Which Companies are Innovating in Customer Service? What do YOU Suggest?

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Tweet aifoby!\.let cal f RT @?ffre\(.Kngrnan: Tonight 9f#diist serahat opic: Wich Co s are Inn 0 vat i n gin Cu s t 0 rre r Se r vic e Wa t d 0 YOJ ~ #cust se r v a IB ffr e WI{ n grna n Co h 0 s tin 9 ton i gh t 's c hat fr 0 m be aut i fu I H she r rnan ' s Ff a n cis co - s 0 rre 0 n ere ni n d rre t 0 ge t SF So u r d 0 ugh fr @BoudinBak(#JCYlst serv aifoby!\.let cal f @? ffr e)lll{ n grna n ~ egO t b a cns o d eve n i n 9 geltclustl s e r v a IB ffr e WI{ n grna n PI e a set a k e a ITO rre n t t 0 gi ve u s ~ u r#di)'S'tpse E vo n fo r aifoby!\.let cal f @?ffr e)lll{ n grna n CiI. r y Ia n k 0 #cust se r v (])od evening Tobygreat to havE#qasttsR:rkvon atm egO t bach a ta l n Mic le n z e RT@bn~ufrnan Fbn~ufrnan: The ul t irnat e val ue dirrensic ht t p: I It. col XltciDgt/1ser:iA.Ger vi ce #ser vi cecul t ur e http:// t . col Elh k c ~ 0 a rrnr i sj schni dt I\bw on t 0 #get real chat on per sonttduslbrs:e:rdti ng and a ifo by !\.Ie t c a I f ~ egO t b a c hTha n k ~Nlc u s t s e r v a mffr e)lll{ngrnan AI so j oi n us (811 st r o n q) in ourhtlitnjge/d'itn. 9>blUl~hFB2F #cust se r v a ifo by !\.Ie t c a I f RT @? ffr e '}(.I{ n grna n: AI s 0 j 0 i nus (811 s t ron g) i n 0 u r li r gr oupl:!t t p: I It. col gA<l:qma ser v atmegOt bach HeII@bdtbgers@Bet h(]angerSa~ice to setlC]jDSJ!serv a d1. red FOr RT @s d a I t o$1:r e a son s ~ u nee d bet t e ron - lin e s e I fr@nt el I i r espbrb§IE//t . co/d@ml1tl>lserocr m #C)() #syrp12 affilet h(]anger~d eveni@@jegOt bac@)dtbgers #Cust serv a¢ti8 Hur et Hi AI #Oust ser v atm egO t bach (] eat t 0 see ~stnse@8 Hur et a¢tivant IDgi t al I ~i ng to at t e rrpt to be apar t of two #clJEtesEDh'll.t s 1 and #ge t rea I c hat alBffre)lll{ngrnan Tonight's chat is dedicat ed t 0 coura~tat I~I i fi : # B e vvb lu v r e co v e r i n 9 fr 0 m tro.u$ 5 ¥ r v a ffile t h (] an ge r S@v ant IDgi t a lYcbL:yrt we e t dec k 0 rho 0 t sui t e wi I I be fl ' #t weet chta:iust ser:tAget real chat a tm e gO t b a c h RT @? ffr e '}(.I{ n grna n: AI s 0 j 0 i nus (811 s t ron g) i n 0 u r li r gr 0 u pI:!t t p: I It. col !DI'Glal!2t s e r v @achel I ouni@j<i:¥bgers@SHuret good eveni ng n aifoby!\.let cal #cust se r v a@ionlTSM l\ew rol e as Probl em Mlnager and F€I ease Coordinat c age n c y. So rre say it' sac 0 n fl i c t 0 fin t ere s t s (r 0 I e s #Cust ser v

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~ffre'}(.l{ngman: Tonight's chat is dedicat ed t I a s e )€ rrp I i fi e @ b \t I e ~ e wb lu v r e co v e r i n 9 fr 0 m sur ge r y #cust se r v aMH shaCol I i erHeI Ittcust se!rv aKlovvl edgeBi shS"p@ effr e'>i ki ngmforli ght 's chat is dedi cat ed to cour e )€ rrp I i fi e d @>y tie ~ e wb lu v r e co v e r i n 9 fr 0 m sur ge r y #cust se r v atmegOt bach W will niss ~laISt serN enna @lit uret hinker1: ~ egO t b a c@l? d tb ge r s @B e t h (] an ge r Sa ~ I I 0 (] e g, ny bed t i rre h a v e a gr eat day aifoby IVet cal f ht t p:llt .co/riisYlfl:jgo a great wayt 0 fol #<WiS1psetvcip a IB ffr e)lll{ n gma n @,il r s h a Co I I iTffirer e' sou rot he r#au:s-thse t V. a¢tivant IDgit all @3et h(]angerSajrut h. It's going t C#dustasetllst . #ge t rea I c hat a IB ffr e)lll{ n gma n ~ e gO t b a c hTha n k 'yO s 0 ffi.l C h fo r h e I pin 9 ton i gh t u @,ilr shaCol I #eUlst ser v aifoby IVet cal (] eet i ngs fr or@lll!shaCol I @g1rovvledgeBi sh$ust serv a mr r e e v 0 Ha. v e Yo uSee n I au n c h e s a ffi I i ate ma r k e tin 9 soc i a I s I #cust se nv t p:llt .co/AlT1M2V atm egO t bach N ce t 0 have 'yOu@8t el k@i egO t baclT epl aces @lust Ser v(] ee@!>rAi ki n s o n on i ghft:cu~~ ser v Hi, gl ad I mad e i t #OllSt SEre it a aev e n t hman @e t h gr an ge r sOffr e'}(.l{ n gma n * b Ius h * Y a I I t han k 'yO ! u! alnt t I ewp #bewbl l.lIi'cust ser v a tm e gO t b a c h WI co rre! R@ eve nth ma rHi, gl a d I mad e i t #m.rs tt siEJre\J. aMlrshaCol1 ierSorryfor rry t ardyappearance! Tonight' topic: Wich Innovat ing in Cust orrer Service Wat do#O'Ul;ItE's~~ast? a mffr e\lll{n gman @ ttl e~w man y tweet chat s t OC#8~Strris2r!V aKlovvl edgeBish@?obyrret cc@M.rshaColl iCBeat to see 'yOu,#ccsyse)rv atmegOt bach (]eat to see 'yOu Heidi a@:jt lrrlis@BOlvlil edgeBishop #cust se r v alnt t I ewp @novvl edgebi sholplnk 'yOu, Tr i jtust!serv aMlrshaCol ierW've defined t he basic ingredient s for innovat ion, bas e don e a c h , the n t :jc ICJ)~ Be nivc atmegOt bach @kip7547(])od evening Skip. Wli 'yOu be JI(j)Dli>trs~'il11lt 0 alBffre)lll{ngman RT@,ilrshaColl i\"Mv:e defined t he basic ingredient s fOI i nnovat i on, quest ions wi I I be based on each, then #cust se r v atmegOt bach RT@IllrshaCol1 i\"M'Ye defined t he basic ingredient s f( i nnovat i on, quest ions wi I I be based on each, then #cust se r v a Int t I ewp @r ego r t ba<B'le n i n gtdust se r v aMlrdeMr " RJI e 1: Th e c us t 0 rre r i s a I wa 'f3 r i gh t . RJI e 2: If the wrong, re-read RJI e 1." Stftmjsecsrecrl.lvd a Ml r s h a Co lie rQ1: Wo are the "u n sun g" co rrp ani e s d 0 i n 9 a gr eat j 0I ser vi ctl&ust ser v aifoby IVet cal f A1 @D$: They use #Soci al wei I , and it is it cl ear down, the cust orrer is#ClIsfbrselrvt y a aev e n t hman ~egOt bachThanks! Can't wait for t #xn.i~1seEvconvo a otH i sis c h ni d t RT @Ill r s h a Co I I i ®t:: Wo are the "u n sun g" co rrp ani e s d 0

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job inc u s t 0 m#c Lm:i rse c v ? atmegOt bach TY4 I ending rre t he big s@~ kiOlSidrIiRT @AI. r s h a Co I I i ehr a n k s fo r the h e I @ e!!lfilJ!Qib II c la s official gr(#£Usstrserv a IB ffr e )lll{ n grra n Q1: Wo are the "u n sun g" co rrp ani e s d 0 i n 9 a gr eat 0I ser vi c'&ust sertAcust ser v @hrisj schni<lllld }Qu're her (#Cli:h;rtiserv atm egO t bach a Int t I ewp @ e ffr e \f kin glltj"" I~ how rra n y t 0 day. . .. rre b b e 3 ish ?? #cust se r v aifoby I'vtt cal @AI. r d e M r Th e c u s t 0 rre r i s not a I wa 'f3 r i gh t , }Qu rra k e they ar 'cost ser v arri ke nunes RT @? ffr e \(.K n grra n: Q1: Wo are the "u n sun g" co rrp ani e s ( gr eat j ob in cust om#cLm:irseGM:'Ust ser v a rna vepeck RT @AI. r s h a Co I I i \"M' )J e d e fi ned the bas i c i n gr e die n t s f( i nnovat i on, quest ions wi I I be based on each, then #cust se r v at(] owl edgeBishS"p@M<en: 6ter}Qne rrus t wal k the wal k when it corres custorrer service, either to e x e r n a l 'cust11serlllal a ifo by I'vt t ca I f @AI. r s h a Co I I tierffr e WI{ n grra n A1 @'Q$ #cust se r v aifoby I'vtt cal f @i ke n un e as o d eveni ng l'vfIicBst serv a rrnr i sj schni dt ~ egO t b acfvo u' r e wei corre. I'm not qui t e an al I -st t he 40 rran r ost er. (basebci1cl.lst ESferYence) a to v e l yu A1 The unsung corrpani es ar e those that ar en' t get 1 soc i a I rre <:Mauls s e r v t aMlr shaCol i er@"oby I'vtt ca l Pl ease el abor at@'CBbot#Cust ser v a Kt t e Nl sse r Th e "u n sun g" co rrp ani e s gi v i n 9 gr 8 s e r vic ear e tho s e cust orrer is t he reason for t urning :j(C1Usthm~'lDpen" s a tm egO t b a c h (] ad }Qu' r e her e Sh e p#q;w:i tn s e Ilv his eve @ pq, n at(] owl ed ge B is h®lJ ego r t ba@1t t I eVf:1su too, <Jaag;t se r v aifoby I'vtt cal f ~t eNlsserGod eveni ng - weltml.rs:tnserv arrike nunes ~egOt bac@"obyl'vtt cal fThank }Qu, and it's good to bot h he#m.Lst ser v aMlrshaCol1 ierYes! R@$t eNlsser"unsung" corrpanies giving gr8 s e r vi cr tho set hat bel i eve c u s t 0 rre r i s rea son fo r t urn i n #cust se r v atm egO t bach Hel 10 ladi es and we@[tlIH:re¥J.! ~t eNlsse#Cust serv a Int t I ewp RT@ovel yA1 The unsung corrpanies are those t hat a cal I ed out i n soci#il:k.Jstl1::&eir~ut bei ng appl auded!! aMlr shaCol i erF€rrember #cust se rve ' r e not tal ki ng "soci al " but cus ara t eNlsser Lh sun 9 co rrp ani e s gi v i n 9 gr 8 s e r vic e h a v eat rue cui t a to do list on how to gr eQICusthsse.:ust orrer. aotHisj schnidtl think a lot of I it t I e/rredium local #mI1Slbas-eire\S are because t heyhave to. Big ones don't, but shoul d. a¢ti8Huret W h ear ITO s tab 0 u t tho s e wh 0 fa i I t han tho s e wh 0 a #cust ser v i ke a n y hi ng el se. aifoby I'vtt cal f @Al.rshaCol I iCBeat on t he phone, e xie e d e xie ct at i o n s is fr i en d I Y an d er#gau~tn~er v a¢tivant IDgit all ~1. IVanycorrpanies do a great job, but sorre tops (s @lappos @B 0 i n g<@'Bmrncher an @'I gr e e n gj:cust se r v a ifo by I'vt t c a I f @AI. r s h a Co I I ipar t 2 - I did not h a v e apr 0 b I e m t 0 fi : gr eat

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s e r vice wa s so go 0 d fr 0 m s t #cdlstt ge rfivn ish. ara t eNlsser large unsung corrpanies giving gr8 service scal e up t ~ not through pro#elCJls1rserv a otH i s j s c h ni d t @,v ant IDgi t a I ! ~s t @B~ql> 0 s the 0 the r day bas e don tI per cept itb:lOIst ser v aKlovvl edgeBish@ffre\lll{ngrnan Anot her corrpanywit hat ot al connit rr per sontAdust seri\@800CDrJLN< aifahiraCreat e sr ut h@ijsen: 6ter~ne rrus t wal k the wal k when it COl rrodel i ng cust orrer ser vi ce, t 0 e x er nal or i nt er na #eust se r v aoodtbgers RT @/llrshaCol I i®t:: Wo are t he "unsung" corrpanies do gr eat job inc u s t 0 mite Lm:i r I:v ? alTl?i3.yert Tough#eust sertvopic t onit e Wich Co's are Innovat i ni Ser vi ce Wat do YOJ Sugge@il.l!'SlhaCol I i er ara t eNlsser Invol ved in chat .. pi s. e cus e high vol urre tweet s( #eust se r v a Ere v e nth rnan A1 It can be a n ~ n e wh 0' s go i n 9 the e x rani Ie.. doe bi 9 br anttbust ser v af!!\egen d a ~ egO t bactgood even i~st ser v a Ml r s h a Co lie rlVanyc 0 rrp ani e s I ike I\e we gg? liB e an? I() his & Q/C are rre r in t hi s ~ar' s TtlpuS() selr~ I\FFht t p: I It. col Jkuzq sv a Kt t e Nl sse r RT @ eve nth rna rAj It can be a n ~ n e wh 0 s go i n 9 the ex r doesnt have to be t#<g..Ist ae d s aMlr shaCol I i er@event hrraba ct I y - rredi um busitll<B.JB:teserv a ¢tivant IDgi t a I I ~1. ~ t B I u a n <@M d 0 apr e tty go 0 d job ins 0 cia I c L s e r vic e i nth e air lin e #ooSJIs 5 e Iy,v a Iso. atiegOt bach Wat a nice surprise - WI~hcRf: ~egOt bach good even i I#gust ser v aMlrshaCol I ierRT @myert : Tougl'#eust sertvopic t onit e 'Nich Co's are Inn 0 vat i n gin Cu s t 0 rre r Se r vic e Wa t d 0 YOJ Su gge s t ?, @/llr shaCol I i er a aev e n t hrnan RT ~t eNlsserlnvol ved in chat .. pi s. e cus e hi gh vol on ny s t r etimst se r v a¢tivant IDgit all @hrisj schniAlhtd how has ~ur e xie r i e n ce been thus far #eust se r v a@ionlTSIVI A1:@W3CE t he y v e been fast and responsive to wee cust orrers to sol#atlsbserv aMlrshaCol ier@,vant IDgit alYe~, the airl ine indust ryis forced to v #eust se r v arnffre)lll{ngrnan Q2 In what waydo these "unsung heroes" of cust orrer out and ~st setluust serv aoilrisj schnidt@,vant IDgit a+awe n "t needed anyhel p, but I have to d i ffe r en t s i 2e#GtJ~ es.er v aMlr shaCol I i er(])i ng by F€t ai I Feder ailei.Jstl seir8l"@\Cst y ecann6»'O I wo u I d a gr e e wi t h don 0 t s hop at the 0 the r s soc a n e xie r i e n ce aMlrshaCol I ierRT ~ffre'}(.l{ngrnan: Q2 In what waydo hese "unsung he r i cu s t 0 rre r s e r vice s tan d o#tustns:le l¥\UIlJSt se r v aifobylVet cal f A1 -@.Bean &@'eri2Dnhave al wa'f3 done right byrre as v #eust se r v

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H r st t i rre & e xii ~e!bORr bachWat ani ce sur pr i se WI corre! ~enda: @egOt bactgood eveni ng! #cust se r v a act ion I'm rn ssi ng t he#fmmsti rse rbut that doesn't rrean ~u he j ay Pa r k ~ u r t we e tin 9 be h i n d r i gh t the rea n den joy. ani ke nunes A1) MOR Chi I d Suppor t Iilfor cerrent IDvllm.iSltn$etiiBei r irrpeccabl e. @,ilrshaCol I i"atmsung" corrpani es doi ng a gr eat job ar a ITI?i3. 'Ie r t I 0 c a I biz I h a v e#a.us::tds e r v a ¢tiv ant IDgi t al 11f2.. Sorre corrpani es st and out because of response ti because of e x raordinaryqual itt¢astrsepvnse. a IB ffr e ~I{ n grra n @WJgen d a WI co rre #q:ust se r v a IB ffr e ~I{ n grra n @,ct ion j'a¥J are awe s o nscust serv ara t eNlsser Lh sun 9 her 0 e s are let tin 9 c u s t 0 rre r s fe e d b a c kin nov #cust se r v a tj egO t bach @,ct ion j (ifJat t 0 see ~u J3.y - s@lLisitn$J?r jq(]i~ret er @b\At kin so rtJ 0 n i gh#custt se r v ~ egO t bac@"ahi r aCr eat eQad t 0 be#dusrteser v a mgb rod y RT ~ t e Nl sse r U1 sun 9 her 0 e s are let tin 9 c u s t 0 rre r s f inn ovat e t hei r #sestvsOO".v a ¢tiv ant IDgi t a I I @ h r i s j s c h n@ttpp 0 sis gr eat fo r ret urn s . Th e n a i led #cust se r v a ifo by IVe t c a I A2 - Ff 0 m top t 0 @1m t o@.B e a n @Ie r i 2Dn - i t wa. sea s y t 0 ge tan s we r san d p r ~usrtl see at . a Mege n d a Th a n k ~ u! @r e ffr e}{ kin g~e n d a WI co rre :) #cust se r v a K10 wi edge B ish ~ n a co rrp any ge t s the i r #s c r m d a tau n d e r con t r 0 I offer per s o n aecuse s e rivi cr eases. a K10 wi edge B ish Sf> ~ t e Nl sse r U1 sun 9 her 0 e s are let tin 9 c u s t 0 rre r s f inn ovat e t hei r #sestvsOO".v atjegOt bach Tirre to dri#£uspser-V:@.vant IDgit aselliyd the "Z" word #alPpOS aMlrshaCol1 ierl'mafra@i/ant IDgit aselliyd #alPpOS - fIItfUsitaserdlrinking garre aotHisj schnidt@"obylVet cal f vo ul d agree. I've enj o je d being a cust 0 @eri2Dn#cust serv a tnt t I ewp @¥lgenda Hey .e a n et t e!! (] eat t treus::l:es~llI! ! a¢ti8Huret RT @ eve nth rra rAJ ~ t e Nl sse r In v 0 I v e din c hat .. pis. I high v 0 I u rre t we e t son ~as tr se.mI a Ml r s h a Co lie r@(J0 wi edge B ish cffa Y vvh at? #s C#aus t s e r v a Ml r s h a Co lie r@t tie \fi¥e n bet t e r s e e#m.g; ~ rv a rra gi s t err ex RT @Ill r s h a Co I I i ~ m a fr @Q ant IDgi t a selliyd #al PP 0 s - 0 ffi c i ( #cust serdlrinking garre <=JJst arrived. IDd Iniss anyr aMlr shaCol I i er@m'ler t local? that's t he n e x #<Q,l5isselO'fl ;) a ifo by IVe t c a I f A2 @D$ @.B e ant a k est e p sup fr 0 n t t 0 fo res e e and pr obi errs befor e t he~bB~p~IQH v a¢ti8Huret RT @Ill r s h a Co I I i ~ m a fr @Q ant IDgi t a selliyd #al PP 0 s - 0 ffi c i ( #cust serdlr i nki ng garre @r ego r t bacHey (] e~cust se r v a tn ve l \W A2 : It i s the e a s e 0 f vvh i c h ny pro b I e m has bee n res a a ITI?i3. 'Ie r t

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incl udes response t irre ~CC1u:stqset;,t y. aifoby!\.let cal f @hr i sj schni~$Wcust serv afbweet ieBerryRT@(1ovvl edgeBisho)Dt.en a corrpanyget s their #scrmdaj under cont r 01, t hei r abi lit y t treuBtesep(HarCHEil)lei~d ara t eNlsser OJt right t rust of t @eraiJs;li1dnier t rul ya hero. F€t ur a n y hi ng that is a pr obi em no mat t er how long ago #cust se r v atmegOt bach #Cust ser() ad ~u mad@1itt icst errex a¢tivant IDgit all @4lrshaColl ~regOt bactW didn't know! But we're de on board for a #Zappos drinking#tJel!lS&t s@rps ... aMlr shaCol I i erA t hank ~u, PJJIt:(S @Bt al kiA2. Fbi I ovvi ng up & t hanki n! YOJ !\.Ie a n s a lot . Th at the y TRLLY car e, !\Or jus t d 0 i n 9 t #cust se r v aMlr shaCol i er@\vant IDgi t ar~uy lIIeust ser v aMegen d a I\b , i tis gr eat t 0 see ~ u! f-b p e ~ u' red 0 i n 9 we I I @ ttl e@¥lgend a Hey .e a n et t e!! (] eat t treLEB:tes~llI! ! atm egO t bach @\vant IDgi t aFfloY1t of t he#Ci.Jse!se~v a@ionlTSM PI2.: t heydo the un e xie ct :j6lh~gsed\nd t heyfoll owup aft er r esol vi ng t he issue. aifoby!\.let cal ~ t e Nl sse ra gr e e@l n d s Efld has a I wa 'f3 don e we I by rre. #cust se r v aMlr shaCol i e r@"B gi s t err bJxce t 0 see ~ u , Ion 9 t #iaus t nSE IS'E e @"Br shacol I MH sha, than k ~u!! I I oo#.cucsrtVSB"rdv t 0 arnt t I ewp eve r y We k! Yo t@&ffr e WI{ n gma n d 0 a fa b job! ! a aev e n t hman @,ilr shaCol I ieBet it ud e is t he best atlctls1l: selle\( I'd sa ara t eNlsser The wor d her 0 rreans itt ouches t he hear t - not jL Rlppor t , trust, & gr 8 #peopl eski I I s cr eat e her oi c #cust se r v aMlr shaCol I i er@"oby!\.let cal~t eNlsserGod cal l@DmdsEfld #cust serv ara t eNlsser RT @event hma@tllr shaCol I ieBet it ude is t he best at say#cust ser v a In vel \til @ ttl e ~ and i e!! itcDSt s e r v atm egO t bach @\Cst y ecan n61eiat t 0 see#~taser\Ct1 corre! aMlr shaCol I i erlnt er est i ng that Oter st ock is on t he Nlt i onal F€t #cust serlvi st ht bqD: I It. col S'4TS4p5 a aev e n t hman PI2. I t hi nk t hose who st and out don't br ag about wi' s i rrp I Y d 0 wh at the y pro rtiicae; tt se rdto a otH i s j s c h ni d t I wo r kat I() hi' sri gh t#c u stw,s e:rhKl a huge d e a I the r e. \ ar e abl e to do pr et t y much a n y hi ng to make cust or a IB ffr e)lll{ n gma n RT @ eve nth ma ~ I t h ink tho s e wh 0 s tan d 0 u t don t what they do; they si rrpl y do what t t#Dp~t cseirge t 0 d aifoby!\.let cal RT @event hma~ I t hi nk t hose who st and out dont what they do; they si rrpl y do what t t#Dp~t cseirge t 0 d arnt t I ewp RT @event hma@tllr shaCol I ieBet it ude is t he best at t say#cust ser"'\fiact I 'I ! atm egO t bach I love it when ~u dot hat ~t ~t#9bBns;sealHT RT @event hma@tllr shaCol I ieBet it ude is t he best at tit #cust se r v a mffr e)lll{ngman +10 RT@event hma~ I hi nk t hose who st and out dor about what t heydo; t heysirrpl ydo what t heypronis

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#cust se r v aifahiraCreat e~al it yof response and respon~OA.EStESlSrliln..¥llldl y atauriFbt t rra~@,i=I.rshaColl i<atrerst ock has artmoS1l:gse!ru-) aMHshaCol1 ier@hrisj s chrrns o o : I<> hi s is in t he Top ten! Congrat s! ht t p:llt .co/k~serv anike nunes PI2.) MOR CSE6p1 ained t he answer rrv que s t ion and hov res 0 I v e it, e rra i I rre the fo r rns t 0 fax b a c k , I e sst h #cust se r v affiladAlinol1'.C RT@event hrra~ It hink t hose who st and out dont what they do; they si rrpl y do what t t#Dp~t cseirge t 0 d a t:m egO t b a c h @3. uri Fb t t rra ~ ~ 0 d eve n i n 9 la uri - IDdn 't see}O u com: t 0 have }OtilCBSt ser v affilobFbundt r eeMI. f-bw' bout a n jo n e who's just doi ng t hei r j ob as H uff doesn't rra t t er as much as#cDSltss2tr'lncy. .. a rrnr i sj schni dt @,ilr shaCol I i@1r I know. They ar e usual I y right behi nd I\b r d s t r 0 ni s. I\e v e r bee nth ere but I #la:elS t ~1O'fI t hi n ara t eNlsser Yes@(>hl sis del i ver i ng and coni ntkcGlIst $ervng. a IB ffr e WI{ n grra n @ ttl e ~ a vet 0 s ay jo u r "b 0 u n c e b a c k" i sarra 2i n g. A A #cust se r v a KI 0 wi edge B ish @E r s hac 0 I I Wffn "c u s t 0 rre r rei at ion s hip rrprrt " too I ~ soci al I~ust s e roa n "know who they ret al ki ng to" 01 channel. ami I quiseng @!pact l.earnirI\.4Jpl easure. AI wa'f3 want 0 share great fr on@ACal I Consulctnd }Ou: BecoitrGust Ser~ader http:// t . co / Cn 70 8 mZP af!!\egenda RT @event hrra~ I t hi nk t hose who st and out dont what they do; they si rrpl y do what t t#Dp~t cseirge t 0 d a KI 0 wi edge B ish sP @"a h ira Cr eat €il3>a lit y 0 f res po n sea n d res po n s i ve n e #cust s e rlvoja l t y aMlr shaCol I i erooct 11, it's not t he "wow' but @lartl:fbl.tnelr1laylee!ilm: "Ff uff doesn't rra t t er as much as#cDs1ssgrvncy.. ". aKlowi edgeBi shsp@event hrra~ I t hi nk t hose who st and out don't what they do; they si rrpl y do what t t#Dp~t cseirge t 0 d a afrra r com @""qt oddl\bt sur e abt that -#cus13.1sea:umHs hand led t ate a m? Th e logo' sea s i e r t 0 ID #ge t rea I c hat a mffr e)lll{n grran @i I I qui seltt:gt B i I #cu~t ser v a In vel \til @ h r i s j s c h ni Idl1a dan iss u e wi t h I() hi' s P h 0 n e c u s t s e r , d i ffe r en t c han n e Is, b r 0 ugh tit t 0 Twi t t e r, the y he #cust se r v aifoby IVet cal PI2. - t he best corrpanies provide e ce l l ent cust orrer st eps#ncust ser v ai'regasCil.1 B @hr i sj schnildtt hi#rG:wst s e rbs a huge deal at a I ot of c f-bw do }Ou st and out do these d ajs ? armcs t y ecanno@hrisj schn@jtrshaColl#eUlst se rre r d s t rom has cust om service down to a science Hand writ t en thank u no fab affilobFbundt r eeMI I'd much r at her have sorreone conci sel y & pol it el t han the wh 0 Ie, "Is the rea n 'J. hi n gel s e I rra y ass i s t #cust se r v a m a r i q ahrrad PI2.: Lhsung her oes don't boast about t hei r ski I I s.

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and pr ovi de ex:iaiuls~rsterall: al I st eps. aMlr shaCol I i er@(Jovvl edgeBi shdli>pe ~u' I I be ar ound for a I at er qUE cover s t hiltus;t) ser v ara t eNlsser RT @"oby ~t cal fA2 - t he best corrpanies provide e xie l cust orrer int eract l o n saus tase r e t eps apTosperit }gal @4lrshaColl i~EHI knc@"heBrandbuiIRS" asking on fa c e boo k t 0 day wh a t hap pen edt 0 fa c e boo k bra n d pagE #cust se r v a¢tivant IDgit all ~hl sis definit el ya top ret ail er fo@)oouss:torrEesser t 0 be wi t h t hei r 2417 TvviMcdls::l:rsl$[J}llpor t . armcs t y ecanno@;?vel \ill @hrisj s chnscust serTvvit t er is great wayt 0 ( wi t h corrpani es Wgrrnns handl ed sorret hi ng for rre whi I thestore a Ml r s h a Co I lie r@ r 0 s per i t }ga I. and wh a twas ~ u r r tecI.pD: nge!'?v a Ere v e nth rra n TRJE @"Ob Y ~ t c a I fA2 - the be s t co rrp ani e s pro v ide e )C cust orrer int eract l o n saus tase r e t eps a ¢tiSHuret PI2.: If ~ u h a vet 0 tel I p eo pie ~ u' red 0 i n 9 so rre t hi n pro b a b I Y 1#0u 5 t 5 e r v apr osper it }gal @4lr shaCol I i ar he y hi ret hese col lege ki d s who have I tool pouch and fol ks car i ng has gontlcDs1l: se me wi ndo a ifo b Y ~ t c a I f @. t e Nl sse rt han k ~ u fo r t #00 slID" e r v s a Ml r s h a Co I lie rQ3: Hav e ~ u fo u n don I y big bra n d s I e ad i n 9 the wa f. 0 busi nesses doi ng bet t er (ha#tcaJs:tnsed'{le)? a ifo b Y ~ t c a I f @ eve nth rrn n han k ~u 5 t 5 e r v aotHisj schnidt@SHuretl{nda t rue, but t hen again, not all cust 01 get the sarre#cunSdl.serv a Ina t 0 \8. den i s e RT @/ll r s h a Co I I i W:: Hav e ~ u fo u n don I y big bra n d s I e a waf. 0 ar e local busi nesses doi ng bet t er (have an #cust se r v a tOO I eb leak RT@/llrshaColl iW:: Have ~u found onl ybig brands lea waf. 0 ar e local busi nesses d#cD§tbsOOrtver ? ht t p: I It. col AffitOID. arnffre)lll{ngrrnn @rosperit ~fbends on who ~u ask .. we're seeing big o n Fa c e boo ken ga ge rre nt, con t r a r y t cIIcB S tns err alp 0 r t s apTosperit }gal PI2. I get irrit at ed when I see fol ks just coil ect ing ca r i n 9 - rra k e s rre wa n n a stit@ust ESetrv atiegOt bach @.frrnrcom@BobFbundt re@14:1gasCil.1 B@"ariqu Ahrrnd @ r 0 s per i t ~ I e b le a k N c e t 0 see ~u 5 a ts e r v WI co rre arnffre\lll{ngrrnn RT@/llrshaColl iW:: Have ~u found onl ybig brands lea waf. 0 ar e local busi nesses doi ng bet t er (have an #cust se r v a tn ve l \ill K>hl' s won rre over aft er t he hoi i d ajs wit h their re abundance of hel p. IVade i t #au~t S8!ilVr e. ara t eNlsser Ole int erest ed cust orrer + one comnit t ed rep =one and a wor I d of o ppseusuree rw a¢tiSHuret @\Cst y ecanr@htisj schn@jtrshaColl ilelo l l owed I\Q3Ein rry a n a l js t d ajs , legend: t heyt ook back #cBstset~ar affilobFbundt ree<lB big brands puWclllsi1eSG!rpeopl e in a box t he shine becorres robot i c. Gv e rre t he per sonal and per sonal

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ierCllD RT @rosperit 'dfJ:1 get irrit at ed when I see fol col I ect i ng a pajch e ck and not car i ng - rrakes rre wan #Cust ser v a pI 0 s per i t }ga I @;? vel \ill ~ a h wh Y i s be i n 9 h e I p fu Ito ~ u r c u s t 0 rre r s l t hi n 9 t o#cct.a:s1 ser v a to v e l yu K3 local busi nesses have to do bet t er or they ar en Those t hat want t 0 succeed ar e r i si rft:gus1osen'l occa a ¢tiv ant IDgi t a I I 1f3. 10c a I bus i n e s s wi I I a I wa 'f3 h a vet he edge be c au s e t 0 u c h , but big bra n d s can d 0 we I Ie us tl rselfgh soc i a I . a ifo by IVet c a I f @r 0 s per i t '@itt r s h a Co I I ieer Ion gas s e r vic e i sac 0 rrp a I phi I osophy - it does not rra t t er t he #gelsdlfsenv e rrp a hit I i ssa01I i nelur ki ng & I earft:olilstlser#get real chat a ITI?i3. 'Ie r t RT @/13. r s h a Co I I i en:: Ha. v e ~ u fo u n don I y big bra n d s I e a waf. 0 ar e local busi nesses doi ng bet t er (have an #eust se r v aMlrshaCol1 ier@SHuretlegend t heysol d their cool4#ialJsrtempv too apIosperit }gal @?ffre\lll{ngrran I see lot s of I a zy e n qa qe rre n t t hat is' dis gu i sed "a I I abo u t the ni' ins tea d 0 f c u s t 0 rre r e >p E #eust se r v a t:m e gO t b a c h ~ lis s a 01 I i It e' s gr eat t0~ sp sea: tv> ..1J rrp in! :) a fi'.upc a k e Cu tie ~ t 0 @Ie lis s a 011 i ruer: kin 9 & I e a#auist gs e r#ge t rea I c hat a rrnr i sj schni dt RT @t t I e~: I've found srral I er Co's have had an ec be rror e agi I e, list en & not have t t#ed5&tasewivt h C- SL a ¢tiS Huret PI2. : Th a t s aid ... eve n i f a co rrp any has rep uta t ion f( #eust se,r VlOW wei I dot hey t ran sl at e t#ousEwerrlvat fOI a IB ffr e WI{n grra n ~ lis s a 011 i).tlJlj co rre IWICust se r v a Kt t e N3. sse r I fi n d Ha. r rro n d r u g/ be aut y s tor est 0 bed eli v e r i n 9 c ( ser vi ce & gr eat pr ices - - at I#east sem vny ar ea. ai'regasCil.1 B @hr i sj schnildget that. IVbr e co rrp a n i es t han ever ha today. How do ~u st and out when t he bar has been #eust se r v a.!!}U_ns RT~I issa01I ir1.w":king & I ea#auistgser#get real chat aMlrshaCol ierTY! RT@).HTownMlga2inelVeet@,i=l.rshaColl i-e e- 50 Wrren Yo u Sho u I d b Fe I I owi n 9 01111: UV te r col tv i.JcltlhoD U\.'[lD ~I i ssa01I i#oost ser v a mffr eWl{ngrran ~upcakeCut i elWl corre IWICust serv a t:m egO t b a c h (] a d ~ u s top p e d ~u @a k e Cu tie liNt : too ! ~ lis s a 01 I i ruer:kin 9 & I e a#auist gs e r#ge t rea I c hat a pI 0 s per i t }ga I RT ~ lis s a 01 I i ruer:kin 9 & I e a#auist gs e r#ge t rea I c hat AH gal chirre in ;) aifoby IVet cal K3 - bi 9 br ands have t he r esour ces, but wi t hout goe (wi t h rrgm by in) al I #cBstosen ot . a iTd e a b 10k e ~e dar B r 0 WITh at' s pre cis ely wh tit u sits se ~ \S a I I abo u t : F€ I at ion s hip s! #G t F€ a I c hat ahijsen K3 local br and can co rrp e t e wi t h bi 9 br ands when t h d i ffe r en t i ate the ITS e I v e s . Th e wo r d #susl1e see 00 d i t i:i afi'.upcakeCut ie~!!@egOt ba ches ad ~u st opped WpBakeCut iel{t: IVe t 0 @Ie lis s a 011 i ruer: kin 9 & I e a#auist gs e r#ge t rea I c hat apIosperit }gal K3 I disagree local brand do not have edge, as the) not h a vet i rre s 0 i tis s t i#Ic u s a spel ary n 9 fi e I d r

aMHshaCol1

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erdr#cust ser~,Acquires Cloud Cust orrer Service Corrpany Tr i n i corn t p: II t . col wIMl~ afi'.upcakeCut ie~hank You~ffre'}(.l{ngrrnn:~upcakeCut ielWl corre AA #cust se r v aMlrshaCol1 ier@,"obylVet cal@rosperit ~adon't think age is an issue lowes, e rrpl o je e s look like t hey ~at they r e doi #cust se r v a ¢tiS Huret @,il r s h a Co I I iIetr h ink the coo k i ere c i p e \I\fCItre l1'S:!tiS2 m vs . I atm egO t bach Yes we do t hi sever y Tuesday - hope ~u' I I st ay for a #Cust Ser@aur i Fbt t rrn~r a aev e n t hrrnn RT @ijsen: P3 local br and can corrpet e wi t h bi 9 br and can d i ffe r e n t i ate the ITS e I v e s . Th e wo r d#d iss td se c ~ rro c a tn a r i q a h rra d P3 : I see s rra l I e r 0 r gs d 0 i n 9 a gr eat job, i f not bet Po s sib I Y I e s s red tap e t #re ~t 15e r 111 ugh a rn ffr e WI{ n grrn n @ r 0 s per i t ~all I a gr e e w t hat - too rra n y bra n d sst iI st rat egi c engagerrent#c(Js!)°§,erv aifoby IVet cal f RT @ijsen: P3 local brand can corrpet e wit h big brand can d i ffe r e n t i ate the ITS e I v e s . Th e wo r d#d iss td se c ~ rro c aPT osper it }gal @myer t ~t I have got t#eusbsorflVom local a Ifa rrM< t gNJ t RT @ r 0 s per i t ~I@k lis s a 01 I i WEI! in 9 & I e a#auist gs e r v k #ge t rea I c hat AH ga I chi rre in;) <- Ye s! LA not shy sis #ge t rea I c hat a tOO dar B r 0 wn Yo u bet c h a !@l6re a b I 0 ~ dar B r 0 WITh t s pre cis ely wh at a #sm &#cust s e rbs al I about: F€I at ion shi ps! #get real I ara t eNlsser Big brands or I it tie local s it's about t he cor or serve if prolidusblse1v aMlrshaCol ier@SHuretl\eirrnns/l\brdst rom .. in his econony, I'mvi· bot h I ~cru;st ser v ai'regasCil.1 B P3: Bi 9 or lit tie, t he corrpani es I eadi ng t he wayar Cu s t 0 rre r H r s t rre n t a lit i e sat the #ca 5 e sefr " he i r c I a oil r i sis c h ni d t @Ie ga s CiI. I B Pe r son a I I 1, I try t 0 dot h eli ttl e e >4: r a and use hurror t 0 get cust orrer s #oosrteslec[)veasi er. a rYe san fo r d RT @ijs en: 6t e r ~ n e ffi.l s t wa I k the wa I k wh e nit co rre s custorrer service, either to e x e r n a l 'cust115erlllal atm egO t bach ~ed ar B r owftbw ar e ~u? (] ad t 0 see ~st1 Se[J1V sect ion 0 f the Twi t t e r ve r set his eve n i n g. aMlr shaCol i erl bel i eve that s rra l I busi n ess h~tteINB.Esed~r!verr t 0 pr ofi t or ser ve i#ClDIlSbfsiHliDl e? a tnt tie Wf3 RT @a r s hac 0 I I @ffi Huret I\e i rra n s I I\b r d s t rom .. i nth is econony, I'm vi si t i ng t her#dustt iselramt!! Yup *si gh* a PT 0 s per i t }ga I @,il r s h a Co I I iV{H1I I dis a gr e e IVa r s h a wh e n ~ u don 0t h e n 0 u gh life and biz e >p e r i e n c e t 0 b r i n 9 tot a b lei t #cust se r v alTl?i3.yert @rosperit ~C#cust se rfvo m local, woul d ~u use t herr ai'regasCil.1 B @regort badlhlanks! It's nyfirst 1#ci:mstiserraY:) aifoby IVet cal @,ilrshaColl @jrrosperit ~leat pfrous:t serv a m ck IeCil.et ancRT@t\fflenda: RT@event hrrn~ It hink t hose who st a nr dont brag about what t heydo; t heysirrpl ydo what #cust se r v arnffre\lll{ngrrnn Chat is hopping#ccust;S)erv

acral

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}gal @"obylVet cal itt rra t t ers when their perforrrnnce is st lack ofd#ptlS1serv affilobFbundt ree@!M<en that's why I get a n n o je d when big brands rra k e #cust sertvoo for rnul ai c. Corres off as ver y st al e. Car el needed. a hit I issa01I ine@rosperit '@jtirshaColl il\4'rfirst "real j ob#cl\llS1ssieT\B. cal I cent er & I I ear ned a lot about t he behi nd t afi'.upcakeCut iel{tagre@,i=l.rshaCol1 i e be l ieve that s rra l l business has RT ~ t e N3. sse r Se r vet 0 pro fi tor s e r v Ql:ciusp rseft tv a b I e apYosperit }gal @m'lert nope so ~u think t heywoul d be rrore concer #cust se r v aMlrshaCol1 ier@rosperit ~Iu nisunderst ood, I was co rrpl irrent ing t wo r kin gat lo we s wh 0 h a v e LOrS 0 f life e >p e r i e n c e t 0 h #cust se r v arnffre\lll{ngrrnn @legasCil.I B Hellftcust serv atiegOt bach W do t his weeki y. let rre know if ~u need anyinfo. @Ie ga s Cil.1 B @r ego r t b a dh a n k s! It' s ny fi r s t t i rre her e #cust se r v ahijsen K3 local ret ai I er s ver sus bi 9 box st or es. Bot h ha: and opport unit ies. local has c#CCIlIIISJInselY\edge. ai'ml I e'li)( t guy IDd I rrent ion gr eat cust onkusteserGJe? a Kt t e N3. sse r If big bra n d s don' t fi n d s e r vic e pro fi tab I e - h a v e true al t er nat i ve wi t hout ltb3listgselllM orrer s? a Ml r s h a Co I lie r@M<e n Yo u' ve go t t 0 I 0 vet he lit tie #glIp tllse r tv h e ~ a pY 0 s per i t }ga I @!a rrfvk t gl\l.lt not sur e I a m go 0 den 0 ugh t 0 dot wo at #cust ser:tAget r eal ch~1 $8sa01I i gret bi 9 pr ofs a ¢tiS Huret lo I !! li n e 0 f N gl@li r Bni a col I i!'Eri rra n s / I\b r d s t rom.. in e co n o rrg I'm vi si t i ng t her#dustt lseiratSs atiegOt bach ~I issa01I itlel I ike t 0 gi#tGlJ~LSmroonus rra r k for use oft he wo r d #s hen ani ga n s - WI I don e! : D apr osper it }gal @4lr shaCol I iarr d ear oops ny ap(j:co~ emr v arnffre)lll{ngrrnn Q1. How do "rret rics" pi ayint 0 the equat ion?Wat is wh e n t 0 u#aFst se tluust se r v aMlrshaCol I ier@SHuret I've gone up t he al@blablJlb.nrtJgj:cust serv a hit I i ssa01I in e:) ~ egO t bacl@.lel i ssa01I i tl eI like t 0 gi ve ~u a #Cust se rbo n us rra r k for use of t he word #shenanigans :D a pY 0 s per i t }ga I ~ ffr e)lll{ n grrn n ~ a h how can a 23 ~ a r 0 I d be s t rat e gi ~ a r 0 I d - s 0 r r y not go n n tic IInsrtp is e n v I 0 I a Kt t e N3. sse r RT @4l r s h a Co I I ifte n Yo u v e go t t 0 I 0 vet he lit tie passi o#cust ser v aKlovvl edgeBish@ffre)lll{ngrrnn locaWcust s e rbs a rri e d bag. I\1tdrycl eani a rra 2i n g. I\1t doc tor i s gr 0 0 v Y but his s t a ff i s r u de. aMlrshaCol1 ier~egOt bac~1 issa01I ihelel iberat I yput cert ain WOI boo k s, #s hen ani ga n s #iOu st nSlE! v r a Kt t e N3. sse r Srrn I lor gs can fo c u son the c u s t 0 rre r; I a r ge bra n d s bet ween cust orrer & shar ehol der#cwsttsercy for k. a ffil0 b Fb u n d t r e e311 gh t I Y 0 ff top i c: I t h ink i it' s the Fe wh 0 pit c h e s , to knovvl edge & wi sdom" H ring br i ght ~iS~ ESelTaA ps a pY 0 s per i t }ga I ~ lis s a 01 lin egh t wh i chi s wh Y I h a v e n 0 pat i e n c e fo r
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the s c en e s non an s we r B S d@mTes::hax:ui1 I dee r #cust se r v aMlrshaCol1 ier@(Jowi edgeBishdij»ct ors have so rruch to I earn, when i n t e r vie we d the mit wa s pa@ruaII r.'}Sf\.irps#AlaUs~ se r v atiegOt bach I've been knovvn to engage in hoot enany& t o rrto o l e r y @,ilr shaCol I @iT1 i ssa01I i#Ol.lst ser v aMlrshaCol1 ierRT~ffre'}(.l{ngrrnn: Q1. f-bwdo "rret rics" pi ayint 0 he e Wa tis the be stu sea n d ~ tt se ttm.J:s1 5 e r v atiegOt bach RT~ffre\<Kngrrnn: Q1. f-bwdo "rret rics" pi ayint 0 he e Wa tis the be stu sea n d ~ tt se ttm.J:s1 5 e r v ami I quiseng RT~t eNlsserSrrnl1 orgs can focus on cust orrer; I arg spl itt hei r I 0~1 t Y bet ween cust orrer & shar ehol del #cust se r v arnffre)lll{ngrrnn @(Jowl edgeBishd'ftdr~1 eaner rubs sorre peeps wrong we #0 Ids c h 00 I #0 pin ion ate d But he gi #eu;s tlrsEeCl tv s e r vic E a hit I issa01I inel knew it! @P@t bachl:'ve been knovvn to engage in h 0 0 ten any & t 0 rrto 0 I e r ~ eslha Co I I @iT lis s a 011 i n e #Cust ser v a¢ti8Huret @,ilrshaColl @!>rehrrnnns01 dear ... surprised our pat crossed! (I've gone in@l)g.Jrehtecpa1)oo!#cust serv affilradBennet tEirbrace Your IDgit al 8tn1ad:lQ?Vllllt .co/fhWIbliSGserv ara t eNlsser RT@irpowerURToday (]at it ude is riches. Co rrpl aint is 10r isla Y #p eo pie ski I I s #1 e a c#tnllm/\6tHI1~qUJO t e aMlrshaCol ier4 Os ~egOt bachl:'ve been knovvn to engage in hoot E t 0 rrto 0 I e r Y Il¥ @,ilfr s h a Co I I @iT lis s a 01 I i#Ol.l 5 t 5 e r v ahijsen Big brands have an advant age - t heyt ~icall yspend rrkt / adver t i se. That is what t he local / s rra l I br anc #cust se r v ai'regasCil.1 B ~ffre)lll{ngrrnn @rosperit ~rh't get or don't have th bandwi dt h t 0 e#~e§~'Ser v abr a n d co t t ageRT@t t I e~v.e found s rra l l er Co's have edge, abl e t agi I e, list en & not have to dleest 'SiEtr#ge<I-seiatl es a t ai'reri2DnAL RT@ijsen: P3 local ret ail ers versus big boxst ores. t hei r advant ages and oppor t uni ties. local has cor #cust se r v ai'ml aAfshar Be t he right s i zi corrpanyt 0 do business wit h - whel ca r i n g. We n s rra l I , del i ve r #l::aulSt iSlEt am t I Y. r atiegOt bach @ill quiselrigBill. It's great to have ~uSl.tbser.d th let rre know i f ~u need a n y hi ng to rra k e ~ur st ay m: alDisMlrket inglVbre t han loving t he I it tie guy, large orgs can Ie bus i n e sttc u 5 t 5 e r#ge t rea I c hat ahij<en M: Business is nurrbers. 6ter~ hing can be rreasured shoul d be t ha1#cllstl'sterv aMlrshaCol ier@Bt al ki\Hen t he sal e rreans ~u rra k e the rrort gage c ~ur fani#qust s e rne a n s a lot #srrnl I bi z aiTdeabl oke ~edarBrovvts it brancf#iatJ§tosertvhat t urned ~u off to (]) Ia d d f. #G t F€ a I c hat a¢ti8Huret F€ad sorret hing int erest ing re CI inique; cust orrers wrist band to indicat e rush/browsing/need hel p. Hit #cust se r v

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@fegasCil.1 B IOnt get. looking at wrong rret rics or usir fr 0 m 199CWcust se r v a tj egO t bach @fa I aAfs ha r(] eat t 0 s e e#~tase.r Wil co rre. afOClFbckst ar RT@event hrra@tllrshaColl ieBat it ude is t he best at t say#cust ser v aifobylVet cal f A4 rret rics are not hing wit hout trained & e rrp o ve r er bel ieve in service. It rrus t be part of t#GastCB1pCNlY~ aMlrshaCol1 ier@M<en f-bwabout get t ing bogged down in dat a rat he on issuetE1lst serv a hit I issaOlI ine@4lrshaColl iSe>rcial rredia has opened up channel s of comrunicat ion t hat can get ~u past t he n o n-car I n. #cust se r v aoilrisj schnidtl I ike when ~u visit the Ve r i zin st ore ~u can sign lin e wi tho u t #cIus tis Eellev aMlrshaCol1 ier@"obylVet cal ~t hat s part of t#GastlenIH\L} arnffre\lll{ngrran RT@/llrshaColl i@ijcen f-bwabout get t ing bogged down dat a r at her t han act ijeclUsinstHi!fUes? ara nre r t I er @M<en re: 6ter~ne rrus t wa.1 k the wa.1 k when it corre #cust s er ie i t her to e x er nal or i nt er nal cust orrer s lose! alTl?i3.yert @rosperit ~ib. It is rruch harder to get cust orrer b ~U' ve lost them 68%1 #aust <5e~V2t p:llt .co/l1Q.l\E2W9h af!!\egenda RT @/llrshaCol I i@j3:t al ki\ltien t he sal e rreans ~u rrake ITO r t ga ge and fe e d ~ u tic terti rile a n s a lot #s rra I I biz #cust se r v ai'ml aAfshar W're living bysrrall town @alr¥!S?ERgaknow ~ur c u s t 0 rre r s nee d s, per son a I i ze tot h e "el$s t ryg u r a I aifobylVet cal A4 part 2 - wit hout t he right errpl o je e s del ivering show ~u have upset CUgtcDsElS2.rv ara t eNlsser RT@/llrshaColl iften f-bwabout get t ing bogged down dat a r at her t han act i on on issues? - IDt t 0 Shep. IV #cust se r v ahij<en @4lrshaColl iTene keyis to know what to rreasure. YOI 10 n't wa.n t t 0 ge t b 0 gge d down i n #iaulS~ ISEeV" am t d a t a. a to i s Mir k e t ingRT@/llrshaColl iften f-bwabout get t ing bogged down dat a r at her t han act ijeclUsinseli!fues? atjegOt bach @bisMirket irltg' s a pi easure to see ~u lois. WI corre #Cust ser v a aev e n t hrran @4lrshaColl irard e rre think of t he big dat a' trend c can i n t e r pre t i #c ~ atmn1 y ai'ml aAfshar ~ egO t b a c 11 han k ~ U#Gli s t 5 e r v ambacal QJA.LlTY FISTALRANT SERVICE ahij<en RT @lal aAfsharWr eli vi ng by srral t own #ctJmse~aIi n. aifrvlpat RT @ ate n ass E8rra I lor gs can fo c u son the c u s t 0 rre r ; s pi itt he i rio ~ I t Y bet we e n c us t 0 #em 5 1&. gB-raK e hoi del ara t eNlsser Top leader s of bi g br ands shoul d do a "wa.1 k-about " i nt er act ions 1st hand. The vi ew wi I I spel I the tr #cust se r v ara nre r t I er @4lrshaCol I Wen I t hi nk dat a is cr uci ai, but he rra t t er when they ar e rei evant and appl i ed t 0 rrak

arnffre)lll{ngrran

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#cust se r v al'ml aAfshar @M<en gr eat t 0 see ~#.tclBileiSer v aMH shaCol I i er@fal aAfsharW' ve been I i vi ng by smal t OVlll1 r ul es for ( even befcX@Jarwee" in ven t ettC'lIstt ser v atrasht racking@t t I e@jsffre'}(.l{ngman t he girl does not ake a brea #cust seriAbewbl uv atiegOt bach @3,nGrt 1~llo Ian - didn't see ~u corre in. Wlcorre #Cust ser v a hij< e n @fa I a Afs h a rlf a co rrp any, I a r ge 0 r s ma I I can gi ve a h 0 rr that's an adv#odlsctgserv a Ifa rrfvk t gN.lt RT @b i s IVar k e t i ~ ret han I 0 v i n 9 the lit tie gu 1, I a r I ear n rru c h fr 0 m s ma I I M>G:llSS e sMget rea I c hat ns a I'm I a Afs h a r RT @M< en: @fa I a Afs h a rlf a co rrp any, I a r ge 0 r s ma I I can ~ h 0 rre t OVlll1 fe e I , t hat's a r#caustfCsret ~ge. al'ml aAfshar RT @/I3.rshaCol I i@'al aAfsharW' ve been I i vi ng by smal I r u I e s fo r qui tea wh i Ie, @@.\YE¥Y1e forve n t ettC'lI s tt 5 e r v EI!> ~ ahij<en @fal aAfsharThaks Val a - Yottcusdla;!er v a In i sIVa r k e tin 9 ~ t e Nl sse rTh ere's not hi n 9 I ike the c I ass i c "Hi, t hi can I h e I p?' CEO a p p r tro:u:S1. 5 e r v a Ml r s h a Co I lie rQ5: If a co rrp any cui t u red 0 e s n 't len d t 0 col I abo rat e rrpl o je e s per for m for t he tloBstoserV' aifoby IVet cal f N.lIrber s ar e easy t 0 manage, peopl e (cust orrer s or er rruch h a r dtroust se r v a hit lis s a 01 lin eRT @/I3.rs h a Co I lie It) eli eve t hat s ma I I bus i n e s s has ~ ~ t e Nl sse r Se r vet 0 pro fi tor s e r v Ql:ciusp rseft tv a b Ie? ati egO t bach A lit tie bi r die t 01 d rre ~u' d @asst Ee.acWlllCgrre! #cust se r v a ffil 0 b Fb u n d t r e eM rat her t han put tin 9 p e 0 pie ina box and ass i gn i I I' d rat her high I i gh t 0 uti i e r s blniu t gs>mldvand bad. a IB ffr e \lll{ n gma n @as h t r a c kiln Ign 0 w, r i gh t ? Pr e tty a we s c@Et Wd> ~ #bewbl l.lIi'cust ser v al'ml aAfshar @/I3.rshaCol I ia:trsol ut el y tlg[Jseser v alBffre)lll{ngman RT @/I3.rshaCol I iW:: If a corrpanycul t ure doesnt I end col I abo rat ion, how can e rrp I 0 ~ e s per fo r m fo r the cu #cust se r v ahij<en @"obylVet callflire t he right peopl e and t heywill mak wo r k#cust se r v alTl?i3.yert RT@>arrfvkt gNJt :RT@bislVarket i~re t han loving t he I gu 1, I a r ge 0 r gs can I ear n rru c h fr 0 m 9iraBJ1s t sbet.rsA n e s s . #ge t rea I c hat apTosperit }gal @fegasCil.1 B@?ffre\lll{ngman wit hout being inside it coul ei t her or #basthservVlat a rraze s rre is when ~u t al k t ( decision maker ... ara t eNlsser RT @/I3.rshaCol I iW:: If a corrpanycul ure doesnt I end col I abo rat ion, how can e rrp I 0 ~ e s per fo r m fo r the cu #cust se r v a¢ti8 Hur et A4 Biggest issue w/rret rics is t heyre not st andardi )( 0 S S co' s 0 r i n d u s t r i e s . If#o u s t, 5 e n )0 n e ? arnt t I ewp @ ash t r a c k (@9fr e)lll{ n gma n I dot 0 t a k e a b rea k!! Sh e e #bewbl l.lIi'cust ser v

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racking@regort baMl!e sneak our wayin #cGlIsllseltlvhowcan we hel p }Qu? ai'ml aAfshar @(Jowl edgeBishapNesorre to see }Qu, Trist an. we need face-t o-face again nyfrien<@\!Wromeakfattdust serv arrike nunes M) big brands can corrpare !\PS, Profit -rrnrgin, which ( t ar get; then agai n local has I ess over head and war #cust se r v affilobFbundt ree<m: If a co rrp a n y s cui t ure isn't co#dusbarecrpm-solm.n a can st and out by bei ng aggr essi ve,#<tulSlblS}ee,.;el ling. aMlrshaCol1 ierA5: The "cui t ure" st art s wit h t he individual e rrpl c can rra k e it fl#EulStsS"er v aifhililogist i cstps e l l ing / cross-sell ing shoul d be an e x ension of ara nre r t I er ~egOt bachThank }Qu, (leg; st uck on a conference ca rru I t i - t ask i n 9 sin c e I t8j lJISt }5 eftlrEln e fi cia I ... ins i gh t ft fo I k s! apYosperit }gal @legasCil.I B~ffre)lll{ngrrnn & t heyproceed tot ell }Qu on soc i a I rre d i a and the y MSS the poi n t - it's f-ONt #cust se r v aMlrshaCol1 ier@BobFbundt reBtlct I~ust serv atrasht racking@effre}j kingr@r1Ill e\f¥llt t hat girl r#gl:lst smriDed! #bewbl uv arnffre)lll{ngrrnn @M<en IVarket ing h}pe or verit a@Prp>I<Edieeffin re # n e i gh b 0 r h ctb:GlI 5 t 5 e r v aifobylVet cal @M<en int e r e snuatqs e r v af!!\egenda ,AQree! F@ijsen: @"obylVet callHire he right peopl e and wi I I rra k e t he n urrbeltcalsrosdu v affilobFbundt ree<m. con't sorret irres t he biggest chall enge to resol navigat ing int ernal po l seuats seeaa r I e r s . atiegOt bach RT @/llrshaCol I iW:: If a corrpanycul t ure doesnt I end col I abo rat ion, how can e rrp I 0 ~ e s per fo r m fo r the cu #cust se r v aMlr shaCol I i er@asht r ackiumgd t 0 see#qost ser v a Ml r ci 0 Sa ito ..b i n i n 9 I ate, fr 0 m B r ali Ito night #c~t lse IYU: 0 say hi. ahij<en @lal aAfsharlf food is invol ved, 1'#lcl.JsbESetrlllere! a rrnr i sj schni dt IVbst corrpan i es ar e wi I ling tot ake a s rra l I $ hi t happy and corri ng t#B:alst serv a ITI?i3. ye r t A5 : I see the cor po rat e P y" a ni dis c han gi n g, wi tho u j har d t 0 a cco rrpl i sl#c9S<1ISEr v ami slVar ket i ng@M<en Is ,Appl ebee' s r#east ~rv a tn I I qui seng RT @BobFbundt r ee<m: cont sorret i rres t he bi ggest chal resol ving an issue is navigat ing int er#Caulstpmriu: ics ai'ml aAfshar 10 t he right thing, at t he right t irre, for the righ rra n y t i rre s }Qu did t his - a gotroilsrteslEsru'l e. atiegOt bach So gl ad }Qu coul d rra k e it. \(@Ikoaro srit JD:ining I at e, fr om B r ali I t on i ght . Mlastl ~Etr(V say hi. ara t eNlsser large or srrnll brands - how u handl e e c e pt ions fror request sis t he best i nd i cat or of ur ser vi ce rroj 0 #cust se r v arnt t I ewp A5: That is chall enging!! St ill e rrpl o je e s can rra k e c Cust wei I & rra k e t hem te escusmse t Vl.n t

atrasht

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r@ a r i q a h rn:Bl1 a 2i n gat r a i I ... ins p i r i n got her s. OC8lJ #eust se r v a mffr e)lll{ngrran @asht r ackil'IDg t ouchi ng that i n@?tJtblli e~\6it)1 uv #t weet ahtMLisi ser v atrasht rackingAnd u as al wa}S@ali'fShacoll i(i)od to see#qost serv aMlr shaCol I i eruh- oh fol@at han rrcgeeai d #alpp#sust ser v a fWrto n i c St ron 9 cor e s p r e@(lt I e Nm"s serB i 9 bra n d s , lit tie I 0ca I about t he core bel iefs. Serve t 0 profit#~lBIirtrserivf pr a BTrC 0 n s tan tin 100 kin 9 fo r go 0 d c us t 0 rre r s e r vic e PO fo r a I 1st a ff. An successes t 0 shar e? TV in a je'usftp;te ofImd chat #supt cha a mrrcga hen PO: It's si rrpl e: Thtlcrus:tnser.v ahij<en PO: I\1trrant ra on this: Wat 's happening on the i nsic bei ng fel t on t he out si de b'<tuls~ DlISV orrer. atmegOt bach @at hanrrcge~od evening Nlt han. (lad ~u rrade it t( #Cust se.rW!i saved }Ou a seat at t he bar we've been atlmosisArt s RT @t t I e~: I've found srral I er Co's have had an ec be rror e agi I e, list en & not have t t#ed5&tasewivt h C- SL ai'ml aAfshar @M<en passi on t 0 eat, passi on t 0 ser ve ... we have Shep.#eust ser v a ma r i rracat her i@mr shacol I i elOesn' t cui t ur e st ar twit h lead er shi t al ki ng about e e cut i ve I e<#£astlSEp" 1£01 el y a Ere v e nth rra n PO: I\b t h i n 9 iss 0 con t a gi 0 usa sen t h u s i a sm.. s 0 rre ( #eust se r v ani ke nunes @"oby IVet cal Hf ~u want t 0 know how ~ur cl i ent and ( feel s, ask }Our front -I ine errpl *B$ttse~rtJO"vit.cs ai'ml aAfshar Wat 's happening on t he inside (cui t ure) is being fe by t he cust o~efl#eust ser v a IB ffr e WI{ n grra n Q3 If }Ou we ret 0 r e co nne n d 3 t e c h n 0 I 0 gi est 0 aid in s e r vice, wh at wo u I d #lc1lll5&ty ml?v a¢ti8Huret RT@ijsen: PO: I\1trrant ra on t his: 'Nat's happening on (cui t ur e) is bei ng fel t on t he out 9iiailestbfetrhle cust I apTosperit }gal RT@ijsen: PO: I\1trrant ra on t his: 'Nat's happening on (cui t ur e) is bei ng fel t on t he out 9iiailestbfetrhle cust I

ArvIN

1:48 a Kt t e Nl sse r 1:48 1:48 1:48 1:48 1:48 1:48 1:49 1:49

We n }Ou rra k eli fe e a s y fo r the c us t 0 rre r s, ~ u are th producing heroes. like the cl assic video#.elfistsEBll'la I alDisMlrket ingl.et }Our peopl e be t herrsel ves. Suddenl yservice will a rra a n g#eust se r v aifoby IVet cal f @i ke nun e§"hey sur e ~ast ser v atm egO t bach @ar i rracat he@3lm1oni c @rrconst ant@T!Egahen Thanks fo r j 0 i n i n g#~gscIJ.tse r v a Kt t e Nl sse r RT @ eve nth rra rA5 : I\b t h i n 9 iss 0 con t a gi 0 usa sen t h u sorreone sc#icxdJst serv aMlrshaCol1 ier@rrconst ant i~book night be heltgjoflt .co/VBt 1a16V #eust se r v a Kt t e Nl sse r RT ~ ffr e)lll{ n grra n: Q3 If }Ou we ret 0 r e co nne n d 3 t e c h n c t 0 aid inc us t 0 rre r s e r vic e , wh a t#e us u IS8 r tv hey be? a tm e gO t b a c h RT ~ ffr e)lll{ n grra n: Q3 If }Ou we ret 0 r e co nne n d 3 t e c h n c t 0 aid inc us t 0 rre r s e r vic e , wh a t#e us u IS8 r tv hey be? a Ml r s h a Co I lie r@ar i rra cat her Iii) net ~ u a gr e e t hat i f the r e' s n 0 I e a

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abo v e, a car i n 9 e rrp I 0 lye e can dis rtiQ1.tst vS. rl'it go 0 d arrike nunes RT@/llrshaColl iM:: The "cui t ure" st art s wit h t he in e rrpl 0 lye e, rra n age rre n t ca n rra k e #ci.Jsfl SlElJIPi s h ara t eNlsser RT@ijsen Wat s happening on t he inside (cui t ure) is t he out si de by t he cust om#cusjt ~elDv+ 99 a rro l insat ay orRT@\!<en: Wat 's happening on t he inside (cui t ure) i t he out si de by t he ftxw>Starn::rocct r s ar e a wi ndow not rrirror ahijsen ~t eNlsserAnd IannyCoxsaid if what }Qu have is not e nth us i as m, we I I t hat i s a #<rus tc set \B. gi 0 us. alTl?i3.yert RT ~t eNlsserBig brands, I it tie local s - it's abou #cust se r v atjegOt bach @ol insat a~(D)rd evening Col in. (lad }Qu're joining u: #Cust ser v aifoby IVet cal @?ffre\lll{ngrrnn A6 - Telephone, Twit t eltc,uslrserlwng ara t eNlsser Technol ogyt 0 add cust orrer service: video call opt a but t on. Seeing t he face #m.Ie:tsse.ruiff! apYosperit }gal Had apt co rrpl exask rre t odaywhyl never post a n y hi t hei r FB - cause what }Qu cal I good I cal I rreet i ng E #Cust ser v aMlrshaCol1 ier@at hanrrcgeehave seen s rra l l cogs cause rra] or ch a n ; ( dis r up t ion) inc 0 rrp a #d: ust 15e lDzI@'ar c k a u frrn n fu r s a to i s Mir k e t ingl knowfree spirit s hat e this (!) but corrpanies rrus t rrnnageabl e apps out si de of t he popul ar and publ i c #cust se r v aoodtbgers U1gghhh! So rruch for rre part icip#tListgsierTaIlctte tonight sin c e ~I ear s e r vic e con sis ten t I Y doe s n' t wo r k #fa i I a ma r i rra ca t heri@mrshacoll ielepends on the t}pe of organizat ion. AI o f rre n tor s hip and c h a rrp ion s hip. Sp e a kin 9 fr 0 m e >p e r i E #cust se r v amrrcgahen A6: 1. Personal cont act. 2. Personal cont act. 3. PI #cust se r v ara nre r t I er @bisMirket irY~s; I ike coupl es in rei at ionships, COlT rra d e up of individual s working t oget her. Peopl e do #cust se r v aMlrcio Sait 0 A6: .us t one: Hurrnn Touch. [Technology#cGllH$EBitver] a tj e gO t b a c h @Ll u c hen 44 He I 10M k e and we I #Cus:t S EO" v aKlovvl edgeBi sh'IDlJDI" cr uci al ee t echnol ogi e9ldost rseJt-vg8rnci al rredi a ITO nit 0 r i n g, #s c r min t e gr at ion and c us t 0 rre r col I a b a ITI?i3. ye r t RT @ijs en: 6t e r }Qn e m.J s t wa.1 k the wa.1 k wh e nit co rre s custorrer service, either to e x e r n a l 'cust115erlllal a ffil 0 b Fb u n d t r e eAB: lowe r t e c hop t ion s can jus t a s we I I . CTRL + For or QIt look doc can wor k just as wei I ~6uSt ise()W/I ed a IB ffr e WI{ n grrn n Fe e I fr e e t 0 j 0 i n 811 + 0 the r Cu s t 0 rre r Se r vic e "G e k http:// t . co / n ISe r v ai'ml aAfshar F€-t 001 ing and t raining service and support profes st rong service del ivery#lmJs:tXSEp"tvion. afmrt gage(]na ~t eNlsse@')ken F€gardl ess of cui t ure we have to SE wit h cust orrers and put bl inders on tttcuslitgeircl\e inf arnt t I ewp RT @rrcgahen:A6: 1. Personal cont act. 2. Personal co

~e

2012-04-25

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arnuragarril

0

Pe r son a I RT "~en: cust orrer'

co rWtc ast 5 e r v Wen ~u find a wayt s e xie ct at ions, let

0

dramat icall ye)Ceed them k n o scus t -5EBV\en '

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@edbo)Carer onl ine res didn't work so had to renl at machi ne, ~u st i I I char gi ng rre for r#£rwstaset?coul c aMH shaCol I i er@ar i macat herAtrsEDI ut el y cifWus~!serv adlanper e:zfi I rrs @,1ff]enda @tken @"oby ~t cal fPr obi em is t her e just en ough "r i ght peopl e" out t her e#cllSllaselS\swhy rrost unremarkabl e ... affilobFbundt r ee<m: CRVI and ticket i ng s}St errs ar e obvi ousl y hel pful shar ed not es/ FAQ vi a Wr d of Olel\bt e ar e#Cl..lJilesen'lI pf ara t eNlsser RT @t t I eVlf}ij":@rrcgahen:A6: 1. Personal cont act. 2. Pe cont act. 3. PersoncilcLmtnS:eCII.<M . ai'ml aAfshar The right corrpanies are abl e to keef#duseseirgtllt peo apYosperit }gal @bislVarket ilfll!1Jh do not hat e it, just want to see apps and consi st ent car i rrtg:usl1aser9k1ows aMlrshaCol ierBl1\ill 50s RT@anpere:zfil n%:obl em is there just aren' " r i gh t Peo pie" 0 ut the r e, #chuat 's:e rWilyurrrse ma r k a b Ie. afRW)bot t Yes! M@rosperit @ijsen: PO: Wat' s happening on the i nsi de (cui t ur e) is bei ng fel #cwrt sEtr~t si de. #B ran d Chat aklarimacat heriBlL£t of course@r:e@t ba@arimacat he@3lmlonic @ rrc 0 n s tan t @TIE ga hen Th a n k s fo r j 0 i n i ~ s t scetr v arnffre\lll{ngman @anpere:zfil rt\Ieylan, will be in Flni@cMJVl!Mlrren}Ou ar ouncffCust serv aMlrshaCol ier@anpere:zfil riISlanks for weighirrtg:Ulst s.e.rv alTl?i3.'1ert RT@(Jowi edgeBishoil5l:1ree crucial t echnol ogies for n e x #cust ser-vSocial rredia rronit oring, #scrm int egrat io col I abor at ion alDislVarket ingThe fewer apps and rrore one-t o-one engagerrent the make it rid i cui ousl Y ccllapsti <SEtrs d , ara t eNlsser A6: Anyt echnol ogyt hat t rul yall ows a brand and it everypronise it makes & cat ch everyvow it's about #cust se r v ai'ml aAfshar RT @(Jowl edgeBi shoil5l:1r ee cr uci al t echnol ogi es for n e x #cust ser-vSocial rredia rronit oring, #scrm int egrat io col I abor at ion atiegOt bach @.uragarri@tbot gageGn@nPere:zFi1 rrs@)..W?bot WI corre Aur a, Gn a , St ephen#&ulSt1seov a¢ti8Huret A6: Have to agree re human int eract ion. There are t hat ~ u can not eve n ge t by P 1#1:101 S t CBe)ITU r e. ahijsen @.uragarriCI!J$)t orrers need to knowwhyt heyshoul dd wi t h ~ u. Ye s, e >p I 0 itt her e a son s . le t the m k now t #cust se r v ara nre r t I er @Al.rshaColl @!>rislVarket irffigct 1'1 .us t I ike #Social ~di #SocBiZ#cust serhas short - and I ong-t erm (rei at ions aMlrshaCol1 ierlIDl't forget, t <#au§l1ts'erooat will be archived wit h a o n @lcr i b dhttp://t.co/Z18u wAIJ a aev e n t hman love i@!>islVarket inT~e fewer apps and rrore one-t o-on

am::luchen44

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engagerrent t he bet t er. IOnt make it ridicul ousl yc #eust se r v aMlrshaCol ierRT~ffre'}(.l{ngman: Q3 If}Qu were to recornrrend 3 t echnc t 0 aid inc us t 0 rre r s e r vic e , wh a t#e us u 158r tv hey be? af!!\egenda +10 RT@anpere:zfi I r@ijsen Pr obi em is t her e just ar en " r i gh t Peo pie" 0 ut the r e, #chuat 's:e rWilyurrrse ma r k a b Ie. afmrt gage(]na @t t I e@arcgahenlail 1, regul ar cont act (dependent ( process) Peopl e want to feel nurt Ur#edsBsEirhtist ene arnffre\lll{ngman RT@/llrshaColl ilID1t forget, t .clil§t1tserooat will be ar chi ved wi thai I t@KE;rif±Idt11tto(J1:I It. col !1MIjusf1d;ler v atiegOt bach Bel ieve it or not ... #aJ'~trrSe[j1rta:rning atiegOt bach RT~ffre\lJl{ngman: RT@Al.rshaColl ilIDlt forget, tonight s #eust se rona t will be archived wit h@ljrlibtlhe past or http:// t . col !1MIj f1d;1er v us aoilrisj schnidt@event hm:@bislVarket irhg hink it depends on t he cus don't ni n d han d lin 9 the p rttclDJls IS ~e ~ If. a ITl?i3. ye r t r t@/llr shaCol I iEeIrf\ill 50s R@lanper e:zfi I n%:obl em t her e are n 't e n 0 u gh "r i gh t Pe 0 pie aiferfor~al \SiST~t eNlsserUlsung heroes are let t ing cust orrers f inn ovat e t hei r #sestvsOO".v ara t eNlsser A6: Te c h n 0 I 0 gi est hat s til I gi v e c u s t 0 rre r s the 0 pt connect wi t h }Qu. A phone # shoul d not be bur i ed or #eust se r v ara t eNlsser RT @ rrc ga hen Ia i I 1, r e gu I arc 0 n t act ( d e pen den ton IE pro c e s s ) Pe 0 pie wa n t t 0 fe e I n u r t u red and lis ten e #eust se r v aMlr shaCol I i erSad but 1#ccws:t serFir@b1 I owl i nu@/l3.r shaCol I i er @ a n per e:zfi I rl%tl d ma n y p e 0 pie don' t h a v e p rid e i nth E a (J1r 0 s per i t }ga I RT @b i sIVa r k e t i nT~: pic kin 9 up t h e#cptstn500 r*V TRY y get t i ng real per son to answer;) a oil r i s j s c h ni d t We w don e wi t h #1 ink e din c hat #p r 20c hat #kgJs t r smrt \C h a . Ii) nne ran d the n ma~ e #s rrrra nne r s. I\e v e r bee n tot afmrt gage(]na @SHuretAnd I don't bel ieve good cust orrer service i cor por at e e>pentmlls:nser v awaywit hit a rro l i nsat ay or#eust s e rsuck s because corrpani es can get #eust serw I I *eu:st serlvaggar d s pen al i Led by t he mar ke in-road to ~ t e Nl sse rr i gh t ! (] v e }Qu r c u s t 0 rre r san aifoby I'vtt cal #eust se r v ara t eNlsser TY 4 RT@>e fo r ~ r a I \S iAr ~ t e Nl sse r Ul sun 9 her 0 e s are let tin 9 c us t 0 rre r s fe e d b a c kin nov cjte us t se i" NI S e r vic e aMlrshaCol1 ier(]) }Qu! R@ol insat ay.o.r:ne>4:#!gI:ust se rw l l *eust serv I aggar d s pen al i Led by t he mar ket affilobFbundt ree@\8Hurett here of course are t hose sit es, Gt AHuman what ever but mashi ng "0" wor ks rrost t i rres. .us t ker #eust se r v arnffre)lll{ngman 1,170 tweet s generat ed 8,876,098 irrpressions, reach of 1,477,432 fol lower s wi t hi n t he p#sd:lst2~eITOIUr s on arrike nunes Mr ~t eNlsserA6: Tech that st ill give cust t he opt connect wi t h }Qu. A phone# shoul d not be bur i ed on #eust se r v

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CS like rredi ocr e rrnnagerrent ; it can br i ng ~u dovvn! @ 0 by rre t c a@fa n per e Lfi I u e , but s e r vic e ffi.l s t be a top - d 0 vvn c u #a UlSrt ES e r v alDisMlrket ingRT@rosperit ~@bisMlrket in*g: TRY get t ing real per to answer ;) « Idea is for real person to pick up t #cust se r v arnt t I ewp Thanks so m@ilrshaCol I i&@?ffre\<Kngrrnn for let t i ng m c r ash the <irecws t! !s e r v adlanpereLfil ITS @lal aAfsharSo whydoes nljC$ust se rsr ink?You think cos I know/do that? low pay doesn't at tract qual it Y peop rub ... aMlr shaCol I i er@BobFbundt r e@\BHuret "agent .... agent .... agent ... a #cust se r v a tn I I qui seng RT @ol i nsat a,<Xl.IlSi se rsuck s because co.' s can get avv: it. n e >4: #glIlS t s e rw I I see I a gga r d s pen a I i 2e d by the ni #cust se r v ai'mll eyi)(t guy Ffont row ~egOt ba ches ad ~u st opped by. Wn't ~u a wh i I @la I I e yi )( t g~ I rre n t ion gr eat c u s t 0 rre r s e r v i #cust se r v aifoby IVet cal f RT ~ffre'}(.l{ngrrnn: 1,170 tweet s generat ed 8,876,098 i rrpr essi ons, r eachi ng an audi ence of 1, 4'a~~!2smlvl 0'" awsel yicist RT@/I3.rshaCol1 iiJIrt:erest ing that #Oterst ock is on t F€t ail fe d e r a t iOr#ctls:tpserevnst ht bqD://t .co/U59cyrOz atiegOt bach Ws a treat to have ~u her@Btch.re~;Rlfks so rruch @4l r s h a Co I I i&@? ffr e \<K n grrn n fo r let tin 9 rre c r ash the #cust se r v amffi.lkeshgupt a @4lrshaCol I @e>rlI owl i @anpereLfi I #Sust serSad! But whose responsobil it yis it an~}S?Oganialt ion or boss? a Ml r s h a Co I lie r@ a n per e Lfi I rfSl Y n 9 h u rra n s wh a t the y are wo r t his hE corrpani es do not "get #cqsttser~t a IB ffr e WI{n grrn n @ ttl e ~ and ie, ~ u gr ace s 0 rra n y we e k I Y c hat s - ~ u r ockst ar on t #rilSsbser v a rro l insat ay orA6- Virt ual (AI) IVr's, Social rredia rronit oring, crow rep 0 r t #m.g; t s e r v a i'ml a Afs h a r @ a n per e Lfi I IlBJ I t u r e, p e 0 pie, pro c e s san d t e c h . To co rrp ani e s nee d t 0 i n v est - put rro n e ,<nIns:tr se rrs u t h a Btl a vvnrrc p ike Ch e c kin gin : @Mlm h a Co I I i IID1 ~t fo r ge t , t #xn.i~ 5e E v chat will be archived wit h@)trlitidltnetgEs'tltolCto/vCaAsc a ifo b Y IVet c a I f ~ ffr e WI{n grrn n a rra 2i n 9 - s 0 0 0 ffi.l C h k n dMIJ uesdl 9100 v r a ffil 0 b Fb u n d t r e ~ r t ga ge en n @'S Huret dis a gr e e . Co rrp ani e s h a vet 0 i nv #cust s e ran d peopl e. Thi nk Pr ofessi onal Wi t er vs. Fa Ser ver a me l I \Opt r a ~ffr eWl{ngrrnn take t i rre tot r ai n st aff & have rroni t off si t e cust orrer ser vi ce cent res. MIst #IaDst mrget ara t eNlsser Wnt true innovat ion? let cust orrers design ~ur cus sat i sfact i on sur vey t 0 see what hit ibEpl tat ecab~illAj fl\JX #cx#cust se r v atiegOt bach Big big thanks t 0 e v e r jo n e that #jCcstle;oerlllS tonight aMlrshaCol1 ier@havvnrrcpikeMssed ~u! Were have ~t.Jt:<h..Es::I:nSierv

rm

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@regort badlhlank ~u (leg! (leat to be in t he chat VI #cust se r v 1: 59 amffi.lkeshgupt a ~t eNlsse#cust se raqr ee, tn l ess ~u don't want t her ~ u , i n vvh i c h cas e , vvh Y put itt her e i n fi r s t p I ace! 1:59 aifoby IVet cal f (])od evening all - t hank ~u for the fant ast ic idea Ch e e r s fr 0 m I4Iu 5 t 5 e r v 1:59 adlanpere:zfil ITS @OIl owl inNoS: enough $$$toustaserpa}Check to have prid I\b i ncent i ve to del i ver good ser vi ce ei t her ... 1:59 a aev e n t hrran Awesorre!~ffre'}(.l{ngrran: 1,170 tweet s generat ed 8,876, irrpressions, reaching an audience of 1,477,432 folio", #cust se r v 1:59 a m ce l 'flTheoretRT@ijsen: This st oryis an arra2ing e xarrpl e of great cu ser vi cIt!I:. t p: I It. col n~dsler#busi ness #vi d eo 1:59 aMlrshaCol1 ierPI ease take last rrorrent s before archive clock end: post s! #a'ust ser v 1:59 ai'ml aAfshar @ an per e:zfi I Its e I e co rrrru tin g, rra r k eta I i gn e d co rrp ens c t r a i n i n g bud ge t , car e e r pat h i n g, per fo r rra n c e bon u s I #cust se r v

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