TWEETREPOkl5

,
sign u p fo r a fr e e a c c 0 u n t

cust ser

V
67 cont 178 ret ribut ors we e t s 170 @ e pi i e s

2012-05-23 t 0 2012-05-23 516 Twi t t e r sear c h res u Its Ti rre 2012-05-23 2012-05-231:00 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 1: 00 1:00 1:00 1:01 1:01

o

lin

ks

1: 00

2012-05-23 2012-05-23

1:01 1: 02

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1: 02 1: 02 1: 02 1: 02 1: 02 1: 03 1: 03 1: 03

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1: 03 1: 03 1: 1: 1: 1: 03 03 03 03

Tweet aMchael l¥ Ie (])od 6teni r@ffre\(.Kngrran &@Cust SeOveet e&:/tust serv wor I d lICujt ser v atrust Serv(]eet8erart s I\bw: "Wat are good wa'f3 to act on cust orrer cust ser v a tn I I qui seng It's not enough to be close tot he cust orrer. You', the c u s t o@EII)m pet e t'C$J 5 t 5 e r v a~odTO 6tening. Is t here a sit e or Twit t er handl e I can COl fi nd out about these chat sit opi cs 1It4lstt iserahat st a atrust Serv(]eet@ttchael l¥ l(J)od evening! Thanks for mmtis@rvlt arnffre)lll{ngrran @ wiebern~tegOt bac(@Achael l¥ @ill quiseng @G>odTO 6ten in gCu$t ser v atiegOt bach (]eat 2CU Fb~rshaColl i~ffre)lll{ngrran RT@ Cust SeOveet etn:cl udes ~u (] e~ emO t bachce o d eve r ockst ar SCUDStSJer v arnffre)lll{ngrran @G>odTO W usual I ypubl ish the topic 1-3 d ajs in ad, hasht ag c).Jst#ser v arnt t I ewp Mr @cust se91r\eet e"rWat ar e good wa'f3 to act on cust ( fe e d b a c k ?'c LiS t 5 e r"* k n 0 wi edge the c us t 0 rre r! Th a n k t their t irre a Ol.l s t s e r v I a b He I I 0 6t e r ~ 0 d ~ as t SJe r \At's ear I y rro r n i n 9 h 0 u r s 0 v e r Israel cl)stltserv atrust Ser v(] eet@g>odTO Q.Jr u n ekd In (] obp tall>: I It. col WLZ~nj ust c h e c k 0 u t the h:alsl1l t sae~ v atrust Serv(]eet@ccust selrar~od rrorning t oc~!siirv arnffre)lll{ngrran @cust selrarbHell 0 ls r aestl se r v aoilrisj schnidtSo far, so good. Awesorre #1 inkedinchat and #pr20chat #get real chat custdsE#r v aM chael l¥ I e @cust selrarbTop of t he IVbr ntt1~ rset v a ~ 0 d TO ~ ffr e)lll{ n grra n 0< t han k san d t han k s fo r t cIus t Vl&e 1C'f> rre ati egO t bach And how ar e t hi ngs in Isr ae@>ctJstdS§WcilDHeI 10 6ter~odyatcuSJt se!rut's earl yrrorning hours over he r r #cust se r v atrust Ser v(] eet@hr i sj schnililt Chr i sus# ser v aMlr shaCol I i er~ egO t bacH-lavi ng a lit tie co rrpuetest serrMlbij eng for tweet deck a to vel \til 6t e n i n 9 a I I ! re y Ha. n C@0U1lSrt! Ove e t eiC u 5 t 5 e r v Se a tru s t Se r v (] e e t @.1l r s h a Co I I i(i) 0 d eve n i n 9 Ml r £08 t SIe r v arnffre)lll{ngrran I\bt cert@Mtelet chais loading all tweet s ouan sgnt v.... atrust Ser v(] eet@rvel ')ill All Sweet lLcusit ser v

ts e r

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1: 04 a otH i sis 1: 04 1: 04 1: 04 1: 04 1: 04

2012-05-23 1:04 2012-05-231:04 2012-05-23 2012-05-23 2012-05-23 1: 04 1:05 1:05

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1: 05 1: 05 1: 05 1: 05 1: 05 1: 05 1: 1: 1: 1: 05 05 05 05

1: 06 1: 06 1: 06

2012-05-23 2012-05-23

1:06 1:06

2012-05-231:06 2012- 05- 23 1: 06 2012-05-23 1:06 2012-05-23 1:07

c h ni d t @Cust Se Ove e t e~ t tin 9 t his 0 u t 0 f t fiB ppID)S e:f8r I y. cust ser v a IB ffr e)lll{ n grra n @,il r s h a Co I I iEee n i n 9 ni s sills If: 5 e r v arnt t I ewp @ ovel y hIi ~ agai ndusft ser v ahrl\lllrkBernhar:tt:I--Ello #int ro I I'm IVllrk Bernhardt, Part ner & 6per @S?lVllrket i ng(] fin lenosha, Wu~t:ltserv a tru s t Se r v (] e e t l.aeCP k s a lit tie @lefave\(.l!IDigrra n: I\b t c e r @"welEet c h a ti s load in 9 al I tweet s t CCllf5itglsten/.... :/ # a tj e gO t b a c h 0< le t rre k now i f I can h e I p 0 r @itk'@e a CJ6lT lie r : ~ egO t bacH-lavi ng a lit tie corrput er t r oubl e wai til #cust se r v atrust Serv(]eet@TMirkBernharl:lit IVllrk and wei correcDstl6!el#v alBffre)lll{ngrran PI ease pardon e ce s s i v e tweet s nex 60 ninut es due 21 of cast ser v ahrl\lllr kBer nhar@Cust SeOveet elftel I 0, Fb~stltserv ami rrart in 6tening e v e r jo neust sse r v atjegOt bach Hello IVllrk@flUllrkBernhardlt-e11 0 #int ro I 1m IVllrk B er n har d t , Par t n er & 6per i en c@9Qd3.clkiettEimtg(]flPm W #cust ser v aMlrshaCol1 ier~egOt bachThedtlst serool urm isn't opening grrrrrr a til n ked In 50 e r t RT @ h r i sis c h ni Sci fa r, s 0 go 0 d. Awe s 0 rre #1 ink e din c hat #pr 20chat . I\bw for #get r eatutS11aseEitlldln~edi nchat a tru s t Se r v (] e e t <§1l1 p» All! :) @fr i sis c h ni@Cust Se Ove e t e~ t tin 9 t his 0 I of t he waye@3JpJDos :tCust ser v a to vel \til @ ttl e Vvj)~ a ga i n Bra rcaIJ se !5 etr v a Ol.l s t s e r v I a b ~ egO t b a c Ht 's ge t tin 9 wa r m 0 u t sid e :) Su mre r i s c ( cust ser v a tj e gO t b a c h He I loT J -::N c e t 0 see @oiurralffll ffitre:ni n 9 eve r ~ n e ! # cust ser v a hrI\Ill r k B ern h a r @i e gO t b a c H-li, (] e g! (]) 0 d t 0 S EmJ ~ iae I#v a Ere v e nth rra n (] eat t 0 b e her e. f-b w' s eve r }O n e C<IIJ s t rs' e It vo nigh t ? # a tru s t Se r v (] e e t @ ri rra r t (]) 0 d eve n i n 9 T CEllIlS t #5 e r v a IB ffr e)lll{ n grra n W' rea b 0 u t t 0 s tar twit h Q;.. Ha. v e a bun c h 0 f go 0 d soft ba busts s e r v aM chael l¥ I e @,ilr shaCol I iTEJleet Chat is wor Icius~ se;r'lit aMlr shaCol I i erToni ght 's t opi c: "Wat ar e good wa'f3 to act on cust cust ser v a Ifa rrfvk t gNJ t RT @ n ked In 50 e r t RJ @ h r i sis c h ni Sd: fa r, s 0 go 0 d. Awe s 0 m #1 i nkedi nchat #pr 20chat . I\bw forclit§~tsee4lI\ltcb11a~ # #ge t rea I c hat atrust Serv(]eetlmmg well t han@evl!U1t hrra ns e a t to be here. f-bw's ever ~ne doi n' t (clWs~h$e;r# atjegOt bach (]eat. looks I ike a high of 86 @ccustosBi}6!bRJ" ~ egO t bacHt s get t i ng war m out si de :) Sumrer is COl cust ser v aMlrshaCol1 ierSoft ball at t hcrustesellyvlt a tru s t Se r v (] e et @>a rrfvk t gNJt Hi, Pa m! N ce t 0 s EmlS}b lS.er#v aotHisi schnidtlVllyget a I it tie dist ract ed forc_tse.euog:laantd and #s t I ca r din a I s ga rre 0 n . arnt t I ewp @arshacolll-E}B IVllrshac!:llIslf:serv

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1: 07 a m e Anrs t in 1: 07 1: 07 1: 07 1: 07 1: 07 1: 07 1: 07 1: 07 1: OS 1: OS 1: OS 1: OS 1: OS 1: OS 1: OS 1: 09

2012-05-23 1: 09 2012-05-231:09 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 1:09 1:09 1:09 1:09 1:09

201 2- 05- 23 1: 10

2012-05-231:10 2012-05-23 1: 10 201 2- 05- 23 1: 10

(])od t opi c@ffilir shacol I iTrom:ight 's t opi c: "'Nat ar e goe t 0 act 0 n cu s t 0 rre r fem..d;t1Iaml?\t # atm egO t bach N ce t 0 see ~u Shal @rolvlellHf hrrarG: eat t 0 be her e. H ever ~ne doi n t oolil~tlts@1#v ami rrar tin N ce t 0 see ~u as @!4e1@lRTbacl1-lel I 0 TJ -::N ce t 0 see ~u. Rl@ i rrart ffitre:ning e ve r jo neat sse r v alnt t I ewp @r egor t ba@Cust selrarbln t he SO's her e in I\br Cal!! 6te cust ser v a tru s t Se r v (] e e t @tt e Pgu s t i rG> 0 d eve n i n 9 ..e sse! Th a n k s fo IC usdl rS eugv # a mffr e\lll{ngrran ..bi n the ot herCIIJ§6-&#riOChange rrerrber s of t hi s chat e linkedlhttp://t .co/4luuC4sr a¢ti8 Hur et (] eet in g!i:lJs/t se rpo s s e l atrust Ser v(] eetRfr~ffr e'}(.l{ngrran: ..bi n t he ot heCLOO5Se#iOChange rre rrb e r s 0 f t his c hat 0 rh t lit n 1k:6' din. col 41u u C4 s r @Cust SeOveet egood eveni ng t (C~lJlseltv ami rrar tin a Int t I ewp @arshacol l®effr e'}(.l{ngrran I'm a Sout hPaw ... #Br i nglt # cust ser v atrust Ser v(] eetB3rg hoVldyl ~ Hur et (] eet i n9$l,Is1#ser~sse! alfarrfvkt gN.lt RT @hr i si schni Wy:get a lit tie d i st r act ed for #get cust se.r 9 and #s t I ca r din a I s ga rre 0 n. <- Pr i 0 r i tie s a¢ti8Huret @t t I e~cyseeing ~u heroolst;s,H#t aMlrshaCol ierTonight 'ss chat will be archived wit h t he past rron ht t p:llt .co1Z1SpZOt X atm egO t bach 1.0 n 9 t i rre not a I k. How a@B'ld.lI?eIRT(] eet i n gs, # cust se rpo s s e cus t ser v afrrl'Vllr kBer nhar[dltdj ust i ng gl oves] ~ her~WEStgm~oRT i8<Jft bal I at read ycMIst ser v a Ml r s h a Co I lie rQ1: Fee d b a c k i s val u a b leo n I y i f co rrp ani e sac ton it #cust se r v a aev e n t hrran @Cust SeOveet eawe s o rre l can't wai t cuats searv ;) # arnffre\lll{ngrran RT@/llrshaColl i®t:: Feedback is val uabl e onl yif co rrp a on it. True orcfiEltss:e?r:fV a mw e be r n e i t True, asking for it is usaJMisshelCseI Fiffi)t:: Feedback is valuable onlyifcorrpanies act on idustsertv or Fa atmegOt bach @TMI.rkBernhar@,ilrshaColl i-es i s i o n s of t hat "big chew' s h red d e d gu rre u ~ t is e r v acral cent erdr#cust serFio Bank Eilhances Cust orrer Service and Tel EIficiencywit h Sel f-Serh'iicEJ!?:JJ.t .co/gkffiLSS acral cent erdr#cust serlW'C Airport s Add l\ew, Hoi ographic Cust orrer .AQe t 1st t p: II t . co I B STrm N'vtn n acral cent erdr#cust serAssurant Special t yPropert 1, leader in Insur Se r vic e s , H r i n 9 i r1n t Iill flJ:t! Y1t . col t Glv q PPu a fill ish 0 I m7 @)a r a h He d a \8. t 18:1i gh tin 9 Cu s t 0 rre r s v s . IVe e tin 9 Th e i r 6p e c tat i cb1r1J s: p: I It. col Pi ~~ flj)e rw a @. \8. d ni ria n &@npact I ear n i n 9 atrust Serv(]eetRfr@/llrshaColl i®t:: Feedback is val uabl e onl yif co rrp a on it. True orcfiEltss:e?r:fV a¢ti8Huret ~egOt baclVerywel I, t hanks. AI I set tocuse tse rwr e p a me lit 0 sway @/ll r s h a Co I Iii Erlr t 0 day spa s s i v e a ggr e s s i v e co mmun i cat phon e cal lis t d:lllStbset v#

uo

I

1: 10 a otH i s j s c h ni d t @,il r s h a Co I I i Fa ~ s e . I{J 0 wi edge i s IaD.rsIl rs e I#v 1: 10 atm egO t bach A1: fa l se. It rra k e s gr 8 case st ud i es for t he corrpan i on i tcuss ser v j 0 i ned us? To pic r e ni n d e r: "Wa tar e go 0 d wa 'f3 2012-05-23 1: 10 a tru s t Se r v (] e e t Jest cust orrer feed b a cust se r v 2012-05-23 1: 10 a tru s t Se r v (] e e t @ rwi e be r n ~td ~ t rra n y 0 r ga n i za t ion s don 0 t h i n 9 wi t feedback. cL(s1#serv 2012-05-23 1: 10 a me lit 0 sway @,ilr s h a Co I I iter ueust se r v 2012-05-23 1: 10 a Ml r s h a Co I lie r~ e gO t b a c li3un fl 0 we r see d s (a I tho ugh wh e n I wo r ked lOdger s, t hey showed rre how toni x t he tobacco wi t h cust ser v 2012-05-23 1: 11 a rrnr i sj schni dt @,ilr shaCol I iTffirat sounds like a pr e tcuat csanv job. # 2012-05-23 1: 11 a ma n a br o i ch @,ilrshaColl isrrrre t l rre a jo u s i rrpl e cannot do what th want s. It's i rrpo r t ant to hel p them kn(W,l$tvvlsetv}Ou 2012-05-23 1: 11 affpeed Br kr @,ilr shaCol I iMr. A r het or i cal quest ion bucusal seaw t r 2012-05-23 1: 11 atrust Ser v(] eet@.el it os Vlifi)an ks for coni ng t 0 tenet <Simtv! # 2012-05-23 1: 11 a Ml r s h a Co I lie rA1: He a r i n 9 i s n' t d 0 i n g. I\b t h i n 9 0 c cur s , n 0 c u s t 0 rre r }Ou actcutStserv in fal se. Sorre feedback shoul dn' t bE@4lctleCB:ICClDlnl. i efIf: 2012-05-23 1: 11 aifCoughl Feedback is valuable onlyifcorrpanies act on it. 1 cust ser v 2012-05-23 1: 11 a mffr e\lll{ngrrnn Wnder i ng how rrnny SfvBs real i 2e the ki nd of feedback avai I abl m.fStf: ser v 2012-05-23 1: 11 a tm e gO t b a c h @,il r s h a Co I I iIek new the r e fe r e n c e wo u I d not bel 0st IVar s h a. 10 d ge r s e h? #ccst s~ r v 2012-05-23 1: 11 a tru s t Se r v (] e e t @J ranab r 0 i cam 0 d eve n i n 9 and we I mrstes e # v 2012-05-23 1: 11 al5l iviaHaversof'iIT@,ilrshaColl iAt:: Hearing isn't doing. I\bt hing occur cust orrer is sat i sfi ed urcus t s:fl!)luvact # 2012-05-23 1: 11 arnt t I ewp @.bhur etH ~! !cutst ser v 2012-05-23 1: 12 a otH i s j s c h ni d tic h 0 s e Fa I s e , be c a use fe e d b a c k can be po sit i vet 00. n egat i veustf: ser v 2012-05-23 1: 12 a tn wi e be r n e i tun I u c k i I Y - the y wa s t e r E@6ustSaamet er : @ wi e be r n ~td ~ t rra n y 0 r ga n i za t ion s don 0 t h i n 9 wi t t feedback. cL(s1#serv act on it 2012-05-23 1:12 ahrl\lllrkBernhar<G11t Feedback is val uabl e onl yif corrpanies st al e, ITO #cust s e rlv A True. Lhused feedback is I ike do a n y hi 2012-05-231:12 atrust Serv(]eet@lpeedBrkf\.bt rhet orical. IVanyorgs don't fe e d ba ck cuat serv 2012-05-231:12 aifheMsHeI ITS True! F@VbrshaColl i®t:: Feedback is val uabl e onl yif co rrp ani e sac ton it. Tr ueu s>tr s 91 \S e? # 2012-05-23 1: 12 a¢ti8Hur et A1 Fee d b a c k hap pen s wh e the r u ask fo r ito r not . Pe review, post, tweet 24/7. Social list ening is as i m cust ser v 20 12- 05- 23 1: 12 a tn wi e b ern e itt hen s t r e n gt hen the ~ ITreirsmtsllc$1 nIirn tho s e Fa I s e , be c a use fe e d b a c k can be po sit i vet 0 0 . I\b t a I wa 'f3 n e cust ser v 2012-05-23 1: 12 a ma n a br o i ch @,ilrshaCol I iffirl feedback is vallIstaseew # 201 2- 05- 23 1: 12 a M c h a e I l¥ I e A1 True. Cu s t 0 rre r fe e d b a c k i s rre ani n gl e s s wi tho u t an d act i oust :tSer v 2012-05-231:12 atrust Serv(]eet@hrisj schniAlhtd posit ve feedback requirecusbs:ootvion' 2012-05-23 2012-05-23

2012-05-231:13 2012-05-23 2012-05-231:13 2012-05-231:13 1: 13

2012-05-231:13 2012- 05- 23 1: 13 2012- 05- 23 1: 13 2012- 05- 23 1: 13 2012- 05- 23 1: 13

2012-05-231:13

2012-05-231:14 2012-05-231:14

2012-05-23

1: 14

201 2- 05- 23 1: 14 201 2- 05- 23 1: 14 2012-05-23 1: 14

2012- 05- 23 1: 14 2012-05-23 1: 14 2012-05-231:15

2012-05-231:15 2012-05-23 2012-05-231:15 201 2- 05- 23 1: 15 2012-05-23 1: 15 1: 15

A1: fa l se. Feedback can be great for rrarket r esear r doe s n' t rre a n ~ u h a vet 0 act CDlJ sa I s e reM the m# aMlr shaCol I i erP('I? I real I y di sl ike that pr orrot ed tweet that kee non-st op I ike a bad pennyat the twp sertvhe col um aotHisj schnidtPosit ive does, but rrost j urrp t 0 a negat ive nindsel and dtlst se rar e rrent i oned t oget her. atronniebell RT@/I3.rshaCol1 i~?1 real I ydisl ike that prorrot ed t keeps showi ng up non-st op like a bad penny at the #cust se r v arnt t I ewp RT@ichael 1'I..4.1eTrue. Cust orrer feedback is rre a n i n ; wi tho u t res po n s i v e n e s s CD1.J(5 t cmt r iw n. # a sa n cheLj b .b i n i n gnsst s er xal beit I at e. 6tening e v e r jo n e l a¢ti8 Hur et A1 To cl arify, corrpanies rraypick up feedback t hru soc and rrake changes, adapt. I\bt al wa.}Gusbesetru-one. # atrust Ser v(] eet@hr i sj schnil1letnce a coupl e of quest i o neusta searv .. :) # a tn ve l \til A1 Tr ue, ~ur cust orrer s rrayas wei I be si lent if t he fe e d b a c k and ~ u are n 't act i n 9 0 nit - s a rre e n ga ge IT cust ser v a sarrr a t 747 RT@/I3.rshaCol i~?1 real I ydisl ike that prorrot ed t keeps showi ng up non-st op like a bad penny at the #cust se r v atrust Serv(]eet@ancheLj ti])od evening qo o ccuatr s es v atnwieberneit +1@SHuret A1 To cl arify, corrpanies rraypick up fe e d bar soci al list eni ng and rrake changes, adapt. I\bt al we cust ser v a mffr e)lll{ngrran 02: How do ~u respond to a cust orrer about negat iv ( co rrp I a i n tC9i§t#se r v a tru s t Se r v (] e e t Rf r~ ffr e)lll{ n grra n: 02: Ho w d 0 ~ u res po n d t 0 a c u s t 0 ITE negat ive feedback (corrpl.latrste,9# a ifCo ugh lin not a I I fe e d b a c k i s val u a b Ie, s 0 rre i s jus t wh i n i n g. ~ u r s elf e n 0 u gh t 0 u n d e r s tan de u:5itffs e e Il c e . # a rrnr i sj schni dt RT @"Coughl i nnot al I feedback is val uabl e, sorre is j Tric k i s res p e c tin 9 ~ u r s elf e n 0 u gh t 0 u n d e r s tan d d cust ser v a tru s t Se r v (] e e t @"Co ugh I i n(]) 0 d eve n i n 9 and we I mmtese # v aMlrshaCol I ierRT ~ffre\<Kngrran: 02: How do ~u respond to a cust OITE negat ive feedback (corrpl.latrste,9# aifheMsHeI ITS RT@/I3.rshaCol1 i~?1 real I ydisl ike that prorrot ed t keeps showi ng up non-st op like a bad penny at the #cust se r v a m e Anrs t in A1: True - but brands should look at feedback wit h eve n dee per i n gj Lg1;11I: se # v a mffr e)lll{ngrran @/I3.rshaCol I ilemever see pr orrot ed tweet s unl ess I ar Twitter. #hootuatiserYi atrust Serv(]eetRfr@:jePgust inA1: True - but brands shoul d look at a c r i tic a I e ~ t 0 ge t eve n clausll> ESe ri 111 sigh t s # a Ere v e nth rra n ~ ffr e WI{ n grra n A2 : Ap 0 I 0 gi:ie and F€ sol vet b B S ts see v; ) ahrl\lllr kBer nharhJ1t 6cept i on: Feedback rray be val uabl e toot her cus pro s p e c t s) wh 0 "h ear" it, i n fl u e n c i n 9 the i r dec i s i 0 I cust ser v a aev e n t hrran

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1: 16 a hrI\Ill r k B ern h a r RID@ eve nth 1: 16 1: 16 1: 16 1: 16 1: 16 1: 16 1: 16 1: 16 1: 16 1: 16 1: 16 1: 16 1: 17 1: 17 1: 17 1: 17 1: 17 1: 17 1: 17 1: 17 1: 17 1: 17 1: 18 1: 18 1: 18

rrn ~ ffr e '}(.I{ n grrn n PI2. fop 0 I 0 gi 2e and : F€ sol v e t he ls suecust ss e r v a tru s t Se r v (] e e t ,LIe d act t 0 see nor e@:Bltte8f fffra ~ ffr e WI{ n grrn n PI2. fop 0 I 0 gi 2e and : F€ sol vet Im.Is t $.EB' v ) # a mv a n h a ni Ito n (]) t s 0 rre bad c u s t 0 rre r s e r vic e fr 0 m a bar ten d e r, bu i n dt.I s t s e roil at. Hi gu}S! a Ml r s h a Co lie rPI2.: 011 i n e? Vl'1 k away fr 0 m the co rrp ute r, ge t a cup 0 f breat he. Then, think t hr o uens a eee eo n s e # a tnt tie Wf3 PI2. \Nt h a huge a pol 0 gy and e rrp a thy tot : h e irs i t u at cust orrer s just want to beust $l:eeued to! # a ¢tiSHuret RT @ eve nth rrn rAj: Fa I s e . Fe e d b a c k can be gr eat fo r rr research, case st udies .. doesn't rrean ~u have to #cust se r v ahij<en (])od evening e ve r jo n e . JJrrping in for aCUsWRmlllt es. a mr i c ander ser@,i=l.r shaCol I iter e e fal lsi n t he for EmJIst qiS3"9A: ion? # a ~ e AJu s tin PI2. G t tot : h e u n d e r I y n 9 "p a i n poi n t " - t }p i c a I I Y VI co rrp I a i n tis abo uti son I y ~lWlS ta s e r df e e p . # a tru s t Se r v (] e e t @III a n h a ni I t liD' en i n 9 6t a rcuslt s e r v aMlrshaCol1 ier@ric andersi'e:re he eust serv a oil r i sis c h ni d t RT @j e AJu s t i nA2: G t tot h e u n d e r I y n 9 "p a i n poi n t " wh at the y say the co rrp I a i n tis abo uti s co s t 'S n v fa c E a aev e n t hrrnn @Cust SeOveet erreni nds rre of t hi s trend about bi 9 de bus i n e s sin tel IciLgitn se r it a¢tiSHuret RT @t t I e~: \Nt h a huge apol ogyand errpat hyt 0 t hs si t uat ion, rro s t cust orrer s just wand:ustt (Serraf list en a tn ve l \til PI2. kknowl edge the cust orrer publ i cl 1, take it pr i v : pub I i c s 0 eve r ~ nee I s e see s t 100sib Is e 0 w t h r u. # affilr adBennet t How to i rrpr ove t he pat i ent e xie r i ence - Sust ai nabl http:// t . col ~t1ser v atrust Serv(]eet@ric a n d e r sle n Eric! (Yes t ree/forest IVlbosEseirS\t eni a hij< e n PI2.. We nth ere's apr 0 b I em, 3 t 0 do' s: H x it, wi t h t and sen s e 0 fur ge DIIl,t set v atm egO t bach RT @bvel ')ill: PI2. kknowl edge t he cust orrer publ i cl 1, privat e, bring resol ut ion publ ic so e v e r jo n e el se cust ser v a IB ffr e WI{ n grrn n PI2. I wa n t a CSR t 0 qui c k I Y gr asp ny co rrp I a i n tan : d rE cust ser v a Ml r s h a Co I lie r@j e AJu s t i rOO c t I Y. le a r n i n 9 fr 0 m co rrp I a i n t s s h 0 u I d be rra kin 9 the c u s t 0 rre r fe Edu sti es etr v r) # a I5l i v i a Ha v e r so @S Huret It has t 0 be bot h. Co n s u rre r s c r a vet he 0 n cust ser v a tru s t Se r v (] e e t Rfr@M< en: PI2.. We nth ere's apr 0 b I em, 3 t 0 do' s: Hx right at tit ude and s e n s ecuat usaewcy # a ifCo ugh lin ~ ffr e WI{ n grrn n PI2.) i f val i d, a c k n 0 wi edge and fi x i f po s : cl earl ynot val id, acknowl edgecaustlsrmwe on. # affpeedBrkr @Cust SeOveet elrsayrhet orical because when woul d t eve r be fa I s e? If the rei s, I can' t t h ink 0 fit at tt cust ser v ahrl\lllr kBer nharRlEi PI2.:@bvel \til If t he feedback was publ i c, t hen ~s, a c k n 0 wi edge pub I i c I 1, be fo r ere sol v i n 9 pub I i c I Y 0 r p I

2012-05-23 2012-05-23

1: 18 1: 18

2012-05-23 2012-05-23

1: 18 1: 18

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1: 18 1: 18 1: 18 1: 18 1: 18 1: 19 1: 19 1: 19 1: 19 1: 19 1: 19 1: 19 1: 20 1: 20

2012- 05- 23 1: 20

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1: 20 1: 20 1: 20 1: 20 1: 20 1: 21

ser v ahijsen PI2.: Th e go a lis n 't t 0 jus t fi x the pro b I emit is c u s t 0 rre r 's con fi doarsd es e t't v a sa n che z b RT @ a n c h e Lj tA 1 So rre fe e d b a c k rra y not be val u a b Ie. I\b t fe e d b a c k nee d s t 0 be act e don, e g, fe e d b a c k t hat c cust ser v a¢ti8Hur et PI2.: Publ i c acknowl edgerrent isle( -- but aft er that, a p pro p ria t e tor e sol v e 0 ffl i n e, e s p e c i f daega 5 e r SIS u E al5l iviaHaversofiT @bvel \ill: PI2. kknowl edge the cust orrer publ icl 1, t privat e, bring resol ut ion publ ic so e v e r jo n e el se ~ #cust se r v a M c h a e I l¥ I e PI2. Th a n k the m fo r the i rho n est fe e d b a c k, col I e c t up wi t h t hem on any cor r ect i ve act ions (ClIsti ~rr(Yvem a I5l i v i a Hav e r s 0 fiT @:l e ~u s t i nA2: G t tot h e u n d e r I y n 9 "p a i n poi n t " wh at the y say the co mpI a i n tis abo uti s co s t 'S n v fa c E a IB ffr e WI{ n grrn n @ eve nth rrn \fill: h big d a t a / biz i n tel , ~ u can see soc i a out lie r s t hat i n d i cat e <Xl.I1S~ ~e 0 ~ I e ITS . # a rri ken un e s RT @M<en: PI2. : Th e go a lis n' t t 0 jus t fi x the pro b len r est or e t he cust orrer' s <rustfis:eerrvce. # a tru s t Se r v (] e e t @lID e e d B r k f]) 0 d 0 r gs sur e don' t wa n tot 0 be fa I s e . t h ink the y don' t , but t a k asUIS b ts e 11 (9t ion s . :) # a m e Anrs t in RT @arshacol I @rlre:~ust i rEact I y. lear ni ng fr om compl ai s h 0 u I d be job 2 (a ft e r rra kin 9 the c us t ustes e !fate I bet a tru s t Se r v (] e e t Rfr@i ken un e sP.IT @M< en: PI2.: Th e go a lis n 't t 0 jus t fi pr obi em It is t 0 al so r est or e t he ceastoae r vs cor a bi I I qui sen 9 + 1! Rl@M< en: PI2. : Th e go a lis n t t 0 jus t fi x the pro b I res tor e the c u s t 0 rre r s <DIllS f 5 e n ve . # a otH i s go n \€ a RT @M< en: PI2.. We nth ere' sap rob I e m, 3 t 0 do' s: H x right at tit ude and s e n s ecuat usaewcy # a aev e n t hrrnn @4lr shaCol I iTem ng is e ve r y hi ng »PI2.: 011 i ne? WI k aw the co mpu t €DUs.t. 5 Ii r v a sa n che z b O<ay, now I'm RTi ng rns e l f. Mly be t i rre ctest se dv ... # a I5l i v i a Hav e r so @ ttl e \l\¥' shu rra n nat u r e. 6t e r ~ n e a I wa 'f3 wa n t s t a to.cutstserv a Ml r s h a Co I lie r@ eve nth rrn ilii rri n 9 and pat 00 IS t ES £it v a hrI\Ill r k B ern h a r @Pe e d B r k tf the fe e d b a c k gi v e n pub I i c I 1, a not her c us see val ue in it, choose (not t 0) buy. Company rra y ac cust ser v ahij<en RT @t1 c h a e I l¥ I Td!1 n k the m fo r a h e i rho n est fe e d b a c k , d a t a & fo I low u P wi t h the m 0 nco r r e c t i v e act ion s / cust ser v atrust Serv(]eet@ancheLj b-a : WI I that's a "I eadin<g..lslbcSma\l: or. :) :fJ a M c h a e I l¥ I e PI2. H r s tan d fo r e rro s t , qui c k I Y a c k n 0 wi edge ~ u h a v e r feed back an d than kcdlsiteser it a t:m e gO t b a c h le t 's not fo r ge t t hat eve r y c u s t rri gh t h a v e u n i que the m fe e I "b @:lte ~LI's t i r@tl r s hac 0 I I taus t Se r v a tru s t Se r v (] e e t @l" i v i a Ha v e r s n k s fo r co rri n 9 t 0 tc net <SImtv! # a Ere v e nth rra n @? ffr e WI{ n grrn n I gu e sst h e c h a I len ge ish 0 w t 0 i n t e r I when ~u have I ot scuat i ser.v s ad1.ckWgner 54 RT @SHuret A1 Feedback happens whet her u ask for it

cust

I

om

2012-05-23

1:21

2012- 05- 23 1: 21

2012-05-23 2012-05-23

1:21 1:21

2012-05-23 1:21 2012- 05- 23 1: 21 2012-05-23 1:21 2012- 05- 23 1: 21

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1: 21 1: 21 1: 21 1: 21 1: 21 1: 22

2012-05-23 2012-05-23

1:22 1: 22

201 2- 05- 23 1: 22

201 2- 05- 23 1: 22 2012-05-23 1:22

20 12- 05- 23 1: 22 2012-05-231:22

2012-05-23

1:22

Peopl e bl og, r evi ew, post, tweet 24/7. Soci al i st E act i 0 rcusit se r v a sa n che z b @hr i sgonw@tken lVa~e 4 "To 10' s" her e? #4 HX it cor #cust se r v ahij<en ArvIN! RT @t1 c h a e I W I If2. H r s tan d fo r e rro s t , qui c k I Y a c k n 0 wi edge 'yO h a v ere u c e i v edt h e i r fe e d b a c k and t cust ser v aoilrisj schnidtGving a follow-up response goes a long way. let cust be jo n d just say ng t heuso ress.v # aMlrshaCol I ierRT ~egOt bachl:et 's not forget that everycust nigh ide a 0 f wh at rra k est hem fe @1j e'~e t tt i EI@1lr s hac 0 lie r #Cust Se r v a aev e n t hrran ,AQree@/l3.rshaCol I ieirn:i ng and pat iooste:sEffrv ati egO t bach I t hi nk 'yOu' r e good unt i I 'yOu #FF~aBehEbj. .bO<)ajIT now 1m RTing rns e l f. lVaybe t irre fC[Jsb~.r:f2ustt Serv aMchael l¥ e (])od 6ten i r@t!Y<en dtust ser v a¢ti8 Hur et @J iviaHaverslgTeed. To nypoint, 1st st ep publ ic. B c i r CUlTS tan c e s nee d t 0 bet a ken 0 ffl i n e aft e r the cust ser v a tru s t Se r va e e t @ eve nth rraAi wa 'f3 the key - d a t a i s jus t d a t a. Co n v i nfor rra t i on and i nt el I i gencrusti setr hJe key. # a hij< e n @ eve nth rra t'ib t a I I d a t a i s gcxn..d; dsEtnl. t # a Ml r s h a Co lie rQ3: f-b w d 0 'yO res po n d t 0 a c u s t 0 rre r abo u t po sit i v I u ( P r a i s e ;C'fl SIt s e r v a rn ffr e WI{n grra n @ eve nth rra ilih at t a k e s biz s a v v 1, dee pin d u s try k n 0 wi an al 'J. i c seustl se#v atrust Ser va eetRfr@/llr shaCol I i 00:: f-bw do 'yOu respond t 0 a cust orrer po sit i ve fe e d b a c k (fDUC5~ s~ f?V# a tnt tie Wf3 RT @r e go r t b a clat 's not fo r ge t eve r y c u s t ni gh t h a v e of what rrakes t hem feel@e~u1se[ t@/llr shaCol I iiEr Cust Ser v arnffreWl{ngrran RT @/llrshaCol I ioo:: f-bw do 'yOu respond to a cust orrer po sit i ve fe e d b a c k (fDUC5~ s~ f?V# ahrl\lllr kBer nhar<GBt f-bw do 'yOu respond to a cust orrer about posi t i VI ( Pr a i s e ;C'fl SIt s e r I v A: 6p res s gr a tit u de. a tn wi e be r n e ita t han k 'yO '@!ITfr e WI{n grra n: RT@4lr s h a Co I I i 00:: f-b w u d 0 'yO res po n d t 0 a c u s t 0 rre r abo u t po sit i v e fe e d b a u cust ser v a EJB n c h e Lj b @ eve nth rn:@ ffr e WI{n grra n H r s t p r i rra r y c h a I len ge i s t t he quest ions that ar e dr i vi ng t he i ouse rarrrer at i 0 a tOO I eb leak RT @/llrshaCol I ioo:: f-bw do 'yOu respond to a cust orrer posit ive feedbEolst'SiHlvt p://t .co/lNjdrj gQ a tru s t Se r v a e e t Mr Th a n k s. Sa. h r i n 9 p r a i s e wi t h tea ITS . Ef1 ga gi n 9 c u s t ( rror e abt what t hey I i least' <soorv' t . # al5l iviaHaversof'iIT@b\A!: kinsonT:onight o n cusre se ronat : "Wat are good wa'f3 to act on cust orrer feedback~ i>Mllitow/1 i er ~ ffr e WI{n grra n atiegOt bach K3: Sing it from the rooft ops -I\b, thank them sincer 'yO res po n d t 0 a c u s t 0 rre r abo u t po sit i v e fe e d b a c k u Cust Ser v

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1: 23 a~e 1: 23 1: 23 1: 23 1: 23 1:23 1: 23

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-231:23

1:23 1:23 1:23 1: 23

2012-05-23 2012-05-23 2012-05-23 2012-05-23

1:23 1:24 1:24 1:24

2012-05-23 2012-05-23

1:24 1:24

2012-05-231:24 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 1:24 1:24 1:24 1: 24 1: 24

Th e Cu s t 0 rre r Se r vic e Cu @: bur ri ta. t tzy: / / t . co / W O#EkZe cust ser V a tn ve l ')ill K3 Pc k n 0 wi edge po sit i v e fe e d b a c k a I wa 'f3 wi t h a han I cust ser v aMlr shaCol i e r@ wi e be r n etbtu' r e r i gh t - s 0 rra n y bra n d s fo r ge t t 0 TIas irrport ant (rrajoe rrore) than cl eacruS1l:gslfefJ\B rress a~ ePgust in @I i vi ahaver SiqJlnt - of cour se, assuni ng t he "under I~ an accur at e i nm.i~tser:ftf ahij<en K3 - Than k cust orrer. Then discuss wi t h team what we fr om ni st akes. Wy not al so I ear nclftsdlrs~lnll.i se? # atrust Serv(]eetRfr@bvel ')ill: K3 Pcknowl edge posit ive feedback al wa'f3 v than k ~DtJsf ser v ahrl\lllr kBer nhar~t1g ~ur t hank~!6"gO t bachA3: Si ng it fr om the r ooft - I\b, t han k the m sin c ere I y. Q3 : ... po sit i v e fe e d b a c Cust Ser v al5l iviaHaversotf ~u are genuinel yt r y n q to sol ve a probl em for a ( doing weld:ust iServ atru s a rre r cl je s K3: acknowl edge t he feedback and give cr eust se ov cus atnariq ahrrnd K3: Pass along praise to co-workers/ot hers invol vel evoked pr ai se. F€war dusteaer it a mffr e\lll{ngrrnn @M<en Consequent t he need for goo®Ei!l.vewt irtrrans . @ a n c h e lj @cus t 5 e!l1r\ee t Giru5 t 5 e r v atrust Serv(]eetRfr@M<en: K3 - Thank cust orrer. Then discuss wit h t e, wo r ked . W I ear n fr 0 m ni s t a k e s. Wy not a Iso I ear n cust ser v aifCoughl in @,ilrshaColl iAaO wit h t hanks and appreciat ion, and i cases a request t 0 have them soci al i :iectlS1eser61>per i a¢ti8Huret PI2. Tining is crit ical. Sirrpl yacknowl edge PSAP wit hin soc i a I p I at fo r m, eve n i f u can' t r e EO 5" eseinwre d i ate I aoilrisj schnidtPcknowl edging posit ive feedback rrnyl ead to new inn rever t t 0 Tr u e cfDs t ®eo r Vf: affpeedBrkr @Cust SeOveet elr d love a st udyon big orgs who take not do a n y hi ng w/i t . Is t hi s happeni n rror e oft en t cust ser v atrust Serv(]eetRfr@ ariq ahrrnli3:: Pass along praise to co-workers/ot i n v 0 I v e din sit u at ion t hat e v 0 ked prusltsee r FEwa r d amric anderser@Cust SeOveet eirndeed! Is t here not al so val ue from c us t 0 rre r ' s n per s p e c t i ve, jus t the fa c t t hat the c( cust ser v a sa n che z b RT@regort badht hink ~u're good unt il ~u #FF~ursel #CI assi c! cuat iSer v acral cent erdr#cust serlilnan Fbrrnn: Is Your Cust orrer Service MIl tic http:// t . co / d 7 QJ v ZRF acral cent erdr#cust ser5tV!i'f3 to Gt Bet t er Cust orrer Service ht t p:llt .co/7J3.vEOB< acral cent erdr#cust serGbl1 aborat ion-I\bw I\,t)re Crit ical Than 6ter Cust omhttp://t .co/}8Q~:bd:r a aev e n t hrrnn @Cust SeOveet @ijsen ~ffr e)lll{ngrrnn Thanks for the ins i gh t s.. n oc us (j 5 e r t/t aMchael l¥ Ie K3 Pr ai se feedback shoul d be responded to wi t h gr at

2012- 05- 23 1: 24 2012-05-23 2012-05-23 1: 24 1:24

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1:24 1: 24 1: 25 1: 25 1: 25 1: 25 1: 25 1: 25 1: 25 1: 25 1: 25 1: 25 1: 25

201 2- 05- 23 1: 25

2012-05-23 2012-05-23

1:25 1:26

2012-05-23

1:26

2012-05-23

1:26

2012-05-23

1:26

2012-05-23

1:26

t a k e the 0 p p 0 r tun i t Y t 0 sol i cit s u gge s t ion s fo r i rr cust ser v a tnt tie Car y I I ear ned so rruch an d had c8slblsce!ltherad>t iiur len ver ! Corre back soon pi ease! aMH shaCol I i er@SHuret Indeed, t i rn ng is satu(SrtiseilC'0.l # amvanhanil t on~egOt bachSing PN( feedback from rooft ops - t heyre t i rre t 0 hel p ~u make rron ey. They coul d go tot he c: cust ser v ahijsen RT@ariq ahmali3:: Pass along praise to co-workers/ot i n v 0 I v e din sit u at ion t hat e v 0 ked prusltsee r FEwa r d a mffr eWl{ngman @SHuret I e xie ct soci al rredi a CSA:; tor espond w/i n t cust ser v a fNl r a h He d a \8. t i Ca I I Ce n t e r Co a chi n g: 5 IVbr e Ti pst 0 Ef1 sur e Yo u r Su I ht t p: / / t . col wlf:c<kij sllIifSIt se rwi @!pact I.e a r n i n 9 atrust Serv(]eet@ric anders&met irres, that's a vict o r y euse lser n e a a I5l i v i a Ha v e r s 0 ~ e n i f ~ u r e c e i ve p r a i s e , ask wh ate C 55&t JIilwr van do. amvanhani It onYou shoul d al so fi nd a way to col I ect and di spl ay p it' sway rro r e e ffe c t i vet han the t a gl iaus t ose ~ r WE a rna nab r 0 i c h @M<e n we s h are a I I P r a i sea t we e k I yOOSB SlelTlw die s . a mk r agen Arm 2i n 9 how fe w do. Sa d r e @>Iv, I fYID: P3 ftc k n 0 wi edge posi t i ve feedback al wa'f3 wi t h austhaexv jo u l # a¢ti8Huret P3 Thanks and huni lit y goes a long way publ i cl y. Int e acknowl edgi ng the team BlffiYc).Jsbsierjmt#. a tru s a rre r c i \€ s P3b : s how t 0 c u s t 0 rre r the tan gi b I ere sui t s 0 f the i on t he pr ai se t ccust iSrti ahijsen Ask t he happy cust orrer: Is t her e one t hi ng }Ou can t eve n bet t e r . ( Irrp r 0 v eon ~s::I: as err aYS s !) # a aev e n t hman P3 a si rrpl e mant r a: gclaStise.rdte # ahrl\lllrkBernhar~tasonabl e, especial I yduring business hours. RT @? ffr e WI{n gma n : @S Huret I e >p e c t soc i a I rre d i a CSA:; t 0 respond w/ in t wocDstJrger#v a t:m e gO t b a c h ACffiEHD RT @ van h a ni I t ~ e gO t b a c hSi n 9 PN( fe e d b a c k fr 0 m roo ft 0 Ps - the 'f eta kin 9 the t i rre t 0 h e I p ~ u Cust Ser v affpeedBrkr @rMI.rkBernhartltee }Our point. (])es back tot he sa) c us t 0 rre r i s a I wa 'f3 aui~ 5e t' v# aru:€vievvCo F€sol ving a cust orrer issue onl ine is probabl yt he b ~u can do for r eput at ion a<C1u:5trse.raiH iit1>QJS and :f$ I 0)8.1 t Y. aMlrshaCol I ierRT @anabroi6l£cent I yt 01 d cust orrer who escal at ed she madeny day. He r res po n s e ? I\b wi' m a b i gge r fa n ( cust ser v aMchael l¥ e +100 RT@M<en: P3 - Thank cust orrer. Then discuss wit h wh at wo r ked . W I ear n fr 0 m rn s t a k e s . Wy not a Iso I pr ai se~litst ser v a sa n che z b P3 ftcknowl edge the cust orrer's feedback; thank then e nco u rage the m t 0 co rrrru n i cat e fu r the r s h 0 u I d the y cust ser v atrust Serv(]eetRfr@/llrshaColl i~@anabroi6l£cent I yt 01 d cust orrer v escal at ed pr ai se t hat she made ny day. Her r e s po n

1

2012- 05- 23 1: 26 2012-05-231:26 2012-05-23 1:26

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1: 26 1: 27 1: 27 1: 27 1: 27 1: 27 1: 27 1: 27

2012-05-23 2012-05-23

1:27 1:27

2012- 05- 23 1: 27 2012-05-23 2012-05-231:28 1:28

2012- 05- 23 1: 28 2012-05-23 1:28

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1: 28 1: 28 1: 28 1: 28 1: 28 1: 28

b i gge r fa n 0 f ~ u CUS" .ge r v ahijsen AlWYS! RT @ eve nth rra a s i rrp I e rra n t r a: gr at i t u d e cust ser v atiegOt bach II ike that. F€pl ace at tit ude wit h CFATITUIli #nice R @ eve nth rra a s i rrp I e rra n t r a: gustt iSe [J Gt e # al5l iviaHaversoWen is t he point when RT and thanking becorres TeD sel f-pr o rro t i onal? Ther e' s a poi nt when it loses ai cust ser v a ~ e Pgu s tin Th eke y i s t 0 be a "s 0 I uti 0 n fi n d e r" v s. s i rrp I Y a "p r cust ser v affilonit aVidalncRT@M<en: Ask the happycust orrer: Is t here one thin t h ink t 0 rra k e i t eve n bet t e r . ( Irrp CDS'E se m vgr eat n al5l i vi aHaver soW hout aut hent i ci t Y ~u have olCJ)strsemivbi lit y. # aMlr shaCol I i erA3) I'm a sucker - when I get lot s of pr ai se I tend s wa. gin the oe lm:t r 5 etr v a tru s t Se r v (] e e t @F€ vie vvCo Th a n k s fo r con t rob uti n 9 t lIB tt Sm y; hat ! # a rna nab r 0 i c h RT @M< en: AlWYS! RT @ eve nth rra a s i rrp I e rra n t r a: gr at i t l..IIiJst#Se r v a hrI\Ill r k B ern h a r ~ e t ! 1@/13. r s h a Co I I i Al): I' mas u c k e r - wh e n I ge t lot praise I tend to send a bonus sV'tdlly;trsEtrive order # al5l i vi aHaver sof'iIT @/I3.rshaCol I i ~@anabr oi cfl£cent I y t 01 d cust orrer v escal at ed pr ai se t hat she rrade ny day. rer r e s po n b i gge r fa n 0 f ~ u CUS" .ge r v aMlrshaCol1 ierTrue! F@D iviaHaversMfl::hout aut hent icit y jo u have nc cr ed i bi I ttJ~ Sler v atrust Serv(]eetRfr@l iviaHaversMfl::hout aut hent icit y jo u have no cre cust ser v a ifCo ugh lin the rea ret i rre s wh e n I gi ve pr a i s e & jus t wa. n t t 0 i mre d i ate I y pre s sin 9 fo r "h 0 W can we d 0 tm.JS t SG! f' vat ahij<en And no credibl it yrreans no co@ldehacEiaveRSon: \Nt hout aut hent i ci t Y ~u have olCJ)strsemivbi lit y. # aMchael l¥ eA3 Praise feedback needs to be seen by jo ur organizat s pot I i gh ton i n d i v i d u a I s wh 0 e )C e e d e d c u s t 0 rre r e >p E cust ser v afni sl e @Cust SeOveet e}ep .. Sor r y I' m I at e ... Wat 's t he t opi cust ser v al5l iviaHaversof'iIT@F€vievvCo:F€sol ving a cust orrer issue onl ine is p bi ggest t he t hi ng ~u can do for r eput aiUSdlrsEBTlid r e i Brings $ and I 0~1 t Y. a IE. n e Sut ton Pr a i s e s h 0 u I d a I wa. 'f3 be a c k n 0 wi edge d wi t h #gr at i t u ( appr eci at i on and gr aceful ness fcxrus:tXSEp"tvi onal # afni sl e Hi al Icus# ser v a aev e n t hrran @l i vi aHaver sb n hi n k when ~ur than k ~u t weet co rra: r 0 gu eli ells t# 5 e r v aMlr shaCol I i er#cust serFVr@l i vi aHaver s@il.:r shaCol I @tanabr oi dNat a gr eat wa. y top e r son i fy and h u rra n i 2e ~ U r bra n d 0 r ( ati egO t bach let's not for get 2 st rive 4 gr 8 ~ott d>nTh~eR~iyce i s t 0 be a "s 0 I uti 0 n fi n d e r" v s. s i rrp I ~as t r:Se<r tyl ems a EJB n c h e lj b A3 AI s 0 fi n d 0 u t the a p p I i cab led i vis ion / s tor e / e rrp I rranager & rrake sur e t hey get that cust omstr se rfa e o b

rro

rro

rro

201 2- 05- 23 1: 28 a tru s t Se r v (] e e t @"Co ugh lin Th at' s vvh ere u n d e r s tan din 9 the c u s t 0 rre r possi bl e corres in. Oter power i ng is not au§dIam raopr 0 2012-05-231:28 a aev e n t hrran RT@ijsen: And no credibl it yrreans no confidence. AT @J iviaHaversMfl::hout aut hent icit y jo u have no credi cust ser v 201 2- 05- 23 1: 28 a ¢tiSHuret ~ ffr e WI{ n grra n ,AQre e , but I a r ge I y d e pen den ton pI at eve r y biz iss t a ffe d t 0 han die 241 7 (b u t s h 0 u I d be). cust ser v 2012-05-23 1:29 aoilrisj schnidtWen giving/get t ing feedback, it's i rrp o r t ant for thE r i gh t par tc u s t .5 SIr v 201 2- 05- 23 1: 29 a tru s t Se r v (] e e t @!i s I e (] eat t 0 see ~ u! Cil.1 d ~ u cpIlS t csere v # 2012-05-23 1:29 al5l iviaHaversof'iIT@event hrrarRr@tken: And no credibl it yrreans no con fi den c e. @HI v i a Hav e r s cWt : h 0 uta u the n tic i t Y 'P u h a ' cr ed i bi I ttJ~ Sler v 2012-05-23 1:29 a ma n a br o i ch RT @IllrshaColl:iii:lJst serFir@J iviaHaverson: @4lr shaCol I @anabr oi dNat a gr eat way toper son i fy a: hurran i 2e ~ur br and or co rrp a n y 2012-05-23 1:29 al5l iviaHaversof'iIT@ijsen: And no credibl it yrreans no confidence. AT @J iviaHaversMfl::hout aut hent icit y jo u have no credi cust ser v 2012-05-23 1: 29 atrust Ser v(] eet@r i c ander slMrwa.}S good t 0 have 'Pu j oClWs~n~efivi c! # 2012-05-23 1: 29 a Ml r s h a Co I lie r@hr i s j s c h niFOIIIs t rat i n 9 vvh en fe e d b a c k doe s n' t rra k e that i t s ho ulcasgose rcv # 2012-05-23 1: 29 aiftYZWRD RT @ijsen: Ask t he happy cust orrer: Is t her e on e t hi n t h ink t 0 rra k e i t eve n bet t e r . ( Irrp C DS'E se m vgr eat n 2012-05-23 1: 30 a fBh i n i 21e ~ a Za p p 0 s PJ r lin e s - A H r s t CI ass Ti c k e t t 0 Cu s t 0 rre r cust ser#cenlnt t p: I It. col V~~BIjID i ver B I iss 2012-05-23 1: 30 a IB ffr e WI{ n grra n Qt.: 10 ~ u s h are po sit i v e fe e d b a c k wi tho the r c u s ton cust ser v 2012-05-23 1: 30 atrust Ser v(] eetRfr~ffr e\lJl{ngrran: Qt.: 10 ~u shar e posi t i ve feedback wi ot her cust orrer s?d1ImIlf?ser v 2012-05-23 1: 30 a ~ e AJu s tin @r e go r t b a <r Ii gh t 0 f c 0 I£IUS~ .5 Elf:r v 2012-05-23 1: 30 a I5l i v i a Hav e r s 0 f'iIT @Ill r s h a Co I I: i ii:lJ 5 t 5 e r Fir @J i v i a Hav e r son: @4lr shaCol I @anabr oi dNat a gr eat way toper son i fy a: hurran i 2e ~ur br and or co rrp a n y 2012-05-23 1:30 atrust Serv(]eetf-Bt f t irre show! Tirre to hoist ~ur favorit e beverage cust ser v 2012-05-23 1:30 amric anderser@Cust SeOveet etrhe fact t hat a corrpanywill s i rrpl yl can be ver y power ful, even if it won't cuen s er YD a sol 2012-05-23 1:30 a sa n che z b Mr @effre'>i kingr@ij<en Consequent I yt he need for qo o: al gor it hKmst#Ser<v And dat a qual it Y. 2012-05-23 1:30 ahrl\lllrkBernhar@t 10 ~u share posit ive feedback wit hot her cust on cust se r!v A: Yes, by request i ng & publ i shi ng test i rron 2012-05-23 1:30 a¢tiSHuret @rMI.rkBernhar@l::tffre)lll{ngrran Yes, during bizhrs. Had fu I fi I I rre n t c r i sis 0 c cur 0 n a wk end; tea m did n 't hc cust ser v 201 2- 05- 23 1: 31 a ifCo ugh lin RT @Cust SeOveet e e sact I y. I\,t)der at i on and t i ni ng ar e Sorret i rres a si ncer e "t hank 'Pu and ~u' r e wei corre" #cust se r v 20 12- 05- 23 1: 31 a tnt tie Wf3 RT @ e ffr e \f kin gmOt:: 10 ~ u s h are po sit i v e fe e d b a c k wi t

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-231:31 2012-05-23

1: 31 1: 31 1: 31 1: 31 1: 31 1: 31 1:31

1: 31

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1: 31 1: 31 1: 31 1: 32 1: 32 1: 32 1: 32 1: 32 1: 32 1: 32 1: 33 1:33

2012-05-23 2012-05-23

1:33 1:33

2012-05-23 2012-05-23

1:33 1:33

cust orrer s? f-bw1l!tt ser v a MH s h a Co I lie r@\rre ric an PJ OJ est ion? Is the rea n M rn r a I s CI ubi n t I Brad I ey t er rn n al at l.A)Q l\eed t 0 VI.OUl~ S6!>ITl1IH r ow # atrust Ser va eet@r i c ander sAtn>01 ut el y - if t hey "I i st en wei I " and ~ comrun i cat e wi t hcuat, ss r v a hit gh a n I\tB i r 0 + 1 @ a n c h e?j @ e ffr e \f kin gr@ijs e n Co n seq u e n t I Y the nee c for good al gor i tlts1sset<v And dat a qual it Y. amvanhani It on@hr i sj schni'ltB! You can col I ect feedback al I day, bu have pr ocesses for escal at i ng, ~ouses9OO"r~wed. # a rna nab r 0 i c h @4l r s h a Co I I @l r i v i a h a v e r we nd 0 n 't s e I I a n 'J. h i n 9 we c c tot he c us t 0 rre r, the rei at ion s tcit.p; ti 5 ealvl we h a v e . ahijsen M: That's cal I ed a test i rron i al. Ask per rn ssi on t co mre n t .cutSt se r v aMlrshaCol ierRT~ffre'}(.l{ngrrnn: Qt.: 10 ~u share posit ive feedback wi ot her cust orrer s?d1ImIlf?ser v a ta n e Sut t on ~ffre)lll{ngrrnn 10 ~u rrean as test irronial s for posit i wi t h cust o rranest :fSer v I've had service provide a tm egO t bach @:l e ~u s t i rSe e rrs obvi ous but fa n t a s t i Custt ste r Iw we v e r u I t i rra t el yl init ed by an in product. amHisj schni dt RT @ijsen: M: That's cal I ed a test irronial. Ask per the co mre neustese r v a tru s a rre r c i \€ s RT @ijs en: PI2.. We nth ere's apr 0 b I em, 3 t 0 do' s: Hx right at tit ude and s e n s ecuat usaewcy # atrust Ser va e e t-sr RT@ijsen: M: That's cal I ed a test i rron i al. Ask p shar e t he co rrrreus r.eer v M W use 0 u r po sit i v e fe e d b a c k, and a I wa 'f3 t han k 0 L a tn ve l \til t he process. 6ter~ne likes t 0 be~nS>elt'edged. # aMlrshaCol ier@ijsen Test arronial s are so nice, t heyra:asesm\6nil e a¢ti8Huret @Cust Se Ove e t elOl re r e' s t 0 #:iB. P 0 s! W nee d so rre k i I P chant cust#ser v a oil r i s j s c h rn d t RT @S f-l.J ret @Cust Se Ove e t elOl He r e' s t 0 #:iB. P 0 s! W P nee d s 0 rre kin d 0 f C IClIISt 5 e.r. v # a aev e n t hrrnn RT @Cust SeOveet e n: Rl@tken: M: That s cal I ed a test irronial. Ask pernission to s heuet tse e vco rrrre n t IVanyt hanks forCtlStesiiriW :I@t t I e@4irshaColl ier atm egO t bach a ifCo ugh lin Best test i rroni al s I get ar e ret cuat rs~ICYlSt orrer s. a¢ti8Huret RT @ijsen: M: That's cal I ed a test i rron i al. Ask per the co mre neustese r v aMchael l¥ eM Cust orrer Test irronial s t hat cest1iw~ ~gt#hs and capabil it ies are inval uabl e, especial I ywit h n. cust ser v aHbut e53 @4lrshaCol ia:rrknovvl edgerrent is key. .. rrajo e reward. to i ncent t hem and ot he r eustos e evrro r e. # aru:€vievvCo @4lrshaColl @hrrisj schni~ten t he feedback doesnt co e n 0 u gh s t r u c t u r e / d a tat 0 be rre ani n gfu I a U(5 t rum rev t h rep am e Ans t in @regort badlhlat 's an i rrp o r t ant po i n tcuan ee r a qr e e . t a m e Anrs t in RT~egOt bact@:le~ust irSeerrs obvious but I've had Sl pr ovi d er s that wer e f£lwstaselihzomve# ul t i rra t el y I i r

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1: 33 1: 33 1: 33 1: 33 1: 33 1: 33 1: 33 1: 33

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1: 33 1: 34 1: 34 1: 34 1: 34 1: 34

2012-05-231:34

2012-05-23

1:34

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1: 34 1: 35 1: 35 1: 35 1: 35 1: 35 1: 35

by ani n fe rio r pro d u ct. a sa n che z b RT @cust se91r\eet e-~ Rl@M<en A4 That's cal I ed a test Ask per ni ssi on t 0 shar e t heusbrsmrvt .# a ni ken un e s A4) Sh are bot h po sit i vel n e ga t i v e fe e d b a c k 0 f 0 the r cust o rri ze what that cust orrer d e ci d e scus t rs env for amvanhanil t on@Cust SeOveet e~heerscwltt se nv t p:llt .col\WZSrrgx a aev e n t hrran 01 Q1. I wonder what ot her cr eat i ve wa'f3 }OU can shar feedback.cuSlt serv aMlr shaCol i erRT @but e53@,i=1.rshaCoi I ia:rrknovvl edgerrent is key. .. rra~E rewa rd. Th eke y i s t 0 inc e n t the man d mrs t1 ESre~ vi: 0 ( a hij< e n @,i=I. r s h a Co I I iJe IS t epa b 0 ve a I 0 ~ I c us t 0 rre r i sac us t e van ge lis t - 0 net hat sin gs }O u r fDUSitsssesrtt 0 0 the r s atrust Ser va eetRfr@van hani I t @~ust SeOveet ~heer scust ser v ht t p: I It. col \WZSrrgx a otH i sis c h ni d t B a c k t 0 Q1: So rre t i rre s }O u can' t act 0 n fe e d b a c kif i corrpany val ues, et hi cs, rror al s, or just co rrpl et el y cust ser v a ¢tiSHuret ~ egO t b a c@:l e Pgu s t iran d the nth ere are tho s e wi t t pro dis e r van d fa i I ni g)lJrscb. E¥ art # tB ati egO t bach Have we seen test i rron i al capabi lit yon websi t e wi t lin k s 0 r i s t hat too rnuchi ike I ECuS~ n~ t V1e wi t n e s atrust Ser va eet@lIfan hani I t lo c e i tcilistf: ser v a IB ffr e WI{ n grra n @. b h u r e t~r e edt hat s 0 rre biz rro del sid 0 n 't e >p e c t ~ response. Big bi z ouae sse sv a tru s a rre r c i ')€ s a 4 : ~ s ~ s ~ s the pee r fe e d b a c k and p r a i s e i s the r ot her cust o cas s ster v a ru:€ vie vvCo @4lr s h a Co I I 00< e n Tr 0 ubi e wi t h t est i rro n i a lsi s t ha al wa'f3 bel i eved/aut hecus~cse.ratiut#hent i cat i ng t hem a power. atiegOt bach So veryt rue@'8=ffiuret~egOt bac@:lePgust irand then the rea ret h 0 s e wi t h fa b u lou s pro dis e r van d fa i I m cust ser v al5l iviaHaverso@F€vievvCo the corrpanyshoul d be responsibl e for rrak s 'f3 t e m 0 f e a s i I Y t a ggi n g/ I 0 ggi n 9 fe e d b a c k sot hat it cust ser v a¢tiSHuret A4 legal tends to be veryrest rict ive in using cust cust ser v atrust Servaeet@egOt bacl1eading t he wit ness, test irrony-al s ... bee I egal s ho ws euat :fSer v a otH i sis c h ni d t @F€ vie vvCo Th ere are wa 'f3 t 0 cat a log t hat info t0d co rrpi let he info t oget aer v # a hrI\Ill r k B ern h a r @i e gO t b a c li3ur e. Wy not h a v e 's h are' lin k son ate· page? eust se r v amvanhani I t on~ egO t bact\~" r e consi der i ng it. Seerrs like t hey I I they don't waoustt snr vt a ~ e Pgu s tin @.bhur e ~ e gO t b a c tR gh t ; wo r k s bot h wa 'f3 - and bot i rrp o r t ant to st ream ined #custm.rs:irSB1D~rience # atiegOt bach lQ..-coul d be. :@Uust SeOveet ~egOt bacl1eading t he wit ness, test irrony-al s ... been wat ching legal s cust ser v

2012-05-23

1:35

al5l iviaHaversof'iIT

2012-05-231:35 2012-05-231:35 2012-05-23 1:36

2012-05-23 2012-05-23

1:36 1:36

2012-05-23 1:36 201 2- 05- 23 1: 36 2012-05-231:36

2012-05-23 2012-05-231:36

1:36

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1: 36 1: 36 1: 36 1: 37 1: 37 1: 37 1: 37 1: 37 1: 37 1: 38 1:38

2012-05-23

1:38

@ijsen: @/I3.rshaCol I i/e s t ep above a I 0~1 cust orrer cust orrer evangel i st - one that si ngs ~ur pr ai ses cust ser v arnffreWl{ngrran @SHuretl think M<t 9 IDr's at rrediumcorrpanies push test i rron i al s wi cuse~r.v # a¢tiSHuret A4 Best case scenario: The cust orrer becorres ~ur br arrbassador and si ngs ~ur pr ai ses acr eesst iSeaV for rns. atrust Serv(]eetRfr@l iviaHavers@"f€vievvCo the corrpanyshoul d be res po n sib I e fo r rra kin gas 'f3 t e m 0 f e a s i I Y t a ggi n g/ I 0 sot hat it beco naru;std alb rat # aru:€vievvCo @J iviaHavers'cAtr1ll the dat a shoul d al wa'f3 be t r a ck e i transact i on or el se it ser ves t ocusras ens e t 0 a n y am e Ans t in RT@ijsen:@/I3.rshaColl i/e s t ep above a I 0~1 cust orrer cust orrer evangel i st - one that si ngs ~ur pr ai ses cust ser v al5l iviaHaverso@event hrralierhaps in a weeki @'cnprooea:tCust serv a Ere v e nth rra n @F€ vie vvCo r e ni n d s rre 0 f the FrC gu ide lin e sin d0i n9 reviews, wonder if the sarre appl ies dusttser;tvirronial aoilrisj schnidtRT@SHuret A4 Best case scenario: The cust orrer becc br and arrbassador and si ngs ~ur pr ai ses acr oss pi at cust ser v atiegOt bach Sweet F@vanhanil t@a1egOt bactW' re considering it. Se e rns I ike the y I I jus t i gn 0 rei f c IInsay slED1l\l t wa n t ahijsen RT@SHuret A4 Best case scenario: The cust orrer becc br and arrbassador and si ngs ~ur pr ai ses acr oss pi at cust ser v a ifCo ugh lin u n I e s sip e r son a I I Y k now the per son gi v i n 9 the t es1 t hem much wei ght as a pr ospect i v<ruD.JselOvrer. # a iff a q!Co t ton RT @rMu k B ern h a r @8 e gO t b a c Ii3u r e. Wy not h a v e 's h a r e lin k son ate s t i rro nCtlflS ~ e gat? # t a EJB n c h e 2j b Mr @ I i v i a h a v e r@Z~ vie vvCo Co rrp any s h 0 u I d. . rra k e a s 'f3 t of easi I y t aggi ng/ I oggi ng feedback so t ha nust sbe so rrr a ¢tiSHuret @? ffr e WI{n grra nAbs 0 I ute I 'I I\b e )C use s the r e ... tho u g to enabl e t hei r #soci al t earns wi tchstrraan ie access. aMlrshaCol ierA4: It ryt 0 publ ish cornrrent s (wit h pernission) on v cust ser v aMchael l¥ Ie A4 Test i rroni al s shoul d be cur rent and rei evant not r e fl e ct ~ u r act i vCla.lDffse r rvgs . # a oil r i s j s c h ni d t Wa t 's the vie won a c lie n t say n 9 wr i t e the ire st the nth e y I I gi vet h ec ~ SOH 111o? # atiegOt bach W're seeing that trend too in w@"CdeQlhlcirie.t1t Is. Rl don't gi vet hem muc h we i gh t a sap r 0 s p ants t vs:e ICVI S t 0 a Ere v e nth rra n @J i v i a Hav e r s I:D1h .. now, t hat a. r e ni n d s rre 0 for a b r u: cust ser v a Ml r s h a Co lie r@hr i s j s c h nil dWo u I d n eve r wr i t e the t est i rro n i a I fo r cust ser v @ eve nth rra Mes (] v e nth e IT gu you the b a c k can c a I I aru:€vievvCo cust orrer and writ e a reviewon his own websit e the cust ser v aMlrshaCol1 ierQ5: 10 ~u ever "erase" cust orrer feedback from ~ur si

2012-05-231:38 2012-05-23 1:38

2012-05-23 1:38 201 2- 05- 23 1: 38 2012-05-231:38 2012-05-23 1:38 201 2- 05- 23 1: 39 2012-05-23 2012-05-231:39 2012-05-231:39 2012-05-23 1:39 1:39

201 2- 05- 23 1: 39 2012-05-231:39 2012-05-231:39

2012-05-23 2012-05-23

1:39 1:39

2012-05-231:40

2012-05-23

1:40

2012-05-231:41 201 2- 05- 23 1: 41 2012-05-23 1:41

2012-05-23 2012-05-231:41

1:41

Face bo 0 k page6'utSt se r v atrust Serv(]eetnEDt best@liiTisj schni'6'llt 's the viewon a cl ient sa) t hei r test i rron i al for them, then t heyclust gieevt he atrust Serv(]eetRfr@/llrshaColl iW:: 10 )Ou ever "erase" cust orrer feedb fr om )Our si t e or FacebooOOJ~§e1" aMlrshaCol ier@F€vievvCo (])od poirclls1ttserv a ifCo ugh lin ~ e gO t b a crn o vel t y fa c tor has wo r n 0 ff fo r rre . Tr u s t we I I .cuSlt se r v a sa n che z b Incorporat e cust orrer test irronial s int 0 )Our brand st o r y el ling. Seek r eaan ae cs l # ahij<en PO Efase feedback when it is 01 d aolClistirslel!lvevant # a otH i s j s c h rn d t I wo u I d n eve r wr i t e i t fo r the m e i the r, jus t cur i 0 I #cust se r v arnffre\lll{ngrran RT @/llrshaCol I i<l5r. 10 )Ou ever "erase" cust orrer feedbc )0 u r sit e 0 r Face bo 0 kClp)Sll:ges'(H#vtust se r v atilr:iB. (]rl @4lrshaColl i@1rll¥ I hope no one a n s ve r s oe s tot hat #cust se r v ahijsen RT@t1chael W 1M Test irronial s shoul d be current ar a d t est i rro n i a I s don 0 t r e fl e c t )0 0 D5 tuste r we 0 ffe r i n atiegOt bach PO: 81 ipperysl ope -~nl yif it goes against a publ icl pol i c'i a bus i vel 0 ffe@/8. sd!1a Co I I i~D 5 t 5 e r v h a tru s t Se r v (] e e t Rf r @M< en: PO Ef a s e fe e d b a c k wh e nit i sol dan d i r rei cust ser v adlkragen Then t heydon't REM...Yca@:hriF$lj schni'6'llt: 's t he view on a cl ient s ay n q writ e their t eslbsitrrseliul for the ahrl\lllrkBernhar<Gl5t lD)Ou ever "erase" cust orrer feedback fr o rn jo ur si Facebook page6'utSt se r!v A I\b. Wul d, if feed back is abusi vel obscen e. a tn ve l \til PO If it isn't rei evant or e x rerrel ydisrupt ive, sor st i I I comrun i cat e wi t h t he pceustoseav>out it. # atiegOt bach Yep -::I- ike cl earance sal es BlERY@I:QDkJg!1~ iFRf: ~ e gO t b a crn o vel t y fa c tor has wo r n 0 ff fo r rre . Tr u s t we I I .cuSlt se r v a¢ti8Huret RT~egOt bachl:et 's not forget 2 st rive 4 gr8 pr o d u: @:l e Pgu s t i nTheke y i s t 0 be a "s 0 I uti 0 n fi n d e r" v s . s "pr obi em sol €elsf SSIr v a aev e n t hrran RT@F€vievvCo:Yes Gv e n he IT guyout he back can cr a cust orrer and writ e a reviewon his own websit e cust ser v aifCoughl in ~egOt ba cto r recurring, weeki y"(])ing out of bu s i n e s #cust se r v a pI 0 d u c e con s u rfif @"Co ugh lin B est t est i rro n i a I s I ge tar ere t urn i n 9 cust ser v amvanhanil t onOl god, no. 10 not BIER erase cust orrer feedback unl e: o b s c e n e I v i 0 I ate s ClffiR...Y s tat e d r u I e s. Ca no' wo r rrs cust ser v aHbut e53 @4lrshaColl iiEht hey use profanit yand/or act unreaso cust ser v aMlrshaCol ier#cust serF'K@rrbau)S..burna@/llrshaColl i~rpe. All fe e d b a c k i s go 0 d fe e d b a c k, eve n i f I' m be i n 9 cur sed 0 L

2012-05-231:41

2012-05-23 2012-05-23 2012-05-231:42

1:41 1:42

2012-05-231:42 2012-05-23 1:42

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1: 42 1: 42 1: 43 1: 43 1: 43 1: 43 1: 43 1: 43 1: 43 1: 43 1: 43 1: 43

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1: 43 1: 43 1: 44 1: 44 1: 44 1: 44 1: 44 1: 44

ierRT@vanhanil t 6lm:god, no. 10 not BIER erase cust orner fe e d b a c k u n I e s sit's 0 b s c e n e / v i 0 I ate s Cl.ffiR..Y s tat e( wo r ITS the rOllst#se r v ahijsen Appl e won't sensor negat ive feedback (unl ess offens comrunit yof happyevangel ist s dooastlseitnem # aMlrshaCol ierlf ~u can't take t he heat for ~ur nist akes, ~u'd t bus i n e s s . Cu s t 0 rner s wi I I e cdu 5 10 s e II. Iv i v e! # aru:€vievvCo RT@vanhanil t 6lm:god, no. 10 not BIER erase cust orner fe e d b a c k u n I e s sit's 0 b s c e n e / v i 0 I ate s Cl.ffiR..Y s tat e( wo r ITS the rOllst#se r v atrust Servaeet@f>ut e53Hi, Efik -nice t osee ~u iausttEro.hat! # atmegOt bach (])od form F@-ti<en: Appl e won't sensor negat ive te e d bs ( u n I e s s 0 ffe n s i v e) and let s co rrrru nit y 0 f hap p y e van ge t hemcUfst ser v a M c h a e I l¥ I e RT @Ill r s h a Co I I i Ii r~ u can t t a k e the h eat fo r ~ u r ni s bet t er get out of busi ness. Cust orner g:UlSI se e a t ~u a tm egO t b a c h Ye s . mCo ugh I i n@ egO t b a c to r r e cur r i n g, we e k I Y " (]) i n o f bus i n e s s" s a I CB.ES t: 5~ rtN aim 8t r RT @Illr shaCol I i lir~u can't take t he heat for ~ur ni bet t er get out of busi ness. Cust orner g:UlSI se e a t ~u a be t t e r v ide 0 PO. 3 rea son s we era sec 0 mrnen t s: 6c e s s i v e pro fa nit 1, at t a c k son 0 the r co mrnen t e r s, a n cC ust1lvs e n v spa m # a aev e n t hrran @hrisj schnitdl1ere are shadyj obs post ed onl ine to test irronial s for peanut s; seen lot s ocliJst,sem.l'Ues n a IB ffr e WI{ n grra n 03 : 10 ~ u h a v e asp e c i fi c act ion p I ant 0 a I low fe e d b i rrp r 0 verne n t GlYst 5 e r v a W 'f1 n a e RT @Ill r s h a Co I I i Ii r~ u can' t a k e the h eat fo r ~ u r ni bet t er get out of busi ness. Cust orner g:UlSI se e a t ~u aMlr shaCol i er@el it os VIMq;u rnean soci al bUSCI1SES'el#v aMlr shaCol i erRT ~ffr e'}(.l{ngrran: 03: 10 ~u have a speci fi c act i on pi a al I ow feed back t 0 d rive i rrpclalSltesenv s? # atm egO t bach Hi M chael - nice t 0 @ee tvnrlvi ~st ser v a fni s I e RT @Ill r s h a Co I I i Ii r~ u can' t t a k e the h eat fo r ~ u r ni bet t er get out of busi ness. Cust orner g:UlSI se e a t ~u a tru s t Se r v a e e t @ e gO t b a c@TCough I i nA 0 i n NYC ~ a r s a go use d t 0 ann his stu d i 0 a s be i n 9 "h i gh at 0 p the (]) i n 9 OJ t 0 f Bus i cust ser v aMlr shaCol I i er@r 8t ifhan ks, paist#ser v atrusarner ci ')€S PO: no as long as t her e' s a response tot hat conm per fect & show that u I ear n fr CEllIlsdirseri st akes # a KilI..Fb s e RT @Ill r s h a Co I I i Ii r~ u can' t t a k e the h eat fo r ~ u r ni bet t er get out of busi ness. Cust orner g:UlSI se e a t ~u a otH i s j s c h ni d t @ eve nth rra \Ne red 0 lsi gn up? !Dffer en t the n gi vi n 9 a the n wr i tin 9 a rcerst ~r#t a hrI\Ill r k B ern h a r <a3t 10 ~ u h a v e asp e c i fi c act ion p I an 0 a I low fe e d b i rrp r 0 verne n t GlYst 5 e r I v A PI a n - > H x pro b I e IT( s ) now. a tm egO t bach lQ_ @Cust Se Ove et «§fCo ugh I i niCust se r v a ¢tiS Huret PO lJ1 I e s sac 0 mrnen tis 0 b s c e n e 0 r v i 0 I ate s T03, r e n (pos or neg) is t he H r st lead I y 6mtoS'e#3Dci al . # atrust Ser va eet@et t er vi dflie,oM chael - wei co rreusacseir Vf:

aMHshaCol1

l e rfa l r R@>et t erviti.03 reasons we erase comrent s: 6ce pro fa nit 1, per son a I at t a c k son 0 the r co mre n t e r s , #cust se r v 2012-05-231:44 aHtcl\.tCoy RT@/llrshaColl ilJr~u can't take t he heat for }Our ni bet t er get out of busi ness. Cust orrer g:UlSI se e a t }Ou 2012-05-23 1:44 atiegOt bach Pa~bl e by7 deadl yscreenshot s a~il-ftuiaeV: RT r e ITOv i n 9 fe e d b a c k (p 0 s 0 r neg) i s the H r s t Ie a d I Y Si cust ser v 2012-05-231:45 aifCoughl in and derrand a second hel ping and threat en neg SIVIfe don't get @.II.rlsmiCol1 i€lIlst orrers will eat }Ou al ive! cust ser v 2012-05-231:45 a¢ti8Huret RT~egOt bachA5: 51 ipperysl ope -::€>nl yif it goes aga pub I i c I Y po s ted pol i c'i a bus i @IlIIraffml&l Iv i~D 5 t 5 e r v 2012-05-231:45 atrust Serv(]eet@!cI\.tCoy Hi, Rc - t hanks for j oinceu#tseevchat! # 2012-05-231:45 a aev e n t hrran RT@/llrshaColl ilJr~u cant take t he heat for }Our nis bet t er get out of busi ness. Cust orrer g:UlSI se e a t }Ou 2012-05-23 1:45 afnisl e RT@vanhanil t IOnt ever erase cust orrer feedback unl o b s c e n e / v i 0 I ate s ClffiR...Y s tat e d r u I e s. Ca no' wo r ITS cust ser v 2012-05-23 1:45 aMlrshaCol1 ier .. and on eBayPost negat ivjTarrugtlltieaffi:! derrand a sec 0 n d h e I pin 9 and t h rea ten neg SIVIfe e d b a c kif the ~ cust ser v 2012-05-231:46 ami I t hingsfadrPc!5T@vanhanil t 6lm:god, no. 10 not BIER erase cust orrer fe e d b a c k u n I e s sit's 0 b s c e n e / v i 0 I ate s Cl.ffiR..Y s tat e( wo r ITS the rOllst#se r v 2012-05-23 1:46 amric anderser@,i=l.rshaColl@rrbau)6..burnal he ITOSt innovat ive and c busi n esses en sur e t hei r n egat i ve ccusti SSI1l i s publ i 2012-05-23 1:46 amvanhanil t onQ5 is a real I ygood one. You rrus t have a process to fe e d b a c k & wo r k \liTH tea rnrra t e s , not tel I the m vvh at cust ser v 2012- 05- 23 1: 46 al4.n gr \!at in 0 RT @ van h a ni Ito 1m: not BIER era sec u s t 0 rre r fe e d b a c k u I it' sob s c e n e / v i 0 I ate s Cl.ffiR...Ys tat e d r u I e s . Ca no' , cust ser v 2012-05-231:46 atrust Serv(]eetRfr@ric ander~rshaColl@rrbau)6..burnal he ITOSt i nnovat i ve and open busi nesses ensur e t hei r negat publ i eus t serv 2012-05-23 1:47 a ma n a br o i ch ~ffre)lll{ngrran quart erl yvoc rreet ings, leading to qu res t go e sin too u r con tin u 0 u s i rrp r CDUSrII1::setr roc e s s vp 2012-05-23 1:47 a¢ti8Huret ~egOt bactAbsol ut elY. (])d bl ess s cr e eeassto sestv l : ) 201 2- 05- 23 1: 47 a OHm a U)6 ..burn a IRT @ ric and e r ~ r s h a Co I I @ rrb a U)6 ..burn a I h e ITOs t i nnovat i ve and open busi nesses ensur e t hei r negat publ i eus t serv 2012-05-231:47 ahijsen RT@vanhanil t olYfou rrus t have a process 0 escal at e & wo r k WH tea rnrrat e s , not tel I t haars tvvIset v t 0 do. 1 2012-05-23 1:49 a aev e n t hrran I'm curious if a cust orrer can bl ackrrail a business wi ge t tin 9 p aid fo r r e ITOv i n 9 n e ga t i v e fe e d b a c k 0 n rev i I cust ser v 2012-05-23 1:49 amvanhanil onl went int 0 the escal at ion process (& feedback in pre sen tat ion, late 11l(Da A tv:. co / b ~ Y cS:e r v 2012-05-23 1:49 aMlrshaCol1 ierQ7 - it's a goocCustlESer#v

2012-05-231:44

aMlrshaCol1

e

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1: 49 a MH s h a Co I lie 1: 50 1: 50 1: 51 1: 51 1: 51 1: 51 1: 51

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1: 51 1: 51 1: 51 1: 51 1: 51 1: 52

2012-05-23

1:52

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1:52 1: 52 1:52 1:52 1: 53

2012-05-23 1: 53 2012-05-231:53 2012-05-23 1: 53

2012-05-231:54 2012-05-231:54

rQ7: I¥ e ~ u a wa reo f co rrp ani est hat b I a rre c u s t 0 rre r n egat i ve feed bEast' iter v atrust Ser v(] eetRfr@/l3.r shaCol I i €ill:: I¥ e ~u awar e of co rrp a n i es that bl cust orrer ser vi ce reps for negat c'fIstfsellback? # aMH shaCol I i er@vanhani It 1trnn ks for t hatustisEkr1v# a rrnr i sj schni dt @4lr shaCol I ilealon' t know any per sonal 11, but I woul d are e rrp I 0 ~ e s wi t h inc 0 rrp ani ECSIstt isaetr v do. # a ifCo ugh lin no, t han k fu I @Ill r m; a Co I I i €ill:: I¥ e ~ u a wa reo f co rrp ani E that bl arre cust orrer ser vi ce reps for ne~t seevfeed amvanhani I on@4lr shaCol I i'lDru' r e wei corre! Wul d love to hear ~ur on it! #pu n i n t OOlStI r:fV a IB ffr e WI{ n grra n RT @/13. r s h a Co I I i €ill:: I¥ e ~ u a wa reo f co rrp ani est hat bI cust orrer ser vi ce reps for negat c'fIstfsellback? # ahrl\lllr kBer nhar@>bd pr eso -- saw on pr ev@$ilIani3affi"1 t olllt9nt i nt 0 t h escal at ion pr ocess (& fe e d b acnt itnpgeklter<adI)B\#f\.BZQ b cust ser v a hijs e n A7 10 n 't k now co' s t hat b I a rre fo r n e ga t i v e fe e d b a c k t hat bon us fo r po sit i v £ u~te B v k. # a tru s t Se r v (] e e t Ai'r 01 ~ s . It' safe a r a ITO n 9 c u s t 0 rre r s, wh 0 be co rre r gi v e fe e d b a c k 'c a use the rep wi Ic u s b ES 001va rre d. # a ¢tiS Huret PO: F€ ITO V i n 9 fe e d b a c k ? As k # I{) rre n how t hat wo r ked fo r #B i gFa i lcus t se r v amvanhanil onl do think cust orrer service reps onl yget not iced \ fe e d b a c k . M.l s t high I i gh t the i r ~ S't!>1I" 1\ too. # amvanhani I on( I have a whol e post on that too, <b.LS:ts'elrlv spar e 'f. a tru s t Se r v (] e e t Rfr@ van h a ni Ito ro:I:o t hi n k c us t 0 rre r s e r vic ere p son I : wh e nth ere' s bad fe e d b a c k . M.l s t high I i gh t the i r go 0 cust ser v atiegOt bach Wen :tCust Serbecorres #Cust SAVE@mHuret PO: F€ ITO V i n 9 fe e d b a c k ? As k # I{) rre n how t hat wo r ked fo r t h #cust se r v aMlrshaCol ierA7: I have heard that CR3s get bl arred, so I tread fc cust ser v aMlr shaCol i er@vanhani It Win I dcruSlt serv aoilrisj schnidt@vanhanil t IOn~u have a pi ace where these are all cust ser v ahijsen RT @/I3.rshaCol I iA7:: I have heard that CR3s get bl arrec t read fa i r I y caciesu Isler YJ a aev e n t hrran @4lrshaCol I iAYr rrajo e lot s, but it's an i nt er nal iss n eve r he a r 0 fit . JJ s t d i aeusa seaOO no. # a mffr e)lll{ngrran Q3: How can feedback s}St errs be i Krpsb\S(l!at'V# arrike nunes A7) 1\PS(l\et Pr o rro t er E'core) can accurat el ypl ace bl r i gh t d epa r t rre u st. s e)" V# aMlt t hewMH x RT @SHuret A1 Feedback happens whet her u ask for it Peopl e bl og, r evi ew, post, tweet 24/7. Soci al list E act i 0 rcuslt se r v aMlrshaCol1 ierRT~ffre)lll{ngrran: Q3: How can feedback s}St errs be i rrpr #cust se r v atrust Serv(]eetRfr~ffre)lll{ngrran: Q3: How can feedback s}St errs be i rrpr #cust se r v

ese

se

2012-05-23 2012-05-23

1:54 1:54

2012-05-231:54 201 2- 05- 23 1: 54 2012-05-23 2012-05-23 1:54 1: 54

201 2- 05- 23 1: 55

2012-05-231:55 2012- 05- 23 1: 55

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1: 55 1: 55 1: 55 1: 55 1: 55 1: 55

2012-05-23 2012-05-231:56

1:56

201 2- 05- 23 1: 56

2012-05-23 2012-05-23 2012-05-23 2012-05-23

1: 56 1: 56 1: 56 1: 56

2012-05-23 1:56 2012-05-231:56

aMlrshaCol1 ier@ike n un e s-o w do ~u use the I\PS score taI.Js:ioserilat? abet t ervideo ~egOt bac@Cust SeOveet elfti fell as! Popping in and 01 rrobi I e, but t 00 a dcuet selrdtlat #t 0 st ay away co rrpl et :-) atnwieberneit s i rrpl ify'ern@IDfre'}(.l{ngrran: 03: f-bwcan feedback s}St em: be l npr o v e eusa serv a otH i s j s c h ni d t RT @ wi e be r n es it rrp I i fy , e r@llr e)lll{ n grra n: 03: f-b w can fe e d b a c k s}S t e rrs be i rrp rC<lllvst t't v d;'e alBffre)lll{ngrran ..bin over 850 ot hers "int 0" cust orrer service on li n l ht t p:llt .co/fWjulM'Iserv ahrl\lllr kBer nhar<a3t f-bw can feedback s}St errs be i Krpsb~atl'VlA: Var i es by s}St em Gner al I 1, rrake rror e t r anspar ent , rror e r a i.re n des k RT @i c a h sol 0 rro to ate fu Ito s pea k tot h e gr eat a ud i @lendeskiCust se reve n t t odayin lenver. Olward to fldJ #s pea k e r #h e rot 0 u r atrust Serv(]eetO:e>mt inue this discussCastiSertiitlkearitge linkedln (]oup http:// t . col TJ3. fttlRs1l s e r v a ifCo ugh lin st art bycreat ing one, or act uall yusing t he one il @? ffr e WI{ n grra n: 03: f-b w can fe e d b a c k s }St e rrs be i rrp r 0 v I cust ser v amvanhanil t on@hrisj schniTdhese all IlitvtqXlV'I/t .coloB"CQ€RD~get not iced when t her e' s b a dhn e\f1£:'V lits. ad>/:14A7l1iist-ICSer v a bi I I qui sen 9 RT @ wi e be r n es it rrp I i fy e m@1fffr e '}(.I{ n grra n: 03: f-b w can fe e d b a c k s}S t e rrs be i rrp rC<lllvst t't v d;'e a tru s t Se r v (] e e t M r PI a n - h a v e pro c e s s fo r han d lin 9 n e ga t i v e and Wn't al wa}S work, but not pi annin~UB:tIs:lEDrNworks. a Ml r s h a Co I lie r@i c a h sol 0 rro tl m h e ad i n 9 tole n v e r t 0 s pea k 0 n Fi" ida) #cust se r v amvanhani It on@,i=l.r shaCol I iM>rsol ut ely, happy to obi i ge. Hi t rre up a want s o rreust serdtat a - if I can, I'll get it. a rna nab r 0 i c h " @l)k en: Rl@,i=I. r s h a Co I I i A7:: I h a v e h ear d t hat CR3s ge t bl arred, so I tread fai r c~s:tase'hM: Ih~#cos i nt egr it y:CSF treat rrent a¢ti8Huret ~egOt baclBupport ers have abandoned t hem in drov pr ovi de d eet s oftla.iSlleser)v # atrust Serv(]eetMr #2 - Gt t he info tot he right pel opl e who can act ion euss se r v a rri ken un e s @,i=I.rs h a Co I I iNDrt ny d epa r t rre n t . But I k now ny co rrp a n d i ffe r e n t i ate i fit wa spa r t 0 f the s cop e 0 f ny s e r v cust ser v (] ad ~u coul d s@nP t ner vi@€ast ati egO t bach SeOveet eiCust Ser v a Ml r s h a Co I lie rGB: Wat 's one e xie l lent feed back e xie r i e n ce ~u' ve ( per son a I lew §t #s e r v a hrI\Ill r k B ern h a r '{:8ts - - > F@Cust Se Ove e t eA8: #2 - Gt t he info t 0 t he I peopl e who can a ffe ct ceDst cscetr n s. # out corres a IB ffr e ~I{ n grra n About this has ht ag' s rret r i cs past 24 ho u r t 0 share @asht r ack i:tb~t se r v atiegOt bach @SHuretThanks -::sounds I ike a sol id Cestrseng opp. aoilasnill er #cust ser~pping in aft er a long hiat us support ing IT! out on rredi cal I eave. He's back and 1'1 I be back ne

wo

2012- 05- 23 1: 56

2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23 2012-05-23

1: 56 1: 57 1: 57 1: 57 1: 57 1: 57 1: 57 1: 57

2012-05-23

1:57

2012-05-231:58 2012-05-23 2012-05-23 1: 58 1:58

20 12- 05- 23 1: 58

2012-05-23

1:58

2012-05-231:58 2012-05-23 1: 58

2012-05-23 2012-05-23

1:58 1: 58

201 2- 05- 23 1: 58 2012- 05- 23 1: 58 201 2- 05- 23 1: 58

opi c. afni sl e @S Hur et I've hear d Pa~al an d (]) lad d Y have had a few t one s.. I\e v e r h ear d 0 f the I{) rre non e; par don ny i gn 0 r cust ser v a t:m e gO t b a c h RT ~ ffr e '}(.I{ n grrn n: Ab 0 u t t 0 s h are t his has h tag' s rre t hour scour t E@~slflt r acki:tb~t ser v atrust Ser va eet@et t er vi@EegO t bactWul d ~u like sorre I() 0 I - PJd wi t that ?c).JsIt ser v a otH i sis c h ni d t Oc , nee d t 0 j u rrp cas t ser 18 n d s top I u r kin gin #ge t r E I\e edt 0 ge t up i n 6 h r s fo r wo r k. I\b #s rrrra nne r s e i t a tru s t Se r va e e t @h r i sis c h ni8me ~ u , Ch r i s - t dust ksE r YJ amvan hani I t o nfo r Q3 I'm bi ased @.8meVoi cerrnkes a cust orrer feed back s }S t e m Wa t d 0 YOJ t h ink we nee d d: us t i Sl'1 u v e , # aMlr shaCol I i erA9: Bestusn: s e rezo e r i ence ever wa.@\MI!leincanPJ r t racked down rry l ost t abl et - in anot her cit y& r : a mffr e)lll{ngrrnn 1,229 tweet s gener at ed 5,939,770 i rrpr essi ons, reach fol lower s wi in past hQ4 poDkts. col afilust im3r v a be t t e r v ide 0 A7. W' v e had co nne n t e r s n a rre rCusm ss mrf~e n t s, s 0 ~u' d bet t er bel i eve t her e wer e ser i ous conver sat recording reviews atrust Servaeet~t rics! Wohoo@?Fm'e\(.Kngrrnn: About to share this hasht ag' s rret r i cs past 24 hou@Ea~kDtur tuek>iji1@f cust ser v aMlrshaCol ier@vanhanil t'6:m., but rrv cus t orrers don't I ike ~ur t· cust ser v amvanhani I on@hasni I I WI corre baclcust serv aifCoughl in I it eral t ears of j oY(ffi.lI@.1ipt~aCdlrres~:R1Wat s one e xie l I ent feedback e oe r i ence ~uve hacCL(~esesmflal 1'lJ a tru s t Se r v a e e t Rf r~ ffr e '}(.I{ n grrn n: 1, 229 t we e t s ge n era ted 5, 939, 770 i rrpr essi ons, r eachi ng 1,144,624 fol lower s w/i n past http:// t . col attiu s t im3r v a nr jan t bone Seconded. @"endeskRT@icahsol o rro ns a t eful to speak the gr eat audi@(e<t1Ed6!lsk:tCust se rev e n t today i n lenver #he rot 0 u r a¢ti8Huret A7 That accusat ion isn't I init ed to CSA:;; oft en it dis gr u n tie d e rrp I ~ ~ $.e I#v ahrl\lllr kBer nhar<a3t Wat 's one e xie l I ent feedback e xie r i ence ~u' ve t cust se rlv A Give kudos via Sfv1 got quick repl yasking t 0 CSR arnffre)lll{ngrrnn RT @/I3.rshaCol I iW:: Wat s one e x e l I ent feedback e xie r ~ u v e had (p e r son 5 \? §Effr v a¢ti8Hur et RT @Cust SeOveet eA8: PI an - have pr ocess for handl i negat ive and posit ive feedback. Wn't al wa.'f3 work, I sel dom wor IcSlst#serv a tru s t Se r v a e e t Rf r @/13. r s h a Co I I i W:: Wa t 's 0 nee )C e I len t fe e d b a c k e >p E ~u' ve had (per son<alslt~'etf:v amvan hani I t onl\1t feed back e oe r i ence@.~y e s o cl aa v e been gr eat -tt act u a I I Y wa.n t t 0 u n d e r s tan d wh a tc u ~ tnste r y n 9 t 0 d 0 a EJB n c h e lj b A6 Cu s t 0 rre r a gr e e i n 9 t 0 a p pea r ina pro rro t ion a I v i vir t u e s 0 f the par t n e r s hip uyw s:e leVI. ted. #

ccu

atrust Serv(]eet@hasnill shanks, Chari es - see ~ttSe:rrv! # aMHshaCol1 ierTonight '<3IsIt seroilat will be arldh~v@:d'/c1t.co/Z1tapZOt X t orrorrow rrornning 2012- 05- 23 1: 59 a tru s t Se r v (] e e t Rfr@/ll r s h a Co I I i eO" nigh t CBS ft se roll a t wi I I be arc hi v e d http:// t . co / Z1tap fru rag r row rro r n n i n 9 2012-05-231:59 a¢ti8Huret ~egOt bactAdefinit e case st udyin what *not * toe cust ser v 2012-05-23 1:59 aoilasnill er Ole tweet for t aruS;:thseEtv(tpic. W seek out e>pl icit c u s t 0 rre r fe e d b a c k. AI wa 'f3 s 0 rnuc h t 0 I ear nan d i rrp r 2012-05-231:59 2012-05-23 1:59

Sign up to vote on this title
UsefulNot useful