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Tweet aHb'fJ: ki nson @Brandon 3CSHasht ags, or ~u can head over to ht t p:llt .co/351t~WSaerv a tru s t Se r v (] e e t amra t s tar t s now: "So cia I Cu s t 0 rre r Se r v cas t 5 e r hit w atovel '#J @Cust SeOveet e:r- )cliSt ser v aMlr ci 0 Sai toRT @cust se91r\eet e<that st ar t snow: "Soci al Cust orrer i t wo r k i n<g.1st#se r v ambacal If It Wsn't FOr The Cust orrer s I'd F€al I y like Thi s ..bb !Own I oad&91;: If It Wsn't IKDtrtTfb1:e''/'t..co/UC:ttM3~ cust ser v Th a n k s a I I ! a p pre cia t e tho u gh t san d h e I p. Ti rre fo r ani ayiebs to cust orrer sEElU$~csseritV#l.eader shi pChat affilrandon 3CSI6cell ent, t hanks! I encourage ever'@jl?E)AttlOdsmim ... Hasht ags, or ~u can heald b\p?Ut oco/2IJ71:nCilm serv amvanhani It onHi itust seroilat t er s! I'm 6tan, Comruni @j;Ml.rVagee. W rra k e cust orrer ser vi ce tool s, I wr it e/t hi nk/t al k service. :) atiegOt bach Hello to new friends andOus~usEB1":\Sr<m1ad~t 0 dig in! atrust Serv(]eet@j ay ieb§>od evening and wei corre tot he dark ... err side. c~s#serv Hoi a. Tired rrom here aft er damtgseirall: us # a rre a sur e CP W I I , t hat d e pen d s , wh 0 are ~ u ask i n 9 : -) Cu s t 0 rre r ani ay iebs #cust se r v a Ml r k 0 I a n @j a y i e b §r eat t 0 h a v e ~ u i n 0 11: us til ~ roo at! # a tru s t Se r v (] e e t @R"egO t b a c IG 0 0 0 0 d eve n i n g, @t_eg!~ r v ahrl\lllrkBernhar:tt:I-Ello #int ro I I'm IVark Bernhardt, Part ner & 6per @S)lVarket i ng(] fin lenosha, Wu~t:ltserv aMlr shaCol I i erHeI I ccutSt se!r \Aut hor in ceomrer ce, cust orrer ser vi ce bus i n e s s fi e Ids her e ! a tru s t Se r v (] e e t @"E a sur e CP (]) 0 d eve n i n g, I{ rrb eus V. sEi r v alm8t r All, so final I yt he topic of Social as a Service :) II cust ser v a ffilran don 3 CSI I can d e f v 0 u c haft e r rre e tin 9 t 0 day wi rro vie sup P lie r offer cMIst s e rhs al i ve & wei I, r egar d less cxfuiSrtCReLJoA: p ati egO t bach (] eat t 0 see ~u Fby - M ssed ~u al I @Cwst SM!aYk.! RT (] eet e@ii egO t baclGooood even in g, @t_eg!~r v a Ml r s h a Co I lie r@Cust Se Ove e t e@> d t 0 see ~ u! Th an k ~ u fo r d 0 i n 9 a I 0 ~ u' ret h e b a c k b CDtIS t aiel v atrust Ser v(] eet@,4lr shaCol I i(i)od eveni ng, host costtSe:rollat ! a H£Co n sui t s (]) 0 d eve n i n 9 ga n g! Fb be r the r e, aut h 0 r 0 f Th e I\b r d s t

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Cu 5 t Se r iOC e I len c e . I\e wed i t ion 0 u t Cuse >S e M1 e k # ani ay i ebs Mt ch Ueber man her e, it has been a whi Ie, ni ce to #t 0 0 rnu c h t r a \Ollis 11 SIiH v affilr andon 3CSI Wat ar e ever ~ne' s favor it e e sarrpl es aufseser:tt/oOlnal bus i n e sse s t 0 d a~ is e r v atjegOt bach Hi: #int ro - II ead at @lat?rM~rscb~ffi.1a web/apps dev fi r min 1.0 n don, Ca iCas t3. Se# v a tru s t Se r v (] e e t @ r 8 t fie e I len t Fb b - gl ad t 0 use es E¥> U . # a d1. son Pr 0 rro t e 91..e I I 0 eve r }Oust je r v a d1. son Pr 0 rro t e gyBCo n sui t Sli Fb be r t . WI co IlJl.I s:t- }; e# v atrust Ser v(] eet@.1lr kO I an-ley mar k - nice t 0 gne;t~te!r vt a Ml r s h a Co I lie r(]) 0 d t 0 see @Em a 'f1 a t In t e gr a I par t 0 f soc i a I bus i n e s n ecessi t yin casy se ror 9 - we have 2b wher e our cust 01 ar e. a d1. son Pr 0 rro t e sRI @B ran don 3CSWa tar e eve r ~ n e s fa v 0 r i tee)6 rrp I e s e xie pt i o nausts se rts o rn busi n esses t <Cl.d;ctysetrv aEJBn chelj b 6ten in 9 al I Cast :fSert v atrust Ser v(] eet@lIfanham It Id3i I 0, 6tBllst tser v a tj e gO t b a c h N c e t 0 see ~ u ny fr i @act 0 nFlli" 0 rro t e s lte I I 0 eve r ~ n e # Cust Ser v a tnt tie Wf3 6t e n i n 9 a I claJ t :$ e r v 5 a ra s o n Pr orrot e~r shaCol I iCBeat t 0 see ~u I\.4lwS>thseriV a ffilran don 3 CSI Ie fi nit e@Yln a'f1 at f1...b t jus t be i n 9 wh ere c us t 0 rre r s are han d lin 9 c u s t 0 rre r con c ern s WEREthe y air the i r gr i e: cust ser v a ew a n ha rn It on@Cust SeOveet elftel I 0, swst serv a ra s o n Pr orrot e~anchelj b-e l I 0 and wei cOOllSt:s~r#l a Ml r s h a Co I lie rTo nigh t 's top i c: "So cia I Cu s t 0 rre r Se r v i ~ t jge n t wo r a Ml r k 0 I an #i n t r 0: Hi a I I, IVa r k 0 I an, Cu s t 0 rre r 6pe r i en ce co n of Soci al e oe r i ence ... happy to be peust mrtvhe chat a d1. son Pr 0 rro t e ~ ttl e Vf/!13J it's Bra n die. f-b war e }Cus4l csrelrivn g? # a fN3. r a h He d a 'P t i Th e Irrp 0 r tan ceo f IVa n a ge rre n t 11101:1<1"11 . c 0 / gk Wv n I() S i/ r7i 9 cust serwi@rpact learning ani ay iebs I did primaryresearch wit h organizat ion on this e)6( orgs (400 respondent s) "benefit s did I\OT mat ch e xie c cust ser v a EJB c h e lj b n RT @a r s hac 0 I I Re @Cus t Se Ove e t e$u gge s ted rea din 9 fo r t onightc'ust#Seroilal1Jt t p:llt .co/dbdqi7Hs aMlrcio Sait 0 (])od/Bad wit hout Social, bet t ecuS\t)lSe6!vvvit hit. # a d1. son Pr 0 rro t e g;p e gO t b a c tAl wa 'f3 a pie a sur e see i n 9 ~ u (] e g. Th a n k s cust ser v a H£Co n sui t s @ls 0 n Pr 0 rro t e s1tha n k s J3. son, 00 kin 9 fo r wa r d t 0 he a r ins i gh t s t 0 11:i..J~tse I#v a tnt tie Wf3 @ a son pro rro t eiisua son, we I I t han k s CCBJIS tl sp [J 9 # atrust Ser v(] eetl.aemg t i rre IT suppor t pr 0, now @h¥N:'>€Xti 2&ok#.a n cust ser v aMlrshaCol1 ierTonight 's chat will be archived fromt he top of the on s c r i bd t p: / / t . co / LlZM j IDJl ajnrredwards HoVldy. I\eVICorrer tcusjr s e rona t here - a Brit ish bloke @,\8.ko. W make hel pdesk and cust orrer ser vi ce soft v

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cust ser v a ffilran don 3 CSI In t r 0: rre rrb e r 0 f e x e p t i @q$li s b cB am rre d1ea pin 9 c lie n t ~ fol I ow effect i ve lead s t 0 assi st cust o rreust \Se:r1V'e t I a Ii1. son Pr 0 rm t e g;@ s con sui ~ r e cia t e t hat c ulsdldsi¥ # a MH s h a Co I lie r@ rre d wa r d tJ c e t 0 rre e t qmt! s ii r v a tru s t Se r v (] e e t @ a n c h e lj ti]) 0 d eve n i n g, «us!t lie r v a ra s o n Pr o rro t eg;@t t I e.at to hear. lDingaUllSll2iSlEg# a rre a sur e CP Q.l 0 ted inn 'J. Sa t u r day 0 n poor s tat e 0 f c u s t 0 rre r s #15ni nut eeust ser v a Hih r i s,Ad a rns RT @/13. r s h a Co I I i eO" nigh t 's top i c: "So cia I Cu s t 0 rre r Se r wo r kin g?'c LiS t s e r v atrust Ser v(] eet@rrredwardWI corre! Pul I up a chai r, and take a si p c be v era ge i f s 0 rre 0 n e s a}S "Zaq:xpm:s~ e r)v # a Ml r s h a Co lie r01: So cia I c u s t 0 rre r s e r vic e: Is ita i r i n 9 a co rrp I air Twi t t er I FB wi t h a speci fi c que s cuem see v bot h? # aMlr shaCol i erRT @Cust SeOveet e@:rredwar dWI corre! Pul I up a chai r, t a k e a sip 0 f ~ u r fa v 0 r i t e be v era ge i f s 0 rre 0 n e s a }S cust ser v a ffilran don 3 CSI So t 0 ge t the ba I r 0 I lin g, a top i c: s h 0 u I d c u s t 0 I r edi r ect sm corrpl ai nt s to 1-S00, austiselaYlldr ess? # a t:m e gO t b a c h Hi ~ I{ rrb e r I 'I @Ie a sur e CP: Q.l 0 ted inn 'J. Sa t u r day 0 n p ( s tat e 0 f c u s t 0 rre r sat sur v e }S. #~]II stt1 !Sei roo t e s # a rnrrb e r c I eve I a rIIx:b k s I ike i tis go i n 9 t 0 b e a bus Y c hat ! 1.0 t s 0 f gr e @4lr shaCol I @aust SeOveet eiCust ser v aMlr shaCol I i e rfi r st Ore s t own !terG)l: Soci al cust orrer ser vi ce: Is it corrpl aint, cont act ing on Twit t er/FB wit h a specific aMlr kO I an A1: Soci ad:usn: s e rbs al I of t he above ... what ever and t cust orrer want s t 0 engage wi t h a br and ahrl\lllrkBernhar<G11t Social cust orrer service: Is it airing a co rrpl air Twi t t er I FB wi speci fi c quest icus,t serllvdtl :h'B:tbt h & rmr e. a ra s o n Pr ormt esLU I t hi n kit s a co rrnocus tbse rtv # affilr andon 3CSI 01: @/I3.rshaCol I iSl!>rcial cust orrer ser vi ce is handl i ng c corrpl ai nt vi a soci al. I\b r edi r ectc,uS'1bs8lrrvr ender! 1 a Hlp I 0 yTown Ar e ~ u I 0 0 kin 9 t 0 i rrp r 0 v e ~ u r c u s t 0 rre r s e r vic e ski cust seroilat on Twi t t er! a nj a y i e b s A1: T}p i c a I pat h 0 f co rrp I a i n t son So cia I Ch ann e I s a r co u I d not fi n d res 0 I uti 0 non s t CD B t:I sed v c han n e I s # atrust Serv(]eet@.rrbercl evel chIlp Arrberc!ustt serv arnt t I ewp @.rrber cl evel chIl dArrber !c!ustt ser v a Ml r s h a Co I lie r(]) 0 don e! @"r and 0 n 3 CS)\1 So cia I c u s t 0 rre r s e r vic e i s handl ing a social corrpl aint via social. I\b redirect cust ser v atrust Serv(]eetRfr@/l3.rshaColl i®t:: Social cust orrer service: Is it ai corrpl aint, cont act ing on Twit t er/FB wit h a specific #cust se r v akr st r @Brandon 3CSt it is a const rained rredium, I ike Twit ~s. Glustserv ai'ml aAfshar Soci al cust orrer ser vi ce - ni n i rrurn level is list en add i n 9 val u e v i a soc i a I rre do IaIS 1c Isa mille I . #

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1: 08 atrust Ser va eet@TMl,r k B er n har I:Id:VId Mir k cuat ser v y 1: 08 a rre a sur e CP Bot h. G t bet t e r s e r vic e i f I dot hat . Ph0 n e = ph 0 n cust ser v 2012-03-21 1: 08 a Ii1. son Pr 0 ITOt e S]J eat t 0 see ~ u b L@clqslRfse91ne e t @a:s 0 n Pr 0 ITO e s U t Hi, J3. s 0 nd u SIt s e r v 2012-03-21 1: 08 aMlr kG I an A1: Ff om what I've e xie r i enced and t al ki ng to I ar ge errphasi s s e e rrs t 0 be t hr oU91s'lrvSertver # 2012-03-21 1: 09 a Ml r s h a Co I lie rA1: I\b ton I y co rrp I a i n i n g, but co rrrre n tin 9 and co rrp I P I at fo r IRIS' s e r v 2012-03-21 1: 09 aaurber cl evel a@t t I e~ust SeOveet elfli gu}S, gr eat t 0 gne;t~e!r vt 2012-03-21 1: 09 ahrl\lllr kBer nhar@Cust SeOveet elflel 1~)At ki nsorrltust serv 2012-03-21 1: 09 atrust Ser va eet@~ t I eV0j31 loB r a rOOst !sC#r v 2012-03-21 1: 09 aMlr shaCol I i erRT @.rrbercl evel aklDdks like it is goi ng t 0 be a busy c gr eat ppl @/Br ehaCol I @aust SeOveet elCust ser v 2012-03-21 1: 09 a rna r a ITO0 r e @"B r s hac 0 I I la::fir it n ely beats II SIe r v 2012-03-21 1: 09 a ra s o n Pr o rro t esRI@Brandon 3C8A1 Social cust o rre r service is handl co rrpl ai nt vi a soci al. I\b r edi r ectc,uS'1bs8lrrvr ender! 1 2012-03-21 1: 09 a tru s t Se r v a e e t @'a I a Afs h a rHi, Va I a - we I CGlI sE !s v 2012-03-21 1: 09 a ra s o n Pr o rro t es"'les RT@/I3.rshaCol1 iAt:: I\bt onl ycorrpl aining, but COnTT and c 0 rrp I i rre n tin 9 0 n a I Ic UiSltCEte rrs # 2012-03-21 1: 09 a 1m 8t r @"Eas u r e CP G t rid 0 f the ph 0 rmIstt rseQ!v:) # 2012-03-21 1: 09 a Ml r s h a Co lie r@4lr k G I a rln t ere s tin g, I a gr e e: twit t e r 81\,£ i s the k shor tcuat ser v 2012-03-21 1: 10 a tru s t Se r v a e e t @J rar a ITO0 r ~ I loa n d we I co sE !s E#r v 2012-03-21 1: 10 a H£Co n sui t s ,AQre e d. 10n 't i gn 0 ret h E@.!J(JCSdhBoo I i At:: I\b ton Iy co rrp I a i n i n g, but co rrrre n tin 9 and co rrp I i rre n tin 9 0 n a cust ser v 2012-03-211:10 a ous t orrert oolWyl\bt Mike a IDnat ion o thd e as zv t .co/s8#sIijlHI biz# cust ser v 2012- 03- 21 1: 10 a ffil ran don 3C81 I\b t t 0 rre n t ion, Mi r s h a, t hat a Twi t t e r wa.1 I I 00 k script ed redirect ("I'msorry, pi ease call 1-800- ... cust ser v 2012-03-21 1: 10 a tn h e rra n a gr Cu s t 0 rre r s don' t e >p e c t ~ u t 0 be b r i I I ian t . Th eye) , ITOn ot on ousl y r at ttapo:l/el . col 5a#6KR e ouat ser v 2012-03-21 1: 10 a Ml r s h a Co I lie r\M I t hat eve r h a @ e ~ f? @feas u r e CP G t rid 0 f the ph 0 t r e e cl)s1# se r v 2012-03-21 1: 10 a fib 'At kin son JJ s t j 0 i n iIDLg§'t r ~h at top i c - So cia I Cu s t 0 rre r Se r v i #Se wo r kin g?' 2012-03-21 1: 10 a IJR) \8.1 e 21 RT @/13. r s h a Co I I i eO" nigh t 's c hat wi I I be arc h i v e d fr 0 m the h 0 u r fo r 60 rn nut e shto t1 p:i d, r/ Ib.oc:oI UZM j IDJl 2012-03-21 1: 10 a sa n che z b A1 Sorret i rres a soci al co rrpl ai nt cannot be *best *h The response rrayhave to be rmd;trs:mtved. # 2012-03-21 1: 10 arnrrber cl evel arA\d:I. Bot hand al so i nt er act i ng ... t her e doesn't neE iss u e t 0 s how a s e r vic e oust t saelr ivt y. # 2012-03-21 t 1: 10 a Ii1. son Pr 0 ITOt e sRI @/13. r s h a Co I I i@ttl r k G I a rln t ere s tin g, I a gr e e: twit t he key - keepi n 9 cllst:>iserrtv # 2012-03-21 A1: fbi Twi t t er can cer t ai n I y bususealpAaat ao ern an d a 1: 10 arnt t I ewp gr eat wa.y fo r a Co rrp any t 0 a c k n 0 wi edge Cu s t 0 rre r s ! 2012-03-21 Ser va eet@£Consul t Slel 10 and wei corre, <fmtJ:eser!v# 1: 10 atrust 2012-03-21 s s a rmist se,rwi a soci a@til.rAfhaCol I iAt:: I\bt onl y 1: 10 ahrl\lllr kBer nharltlf

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co rrp I a I n r n q, but co mre n tin 9 and co rrp I i rre n tin 9 0 n a ani ay i ebs Soci al is a si rrpl ya set of new, d yi a rri c channel s-n pro c e s s , and pro c e sse s nee de Usdl srrtCl4) t n # aMHcio Sait 0 @j ay ieb~ree. Social st ill "publ ic co rrpl aint a tru s t Se r v (] e e t @ rh e rra n a glHi, R a v icauls t#se r v arreasur eCP @r8t deat h tot he phacost tse e e . # amvanhani It on,AQr eed. l@ancheLj tBorret i rres a soci al co rrpl ai nt cann *best * handl ed vi a soci al . The response rray have t( eust ser v aMlrshaCol ier@t t I e\lvylquit e agcllSi se r v alm8t r @4lrshaColl iWrdid it. W st il have a phone s}St em, an s we r the ph ou5:!l:. sar v a ra s o n Pr o rro t e~ancheLj ~ree but the probl emseerrs to be bet t er once offl iOlfSt#serv affilrandon 3CSI Conan voice: "In t he ~ar t we t housaaaaaaaaaaand!" @4lr s h a Co I I iWr I we eve r ge t rid 0 f t h ecLprtosmr r e e? arreasureCP RT@Brandon 3CStIDt torrent ion, IVarsha, t hat a Twit looks awful when a script ed redirect ("I'msorry, pi is reusEIXdJsfserv aEJBn cheLj b RT @al aafshaSoci al cust orrer ser vi ce - ni n i mum level lis ten i n g, e n ga gi n 9 and add i n 9 val u e v i a soc i a I rre d eust ser v a cra Ice n t e r d r CX I lD{ Wy 0 nee t a i I e r we n a acral cent erdrSrrart phone essent ial shopping corrpanion - lei oit t e ht t p: I It. col xt2RAJ1Sd ser v a IJR) \8.1 e 21 RT @Ill r s h a Co I I i eO" nigh t 's top i c: "So cia I Cu s t 0 rre r Se r we r kin g?'c LiS t 5 e r v aH£Con sui t s @Cust SeOveet eThan k ~u si r, good t 0 see ~u t hi s ev eust ser v a ma r armor e RT @easur eCP:@r 8t deat h tot he phacost tse e e . # ai'ml aAfshar @Cust SeOveet etr han k ~u crust. ~r v ahrl\lllrkBernharldlRT @Brandon 3CSConan voice: "In t he ~ar t we t housaaaaaaaaaaan@l=l."r s=ffaCol I iWrl we ever get rid c phone t remfSftserv ame e co z i RT @IllrshaCol I ieO"night 's topic: "Social Cust orrer Ser we r kin g?'c LiS t 5 e r v aaurbercl evel allRa3@t t I eW)S: Fb/Twit t er can cert ai nl ydustuseldvas a p I at fo r man d a gr eat wa y fo r a Co rrp any t 0 a c k n 0 wi e d #eust se r v a EJB c he Lj b n RT @a r s hac 0 I I Ae:r I\b ton I y co rrp I a i n i n g, but co mre n t c 0 rrp I i rre n tin 9 0 n a I I q:lb s:t t r ITS # a rre a sur e CP RT @j a'i i e b S30cia lis a s i rrp I Y a set 0 f new, d Yl a ni c ( needs to fi tint 0 pr ocess, and pr o ce seest lSeeGt to a tru s t Se r v (] e e t @ re e co 71HeI loa n d we I co BE !s SIr v a ra s o n Pr ormt e~rMH kBer nhar6teat to see ~LClM!I:rse#v atrust Serv(]eetG@r f-bw rranyt irres have ~u (personal I 'lJ cont act ed a ffiI ran don 3 CSI II\,Q soc i a I c u s t s e r vic eon I y we r k s i fit's 0 v e r wh e I n Co v e r s co rrp ani e s b a c k ~ r d, a n s we r s pro b I e rrs i n fu I I eust ser v ajnesserraan @vanhanil t@ancheLj 0 tot all yagree, t 3ClistiserOlffl in

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1: 12 ahrl\lllr kBer nhar@ll.sonPrormt esfijJ, .a s o euss serv 1: 12 a MH k G I a n @fa I a Afs h a rgr eat t 0 see ~ u her e. . . vvh a t a gr eat t ur cust ser v 2012-03-21 1: 12 aMlrshaCol1 ierRT@Cust SeOveet e~: f-bw rranyt irres have ~u (person. cont act ed 2012-03-21 1: 12 ani ay i ebs If ~u ask co rrpa n i es, rro s t ar e not sur e if it is wor k feel s goodustf: ser v 2012-03-21 1: 12 a ra s o n Pr ormt esFU @j ay i ebS30ci al is a si rrpl ya set of new, d yi a rn c c nee d s t 0 fi tin top roc e s s, and pro c e s B S t ~Er atd t 0 2012-03-21 1: 12 aim 8t r Ole of t he wa'f3 we rrake Soci al as a Ser vi ce wor k is t e n gi nee r s t 0 rro nit 0 r Ire s po n d v i a soc i a I , and not cust ser v 2012-03-211:12 affilradBennet tCust orrer Cent ricit yvs. Cust orrer Ffiendl iness vs. http:// t . col Hl-ISlt§t 5 e r v 2012-03-21 1: 13 aMlr shaCol I i er@j ay i eb§4%~ :tCust serv 2012-03-211:13 aKlowi edgeBish@)1iushaColl iMr. Socicclus#seri\G an int ent ional effort conver t rant er s tor aver s. 2012-03-21 1: 13 alJR)\8.1 e21 RT @/llrshaCol I i®t:: Social cust orrer service: Is it ai co rrpl aint, cont act ing on Twit t er/FB wit h a specific #cust se r v 2012-03-21 1: 13 aMlr kG I an RT @j ay i e b sf ~u ask co rrp a n i es, rro s t ar e not sur e i wo r kin 9 (54°~ - but it fasast s;JDrmd. # 2012-03-211:13 a ra s o n Pr o rro t esFU@Cust SeOveet e~: f-bw rranyt irres have ~u (person. cont act ed 2012-03-21 1: 13 ame e co z i t hank ~u! @Glist SeOveet e@:eec071f-e1 0 and wei corre! cust ser v 2012-03-211:13 ajnrredwards @esserraa@vanhanil t@ancheLj t:1 don't think that's the be s t t h i n 9 t 0 do. I\e edt 0 ge t a' fe e I' fo r vvh a 1 cust ser v 2012-03-21 1: 13 a mv a n h a ni Ion YES! It's s til I co rrrru n i @l]t '11> riI e blSl>cia lis a s i rrp I Y a s of new, d yi a rn c chanoliStsse#v 2012-03-21 1: 13 aMlr shaCol i erRT @(Jowl edgeBi sh.r shaCol I iMr. Soci ccus# se rbs an i n ten t ion a I e ffo r t t 0 con v e r t ran t e r s tor a v e r s. 2012-03-21 1: 13 ai'ml aAfshar @4lr kG I an han k ~u IVar k - oppor t un it Y tcoustase rov I e, 2012-03-21 1: 13 affilr andon 3C81 I\bw that i min bi z al I t he t i@€IJSEhSeruve~e ERr: f-bw rrany t i rres have ~u cont act ed 2012-03-21 1: 13 a sa n che z b I have co rrpl i rrent ed & al wa'f3 look fVld t 0 co rrpl i rrent #cust s e rw a Twi t t er. 2012-03-21 1: 13 a ra s o n Pr ormt esLU I have rrany t i rres and e ve r y i rre has been a succes phonecitlst serv 2012-03-21 1: 13 a Ml r c i 0 Sa ito 8M I ike a bar? (]) 0 u t sid e tor e sol v e d i ffe r e n c e s, co cel ebr at OlI'S1#serv 2012-03-21 1: 13 atrust Ser va eet@rrredwar d sl , .arn eduSlt ser v 2012-03-21 1: 13 ahrl\lllrkBernhar<Gl2t f-bw rranyt irres have ~u (personal I 'lJ cont act ed 2012-03-21 1: 13 a 1m 8t r @4l r kG I a rlf i t fe e I s go 0 d toe rrp I 0 ~ e sit wi I I fe e I cust orrer s. Ther efor e i tcuse rser v ) # 2012-03-21 1: 14 a ra s o n Pr ormt esL\S u shoul d@RfncheLj bl: have co rrpl i rrent ed & al wa'f3 10 t 0 co rrpl i rre n tin 9 bi 2) ccs t tseewra trrwi t ClOSt. sar v 2012-03-21 1: 14 a sun avi a t It hink secret s aucecnstsee+pst o gr a rn =list ening + Eflgagerrent (even if it s acknowl edgerrent)

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Too rrnny:-) I\t)st I ybecause of I ack of abil it yt 0 the 'r i gh t 'c UlSty 5 Elf:r v a ma r arroor e @cust se91r\eet ~er sonal I y 5-6 t i rres bot h good & bad E #cust se r v arnt t I ewp PI2.: I\t)r e t i rres t hen I can count, al tho, whi lei ntI the Peopl e a chance to fix&/or r e ce l veus theecorrpl im aH£Consul ts RT@/I3.rcio Sait ~I ike a bar?(]) out side to resol ve co rre back i n t 0 ce I ClakB"tase:r'N# atiegGt bach SM#cust s e rhs I ike video casset t e to IM)t ransit ion too k t i rre and rra n y I ate tot h epa r t yOUs t I Se r pr e fe r a sa n che z b Mr @rSt Ole of the wa'f3 we rra k e Social as a Service \i hiring engineers to rronit or/respond via social, no cust ser v ahrl\lllr kBer nharRm@(1ovvl edgeBi sh.r shaCol I iMr. Soci ccus# se rbs an i n ten t ion a I e fto r t t 0 con v e r t ran t e r s tor a v e r s. a~ist inl\ehl s @rSt rYou're s a y n q ~u think it shoul d be PR'lVarket cor r ectc9Slt ser v ani ay iebs RT@/I3.rcio Sait ~I ike a bar?(]) out side to resol ve corre back in to cel ebr at e? I Si ngClIStMsletvPl ease # aMlrshaCol1 ierCorrpl irrent ing is i rrpo r t ant in SM- al so, it put sa radar shoul d t hey have acue tnaeafvi t # ajnrredwards @3,sonProrrot esA:£:/ls oft en as I can. I\brrrnil yt he firs because it usual I y rreans I can ci r currve n t cal I cent cust ser v aMlr kG I an PI2.: I can't even count the t i rre&u~ttsecrok1a act ed # So cia I .. . and s 0 rra n yin con sis ten c i e sac r 0 s s d i fte r e n affilrandon 3CSI6cept bouncer gave up ~ur @?kJtcsoRS3a.it ~I ike a bar ? (]) 0 u t sid e tor e sol v e d i fte r e n c e s, co rre b a c kin cust ser v a sun avi a t @Brandon 3C3tt'1 I sai d. Be wher e they ar e, when the) wi t h t he hel p/ ad vi ce tciwst seeu :) # a me v i nl ovest e@mrshaCol I itnrt rcuStt serv atrust Serv(]eetTaRe 2 - 02: f-bwrrnnyt irres have ~u (personal I)? con aMlrshaCol1 ier@4lrkGI ar&Je too! Been veryusefulcust.serrvnot # alJR)\8.1 e21 RT@asonProrrot es8T@j ay iebS30cial is a s i rrpl ya set new, d Yl a rn c c han n e I s - nee d s t 0 fi tin top roc e s s , need t 0 acblliStt ster v aaurbercl evel arlRa3@/13.rshaCol1 iglOrrpl irrent ing is i rrp o r t ant in SM- a a cust orrer on brands radar shoul d t he)Cbsttsea:\ColTJ: akr st r <&ist inl\ehl\tEpe. I arn s ay n o it shoul d be peopl e t h a sol ve pr obi errs. In our case custl!~ell"e\er s. # amvanhanil on@rredward@esserrna@ancheLj tlNat if it's going tot al 1000 c h a r act e r s toe >p I a ins 0 rre t h i n g? Ca n 't dot ha cust ser v atrust Ser v(] eet@[Jna'fl at(])ooood even i ClgU tser v arreasureCP @3,sonProrrot esagreed. Fast er issue r eaat lSei"G7n. # alJR)\8.1 e21 RT@Cust SeOveet e~: f-bw rrnnyt irres have ~u (person. cont act ed a tru s t Se r v (] e e t @.ev i n I 0 v est fEd Ii 0, ~ \,(juslt je r v aKlovvl edgeBish@Cust SeOveet elrhave reached out tllBtssertvleam

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about 6 t i rres: IVbst I y good r esul t s. a Ml r k 0 I a n @4l r s h a Co I I i br ra n d s ~ u' d t h ink wo u I d bel i s ten i n 9 a responding ... j ust radio siJlserseEr.v .. sad # ati egO t bach @4lr shaCol I i Dt : shot of #za.ppos pi ea@j a~Ocebs @4lrcio Sait~like a b£lu§tlJerv a rre a sur e CP RT @ una \fl a t I: t h ink sec ret s a u c EClISft ~pm 10 g# a m = list ening + Eilgagerrent (even if it s acknovvl edgerrent' a ra s o n Pr ormt eg§teasur ecpYou got cust ster v ani ay iebs @4lrshaColl i-elVes, 54%report cOnilagS~OSBT!V# aMlr shaCol I i erTake 2? I do al wa'f3. But once a br and fol I ows back, an issue. It's wor ked ceet }Swlvl # atrust Ser v(] eet@t,ri st in I\ehHs I( i st eust :tSer v a tID c c i Wi t e r 6c e I len t u sit Se rfl'l 0 r@ co rra gi nat ian @;?wes & e s p e cia I I Y @tt'l rrar t Speci a las J of whom responded tony posi t i ve them aMlrcio Sait 0 Wen cont act ing using social, shoul d I speak tot he wo u I din a n e rmJislt 'iSiiH v ajnrredwards @vanhanil t@lEesserraa@ancheLj bTot al 11, but any good C u St Se rood wi I I be a b let 0 gu e s s i fit wi I I t a k e s : cust ser v atrrlVar kBer nharRm@vanhani It WE:t if it's goi ng tot ake 1000 char ac e >p I a ins 0 rre t h i n g? Ca n' t dot h a tJ s to s e Ifd e rra i # , we go. a ra s o n Pr ormt esFU @4lrshaCol I iea:ke 2? I do al wa'f3. But once a br and back, I general I y lJ)IIan issue. It s wolCustls'eErlVywell # aMlr kO I an PI2. : and wa i tin 9 fo r rro ret han a n h 0 u r fo r are s po n s unaccept abl e on Cbst <Ber#! aim 8t r PI2. - rrajo e ten - wit h about a 70% sustESl5l'"'f at e. # a filet hSkl ar @. rrb e r c I eve I @;trt s h a Co I I icEo" co rrp ani e s s a v e a I I the han die s t hat t we (BtlS 11: Slelm1 # ame e co z i PI2. Mlnyt irres, rro s t I ywit h praise. 01 t he few occasic iss u e s, the y we r ere sol v e d qui c k I Y &c u SIta. Se 9; CYt i s fi e d aMlrshaCol ier@4lrkOI a n know. ESpecial I ywhen a cust orrer real I yn an echo is t he last t hi n 9 t h(B]IISlteselr 110 hear! # a ffil ran don 3 CSI Th e nco rrp any con t act s c u s t , not @t';a e h~eui t ell. eRr: Wat if it s going tot ake :>140 charact ers to e xil ain cust ser v atiegOt bach PI2.: Sorre Peopl e seemt 0 use SNIt 0 'l/1Jl]srbESelqDmumltticl#y - not sure if that's aft er t radit i6ustl S6!:Olllt act at arreasur eCP @4lrshaCol I iiEf'lrdeed. Corrpl i rrent too! AI t hough I get when I corrpl i rrent w no acknovvl eD~sem". # ajnrredwards @vanhanil t@lEesserraa@ancheLj t:1 think discret ion sho used+ *t r,/ st ick to channel rro s t convenient lei ec cust ser v a mfe ln Te n t s @"heEl hanRtlzt hought ~u were M tn i t ed? It hink it' wo u I d n 't c usa I e rtv h 0 ugh. U wi I I be an 0 I d rra n wh e n y. t hr u atIDcciWit er @ hecat hoi [cecuo o l : I have no e xie r i e n ce wit h (]eat so far, Hair Cut t eryin AI eoan d r l a , VA hccalstte5OOlr'fncel a sa n che z b @rredwardsc@esserraa@vanhanil t OM agree. It weet ec

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"*Sorret i rres* a soci al co rrpl ai nt can't b *best * han eust ser v arreasur eCP @j ay i et@tlrshacol I I ewanna s e ecustt sar v ahrl\lllrkBernhar@Bt al ki(])od to be heard & acknowl@'!ljrgelolaCot:1 iiEr eust ser v aaurbercl evel a@et hskl@lhrshaCol1 ileaton't think so, but can st ar i s h 0 u I d h a v e rro nit 0 r i n g, e s p i f ~ u' v e bee n rre n t ion e d Cust ser v aMlrshaCol1 ier@)et hSkI aMlem, If t heyread nlrytbbpkllt .co/T9(JlirsA I ega Ide p t per ni t s) the y s h 0 u I d. @.aDapalr e 171 (E ftlaEl!1}d #eust se r v atJarbgadway RT@asonProrrot esffi@,ilrshaColl iea:ke 2? I do al wa'f3. But 0 n c e a bra n d fo I I 0 'NS b a c k , I ge n era I I Y WI ani ss ver y welduslt ser v acral cent erdrWndylea, Gt Sat isfact ion: "W said service is the r now it's Ibtrtutfllt .co/8HIIMlStt serv acral cent erdrTop t ips for effect ive cust orrer ITtetepga,gerTll!:ofrrB~M~ eust ser v a Ml r k 0 I a n ~ e gO t b a c la gr e e d . . . rra n y wh i n e r sou t the rei eve r a gi a rrp I i fi cat ion 0 f &g csler:ftf atIDcciWit er RT@easureCP:@,ilrshaColl iiEl!1rdeed. Co rrpl irrent too! AI I ge tan n 0 ~ d wh e n I co rrp I i rre n t w n 0 a c k lit [] SIt ~anre n a ra s o n Pr o rro t e~ so t ruE@iWl:lrkBernhar@jBialki(])od to be heard & acknowl edged@/llc:shaColl i:fewst serv ai'ml aAfshar Social rredia is anot her cont act channel. The funda avail abil it 1, knowl edge and responsiveness does no eust ser v amvanhani It on@ rredwardfbr surGa.lstt serv aMlrshaCol1 ier@.rrbercl evel anst s are t he perfect sol ut ion when II pe r ni t fo I I oW@atl<hEkl cteust se r v aMlrshaCol ierQ3: Wen ~u've cont act ed cust orrer service via s o ci s t i rre ~ u r e c e i v e d * n 0 C use iSle f,v# atrust Serv(]eet@:rrresK>hn WI corre tot he chat ,eustrservlt aMlr kO I an RT @,al aAfsharSoci al rredi a is anot her cont act chann fu n d a rre n t a Iso f a v a i I a b iii t 1, k n 0 wi edge and res po n : change.ellst ser v atrust Serv(]eetRfr@,ilrshaColl iW:: Wen ~u've cont act ed cust orrer SE soci al , was t her eat i rre ~u r eceiMlSi seov r epl f. # arreasur eCP @ e e co Z t nt er est i ng. N ce vi a soci al rredi a; rude vi ( pa r tie s gucusty.s9tr v ajnrredwards @,ilrkOI a~egOt bacl1 0 add tot hat think pe o pl . 'cat chi ng on' that SIVIco rrpl ai nt s get j urrped on by I FAST # eust se r v alm8t r I am not co rrto r t abl e wit h t he I abel "whiner" - the t hat we rei e t down by a bad pro c e sse [J 5 a sbHdt pro ni aMlrcio Sait 0 Wen #Cust serrvepl ies on 8M shoul d it use a publ ic v address cust orrer as it woul d in errail? arnrrbercl evel a~. I am not sure how rranyt irres, but resul t shave bag ... oust se r v a sa n che z b RT @easurecpRT@una'flatl t hi nk secr et sauce of soci a

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cust se rpr ogr am = list eni ng + Eflgagerrent < WI: h an e rrp errpat hy. aMlrshaCol1 ierSadl 1, it happen@Ea.stRTeCP:@eec071nt erest ing. Nce v i a soc i a I rre d i a; r u d e v i a e rra i I . AU5 t fHrr tv i e s gu i I t affilrandon 3CSIII ike t 0 pi ct ouse SMt'riils a figure skat er. It wears a\ and does int erpret ive ice dances oc~lseEr'vs j ourn amvanhanil t on@Brandon 3C3ibt sure I underst and. I'm s ay n q if the wi t han iss u eon Twi t t e r, ~ u rra y h a vet 0 ITO vee I s e cust ser v atIDcciWit er In general, I find that corrpanies repl yt 0 posit ive #cust se.nCan irrproeust#ser-bt t p:llt .co/\RJe!p3B! aMlrshaCol1 ierRT@r8t rl:am not co rrto r t abl e wit h t he I abel "whine cust orrer s that wer e I et d OVlll1 by a bad pr ocess or ( cust ser v atiegOt bach ,AQreed - and brand arrbassadors are quick to defend publ iC@yredward@AHkOI areus t serv atrust Servaeet@,4lrcio SaitliDpends on cont ent and t he nat ure of t que s t ion. Sh 0 u I d be pre tty p e regs t1 csler vi t h ink. # aMlrkOI an K3:@/I3.rshaColl iprrobabl yover 80%of the t irre, just 9 t he fi r st hour, t hen per haps a t i n~dliser aft er t he ame e co z i SO true! @iti"asur eCP:@ e e co Z t nt er est i ng. N ce vi a SOl rredi a; rude vi a errai I. AI I !CBst se!ivgui It Y. # arnrrbercl evel arlRa3@easurecpRT@unaYlatl think secret sauce of socia cust se rpr ogr am = list eni ng + Eflgagerrent < WI: h an e rrp errpat h~iist ser v affilrandon 3CSI An~ne who s ajs no is a@tira$hRoll iWen ~u've cont act ed cust ser vi ce vi a sm, have ~u r ecei ved *n cust ser v arnt t I ewp RT@.rrbercl evel aA2:j: I am not sure how rranyt irres, bul have been a ni >ed ~t. sett"V IDt to! ! aMlrshaCol ier@ancheLj tf) not forget t he I ast words: TAI£ACTIO\J! @easureC[@unaYlat dtust serv atrust Ser va eet@rust I i kekleQwess t hat an swerauSl3!se:r)v# ahrl\lllrkBernhar<GBt Wen ~u've cont a:n.ts~cSettwia social, was t here a1 ~u r ecei ved *no* r epl fl K3: I\b, used w/ soci al cos. phon e a filet hSkl ar @AirshaColl iant uall y~st@.Jew'IDfkPostt weet ed free i Ph0 n e a p p , I ask e d i fit wa s fo r i Pa d too.. St i I I n ( cust ser v a ra rre s lo hn Hurryup, do sorret hing tot all y un e c e ct ed to rrake special & appreciat ed ... 10 it quickly, b4 ur corrpet cust ser v a an t hon')br OVlll1 @Air shaCol I i'lErs! In ny e oe r i ence, I'm at 50/50 for COlT rep I y n 9 t 0 rre v i a cu SII ts e rev. # affilr andon 3CSI @vanhani It 0cnrrpany shoul dn' t request cust orrer errai corrpany shoul d r eq errai I addy, e xil ai n 140 Ii ni t s & #cust se r v atnrishoft het r£eein@vanhanil t otnVveet s atmilSll ste.r.v. night have to on over tot hat chat ... :) aMlrcio Sait 0 @cust se91r\eet ~ree. R"ne bal ance of personal, but p

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#eust se r v a rre a sur eCP K3. I{nd of. Corrpl ai nt . They reached out. 1m aski ng fo Pr 0 ni sed res po n s e i n 3 d ajs , St i I I not h i n g. B 'ye by \ll eust ser v atIDcciWit er Sorre corrpanies just don't get it wiusbSRrC\Cnln rre d i a use i rrp r 0 v e m@ ell nco c k fa b r i &@} i e n t a I Tr ad i n g. amvan hani I ton. @ eeco71 YES. If }Our cust o rre r ser vi ce sucks el s e vn e i mat t e rho w ma n y fo I k s are 0 h t s: ofll'j Ic3/I.. 60 / x1tE v r a IG t eust ser v aMlrshaCol1 ierK3: 'yes, I have received "no r e pl y - even to a corrpl sor r }Ciist ser v aHihrisMarns RT@/I3.rshaCol1 iglOrrpl i rre n t ing is irrport ant in SM- a a cust o rre r on brands radar shoul d t he}Cbsttesea:\CofTl: atrust Serv(]eet@frowl edgeBisholJlle had rrost I ygood resul t s as well. t irre to respond: 5 d ajs , (To o o ccuse cserrm n q) # affilrandon 3CSIII ike tot oi.lIstumrcits a nischievous bact95i1:.Se1r1l a rns a l danarrd RT @,al aAfsharSoci al rredi a is anot her cont act chann fu n d a rre n t a Iso f a v a i I a b iii t 1, k n 0 wi edge and res po n : change.ellst ser v arnt t I ewp RT @arshacoll iAar. : 'yes, I have received "no repl Y' - e corrpl i rrent . Bad for ~us;tose~al I y bad!! aMlr kG I an RT @/I3.rshaCol I iA):: 'yes, I have r ecei ved "no r epl Y' - e corrpl irrent. Bad for~us;toself\#sarre, manyt irres aMlrcio Sait 0 K3: It hink cust orrers address brand on SMrrost I ywh t heyare being haamtdsettv afBet hSkl ar @4lrshaColl @Cll.ncheLj @"easurecf@una\flatl heard from @ e d rub itnh @ e t b I u s fa n t a s tic a t res po n clLi Sltgs-eirav s m ahrl\lllr kBer n h ar ldn d a negat es the corrpl @J1Iems:haatm I iA):: 'yes, I have r e c e i v e d "n 0 rep I Y' - eve n t 0 a co rrp I i rre n t . Bad fo r eust ser v a sa n che z b RT @arshacoll(@amcheLj t:IO not forget he I ast words ACTIQ\J! @eas u r e CF@ u n a'fl at ({tust se r v atIDcciWit er #eust ser-vF€sponse to 03: I prefer to receive a "no" h a v e ny i n qui r y i gn 0 red ! a ra s o n Pr orrot e~r shaCol I iTeliat 's al wa'f3 i r r i tat i ng. 01 top of ever woul d t hi n k a r espon se back for co rrpl i rreusti s@rivs e\ ajnud'>6hapiro RT@/I3.rshaCol1 iglOr.nrron probl em: RT @ van h a ni Ito n . @ e elt ¢i'd r c us t 0 rre r s e r vic e s u c k s e I s it doesn't mat t er how many fol i«aJstrsreoVi soci al # aMlr shaCol I i er@)et hSkI alr d a@ttkCit lot he "doi ng a good job list" @ancheLj @"easureC[@una'flat@ edr ub@let bl uii eust ser v aMlrcio Sait 0 RT@rist inneA1.s:l\b, but I've been ignored byot hervvi act i v e co rrp ani e s . Inc 0 n sis ten t I Y i gn 0 r i n 9 i s the wo eust ser v ajnessemaan RT @/I3.rshaCol I iglOr.nrron probl em: RT @ van h a ni Ito n . @ e elt ¢i'd r c us t 0 rre r s e r vic e s u c k s e I s it doesn't mat t er how many fol i«aJstrsreoVi soci al # alil2R3.bban RT @at el egge!M)tr e on out soua:lCStJ§9t\6tal uat e vendor: over 8 dirrensions. #FOrrEMttEp":/~lta9J'o/t~ dT

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Wrd of rrout h is free, credibl e, and hit sour target adver t i si ng? I\bt s ccuatcae r e arreasur eCP Your rrom just tweet ed. Your cust o rre cuae rseiroe suck: ahrl\lllr kBer nharldl RT @"EasureCP:Your rrom just tweet ed. Your cust 01 s e r vic e s u C8.I$S t :fS e r v atrust Serv(]eet@)occiWit e~od evening and welm..artese#v a scul l \8.no #A3nTweet ed to a pickl e corrpanyonce. (~s, pickl ec responded weeks I at er. Coul dn' t even r errerrber vvt #cust s e'r v aMlrshaCol1 ierhahahahaha @feasureCP:Your rromj ust tweet ed. Your cust orrer ser vi ce Gust<s.er#V atrust Serv(]eet~r kcordin@tooial rrout lit~%of us search web for arnrrbercl evel arIVIB@,ilrshaColl iglOrmon R@vanhanil t on.@ eelt¢i'dr s v c s u c k s e I s e wh ere, i t doe s n t rra t t e rho w rra n y fo I cust ser v afIDcci Wi t er #cust ser-v The irony i s that t hose who know soci al IT do a poor j Oti:UlStI: Sle.tf:w.st enhltlg, p:llt .co/rl\,t)Er:£ZN? aKlovvl edgeBi sh@J?ust se~r\eet e'es, that's way t 00 I o~sd>rse:;raM:i al # any c han n e I fo r t hat rra t t e r . aMlr shaCol i er@cul I \8.nWs ita co rrpl ai nt on t hei r pi ckl es? If its bus i n e s s , I ni gh t gi vet hem a we e k' s wo rcllSlt ack : ame e co z i @van hani I t@,ri st in I\el'@l8r shaCol I @;easur eCPMl~e the Soci al ~di a Per sona shoul d be a d onrse csealvl OVI a tn r ish 0 ft h e t r @IB" k G I a nr e: PI2. h 0 u r wa it. .. eve n fo r a s tar t up? I\1t p e 0 pie a Ito ge the r & sol han die a I lin q 0 us t em r7vd a amvanhani It onAbsol ut ely, t t'§jBS".arRlfon 3C$Corrpany shoul dn' t request cust orrer e rra i I t hem Co shoul d r eq e rra i I addy & i n s cust ser v aH£Consul ts @cul I \8.na;hei r hands st uck in t hecusar senjoe ? # affilrandon 3CSIII ike to pmtsltrserfVl a t u e d o T-Shirt because it sa t 0 be for rra l , but I'm he east separ t y. # a sa n che z b I've been i rrpr essed by br ands who wi I I j urrp n2 a cha the ITS e I v e s b/ c the i r con a rre' s rre n t ion e d. Pr 0 p s fo cust ser v a~ist inl\ehl s @cull \8.na;hat is hil arious. And act uall y eoa ct I ywha fr 0 m a pi ck I e co lllItallsY. sf r v a ma r arroor e RT @/llr shaCol I i aah a h a h a ha (g!Easur eCP:Your rrom just tweet ed. Your cust orrer s e ronste seuek s . # a tru s t Se r v (] e e t @ rr ish 0 ft h e t (]) ad e eve n i n 9 and we I mrstes e # v afIDcciWit er @Cust SeOveet e-r otrs t ser-vThank ~u! Happyt 0 j urrp in fe w ni nut e s be fo ret h e too t h pic k s d r 0 p 0 u t 0 f ny e ~ aMlr kG I an M: it's easy t 0 sear cd1.Jstesefldlel#p fi r st , esp. vi a rrol a 1m 8t r M _ a I wa 'f3 go soc i a I fi r st. I jus t don't "go Po s t a I out tot he bcstnser# ajnrredwards @Cust SeOveet eM: Yes, because (norrrnil 'lJ over-web c ser vi ce is sorret hi ng I can' do' passi vel y wi t hout bl cust ser v atrust Ser v(] eet@cul I '>6neel I 0 Paeust $er v aklheavey @Cust SeOveet eaqr e e d 5 d ajs wayt 00 long in social 0 Shoul d be equi pped tor espond in 24 hrsusbsrmrvy ar e

a ra rre s lo hn

cse E"

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4 Si rrpl e W'f3 to R"nd QIt Wat Your Cust orrer s F€al I y ht t p: II t . col a ~Sd txi:ust se r#lro bi I e ai'ml aAfshar In 2007 our cust orrer cont act was 80%phone, 20%el el it is 55/4oelst#Serv aMlr shaCol I i erl bl ogged co rrp ar i ng two I\IA.ffi GlJstlserrlVesponses - ever inc Iud i n g t we etc lou d. It wa sci ear wh 0 did a go 0 d ht t p:llt .co/bsovkffA atnr i shoft het r @Gust SeOveet elral wa'f3 cont act corrpani es on soci al e rra i I. Fe r e)6 r@1Z'@Jppo r t .. STEllAR v i a 8M .. cast se r v aMlrkOI an @ rishoft hetirtactan be a 24X7 j ob ... it act uall yshoul cust ser v arreasur eCP RT @r8t rM _ al wa'f3 go soci al fi r st . I just don't "g( pol it el y r each out t ccush eserna n d . # atrust Serv(]eet"~: /lecordin@d>cdal rrout lit::'/oof us search web for ani ay i ebs RT @,al aAfsharSoci al rredi a is anot her cont act chann fu n d a rre n t a Iso f a v a i I a b iii t Y, k n 0 wi edge & res po n s i v change cas t ser v atIDcciWit er RT@ancheLj bl:'ve been irrpressed bybrands who will chat 2 in trod uce t herrsel ves bl c t hei r co n arre' s rre list en i~t :fSer v aMlrshaCol ierRT@Cust SeOveet eG»: /lecordin@d>roal rrout lit::'/oof us sea r c h we b fo r a H£Co n sui t s A4: Ab sol ute I y. It' sus u a I I Y fo r a qui c k ? t hat I wo u I find onl ine, if the corrpanyhas thought cusite:sEtriwe cu: ahrl\lllrkBernhar@t /lecordin@tooial rrout lit::'/oof us search web for a Olgn icc 0 RT @. rrb e r c I eve I aA2:j: I a m not sur e how rra n y t i rre s , b u I have been a rn >ed ~t. sett v a klh e a v e y @,i=I. s h a Co I I i\ffiT Y bad fo r m If a co rrp any i son r soc i a I s I is no ecus e for n o cuep s e r e a d1. son Pe c k @,i=I. s h a Co I I iAf re tho sec 0 rrp ani e son I y t we e tin g wh en r ask e d que s t ion s 0 r are the y rro nit 0 r i n g fo r que s t i 0 I cust ser v atIDcciWit er #cust ser-vMlj or kudos to Cisco for j urrping in last the i r bra n d fr 0 m e rrp I 0 'ft e . F€ rre rrb e r Ci s co fa t t f. a tn ve l '#J RT@Cust SeOveet e r Ot: /lecordir@otcbal rro ut rrtss o t us sea r c h we b fo r affilrandon 3CSI RT@heavey.@,i=I.rshaColl i\ffiTybad form If a corrpanyis 0 soc i a Ish 0 u I d the rei s n 0 e )C u S(9.J sd>rs eTCN rep I y. # acral I cent erdrBusinesses disniss cust orrer service as corrpet it ive ht t p: I It. col k:l&~~Farer v atiegOt bach @r8t Sol id T-shirt pot ent ial. go #social, not #pos Cust Ser v a sa n che z b RT @cust se91r\eet ~: tcco r d i n@d>ro al rro ut lit::'/o sear ch we b fo r aMlr kO I an Hey, I just got spamrred about rrnki ng $230+ today usi Twi t t er .... ~u t hi n k I sho ouet §<erhvr it? # ai'ml aAfshar To opt i rri ze soci al cust orrer ser vi ce del i ver y, t he S~ i n t egr at ed i n t 0 CRVlellJsrtase6!Q1y. # a mn o che @ r ish 0 ft h e t@Cu:S~ Se Ove e t @/ZWu PP 0 r t t hat is Awe s 0 rre t 0 he a r Tr ish, I' m sur e the tea m wi I I bee x

er a

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#cust se r v aMlrshaCol1 ierHaving an unresponsive account is t he kiss of deat t co rn n 9 ~ a r eust se r v atiegOt bach I\b, but will check @ocailWitlerr-:lVaj or kudos to Ciscc j urrpi n gin I ast ~ar t 0 d efen d t hei r br «ostt SEuI1l e rrr atnr i shoft het r @tEr kO I a n kn oveutst s e rbs a 2417 job ... but ~u' d st i I peeved knowi ng that it's a smal I co rrp a n y? aMlr kO I an RT @IllrshaCol I i l::!Ial\ling an unr esponsi ve account is t h deat h. I\,t)re so in t he cOailStl~II.IVS # a tru s t Se r v (] e e t " @'a I a Afs h a r: To 0 p t i rn 2e soc i a I c u s t 0 rre r s e r vic e d e c han n e I rnus t be i n t e gr ate din t 0 u €fM e't vat e gy. # aMlr shaCol I i er#cust serF'K@?t BI u@Cust Seo eet eO'-: kcor di ng to @ 0 cia I ITO u t lit::'/o 0 f u sse arc h we b fo r aMlr kO I an @ n o che f ~u can't st aft s4X7 fu.rsts~limhoittl d ~u have apr e sen ceo nit? ... h a vet 0 set c I ear par rns fo r c aMlr shaCol I i er@ r i shoft he t te e d et 0 see q,asttserv a tru s t Se r v (] e e t @ rr ish 0 ft h e t Heck d ED 0 0 fr 0 m IDVIIIl e a s t IVai n e (IVa r s h a' sin Ca lifo r n iCll;St#se r v a Olgn icc 0 RT @. rrb e r c I eve I a i'fK:@re a sur e c pRT @ una 'f1 a tit h ink sec r e· sauce of s o ceast i&erpK ogr am = list eni ng + Eflgagerrent < an errphasi s on errp<alslb~r v atnrishoft het r@jeoch@cust se91r\eet@r2WSupportGve credit and praise wiler e it's due. :) AI so an eCDI.Is::e,rWJelods# evangel i st s. :) a ffil ran don 3 CSI Q.l 0 teo f the day t 0 day wa s t hat h a v i n gas 0 cia I acc response is irrport ant because "PeopIC8S~S1EJ1ravHat e" a In vel \til Us u a I I Y rnuc h ITO r e e fti c i @AD. t h ~o I I i@;rv.e I \til So dol! i t us u a I I Y vnrSt ss e;r v aMlrkOI an @j ay i e ba a rrn spamrers ... ~u think t he y d have I ear now. . . she e srus t# 5 e r v a ~ i s tin I\e his @Ill r k 0 I a@ n 0 c h eI a gr e e . CI ear and con s i setus IIIts e t ~ r rr afIDcci Wi t er ~ egO t bach dUst ser-v Her e is that UJEt>: I It. col bZwlDJlJ3 a BlI: e p hen b a u gh I t h ink it' s lis ten i n 9 fo r a I I t}p e s 0 f con v e r sat i 0 I asp e 0 pie, not a s job tc es t (Simp Ive t e # aH£Consul ts ~ egO t bac(§MI.r shaCol I iEego, it's bet t er not t 0 en: s o cl acuat serail: all if ~u' re not going t ous.1es~rll'p 0 aMlr shaCol i erYES! RT @4lr kO I a@ n o ch e f ~u can't st aft 24X7 for s o ci . cust ser is ho ul d ~u have a pr esence? Have t 0 set cl e cust orrer s atnrishoft het r@lB"shaCol1 if-der110 IVarsha! I'm ne@y.sawanil t on's tweet s and had t eujsb ste rivi . # atiegOt bach THAN£! RT @?occiWit e@egOt bach oust ser-vHere is hE UR..: ht t p:llt .co/t 6/CEIl«Dserv a scul I \8.n 0 @4lr shaCol I i#:P(3 ttust s e riu was t 0 appl aud t hem for hi Twit t e r han die 0 n I abe I Th 0 u gh tit wa s wo r s e sin c E pr o rro t ing social atrust Serv(]eet@t ephenbau~11 0 St ephen. Nce t opusese}Ou. # a~ist inl\ehl s @Brandon 3CSHAH. PJn't that the t rut h. #peopl e qo ru cust ser v afIDcci Wi t er @r 8t F dUst ser-v Ci sco wor ks har d t 0 be r eput abl e; t

s

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off - color t we e t s jus tin 111 rtep: ~te. bet ImZwlDJlJ3 ti aQ!!9 @vanhanil t@j1ay iebS'epperscustt serv atrust Serv(]eetRfr@/l3.rshaColl i<l5r. If}Ou provide s[]stCEle,r#\how quickl y do }Ou respond? akr st r IOn't invit e }Our cust orrers to a conversat ion and just bad form Connit cnst csartv. # aMlrshaCol ier@ rishoft hetWal.C)eEneVICorrers. Thanks for joining in :fj cust ser v atiegOt bach Yes-good advice for non SIVI@cbrepl:l$nlID"augh:t hink it s lis ten i n 9 fo r ... con ve r sat ion san d the n i n t era c t Cust Ser v aMlrkOI an Heywhere'@JankEIiason'W need his input <ClISUselSv # a st ephenbaugh@Cust SeOveet elrol I'm running behind, I onl yj ust sa see ITS }Ou' rea I I up d: ucst Gie r V# aMlrshaCol1 ier@t ephenbau~h! W' re up to Cfj: If}Ou provide social cust se,rVlow quickl ydo }Ou reGlp)S)tnsle'r#t arreasureCP RT@rSt rlOn't invit e }Our cust orrers to a conversat show up. It is just bad for m Cca:DBitsoorv qui t. # amvanhanil tonSure, but it shoul d rrC[JsblSeCD"<billm1rnetl @,tifkOI s an: if }Ou cant st aff 24X7 foC"us;toseilhsl1toul d }Ou have a presence? a sn e l israel RT@rSt rlOn't invit e }Our cust orrers to a conversat show up. It is just bad for m Cca:DBitsoorv qui t. # aH£Consul ts RT@rSt rlOnt invit e }Our cust orrers to a conversat i show up. It is just bad for m Cca:DBitsoorv qui t. # affilrandon 3CSI Business owners and errpl oje e s : #Peopl e(])nnaHat e. C effect i ve s o enest sflir v aKlovvl edgeBish6EJ!)rsonaCu!tt Seruhannel preference, in order: Sel f- s e email , chat, st or e, cal I cent er. amheavey RT@/I3.rshaCol1 i¥liS! RT@/I3.rkOI ar@nochef}Ou can't st c 24X7 for socim.lst#se,r \Shoul d }Ou have a pr esence? Have c I ear par a ITS fo r c u s t 0 rre r s a6bennirbit rix RT@/I3.rshaCol1 i¥liS! RT@/I3.rkOI ar@nochef}Ou can't st c 24X7 for socim.lst#se,r \Shoul d }Ou have a pr esence? Have c I ear par a ITS fo r c u s t 0 rre r s akr st r @)occiWit eThat just makes rre quest ion their s cr e e i pro c e sse ~LJ sit s e r v aMlrshaCol ier#cust serFir@)et hSkI a t t d o n "t think t he response nee r i gh t a wa. 1, but wi t h i n rea son a b let i rre. If a glob a I why not atIDcciWit er @rSt F dUst ser-vl've not seen t his scenario. I'd lov t 0 chat by a co rrp a n y atnrishoft het r@jeoch@"Brkorl alnhappen to have a great crrt y. They ge ITS 9 fr 0 m rre wh e nth e y fo I low u s sot hat h u ma n ass 0 c cust ser v a suaus s RT@rSt rlOn't invit e }Our cust orrers to a conversat show up. It is just bad for m Cca:DBitsoorv qui t. # aMlrkOI an Cfj: It hink }Ou real I yought to respond wit hin the depending on how critci.JsctlsEtrim:sLite is aKlovvl edgeBish@Cust SeOveet e$orre flust Serphone channel s are so

..obst ruct ive" a drive to a phjs i ca l I ocat ion is l e 2012-03-211:35 ahrl\lllrkBernharRm@/llrshaColl iii:lJst serFir@bet h8kl a t t d o n " t think the response needs to be right away, but wi t hi n reason glob a I co rrp , nor e a son vvh y not 2012- 03- 21 1: 35 atrust Ser v(] eet@t ephen bau~pr oachi n 9 <::lCu$t $er v 2012-03-211:35 aaurbercl evel arlRa3@'al aAfsharTo opt i rrt ze social cust orrer service del 8M c han n e I rnus t be i n t e gr ate din t o u €fM e t vat e gy. # 2012-03-211:35 aMlrcio Sait 0 PO: 6pect at ion is i rnrredi at e acknovvl edgerrent (hard corrpan i es). I t hi n k t her e is I eeVlfCl¥..l5>tr e e s o l ut ion. s 2012-03-211:35 atiegOt bach Yes - rat her I ike at t ending a social event wit he @§Con sui t @4lr shaCol I i:tewst ser v 2012-03-211:35 affilrandon 3C81 Corrpanies shoul d be allowed to creat e boundaries. oper at ion in Twi t t er backgr ound al lows for no 24/7 cust ser v 2012-03-21 1:35 a filet h8kl ar Point pr o o eaat $erFir@?t BI u@)et hSkI @Al.rshaColl ier @ a n c h e lj @"e a sur e CF@ una 'f1 a t@"ed RJ bin 01, wo w! W' r e b Ius h i n g. Th a n k s ! 2012-03-211:35 aMlrshaCol1 ier@bet hSkI aIkI.l...business shoul d post if t here are sp e ci l account is rronit ored, and offer hel pCwB~rsetrll1eyget 2012-03-211:35 aMlrkOI an @vanhanil t t1)(D1t necessaril y, because of it s t ranspa cust ser v 2012-03-211:35 atrust Serv(]eet@let hSkI alflell 0, Sedust serv 2012-03-211:36 arnt t I eW'f3 RT@.rrbercl evel cRf@'al aAfsharTo opt i rrt ze social cust s e r vic e del i v e r y, the 8M c han n e I rnus t be i n t e gr ate st rat eg]llsftserv 2012-03-211:36 aMlrshaCol1 ier@bet hSkI alhos@?t BI uto l ks are on t op (ltf.JsthSeg~! # 2012-03-211:36 atrust Serv(]eetRfr@(1ovvl edgeBishC@Cust SeOteet e$orre flust Serv phone channels are so "obst ruct ive" a drive to a I e ssp a i n fu I . 2012-03-211:36 arnrrbercl evel arlRa3@/llrshaColl iA1L:business shoul d post if t here are h 0 u r s the a c c 0 u n tis rro nit 0 red, and 0 ffe r he I p vvh e I cust ser v 2012-03-211:36 amvanhanil t o n @/ll r k 0 I a r&Jb red e t cciLls'f:$ e r v 2012-03-211:36 a sa n che z b +1 RT@sconsul RT@rSt fOnt invit e ur cust orrers to a con ve r sat ion & fa i Ito s how up. It i s jus t bad fo r m cust ser v 2012-03-211:36 aMlrkOI an @ rishoft he t sroamei s I ike }Qu've real I ygotcuistt segwed That 's awesorre! 2012-03-211:36 ani ay iebs I go back to Q1 - rrore oft en t han not, reaching out sign a I 0 f poor e >p e r i e n c e fr 0 man oc ulst rs EDil'0. nne I # 2012-03-211:36 atiegOt bach Your tweet is irrport a@rlYltrckBJern.haOdt : @/llr shaCol I i(j)et hSkI al10ust Ser v 2012-03-211:37 affilrandon 3C811f }Qu're not rrodel ing social chanouslt se<DooairsrtJeiln~,# }Qu 're i n h i bit i n 9 gr 0 wt h, i n t e grcaJ1s csrer \B d 0 Pt ion t # 2012-03-211:37 ahrl\lllrkBernhar"cFt ease cont inue to ~egO.t'bcRfhYour tweet is irrport ant t c@mM=I.r.kB~rnhar@tbrshaColl ier: @bet h Sk I a l10u s t Se r v 2012-03-211:37 arreasureCP @/llrshaColl ~et hskl@ret bl never flown .e t BI ue, but t 0 !cutst ser v 2012-03-211:37 atrust Serv(]eetG!r 10 }Qu al wa'f3 respond first in the sarre channel

used ?oost ser v 2012-03-21 1:37 alfai nPoi nt RT@ancheLj bl:'ve been irrpressed bybrands who will chat 2 in trod uce t herrsel ves bl c t hei r co n arre' s rre list en i~t :fSer v 2012- 03- 21 1: 37 am hec?Quy " @(1 0 wi edge B ish 0 p : Pe r ~ I SeIt v han n e I pre fe r e n c e , i r or d er: Sel f- ser ve, soci al , e rra i I , chat, st or e, cal :) 2012-03-21 1:37 atiegOt bach Yes - rrnnage e xie ct at i@lrmt>er~ evel @trtshaColl ier: ALL bus i n e s s s h 0 u I d po s t i f the rea r e ~~tc Be c vh 0 u r s. 2012-03-211:37 atIDcciWit er Ole of the ITDst custfESrerMnversat ions I've seen com frorr@tt'l rrnrt EpeciaVvim does a great job of part nerin & event s. 2012-03-211:37 aKlowi edgeBish6pst orrers can t ell if ~t SelCvailst#S to defend THEIR interests or ~ur ovvn. 2012-03-211:37 aMlrshaCol1 ierOle nirrors the CXIDilarY iRfb8l)re oft en t han not, rea out 0 n soc i a lis a sign a I 0 f poor e >p e r i e n c e fr man 0 cust ser v 2012-03-211:37 aMlrshaCol1 ierRT@Cust SeOveet eQ5: 10 ~u al wa'f3 respond first in t chan n el t he cust orrea:uSJIssElf?Vf: 2012-03-211:38 aMlrkOI an @vanhanil t0aln ~u real I ycl ose t he social channel t i rre s ? AI tho ugIns E. s~ roil ann e I , it' sop e n fo r a I Ito cust ser v 2012-03-211:38 a st ephenbaugh@4lrshaColl ili!m't think t here is a one s i ze fit sail W aim fo r wi t hi nan h 0 u r 0 r sob u tcusa rs'etr vd 0 241 7 # 2012-03-211:38 atiegOt bach @rMukBernhar'6'tre current I yut il i2ing all 140 char ot her cl i en tOllSt. SeT v # 2012-03-211:38 aMlrcio Sait 0 The barrrnn is al wa'f3 there to I ist en. But he ca n n : pr obi e reust ser v 2012-03-211:38 a sa n che z b The 6 Pill ars Social Comrerce: Lhderst anding Ps}Ct #Ef1gagerrentht t p:llt .colZBmasBserv 2012-03-211:38 amhec?Quy RT@.rrbercl evel a~rshaColl iAlt.:business shoul d pc: i f the rea res p e c i fi c h 0 u r s the a c c 0 un tis ITO nit 0re when they getcuisr1l ser v 2012-03-21 1:38 amheavey Q5:if ~u offer social cs e xie ct at ion from cust is r e s: i mre d i ate and a c cur ate i fit s rca 5 t ister ~ e s vir a I # 2012-03-211:38 affilrandon 3CS1100x~s unless irrpossible due to @allfst&uratS RT (] e e t e Q5: 10 ~ u a I wa 'f3 res po n d fi r s tin s a rre c han n e I used ?oost ser v 2012-03-211:38 akr st r @j ay i e b se s - and once cust orrers find t heyget gooc on SM - the y ITO V e ITO s tin t era cruse rm::Ht vo 8M # 2012-03-211:38 ani ay iebs Signal to noise rat io on social channel sis imrens not t }pi cal ovvner, usual I yrrnrket ing -cusae.ser v o ch 2012-03-211:38 aMlrshaCol1 ier@t ephenbaugYeryfew s rra l l or local businesses can. have e rra i I cont act offermuStaseWlVI I# 2012-03-211:38 afBet hSkl ar @4lrshaColl ite([)@t BI u§ ninut es to respond. Theykn how t 0 en gage t hei r cueasoreee rsv # 2012-03-211:38 arnrrbercl evel arA\B. F€spond as quickl yas possibl e, but ITDst irrport h 0 u r s the c han n eli s ITO nit 0 red. 10n' t fo r ge t t 0 i n cust ser v 2012-03-211:38 a tn ve l y.u A6 F€spond in the sarre channel, then dependi ng on

a

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take it pr i vat e, br i ng r esol ut cusn Smtc¥ t 0 publ i c arnpersona RT@(1owl edgeBishof}[Jst orrers can tell ifGast Soo'oAal e >4 s t s t 0 d e fe n d THEIR i n t ere s t s 0 r 'yO r 0 vvn. u a rYe a sur e CP ~ e gO t b a c 11 han k 'yO fo r t we e tin g. PI e a sec 0 n tin u e u b rea t leu sit s e r v a K10 wi edge B ish ~ k soc i a Cu!tt Se r ws C. Y. Abu t s t ron 9 pro gr a ITS are "~ t h r 0 ugh. " atIDcciWit er lependencyon Facebook as the onl y rre d l anrstaeerer for see ITS t 0 be bad fo r m a rna h u rrg RT @ a n c h e?i bTh e 6 Pi I I a r s 0 So cia I Co mre r c e : Lh d e r s Ps}Chol ogyO #Iilgagerrelmttt p:llt .co/~ust serv a Ml r c i 0 Sa ito A6: \Nt h 0 u t go 0 d CRVI i n t e gr at ion, t hat i soft e nth I cust ser v aMlr shaCol I i erl t hi nk she' s g@bve~ WIRf PO F€spond in sarre channel, d e pen din g, t a k e i t P r i vat e, b r i n 9 res cd ulSll iSBT vb a c k atrust Ser va eet~rr andon 3Csrhat is t he tl!!¥l S,H:ftf a E1urb e r c I eve I a @Iu k 0 I a rio r rra nyc 0 rrp ani e s , i tis n 't fe a sib let 0 h( t hi n k t hat's 0 k a s Ion gas 'yO ausll 5(I!)J)vct at ion u # a 1m 8t r 01 e r i s k t 0 gr eat So cia I Su PP 0 r tis t hat i t be co IrE channel - whi ch br eaks rrnny cur r<arstt SlD"cNel s. # a arrne r cl evel ar1Ra3 bvel ')ill: A6 F€spond @ in the sarre channel, t hen de the pro c e s s, t a k e i t Pr i vat e, b r i n 9 r e EO 5 u 15e D III b a, a K10 wi edge B ish @? he C?gU Ho V\d 1, B r i £Us t# Se r v Y atnr i shoft het r @1\4!r kO I a@.evan hani I t on had a gr eat #S~pan el & Ff a n k EI i a s d> ra Ike d rra n a gi n 9 c u s toe >p e c tat ion. @.PER i r st ar t Lql..EBt#ser v aMlrkOI an A6: Use the sarre channel to respond as the cust om t hei r t er ITS. I\,t)ve t 0 anot her as n e x st ep if it IrE cust ser v abet t ervideo Trut h: @lll.rcio Sait The barrrnn is al wa'f3 there to I ls h e can not a I wa 'f3 sol v e 'yO rc4Srt eBB ram # u atiegOt bach :) R@easureCP:~egOt bacl1 hank 'yOu for tweet ing. PI con tin u e t 0 hoi d ... au s t tSeEr art h. # aMlrshaCol1 ier@r8t t-laven't we been breaking rrodel s (disrupt ing) ~ars?You are so «Li~tse#v amvanhanil on@,i=l.rkOI arWil e It hink (and am) al wa'f3 wat ching soci 'yOu need t 0 set e xie ct at ion s or peopl e wi I I get m: cust ser v a scul l '}8.no <&ist inl'.ehlrlre Trut h ... In pickl (BElst:$el#~ # ht t p: I It. col \8. TZi.J7P a6bennirbit rix A6 Yes respond in sarre channel for as long as appro best i nt er est s of gocdstESIe"i\Ce # a E1urb e r c I eve I a rh dl gr e e .. @lIIi r s h a Co I lie d : hi n k she s g@> vetl ')!BIT A6 F€ s po n din sa rre c han n e I , the n dwpes6!lri 111 g. .. # ahrl\lllrkBernharldlRT~egOt bacl@rMl,rkBernhar'6'tre current I yut il i al I 140 char act er s for ot h(()ugtl Smm\t s ... :) # atnhec?guy #cust sertvhought to keep in nind: what ever 'yOu begir response rat e wi I I set 'yOur pr ecedent . amvanhanil on@,i=l.rkOI arihat said, 24/7 support on anychannel is cust ser v

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@ van ham I t CDtDls 0 I ute I y a gr e e . Yo u h a vet 0 be ve r y c I par arret er s, or d oeus t ~IaW # alm8t r "@/I3.rshaCol I @r8t IHaven' t we been br eaki ng rrodel s (di sr upt i ng) for t he past few ~ar s?CtbSJI: se'evsdlt'r i ght are not done! a rnrre d war d s @Cust SeOveet e.+.6: WI: hout a doubt ~s unl ess privat pre v en t s rre fr 0 m d 0 i n 9 so (b ute v en the n, I' d rep I ) cust ser v ani ay iebs JJ s tap 0 i n t ton 0 t e - Th i sis REM...Y a r d stu ff (I k n ' h here know it) 6p1 aining it to C)()is a keychall enge cust ser v alDdwinaVit a RT@bn!aufrran: 14 quest ions to ask when buil ding as cui t ur e n ht t p: II t . C[]s1Nli$#t~r iii ce #ser vi cecul t ur e aMlrshaCol1 i e rba ct 11, reasonabl e par arret ers @-.eaph-aCDlilaij oiiT:hink ~u need t 0 set e xie ct at ion s or peopl e wi I I get m: cust ser v a sa n che z b IVbnt hs ago, sorre1 rra@teQcm~ e' s quoolst#Serrvesponse t 0 a quest ion fr om ESt her '¥>on. Wat if sarre request I'vt.,¥>on? ajnnoche @/I3.rkOI a ne s , ~u just have to set he right e xie ct cust ser~@'ZWuppor t as an e sarrpl e, we list hour s e\i where and in bio aMlrshaCol1 ierRT@j ay i e bsn s t a point 0 not e - This is AAl.l...Yhare k now the p e 0 pie her e k now it) 6p I a i n i n 9 itt 0 C)() i for rro s nust serv a st ephen baugh RT @van ham Ito n :hi n k (an dam) al wa'f3 wat chi n 9 soci a ~u need t 0 set e xie ct at ion s or peopl e wi I I get m: cust ser v affilrandon 3CSI Call cent er chair cost@r$rtdra:y;t"lRSk to great Social Support: it becorres newsupport channel - br e a k i n ; cust ser v a~ i st in l\ehl s @cul I '>6nWw ... that is act ual I y e x rooHIS}eclvever. # a ew a n ha rn It on@ r i shoft he t s l Bl<WfSt u can hear ny panel @i"ankEI iasofinom S)6Watht t p:llt .co/rraVB6gni aMlrshaCol ier@r8t W will never be IID::8t:fServ atnherranagr The Hidden Cost s of Poor Eirpl 0~ef1tRetpeNtti.aro/94rrfOqU #rra n age rre n tcuat se r#c)() #h r b logs a fi'.u s t Se r v (] e e t Rf r @ r 8t rOl e r i s k t 0 gr eat So cia I Su PP0 r tis t hat i new sup p 0 r t c han n e I - wh i c h b rea k s rra n y eus t set v rro I a tn h e rra n a gr M s s ion s tat e rre n t s don' twin c u s t 0 rre r s, pas s ion s ht t p:llt .co/01~IS:tQ;er#cust e o #C)() ani ay i ebs Sor r y to i nt er j ect a Q Can Soci al Cust orrer Ser vi c: (sorre anal 'f3t s bel i EOUSt~2)rvt a B1.l n a \fl a t A key asp e c t 0 f SCCllfS a s eli \G h 0 u r s 0 f s e r vic e . 01 soc i a I 5 doe s n' t a I wa 'f3 fl Y. Bet ran spa r e n tab t h r san d s a rno b o e s @r 8t G>od advi ce .... by t he t i rre I get on Twi t t er so I it tie p@TTal .dtust serv a K10 wi e d ge B ish @Cust Se Ove e t e.+.6: If a t a I I po s sib Ie, ~ s . We n a c u s 1 c h 0 0 s e s ~uiU Se r v han n e I , it' s not pol i t e t 0 c han ge a jn n 0 c h e @ r ish 0 ft he t@caJiS s e91r\ee t @r2WS up P0 r t (] eat ~ t 0 he a r , an
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Th a n k s !c liS t s e r \B. n d tot a I I Y a gr e e wi t h }Ou a sa n che z b RT@udwinavilRTc@bn~ufrran 14 quest ions to ask when bui I ding a ser vi ce cui t ur e n ht tcps,t/se.nt~B.e$5tircElBj I~ #ser vi cecul t ur e a tOO I eb leak RT@/I3.rshaCol1 i~rr:8t W will never be Ifil:8t:fServ ht t p:llt .co/abt 9b~f ajnnoche RT@/I3.rshaCol1 i¥liS! RT@/I3.rkOI ar@nochef}Ou can't st c 24X7 for socim.lst#se,r \Shoul d }Ou have a pr esence? Have c I ear par a rns fo r c u s t 0 rre r s aMlrshaCol1 ierQ7: Wen searching for cust orrer service assist ance, (]) 0 gl e, Yo u Tu be, Bin g, 0 n lin e fo rum ina n y par tic u I a cust ser v aMlrcio Sait 0 IOn't say. "Can }Ou cont act rre via errail?' You shoul ( cust orrer GUS' se rscr m affilrandon 3CSII\bt a chance@jRay iebS30rryt 0 int erj ect a Q Can Sc Cu s t 0 rre r Se r vic e be aut 0 rra ted ? ( s 0 rre a n a I }S t s bel i cust ser v ajnrredwards @j ay iebJhat depends on what }Ou rrean byaut orrat e sel f- ser vi ce cust orrer suppor taut orrat ed (i e sear ct answers)&LiSt serv a BlI: e ph e n b a u gh @j a y i e b sea u t 0 rra t ion ... I see t hat as" s elf he I p s e r vi cee'ustt se r v a Ml r s h a Co lie r@obo)€s lQ_ I sen t a s e r i e s 0 f "p 0 s t a I " 1M; t 0 a bra n Th e y c a I led rre t his GO 5 n isre~ Vf: a ifo j 0 san @4l r s h a Co I I iAYr. 1st art wi t h the c us t 0 rre r fo rums an fo rums be fo r ere a chi n 9 0 u t tot e cdus~cae r II u p P 0 r t # a jn rre d wa r d s @j a y i e bin wh i c h cas e , ~ sit can. 0, i f }Ourrea n fu I ass i s tan t ' ... I' m ~ t t 0 see i t use d cc~s1t Ise r9li n gl e gc a tru s t Se r va e e t @ rh e C?gU y re I loa n d we I co rre! (CCBJIs ~ V# a ao r d s rrt t hwesSifn@/l3.rshaCol1 ioo.ct 11, reasonabl e par arret ers are pi @vanhanil t o n ihi n k }Ou need to set e xie ct at ions or rrore pisseclustltserv ai'ml aAfshar The key t 0 soci al col I abor at ion is t 0 hurran i 2e t he aut orrat ion doesn' t cusc seirall: . # aKlovvl edgeBi sh@Q ay i e b s t he quest ion is comrmn, not cust om, and a knovvn FAQ then Gast gerv aMlrkOI an 07: I personal I yst art wit h (])~s::I: brr\Oocial # assi st ance ... don't real I y use a n y hi ng el se, but amvan hani I t on@4lr shaCol I il'elr I go on t hei r websi t e i fcws:t rBe1rkv they well. Ifnot, Ipingon Twitter because Iknowtheyc a 6b e n n Irbit r i x A7: H r s t I 0 0 k fo r Su p p 0 r t sit e > Fa rums >cTwi tt 5 ee IV > ( aaurbercl evel arA\ll. II ook for svc cont act info on receipt or produc the rei fica n' cuSitnsle ri 11 # atrust Ser va eet@"oj osarHi, Tod<tllst ser v a mn o che PO: depends on pi at for m, but for Twi t t er wi t hi n rn r 2 hour ~utSt sertvhose ar e t he goal s a~ist inl\ehl s @Mucio SaitWat' s the appropriat e et iquet t e if t hi t a ken t 0 apr i vat ec I!I1Std s e IIIl'it # affilrandon 3CSI @4lrshaColl iTEfn.Jthis rrost ppl go to ent husiast fo r i fr 0 m pee r s , not co rrp any. Co rrp ani e s ben e fi t by h e I pin

r

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cust ser v ajnrredwards @t ephenbau@lj ay iebS'ep, co rrpl et el yagree. Pract ica e ffe c t i ve c u s t 0 rre r s e r vic e * nee d s * a d e gr e e 0 f aut 0 I cust ser v atiegOt bach This R@lal aAfsharThe keyt 0 social coil aborat ion is t he busi ness - aut o rra t ion dcO:usrHSellu that. # a ni a Y i e b s @ t e ph e n b a u §h I ami n a gr e e rre nt, }Ou wo u I d not bel i E bat ties at a cer t ai n a n a l js t conf I astuSlteser#bi te a tru s t Se r v a e e t @r! e n n lIbi t r iHe I I 0 e n nan d wed ust r# aMlr kO I an @Br andon 3C~u t hi n k eUD5?t#Serv a rYe a sur e CP Bee n ups i n e 2 a m 1.0 v i n 9 the con v 0 . But rru S t s lee p wakes up agai n #Wi I I i ever seLE&l~itn # a EJB t nigh t fo 0 d i leTs@ n 0 c he PO: d e pen d son p I at fo r m, but fo r TWi t t e r and FB Wi t h i n 2 tmSJlr s eftv h 0 sea ret h e go a I s ai'ml aAfshar W can del i ver pr e e rrpt i ve (pr oact i ve) cust orrer ser soc i a I 'J. i c san d aut 0 rra ted u SIb rsleft VJ w. # a Ml r s h a Co I lie r@v a n h a ni I t 10 It! ere s tin 9 p I an. TWi t t e r i s fa r ITO rei r vi a websi t e usual I y takes a d a:;ust se'flf()'.. boo # a fBI: arb u c k slave RT @ una 'f1 a t A key asp e c t 0 f $:G)lsit s e I#\s h 0 u r s 0 f s e r vic E a 01 soc i a I - 9 t 0 5 doe s n 't a I wa}S fl Y. Bet ran spa r e a c cor din gl y atnrishoft het r@jeay i e b sut o rra t EBdsftseroan be a disast er. lei aje d fl " Th a n k s fo r }Ou r pat i e n c e" X 100 i nth e air lin e fe e d an ger . hah a jn n 0 c h e @4l r k 0 I a ragr e ec t ser v a mv an h a ni Ion @4lr s h a Co I I i f-dDrp pin 9 0 nth e t r a in, but I' I I try t0k phone!clilst serv a tru s t Se r v a e e t @ at nigh t fo 0 <fi> e sI eve n i n 9 and t han k s fo r s top pin 9 b: cust ser v atIDcciWit er @and'>!! ro<@Best BL@.t t uver-seYou Will definit el yappr t his 0 n go i n 9 challis tOSle.l#v a BlI: e ph e n b a u gh @ rre d wa r d t rue t hat's wh @!re'Plkov:e- )c t ser v a Ml r s h a Co I lie r@v a n h a ni I t 1trn n k s fo r s top PI o LRg Is~ r # amachel I ouni I rTe e fbi e of Consi st ency i n Pr ofessi onal Suppor t : Corr Skil hEt p:llt .co/lifo<rtBCdJi!ttt serv ai'ml aAfshar The best use of aut o rra t ion in cust orrer ser vi ces - ( t 0 bol st er e e cut i olauselselti\A: y. # affilrandon 3CSI Absol ut el y. Check out I eaders of ho bby s t lent hu s i a s car s, co rrp ute r@4l r IirO I a @ ran don 3 C~ u t h ink so? # cust ser v ani ay iebs I\bt that a n jo n e here does it ('course not) but do i nfl uence i rrpa ct s ser vi ce CDlJs$osell.lv!h # atrust Ser va eet@lIfan hani I t 1Bi<e car e 6tSllst tser v ahrl\lllrkBernhartIDtt when direct -t o-owner,@Ilh.kehaUosJ ileir: @ van h a ni I t .Q n Eim i I v i a we b sit e u sua I I Y t a k e sad a #cust se r v a rnn oche @4lr s haCo I I @*rt hSk I atr hat i s e)6ct~o rt does, open and cl osi ng tweet s aKtdsll~Cll.tved bi 0 # aMlrcio Sait 0 <&ist inl\ehl se an t that CRVls}St errs shoul d give }Ou address so}ou can cont act direct I y w t hout ask i nc

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cust ser v aMHshaCol1 ierNce to see rranners rrent@(1~cmd@i8Bisho'JN.en a cust orrer cho o s easa ger vhan n el , it's not pol it e t 0 atnwee i ay RT~egOt baclvi@lal aAfsharThe keyt 0 social coil abor is to hurra n i ze t he business - aut orrat iQusdlcSerilVt d: aaurber cl evel ar1Ra3 r ego r t bacTtli s F@'al aAfsharThe @ key t 0 soci al col I abor at ion is to hurrani 2e the busi ness - aut OITE #Cust Se r v afi'.ust Serv(]eet@rwee i a1hanks for st opping:~ttsle:rollat aMlrshaCol I ier@nocheThat 's good t ocUcstoset'tv a sa n che z b RT @regort badlhlis F@'al aAfsharThe keyt 0 social col I abor at ion is to hurrani 2e the busi ness - aut OITE #Cust Se r v atnrishoft het r@ffitanhanil @MnrshaColllielO@<t he last t irre each pi c was updat edcwst#Se.rVlin' t tweet Ifol low br and that' i n t e r act i n g. aMlrshaCol1 ierlast call: 07: Wen searching for assist ance, do ~u YouTube, Bing, onl ine forum in a n y p a cuatc ee av order ai'ml aAfshar FiJt ure cont act I l fe cjcl e work-fl owvvill be infl uence i nfl uenceusttserv aMlrkOI an @Brandon 3C31 hose cases, ~s, but for rrost brands, peopl e woul d just sear ch for t he corrpanyon Tvvit t e cust ser v ajnrredwards RT@t ephenbaul@:rredwardt rue that's wh@lre\8.lkove : - ) cas t se r v affilrandon 3CSI Effect ive cust orrer service PRlRLWIal1 ows seam ess t r c u s t 0 rre r co rrp I a i n t fr 0 m soc i a Ito 0 the r wh e nne c e ~ cust ser v afi'.ust Serv(]eet@locciWit eThanks for t he pi ug, 0It:rstlsetv# afi'.ust Serv(]eetRfr@lllrshaColl i~rc:e 0 see rranners rrent ioned RT @(I 0 wi edge B ish 0 )Dt.e a c u s t 0 rre r c h 0 O@l!!st Sa # v n channel, it'snot politetochangeit. a Ml r c i 0 Sa ito @j a'i i e b Ii k e a I co h 0 0 I, aut 0 rra t ion i s per fe c t I Y fi n e rroderat iCDlllst#Serv a rnr rre W r 747 RT @ a I a a fs h a nl:l eke y t 0 soc i a I col I abo rat ion is t 0 bus i n e s s - aut 0 rra t ion doe s:nI'stt se<D vt hat . # a rn n c h e lj b @r e go r t b a@'a I a Afs h a r" So cia I rre d i a i s abo u t soc i a I s ( not t echno@i>gta:nSolhitst p:llt .co/aMClISltWrerv a Ml r s h a Co I lie r@ r ish 0 ft he t I r i c ted t hat a ~ a ran d a h a I f a go . peopl e woul d react daiscl:tsewaw # afi'.ust Serv(]eet@rrrrewr741-li, tori - t hanks for st o~tl§EDyllbctte!# a H£Co n sui t s A7: Ius e (]) 0 gl e. lJ1 fo r tun ate I 1, rro reo ft e nth ann 0t the rrost di r ect rout e tot tmIsat1SBlleV I need # afBet hSkl ar @Illr shaCol I illHve oft en st ar t ed at t heciustoS'er,websi t it's i rrp o s s i bl e to get a hurran when u need one. a t:m e gO t b a c h Th a n k s fo r the rrul tip I eRrs but the rra gi c quo t e c a @fa I a Afs h a r «tus t Se r v a rra v e rra n jim @Ill r s h a Co I I hem d 0 r we b sit e fi r s t , I 0 0 k fo r e rra i I a n cust se rso ci a l rredia I ast as a rant a ffilran don 3 CSI @Ill r k 0 I a rlf it' s a b r 0 ken t 0 a s t e r, I a gr e e . I a Iso t

ra-deEd

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lea v e co rrp any 0 u t , gr eat 0 p p t 0 ge t txa.ffi<I: se r wi a fo r alm8t r Social Support needs est abl ished (and accept ed) e wi t hi n t he busi ness t 0 becuatcees sful . # aMlrshaCol ierYou bet! @l(rcio Sait Id>ke al cohol, aut orrat ion is per used in rroder atLisinse#v aKlowi edgeBish@)1iushaColl i(i)ogl e if possibl e, Twit t er if needed, br websi t e if I rrus t an d phon e if I' I0lislJ&mJed. # a mr rre \€ r 747 RT @ n 0 wi edge b ish 0ll0a k soc i cOusit Se r vs C. Y. Abu t s t ron pro gr a ITS are "Se e ~ u t h r 0 u gh. " aMlrkOI an @j ay i e ba av e ~u seen Conversocial ?is t hat what 'f. at ?cItIst se r v ajnrredwards @Brandon 3CSbve it. If an org hasCCBJlSteSmvod/1, t her e' s not hi ng to st op them bl endi ng channel s si cust ser v ahrl\lllrkBernharlM7t Usual I ygo to corrpanywebsit e first, for FAQI£ - r (]) 0 gl e sea r c h . Th e n I 00 k fo r Twi t t mrs,t 00 k. # atDaraPosey @vanhanil t@nrshacoll ver y t rue, rranycorrpanies r e s: bet t er t 0 Twi t t er than errai I or cast sce:t v us r eque a mn o che A6: ~s and t ryt 0 keep it t here for ot hers to see the n co n v 0 go e s r:aLis1asEB" VI aMlrshaCol ier@(Jowi edgeBisha:piWWV phone! Tirre s(i;u5t!~rv atnwee jay Effect iVECutSt se rbs based on act ual one-on-one int er, rre e tin 9 any nee d sur c u s t 0 rre r rra y h a v e ina n e ffi c i e r rranner a sa n che z b Mr @randon 3ctifect i veust ser~all ows seam ess t ran sit ion 0 f c u s t 0 rre r co rrp I a i n t fr 0 m soc i a Ito 0t #cust se r v a st ephenbaugh@anche?j b s not t he aut 0 bit rreant to be about m s c a I a b Ie, not abo u t rra kin 9 i t c uatt &B lUI{ abo t ? # a B1.l n a \fl at @j a y i e bee k s ... not sur e. I t hi n k t h asu'6cIJ.l se:ri\G f soc i ( about real int eract ions wit h real peopl e, in real affilrandon 3CSI Corrpanies tend to be bet t er on social bc t he ager for new effort. ~ans bet t er t rainingfusblSerlvigh pre aMlrshaCol ier@wee i a<¥1e on one is al wa'f3 i rrp eus taae r v n # ajnnoche RT@.rrbercl evel aA5::L F€spond as quickl yas possibl e, I i rrp o r t ant I ypost t he hours t he channel is rronit or i n cl t i rre ;cuns::l: !te r v arnt t I ewp A7: Twi t t er, websi t e, fb and then cr yin fr ust rat i 01 (]) 0 gl e oust se r v a Ml r c i 0 Sa ito An ~ nee >p e r i rre n tin 9 wi t h SkqjDst a!m milia nne I ? ani ay i ebs @,ilr kO I an-lear d of them, not st ud i ed in d et ai I. 1Va~ take a cl o s e rcusd ose r e a fi'.u s t Se r v (] e e t Rf r @ ttl e Wfi: Twit t e r, we b sit e, fb and the ncr yin f rreekl y look on (])CCl.gktesEirv atm egO t bach AS: Thi s week - rrany cl i ent s st i I like per sonal at iss u e s .Cu!tt Se r v a 1m 8t r AS - Ye s t e r day, wi t h Si r ius)M and hey we r e fa s t , and cust ser v a Iil a n k EI i a son @,il r k 0 I a 1$ 0 r r y I ni s ~ t #s e rVlil a twas the dis c u s s ion about?

muoo

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RT@/I3.rkQI anA6: ts e the sarre channel to respond as custorrer did. Playon their terrrs. I\,t)ve to another rra k e s rror e seraust#Ser v aMlrkQI an Q3: I use phone depending on t he brand; i.e., for ny i n t ern e t pro v ide r, and uti lit i e s , Ictls::tns:e It va use p a tn ve l '#J /l8 O\1...Y to find out when nycabl e service woul d be ba coul d get i nt er net castESl5l'"'l-) # aMlrshaCol ier@/l3.rcio SaitYes, I used Sk~ e x ensivel ywit h a huge b r ecornrrend it in ny books. Vir ks 6iiAT mr Vf: ani ay i ebs RT @una'flat I: t hi nk t he val uecostsSl(e:ti~ a/bout real i n t era c t ion s wi t h rea I p e 0 pie, i 0 use 25 r tv i rre! I a gr e affirrandon 3CSI That woul d force social cust agent s to not wear pj @4l r c i 0 Sa i t Rln ~ nee >p e r i rre n tin 9 wi t h SIc~ s e rat # chan n el 6\.J$t ser v a st ephenbaugh@4lrshaColl iier's funny. 10+ ~ars ago I priorit i zed a wo u I d use e rra ii, not I p rio r i t i 2e 0 ~BS t Set v wi I ph ( aMlrkQI an @tanka l a s oah, t here ~u are Ffank ... conversat ion v t he st uff ~u love .c.u.s30searlv # atrust Ser va eet@jran k a i a s ofn s o ccas t :$er:~ atiegQt bach Yes & find ot hers wit h sarr@dnp!1 eMlRfTwit t er, we b sit e, fb and the ncr yin fr u s t rat ion and rre e k I Y Cust Ser v a6bennirbit rix @4lrcio Saitv&s use our own (])To~et ing for a I ive Com Chat that cust orrer scan j oi n a ruusasae que s t ions # aMlr shaCol I i erRT @Cust SeOveet eQ3: Wen was t he last t i rre ~u (per use d ph 0 n e fo r c u s t 0 rre r s e r vic e iss u e s ? amobi n rrccu /l8 abo u t 5 h 0 u r so wgo si! r v @t an k a i a s Oil An ~ n e car e t 0 s u rrrra r i 2e fo r Ff an k - U1 , ani ay iebs Cu s t 0 rre r s e r vic e i s i rrp 0 r tan t ( b D5M: WiEr hat ~ # aim 8t r @4l r c i 0 Sa i t I'ov e use d Sk }P e fo r c us t 0 rre r s e r vic e fo r 'J. Oter seas cust orrer s love it - but pl casst cse rod d h o ur a Ml r s h a Co lie r@Bt a I kiln t 0 day s wo rid, are n 't we a I I try n 9 toe #cust se r v a E1urb e r c I eve I a 1M. Ye s t e r day. .. but co. i son e a s t co as t sot hey we t r i ed t 0 cal I adus2psef'V # aMlrcio Sait 0 @"Brshacolll'eflB never seen it 41fS\psre1" tiut it soun I ike a gr eat 0 pt ion tot ran sit ion fr 0 m t e x - vi de 0 a tru s t Se r va e et @o bi n rrccuTh e GlZ2i i s he r e! (be ve rage br e adq)stZ25i9I1'CYS! a EJB n c he lj b @ t e ph e n b a u ~u 5 t 5 e r Iva s t 0 be s c a I e a b I e & rep I i cab I aMlr shaCol I i er@r8t f ve found I eavi ng Sk}pe open over ni ght for t e x works verywell during unat @A!rndieCIl $IDllJr.ust serv aMlrcio Sait 0 @r8t rYes, I use Sk}pe e x ensivel 1, bunrsn ese r je t in # a ni a y i e b s /l8 : Ph 0 n e iss til I the rra j 0 r i t Y c han n e I c 1:1 5 t Bee vi t a Ml r s h a Co I lie r@4lr c i 0 Sa i t TIDu t h bet 0 I d, e Bay use d i t ( wh e nth ey I gr eat for s rra l liz 0 an swer quest iCCl.l'&tser 11he spot aMlrkQI an @j a y i e b she i ron i c t h i n 9 i s the CEO i s n 't t hat res po n s i v e. . . s hoe rra k e r 's chi I d r en. . . gu e s she' sse I ga n gb u s t erg: u ~ t :$e r v alm8t r @4l r s h a Co I I iTEfue - i tis r I ike a wh i t e boa r d c u s t 0 rre #cust se r v ajnnoche

v

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Co rrp let ely a gr e e i f c u st. doe s n 't fe e I the y r be i n 9 e fto r t s @III. r s h a Co I I i@Jre 0 non e i s a I wa 'f3 i rrp 0 r tan t cust ser v amobinrrccu @Cust SeOveet elfti sssSSSSIIPP!dwttt ser v abet t ervideo Q3. @Ie r i 2D n Wr e I e $1sa tau gh t s rre t 0 PJJIt:(S use ph 0 n e wi them Wb chat & twit t er st aft I\B/ffi have aut hor it Y 1 cust ser v abTiandshel t offerrerrber: qual it yservice has it s root sin t he cui t o r ga n i zat ion, not the too I sus e d@t cmn IIIill i ia\SEDmtn t . F cust ser v a st ephenbaughRT@riandshel tRelfllErrber: qual it yservice has it s roo cui t ure of an organizat ion, not the tool s used to @i" an kEI i asorrItYust ser v afn a n k B iason SocialCUfst se rbs onl ynecessarydue t ousa asesr e t # fa i I u res. Co rrp ani e s rnus t fi x vvh at i s b r 0 ken . IVai n I cui t ur e atrust Serv(]eet@et t ervidflie,oMchael - think I rri s s e d cjeat s er v i e r . a sa n che z b /l8 IVade acisst s e rivi qui r y vi a t he phone t oday& rec'd w/request ed info wit hin 5 nins via errnilcus'fVseeu for atnwee jay RT@r8t @/llrcio Saitl'ove used Sk}pe for cust orrer servi ~ar s. Oter seas cust orrer s love it - but q:LJsctnsE!)l11V od ahrl\lllrkBernhar<a3t Wen was t he last t irre ~u (pe r s o n at I v used phc cust se rbs s ue s ? I atjegOt bach @et t ervi&ecDryt hought eh?The CSRs t hat are on t can't aeas.t se r v aH£Consul ts /l8: Used it ~st erdayfor banking. F€ceived e ce l l ent Ch a s e. .. vvh 0 don' t see m t 0 h a v eat wi t t e r pre sen c cust ser v ai'ml aAfshar 1'vPO/: rrobil e video engagerrent s, init iat ed bysocial be #2 co n tact 0 pt i 0 ncD~t2ae!j.v # atnrishoft het r@lB"shaCol1 ilek n e w one corrpanyguyt hat said he r e s p eve r 'J. h i n 9 v i a IJ)II be c a use h e did n 't wa nth i s fe edt c cust ser v aMlr shaCol I i erGB: Wat channel has been rrost successful for cust or iss u e s per son a I I Y 0 r 0 r ga n t i S>elraV I f. # atrust Serv(]eetRfr@lal aAfsharl\tPOl: rrobil e video engagerrent s, init iat soci al channel s, wi I I be #2 cont a ceuatpse ovi by 2015. atnhec?Quy #cust ser-v one of these d ajs I'm gonna rra k e t hi s chat atrust Serv(]eetRfr@/llrshaColl iW:: Wat channel has been rrost s ucce : cust orrer ser vi ce issues per son al I y or ~aseli'illA: i on a aMlrkOI an @i" a n k EI i a s owh i c h co rre s b a c k t 0 b u i I din 9 a Cu s t 0 rre r s t rat e gy and del i ve r i n 9 0 n b r 0 ken 0DI1Sil. rpll" 0 ni s e s :fj rs<e aMlr shaCol i e r@ r ish 0 ft he t I r cm:lley wi s h ~ u' dna rre n a rre s.. I' m wo r kin! a not her b 0 cdu st) 5 ii r v a Int t I ewp @ hec?Quylol !! 'Nul d love t 0 SCB1St~!Ii!VI # A9: The one that the cust ollCElstcSmulses # ani a~ iebs afIDcci Wi t er @Cust SeOveet e-r otrs t se r-v w pl easure! Thank ~u for t gr eat c hat . (]) 0 d nigh t . a tj egO t bach Phone - best wayt 0 convey"we're on it" is to s ay i @/llr shaCol I i 69:: 'Nat chan n el has been rrost succe s s f atnwee ay

ce

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cust ser v atrust Serv(]eet@rust I ikeklOO.€ilnl ent. The wayit s ho ucusn aeeen . # aMlrshaCol1 ier@j"ankEIiasocaorrpanycul t ure is t he kill er of t r a n s p: cust ser v ai'ml aAfshar 1'vPO/: 2-3 ninut e 'howt 0' videos will repl ace rraj or co n t e nd:ust#se r v aHb)At kinson Cont inue t he discussion on t oni~s'tsserOlpic in he 6change linkedln (]btq1 p:llt . col EkgYt 1..b aMlrcio Sait 0 @j ay iebJhat is probabl yaut onmustlse.r.v:o) # afn a n k B i ason I have hel ped thousands of Cust orrer s vi a soci al rred frust rat ed byeBlSstisC!!lr~d poor tool s. Farel ysocial pr efe r en ce atrust Serv(]eet@locciWit e~od night, Arrnra:dstlsfiHv akr st r A9 - Twit t er for us - bar a veryl arge rrargin. It is 1 e xie ct to find us onl ine dast$.Ep'pDrt. # a st ephenbaugh@4lrshaColl iAerTwit t er has been best for us to hear ve n tin g, but not act u a I I Y t a I kin 9 t 0 us. W can t t cust ser v atnrishoft het r~EegOt bac@>et t ervidf2lof wit h }Qu ... but the SIVIfol ks @/ZWuppor t t ot al I y have hust led t 0 hel p rre. Phone hoi d cus t ser v atrust Serv(]eet@et t ervi(l)e(!l)oo ... point s off?N:rlu!st);e#v ai:ampwndevicesPhoned nyweb host. 2 errail s. CI ient was down. Sorr Mr @(Jowl edgeBi Sh~H shaCol I i.er. phone if I'm fl UmTD)€C Cust Ser v affilrandon 3CSI Boarded rry pl ane. Thanks for all t he great chat ar a gr eat W d s & c h e c k 0 u t 0 u r co rrp@k~ ia.s:xltoi t rre dti a LBi cust ser v arnt t I ewp A9: Tal king to a real-I ive person on t he phone! Twi be s t uj t s e r v atrust Serv(]eetRfr@j"ankEI iasorh:have hel ped thousands of Cust orrers rred i a. I\t)st fr ust rat ed CI1s:t>fsBroog :(poor tool s. Far E soc i a lis pre fe r e n c e a 6b e n n Irbit r i x A9 : Ph 0 n e i s gr eat fo r 1 t 0 1 and Fe r u ITS fo r t 0 IVa r sai d I've had gr eat succe s scest seirtvt er # atm egO t bach @ r i shoft het'rfeadh& wi I I check t he eueutse re # a BlI: e ph e n b a u gh RT @ ttl e WJ®: Ta I kin 9 t 0 are a I - I i v e per son 0 nth e has been n e x bast setv atrust Serv(]eet~rrandon 3Csrhanks for coning - happy l cassn iseqsv # a sa n che z b Wul d b i nt er est i ng 2 co rrp ar e t i GBst rseSBteSpdDrillSElts t 0 soc i a lin qui r i e s fo r p p I wi high soc i a I I k lou t #s v a Ml r s h a Co I lie r@t e ph e n b a u ~ 's not a bad wa y top I u new c u s t 0 rre r s see them co rrpl ai n tot he ccnrsat siar bo n ;) # afn a n k B i ason Sharrel ess pi ug! Thi sis the t opi c of ny upconi ng boo @'ourServicitust serFVxt he core a H£Co n sui t s I' ve go t t 0 I e a v e a rn nut e ear I y. Th a n k s a s a I wa 'f3 f chat, ever ~I1St :fSer v ahrl\lllr kBer n h a r Ote a t ed user narre for that, for an upconi ng launch. @4l r c i 0 Sa i t Rln}Qnee >p e r i rre n tin 9 wi t h SIc~ s e rat # channel?

c

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~egOt ba ctbut t he phone agent s AREerrpowered. It's i nconsi st enci es acr oss channel s t hccllstllserfvust rat atiegOt bach @Brandon 3Cffiafe travel s - nicecta:S1taserW1tgl1t~u. atrust Servaeet@£Qonsul t Jake care--see ~u n e eust isre:r!v# amhappe +1 RT@tankH l a s o So ct a Cuat se rbs onl ynecessarydue 'J€ a r s 0 f fa i I u res. Co rrp ani e s mus t fi x vvh at' s b r 0 ken . corrpany cui t ur e aMlrshaCol ier@2mpvvndevicesl just can't d0u~l1&!eu:ftwa.}S seems to end wi t h a long wi nded sal es pi t ch. Boo aklheavey RT@/llrshaColl ierne nirrors the @jhae'l ii6bB"Dre oft en t han not , rea chi n 9 0 u ton soc i a lis a sign a I 0 f poe an ot her cha eusf sar v aMlrkOI an GB: Soccltlst serooul d benefit so rrnnyorg's because of t ran spa r e n c y i t pro v i @ea rJ ktiitt a SlCmla d, cui t u r emus t i fi )€ d fi r s t a st ephenbaugh @/llrshaCol I isrr true, done that to. Peopl e seem to I con t act the m aft e r rn d nigh t ny t i rre u'Sitt ste e III dis t ani ay iebs I\bt rreant to I ink spam, here is nyCil.rt ner 360 pr e s begins to share sorre of t hetrll!:s1e'c1r.crto/~kII.il serv atiegOt bach @et t ervi~CEed. R"ne I ine bet ween errpowered and E #cust se r v atnwee ay fuct 11, t one of cui t ur e est. fr o@,ilrimlctOmfb IdiCIM7l1R @t an k H i as ocaorrp any cui t u rei s the k i I I e r 0 f t ran s p. cust ser v aMlrcio Sait 0 @rnrrn.rkbernhar8lt\pe has crit ical rra s s and t he seam chat /voice/video/screen transit ions. Shoul d be rror cust ser v atrust Ser va eet@"appeHi, Rlchel - just wi ndi rxwsftos.ercU1ae # Hope we see ~ u n e x t i rre. Tu e s d a}S at 9 PM 8" / 6 PM PT a man k H i as 0 n IVbs t co rrp ani e son I y 0 ffe c usb <SiEB"~V dt shu t up the i r Cu s t 0 rre r, not fi x vvh a tis b r 0 ken a ni a Y i e b s Th a n k s a I I , t his top icc 0 u I d go 0 nan d c DSlt r Yll i t ~ u a Ml r s h a Co I lie r@t e ph e n b a u ~ rea d e r sse e m t 0 be i rrp res sed vvh e n I c t hem on PN( pi at for m Pet ual I y sia:ositem!r \!O... # a Ml r k 0 I a n @j a y i e b 8 0 t I ike the E'p a m I go t be fo r e. . . t his i s go cust ser v atrust Ser va eet@j ay i e bs N ght M tools~ fJer v aklheavey @rMu kBer n h a r na v e ~u used sk}pe for CS? I have not much about that euet )Ser Vf: aMlr shaCol i er@j ay i e btt 's a good one - we n@e~tkd ntsbllicbr the top i c t 0 mitg;lt s4t r v afBt i ck\C1 icky RT @tankH i asodVbst corrpani es onl y offEm.lstosell.tlvo# shu t u P the i r Cu s t 0 rre r, not fi x vvh a tis b r 0 ken a BlI: e ph e n b a u gh @4l r s h a Co I I iIetr h ink s 0 rre t i rre s the "s a I e s pit c h " i s soci al ser vi ceo It's about pr obi em r esol ut ion not Cust Ser v aaurbercl evel ar1Ra3 j ay iebsC€: @ The one that the cust OCClOlSt sBlDaYses ai'ml aAfshar 20B connect ed devices on the int ernet by2016 (Cil.r c han n e I wi I lin c Iud e d e vic e c (!tostJ rsie.Jav ion. # atnrishoft het r@tErcio Sa i t l oso r k for a video rressaging st art up, so

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awesorre t 0 be abl e t 0 use vi dec t 0 helq:us:ts~ewM ec 2012-03-211:59 atiegOt bach You're sol id - unt il ~u repl ace ~ur avat ar wit h a @j ay i e b~ t rre ant t 0 lin eusp aeu.v # 2012-03-211:59 aklheavey RT@rMI.rkBernharcO"eat ed usernarre for that, for an launch. @tII,rcio Sait JJt~ne e xie r i rre n t ing wit h Slqpe a cust seroilan n el ? 2012-03-211:59 aMlrcio Sait 0 Thank@cust se91r\eet @ri=I.rshaCol1 ifer host ing, and all par tic i pan c iss ti IS e#oil at fo r gr eat dis c u s s ion s . 2012-03-211:59 aMlrshaCol1 ier@>ut Cust o rre r s Ibe short answer is t o cusb lseafv the tweet s over I ast hour, or I wi I I post ar chi ve t om ht t p: I It. col Vb 9Gb Fa S 2012-03-211:59 afn a n k B iason Corrpanies have to r e co qn i za , rrnrket ing & pr no I o n c co rrp any rre s sage, Cu s t 0 rre r san d e rrp ICGlIJlC'te d YD # Se 2012-03-211:59 atnwee jay \NIl definit el ycheck@jtarokJlI ias-odlSharrel ess pi ug! Thi s is t he t opi c of ny upcor@'QgrtflieO"ivi citust serFVx t he co r e 2012-03-21 1: 59 aHb)At ki nson I\1t pi easur e "@/I3.r shaCc@j i3.~ri:ebtt 's a good one - we n tot h @bMt kin so rfior the top i c due n is;jllt v # 2012-03-211:59 a tn airpl ez RT@i"ankEIiasor$ociaCuiU se rbs onl ynecessarydue to: #cust serfui I ur es. Corrps rrus t fi x what's br oken. Mli n I cui t ur e 2012-03-211:59 a6bennirbit rix RT@i"ankEI iaso~orrpanies have to r e co qn i za , rrnrket in Ion ge r con t r 0 I the co rrp any rre s sage, Cu s t 0 rre r san d #Cust Se r v

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