. Chal I en ges ar e bei n 9 accessi bl e tot hem in ever ~ us t 0 #)oost ser v aMH shaCol i er#cust serFir~ffr e'}(.l{ngrrnn: c:;'E Wat ar e t he par t i cui ar c h a I len ge s 'yO fa c e ins u e r v i n 9 'yO r c u s t 0 rre r ? u a act ion j ay @Whr i st en sebahah e xict I y #M st weet#MAsr1JiSlg" v afni sl e @lol lin 100Drrp in! #dust sertvwi t t er chat is qui t e co : use t hat has h t a g) a ra s o n Pr orrot esFU @IllrshaCol I iA:l:: leal i ng in an onl i ne busi ness and aut hor, t her e is m.Jilbosersmirlv, a fBe I I B \8 u i I d RT @ e bel b r 0 VIiIT @Ill r c i 0 Sa i t Jllt: Co rrp ani esc a n e >p res s uniqueness in sever#ausWcs~ri\S beconing rrore rewardin pr ofi t aitlcl!!St ser v a ra s o n Pr o rro t e~vel '#J (]eat to see 'yOu#la:uBt:iserv a nj a y i e b s PI2. : In s pea kin 9 fo r s 0 rre c lie n t s, the c h a I len ge i s u nee d s , and c han gi n 9 nee d s - a d apt i n 9 #0 us 1bs err ~ fl e ~ aMHshaCol1 ierRT@lisl e@'oll in100Drrp in! #dust sertvwit t er chat is coo I ! (j u stu set hat has h t a g) a mo bin rrc c u PI2. k e e pin gas ni leo n #~ sa are raKl din ny v 0 ice and what ever ot her ch arseast lse s s a ra s o n Pr o rro t esFU @IllrshaCol I i#:clUst serFir~ffrewl{ngrrnn: c:;'E Wat are the par tic u I arc h a I len ge s 'yO fa c e ins u e r v i n 9 'yO r c u #cust se r v a fib 'At kin son ~ ffr e WI{ n grrn n PI2. : IniT sup p 0 r t , c h a I len ge s are inc r e derrnnds off-hours, e xia n s i o n int 0 rrore channel s, an #cust se r v a fni s I e @Ill r s h a Co I I iIes u p p 0 s e 'yO h a v e a h e I p d e #lCuist ~ rae e ? u a Ii1. son Pr 0 rro t e g;@ 0 bin rrc c LBo k e e pin gas ni leo n 'yO r fa c e i sac u ha I I e #cust se r v amebel br ovvn PI2. E'cal i ng rre, Il¥el f and I. That's a good (and a ba. h a v e b t '#.crw s t s e r v aifoby IVet cal PI2. wor k the pr obi em, not #duls~ ~\Son a nj a y i e b s RT @l c h a r d N3. t ols i its a fe t 0 ass u rre the sec 0 rrp ani e s handl e phones, et c, never coul d han <#CBSt senl\llpr ope a ifWh r i s ten sen @.ct ion j~ rea rever y fe w too I s a v a i I a b leo nth e a I low fo r sup p 0 r t - bas e den ga ge rre n t. IVI#cill s1l: 5; e g vn 0 a Ml r s h a Co I lie rA s ni I e can be fe Ito v e r ph 0 n @obi I(]) mt d ~ Rrn e pin 9 a sni I e on ny#aost ser&t in ny voi ce & what ever ot her chan n el I use atrust Serv(]eetf-et l@Toby IVet cal f-wel co~ust serv afnisl e RT@b)At kinso~ffre)lll{ngrrnn PI2.: In IT support, chall er ar e i ncr eeasi ng derrnnds off-hour s, e o a n s i on i nt 0 m: and corrpl e,utl¥it serv a aev e n t hrrnn @IllrshaCol1 i'lErs, I do deal wit h e rra i l s- but I get qu v i a 0 n lin e c hat s / sen din 9 rre s s ise rtvwi t t e r aifobylVet cal f PI2. - ensure the probl emis connect ed tot he perso #cust se r v aMlrcio Sait 0 PI2.: Increasing corrpet it ion. Increasing e xie ct at ions. But chal I e#9,Jsg.ser v a fni s I e RT @j a'i i e b seQ : In speak i n 9 fo r s 0 rre c lie n t s , he c h c u n d e r s tan din 9 the nee d s , and c han gi n 9 nee d s - a d a

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2: 18 2: 18 2: 18 2: 18 2: 18 2: 18 2: 18 2: 19

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2011-11-162:20

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2:20 2:20 2:20 2:20 2:20 2:20 2:20 2:20 2:20

fl e x b I#eu s t s e r v a MH s h a Co I lie r@ eve nth rrn ilih e h e I p des k isM( d#:mJs t l!S..e r v aifo by IVet cal f ~ust Se r v(] eet~<Dd eve n in gcais1 se r v a rrn n p r i '>6 sa rnr a 1.0 vet his bc i t's s @ 0 tJi uner.ccffii1A2 e e pin gas k rn leo n IT! face#cust ser&t in ny voi ce & what ever ot her chan n el ani ay i ebs @Whr i st ense(11 ack of suppor t based engagerrent tool i n t ere s tin g, wh a t s h 0 u I d the s e #auslt ssmrcN? 0 r 0 ffe r ? a ra s o n Pr o rro t esFU@/I3.rcio SaitRl2: Increasing corrpet it ion. Increasing e xie ct at ions. It is a good t hi ng.#cIilIst selnatl I engi ng. aMlrshaCol1 ier@event hrra h rn a big proponent of us i n goas t isreErvchat a IB ffr e WI{ n grrn n (]) 0 d c u s t s e r vis a I I 0 wi n 9 YOJR c u s t 0 rre r tor ant a bI fr 0 m 0 n e 0 f the i rot her s e r '#Cd:lest sm.w de r s. p a fni s I e RT @/13. r s h a Co I I i A rs: rn I e can be fe Ito v e r p h 0 n e 0 ron I @obinrrccuA2 keeping a snil e on#aqsfBser&tin nyvoice & what ever ot her chan n el I use a ifWh r i s ten sen @"o by IVet c a I ~ don t k now i f I a gr e e wi t h t hat e n t ire c us t 0 rre r s wa. nt, e r d e rra n d, t #at uls~ S't!>1I" 1\ e d . ani ay i ebs RT @/I3.rci 0 Sai t Rl2: Incr easi ng corrpet it ion. Incr easi ng e xie ct at ions. It is a good t hi ng.#cIilIst selnatl I engi ng. a Blv' cds k a d rnn PI2. /ls a B 2 B, i t's c h a I len gi n 9 t 0 inc 0 r p 0 rat e eve r 'f. r e que s t s wi tho u t co rrp r 0 rn sin got her c u gt UBtes esr v e q I a rna r r y fl 0 res #d i v e r sit @FIT a k elan d a bi#c u s t s e rfll1l k s . B I a k e her e, accident al foodie, opinionat ed I ady, accident al #C a hrI\Ill r k B ern h arid I1J ear ~ , the @lllr 8mi a Co I I i@le:ve nth rrn ilih e he I p des k i s M( des k l.O#cust se r v a mct ion jay @Wh r i s ten s e h go t tot urn 0 n Twi t t e r @I~ n::¢le sit. ion - it s cool, but not i nst ant Wcei:ust!Sedvcat ed cl i er a ffila r r \8 irk e t t @"Br s hac 0 I I iIetr h ink itt a k e s ITO res k i I Ito s how s rn tho u gh , b c ton e i s t 0 ugh t 0 @ 0 b elY rmc tit u S1Ie s e r v affill akelandau W're all chall enged wit h this thing we call "rnul t rn sse d wh e n we don t gi v e a 0 u run d i v ide d at ten til #cust se r v ahrl\lllrkBernhari'retet ing variet yof needsl kE@g>ffrfCB?Atnijfun: Q2 Wa tar e the par tic u I arc h a I len ge s }O u fa c e ins er v #cust se r v a ml I e gi a n c e t ~ 13. d how IIWIn t ern at ion a I PJ r po r tis u sin 9 t e c h n 0 I ( cust 0 rre r e>pe r ihi ntc~: I It. col ~~~Xse rv a Ere v e nth rra n @/I3.rs h a Co I I iG ad }O u s h are the sa rre sen t i rre n t :) i t I can get to rreet i ng s o rre o rseusa ~r\Son aKtrenlocker PI2.. unreal ist ic e xie ct at ions set byot her ent it i e s cust orrer e xie ct at ions#dLisftCS£irtv. atrust Serv(]eetf-et I 0 and wel@!CBIT8"Y fl o@a:Enpri\8.sarnrticust serv aKlovvl edgeBish@)1iHshaColl iMr. OJ#Cust Ser51it uat ion is unique be ca us h a vet 0 bee v e n ITO r e rn n d fu I 0 f sec uri t y t han ITO st. ani ke nunes PI2.) Si los, the di sconnec1#cilJstt selEptnoane rep and act u fr 0 n t lin e c u s t e >pe r i e n c e atrust Ser v(] e e t+e r t he@lieovvl edgeBi shop good to see ~u~tsSEI!l1v a m a r i q ahrrnd PI2.: IVaki ng sur e the cust orrer s needs ar e rret whi Ie AI wa.'f3 over d eWcust ser v amobinrrccu t one is difficul t #lcUDStCSlel167Y
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2: 21 a Ere V e nth 2: 21 2: 21 2: 21 2: 21 2: 21 2: 21 2: 21

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2:22 2:22 2:22 2:22 2:22 2:22 2:22 2:22

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2:22 2:23 2:23 2:23 2:24 2:24 2:24 2:24 2:24

RT @/I3.rs h a Co I I i@le:ve nth rra ilih e he I p des k isM( des k lQ #cust se r v a IB ffr e WI{n grra n RT @ a r i q a h rralQ: IVa kin 9 sur e the c u s t 0 rre r s nee d s a whi Ie keepi ng focus. AI wa'f3 c#alJ1S(jESleir~r atrust Ser v(] e e t hen lot @Dike nun e#cust ser v a ra s o n Pr o rro t esRI@,ust Se r v G e e t tert.: 0 t@i?k"e nune#cust serv a hrI\Ill r k B ern h a r ~trre boa t . @ITar i q a h rralQ: IVa kin 9 sur e the c us t 0 rre r ' ~ nee d s are rre t wh i I eke e pin 9 fo c us. AI #a~ t 0S'6!1I" 'fI eli v E aifWhr i st ensen@(Jowi edgeBi shOW have si rn I ar cha@'eerh~Suppor t, we' r e under feder al r egul at ions. MJaiUSI>ESetreV y car e a Ii1. son Pr 0 rro t e sW r y per son a b I @ e~ nth rra rRT @/I3.rs h a Co I lie r : @ eve nth rra ilih e h e I p des k isM( d#:mJs t l!S..e r v affill akelandau @ar r Y fl ort-e~ fr i end! en ad t 0 s#m.J~LSEBtvoday. If ne1 s h 0 u I d h a v e go t t@! ElLa1sa'fea s@ lou tp e r kit g wa suM . Vegas. a act ion ay PI2. rrain chall enge is adj ust ing to v a r y n q level s of t he cust orrer' s en d. Can' t rrakQJ:caBll:f5e~ vd urrb alfr'ell in That's what I am int erest ed@i1ksorhlll'rhe§A2[ITSiI os dis con n e c t tbiu Sill 5 e rpkl 0 n ere p & act u a I I fr 0 n t lin e c e xie r i e n ce a K10 wi edge B ish @ ffr e wI{ n grra n: Q2 WI: h rn I I ion s 0 f c u s t 0 rre r s, the k e) the b a I a n c e bet we e nco n sis ten c y a n d#~ts 5ell'av i zatil a nj a y i e b s @ a r i q a h rra da m a I wa 'f3 c aut i 0 u son the 0 v e r del i ver t i rre ~u over del i ver, ~u !#east stHh~ bar a IB ffr e WI{n grra n RT @(1 0 wi edge B ish 0 P2 \Nt h rn I I ion s 0 f c u s t 0 rre r s, the fi nd t he bal ance bet ween consi st ency ar#du~elSe(Jll'lal i atrust Ser v(] eet@j ay i e bsn d reset t i ng t he tttcrusitsserrvckyl a ra s o n Pr orrot e~r kBer n h ar eas , over del i ver i ng can sorret i rres ce cr eat e ot her chttda.ls:t~lSv atm egO t bach @(Jowl edgeBi shdlbce to see }OU - been#cauSlJhislee!vn a Ii1. son Pr 0 rro t e sRI @j a y i e b@ a r i q a h rra da m a I wa 'f3 c aut i 0 u son the 0 \i del i ver par t - each t i rre ~u over del i vIiDu,st~rnese a Ere v e nth rra n RT @(1 0 wi edge B ish a;@? ffr e)lll{ n grra n: Q2 \Nt h rn I I ion s 0 f c u s t 0 rre r s, the key i s t 0 fi n d the b a I a n c e bet we e n per son a I i za#aust. Se r v a ifWh r i s ten sen @j a y i e b J 0 s tar t , P u I lin gin a I I t we e t s, I i v e , co t hat's jus t the n e c e s sit i e s , d etIDw 5:!I:s r v M.l c h rro r E Se a tn a r i q a h rra d @j a y i e b ~r e e d. Ca n rra k e fo r a go 0 d c h a I len ge t 0 k t he bar on ~ur per frousttlSlB" v a K10 wi edge B ish ~h r i s ten s e It's fu n tot WCa 8 t:I ~ nIff e e die, i sit n 0I a nj a y i e b s RT @(1 0 wi edge B ish c@"Whr i s ten s e It's fu n tot h rea d t h #Cust Serll1eedl e, is it not?:) I ni ce, like that a mffr eWl{n grran @ ar i q ahrraTdhat s true no rra t t er VIltIcaustdSea:vpI in e a Blv' cds k ad rnn Vl'i t .. ~ u h a v e a nee ~ e ~ Rf d ge B ish o:$i!Whr i s ten sen It s fun tot hr#€ast t5eell1eed I e, is i Wcumts'er)t a Ere v e nth rra n @j a y i e b so urrea n, go i n 9 the e x rani I e can be an 0' ~ur cust orrer s wi I I e xie ct rror#:cum>4set v rre ? a tru s t Se r v (] e e t Te pic F€ rn n d e r: " 10e s 01 e Si 2e H t AI I fo r Cu s t 0 rre r ~ 10 Indust ries vttcc~tserv a me d k u rra r PI2.. ~ Y i s a Iso t 0 rra k e sur e t hat the fi r ni s per c e p t

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2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16

2:25 2:25 2:25 2:25 2:25 2:25 2:25 2:25 2:25 2:25 2:25 2:26 2:26 2:26 2:26

s yi c wi t h what t he cust orrer e xie ct s fr#c[J5l>eSeuytser VI a in El han Ff an cis He r e' s f-b w To IVbV e Yo u r Co rrp I a i n t To Th e To paTh eF http:// t . co/So ~ I @m'b:bur IVbn e :lie u 5 t 5 e r v a tn a r i q a h rra d @? ffr e WI{ n grra n ,AQre #c u 5 t 5 e r v a tru s t Se r V (] e e t @ rt cds k ad rrrI-Ie fo u n d t hat nee die - - ina h a }S t a c k 0 r s #cust se r v a ifWh r i s ten sen @(J0 wi edge B ish ap1 d the n hoi d ~ u r t:#Gustt I$e r V 0 I a IB ffr e WI{ n grra n Q3 10e s s i ze rra t t e r ? 10e s s rra I I biz h a V e u n i que nee d s #cust e#o.ust ser v a nj a y i e b s @ eve nth rra 51 i gh t d i ffe r e n c e , i f the e >4: rani lei s rei e xie ct at ions of cour se, just a #austi se av y not en a ra s o n Pr o rro t esHliiha. R@'ust Serv(]eet@vcdskadrrrl-le found that need I e- - ina hajs t ack or #S[]BEISIeIl.G7e. a ifo by IVe t c a I f f-b w 10 In d u s t r i e s Va r f. So rre h a v e nos e r vic eat aI I #cust se r v ahrl\lllrkBernhar0Jtch! Rl@'ust Serv(]eet@vcdskadrrrl-le found that need I e- - ina hajs t ack or #S[]BEISIeIl.G7e. atrust Ser v(] e e t hen lot @B]I.en !#cust ser v a Ml r s h a Co I lie rRT @?ffr e)lll{ n grra n: Q3 10e s s i ze rra t t e r ? 10e s s rra I I biz h un i que need s over I ar gelfcbtsse:rrw a Ii1. son Pr 0 rro t e sRI @/13. r s h a Co I I i ~ ~ ffr e)lll{ n grra n: Q3 10e s s i ze rra t t e r ? 10e s s rra I I biz h a v e u n i que nee d s 0 v e r #<ar$ §E#lclll s t e r a K10 wi edge B ish mr:#Cus t Se r 'VOl e Si:ie doe s I\OT H t AI I " - Yo u ffi.l S t bot t st andar d i ze (t 0 cont ai n cost s) Al\Derrpower (t 0 bui I a ifWh r i s ten sen We nun d e r fe d era Ire gs, p eo pie con fu s e wh a t ~ u can wh at 'P u wo n' t say. #B i glJffuJlS~ rs:e:r v a hrI\Ill r k B ern h a r RID@(J0 wi edge B ish 0 ID!#Cu5 t Se r 'VOl e Si:ie doe s I\OT H t AI I Yo u rru S t bot h s tan dar d i ze (t 0 con t a inc 0 s t s) AI\D e atovel

2011-11-162:26 2011-11-162:26

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in t hat bot hi arge & srrall bizhave t 0 deal wi t h, but rrost#Cl1stt hmrs\B.rre. ierRT@(Jowi edgeBisholD!#Cust Ser'VOle Si:ie does I\OT Ht All Yo u rru S t bot h s tan dar d i ze (t 0 con t a inc 0 s t s) AI\D e
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corrpanies sorret irres trade he hurran t oucl sol ut i#>aust serv 2011-11-162:27 a act ion jay @(Jowl edgeBishdp)t damn it's good to have ~u in t h t on i gWtust ser v 2011-11-16 2:27 atoulrrbriano @?ffr e WI{ n grra n It's not Mlgn it ud e - flc'ustASEtr ivt ud e. 2011-11-162:27 atrcarrol17 RT @B r ad Ben n e {;otc i:a I rre d i a i s a rre ga p h 0 neb uti t ca I for bad servic@L(~i"c:jnst it#atJs:t)Servia @ 0 bo t rro n k \pa n t#lG 2011-11-162:27 alfr'ell in @?ffr e WI{ n grra n IDd ~ u rea I I Y jus t ask i f S#cmsrlrl3S:et YH s 2011- 11- 16 2: 27 a Blv' cd s k ad mn K3 It's not the s i ze 0 f the nee die t h at rra t t e r s, i t hr e#dust ser v 2011-11-16 2:27 anike nunes @Yel I i nSeerns like a si rrpl e fi X; but rrost I ar ge corrpa fo c us 0 n age n d a' s: i t rn gh t bet he t #xp.J stl sen 11 co rrp I 2011-11-162:27 afnisl e Sa rre her e ... @m"st Se r v (] e e t@1Hr.s h a Co I I il\4'rp I e a sur e, Mlr sha#cust ser v 2011-11-162:27 aMlrshaCol ierF€spect for the cust orrer is pararrount for bot h s rra

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K3 large

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busi n e s sseust ser v a aev e n t hrran @j a y i e b Be ni n d s rre, s 0 rre t h i n 9 I ike gl v 1 n 9 s 0 rre 0 n e a hand, i nst ead, t aki ng a bi t e offl<;Cllst SBTtvi rear m. atnariq ahrrad K3: I\b. l\eeds are the sarre regardl ess of co rrp a n y s i a are han die dis wh a t#CUltSl.tt see IVS arnffre\lll{ngrran @Ye I I i nB e t t e r t hat I a @b ri t h a Cdi aI niwBfr e too. :P #cust se r v a act ion jay @Ye I I i @ e ffr e \f kin grriltn' s ho w jo U NlGlfSti 5 e r v aKtrenlocker srral I & ni cr 0 busi ness they rray have t 0 cobbl e t oge u n til bus i n e s sis I a r ge e n 0 ugh t 0 h a v e a d van c e d rra #cust se r v aifobylVet cal K3 Ffomt he Eflt erprise environrrent, nowworking for love ittcust ser v aifheWneMx F€gardl ess of indust ry, be corrpassionat e, al wa'f3 OVE be gi n wi the end i n ni n d I i k #citl@d)\S:~f 3fa i d . amebel brown Q3 6terybusiness is unique. PI us, cust orrer service PJ. tit ude and Conni t rrent - not swa\fjga.rsitn~e"~ndor s. affill akelandau RT@/I3.rshaCol1 iArs:nil e can be fel t over phone or onl @obinrrccuA2 keeping a snil e on#aqsfBser&tin nyvoice & what ever ot her chan n el I use affilarr\8irket tAbsol ut el ~lErnkurrar: .. firms percept ion of , serving wi t h what t he cust orrer e xie ct s fr #D1Jsti~ ~er ved ani ay iebs K3: Purchase of a product or service is a val ue e ch: e xie ct at ions of val ue ar e t#oos~CISlB",vno? acral I cent erdr#cust serWst FaxAnnounces 100%llve Hurran Cust orrer Se http://t.co/)(1M.lV7iV atrcarrol17 RI:<9B1 akelandattCust Serivs I ike a snowfl ake. 6terycorrp, unique in it s own way, and so are it s cust orrer neec cust orrer s) aifWhrist ensenHi @carrolle71,j o y n o t he big l\,t)usQl:cusese:r)v a aev e n t hrran K3: Si2e is irrel evant hese d ajs : it's t he speed (c t hat coacuss ser v aifoby IVet cal f K3 - srrall or large - the hurran ouch del ivers the c u s t 0 rre r ~ a r ntic ibll: .5 e r v amebel brown If the cust orrer ain't }Our focust he bigger }Ou are, fal I #CIWSt ser v affill akelandau @carrollrlYanks Becky. Anysnowfl akes in San lDego ~t seas 0 n ? #c}.Jst se r v atrust Serv(]eetHiHt he@'"eeWneMx@carroltilctist serv aMlrshaCol1 ierTrue words:@iibel Brownlf the cust orrer ain't }Our fOCL bigger }Ou are, t he nar d escusu sar v . r a rm t rrt RT@ebel brovvti:t he cust orrer ain't }Our focusthe bi the h a r d e r }Ou#cf:alis .5 er v t ahrl\lllrkBernhar'l:ets. Grrrre a hurran on t he p@tiOltl¥~cal fA3srrall II arge - hurran t ouch del ivers the e xie r i e n ce ~ar n s fC#lCust ser v atrust Serv(]eetRfr@€bel Brownlf the cust orrer ain't }Our focusthe b ar e, t he har der #pWlsfaser.v amobinrrccu RT@"obylVet cal fA3 - srrall or large - the hurran t oucl e >p e r i e n c e the c us t 0 rre r ~a 5 n 5 eto 1'1 •

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srrall business al so has rrore direct cont rol over the c u s t 0 rre r s nos i los t C#ausr1l se n u wi t h t aMlrshaCol1 ierQ1..t In ~ur opinion, do cust orrer-facing vert ical s ha (hospi t al it 1, ret ai I #at[Js~)68"phte)? aifobylVet cal f @ill l o n s o frrv le si e and if ~u are t r y n q to use nil es #cust ser-v Pan Am was t he gr eat est a act ion jay K3 srrall er orgs can be e xie ct ed to have a personal gi ga n t 0 cos I ike 0 u r fr i end sat Vz d e a I wi t h 'b i 9 b r 0 #cust se r v RI: @TWhr i st enserWen under feder al regs, peopl e confL atrcarrol17 ~u can't saywit h what ~u won't say.#citlStgWie'fence ( agr e e! ) Arren RT@ike nune@yell inSeerrs I ike s i rrpl e fi x but m alfr'ell in I r ge co rrp ani est 0 0 fo c u son age n d a' s: rn gh t bet 0p #cust se r v aMlr ci 0 Sai t 0 K3: The s i zi that rra t t er is of cust orrer need. Co rrp a big, nee d t 0 a d a fltc u 5 to 5 t::nil'0. t a IB ffr e WI{ n grra n RT @Ill r s h a Co I I i €i):I:.:t In ~ u r 0 pin ion, doc us t 0 rre r - fa c i n h a v e d i ffe r e n t nee d s (h 0 s pit a lit 1, r#eu 51i 5 e fov e)6 rrp I aifoby IVet cal f @rMu kBer nhar1lliank ~u for t he#em:igtiserv affilradBennet t#cust serSt anChart to use social rredia sit es to i rn s e r vi tle t p: / / t . co / Ql rv8@ I Ice n t e r#aiI r a rnl I e gi a n c e t vveres i gh t s = Pc t ion, are ~ u e ffe c t i vel y u sin 9 the d at a http:// t . co / Y~WI 5e r v a t:m e gO t b a c h ~ r e n 1.0 c k e r ~r e e ~ r e n but i f the r e' s n 0 wa y t 0 s c a I rrass can be di sast r ous for srralti1cusdl~ues. @,ct ion j@:¥fr e'}(.l{ngrran I can't even wr it e t he hash1 a Ifr'e I lin t hat chat. #n ot PG~~~er v RT @Ill r s h a Co I I i err u e wo r d s ~ e I B r 0 vvnlf the c u s t 0 rre r af!L.ff_9 a in' t ~ u r fo c us - the b i gge r ~ u are, t neusE. ISO e rt ~ u a sv cd skad rm @event hrra Be r vi ce cost is i r r el evant tot he cust ( want service (speed is#ClUIlSdlrste#lllbs)t serv a ra s o n Pr o rro t esFU@j ay iebsCC: Purchase of a product or service is c e ch a n qe , cust orrer e xie ct at ions of val ue ar e t he sa #cust se r v affilrian TovvnserRJ@(1ovvl edgeBisholD!#Cust Ser~01e Si:ie does !\Or Ht All Yo u rru S t bot h s tan dar d i ze (t 0 con t a inc 0 s t s) AI\D e I 0~1 t 'lJ a act ion j ay <&rei I i nl' I I set tie for #fumIticsecriwa aHb)At ki n son hospi t al ~ ffr e)lll{ n grra n A4: bus i n e s s I ike ret a i I and take longer i mrred i at e effect s ttxfuiSbcsrer-v Q her rn ght y tim: a ifWh r i s ten sen @,ct ion j cfJ> t rue. . . If I had ani c k e I fo rever fr eaked when we reached o#.tdust n.r v alffi.nd'}SR.l1 es RT @ebel broV\W:en we t ryt 0 st a n d a r d i ze service, we u p wi t h the lowe s t co rrrro n d e#mJ1Sit nSEtr <Yr. n aKlovvl edgeBish@pct ion j<B:9)d to se#OuJ;t Serillonies! :) a ifo by IVet c a I f A4 ~ ffr e \lJI{ n grra n @Ill r s h a Co I I i-e rYES! Fe r so rre co rrp ani e s , ser vi ce is t he pr od uct : hot el, rest aur an t , even c #cust se r v alBffre)lll{ngrran Wrd RT@and'}SR.l1 esRr@ebel broVIt\N:en we t ryt 0

aKtrenlocker

st a n d a r d i ze service, we oft en end up wit h t he lowe den 0 ni nat ttxrust se r v 2011-11-162:32 ani ay iebs M: Absol ut ely, sorre have veryshort t irre frarres (t have a hi gher need for pr i vacy#El1s1t se<rllK i t Y 2011-11-16 2:32 aMlrshaCol1 i e rba ct 1'1 1@b)At kinso~ffre'}(.l{ngrran M: business I ike ret ai I and hospi t al it Y feel i rrrre d saust sGieG7t s of PO( 2011-11-162:32 aKtrenlocker ~egOt baclveryt rue, but a srrall ret ail shop has s lowe r t han a I a r ge cor p jus t nee d a UISd> ~ rfOlU n d 2011-11-162:32 ahrl\lllrkBernharRm@b\A!: kinso@?ffre\lll{ngrran M: business I ike ret ail hospi t al it Y feel i rnrred i at e ildfust seD-V f5b<b1er ni ght take longer. 2011-11-16 2:32 a mk jabl onski So TrueR@/l3.rshaCol1 ierrue words~el Brovvnlf the c u s t 0 rre r a in' t ~ u r fo c u s - the b i gge r ~ u are, the h #cust se r v 2011-11-16 2:32 a roct ion jay @Wh r i s ten s e h use d t 0 wo r k fo r a cab I e co. Pe 0 pie we sur pr i sed when I wasn't a puppy#CiUSti s~rlVobot 2011-11-16 2:32 arnffre\lll{ngrran Yikes! lDink up, e v e r jo n e . #Zapp#GujIbCEleftvrre 2011-11-16 2:32 a K10 wi edge B ish @?e bel b r 0 Wn; ttd:u s t s e roo at! Th a n I@4Drush a Co I I ifa r rraking t hat happen! :) 2011-11-16 2:32 aMlr shaCol I i er@k'>6bl onslkiice to rreet ~u. Wlttm..rm SOO"V 2011-11-16 2:32 a me bel b r 0 vvn Ve r tic a Is, pro fi I e s , s e grre n t san d c i r c I e s . Wa t eve treat i ng ever y cust orrer cont act as a ttucn.iSlUSeEr)fller i 2011-11-16 2:33 aMlr shaCol I i erAvwwwv hugs RT@(1owl edgeBi shc@:ebel br ows ttd:ust serv c hat ! Th a n k@¥l[J s h a Co I I ifa r rra kin 9 t hat hap pen! :) 2011-11-16 2:33 a Ere v e nth rra n @vcd s k ad rTT"Ie pen d son the pro d u c t / s e r vic e 0 ffe r i n g, why peopl e buy fr om ,Appl e, r egar d I #roustOSEE01£t ? 2011-11-16 2:33 a ev cd s k a d rm M Vert ical s do have unique needs. Take HIPAA regul a e xarrpl e. I\bt al I ver tical s#m.t.Jlst sleEr<lUi rei t. 2011-11-16 2:33 atrust Ser v(] e e t+et lot @ek'9!lbl o n sscust ser v 2011-11-16 2:33 aifWhr i st ensenThi nl@'er i :iDnSuppordn t hat one! RT:"@i ay i ebs sorre higher need for pr l va cy anscuetcse tv y 2011-11-16 2:33 a ni a Y i e b s RT ~ ffr e'}(.l{ n grra n: Yi k e s! IDink up, eve r }O n e. #Za p p 0 s #1 #cust se r v 2011-11-16 2:33 a me bel b r 0 vvn RT @(10 wi edge B ish c@:e bel b r 0 Wn; ttd:u s t s e roo at Th a n k ~ u @/13. r s h a Co I I ifa r rra kin 9 t hat hap pen! :) - Sh e had hel I 0:) 2011-11-162:33 aMlrshaCol1 ier@€bel Brovvr$Oret irres the cust orrer's derrands can be un i que#cust ser v 2011-11-162:33 atrust Serv(]eet<§111 p>Rl@j ay iebs=rr~ffre'}(.l{ngrran: Yikes! lDink up, ever ~ne. #Zappos #h#cUtstrs:er v 2011-11-162:33 aKtrenlocker it al so takes rrore disgrunt led peopl e to rrot ivat corrpan i es than it does wi t h srra#cLESrt _sim esses 2011-11-162:33 a tn ve l '#J Cheers! @leffre'}(.l{ngrran: Yikes! lDink up, e v e r jo n e . #Zal #hal ft i#mJst ser v 2011 - 11 - 16 2: 33 a Ere v e nth rra n RT ~ ffr e '}(.I{ n grra n: RT@/I3.rs h a Co I I i €i):I:.:t In ~ u r 0 pin ion, d c u s t 0 rre r - fa c i n 9 v e r tic a Ish a v e d i ffe r e n t nee d s (h 0 s e xarrpl e)l.Cust serv 2011-11-16 2:34 aifoby IVet cal f M - Hospit al it yrrayonl yget one shot 0 win the CI Aut 0, t he pr oduct can be rror e i rrpo r t ctrellst se.tv t he 2011-11-16 2:34 alfr'ell in Arren Arren Arren. i'.et fl ixfor e>a~be.lFB"rovvnlf the

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c u s t 0 rre r a in' t ~ u r fo c u s - the b i gge r ~ u are, the h #cust se r v 2011-11-162:34 arrike nunes RT@/I3.rshaCol1 i@€bel Browr$Oret irres the cust orrer's derrands can becorre "t o oscustnse'r v 2011-11-162:34 aMlrcio Sait 0 Side quest ion: Wat if the sarre corrpanydeal s wit h ( different vert ical s? 8egrmrstee~ 2011-11-162:34 aifWhrist ensen@.ct ion jtaly .. Harder to sound I ike ~u're not at engagi ng 32,000 peopl e a rront h. #Sorre1#tusslSEp"arat 2011-11-16 2:34 aMlrshaCol ier@vcdskadrml:bw do ~u handl e all the HIPAA regul at il #cust se r v 2011-11-162:34 amedkurrar M. Absol ut el y. In addit ion to he differing needs, co rrp e tit ion, co mro d i t i za t ion, pro d u c t life rra k e e a #cust se r v 2011-11-162:34 a act ion jay M sorre depart rrent sneed to be fast er-t han-real t err on t he side of rreasuring and harNl~is@lr~edbac 2011-11-16 2:34 a ra s o n Pr o rro t esFU@/I3.rcio Sait ~:de quest ion: Wat if the sarre co rrpa r wi t h c u s t 0 rre r sin d i ffe r e n t v e r t Weals t 'S &~ n ted #cust se r v 2011-11-16 2:34 aHtchardNlt 01 i@/l3.rcio SaitTdJlen the srrart co rrp a rseusa i semteo each ve r t i ca I . 2011-11-162:34 aMlrshaCol1 ierRT~renl.ockerit al so takes rrore disgrunt led peopl change wit hi arge corrpanies t han it does wit h srral #cust se r v 2011-11-16 2:34 a tra ai e t @4lrshaCol I ife'irw I don't usual I ypattdusti~rtcWatn but e n joy rea din 9 s nip pet sin ny s t rea mUse fu I ! 2011-11-16 2:34 amobinrrccu ~ffre)lll{ngrran pass the cust serv I() 0 I #&.istr:BE!EJ'"Me 2011-11-162:35 aKlovvl edgeBish@)?hrshaColl iMrCust orrer-facing vert ical s require s the s t r en gt h t 0 s ni I e wh QI:~usrb&r 61d at. 2011 - 11 - 16 2: 35 a rri ken un e s Ti ere d - Pr i c i n @fi'"ci 0 Sa i t ~:d e que s t ion: Wa t i f the c 0 rrp any d e a I s wi t h c u s t 0 rre r sin d i ffe r e n t v e r tic a I s #cust se r'N 2011-11-162:35 a act ion jay @Whrist ensehhear .lIst serv 2011-11-16 2:35 aMlrshaCol1 ier@a2l1et I post all t he archives here if ~u ever want http:// t . col 1X:Iq~ flS e r v 2011-11-162:35 amebel brown @4lrshaColl i'lap & that's when we drawt he lines. BI we' ret 0 0 fo c use don h 0 rro ge n i 2i n 9 t neu s~ ri 'l n c e . 2011-11-16 2:35 aMlrcio Sait 0 @ichardnatlnolpiract ice, does t hat happens by s e qrre n i or t a i lor i n 9 res po n s e wi t I'#austese roo. ITS? 2011-11-16 2:35 a ev cd s k a d rm @event hrrafto s t to cust orrer not the sarre as cost t hey buy t hei r ser vi ce cont r act , ~ur cost s to del #cust se r v 2011-11-16 2:36 aMlrshaCol1 ier@€bel BrovvrlPerhaps onl y h o rrn qe n i ze t he basics? F€spec IVa nne r s? Eirp a t t#fiu s t s e r v 2011-11-162:36 arnffre)lll{ngrran RT@obinrrcc~ffre)lll{ngrran pass he cust serv I() 0 I Aid pi eealcust ser v 2011-11-162:36 a tOO I eb leak RT@/I3.rshaCol1 i(j)raalet I post al t he archives here i wan t t 0 ch e clnti t pollH . col ftcllSlt sar v http:// t . col f\.P q 0 b b PX 2011-11-16 2:36 a ev cd s k a d rm Careful I y. Verycaref@lMryshlBJColl i@rvcdskadrmr.bw do ~u hand leal I t he HIPAA r etgWsttsiED11VS?

edgeBish@?ebel brovlkl's t rickyt 0 achieve when }Ou have I it er s e r v e , but we M..ST rra k e e v e#<¥J s ffCB"etrY 2011-11-162:36 a tra ai e t Hey now! lef will@llRlshaCol1 i(j)raalet I post all the arc h i v e she rei f }Ou eve r wa n t It! t ot ph t k . ido / 6 ~ wk W #cust se r v 2011-11-162:36 ahrl\lllrkBernhar<!l.tt t ing corners &@EtJ:etEHrovv@MI.rshaColl i.er. too fo c use don h 0 ITOge n i 2i n 9 the e~lS~ esmev 2011 - 11 - 16 2: 37 a be r k son 0 Ti red 0 flo us Y c u s t 0 rre r s e r vic e fr 0 m }Ou rca b I e co rrp a air lin e s? Ml}b e }Ou s h 0 u I d run fbt t Qm:n' ¢lit e.s:ID/ aJ)£Wh E2 #cust se r v 2011-11-16 2:37 a fib 'At kin son Th e big 4: Ii s ten i n g, e rrp a thy, c I a r i t 1, con sis ten c y. underst ood, del iver the stiCClOlStrrseliarge. 2011-11-16 2:37 a me bel b r 0 wn @4l r s h a Co I I iAUN It s the i n t e r per son a lsi d e t hat ITt fo c u son pro c e s sop t inial t ion, #CGllS t Isermtn i t Y 2011-11-16 2:37 a ifh e Wn e M x Se I fl e s sse r v i n 9 and be i n 9 t r u I yin - tun e wi t h the c #cust se r v 2011-11-16 2:37 a Ere v e nth rra n RT @ 0 bin rrc c L@?ffr e \(.Kn grrn n pas s the c us t s e r v I{) 0 I PJ d pi eealcust ser v 2011-11-16 2:38 a nj a y i e b s Wa t rre t ric s are }Ou u sin g? Ha. n die Ti rre , F€ sol v e don s t a yon the p h 0 n e u n til p r diD us bl smrt wed 11 2011-11-16 2:38 a IB ffr e WI{ n grrn n GO Hav e }Ou fo u n d d i ffe r e n t t a len t s r e qui red fo r c u s agent sin }Our fi el d#clOIsllstetlyust serv 2011-11-16 2:38 a me bel b r 0 wn @4l r s h a Co I I iIem. gi n e how rra n bad e >p e r i e nee s wo u I d h a sat i s fa c tor y wi t h h u rra nit ffcius t ps EIJ"OO : ) n 2011-11-16 2:38 a Kt r en 1.0 eke r RT @b)At kin so nT:he big 4: Ii s ten i n g, e rrp a thy, c I a r i t 1, consist ency. Lhderst and, be underst ood, del iver t #cust se r v 2011-11-16 2:38 atrust Serv(]eetrelYt he@erksonO#cust serv 2011-11-162:38 alfr'ell in @€bel BrovvrThat 's whyl\et fl ixsuch a caut ionaryt al e. c - sui t esc 0 u I dun d e r s tan d t hat . But t rue c u s t - fo #cust se r v 2011-11-16 2:38 a ne r k s o n O @lust Serv(]eetHe~ Fb~cust serv 2011-11-16 2:38 aMlrshaCol ier@€bel Brovvrh coul dn't agrileusrblServ 2011-11-16 2:38 atrust Serv(]eetCJJod eveni@gl2l1et#cust serv 2011-11-16 2:38 aifoby IVet cal f @erkson(DJaving t roubl e@fetrh~cabl @ffiN is scr arrbl ed an @JtllEBleui n s ar e iloust ser v 2011-11-16 2:39 aMlrshaCol I ierRT @?ffre\(.Kngrrnn: GO Have }Ou found different tal ent s for cust orrer ser vi ce agent sin }Ou#cuis:ilsB'ri'fldust r f. #cust se r v 2011-11-162:39 a aev e n t hrrnn @"heWneMx F€ninds rre of t he adage: Cust orrer is he #cust se r v 2011-11-162:39 alfr'ell in But onl ysorret i@1$r8maColl i<f€bel Browr$Oret irres the cust orrer' s derrnnds can be co rreecuse csemv que' 2 0 11 - 11 - 16 2: 3 9 a fa n G r tie r @Br a d Ben n at e t # So cia lIVed i a = a rre ga p h 0 neb uti tea n fo r bad s e r vic e (@ u XH ~~a 5 ti SeJrt ve liP 0 bot ITOn k '>P ant s #x > + 1! 2011-11-162:39 aMlrshaCol ier@yell inThe probl e rra t ic cust orrers oft en take ITOre are wo r t h, but pat i en c e (& dee p b/tm.e;1t isieTgf are k e) 2011-11-162:40 a tra ai e t @lust Serv(]eetrerFbyt hanks for t he wei corre. lef appr . #cust se r v

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PO. fo r s rra l Ire t a i I bus i n e s s nee d t 0 I ear n t 0 lis take it per sonal I y, & r e s p o n cscneo fee s vo n a l I y aMlrshaCol ierPO: lDing business onl ine requires t hat one have ex and c I ear wr i t i#rG:g gt ks e ~~ a Ifr'e I lin Yo u s pea k ny I an gu a ~Im"e I B r 0 vv@/I3. r s h a Co I I i ell'rA-O i t we' ret 0 0 fo c use don h 0 ITO ge n i 2i n 9 t neu s~ ri 'l n c e . a ev cd s k a d rm PO Yes, and t hose individual s usual I ycross train o the rage n t s toe n sur e bot h gr 0 w wi #cDsdl LB"e s t 0 rre leVI aifobylVetcalf POI\b rrntter the industry, work the issue, not t r e rn n d ~ u r c u s t 0 rre r s t hat ~ u are t #mJ1S~ 5 eCD" e I p t vh a ifWh r i s ten sen @,il r s h a Co I I @terffre WI{ n grrn n PO: Wt h 0 u t que s t ion. It' s Ser F€p wi a si de of Publ i c F€I at ions. The br and is, #cust se r v a Ml r s h a Co I lie r~ r e n 1.0 c k e r I k now, loft e n t a k e i t per son a I I Y and h: a wa. y and t a k eve r y dee f#dus~ aseln Sf aKtrenlocker and pol icies in ~lCehBrColl iM:: lDing business onl in requires t hat one have e x rerrel ygood, and cl ear w #cust se r v aKlowi edgeBish@ftre\lll{ngrrnn PO: ~fiel d reQftei.JIS~$er9A: aft wit h peopl E ski I Is, t e c h ski I I san d, 0 ft en, I a n gu a ge ski I Is. aifobylVet cal f @ill r o n s o trrvcasi n o t st and fl yng or air~stt$EB"rvyror aMchael WI I et RT@,ilrshaColl iArs:nil e can be fel t over phone or onl @obinrrccuA2 keeping a snil e on#aqsfBser&tin rry v o i ce & what ever ot her chan n el I use aKtrenlocker @,ilrshaColl ijeurst had one today, over est i rra t ed de I don ot #Gu:s:t ser v amobinrrccu A: GO sure tech has to have tech skill s/knowl edge a r e co gn i 2e the c u s t ' S#(hlS'J: es e 1ti>1B tat tit u d e 0 f gr ace a n afnisl e @"obylVet caltf hat is verttctustuse.r.v alfr'ell in f-bwabout int ernal#GeIsfblSear1VRT@,ilrshaColl ier: @€bel Br ovvriPer haps onl y h o rro qe n i 2e t he basi cs? F€spec I\IB.nner s? Eirpat hf. afnisl e RT@"obylVet cal fA5 - I\b rra t t er the indust ry, work th t he person. list en and renind ~ur cust o rre r s that hel p t t#:ElII1st ser v a act ion ay PO our gu}S need super cl ear comrunicat ion and sol i k n 0 wi edge top r 0 v ide a c cur ate info r rra t ion a soft er #cust se r v aifoby IVet cal f @lisl eThank ~u for t WeuR"!serv aMlrshaCol1 ierRT@obinrrccuAGO tech has to have tech skill s/know abi lit y tor ecogn i 2e cus#c'ustl ~ ciDutt it ud e of gr ace serve abe r k so n 0 @"oby IVet cal $0 ~u' r e havi ng t r oubl e seei ng a hockey not seei n 9 t he prtahls~rsel' y a Kt r e n lock e r @,ilr shaCol I i-erny per son al favor i tea n eut r al becaus a par t rre n t b u i I din 9 c a ugh t fi r e & the don' t k now i f #cust se r v a mr r e e v 0 IVbb i leT r a i lsi n Cu s t 0 rre r 6p e r i e n c e In t e gr at ion http:// t . col W@a8P.rl..6elil t@.lJan c e IVbb i I f/ic us t e >p #cust se r v

a Kt r e n 1.0 c k e r

A Glide To Cust orrer 6pect at ions F€garding Cust orrer In Various Indust ries ahtltt)bc,h/ets:co/01g40iaEserv 2011 - 11 - 16 2: 43 a Bi i n e s RT @b)At kin s 0 rfh e big 4: li s ten i n g, e rrp a thy, c I a r i t 1, Lh d e r s tan d, be un d e r s too d, del i ve r ft:dus tssae/v/rre s s: good! 2011-11-16 2:44 aMHshaCol1 ier@.frrnrcoml'm a big fan of the (]alTlltB:rusFtosec61 2011-11-16 2:44 atrust Serv(]eetherll@bacal and t hanks for the e x #(aJstese[Jvces. 2011-11-162:44 aifobylVet cal f @erksonflwe love #hockeya@dHlB>rl.lUlinshere in IVA #cust se r v 2011 - 11 - 16 2: 44 a p! 0 s per i t }ga I RT @/ll r s h a Co I I i ~ @ 0 bin rrc c u A: Cfj t e c h has t 0 h a vee < ski I I s / k n 0 wi edge & a b iii t Y tor e co gr#icDs t ~ri \ffi I eve at tit u d e 0 f gr ace & s e r v e 2011-11-16 2:44 aKtrenlocker sure do @lK>bylVet cal@erksonflwe love #hockeyand o u r@J-jlB r u ins her e i n #l\}ffs t s e r v 2011-11-16 2:45 aMlrshaCol1 ierQ7.t Are rret rics and rreasures as irrport ant in s rra l ones? Ar e they the sarre, o#cDsffESreErrvt? 2011-11-16 2:45 affilecky~1 d lcazfr ue l RT "@/llrshaColl ier: F€spect for the cust orrer bot h s rra l I and I ar ge Nxw>Stnse'svs 2011-11-16 2:45 a rnk ja bl onski So t rue keeping a s rn l e tmustySBcaIIld in nyvoice and vvh ate v e rot her c han n e Ius e d rra k est h e d i ffe r e n c e 2011-11-16 2:45 a ev cd s k a d rm Wat, 1\,£ Wrd 20## aut o-check doesn't cut the rrus t c @/llr shaCol I i@!rfrrnr com 1m a bi 9 fan of t he (] a rrrra r Pol i ( #cust se r v 2011-11-162:46 aifWhrist ensenRT@/llrshaColl i@!rfrrnrcoml'ma big fan of the (]amrrnr P< #cust se r v 2011-11-162:46 amobinrrccu woot for the (]amrrnr#cltlsItiserl1l.lst be abl e to co rrrrun i wi t h ever y cust orrer 2011-11-162:46 arnffre)lll{ngrrnn RT@/llrshaColl i€i'1l:Are rret rics and rreasures as i rrpo r l s rra I I biz as i n I a r ge 0 n e s? Ar e the y the #Ease ,SED'TV d i 2011-11-162:46 a rn k e nunes A5 - I\,t)~cust sertval ent s seemt 0 transcend across c indust ries/ posit ions. Basic list ening skill s, a Ii #cust se r v 2011-11-162:46 a act ion jay A7 back at he giant cabl eco rret rics were ever'}. hl i digs we fo c u S ITO reo n i n d i v i tj<tU1.9 t sib reM i e s 2011-11-16 2:46 aifWhrist ensenTorAlLY ACHE RT: "@.frrnrcom I'm a big fan of the (]amrn Po I i dreust se'r v 2011-11-16 2:46 aifoby IVet cal f A7 - i f ~u don't rreasur e it, ~u don't know if it is s rra I I fi r m rre a gO[Js1s se r v 2011-11-16 2:46 a Ml r s h a Co I lie r@vcd s k ad rrrPe r hap s ny fa v 0 r i t ems use i s 0 f "~u r - ~ L ggr r r r r#C[Jst se r v 2011-11-16 2:47 aifWhrist ensen@carroll Rnow ... Because ~u' re#acustCBlB'"!v 2011-11-16 2:47 a aev e n t hrrnn RT @/llr shaCol I i@!rfrrnr com I'm a bi 9 fan of t he (] a rrrra r P< #cust se r v 2011-11-16 2:47 a fni s I e Sh 0 u I d Sa a S co rrp ani e s 0 ffe r a li v e ()tajs t CSl&tr vo n ? 2011-11-16 2:47 a fa n G r tie r @/llr s h a Co I I irOO": True wo r @!EtRrl B r 0 vvr1f the c u s t 0 rre r ai n' t ~ur focust he bi gger ~u ar e, t#bostlcsreal::gr ~u Bin go! 2011 - 11 - 16 2: 47 a fit c h a r d N3. t 0 I iA7: If the s rra I I and I a r ge biz are bot h i n e x s ten c E ( i e rra k elTOn e 'lJ the n rre t ric s wo u I d#<bJ:stc s e s vs ten t . 2011-11-162:47 aifobylVet cal f RT@.renlockersure do@{rbylVet cal@erksonfl-

2011-11-16

2:43

ambacal

#hockey ar@J-llBlHui ns her e i n#il>ffst serv 2011-11-16 2:47 ani ay iebs A7: Yes, BUT - the rreasures are about cust orrer succ not Th r e e le t t e r Amuslb}S"B r v 2011-11-162:47 alfr'ell in @?ftreWl{ngrnan Part therapist, part journal ist r i n grna s t e r, dip lorna t, co rre d ian, #<pmtt 5 e r~ r, e t 2011-11-162:47 ahrl\lllrkBernhar1:hteir, t heyre, IVarsha. It@MI.IC1!haColRTli@rvcdskadrm Pe r hap s ny fa v 0 r i t e ni sus e i s 0 f "}o u r - ~ u 5 t ES'e ~r r r r 2011 - 11 - 16 2: 47 a ffill a k elan d au Q1 rre t ric s eve n I'vQ1E i rrp 0 r t an t . }Ou can' t a fto r d t 0 res 0 u r c e s . IVu c k e r ''If}O u can' t rre as u rei t }Ou can' t #cust se r v 2011-11-16 2:48 a K10 wi edge B ish @ ftr e WI{n grna n A7: I sus p e c t , the ITO r e c u s t 0 rre r s }Ou ' ITO ret he rre t r i cs#6astt Serr .v 2011-11-16 2:48 a m a r i q ahrnad A7: IVet r i cs ar e i rrp o r t ant, but l f jo u use t hem, what i s ITO rei rrp 0 r tan t . Ca n' t wa.~d: us t r SElI'O\LJ r c e s . 2011-11-16 2:48 a Ml r s h a Co I lie rYe p, t hat @rfIYlIDrl k B ern h a r al:1 e i r, the y r e, #Mls t IsJe r v 2011-11-16 2:48 ani ay iebs lVeasur errent is onl y i rrp o r t ant l f jo u ar e goi ng to d. ito n c e }Ou #e~ ti ts e r v 2011-11-16 2:48 a aev e n t hrnan @"obylVet callDfinit elY. »A7 - l f jo u don't rreasure it, know if it is working or not - nys~tustfisenrllreasure~ 2011-11-16 2:48 a ev cd s k a d rm A7 Absol ut el y. You're pract icall yoperat ing bl ind w rreasur erren t of t he t as scast se.n'fl. 2011-11-16 2:48 aifoby IVet cal @event hrnailihan k ~ust ser v 2011-11-16 2:49 aifoby IVet cal RT @vcdskadrmA7 Absol ut el y. Youre pract ical I yopera wi tho u t so rre so r t 0 f rre a sur e rre n t 0 f W<tus tt SlSrkv at h 2011-11-16 2:49 ambacal RT ~ust Ser v(] eet 1m1:@cDacal and than ks for t he e x r c r esour cMsust s e rohe e r s al I 2011-11-16 2:49 a IB ftr e WI{n grna n RT @j a y i e b ~ a sur e rre n tis 0 n I y i rrp 0 r tan t i f }Ou are sorret hi ng about i t o n c scjeat seevi t 2011-11-16 2:49 aMlrcio Sait 0 A7: IVet ric as as irrport ant as their abil it yt 0 d r l : act ion. Srrn I I #C)ustBs@jr v 2011-11-16 2:49 a Ml r s h a Co I lie rA7: I t hi n k s rnaI I bus i n e s s ' fi r s t not ice a b I e rre t ric t hat wo r k s ftxrustese r v 2011-11-16 2:49 a act ion jay @lisl eanycorrpanywit han onl ine corrponent, proper c us t 0 rre r i n t ere s t s h 0 u I d h a vel i #ClaJs;1h se r 111 nth e si 2011-11-16 2:49 alilndalrel and ,AQree! F@Yell inYou speak rrv l angua@e15ie1 Brown: @,i=I. r s h a Co I I iII511fK)t we' ret i 0 0 fo c use don h 0 ITO ge n i 2i n 9 e xie r i en are.ust ser v 2011 - 11 - 16 2: 49 a t:m e gO t b a c h ~ r e n 1.0 c k e r.AQre e d - and I I 0 vet h e a gi lit y 0 f the s rr corrpar ed to anal }Si s tparscIJ.lS}erSl 2011-11-162:49 ahrl\lllrkBernharlM7t The profit rret ric s universal, snlidaJsltlSlB"~ busir 2011-11-162:49 alfr'ell in A&: IVet rics rnat t er but t heyal so can kill hurra n i t j peopl e. Arrbi val ent about rret r i cs. I{nda hat e t he \ #cust se r v 2011-11-162:50 aHb'fJ: kinson RT@?ftre\lJl{ngrnan: Past 24 hours of t his chat hasht ag be po s ted 0 nth e dot at #lfJpst ISs t \e r n . 2011-11-16 2:50 aHb'fJ: kinson F€sources for cont inued di#custiSBTt\IDrpics: linkedln (] 0 u phttp://t.co/ 2t ~ 3 2011 - 11 - 16 2: 50 a mb a c a I RT <W c h a r d N3. t oA7i:: If the s rnaI I and I a r ge biz are b0 I e >4 s ten c e fo r s a rre rea son s , (i e rnak elTOn e 'lJ the n rre t co n sis t Moms.t se r v

we love

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2011 - 11 - 16 2: 51 2011-11-162:51 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2011-11-16 2: 51 2: 51 2: 51 2: 51 2: 51 2: 51

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2011-11-16 2:52 2011-11-162:52 2011-11-162:52 2011-11-16 2:52

RT@j ay l e b Cu s t orrer Service lVeasurerrent is onl y i rn ~ u are go i n 9 t 0 d 0 s 0 rre t h i n gab 0 u t i#C u s1l1s e r", use e a tru s t Se r v a e e t lot @Ie n a Ire I a #laiJ s t s e r v aMlrshaCol1 ierTwit t er Cust orrer#8eJstis:er<1i1at archtvtep:llt .co/lDlqAif a tru s t Se r v a e e t Rf r @li s Ie: RT@j a y i e b s;u s t 0 rre r Se r vic e IVea sur e rre n t i i rrp o r t ant if U R goi ng 2 do sorret hi ng tA<b.lstisel'OVlce U a ni a Y i e b s I h a v e see nth e wo r d "f-b rro ge n i 2i n g" a bun c h ton i gh t , am not a fa n 0 fit #j us t say nit hi n k "Th e B 0 r g" wh e #cust se r v a rn ffr e WI{n grra n Q3 h e any fi e Ids e>e rrp t fr 0 m c us t 0 rre r s e r vic e p r act i heal t hcar e an d hi gher tBc:lus:tas91O'I1? a act ion jay @Yell int hat's what writ ing books about call cent E #cust se r v a Kt r e n 1.0 c k e r ~ e gO t b a c 11 rue but we can ge t par a I }S i s fr 0 mot her I a c k 0 f h 0 u r s i r#caJ s:I ~ r v aMchael l¥ Ie ..bining veryl at e#cBstrS§JTV a ev cd s k a d rm @Yell inYou can't tell if ~u're kill ing hurranit yunl i t ~ur a (#cliIstl ser v a mo bin rrc c u rre t ric s rra t t e r but don't fo r ge t t hat ~ u r c u s tom: ~u have a busiNl<B.E&t serv aMlr shaCol I i er@tt chael l¥ l(J)od t 0 see#§WS!t ser v a hrI\Ill r k B ern h arid ct an e rrp a t h i 2e . f-b w t 0 rre a sur e a hap p y c us t 0 rre r 's s @Ye I lin. .. Arrb i val en tab 0 u t rre t ric s . I{ n d a hat e t h #cust se r v atrust Ser va eet@,tchael l¥ I~ad ~u st oppQJ:dusY. ser v alf(el lin Ha.. Yup. I@,ct ion i <i¥el lint hat's what wr i t i ng books ca I I ce n t e r s wi I #cuBi SED'" Wi ! a Kt r e n 1.0 c k e r ve r y t r u e@IWi" s h a Co I I i 117:: I t hi n k s rra I I bus i n e s s fi r s t not i ceabl e rret ric is I ack of cash fl oV#eusthaer vvor ks aifoby IVet cal A7 - lVeasur errent is a rrus t , but good ser vi ce sorret i throwing awayt he rul es and going ottdustds:ertvhe norrr atrust Ser va eetRfr@?ffr e\lJl{ngrran: Q3 he any fi el ds e e rrpt fr om cust om service pract ices? like heal t hcare and#bu~eseeYlluca aMlrshaCol1 ierlVet rics shoul dn't be@a±Dntt1tccRTrret rics rra t t er but fo r ge t t hat ~ u r c u s t 0 rre r i s the 0 n I y rea son ~ u h a #cust se r v a PB u I bar ron @ e ffr e \f kin grrn. I(]) t a I I Y t #c u s t -s e IDh at s til Ion? ani ay iebs /l8: I\b fiel ds are t rul v e e rmt . but (])vernrrent and act I i k 'cust! lSe r v arrike nunes @lchardNlt 01Srim11 Bi~ the rrost irrport ant rret ric la r ge Biz ge t sci 0 u d e d wi t h too rra n yin Slio;JfSitfi s:e.mt m a ffila r r ')8 irk e t t @ VIC h r i s t e r@.erm r co mit h ink it' s s 0 rre t h i n 9 wh e n pro gr a rrrra r co rre s 0 ff sou n din 9 a vvk wa r d b I cit's not the #cust se''r v arnffreWl{ngrran @aul barrcbnen rrore rri#<ws~$erv affill akelandau RT@/I3.rshaCol1 iI17:: I think srrall business' first not i s I a c k 0 f cas h flow - t hat #ousrt ks:e rfOll" rre alf(ell in @vcdskadmi t hink ~u can t ell if ~u are kill ing hu not e of t he dead bod i es. f-bw rran y i s #cast rmrrYi 01 e. ahrl\lllrkBernharltldl al so argue, "(§g.liYRTeb~: I\b fiel ds are t rul y e e r afnisl e

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but (])ver nrrent and PJ r lines sur Mcdst csetrvl ike it! n 2011-11-16 2:52 a m a r i q ahrrad /lS: I\b on e is e e rrpt . You have t 0 wor k wi t h peopl e i #cust s e rbs par t of it. 2011-11-16 2:53 a Blv' cds k ad rnn /lS I\b. AI I fi e Ids r e qui r e c us t 0 rre r s e r vic e . Th e i n d u c e r t a inc 0 n s t r a i n t s fo r del i v ettd~ JOOJrr s e r vic e . v 2011-11-16 2:53 aifoby IVet cal f St ayawayfrom "It's our pol icy', "W have al wa'f3 done "Yo u r ca I lis i rrp o r t ttclOlst smr lire" 2011-11-16 2:53 alfr'el lin @TMI.r kBer nharl:ld:w can ~u rreasur e ki rlttoSE$'erv 2011-11-16 2:53 aMlr shaCol i erRT ~ffr e'}(.l{ngrran: Q3 he any fi el ds e e rrpt fr om cust om service pract ices? like heal t hcare and#bi.J~eseeYlluca 2011-11-16 2:53 a ifo by IVet c a I f RT ~ ffr e '}(.I{ n grra n : @ a u I bar r cb re n ITO r e rn #cw se ss e r v 2011-11-16 2:53 afni sl e /lS ... Yes, they ar e. l#clilsWcs~r.v 2011-11-16 2:53 a aev e n t hrran @j ay i e bfso un d s like #C£cupy #C(DJSrTese~V 2011-11-16 2:53 aMlrshaCol1 ier@j ay i e b so u forget about Heal t h Insurance corrpanie Ion 9 t i rre sin ce I' ve see n p#~ SEU \t hem 2011-11-16 /lS: (])od heal t WCBseserr~rrerrber s that the cust orrer 2:53 aHb)At ki nson patient. 2011-11-162:53 afnisl e RT @/I3.rshaCol I i I*t: r i cs shoul d n' t b@jobbn#"tcST rre t ric s rra t t e r but don't fo r ge t t hat ~ur cust om: ~ u h a v e bus i r#E:ss t s e r v 2011- 11- 16 2: 53 a ruct ion ay /lS I don't e >p e ct ffi.l c h fr 0 m s e I f- rra n age don lin e s e r v fr e eon e s . But the y rea c h 0 uta n 'JN8.. y t 0 b u i I d wo r d #cust se r v 2011-11-16 2:53 a mr i can d e r s e r@a2l1 e t @/13. r s h a Co I I is:Hrre her e! Th a n k s t 0 a I I wh 0 are #cust se!r v 2011-11-16 2:54 a Ml r s h aCo I lie r@r i can d e r s(i)1()) t 0 s e e#qast se r v d 2011-11-16 2:54 a IB ffr e WI{ n grra n It's I ike I y t hat a r 0 un d rn d nigh tar chi v edt we e t s t 192, 000 sin ce Apr #l:<Drtil se r v 2011-11-16 2:54 a ev cd s k a d rm @Yel I i nHeh .. don' t ~u st i I I have to count gr eat , rreasur erren#:cllst ser v 2011-11-16 2:54 aHtchardNlt 01 i@ike n un e s think peopl e t hat work in larger bizt fa I s ely e I e vat e d vie w 0 f the rnse I v e s a ntth us tiesier 'P rio r 2011-11-16 2:54 atrust Ser va eet@r i c an d er sltir,1 Ef i c - t na.lUlS<tsser v 2011-11-16 2:54 a Kt r e n 1.0 c k e r co rrp ani e s nee d t 0 rra k e sur e the y are fo c u sin 9 0 nco s 0 rre ge t too fo c use don n u rrb e r s & fo r ge t the pe 0 pI I #cust se r v 2011-11-16 2:54 a ffill a k elan d au Th e rn I I ion dol I a r q u e~e 10 i r@!MI. rllrB ern h a r I:Id: w h can ~ urrea sur e kin <#0 USE §e r v 2011-11-16 2:54 a M c h a e I l¥ I e /lS I\b fi e Ids s h 0 u Ide v e r be tlCIl.I!iJIl t s efrfll"rB c tic e s . 6t e r bus i n e s s r e qui res c u #It ustes esr v 2011-11-16 2:54 a Ml r s h a Co I lie r@b)At kin so r$o rra n y d 0 ct 0 r s don't t hi n k t hat wa y. 81 #cust se r v 2011-11-16 2:54 a roct ion jay @li s I eli v e c hat a v a i I a b iii t 1, I wo u Ids h 0 0 t fo r bus i a week i f ~u al so have phone cover age#<ClIStVlSetnends. 2011-11-16 2:54 a ifo by IVet c a I f /lS Sa d I Y s 0 rre i n d u s t r i e sse e m t 0 fo r ge t s e r vic e i s ~ e xie r i en are.ust ser v 2011-11-16 i erRT @t1 chael W 1M I\b fi el d s shoul d ever be e e rrpt fr 0 2:54 aMlr shaCol #cust se rpr act ices. 6terybusiness requi#el$St~trurrer 2011-11-162:54 afnisl e RT@j ay ieb~: I\b fiel ds are t rul y e e rrpt . but (])ver PJ r lines sur e do atltusti serivt !n

l\ew post: Aut orrnt#<i:oSlt ise:r\good robot s vs evil robot ht t p: I It. col uYaMrI w7 2011-11-162:55 aHb)At kinson RT@arshacoll iTEDm:ight 's chat will be archived here: Cust orrer Ser~;eust ser<Jilat s ht- t p:llt .co/U 3){ I(jr 2011-11-162:55 aHb)At kinson IVbre resources for cont inued tI<i:BSlt~rd>vop:iK&s: ht t p:llt .co/aoZs~ 2011-11-162:55 ani ay iebs RT@"oby~t cal ffo.8 Sadl ysorre indust ries seemt 0 to r o is par t of t he e~[Js~rs:e:rNl (sorre peopl e t oo!) 2011-11-16 2:55 aifoby ~t cal @Ie r i :iD n Su p p 0 rllh a n k ~ u fo r the rep I y - 0 n I y I\ESN i s j u #cust se r v 2011-11-162:55 ahrl\lllrkBernhar:ttgt"ouphug headcount<9Bl)allielandautle nil I ion doll ar que s t ion : @lYeRr i n trrlVll r k B ern h a r d t f-b w can ~ urrea s u kindnestt6.l.Jst serv 2011-11-162:55 alf(ell in @j a y i e b Slo rra n y wo r d s I' m not a fa n 0 f ton i gh t #j u #cust se r v 2011 - 11 - 16 2: 56 a ifWh r i s ten sen OJ c h! Rl@i ken u n e ~ e 0 pi e t hat wo r kin I a r ge r biz t e fal sel y el evat ed vi ew of t hernsel ves ctiredst ae rrv pr i or 2011-11-16 2:56 aifoby ~t cal f @j ay iebJhank ~u for t WeuR!serv 2011 - 11 - 16 2: 56 a Ml r s h a Co I lie rGB. t Wa tis 0 nee I e rre n t t hat can' t be i gn 0 red 0r ve r t i d8ju'St se r v 2011-11-16 2:56 ahrl\lllrkBernhar~trns up well :@?ITchael W 1M I\b fiel ds shoul d ever be e)€ rrp t fr c#K&1u s e rpr act ice s . st 6t e r y bus i n e s s r e qui res cust orrer#&Ust ser v 20 1 1- 11 - 16 2: 56 a in e ffn 0 I a n RT @j ay i ebs=IT@"oby ~t cal ffo.8 Sadl y sorre i ndust r i es s t 0 fo r ge t s e r vice i s pa r t 0 f#CliJlg stpeVI i ~$lClCree peopl e too!) 2011-11-16 2:56 a sv cd skad rm A9 The cust omro-ust serv 2011-11-16 2:56 ani ay iebs I{ndness is not rreasured it#dl$SlJse(:~ived 2011-11-16 2:56 afni sl e RT@"oby~t cal fSadl ysorre indust ries seemt 0 forget par t of t he e>pE#ciusrtcs:er v 2011-11-16 2:56 a ifo b Y ~ t c a I f RT @t1 c h a e I W I M I\b fi e Ids s h 0 u Ide v e r bee )€ rrp t fr 0 #cust s e rpr act ices. 6ter y busi ness r equi #el$St~tr urrer 2011-11-16 2:56 a If(e I lin @rMI. r k B ern h a r@Btl a k elan d a uI\b t rre a sur i n 9 i ski nd ness so rre t i rre s . #gr 0 L..tf:dwg s e r v 2011-11-16 2:57 a act ion ay @Whr i st ense@n ke n un e s i ght in t #eustlcs!erv 2011-11-16 2:57 afni sl e RT @b)At ki nsonFIT@ar shacol I iTEDm:i ght 's chat wi I be ar chi ved her e: Twi t t er Cust#oust siH6.+ilad:es ht t p:llt .co/U 3){ I(jr 2011-11-16 2:57 a hrI\Ill r k B ern h a r ~ts p e c t ~ r s h a Co I I i W.:t Wa tis 0 nee I e rre n t t hat ignored or I eft out at an y sceestoae e sr t ical? 2011-11-16 2:57 aifoby ~t @ effnol @lisl eThank ~u for t WeuR!serv cal 2011-11-16 2:57 ara r en locker @"oby~t ca l nus t be down in ~ur neck of t he woods, i s wo r kin 9 I«aust se r v 2011-11-16 2:57 a IB ffr e WI{n grrn n RT @ a u I bar r <05 the new t a len tis we b s a v v 1, soc i a I love peopl e #8USt. ser v 2011-11-16 2:57 aMchael l¥ e A9 "There is not hing rrore i rrp o r t ant t Wsosbseroost ( 2011-11-16 2:57 ani ay iebs Ye s, a b I a tan t pi u 9 fo r so rre res ear c h we are con d u I t opitlt-t p:llt .col#cill~erpA ease take a look and sl 2011-11-16 2:57 a hrI\Ill r k B ern h arid t::I e e d l@Ye I lin trrlVll r k B ern h @dI ta k elan d a uI\b t rre a sur i n 9 i ski n d n e s s s 0 rre t i rre 9#.c liEg" 5 Ivu9

2011-11-16

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RT@/I3.rshaCol1 i€i'9.:t Wat is one el errent t hat cant t I eft out at any s i zi trousteseri\Cal ? 2011-11-16 ki ndnessOrorre#OlIlSt serget ~ur s today her e, hei r (si 2:58 amobi nrrccu c e r t a i@Ii VI d n e s s Oro rre t e r .#:mIlSlt s e r v 2011-11-16 R- E P4i£u:sr se r v 2:58 a Ml r s h aCo I lie r@rMH k B ern h a r 6>tod po i nt, 2011-11-16 RT @t1chael W I i!B "Th e r e is not hi ng rro r e i rrpo r t ant 2:58 a aev e n t hrran cust o rre resuat serv 2011-11-16 jay A9 get sorret hi ng in pi ace to act ual I y do sorret hi ng 2:58 a act ion fe ed bacscust se r v 2011-11-16 enlockercoul d Mxrust serv 2:58 aifoby IVet cal f ~r 2011-11-16 it, Mir sh@lbrRfhaCol I i I:mMlr kBer nhar dt (])od poi n 2:58 ahrl\lllr kBer nhar~t1g R- E P- E C-l1Icust se r v 2011-11-16 r 2:58 a fi'.u s t Se r v (] e e t Ta a n k 'P u , h e t h@lb rRfh a Co I I i@TN13. k B ern h a r 6>tod po i nt, R- E P- OOust se r v 2011-11-16 Sait 0 A9: Eflsuring t he del iveryof the pronise. Wat did t 2:58 aMlrcio pro ni s e? Th a t i gj:aMlitt s e ri \S abo u t . 2011-11-16 IM-O IVet r i cs subst it ut e for real W#cHsbfseriv el I i genl 2:58 alfr'el lin sorret irres. Minyonl ygo bynurrbers & don't t rust in commn sense. 2011-11-16 2:58 aMlrshaCol1 ier@?ffre\lll{ngrran f-bw rrayt weet shave t hel#eust~e1iV1 2011-11-16 2:58 aKtrenlocker A9ret ent ion or ret urn cust orrers t hose are the sus t a i ned fitlbslt se r v 2011-11-162:59 aifWhrist ensen@.ct ion j@liyke n un e ss have different chall enges but cust orrer is a cust orrer. Big business is run byl it t #cust se r v 2011-11-162:59 arnffre)lll{ngrran Two Mnut e Wrning (not hing to see here, fol ks, rro vr #cust se r v 2011-11-16 2:59 afnisl e A big thank ~1Atokinsol3l.n<@,i:l.rshaColl ifer all their hel p ever y week! They d eser ve a bi 9 v#ctls.taseBTDpl aUSE 2011-11-16 2:59 ani ay iebs Thanks e v e r jo n e - convo rruch appreciat ed and kudos and hosttroustserv 2011-11-16 2:59 ahrl\lllrkBernhar01te rrore 'Zappos' rrent ion ... ~IiM!e~!n@En: Two M nut e Wr n i n 9 (n 0 t hi n 9 t 0 see her e, fo I k s , rro v e a I #cust se r v 2011 - 11 - 16 2: 59 a roct ion jay @Wh r i s ten s e@n ken u n e $ ike, by ni d tJe d:I s:t?s e r v 2011-11-162:59 aifobylVet cal f @?ffre)lll{ngrran@/l3.rshaColl iprrt ent ial topic - which in h a v e fo r go t ten abo u t s e r vic e? Ef:I u cat ion, IVed i c i n e , #cust se r v 2011-11-16 2:57 arnffre)lll{ngrran

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