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#custserv
2013-04-17 to 2013-04-17 758 Twitter search results Time 2013-04-17 1:00 am 2013-04-17 1:00 am 2013-04-17 1:00 am 2013-04-17 1:01 am 2013-04-17 1:01 am 2013-04-17 1:01 am 2013-04-17 1:01 am 2013-04-17 1:01 am 2013-04-17 1:01 am 2013-04-17 1:02 am 2013-04-17 1:02 am 2013-04-17 1:02 am 2013-04-17 1:02 am 2013-04-17 1:03 am 2013-04-17 1:03 am 2013-04-17 1:03 am 2013-04-17 1:03 am 2013-04-17 1:03 am 2013-04-17 1:03 am 2013-04-17 1:04 am 2013-04-17 1:04 am 2013-04-17 1:04 am User tweetreports AlHopper_ AlHopper_ beyondthearc zacharyjeans flavmartins flavmartins tweetreports barbaratallent SJAbbott bsdalton ml3Dsolutions AlHopper_ AlHopper_ bsdalton colinsataylor zacharyjeans rbacal GregOrtbach AlHopper_ LovelyLu GregOrtbach 81 contributors 284 retweets 0 @replies 0 links Tweet Don't miss #CustServ chat in three.. two.. one... @zacharyjeans You don't have to sit at the door! Come in, come in! #custserv @TheCEInstitute @tweetreports Evening, sirs. Your tables are ready! #custserv The Good, Bad & Ugly: The Impact of Customer Service [Infographic] | #custserv #custexp http://t.co/gSwJswBEdV Good #custserv is a choice, so \\u266b Own It - Bonus Track \\u2013 The Black Eyed Peas http://t.co/tS5dcq3Io6 #Spotify The Management Paradigm Shift http://t.co/e8UnolEz96n #custserv #custexp The CRM Crystal Ball. What CRM Will Be Like in 5 Years http://t.co/3383apLA2In #custserv #custexp Interested in Customer Service? Don't miss @MarshaCollier #custserv chat RT @tweetreports: Dont miss #CustServ chat in three.. two.. one... #custserv Hello #custserv community. Nobody told me we'd need a bowtie this evening. Feeling under dressed.... ; @GregOrtbach @MarshaCollier no. thank you and good night! (ok just kidding. I'll take FCR for 100 Greg #custserv RT @colinsataylor: RT @LiveOps: "Good #custserv will have a quantifiable impact on your brand." - @kateleggett @SJAbbott Evening Stephen! I feel overdressed, but Roy sets such a good example! #custserv @barbaratallent Evening! Welcome, welcome! #custserv ok. first question. what does the "C" stand for for tonight's chat? #custserv hello all my #custserv friends- I will be drifting in and out 2nite...too much work and too much Montreal RT @bsdalton: ok. first question. what does the "C" stand for for tonight's chat? #custserv 'C' is for caring. Customer Service - How tweets can meet customer needs: It's rare as hens' teeth, but this company gets... http://t.co/9E2eIbS1kK #custserv How is everyone tonight? Let's start with some introductions. #custserv @colinsataylor I'll leave the door open for you, Colin! #custserv @GregOrtbach Hey Greg :- #Custserv @colinsataylor Great to see you Colin. It's great to see you in the

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eisconsulting colinsataylor GregOrtbach

2013-04-17 1:05 am 2013-04-17 1:05 am 2013-04-17 1:05 am 2013-04-17 1:05 am 2013-04-17 1:05 am 2013-04-17 1:05 am 2013-04-17 1:05 am 2013-04-17 1:05 am 2013-04-17 1:05 am

AlHopper_ mjayliebs GregOrtbach colinsataylor GregOrtbach AlHopper_ diamond_davve barbaratallent ComplainingCow

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KateNasser GregOrtbach seventhman eisconsulting

2013-04-17 1:06 am 2013-04-17 1:06 am 2013-04-17 1:06 am 2013-04-17 1:06 am 2013-04-17 1:06 am 2013-04-17 1:06 am 2013-04-17 1:06 am 2013-04-17 1:06 am 2013-04-17 1:06 am 2013-04-17 1:06 am 2013-04-17 1:06 am 2013-04-17 1:06 am 2013-04-17 1:06 am

GregOrtbach LovelyLu zacharyjeans lttlewys MarshaCollier GregOrtbach bsdalton GregOrtbach colinsataylor HollyChessman AlHopper_ lttlewys AlHopper_

#custserv stream. Evening all! We made it! #custserv @gregortbach Greg- it is always a pleasure to see you also #custserv So nice to see you Louise. @RoyAtkinson suggested I wear "periwinkle" tonight. RT @LovelyLu: @GregOrtbach Hey Greg :#Custserv We're glad you're here! RT @eisconsulting: Evening all! We made it! #custserv It has been a while folks, see if I can remember how to do this #custserv Congrats on breaking the #custserv top10! RT @colinsataylor: @gregortbach Greg- it is always a pleasure to see you also #custserv @alhopper_ I appreciate that- i have always had a open door policy #custserv : RT @bsdalton: @GregOrtbach @MarshaCollier no. thank you and good night! (ok just kidding. I'll take FCR for 100 Greg #custserv It's almost like riding a bike! RT @mjayliebs: It has been a while folks, see if I can remember how to do this #custserv @brandonbuss it always seems that way; usually your #custserv tank is just empty I've missed #custserv for the past few weeks, love being back! #custserv Need to complain to a company? Be objective & polite don\\u2019t accuse or insult. Do state facts & what you want to redress #custserv #complaint Good evening all... #custserv Great to see you! RT @mjayliebs: It has been a while folks, see if I can remember how to do this #custserv Good evening! I'm not missing this chat tonight ; #custserv \\u201c@AlHopper_: We're glad you're here! RT @eisconsulting: Evening all! We made it! #custserv\\u201d ~ Gee thanks! Whooo hooo! :Great to see you Shaleen! RT @seventhman: Good evening! I'm not missing this chat tonight ; #custserv @GregOrtbach And it looks lovely on you!! @RoyAtkinson #Custserv It's always nice to note that the people who talk good #custserv, actually walk the walk during the chat. Evening all!! #custserv Made it! Hello #custserv It's so nice to see you Kate. RT @KateNasser: Good evening all... #custserv @MarshaCollier woot! #custserv Ladies & Gentlemen\\u2026 it's Marsha! RT @MarshaCollier: Made it! Hello #custserv Congrats to all on the #custserv 100- well done Hello #custserv crew! So happy I can make it tonight. How's everyone doing? @lttlewys Hi Brandie! Welcome! #custserv @gregortbach Hiya Greg! Great to see you!! #custserv RT @GregOrtbach: Ladies & Gentlemen\\u2026 it's Marsha! RT

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GregOrtbach

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GregOrtbach eisconsulting SueanneShirzay lttlewys dianaoreck

2013-04-17 1:07 am 2013-04-17 1:07 am 2013-04-17 1:07 am 2013-04-17 1:07 am 2013-04-17 1:08 am 2013-04-17 1:08 am 2013-04-17 1:08 am 2013-04-17 1:08 am 2013-04-17 1:08 am 2013-04-17 1:08 am 2013-04-17 1:08 am 2013-04-17 1:09 am 2013-04-17 1:09 am 2013-04-17 1:09 am 2013-04-17 1:09 am 2013-04-17 1:09 am 2013-04-17 1:09 am 2013-04-17 1:09 am 2013-04-17 1:09 am 2013-04-17 1:09 am 2013-04-17 1:09 am 2013-04-17 1:09 am

HollyChessman eisconsulting HollyChessman GregOrtbach LovelyLu seventhman AlHopper_ HollyChessman colinsataylor SJAbbott AlHopper_ bsdalton colinsataylor zacharyjeans lttlewys HollyChessman BH_Social AlHopper_ SueanneShirzay AlHopper_ KateNasser MarshaCollier

2013-04-17 1:09 am 2013-04-17 1:09 am

zacharyjeans HollyChessman

@MarshaCollier: Made it! Hello #custserv Great to see you and welcome! RT @HollyChessman: Hello #custserv crew! So happy I can make it tonight. How's everyone doing? You too Brandie! RT @lttlewys: @gregortbach Hiya Greg! Great to see you!! #custserv \\u201c@KateNasser: Good evening all... #custserv\\u201d ~ *waving* :Hello, Everyone! #custserv @alhopper_ Evening! Hope ur havin a great week! #custserv RT @billquiseng: Stellar Customer Experience: 4 Tips via @VR4SmallBiz via @B2Community http://t.co/qDYH8SJLAN #healthcare #custserv @MarshaCollier Hello! How's your week going? #custserv \\u201c@MarshaCollier: Made it! Hello #custserv\\u201d ~ Hey there! Great to connect again! @lttlewys Hi! Nice to see you! #custserv @SJAbbott Always a pleasure to see you Stephen. #custserv Marsha Marsha Marsha! RT @MarshaCollier: Made it! Hello #Custserv Raise the glass! RT @colinsataylor: Congrats to all on the #custserv 100- well done #custserv Evening! Doing well? RT @SueanneShirzay: Hello, Everyone! #custserv Hello @AlHopper_ How's life treating you? #custserv quite a crowd in the #custserv room tonite- welcome all And you, Greg. RT @GregOrtbach: @SJAbbott Always a pleasure to see you Stephen. #custserv @HollyChessman Couldn't be better, I think... ;0 #custserv RT @colinsataylor: quite a crowd in the #custserv room tonitewelcome all. <we'll change that RT @seventhman: Raise the glass! RT @colinsataylor: Congrats to all on the #custserv 100- well done #custserv -I'll drink to that #custserv is a chatty group. #fact @alhopper_ Lol!! That is usually the case ;- #custserv @KateNasser Hi Kate. How's your evening going? #custserv Is there a link for #custserv 100? #Custserv And on my first nite as sub @CustServGreeter... RT @colinsataylor: quite a crowd in the #custserv room tonite- welcome all Can I be Jan? I had her glasses. @LovelyLu @MarshaCollier #custserv Almost missed Kate! Hiya! RT @HollyChessman: @KateNasser Hi Kate. How's your evening going? #custserv @HollyChessman Great .. you?? #custserv Thanks! Please post links, news, deals and promotions during the LAST 5 minutes of #custserv chat. We strip spam to keep pristine archives RT @BH_Social: Is there a link for #custserv 100? #Custserv http://t.co/CkrmUSAbMN @colinsataylor Thx - and a hey howdy and hello to you too :

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#custserv LovelyLu I always did love Jan! RT @SueanneShirzay: Can I be Jan? I had her glasses. @LovelyLu @MarshaCollier #Custserv bsdalton RT @colinsataylor: Can we have a question or will we continue the mutual admiration society ? #custserv <Ha! lets get to business SueanneShirzay Yes, indeed, Yourself? @AlHopper_ #custserv colinsataylor .@alhopper_ and u are doing a great job at that #custserv MarshaCollier Tonight's #custserv chat will be archived on @scribd and on a page of my new website http://t.co/kW9akS5aRY GregOrtbach RT @MarshaCollier: Tonight's #custserv chat will be archived on @scribd and on a page of my new website http://t.co/TuqtgOe3wX . HollyChessman @GregOrtbach Thank you so much sir : #custserv Pat_Cluett Hello #custserv chatters! seventhman @MarshaCollier or eat spam for breakfast, just kiddin' #custserv AlHopper_ @SueanneShirzay Doing well also, thank you! #custserv GregOrtbach Thanks for joining in Pat! RT @Pat_Cluett: Hello #custserv chatters! DebbieLaskeyMBA @marilynsuttle What should American Airlines have done today? #custserv #custexp #VOC AlHopper_ :0 I aim to please.. TY RT @colinsataylor: .@alhopper_ and u are doing a great job at that #custserv flyingwithfish @MarshaCollier Wait ... I need to get off the train for #custserv, internet is spotty! AlHopper_ Hello Pat! RT @Pat_Cluett: Hello #custserv chatters! #custserv SueanneShirzay Remind me to show you a picture of me. That looks like Jan. yyYeah. @LovelyLu @MarshaCollier #custserv HollyChessman @KateNasser Excellent. Had a lovely dinner with a new friend and the weather is nice - I've got no complaints #custserv Pat_Cluett RT @MarshaCollier: Tonight's #custserv chat will be archived on @scribd and on a page of my new website http://t.co/x7L7ISnide GregOrtbach Tonight's Topic: #custserv revisits "Is 1st Call Resolution" the most important metric for Customer Service? MarshaCollier Before we get started, FCR stands for First Call Resolution. We don't want the acronym police writing anyone up. #custserv AlHopper_ Hopefully you can let it stop first? RT @MarshaCollier Wait ... I need to get off the train for #custserv, internet is spotty! #custserv zacharyjeans @lttlewys : chatty chatty chatty #custserv. AlHopper_ RT @MarshaCollier: Before we get started, FCR stands for First Call Resolution. We don't want the acronym police writing anyone up.#custserv HollyChessman RT @MarshaCollier: Tonight's #custserv chat will be archived on @scribd and on a page of my new website http://t.co/pn3EXfc7CG CallCntrWeekly How to Instill a Passion for Customer Service in Your Company http://t.co/4kqtdMDvcr #custserv MarshaCollier Q1: Is First Call Resolution realistic for every company? Why or why not? #custserv AlHopper_ RT @MarshaCollier: Q1: Is First Call Resolution realistic for every company? Why or why not? #custserv GregOrtbach RT @MarshaCollier: Q1: Is First Call Resolution realistic for every company? Why or why not? #custserv . HollyChessman RT @GregOrtbach: Tonight's Topic: #custserv revisits "Is 1st Call

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zacharyjeans lttlewys bsdalton Pat_Cluett zacharyjeans flyingwithfish colinsataylor sstealey MarshaCollier bsdalton AlHopper_ complexified colinsataylor GregOrtbach MarshaCollier

2013-04-17 1:15 am 2013-04-17 1:15 am

eisconsulting AlHopper_

2013-04-17 1:15 am 2013-04-17 1:15 am 2013-04-17 1:15 am 2013-04-17 1:15 am 2013-04-17 1:15 am 2013-04-17 1:15 am 2013-04-17 1:15 am 2013-04-17 1:15 am

SJAbbott bsdalton GregOrtbach complexified BH_Social Pat_Cluett mjayliebs LeanShaman

Resolution" the most important metric for Customer Service? FCR does not mean Failed Call Response. #custserv RT @gregortbach: RT @MarshaCollier: Q1: Is First Call Resolution realistic for every company? Why or why not? #custserv . FTR? #custserv RT @MarshaCollier: Q1: Is First Call Resolution realistic for every company? Why or why not? #custserv RT @MarshaCollier: Q1: Is First Call Resolution realistic for every company? Why or why not? #custserv Q1 Is First Call Resolution realistic for every company? #custserv (for high level tech it may not be realistic, other industries, one-call .@alhopper_ yes too many TLA's (Three letter acroynms can get people upset #custserv RT @zacharyjeans: FCR does not mean Failed Call Response. #custserv Time to revisit, yes? #custserv RT @sstealey: @MarshaCollier Ah, the First Contact Resolution debate! A1: isn't the better question "Is it required by every customer?" #custserv A1: It's certainly a goal, but not always practical. My fun with cable company is a great example #custserv #custserv hi all.. Bruce Waltuck, pioneering svc improvement at USDOL. Now, "5-X" framework. Central NJ here. A1 yes FCR is reasonable for all companies- a good FCR % likely is not #custserv A1: I think it's somewhat of a Utopian concept. It's nice when it works but I don't think it fits all companies. #custserv Hello @colinsataylor @bsdalton @AlHopper_ @complexified @lttlewys @zacharyjeans @HollyChessman @SueanneShirzay #custserv Being able to resolve an issue during the first call depends on the industry and the nature of the problem. #custserv Welcome! RT @complexified: #custserv hi all.. Bruce Waltuck, pioneering svc improvement at USDOL. Now, "5-X" framework. Central NJ here. A1 It's an arbitrary goal. Not all problems are easy, but the path to a solution should be direct, if not in one call. #custserv @MarshaCollier @sstealey Ah Ha! Contact or Call? (ok I'm being a pain. but its material #custserv RT @eisconsulting: Being able to resolve an issue during the first call depends on the industry and the nature of the problem. #custserv Hi twitterpals... For the next hour, tweets on customer service, in #custserv tweetchat. A1 Likely impossible for FCR to be achieved, but aimed towards. 2nd/3rd call can help brand clarify msgs causing confusion #Custserv @MarshaCollier #custserv A1: some issues require investigation before providing a resolution or solution so the answer is no A1: Everyone should strive for it, but not let it get in the way of doing what is right #CEX #custserv @MarshaCollier a1: it should be the goal but customers often struggle

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zacharyjeans HollyChessman AlHopper_

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GregOrtbach complexified seventhman colinsataylor LovelyLu bsdalton GregOrtbach Simon_GB TheCEInstitute KateNasser complexified Simon_GB HollyChessman colinsataylor MarshaCollier mirgray seventhman AlHopper_ Simon_GB TheCEInstitute MarshaCollier colinsataylor GregOrtbach BH_Social

to describe problem correctly #custserv A1: Complex problems may have simple solutions. FCR #custserv A1 FCR isn't always realistic esp for complex technical issues but one should at least make the attempt to understand the prob #custserv We are going with Call 2nite RT @bsdalton: @MarshaCollier @sstealey Ah Ha! Contact or Call? (ok Im being a pain. but its material #custserv Well said. RT @mjayliebs: A1: Everyone should strive for it, but not let it get in the way of doing what is right #CEX #custserv RT @MarshaCollier Tonight's #custserv chat will be archived on @scribd and on a page of my new website http://t.co/U9s3em14VQ A1 Not really, especially when fast talk time leads to poor first call resolution rates. Sadly, some folks are focused on speed #custserv A1- Not every service or support inquiry can be resolved in 1. some will take more contacts to do this (second contact resolution #custserv A1 It should be every agent's aim...... not always possible and that should be okay. #Custserv @BH_Social interesting take. share why FCR is impossible? #custserv A1: It's a nice destination but don't forget about the journey. #custserv Hop Hop Hopping over to #custserv for any one that would like more ttt tweetchat : #leadfromwithin RT @MarshaCollier: Q1: Is First Call Resolution realistic for every company? Why or why not? #custserv First call resolution represents an important goal 'cuz customers want things fixed asap. Yet as a metric it's not total pic. #custserv RT @GregOrtbach Tonight's Topic: #custserv revisits "Is 1st Call Resolution" the most important metric for Customer Service? Evening Roy and all at #custserv +1 RT @GregOrtbach: I think it's somewhat of a Utopian concept. It's nice when it works but I don't think it fits all companies. #custserv @marshacollier Hello Marsha ;- #custserv @LovelyLu @seventhman @eisconsulting @KateNasser @BH_Social Good to see you #custserv @MarshaCollier A1 #custserv Most easy to resolve #FCR calls should likely be self service web answers. IMHO. @zacharyjeans True, sometimes it's just a simple yes or no, minus all the excuses #custserv @Simon_GB Glad you're here! #custserv RT @MarshaCollier: Q1: Is First Call Resolution realistic for every company? Why or why not? #custserv A1: First call resolution should always be the goal, even if the goal is not met 100% of the time. #custserv #custserv RT @schwarzer: @MarshaCollier Whenever possible it should be the goal. One call, One resolution. RT @gregortbach: A1: It's a nice destination but don't forget about the journey. #custserv Q2: As a customer what's more important to you -shorter hold time or having your issue resolved? #custserv @bsdalton Because getting MSG clear for everyone, and accepted by

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mjayliebs AlHopper_ fmisle MarshaCollier eisconsulting barbaratallent SueanneShirzay zacharyjeans MarshaCollier

2013-04-17 1:18 am

colinsataylor

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seventhman KateNasser GregOrtbach BH_Social zacharyjeans MarshaCollier bsdalton zacharyjeans complexified SueanneShirzay TheCEInstitute GregOrtbach MarshaCollier MarshaCollier chrisriback

those unhappy with rules, nearly impossible #Custserv A1: If company can succeed with FCR, then one should question why a call was needed in the first place #custserv That's true #custserv RT @colinsataylor: RT @gregortbach: A1: It's a nice destination but don't forget about the journey. #custserv RT @MarshaCollier: #custserv RT @schwarzer: @MarshaCollier Whenever possible it should be the goal. One call, One resolution. I'm not sure that FCR is "realistic" for every company, is it? #custserv First call resolution can always be a goal, but it cannot be a deterrent when it doesn't occur. #custserv A1: Not for us, we rely on conversations with our customers for real feedback. n #custserv A1: In today's complicated world, things can't always be resolved with one call. Example: #Sandy #custserv A1: "Dear customer, it's our problem, until it's no longer yours"~ @ValaAfshar #custserv (FCR or TwentyCR Hmmmm RT @mjayliebs: A1: If company can succeed with FCR, then one should question why a call was needed in the first place #custserv FCR success levels will vary by industry and company- But everyone who improves their own FCR improves the customer Experience #custserv @MarshaCollier @LovelyLu @eisconsulting @KateNasser @BH_Social Great to see you too #custserv +10 RT @eisconsulting: First call resolution can always be a goal, but it cannot be a deterrent when it doesnt occur. #custserv @eisconsulting I agree. And there are plenty of calls that are successful #custserv interactions -even if not fully resolved yet. A2 However small or unimportant, often I'm willing to waste the time to have issue resolved #Custserv RT @seventhman: @zacharyjeans True, sometimes it's just a simple yes or no, minus all the excuses #custserv @mirgray welcome #custserv A1: (am I jumping the gun? why it isnt a good metric? not bcuz its not a good thing. its almost impossible to accurately measure #custserv RT @GregOrtbach: Q2: As a customer what's more important to you -shorter hold time or having your issue resolved? #custserv #custserv A1: 1st call resolution may be possible.. iff... 1st responders have knowledge & discretion to resolve all problems. Big IF.. A2: Having issue resolved. #custserv RT @GregOrtbach: Q2: As a customer what's more important to you -shorter hold time or having your issue resolved? #custserv @BH_Social Interesting point. It's a time commitment to seek help all to often. #custserv @bsdalton I quite agree, until we can read the customer's mind, we never *really* know if they are happy #custserv RT @GregOrtbach: Q2: As a customer what's more important to you -shorter hold time or having your issue resolved? #custserv Bad #custserv turned positive. Rep: Tech difficulties; pls call back in 90 mins. Me: How about u call me in 90. Issue suddenly gets solved!

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HollyChessman Simon_GB zacharyjeans Pat_Cluett

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SJAbbott seventhman TheCEInstitute eisconsulting

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GregOrtbach Simon_GB AlHopper_ pcarlaw zacharyjeans MarshaCollier lttlewys Simon_GB eisconsulting BH_Social Hyken MarshaCollier barbaratallent Simon_GB

2013-04-17 1:21 am 2013-04-17 1:21 am

seventhman GregOrtbach

A2 Shorter hold time is more impt - not every prob can be resolved quickly but I don't want 2 wait around 4 u to tell me that #custserv A1:FCR is like a F1 car. 2 win U have 2 have skilled drivers & they must constantly practice & develop skills. #custserv A2: Find my pain; fix it. = Great #Custserv Agreed! RT @GregOrtbach: I think it's somewhat of a Utopian concept. nice when it works but don't think it fits all companies. #custserv A2 I want both speed and efficiency. And if I am can only have one, it better be exceptional. #custserv Q2 Issue resolved... and if that takes an hour, so be it (exaggeration #custserv A2: As a customer, a shorter wait time and an honest effort makes it okay if my problem is not resolved immediately. #custserv Long wait times can infuriate customers. Ultimately they want a resolution, but wtg forever can sometimes create another issue. #custserv I can get tremendous fuel economy by following certain 'rules' but it doesn't always make the drive that enjoyable. #custserv RT @GregOrtbach: Q2: As a customer whats more important to you -shorter hold time or having your issue resolved? #custserv RT @GregOrtbach: Q2: As a customer whats more important to you -shorter hold time or having your issue resolved? #custserv 4 Tips for Building a Thriving Self-Serve Community for Customer Service #custserv - http://t.co/ihmR5JIcYw A2: Bedside manner is great, but please stop the bleeding first. #custserv A2: Issue resolved without being transferred - IF you are transferring me, tell me 1st (so I don't think I've been disconnected #custserv RT @sjabbott: A2 I want both speed and efficiency. And if I am can only have one, it better be exceptional. #custserv A2:shorter hold time & having my issue resolved. Thank you : #custserv Ppl feel their an org doesn't value their time or patronage when they endure extended wait times. #custserv @GregOrtbach Often bc companies don't empower resolution teams to resolve w/out some level of pressure on #Custserv A2: Jumping in late - and only for a minute. Short time is important, but if CSR can't solve the problem then the point is moot. #custserv True RT @eisconsulting: Ppl feel their an org doesn't value their time or patronage when they endure extended wait times. #custserv A2: As a customer, long hold times drive me crazy, I'd rather someone get back to me. #custserv RT @TheCEInstitute: A2: As customer, shorter wait time & an honest effort makes it okay if my problem is not resolved immediately. #custserv @eisconsulting Yes, long wait can lead to another situation = Escalation #custserv Yes. And tremendous #custserv doesnt help a poor product. 't @zacharyjeans: A2: Bedside manner is great...stop the bleeding first.

2013-04-17 1:21 am 2013-04-17 1:21 am

MarshaCollier bsdalton

2013-04-17 1:21 am 2013-04-17 1:21 am 2013-04-17 1:21 am 2013-04-17 1:21 am 2013-04-17 1:21 am

AlHopper_ LeanShaman mjayliebs KateNasser wbendle

2013-04-17 1:21 am 2013-04-17 1:21 am 2013-04-17 1:21 am 2013-04-17 1:22 am 2013-04-17 1:22 am 2013-04-17 1:22 am 2013-04-17 1:22 am 2013-04-17 1:22 am 2013-04-17 1:22 am 2013-04-17 1:22 am 2013-04-17 1:22 am 2013-04-17 1:22 am 2013-04-17 1:22 am 2013-04-17 1:22 am 2013-04-17 1:22 am

HollyChessman MarshaCollier colinsataylor GregOrtbach eisconsulting Hyken Pat_Cluett Simon_GB complexified MarshaCollier AlHopper_ Hyken ABHuret Pat_Cluett Simon_GB

2013-04-17 1:22 am

eisconsulting

#custserv Moot & problematic RT @Hyken: A2: Short time is important, but if CSR can't solve the problem then the point is moot. #custserv @MarshaCollier and unless we can survey 100% of all customer engagements across all channels, no way 2 develop an accurate metric #custserv A2 If I've called you (or you me let's take the time to get it fixed right. I'm good with holding IF it's my 1 & only call #custserv @GregOrtbach correct response 1st and hopefully every time #custserv A2: Hold time is time to 'stew' - Do you drive the long way to keep moving, or stay in traffic, knowing they are the same #custserv Customers want #1 to have their issue resolved. Long hold times are frustrating yet short hold times w/ no resolution is FAIL #custserv RT @AlHopper_: RT @GregOrtbach: Q2: As a customer whats more important to you -shorter hold time or having your issue resolved? #CustServ SO AGREE @MarshaCollier: A2: Issue resolved without being transferred - IF you are transferring me, tell me 1st #custserv Q3: FCR can often increase call time and limit calls per hour. Are longer queues an acceptable trade-off? #custserv A2- short hold times on multiple calls is not vattractive- I am willing to wait to resolve an issue - fast doesn't=better #custserv RT @MarshaCollier: Q3: FCR can often increase call time and limit calls per hour. Are longer queues an acceptable trade-off? #custserv . A longer wait time simply gives the customer more time to think about why they called in the first place. #notgood #custserv A2: Why should there be a choice? Short wait time and solve the problem - what a concept. how about no wait time! #custserv True! RT @GregOrtbach: I get tremendous fuel economy by following certain 'rules' but doesn't always make the drive enjoyable. #custserv A2:Sorry, but if I have to be put on hold for #custerv I'm already :((( #custserv #custserv A2: personally & professionally... Successful resolution in a gracious, compassionate manner, matters more :@bsdalton ...and know that the customer is REALLy telling us how they feel? #custserv @wbendle Hiya Bradley! Good to see you at tonight's #custserv RT @MarshaCollier: Q3: FCR can often increase call time and limit calls per hour. Are longer queues an acceptable trade-off? #custserv Twitteratti: Forgive the increased tweets during the next hour --> #CustServ RT @GregOrtbach: Q2: As a customer what's more important to you -shorter hold time or having your issue resolved? #custserv YES RT @Hyken: A2: Why should there be a choice? Short wait time and solve the problem - what a concept. how about no wait time! #custserv RT @Hyken: A2: Why should there be a choice? Short wait time and solve the problem - what a concept. how about no wait time!~WIN! #custserv

2013-04-17 1:22 am 2013-04-17 1:22 am 2013-04-17 1:22 am 2013-04-17 1:22 am 2013-04-17 1:22 am 2013-04-17 1:22 am 2013-04-17 1:22 am

GregOrtbach ABHuret zacharyjeans AlHopper_ MarshaCollier HollyChessman colinsataylor

2013-04-17 1:23 am 2013-04-17 1:23 am 2013-04-17 1:23 am 2013-04-17 1:23 am 2013-04-17 1:23 am 2013-04-17 1:23 am 2013-04-17 1:23 am 2013-04-17 1:23 am 2013-04-17 1:23 am

wbendle BH_Social KateNasser bsdalton TheCEInstitute GregOrtbach AlHopper_ MarshaCollier mirgray

2013-04-17 1:23 am

TheCEInstitute

2013-04-17 1:23 am 2013-04-17 1:23 am 2013-04-17 1:23 am 2013-04-17 1:24 am 2013-04-17 1:24 am 2013-04-17 1:24 am 2013-04-17 1:24 am 2013-04-17 1:24 am 2013-04-17 1:24 am

bsdalton LeanShaman eisconsulting Simon_GB GregOrtbach AlHopper_ Hyken Lucia_Kash wbendle

Now we're cooking with gas. Welcome! RT @ABHuret: Twitteratti: Forgive the increased tweets during the next hour --> #CustServ <sneaking in, with a good excuse> Hi Gang! ; #custserv A2: Wait... what is a 'long hold time'? #custserv Wonderful to have you with us 2nite RT @ABHuret: Twitteratti: Forgive the increased tweets during the next hour --> #CustServ @Hyken ...are they acceptable? #custserv RT @KateNasser: Customers want 2 have issue resolved. Long hold times are frustrating yet short hold w/ no resolution is FAIL #custserv RT @barbaratallent: A2: As a customer, long hold times drive me crazy, I'd rather someone get back to me. #custserv <<Yes call the customer A2: If the associate is assuring me of the resolution, I'm good with a little longer wait. Clear communication is key. #CustServ A3 Brands have to do what they can to have process transparent so that customers know hold time will lead to results #Custserv What is very frustrating are the intro messages that STRESS to go to website for self-help. I called/ talk to me : #custserv @BH_Social IME its not the act that's not possible. its the accurate measure of such that is impossible #custserv RT @MarshaCollier: Q3: FCR can often increase call time and limit calls per hour. Are longer queues an acceptable trade-off? #custserv I think setting proper expectations equally as important as 1st call resolution. Tell me what to expect & I'm good. #custserv A3 Then again, that's why I use #social deliveries. Makes wait times easier to handle #custserv Absolutely!---> RT @wbendle: "Clear communication is key" #CustServ @MarshaCollier @eisconsulting Especially if the long hold involves many replays of same short music clip & thank you for waiting. #custserv RT @Hyken: A2: Why should there be a choice? Short wait time and solve the problem - what a concept. how about no wait time! #custserv @MarshaCollier yup. #custserv @MarshaCollier no because trust is compromised when customer's time is squandered #custserv Most customers would rather a REALISTIC prediction of the expected wait time. Then they can make an informed decision... #custserv A2:Sometimes cust just wants to be heard. So I think no wait has to happen first. #custserv We'll get 2 that. RT @bsdalton: @BH_Social IME its not the act that's not possible. its the accurate measure of such that is not #custserv RT @MarshaCollier: Q3: FCR can often increase call time and limit calls per hour. Are longer queues an acceptable trade-off? #custserv A3: See Answer A2: Why a choice. Good co's staff properly & train their people to take care of their valuable customers. #custserv RT @pcarlaw: 4 Tips for Building a Thriving Self-Serve Community for Customer Service #custserv - http://t.co/ihmR5JIcYw A2: Long wait and no resolution is a catastrophe as a customer.

2013-04-17 1:24 am 2013-04-17 1:24 am 2013-04-17 1:24 am 2013-04-17 1:24 am 2013-04-17 1:24 am 2013-04-17 1:24 am 2013-04-17 1:24 am 2013-04-17 1:24 am 2013-04-17 1:24 am 2013-04-17 1:25 am 2013-04-17 1:25 am 2013-04-17 1:25 am 2013-04-17 1:25 am 2013-04-17 1:25 am 2013-04-17 1:25 am 2013-04-17 1:25 am 2013-04-17 1:25 am 2013-04-17 1:25 am 2013-04-17 1:25 am 2013-04-17 1:25 am 2013-04-17 1:25 am

SueanneShirzay HollyChessman Simon_GB Pat_Cluett SJAbbott wbendle bsdalton KateNasser ABHuret GregOrtbach seventhman colinsataylor Simon_GB mjayliebs ABHuret wbendle eisconsulting LovelyLu ImpactLearning Hyken Simon_GB

2013-04-17 1:25 am 2013-04-17 1:25 am 2013-04-17 1:25 am 2013-04-17 1:26 am 2013-04-17 1:26 am 2013-04-17 1:26 am

wbendle eisconsulting seventhman AlHopper_ KateNasser MarshaCollier

#CustServ That's SO TRUE. @KateNasser #custserv A3 I'd rather have someone call me back a little later than sit on hold forever - that's so frustrating #custserv RT @MarshaCollier: Q3: FCR can often increase call time and limit calls per hour. Are longer queues an acceptable trade-off? #custserv @GregOrtbach #custserv A2: resolution is the ultimate goal - ideally would like short hold time and resolution - seems it is opposite A3 If longer wait times are inevitable, why not call me back in order (and tell me when. My time is important. #custserv RT @MarshaCollier: Q3: FCR can often increase call time and limit calls per hour. Are longer queues an acceptable trade-off? #CustServ RT @HollyChessman: A3 I'd rather have someone call me back a little later than sit on hold forever - that's so frustrating #custserv @SueanneShirzay Thanks!! #custserv A3 The only thing worse than long hold times, is bad music or repeated product solicitations (yes, that's YOU, Verizon! #custserv Thanks for joining the conversation Sueanne! RT @SueanneShirzay: That's SO TRUE. @KateNasser #custserv A3 You are in the business of serving your customers; you shouldn't let them wait. Instead, think of alternative fix #custserv RT @sjabbott: A3 If longer wait times are inevitable, why not call me back in order (and tell me when. My time is important. #custserv A3:If FCR is guaranteed or your money back, them sure I'll wait. #custserv If FCR increases queue times, there is something else going on #efficiency #custserv Bad hold music = Ear worms. #NotGood #custserv A3: No #CustServ @GregOrtbach Yes! If they know you're working on it, they feel a sense of relief even before the final resolution. #custserv A3 Longer queues are not a good trade off. No one likes waiting for an agent. #Custserv Define Customer Service as a Function, Not a Department #custserv #smb - http://t.co/D4OHSuycO7 @MarshaCollier I hope for both - short time and resolution. I expect less, but and hopefully am pleasantly surprised. #custserv RT @ABHuret: A3 The only thing worse than long hold times,is bad music or repeated product solicitations (yes, thats U, Verizon! #custserv RT @ABHuret: Bad hold music = Ear worms. #NotGood #CustServ \\u201c@seventhman: @eisconsulting Yes, long wait can lead to another situation = Escalation #custserv\\u201d ~ Yep! RT @ABHuret: Bad hold music = Ear worms. #NotGood #custserv Didn't we recently talk about 40 min hold times? Long earworms :( RT @ABHuret: Bad hold music = Ear worms. #NotGood #custserv Exactly - maybe understaffed. RT @mjayliebs: If FCR increases queue times, there is something else going on #efficiency #custserv If the customer calls, give them some form of resolution. Try communicating? #custserv

2013-04-17 1:26 am 2013-04-17 1:26 am

TheCEInstitute GregOrtbach

2013-04-17 1:26 am 2013-04-17 1:26 am 2013-04-17 1:26 am 2013-04-17 1:26 am 2013-04-17 1:26 am 2013-04-17 1:26 am 2013-04-17 1:26 am 2013-04-17 1:26 am 2013-04-17 1:26 am 2013-04-17 1:26 am

zacharyjeans SueanneShirzay Hyken barbaratallent DeWittLand bsdalton HollyChessman complexified Simon_GB colinsataylor

2013-04-17 1:26 am 2013-04-17 1:27 am 2013-04-17 1:27 am

Hyken KayTeeinVA GregOrtbach

2013-04-17 1:27 am 2013-04-17 1:27 am

Simon_GB Simon_GB

2013-04-17 1:27 am 2013-04-17 1:27 am 2013-04-17 1:27 am 2013-04-17 1:27 am

colinsataylor AlHopper_ lttlewys bsdalton

2013-04-17 1:27 am 2013-04-17 1:27 am 2013-04-17 1:27 am

wbendle zacharyjeans HollyChessman

A3: Longer waits lead to customer frustrations, making it more difficult for FCR. Strike a balance between the two. #custserv Yes - especially when you recognize the song from previous calls! RT @wbendle: RT @ABHuret: Bad hold music = Ear worms. #NotGood #CustServ RT @MarshaCollier: If the customer calls, give them some form of resolution. Try communicating? #custserv A 3: No, the company should be staffed appropriately to handle the calls. #custserv RT @SJAbbott: A3 If longer wait times are inevitable, why not call me back in order (and tell me when. My time is important. #custserv RT @seventhman: RT @ABHuret: Bad hold music = Ear worms. #NotGood #custserv #custserv who is asking the questions, think Im missing something @ABHuret i LOVE agood Musak rendition of a Carpenters classic #custserv A3 Longer queue = more irritation & anger by the time an agent can talk to you #custserv #custserv A3: re FCR, calls/hr etc-- 1seek problem root causes & thus fewer calls; 2have adaptive svc team, to manage queues as needed A3:How about a choice of music if I have to hold. Press (1 for classical (2 for Rock etc. Just sayN #custserv A3- FCR does not have to equal longer queue times. If u plan to achieve the FCR- u plan on the AHT as well- is not rocket science #custserv Great concept! RT @MarshaCollier: If the customer calls, give them some form of resolution. Try communicating? #custserv RT @eisconsulting: First call resolution can always be a goal, but it cannot be a deterrent when it doesn't occur. #custserv Hi Robert. Questions come from me or @marshaCollier RT @DeWittLand: #custserv who is asking the questions, think Im missing something Nice dream RT @SueanneShirzay: A 3: No, the company should be staffed appropriately to handle the calls. #custserv RT @Hyken: Great concept! RT @MarshaCollier: If the customer calls, give them some form of resolution. Try communicating? #custserv Good FCR and short handle times and queues requires planning #custserv @MarshaCollier or @GregOrtbach RT @DeWittLand: #custserv who is asking the questions, think Im missing something #custserv @abhuret WooHoo!! Great to see you! How are you? #custserv RT @mjayliebs: If FCR increases queue times, there is something else going on #efficiency #custserv <yay! not a single variable equation. A3: The long wait - but give us your number and we'll call you back has been effective with me. #CustServ A3: Look, I'm not calling for any other reason than to resolve this thing. So, I'll do my time in the 'holding cell'. #custserv @Simon_GB I like that idea : #custserv

2013-04-17 1:27 am 2013-04-17 1:27 am 2013-04-17 1:27 am

SheltonMercer AshliMazer shelhorowitz

2013-04-17 1:27 am 2013-04-17 1:28 am 2013-04-17 1:28 am 2013-04-17 1:28 am 2013-04-17 1:28 am 2013-04-17 1:28 am 2013-04-17 1:28 am 2013-04-17 1:28 am 2013-04-17 1:28 am 2013-04-17 1:29 am 2013-04-17 1:29 am 2013-04-17 1:29 am

Hyken SethSklar bsdalton wbendle SueanneShirzay colinsataylor AlHopper_ seventhman Pat_Cluett mjayliebs complexified TheCEInstitute

2013-04-17 1:29 am 2013-04-17 1:29 am 2013-04-17 1:29 am 2013-04-17 1:29 am 2013-04-17 1:29 am 2013-04-17 1:29 am

ABHuret Michael_Lytle lttlewys zacharyjeans HollyChessman MarshaCollier

2013-04-17 1:29 am 2013-04-17 1:29 am

barbaratallent zacharyjeans

2013-04-17 1:29 am 2013-04-17 1:29 am 2013-04-17 1:29 am 2013-04-17 1:29 am

AshliMazer eisconsulting colinsataylor MarshaCollier

Long day...finally at #RDU. Must give the @AmericanAir crew high marks for their consistent high standard of #custserv Sorry I am late. Hopefully, I can join in!n #Custserv RT @Hyken: Great concept! RT @MarshaCollier: If the customer calls, give them some form of resolution. Try communicating? #custserv Bad to start off that way. RT @HollyChessman: A3 Longer queue = more irritation & anger by the time an agent can talk to you #custserv @lttlewys @abhuret just got home and popping in to say hello. I've been AWOL for a bit. #custserv @GregOrtbach oops sorry for jumping ahead #custserv A3: If you're making me hold for a long period of time, you'd better be playing Wilco or the Old 97s #CustServ It happens! LOL @Simon_GB #custserv .@abhuret Ah Yes ...S&M service quality #custserv Glad you made it, Seth! RT @SethSklar: @lttlewys @abhuret just got home and popping in to say hello. I've been AWOL for a bit. #custserv On A3 I wonder if you can sue a company for subjecting you to a bad choice of music during that hold... #custserv @Hyken @MarshaCollier #custserv we are on the same page, Shep. As an aside, with good websites and proper FAQ and other available self-serve, 'calls' are increasing in complexity #impacts #custserv #custserv A4: customer satisfaction with your svc process. If they aren't smiling at end of call, you have work to do. RT @SJAbbott: A3 Just remember, nothing says "go try our competitor next time" like not having enough staff to serve customers. #custserv @bsdalton Who doesn't love a good Carpenter's mash-up?? <cue @GregOrtbach and @ImMarkBernhardt> our resident DJs! #custserv Think like a customer, give them more options. Knowledgebase, communities, customers don't mind self help. #custserv @sethsklar Great to see you as alwys, Seth!! #custserv Don't auto hang up on me after x number of minutes on hold. #custserv @Hyken Exactly - esp if you you're already upset or had a prob. Than it goes from bad to worse. #custserv @AlHopper_ We alternate the questions between @GregOrtbach & me tonight - and then we RT so all can see. Welcome! @DeWittLand #custserv RT @seventhman: On A3 I wonder if you can sue a company for subjecting you to a bad choice of music during that hold... #custserv RT @Michael_Lytle: Think like a customer, give them more options. Knowledgebase, communities, customers don't mind self help. #custserv @seventhman - HaHa #Custserv Wait times, music, etc. speak to the overall experience. If they are bad, the product/service itself is immediately devalued. #custserv @gregortbach or you just keep bumping the priority until the CEO answers #custserv @HollyChessman It can go from bad to worse to catastrophe in a few

2013-04-17 1:29 am 2013-04-17 1:30 am 2013-04-17 1:30 am

dekebridges AlHopper_ GregOrtbach

2013-04-17 1:30 am 2013-04-17 1:30 am 2013-04-17 1:30 am 2013-04-17 1:30 am 2013-04-17 1:30 am 2013-04-17 1:30 am 2013-04-17 1:30 am 2013-04-17 1:30 am 2013-04-17 1:30 am 2013-04-17 1:30 am 2013-04-17 1:30 am 2013-04-17 1:30 am

zacharyjeans MarshaCollier DeWittLand GregOrtbach bsdalton colinsataylor SueanneShirzay MarshaCollier lttlewys Hyken seventhman Hyken

2013-04-17 1:30 am 2013-04-17 1:30 am 2013-04-17 1:30 am

chrisycram GregOrtbach AlHopper_

2013-04-17 1:30 am 2013-04-17 1:30 am 2013-04-17 1:31 am 2013-04-17 1:31 am 2013-04-17 1:31 am 2013-04-17 1:31 am 2013-04-17 1:31 am

simon_GB2 Pat_Cluett wbendle ABHuret bsdalton colinsataylor simon_GB2

seconds! #custserv @Hyken If the customer calls, give them some form of resolution. Try communicating? #custserv via \\u200f@MarshaCollier It's HALFTIME! Raise your favorite beverage for a toast to #custserv in honor of #Zappos! @zacharyjeans Yeah. That's up there with on hold calls moving over to the "office hours" message after holding for several minutes.#custserv Make sure your 'self help' communities have whole answers. Nothing worse than getting 70%. #custserv #custserv RT @Pat_Cluett: @Hyken @MarshaCollier #custserv we are on the same page, Shep. #custserv How about when your upset and ask to talk to a manager and are put on hold for 45 minuets @VerizonWireless not happy "Press 3 to dial by name" ; RT @colinsataylor: @gregortbach or you just keep bumping the priority until the CEO answers #custserv @SueanneShirzay appropriately depends on a lot of variables - SL, queue times, ASA, abandons...#custserv @zacharyjeans dequeuing is evil #custserv Hello, you crazy kids. : @lttlewys @SethSklar #custserv Q5: What's the best way to minimize a gap between the agent and the customer's opinion of FCR? #custserv RT @zacharyjeans: Make sure your 'self help' communities have whole answers. Nothing worse than getting 70%. #custserv RT @HollyChessman: @Hyken Exactly - esp if you youre already upset or had a prob. Than it goes from bad to worse. #custserv RT @AlHopper_: Its HALFTIME! Raise your favorite beverage for a toast to #custserv in honor of #Zappos! #custserv I'm in good company! RT @MarshaCollier: #custserv RT @Pat_Cluett: @Hyken @MarshaCollier #custserv we are on the same page, Shep. #custserv Got an email reply from @nest support inside of 10 minutes. That's impressive. #custserv #doingitright Welcome to the #custserv half-time show. Hoist your favourite beverage! Love Quant Analysis RT @bsdalton: @SueanneShirzay appropriately depends on a lot of variables - SL, queue times, ASA, abandons...#custserv @simon_gb in jail, I'm back with #2 #custserv RT @MarshaCollier: Q3: FCR can often increase call time and limit calls per hour. Are longer queues an acceptable trade-off? #custserv RT @MarshaCollier: Q5: Whats the best way to minimize a gap between the agent and the customers opinion of FCR? #CustServ @barbaratallent @seventhman Yes. I believe you can sue for Ear Worm due to bad hold music. #CustServ #custserv @Hyken @SJAbbott virtual hold. easy technology to implement #custserv #zappos- cheers to all #custserv RT @MarshaCollier: Q5: Whats the best way to minimize a gap between the agent and the customers opinion of FCR? #custserv

2013-04-17 1:31 am 2013-04-17 1:31 am 2013-04-17 1:31 am 2013-04-17 1:31 am 2013-04-17 1:31 am 2013-04-17 1:31 am 2013-04-17 1:31 am 2013-04-17 1:31 am

MarshaCollier AlHopper_ GregOrtbach Michael_Lytle LovelyLu HollyChessman AlHopper_ marksalke

2013-04-17 1:31 am 2013-04-17 1:31 am 2013-04-17 1:31 am 2013-04-17 1:32 am

ABHuret BradBennett MarshaCollier KayTeeinVA

2013-04-17 1:32 am 2013-04-17 1:32 am 2013-04-17 1:32 am 2013-04-17 1:32 am 2013-04-17 1:32 am

seventhman Hyken wbendle EButtsCPA AshliMazer

2013-04-17 1:32 am

fscavo

2013-04-17 1:32 am 2013-04-17 1:32 am

mjayliebs Hyken

2013-04-17 1:32 am 2013-04-17 1:32 am 2013-04-17 1:32 am 2013-04-17 1:32 am

MarshaCollier TheCEInstitute seventhman BH_Social

#Halftime! #Zappos! RT @GregOrtbach: Welcome to the #custserv half-time show. Hoist your favourite beverage! @seventhman Shaleen! You snuck by me! Good to see you! #custserv RT @MarshaCollier: Q5: What's the best way to minimize a gap between the agent and the customer's opinion of FCR? #custserv. If you have to keep a customer on hold, make it worth their while when you pick up the call. Arm your front line! #custserv Coffee tonight #Zappos RT @GregOrtbach: Welcome to the #custserv half-time show. Hoist your favourite beverage! #Custserv @GregOrtbach Teacup raised! : #custserv RT @MarshaCollier: Q5: Whats the best way to minimize a gap between the agent and the customers opinion of FCR? #custserv No help, really. MT @lttlewys: RT @zacharyjeans: Make sure 'self help' comms have whole answers. Nothing worse than getting 70%. #custserv Water (sorry, post-gym RT @GregOrtbach: Welcome to the #custserv half-time show. Hoist your favourite beverage! #custserv Bourbon & Boots Rickrolls The Returns Policy http://t.co/bL9eqzpGEo #custserv @AlHopper_ It's not so easy - especially with this many people, right? I LOVE #custserv chat! RT @Michael_Lytle: Think like a customer, give them more options. Knowledgebase, communities, customers don't mind self help. #custserv A5 Set expectations right. If you need to get back to them in 24 hours, don't do it at 48th.. #custserv RT @MarshaCollier: Q5: Whats the best way to minimize a gap between the agent and the customers opinion of FCR? #custserv A5: Figuratively, meet the customer where they are... empathy is key! #CustServ greetings #custserv RT @Michael_Lytle: If you have to keep a customer on hold, make it worth their while when you pick up the call. Arm ur front line! #Custserv Great point RT @mjayliebs: with good websites and proper FAQ and other available self-serve, 'calls' are increasing in complexity #custserv A5: Most data suggests that customers do not expect FCR - scary but true. Agents should offer alternatives and do their best #custserv RT @Michael_Lytle: If you have to keep a customer on hold make it worth their while when u pick up the call. Arm your front line! #custserv @eisconsulting We will be getting to the training questions in a minute, right @GregOrtbach ? #custserv RT @MarshaCollier: Q5: What's the best way to minimize a gap between the agent and the customer's opinion of FCR? #custserv @AlHopper_ Good to see you mate! #custserv A5 Narrow gap on FCR by enabling customers w/resolution options like FAQs while maintaining transparencies on limits to resolution

2013-04-17 1:32 am

ilovegarick

2013-04-17 1:32 am 2013-04-17 1:32 am 2013-04-17 1:33 am 2013-04-17 1:33 am 2013-04-17 1:33 am 2013-04-17 1:33 am 2013-04-17 1:33 am 2013-04-17 1:33 am 2013-04-17 1:33 am 2013-04-17 1:33 am 2013-04-17 1:33 am 2013-04-17 1:33 am 2013-04-17 1:33 am 2013-04-17 1:33 am 2013-04-17 1:33 am

AlHopper_ simon_GB2 eisconsulting Pat_Cluett HollyChessman AlHopper_ seventhman MarshaCollier TheCEInstitute simon_GB2 GregOrtbach ilovegarick DeWittLand LovelyLu eisconsulting

2013-04-17 1:33 am 2013-04-17 1:33 am 2013-04-17 1:34 am 2013-04-17 1:34 am 2013-04-17 1:34 am 2013-04-17 1:34 am

complexified bsdalton AlHopper_ RussLoL SueanneShirzay AlHopper_

2013-04-17 1:34 am 2013-04-17 1:34 am

wbendle KateNasser

#Custserv RT @Hyken: RT @MarshaCollier: Q5: Whats the best way to minimize a gap between the agent and the customers opinion of FCR? #custserv Nope! RT @MarshaCollier: @AlHopper_ Its not so easy - especially with this many people, right? I LOVE #custserv chat! #custserv A5:Make sure customer is satisfied with the resolution. Ask what will make them happy. #custserv Agents need to trained and prepared to resolve issues. If not, they're a middle man, which is annoying and disappointing. #custserv @MarshaCollier #custserv A3: people do not like to wait for either someone to take their call or for a resolution - have to do both well A5 Communicate, communicate, communicate #custserv Hiya Shep. @Hyken I must have missed your entrance as well. #custserv RT @ABHuret: @barbaratallent @seventhman Yes. I believe you can sue for Ear Worm due to bad hold music. #CustServ #custserv +1 RT @HollyChessman: A5 Communicate, communicate, communicate #custserv A5: Ask the customer's opinion of a resolution. CSRs can only hit the target of FCR if they know what it is. #custserv That will work, novel : RT @HollyChessman: A5 Communicate, communicate, communicate #custserv A5: Important to realize that #FCR could be more of an agent's goal than the customer's. FCR doesn't eliminate future probs. #custserv A5. Provide documentation of a brand's commitment/mission to set the proper expectations with a customer. #custserv #custserv A5 give your front line the power to make decisions, even if it cost you a little money, you would have happy customers A5 Make sure the agent is equipped with information and training. #Custserv \\u201c@MarshaCollier: @eisconsulting We will be getting to the training questions in a minute, right @GregOrtbach ? #custserv\\u201d~ Oooops! Gotcha! @AlHopper_ #custserv glug glug glug... Ice cold xxx antioxidant Vitamin Water... RT @mjaylieb ... 'calls' are increasing in complexity #impacts #custserv <which is (should be driving CSR talent profile. A5 Empowerment. Let the employees do what they are there for! #custserv I just had the most amazing (not good phone call from @ShawInfo trying to address my bad #custserv. Wow. Another blog. Thanks. A 5: In many cases, if a cust is a good communicator it results in a smaller gap. It's not always the cust service reps "fault" . #custserv My #coffee has gone cold w/full house RT @complexified: @AlHopper_ #custserv glug glug glug... Ice cold xxx antioxidant Vitamin Water... A5: If the customer feels the agent is looking out for their best interests (rather than the co's, the opinion will be favorable #CustServ RT @LovelyLu: A5 Make sure the agent is equipped with information

2013-04-17 1:34 am 2013-04-17 1:34 am 2013-04-17 1:34 am 2013-04-17 1:34 am

ABHuret MarshaCollier ilovegarick Pat_Cluett

2013-04-17 1:34 am

BH_Social

2013-04-17 1:34 am 2013-04-17 1:34 am 2013-04-17 1:34 am 2013-04-17 1:34 am

GregOrtbach Michael_Lytle KateNasser AshliMazer

2013-04-17 1:34 am 2013-04-17 1:35 am 2013-04-17 1:35 am

simon_GB2 Hyken SueanneShirzay

2013-04-17 1:35 am 2013-04-17 1:35 am 2013-04-17 1:35 am 2013-04-17 1:35 am 2013-04-17 1:35 am

MarshaCollier AlHopper_ colinsataylor simon_GB2 TheCEInstitute

2013-04-17 1:35 am 2013-04-17 1:35 am 2013-04-17 1:35 am 2013-04-17 1:35 am 2013-04-17 1:35 am 2013-04-17 1:35 am 2013-04-17 1:35 am

MarshaCollier bsdalton TheCEInstitute BH_Social GregOrtbach colinsataylor HollyChessman

and training. #custserv @DeWittLand Only 45 minutes? Lucky! That's b/c they're busy covering their tracks before introducing call to supervisor #custserv #custserv RT @_trevorstanley_: mostly not.....usually a 'manager' is not there to field calls and for the most part they have the final say. Yes, and the million dollar question is how? RT @HollyChessman A5 Communicate, communicate, communicate #custserv @GregOrtbach @MarshaCollier A4: how does the customer feel? Was problem resolved and did #custserv / resolution meet or exceed expectations? If a customer is aware of policies, alternatives &companys limits in resolution, FCR more likely bc time waste becomes component #Custserv Q6: What are some strategies for companies establishing a FCR goal? #custserv A5 Every transaction should end with "are you completely satisfied" if no, then try again. #custserv RT @AlHopper_: A5 Empowerment. Let the employees do what they are there for! #custserv RT @DeWittLand: A5 give your front line the power 2 make decisions, even if it cost u a little money, u would have happy customers #Custserv A5:Work on agents development of self awareness. #custserv A5: Training! CSR apologizes. They are trained to solve the problem. They have excellent comm. skills. That's a start. #custserv RT @seventhman: RT @AlHopper_: Its HALFTIME! Raise your favorite beverage for a toast to #custserv in honor of #Zappos! #custserv @BH_Social Policies!! good point - should be right there with FAQs, yes? #custserv @ilovegarick Anotherone got by me :( Good to see you tonight #custserv @gregortbach or title? #custserv RT @GregOrtbach: Q6: What are some strategies for companies establishing a FCR goal? #custserv RT @Hyken: A5: Training! CSR apologizes. They are trained to solve the problem. They have excellent comm. skills. That's a start. #custserv RT @GregOrtbach: Q6: What are some strategies for companies establishing a FCR goal? #custserv A5: the agent's opinion doesn't matter #custserv RT @Michael_Lytle: A5 Every transaction should end with "are you completely satisfied" if no, then try again. #custserv If customer thinks solution provided was just bc of which agent they got, FCR is nearly impossible #Custserv That's be great. RT @colinsataylor: @gregortbach or title? #custserv RT @michael_lytle: A5 Every transaction should end with "are you completely satisfied" if no, then try again. #custserv A5 Show your customers respect, let them know how long they will have to wait & ultimately give them incredible customer service

2013-04-17 1:35 am

simon_GB2

2013-04-17 1:35 am 2013-04-17 1:35 am 2013-04-17 1:35 am 2013-04-17 1:35 am 2013-04-17 1:35 am 2013-04-17 1:35 am 2013-04-17 1:36 am 2013-04-17 1:36 am 2013-04-17 1:36 am 2013-04-17 1:36 am 2013-04-17 1:36 am 2013-04-17 1:36 am 2013-04-17 1:36 am 2013-04-17 1:36 am

TheCEInstitute complexified AshliMazer GregOrtbach KateNasser LovelyLu ilovegarick lttlewys _trevorstanley_ AlHopper_ SJAbbott TheCEInstitute wbendle BH_Social

2013-04-17 1:36 am 2013-04-17 1:36 am 2013-04-17 1:36 am 2013-04-17 1:36 am 2013-04-17 1:36 am 2013-04-17 1:36 am

eisconsulting AlHopper_ GregOrtbach ilovegarick Michael_Lytle jmaciveredwards

2013-04-17 1:36 am

AlHopper_

2013-04-17 1:36 am 2013-04-17 1:36 am

wbendle mjayliebs

#custserv RT @Hyken: A5: Training! CSR apologizes. They are trained to solve the problem. They have excellent comm. skills. Thats a start. #custserv RT @GregOrtbach: Q6: What are some strategies for companies establishing a FCR goal? #custserv #custserv A5: communicate info in a way the customer understands, applies to their situation, and appreciates. Ahhh... Customers most dreaded word... Policies. The customer doesn't care about your policy. #Custserv Good point. RT @bsdalton: A5: the agent's opinion doesn't matter #custserv Close the gap: Build better connection between front line and behind the scenes - FCR doesn't have to be just front line. #custserv A6 Train your agents, communicate with them often, support them, train some more, communiate.... repeat, repeat. #Custserv @AlHopper_ @complexified ; You should be drinking @Redbull anyways. ; #custserv @alhopper_ Ur doin great, this is a fast-jumping crowd!! #custserv @MarshaCollier on line support #custserv RT @GregOrtbach: Q6: What are some strategies for companies establishing a FCR goal? #custserv Yes! RT @wbendle: A5 If the cust feels agent is looking out for their best interests (rather than co's, opinion will be favorable #CustServ A6: Empowering employees to believe in exceptional service, and generating a clear idea of customer expectation. #custserv A5: It is imperative that support centers hire the "right" types of people in the first place... #CustServ @MarshaCollier If a company can restate its policies in 7 diff ways from point of sale to web FAQ, FCR should be 100x simpler #Custserv Clear communication will always assist in first call resolution. CSRs need to be trained to listen and speak...WELL! #custserv Aww, Thanks! RT @lttlewys: @alhopper_ Ur doin great, this is a fast-jumping crowd!! #custserv A6: Don't confuse company's goals with customer satisfaction. #custserv The customer "has" a choice. #custserv Bingo. Hired for a reason, right? RT @AlHopper_ A5 Empowerment. Let the employees do what they are there for! #custserv We treat our front line like the CEO's of our call center. Senior support engineers are rewarded for assisting FLS in FCR, #custserv RT @Michael_Lytle: Think like a customer, give them more options. Knowledgebase, communities, customers don't mind self help. #custserv Need to refill my Nerd supply RT @ilovegarick: @AlHopper_ @complexified ; You should be drinking @Redbull anyways. ; #custserv RT @GregOrtbach: Q6: What are some strategies for companies establishing a FCR goal? #CustServ I contend FCR is a dying metric (esp if C=Call - Solve the problem

2013-04-17 1:37 am 2013-04-17 1:37 am 2013-04-17 1:37 am 2013-04-17 1:37 am 2013-04-17 1:37 am 2013-04-17 1:37 am 2013-04-17 1:37 am 2013-04-17 1:37 am 2013-04-17 1:37 am 2013-04-17 1:37 am

HollyChessman GregOrtbach Hyken KateNasser MarshaCollier bsdalton BH_Social Pat_Cluett simon_GB2 HollyChessman

2013-04-17 1:37 am 2013-04-17 1:37 am 2013-04-17 1:37 am 2013-04-17 1:38 am 2013-04-17 1:38 am 2013-04-17 1:38 am 2013-04-17 1:38 am 2013-04-17 1:38 am 2013-04-17 1:38 am 2013-04-17 1:38 am 2013-04-17 1:38 am 2013-04-17 1:38 am 2013-04-17 1:38 am 2013-04-17 1:38 am

simon_GB2 villagranmtz mjayliebs tfletchagent GregOrtbach colinsataylor AshliMazer HollyChessman seventhman Hyken Michael_Lytle wbendle Hyken RussLoL

before the call, which at first will lengthen calls #custserv @ilovegarick Hi as me too : Talking to you through both avatars tonight! #custserv Many thanks to the #custserv community for question RT's. I'm victim to the #AmericanAir power outage. Been watching agents handle problems brilliantly, and some not so. #custserv Empowerment, information, training ==> must be in place for FCR to make any sense at all. #custserv You need to know what your customer defines as FCR? Does waiting and hanging for an agent hurt, even if they get resolved? #custserv? @RussLoL If #custserv was universally great, what on Earth would we write about. #myblogthanksyoubadservice A6 Best strategy for brands aspiring for FCR is to track percentage improvements, not distance to 100%. Every % = $$$ #Custserv RT @MarshaCollier: Q5: What's the best way to minimize a gap between the agent and the customer's opinion of FCR? #custserv A6:have your agents do 360's in house, use information to train & develop better people skills #custserv RT @Hyken: A5: Training! CSR apologizes. They are trained to solve the problem. They have excellent comm. skills. That's a start. #custserv RT @KateNasser: Empowerment, information, training ==> must be in place for FCR to make any sense at all. #custserv RT @KateNasser: Empowerment, information, training ==> must be in place for FCR to make any sense at all. #custserv RT @KateNasser: Empowerment, information, training ==> must be in place for FCR to make any sense at all. <-- This #custserv RT @Michael_Lytle: A5 Every transaction should end with "are you completely satisfied" if no, then try again. #custserv @BH_Social Nice to see you Brandon. Great to have you back in the #custserv fold. Performance in a #cctr is all about FCR the higher the FCR the better the agent. U can't make the same claim for any other #custserv metric A6 - One word... Empowerment. Associates are trained to make decisions & know they will not be punished. #Custserv RT @MarshaCollier: @HollyChessman It can go from bad to worse to catastrophe in a few seconds! #custserv @Hyken A6: Customer-centric strategy where customer care is the key priority #custserv In fairness to #AmericanAir, most of the people are trying so hard to make angry passengers happy. #custserv Attitude matters, start each conversation with "who do I have the pleasure of speaking with today" #custserv A6: Step one - Set the goal. Step 2 - Develop the strategy. Do not go to Step 2 prior to accomplishing Step 1. #CustServ Hypothetical or rhetorical question: How can airline gate agents emulate FCR for passengers? #custserv @bsdalton Agreed, but I'd LOVE to have a few more good news #custserv stories. The tipping point is the wrong direction, Barry. #blogammo

2013-04-17 1:38 am 2013-04-17 1:38 am

bsdalton complexified

2013-04-17 1:38 am 2013-04-17 1:38 am

GregOrtbach eisconsulting

2013-04-17 1:38 am 2013-04-17 1:38 am 2013-04-17 1:39 am 2013-04-17 1:39 am 2013-04-17 1:39 am

AlHopper_ Pat_Cluett HollyChessman MarshaCollier wbendle

2013-04-17 1:39 am

coffeers

2013-04-17 1:39 am 2013-04-17 1:39 am 2013-04-17 1:39 am 2013-04-17 1:39 am 2013-04-17 1:39 am 2013-04-17 1:39 am 2013-04-17 1:39 am 2013-04-17 1:39 am 2013-04-17 1:40 am 2013-04-17 1:40 am 2013-04-17 1:40 am 2013-04-17 1:40 am 2013-04-17 1:40 am

BH_Social eisconsulting Hyken Avachon01 MarshaCollier bsdalton KateNasser simon_GB2 AlHopper_ ABHuret complexified AshliMazer Avachon01

2013-04-17 1:40 am 2013-04-17 1:40 am

MarshaCollier eisconsulting

A6: the first strategic question (as with any issue is why is it important? What's the impact? ok..thats 2 questions #custserv #custserv A6: relentless continuous process improvement of your product or service. Best path to FCR. And..Constant communication to cstmrs "Powerful" word! : RT @AshliMazer: A6 - One word... Empowerment. Associates are trained to make decisions... #Custserv Obtain feedback from the consumer on experiences w/ first call resolution & otherwise. Allow them to tell u what needs repair. #custserv @colinsataylor NPS? #custserv @MarshaCollier #custserv A5: communication and empowerment RT @KateNasser: Empowerment, information, training ==> must be in place for FCR to make any sense at all. #custserv BOOM---> RT @AlHopper_: @colinsataylor NPS? #custserv RT @Hyken: In fairness to #AmericanAir, most of the people are trying so hard to make angry passengers happy. - Avoid unhappiness #CustServ RT @AlHopper_: My #coffee has gone cold w/full house RT @complexified: @AlHopper_ #custserv glug glug glug... Ice cold xxx antioxidant V ... @GregOrtbach Thanks Greg! Love hearing everyone's thoughts & making a point to learn and share more #Custserv You can't perfect service to the customer w/o engaging with the customer. #custserv RT @KateNasser: Empowerment, information, training ==> must be in place for FCR to make any sense at all. #custserv RT @Hyken: Hypothetical or rhetorical question: How can airline gate agents emulate FCR for passengers? #custserv @eisconsulting Isn't #custserv fun? RT @mjayliebs: I contend FCR is a dying metric (esp if C=Call - Solve prob b4 call, which at first will lengthen calls #custserv <oh yea Free the reps of scripts & watch the resolution speed up and the satisfaction soar up. #custserv Dissolve lines RT @Hyken: Hypothetical or rhetorical question: How can airline gate agents emulate FCR for passengers? #custserv So very true! RT @KateNasser: Free the reps of scripts & watch the resolution speed up and the satisfaction soar up. #custserv A5 Key to FCR = managing expectations. Sometimes, issues take more than a single call to resolve. SAY IT. #custserv @ilovegarick @AlHopper_ @Redbull no bull here lol... Just... #custserv RT @KateNasser: Free the reps of scripts & watch the resolution speed up and the satisfaction soar up. #Custserv RT @Hyken: I'm victim to the #AmericanAir power outage. Been watching agents handle problems brilliantly, and some not so. #custserv Q7: What are some ways FCR success can be measured? #custserv CSR's who take ownership of the consumer's problem tend to yield better results. Compassion meshed w/ efficiency. #custserv

2013-04-17 1:40 am 2013-04-17 1:40 am

AlHopper_ SJAbbott

2013-04-17 1:40 am

Pat_Cluett

2013-04-17 1:40 am 2013-04-17 1:40 am 2013-04-17 1:40 am 2013-04-17 1:41 am 2013-04-17 1:41 am 2013-04-17 1:41 am 2013-04-17 1:41 am 2013-04-17 1:41 am 2013-04-17 1:41 am

AshliMazer simon_GB2 GregOrtbach mnoreen TheCEInstitute Pat_Cluett Michael_Lytle villagranmtz colinsataylor

2013-04-17 1:41 am 2013-04-17 1:41 am

HollyChessman wbendle

2013-04-17 1:41 am 2013-04-17 1:41 am 2013-04-17 1:41 am 2013-04-17 1:41 am 2013-04-17 1:42 am 2013-04-17 1:42 am

Hyken AlHopper_ GregOrtbach _trevorstanley_ mirgray Hyken

2013-04-17 1:42 am

GregOrtbach

2013-04-17 1:42 am 2013-04-17 1:42 am

KateNasser AlHopper_

RT @MarshaCollier: Q7: What are some ways FCR success can be measured? #custserv @Hyken It's tough, especially for airlines. Sometimes the best possible resolution at that moment still sucks for the customer. #custserv Shoot - beverage is gone! Half empty or half full? RT @GregOrtbach: Welcome to the #custserv half-time show. Hoist your favourite beverage! @KateNasser - Agreed. Amazing what a little genuine human interaction can do. #Custserv RT @AshliMazer: RT @KateNasser: Free the reps of scripts & watch the resolution speed up and the satisfaction soar up. #custserv RT @MarshaCollier: Q7: What are some ways FCR success can be measured? #custserv . @Hyken #AmericanAir did a bad job with availability. I have 30 years of IT Experience, and my systems are 99.99% available. #custserv RT @MarshaCollier: Q7: What are some ways FCR success can be measured? #custserv RT @GregOrtbach: Q6: What are some strategies for companies establishing a FCR goal? #custserv @hyken Hard to complete FCR, when there is no real resolution available and agents are without useful resources #custserv The key for having outstanding and well prepared agents is to make them love their product. #custserv contact prevention is best- think like #amazon 100% of my customer who are satisfied and have no problems don't contact the #cctr #custserv @Hyken Have empathy for customers - it's easy to let the pressure of frustrated customers get to u. Try 2 help both of u stay calm #custserv A6: The FCR is often the front line the Brand at times when the Brand's equity is in jeopardy. Be the Brand. Live the Promise. #CustServ @MarshaCollier It is frustrating to wait long even if problem resolved. Then you get a survey. The CSR is penalized for the wait. #custserv A7 Ask the client? "Have I resolved all your issues today?" #custserv Remember kids: The only distance between CSR and FCR is S.F. SERVICE FIRST. #custserv @MarshaCollier depends on the message/music while on hold #custserv @MarshaCollier Yes, hold time hurts. In my head, I'm including the time wasted before I resorted to calling. #custserv RT @Michael_Lytle: @hyken Hard to complete FCR, when there is no real resolution available and agents are without useful resources #custserv Amazing the impact that makes. RT @_trevorstanley_: @MarshaCollier depends on the message/music while on hold #custserv Gate agents need to re-embrace basic service recovery concepts. Can't change the reality? Mange the moment : #custserv RT @GregOrtbach: Remember kids: The only distance between CSR

2013-04-17 1:42 am 2013-04-17 1:42 am 2013-04-17 1:42 am 2013-04-17 1:42 am 2013-04-17 1:42 am 2013-04-17 1:42 am 2013-04-17 1:42 am 2013-04-17 1:42 am 2013-04-17 1:42 am 2013-04-17 1:42 am 2013-04-17 1:43 am

2013-04-17 1:43 am 2013-04-17 1:43 am 2013-04-17 1:43 am 2013-04-17 1:43 am 2013-04-17 1:43 am 2013-04-17 1:43 am 2013-04-17 1:43 am 2013-04-17 1:43 am 2013-04-17 1:43 am 2013-04-17 1:43 am 2013-04-17 1:43 am 2013-04-17 1:43 am 2013-04-17 1:43 am 2013-04-17 1:44 am 2013-04-17 1:44 am 2013-04-17 1:44 am 2013-04-17 1:44 am 2013-04-17 1:44 am 2013-04-17 1:44 am

and FCR is S.F. SERVICE FIRST. #custserv ABHuret @Hyken Good faith gesture would be assuring seats are firmly bolted before takeoff. #AmericanAirlinesn #custserv eisconsulting \\u201c@MarshaCollier: @eisconsulting Isn't #custserv fun?\\u201d ~ Amazingly, :HollyChessman RT @bsdalton: A6: Why is it important? What's the impact? #custserv GregOrtbach The customer service IVR has to stop feeling like a "Choose Your Own Adventure" story. #custserv MarshaCollier Be sure agents have good listening skills, are focused on solving the right problem, and employ top-notch troubleshooting skills #custserv seventhman A7 Include FCR as an evaluation metric, establish reasonable goals & ask for feedback #custserv bsdalton A7: direct question. but like #NPS the real meat is in the follow up. "does this mean you'll buy again". If not, should we care? #custserv TheCEInstitute A7: Generate feedback from the customer. They need to claim that the issue has been resolved, not the agent. #custserv BH_Social A7 CSAT is a big one for FCR. Not a direct correlation but hard to imagine negative sentiments w/out second call #Custserv Hyken Our flight is finally taking off. Great hanging with everyone, if even for a short time. Thank you for being amazing! #custserv SusannahShumate RT @KateNasser: Gate agents need to re-embrace basic service recovery concepts. Can't change the reality? Mange the moment : #custserv seventhman RT @AlHopper_: RT @GregOrtbach: Remember kids: The only distance between CSR and FCR is S.F. SERVICE FIRST. #custserv GregOrtbach @Hyken Safe travels my friend! #custserv MarshaCollier @Hyken Thank you for joining in! #custserv AlHopper_ @Hyken Fly safe my friend! #custserv wbendle RT @TheCEInstitute: RT @MarshaCollier: Q7: What are some ways FCR success can be measured? #CustServ ericdresh Still amazed I am on this list! RT @zacharyjeans: RT @BH_Social: Is there a link for #custserv 100? #Custserv http://t.co/MQ0xZr2g80 KateNasser @Hyken Safe travels ... #custserv AshliMazer @Hyken - Safe travels!!!! #Custserv MarshaCollier @_trevorstanley_ odd-ball message music creeps me out #custserv Michael_Lytle A6 employ a measuring/continuous improvement program. Measuring is key! #custserv colinsataylor .@alhopper_ yes but too often it is SFA #custserv MarshaCollier #custserv RT @_trevorstanley_: @MarshaCollier on line feeback, repeat patronage GregOrtbach Q8: As a customer do you prefer giving feedback at the end of a call or after as a follow-up? #custserv _trevorstanley_ @MarshaCollier under promise - over deliver #custserv Michael_Lytle @hyken safe travels! #custserv AlHopper_ RT @GregOrtbach: Q8: As a customer do you prefer giving feedback at the end of a call or after as a follow-up? #custserv HollyChessman @GregOrtbach And it has to work! I want to scream when I get sent to the wrong place after being on hold. #custserv MarshaCollier @Michael_Lytle Good to see you - its been a while #custserv HollyChessman RT @GregOrtbach: The customer service IVR has to stop feeling like

2013-04-17 1:44 am 2013-04-17 1:44 am 2013-04-17 1:44 am

AlHopper_ wbendle GregOrtbach

2013-04-17 1:44 am

wbendle

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ABHuret MarshaCollier GregOrtbach BH_Social HollyChessman TheCEInstitute bsdalton

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brenwithgrneyes dwl17

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AlHopper_ AshliMazer DeWittLand Michael_Lytle colinsataylor TheCEInstitute GregOrtbach _trevorstanley_ EButtsCPA MarshaCollier KateNasser SueanneShirzay

a "Choose Your Own Adventure" story. #custserv I don't know that one? SFA? RT @colinsataylor: .@alhopper_ yes but too often it is SFA #custserv A7: Was the problem 100% resolved with complete customer satisfaction on the first call? #CustServ RT @_trevorstanley_: @MarshaCollier under promise - over deliver\\u2026 and rock the customer to "11" with choice of music. ; #custserv RT @AlHopper_: RT @GregOrtbach: Q8: As a customer do you prefer giving feedback at the end of a call or after as a follow-up? #CustServ That could be a loaded question for some! RT @AlHopper A7 Ask the client? "Have I resolved all your issues today?" #custserv RT @GregOrtbach: Q8: As a customer do you prefer giving feedback at the end of a call or after as a follow-up? #custserv Agree. RT @wbendle: A7: Was the problem 100% resolved with complete customer satisfaction on the first call? #CustServ A8 I like to give positive feedback after the call so supervisor knows during the shift. #Custserv @Hyken Great to have you here : #custserv RT @GregOrtbach: Q8: As a customer do you prefer giving feedback at the end of a call or after as a follow-up? #custserv RT @ABHuret: That could be a loaded question for some! RT @AlHopper A7 Ask the client? "Have I resolved all your issues today?" #custserv RT @Michael_Lytle: Attitude matters, start each conversation with "who do I have the pleasure of speaking with today" #custserv RT @KateNasser: Gate agents need to re-embrace basic service recovery concepts. Can't change the reality? Mange the moment : #custserv A8 Depends on how upset I am at the time. OR If it wasn't FCR but promised plan of resolution. #custserv A8 - End of Call. I want the situation done and handled. #Custserv #custserv A8 I love being asked how they did, when they did nothing! @MarshaCollier thanks, great to be here, sorry was late #custserv RT @alhopper_@colinsataylor NPS? #custserv - NPS is great- but lacks granularity that makes it actionable- FCR is simple #custserv A8: As a customer, I would rather give immediate feedback, especially when my problem has been resolved. #custserv @HollyChessman Yes, and while we're at it, let's banish the speech recognition that doesn't really recognize very much. #custserv @GregOrtbach #custserv definitely after the call is finished, more honest and constructive A8 definitely during the call. Real-time most effective! #custserv As a customer, I think when I say "thank you" - I'm annoyed that they then want me to take a survey. isn't "thank you" enough? #custserv A8: As a customer I like to interact with a CSR whose allowed to hear my feedback and adapt during the call! #custserv A 7: I agree, Direct question. Who wants to fill out a survey after each transaction or call? Not Me. @bsdalton #custserv

2013-04-17 1:45 am

sanniayo

2013-04-17 1:45 am

eisconsulting

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MarshaCollier colinsataylor wbendle GregOrtbach ABHuret KateNasser complexified

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AlHopper_ _trevorstanley_ DeWittLand wbendle ABHuret HollyChessman Michael_Lytle MarshaCollier GregOrtbach SueanneShirzay EButtsCPA bsdalton eisconsulting wbendle SJAbbott colinsataylor GregOrtbach

@GregOrtbach if a resolution will take long then expectations should be managed. lack of communication makes customers impatient #custserv Always seek measures and methods of improvement. Never "settle in" where you are. Complacency & ego will both hinder development. #custserv @SueanneShirzay I despise surveys #custserv @alhopper_ not a #custserv term at least I hope not Sweet **** All A8: My first response sometimes isn't my best response. I prefer to form my thoughts and then provide feedback later. #CustServ A7: I'm really enjoying the variance in answers to this one. This underscores that there can be a customer-agent gap. #custserv A8 Depends on outcome of call. Positive resolution = immediate feedback. Poor resolution = might want me to cool off #custserv The best way to achieve customer satisfaction, it to adapt during the interaction. THAT will get you great followup rankings : #custserv #Custserv A7: # or % of calls resolved in x minutes. # or % unresolved. By type of problem (caller IQ/EQ would be useful data too :@ABHuret I didn't saw I liked asking it all the time. Especially when I know FCR wasn't done #custserv 15 years in high end car sales/service makes #custserv almost second nature. #custserv A8 after call or interaction, so it's fresh RT @MarshaCollier: @SueanneShirzay I despise surveys - I'm a despised person... #CustServ @MarshaCollier Which one, A, B, or C? cc @SueannShirzay #custserv @GregOrtbach So true!!! And the agent having to ask for the same info I just gave to the IVR. #custserv A8 Generally speaking, feedback is always best served immediately, but only if constructive. #custserv @ABHuret My favorite answer (on no resolution "Really? really? You WANT me to take a survey?" #custserv An industry well known for follow ups. RT @_trevorstanley_: 15 years in high end car sales/service makes #custserv almost second nature. A 8: End of call always. #custserv @HollyChessman @GregOrtbach I can't stand that. Pet peeve #custserv If a customer is making a call, its a safe bet FC(contactR is already out the window. Less & less the phone is first contact #custserv You can often HEAR how a consumer feels during the call. Listen and adjust accordingly. #custserv RT @ABHuret: @MarshaCollier Which one, A, B, or C? cc @SueannShirzay - Blue. No, Red! #CustServ A8 Don't ask directly. Give me opportunities to share, & be ready to hear it, but don't make service about you. Awkward. #custserv RT @abhuret: @MarshaCollier Which one, A, B, or C? cc @SueannShirzay #custserv A8: How many agents would opt to take a client survey? #custserv

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MarshaCollier TheCEInstitute AlHopper_

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RussLoL AshliMazer seventhman _trevorstanley_ Pat_Cluett

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bsdalton wbendle MarshaCollier

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HollyChessman bsdalton

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CallCntrWeekly KateNasser GregOrtbach ABHuret wbendle AshliMazer seventhman colinsataylor MarshaCollier MarshaCollier eisconsulting

2013-04-17 1:50 am

AlHopper_

@wbendle You write the surveys? #custserv RT @MarshaCollier: @ABHuret My favorite answer (on no resolution "Really? really? You WANT me to take a survey?" #custserv If script allows :0p RT @eisconsulting: You can often HEAR how a consumer feels during the call. Listen and adjust accordingly. #custserv I love this #custserv story a lot. Direct line to the pilot http://t.co/qsRXp4jYAv via @smh. See, @BSDalton, it does happen. : @Michael_Lytle - True. Info is fresh. #Custserv A8 After the call if I'm satisfied with the resolution/service. #custserv @MarshaCollier You want me to answer a survey? what's in it for me? #custserv @GregOrtbach @MarshaCollier #custserv A6: role play, frequently asked questions and different correct answers, training, why FCR makes sense @SueanneShirzay surveys...bleh #custserv RT @MarshaCollier: @wbendle You write the surveys? - More than I care to admit... #CustServ +1 RT @SJAbbott: A8 Don't ask directly. Give me opportunities to share, & be ready to hear it, but don't make service about you #custserv @MarshaCollier @sueanneshirzay Me too. So annoying! #custserv RT @RussLoL: I love this #custserv story a lot. Direct line to the pilot http://t.co/DGhVo9aABz via @smh. See, @BSDalton, it does happen. : RT @ImpactLearning: Define Customer Service as a Function, Not a Department #custserv #smb - http://t.co/D4OHSuycO7 Want to really know what's important to the customers? Let them design the survey. Phew .. what an eye opener. #custserv Companies should be ready for public praise or otherwise. Let the survey link to social media posting. #custserv @AlHopper_ Just thinking those responses are the content of best sellers! ; #custserv RT @MarshaCollier: @wbendle You write the surveys? - Me and Manilow #CustServ @_trevorstanley_ - The #1 question, mentality, thought process of every customer.... "What's in it for me?" #Custserv On A8 Some reps will ask for feedback as it's part of their call script & it can be awkward to downright annoying sometimes #custserv If u love something let it call- if it calls again (in 72 hrs u didn't resolve the issue #custserv @wbendle I'm about to put one together with @CintGroup - yikes- but not on #custserv Q9: How can bias be minimized or eliminated when evaluating FCR? #custserv RT @KateNasser: Want to really know whats important to the customers? Let them design the survey. Phew .. what an eye opener.~LOVE #custserv So am I #custserv RT @eisconsulting: @AlHopper_ We're soooo anti scripts outside of training. Real time requires flexibility and creativity.

2013-04-17 1:50 am 2013-04-17 1:50 am 2013-04-17 1:50 am

AlHopper_

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RT @MarshaCollier: Q9: How can bias be minimized or eliminated when evaluating FCR? #custserv GregOrtbach RT @MarshaCollier: Q9: How can bias be minimized or eliminated when evaluating FCR? #custserv . ABHuret @MarshaCollier Haha! I go with "you might want to rethink that" or "would this be the right time to ask your boss for that raise?" #CustServ wbendle RT @MarshaCollier: Q9: How can bias be minimized or eliminated when evaluating FCR? #CustServ GregOrtbach A9: Combination of cross section of customers, call monitoring, and 'secret shopper'. #custserv eisconsulting @AlHopper_ YES!! #winning : #custserv Pat_Cluett @_trevorstanley_ @MarshaCollier #custserv seeing this more and more in the retail sector - chance to win if you complete survey ... Contd bsdalton @seventhman like the car dealer asking for a "10" on a sat survey. If u ask me for a score, yea well....#custserv AlHopper_ A9 Isn't it a little black or white with FCR? Was the call resolved or not? 1 reason I don't like it for all calls #custserv colinsataylor #custserv needs to be about a dialogue...apart from compliance there is no place for scripts...they belong in movies not #callcenters BH_Social A9 if a company can be its own critic & have employees know honesty is more imp than stat stacking, bias is the enemy #Custserv GregOrtbach That has happened to me too. RT @bsdalton: @seventhman like the car dealer asking for a "10" on a sat survey.....#custserv Pat_Cluett @_trevorstanley_ @MarshaCollier #custserv have often wondered if they ever award the prize they say they will if you complete survey andrew_spaceage RT @Michael_Lytle: A8 Generally speaking, feedback is always best served immediately, but only if constructive. #custserv KateNasser @colinsataylor Agreed re: scripts. #custserv AshliMazer A9 - Secret Shoppers are great especially in #Hospitality #Custserv GregOrtbach If only we could measure angry eyes. #custserv eisconsulting You have to consider the issue to effectively evaluate first call resolution. Otherwise, there can always be a bias. #custserv wbendle A9: I like balanced feedback protocol. To FCR Assoc: How do you feel the customer feels about the call? To Cust: How do you feel? #CustServ EButtsCPA Mine are pretty potent RT @GregOrtbach: If only we could measure angry eyes. #custserv zacharyjeans RT @GregOrtbach: If only we could measure angry eyes. #custserv bsdalton A9: if C = call, then yes, B&W. But C= call is not a meaningful measure #custserv AlHopper_ @bsdalton @seventhman you mean you weren't offered a free oil change for a '10' survey? #custserv MarshaCollier YES MT @colinsataylor: #custserv needs to be about a dialogue there is no place for scripts...they belong in movies not #callcenters zacharyjeans RT @Michael_Lytle: A8 Generally speaking, feedback is always best served immediately, but only if constructive. #custserv colinsataylor A9- If we take the customers word its pretty clear...isn't it #custserv MichaelAntRod RT @eisconsulting: You can often HEAR how a consumer feels

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during the call. Listen and adjust accordingly. #custserv PoorCustomerSvc RT @mjayliebs: I contend FCR is a dying metric (esp if C=Call - Solve prob b4 call, which at first will lengthen calls #custserv QualityBoxGuy RT @Hyken: A5: Training! CSR apologizes. They are trained to solve the problem. They have excellent comm. skills. That's a start. #custserv MarshaCollier Right! RT @bsdalton: A9: if C = call, then yes, B&W. But C= call is not a meaningful measure #custserv Pat_Cluett @_trevorstanley_ @MarshaCollier #custserv retail sector too has started to collect postal codes as a means of tracking where biz comes from KateNasser If a biz is going to use FCR, don't use it as a whip against individual reps. Conditions change. Overall is the only valid pic. #custserv seventhman @bsdalton the nerves.. haha. I can relate>> like the car dealer asking for a "10" on a sat survey #custserv GregOrtbach Q10: What are some things companies can do to empower agents to strive for FCR? #custserv MarshaCollier @Pat_Cluett I saw that growing use of postal codes --> annoying #custserv @_trevorstanley_ AlHopper_ RT @GregOrtbach: Q10: What are some things companies can do to empower agents to strive for FCR? #custserv LovelyLu Love secret shoppers. We should treat everyone like they are 1 RT @AshliMazer: Secret Shoppers r great especially in #Hospitality #Custserv MarshaCollier RT @GregOrtbach: Q10: What are some things companies can do to empower agents to strive for FCR? #custserv complexified #custserv A8: as customer, I prefer giving it at end of call. But- are customers too emotional to give honest open feedback then? DeWittLand #custserv as a small business owner, I'm not afraid of negative feedback, gives us a chance to improve, want to know if we mess up KateNasser RT @GregOrtbach: Q10: What are some things companies can do to empower agents to strive for FCR? #custserv EButtsCPA @complexified depends on how the call went lol #custserv GregOrtbach @LovelyLu Yes. Every company should call into their own queue too! @AshliMazer #custserv SueanneShirzay #wedontneednostinkinsurveys : We are verbal people. That's all that means, really. We like talking. @wbendle @MarshaCollier #custserv bsdalton @GregOrtbach @seventhman cuz manufacturers allocate cars based on CSAT surveys. I'll give a 10 for a % of commission : #custserv _trevorstanley_ @MarshaCollier @Pat_Cluett #custserv it's invasive nurettina why don't u talk about really bad fcr on social media?Most companies use social media just to route the customer.#custserv wbendle RT @MarshaCollier: Im about to put one together with @CintGroup yikes- but not on #CustServ - Keep it from being a fishing prom. #CustServ scullyano #tourism offices should have their visitor center management check out the #custserv chat. n Desk/phone ppl are frontline to the tourists. AlHopper_ A10 Take down silos. empowerment. simple products without jargon or fine lines of print #custserv MarshaCollier A10: Aside from regular training on the product - and the psychology

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colinsataylor KateNasser MarshaCollier JaneBozarth

2013-04-17 1:54 am

MarshaCollier

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ABHuret Pat_Cluett wbendle seventhman CustServGreeter MarshaCollier complexified HollyChessman BH_Social

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KateNasser AlHopper_ _trevorstanley_ GregOrtbach MarshaCollier

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HollyChessman MarshaCollier DeWittLand ABHuret KateNasser

of the customer - give them flexibility #custserv .@marshacollier though without scripts we will lose the motivational instructions in the sidebar [sincerely] #custserv Streamline systems. I've seen reps toggling between 4 + systems to find one answer. FCR takes a big hit. #custserv +1110 RT @AlHopper_: A10 Take down silos. empowerment. simple products without jargon or fine lines of print #custserv RT @MarshaCollier: +1110 RT @AlHopper_: A10 Take down silos. empowerment. simple products without jargon or fine lines of print #custserv This--> RT @KateNasser: Streamline systems. I've seen reps toggling between 4 + systems to find one answer. FCR takes a big hit. #custserv Resolution isn't always black & white. Resolving issue doesn't always = happy cust; some were dragged thru silos to get there #custserv @bsdalton @seventhman #custserv cannot maintain 5 star dealer status if they get anything below a '10' on just one survey - crazy RT @KateNasser: RT @GregOrtbach: Q10: What are some things companies can do to empower agents to strive for FCR? #CustServ @AlHopper_ I would have reconsidered for the extra mile (laughs #custserv There are now over 1300 members of the #CustServ Exchange LinkedIn group http://t.co/DczedqD4TR @colinsataylor Truly #custserv Agreed: RT @GregOrtbach A9: Combination of cross section of customers, call monitoring, and 'secret shopper'. #custserv Have to leave a little early - sounds like kids r waking up. Night all Thx for an awesome convo #custserv A10 Empowering agents to go extra mile for customers beyond minimum is way to add value, "wow" to general inquiries for FCR #Custserv Orgs. that allow reps to help each other through IM speed FCR. #custserv I'm one! RT @CustServGreeter: There are now over 1300 members of the #CustServ Exchange LinkedIn group http://t.co/h33UFQoRuk love the conversation. #custserv thanks! Take care! RT @HollyChessman: Have to leave a little early - sounds like kids r waking up. Night all - Thx for an awesome convo #custserv Surprise guest--> RT @CustServGreeter: There are now over 1300 members of the #CustServ Exchange LinkedIn group http://t.co/rEnUA2ONUk RT @CustServGreeter: There are now over 1300 members of the #CustServ Exchange LinkedIn group http://t.co/DczedqD4TR Last 5 minute - please tweet your blogs, posts and #custserv news! #custserv A10 give them power to make common sense fixes to the problem A10 Toss the scripts and empower agents to resolve issues the way THEY would want their own resolved. #custserv Don't use FCR as the only measure on perf. evaluation. Balanced view. #custserv

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_trevorstanley_ AshliMazer

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colinsataylor Pat_Cluett AlHopper_ wbendle GregOrtbach eisconsulting bsdalton

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colinsataylor AlHopper_

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eisconsulting BH_Social seventhman wbendle SueanneShirzay

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KateNasser DeWittLand _trevorstanley_ colinsataylor KateNasser MarshaCollier KateNasser _trevorstanley_

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GregOrtbach ABHuret

#custserv final thought for the day.....never ever EVER use these two words..... #calmdown @GregOrtbach - Our #Brand requires Manager on Duty to secret shop depts & share feedback w/ team. Great tool & perspectives! #Custserv @abhuret You say you want a resolution, well you know...#custserv Yes especially when you are in a hurry RT @MarshaCollier: I saw that growing use of postal codes --> annoying #custserv @_trevorstanley_ Join us every week! It's more fun than a battel of monkeys! RT @_trevorstanley_: love the conversation. #custserv thanks! A10: Require them actually perform a call to the FCR as a customer with a real issue that needs to be resolved #CustServ Big thanks to @CustServGreeter for the Periwinkle tie recommendation. Hope all is well in Mandalay Bay Roy! #custserv RT BH_Social A10 Empowering agents to go extra mile for customers beyond minimum is way to add value, #Custserv ~Agreed #custserv RT @MarshaCollier: Last 5 minute - please tweet your blogs, posts and #custserv news! <rather tweet someone else's give it to me peeps! RT @custservgreeter: There are now over 1300 members of the #CustServ Exchange LinkedIn group http://t.co/mP0Ngeg5V6 RT @bsdalton: RT @MarshaCollier: Last 5 minute - please tweet your blogs, posts and #custserv news! <rather tweet someone else's give ... RT @KateNasser: Orgs. that allow reps to help each other through IM speed FCR. ~ Very smart! #custserv My newest blog post: "Feed the Fish" - What a Successful Brand Can Learn From Mister Rogers (http://t.co/IjTsGRWCYT #Custserv A10 Empowerment Rules! #custserv A10: You walk a mile or so in the customer's shoes in a time of need, you'll want to exceed all customers' expectations #CustServ RT @KateNasser: Streamline systems. I've seen reps toggling between 4 + systems to find one answer. FCR takes a big hit. #custserv Must go ... #custserv #custserv A10 do as Zappos @Pat_Cluett @MarshaCollier a "prize" as a reward completely turns me off.... so patronizing #custserv nite all...tweet dreams #custserv Thanks to you all... #custserv My *new* website is still being worked on, but here's our own page. #Represent #custserv chat !! http://t.co/r6kqBbia47 NEW > Customer Service Recovery: Use People Skills to Deliver Not Defend! http://t.co/9PD2Gb5RiG #custserv RT @AlHopper_: Join us every week! It's more fun than a battel of monkeys! RT @_trevorstanley_: love the conversation. #custserv thanks! Great to see you Kate. Thanks for being here. RT @KateNasser: Must go ... #custserv @MarshaCollier @CustServGreeter Oh ... rub it in, Mr. Mandalay

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AlHopper_ SJAbbott bsdalton AshliMazer Pat_Cluett GregOrtbach HMaewest MarshaCollier

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AlHopper_ colinsataylor expservice SueanneShirzay Pat_Cluett Michael_Lytle wbendle

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GregOrtbach eisconsulting AlHopper_ bsdalton

2013-04-17 1:59 am

seventhman

Bay! No pictures of drink umbrellas at halftime! #CustServ I'm working on a #custserv lessons learned from Mr. Miyagi. Trying to find a place to post it #custserv In light of this #custserv chat, I offer this blog post about "The Curse of Exceeding Expectations" as strategy. http://t.co/mfIP9M1tgp a10: empowerment...real empowerment scares the crap out of a lot of people #custserv A10 - Empowerment - It leads to pride in #Brand = Striving to do best for customer. #WinWin #Custserv @_trevorstanley_ @MarshaCollier #custserv Target just came to Canada and now Walmart is collecting postal codes - it is craziness Reminder: If anyone would like a #custserv topic tweet next week, let me know. RT @Michael_Lytle: A8 Generally speaking, feedback is always best served immediately, but only if constructive. #custserv @KateNasser TY 4 #custserv \\u2665 @AlHopper_ @Hyken @mirgray @_trevorstanley_ @ABHuret @eisconsulting @HollyChessman @seventhman @bsdalton @CustServGreeter will be back next week (I hope! Thanks for bearing with the temp at the door (bow #custserv @alhopper_ great job...u might be asked to do it again ;- #custserv RT @flavmartins: The CRM Crystal Ball. What CRM Will Be Like in 5 Years http://t.co/3383apLA2In #custserv #custexp That's because most customers deserve more than a 140 character resolution. : @nurettina #custserv @bsdalton @GregOrtbach @seventhman #custserv or knock 10% off my vehicle price for a '10' A10 Provide incentives for the entire team when FCR goals are achieved. A collaborative organization is more successful. #custserv A10: Have each associate's mom or grandma call in to get an issue resolved. Bad experience - you won't stop hearing about it. #CustServ Agreed. Are you powered by coffee? RT @colinsataylor: @alhopper_ great job...u might be asked to do it again ;- #custserv @AlHopper_ You did a great job! : #custserv TYVM! I'm glad to help out.. RT @colinsataylor: @alhopper_ great job...u might be asked to do it again ;- #custserv @MarshaCollier @KateNasser @AlHopper_ @Hyken @mirgray @_trevorstanley_ @ABHuret @eisconsulting @HollyChessman @seventhman fun*10 #custserv Plug: Got a great idea but don't know just how to convert it into a working program, app, website? Give me a call ; #custserv

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