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2013-04-10 to 2013-04-10 790 Twitter search results Time 2013-04-10 1:00 am 2013-04-10 1:00 am 2013-04-10 1:00 am 2013-04-10 1:00 am 2013-04-10 1:00 am 2013-04-10 1:00 am 2013-04-10 1:00 am 2013-04-10 1:00 am 2013-04-10 1:01 am 2013-04-10 1:01 am 2013-04-10 1:01 am 2013-04-10 1:01 am 2013-04-10 1:01 am User CustServGreeter CustServGreeter AlHopper_ eisconsulting MarkOrlan CustServGreeter BH_Social SJAbbott KateNasser CustServGreeter meganberry KateNasser complexified 80 contributors 1830 retweets 0 @replies 0 links Tweet @MarkOrlan Hi, Mark! Glad you could join us. #custserv Yessir! Thanks. RT @AlHopper_: @CustServGreeter good evening to you, Sir! Doing well I trust? #custserv #noms RT @CustServGreeter: @lttlewys Yep - M&M's got me home. :) #custserv Butterflies, thanks for the pardon during our #chatzones, :). Leaving 1, entering another. It's time 4 #custserv. Let's see how it unfolds. @CustServGreeter hi Roy, thanks for that warm welcome! Happy to be able to join. #custserv Starts NOW: "The customer isn't always right - how do we deal with it?" #custserv Joining the folks over at #Custserv @lttlewys @lttlewys Good evening. This has been a great day, and this chat is a great way to wrap it up. #custserv Can't be in #custserv chat tonight. Yet I would like to offer one thought in the debate over right/wrong. @eisconsulting Glad to have you with us! #custserv Excited to join #custserv chat tonight! Hi everyone I run community and #custserv for @RebelMouse! :) Strive to be excellent -- not right. ~Kate Nasser #peopleskills #custserv #callcenter #contactcenter #servicedesk RT @MarkOrlan: Just heading into a #custserv chat about "customers not always being right"...really? So pardon my tweet volume for the ... Transcript of 4/2 #custserv chat: "Will social and mobile customer service put an end to the script?" --> http://t.co/IEE6uYbPRN \\u201c@CustServGreeter: @eisconsulting Glad to have you with us! #custserv\\u201d ~ Our pleasure indeed! @KateNasser We'll miss you -and look forward to what you have to say #custserv RT @KateNasser: Strive to be excellent -- not right. ~Kate Nasser #peopleskills #custserv #callcenter #contactcenter #servicedesk @meganberry Hiya Megan! Good to see you!! #custserv RT @MarshaCollier: Transcript of 4/2 #custserv chat: "Will social and mobile customer service put an end to the script?" --> http://t ... Last week was interesting, back for more. Looks like a good topic. #custserv Good evening one and all! #Custserv Transcript of 4/2 "Will social & mobile #custserv end the script?"

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MarshaCollier eisconsulting CustServGreeter CustServGreeter lttlewys CustServGreeter zahkiasays LovelyLu zacharyjeans

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CustServGreeter meganberry meganberry CustServGreeter AlHopper_ lttlewys MarkOrlan CustServGreeter AlHopper_

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CustServGreeter mpace101 TheCEInstitute LovelyLu MarkOrlan CustServGreeter complexified

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LovelyLu MarshaCollier zacharyjeans MarshaCollier zacharyjeans mpace101 TheCEInstitute MarkOrlan BH_Social MarshaCollier eisconsulting lttlewys AlHopper_ CustServGreeter

http://t.co/kYKt32ASme via @MarshaCollier @lttlewys I'll have to call you M&M from now on. #custserv @CustServGreeter @MarshaCollier thanks Roy! #custserv @lttlewys good to see you too!! :) #custserv @LovelyLu Hello, Lu! #custserv Hello everyone! I've got a full tummy and #coffee brewing... let's get our chat on! #custserv @lovelylu Hiya!! #custserv Always fun discussing who's right and who's wrong. Just ask my wife. #custserv @zacharyjeans Greetings, good sir! #custserv Does she let you win sometimes? Mine won't. RT @MarkOrlan: Always fun discussing whos right and whos wrong. Just ask my wife. #custserv Maybe "right" and "wrong" aren't involved, he said, mysteriously\\u2026 #custserv What's going on in here? #custserv #custserv chat time! After a couple weeks off, I am back! #excited @CustServGreeter Hiya handsome :-) #Custserv @AlHopper_ hi Al...good to see you. I think you know the answer to that one :) #custserv Some chat or something. :) Hi! RT @mpace101: What's going on in here? #custserv #custserv Bruce Waltuck here. Unique svc exercise. At USDOL. Nationally recognized svc trng in transit industry. Looking fwd to great hr. @lttlewys Hey Brandie! #Custserv Tonight's #custserv topic: "The customer isn't always right - how do we deal with it?" - questions begin in a moment Roy, #custserv serves our souls, weekly! @CustServGreeter Please save links, news, deals and promotions during the LAST 5 minutes of #custserv chat. We strip all spam to keep pristine archives RT @MarshaCollier: Tonight's #custserv topic: "The customer isn't always right - how do we deal with it?" - questions begin in a moment Alright I'll stay for a little bit RT @CustServGreeter: Some chat or something. :) Hi! RT @mpace101: Whats going on in here? #custserv RT @MarshaCollier: Tonight's #custserv topic: "The customer isn't always right - how do we deal with it?" - questions begin in a moment RT @MarshaCollier: Tonight's #custserv topic: "The customer isn't always right - how do we deal with it?" - questions begin in a moment @MarshaCollier Good evening Marsha. How are you tonight? #Custserv Tonight's #custserv chat will be archived with the past here http://t.co/mHbnGWy4Jr RT @MarshaCollier: Tonight's #custserv topic: "The customer isn't always right - how do we deal with it?" - questions begin in a moment @zacharyjeans Hiya! Good to see you here!! How you? #custserv Just thought I'd see if you had better luck than I did, Mark. ;0) Mine hasn't let me win since high school... @MarkOrlan #custserv @BH_Social Welcome, Brandon! #custserv

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YEGlifer

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Whaaa? RT @MarshaCollier Tonight's #custserv topic: "The customer isn't always right - how do we deal with it?" -questions begin in a moment CustServGreeter RT @MarshaCollier: Tonight's #custserv chat will be archived with the past here http://t.co/8mC09H81fD GregOrtbach Good evening fine folks at #custserv! @MarshaCollier @CustServGreeter MelissaOnline RT @MarshaCollier: Tonight's #custserv topic: "The customer isn't always right - how do we deal with it?" - questions begin in a moment Hyken Big Tweet chat tonight! RT @MarshaCollier Tonight's #custserv topic: "The customer isn't always right - how do we deal with it?" #custserv ModWorkingWoma How to Handle Angry Customers in Your Online Community Tips and n hints for dealing with angry people http://t.co/V9DtFkcnD4 #custservn@rbacal CustServGreeter @GregOrtbach @MarshaCollier Helloooooooo host peeps! #custserv AlHopper_ Back at you, sir. @GregOrtbach & you, milady @MarshaCollier #custserv Social_Chef RT @Hyken: Big Tweet chat tonight! RT @MarshaCollier Tonight's #custserv topic: "The customer isn't always right - how do we deal with i ... BH_Social @CustServGreeter Funny meeting you here haha. Looking fw to tonight's topic. Difficult issue resolution can be a quality challenge #Custserv MarshaCollier @Hyken @BH_Social @GregOrtbach @AlHopper_ @lttlewys @mpace101 @zacharyjeans @LovelyLu @complexified @TheCEInstitute @MarkOrlan #custserv HI MarkOrlan A lot of heavyweights in tonight's #custserv chat. Hope Tweetdeck can keep up. ModWorkingWoma "@ValaAfshar: Service is delivered by people and people do make n mistakes - acknowledge, root cause, correct and move on. #custserv" dsearls @MarshaCollier IMHO, obsoleting #custserv scripts require native #VRM tools on the customer's side. The phone is the oldest and best one. AshliMazer Hello. Can I join in? #custserv coffeers RT @AlHopper_: Hello everyone! I've got a full tummy and #coffee brewing... let's get our chat on! #custserv LovelyLu Story of my life! RT @MarshaCollier: Tonight's #custserv topic: "The customer isn't always right - how do we deal with it?" zacharyjeans The only thing #custserv needs now is Brandie '@lttlewys' McCallum chat soundtrack recommendation. polinchock @Hyken @MarshaCollier I think just honestly & directly as we would like to be treated #custserv zacharyjeans RT @AshliMazer: Hello. Can I join in? #custserv Join! MarshaCollier Please feel free to respond to questions - even if you are now part of the regular #custserv chat - we love opinions! ModWorkingWoma Don't Forget These 10 Magic Phrases of Customer Service n http://t.co/AL51vhHFNI #custservn@MarshaCollier MarshaCollier Q1: What does "the customer is always right" mean to you? #custserv complexified RT @MarshaCollier: Tonight's #custserv topic: "The customer isn't always right - how do we deal with it?" - questions begin in a moment

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ImMarkBernhardt Sorry to duck in here a bit late... I just got home from a formal wear fitting, for my brother's wedding. Great #custserv at the shop. GregOrtbach RT @MarshaCollier: Q1: What does "the customer is always right" mean to you? #custserv . MarshaCollier RT @dsearls: @MarshaCollier IMHO, obsoleting #custserv scripts require native #VRM tools on the customer's side. The phone is the oldest ... complexified RT @MarshaCollier Tonight's #custserv chat will be archived with the past here http://t.co/KY2jkDo4Py zacharyjeans RT @MarshaCollier: Q1: What does "the customer is always right" mean to you? #custserv MarshaCollier @dsearls Doc, I can always count on you #custserv TheCEInstitute RT @MarshaCollier: Q1: What does "the customer is always right" mean to you? #custserv Hyken RT @MarshaCollier Q1: What does "the customer is always right" mean to you? #custserv lttlewys @zacharyjeans Z'omg!! Funny... I am watching #TheVoice while in the chats ;-) Great voices tonite!! #CustServ eisconsulting Evening everyone!! Great to be w/ you all again, :) #custserv MarkOrlan A1: "Customer is always right" means, for me, give them the benefit of the doubt. #custserv OrionITSM So how can I help you be successful? #CustServ I'm ready for Q1! CustServGreeter @polinchock Good evening -nice to see you here again! #custserv meganberry @MarshaCollier I think it means what the customer feels is always real. You have to respond in a way that acknowledges that #custserv eisconsulting RT @MarshaCollier: Q1: What does "the customer is always right" mean to you? #custserv YEGlifer Anyone? RT @MarshaCollier: Q1: What does "the customer is always right" mean to you? #custserv polinchock @MarshaCollier @MelissaOnline is baseball bat a legitimate answer? #custserv CustServGreeter RT @MarshaCollier: Q1: What does "the customer is always right" mean to you? #custserv AlHopper_ RT @MarshaCollier: Q1: What does "the customer is always right" mean to you #custserv lttlewys RT @marshacollier: Q1: What does "the customer is always right" mean to you? #custserv SJAbbott A1 Never forget the customer has a choice. #custserv GregOrtbach Yes RT @meganberry:I think it means what the customer feels is always real. You have to respond in a way that acknowledges that #custserv Hyken A1: It's not that the customer is always right. It's that the customer is treated w/ respect, regardless of circumstances. #custserv LovelyLu A1 The customer's always right means that no matter how exasperated they've made you, you are still smiling w/words. #Custserv TheCEInstitute A1: It means that the customer's desires are always right, and that we need to bridge the gap between desires and solutions. #custserv eisconsulting A1 Customer needs are a priority. W/o the customer, business doesn't exist. Value their presence and opinion. #custserv

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ImMarkBernhardt Q1: What does "the customer is always right" mean to you? #custserv | A: Do your best to serve the needs of the customer. MarshaCollier A1: It means the customer pays my bills, keeps me in business and I rely on them. It does NOT mean I will become a doormat #custserv lttlewys A1: The Customer is alwys rite, means that they should leave happy & satisfied, not necessarily with what they are looking for #custserv AlHopper_ Not pulling any punches out of the gate tonight... #custserv GregOrtbach A1: The customer has a right to be appreciated #custserv MarkOrlan A1: don't get defensive with customers. Listen...they just want to be heard most of the time. #custserv saratweetshere Are @MackCollier and @MarshaCollier related? #custserv #BlogChat zacharyjeans A1: Customer Is Always 'Right' = The Customer Always Is Listened To. #custserv zahkiasays A1: Treat customers politely, help them get desired end result. Guide them through the means of doing so. #custserv AshliMazer A1 - It means... It may not be our fault but it is our problem. #custserv BH_Social A1 Cust always right has to be an inspiration, not mandate. Drive to make a fix but cant sacrifice biz effectiveness #Custserv complexified #custserv A1: customer NOT always right but.. Always entitled to the utmost respect & effort to resolve problems. meganberry @MarshaCollier well said! #custserv eisconsulting A1 The customer's voice is the most relevant one as you exist to fulfill their need or meet their desire. #custserv Hyken RT @TheCEInstitute: A1: It means the customers desires r always right & that we need to bridge the gap between desires^ solutions. #custserv CustServGreeter @TheCEInstitute Hi, Branden -thanks for coming to the chat! #custserv saratweetshere @MarkOrlan hear, hear! Even when it's easier said then done. #custserv Hyken RT @AshliMazer: A1 - It means... It may not be our fault but it is our problem. #custserv MarshaCollier @meganberry Thanks.. #custserv - we have to draw a line somewhere GregOrtbach Exactly. The "Fault" is usually the precursor to cracks. RT @AshliMazer: A1 ...It may not be our fault but it is our problem. #custserv CustServGreeter @ImMarkBernhardt Hello Mark! #custserv eisconsulting A1 The customer's voice should never fall on deaf ears. #custserv OrionITSM A1: The customer has great intentions to improve their business success. #CustServ AlHopper_ A1 The Customer is right when they get the services they came to you for and found enough to keep coming back for #custserv zahkiasays +1 @SJAbbott A1 Never forget the customer has a choice. #custserv MarshaCollier Well put---> RT @AshliMazer: A1 - It means... It may not be our fault but it is our problem. #custserv meganberry @MarshaCollier definitely. Otherwise #custserv is a high burnout role zacharyjeans A1: So far as it depends on the you, be at peace w/ all customers. #custserv ImMarkBernhardt A1: I once read an article which had the following take: The customer

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may be right, but is not God. #custserv mpace101 A1: It means the customer's feelings are their truth. It's not about right or wrong? #custserv complexified @Hyken #custserv re A1-- seems gmta :-) lttlewys RT @alhopper_: A1 The Customer is right when they get the services they came to you for and found enough to keep coming back for #custserv CustServGreeter @zahkiasays Nice to see you in the chat tonight! #custserv LovelyLu A1 Customer is always treated with respect - always! #Custserv eisconsulting \\u201c@MarshaCollier: Well put---> RT @AshliMazer: A1 - It means... It may not be our fault but it is our problem. #custserv\\u201d ~ Yes, yes, yes! BH_Social Companies must tread careful in resolutions as ppl attempt to achieve same resolution under diff circumstances #Custserv MarkOrlan @saratweetshere we often have to bit our tongues with customers. But best not to go head-to-head. Engage respectfully. #custserv lttlewys RT @marshacollier: Well put---> RT @AshliMazer: A1 - It means... It may not be our fault but it is our problem. #custserv Hyken RT @GregOrtbach The "Fault" is usually the precursor to cracks. RT @AshliMazer: A1: It may not be our fault but it is our problem. #custserv MarshaCollier #custserv MT @milguy23 A1: #car acronym *customer always right* they drive your biz. Ring register. They are right bc u need them No c no $. ImMarkBernhardt @CustServGreeter Hello, Roy! #custserv AlHopper_ Well said RT @mpace101: A1: It means the customers feelings are their truth. Its not about right or wrong? #custserv Hyken RT @mpace101: A1: It means the customers feelings are their truth. Its not about right or wrong? #custserv GregOrtbach Q2: When a customer has incorrect information, what's the first thing you do? #custserv meganberry RT @AshliMazer: A1 - It means... It may not be our fault but it is our problem. #custserv zahkiasays @CustServGreeter Thanks a bunch! This is a good topic, so I'm looking forward to the rest of the chat! #custserv AlHopper_ RT @GregOrtbach: Q2: When a customer has incorrect information, whats the first thing you do? #custserv CustServGreeter >> RT @mpace101: A1: It means the customer's feelings are their truth. It's not about right or wrong? #custserv MarshaCollier RT @GregOrtbach: Q2: When a customer has incorrect information, what's the first thing you do? #custserv zacharyjeans At @Starbucks, we aimed to answer 'yes' in one way or another to every request. #custserv DianeTweeting RT @mpace101: A1: It means the customer's feelings are their truth. It's not about right or wrong? #custserv Hyken RT @GregOrtbach: Q2: When a customer has incorrect information, whats the first thing you do? #custserv AshliMazer MT @milguy23 A1: #car acronym *customer always right* they drive your biz. Ring register. They are right bc u need them No c no $. #custserv

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zacharyjeans

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RT @MarshaCollier: RT @GregOrtbach: Q2: When a customer has incorrect information, what's the first thing you do? #custserv eisconsulting RT @GregOrtbach: Q2: When a customer has incorrect information, what's the first thing you do? #custserv SJAbbott A1 It means we have to listen between the words. Their "right" and their "desire" may not be the same. #custserv CustServGreeter RT @GregOrtbach: Q2: When a customer has incorrect information, what's the first thing you do? #custserv BH_Social A2 Clarify policy so audience understands discrepancy & fix issue to best ability #Custserv polinchock I think u need to really look at customers, some folks just don't want to be satisfied & they may be worth losing as a customer #custserv TheCEInstitute RT @GregOrtbach: Q2: When a customer has incorrect information, what's the first thing you do? #custserv ImMarkBernhardt Well put RT @complexified: #custserv A1: customer NOT always right but.. Always entitled to the utmost respect & effort to resolve problems. BrucePetillo Agent Desktop Optimization For Better Customer Service #cctr #custserv #contactcenter http://t.co/KHVpPHUZU7 MarshaCollier Agreed #custserv RT @QTFocus While no one need be a doormat, every viable biz needs at least one venue where the customer feels heard. lttlewys A2: Share with them correct info, in a way that informs, not demeans or angers #custserv milguy23 @MarshaCollier The #car *customer is right* is an attitude. Ya gotta like these ppl. Honor them. Fairly basic. They buy your stuff #custserv LovelyLu A2 Deliver the right information in a way that doesn't make them feel demeaned or defensive. #Custserv GregOrtbach A2: Empathize, Clarify, Act #custserv AlHopper_ A2 Engage & Educate. Then see if there is something that can be done to make sure the next 1 doesn't find the same info #custserv mpace101 If you have ever been or are married, you know that you cannot argue that feelings are right or wrong #custserv polinchock @CustServGreeter I know, it's been a while! #custserv Hyken A2: Education is the start of working toward a solution. #custserv DianeTweeting Awesome! \\u201c@zacharyjeans: At @Starbucks, we aimed to answer 'yes' in one way or another to every request. #custserv\\u201d eisconsulting A2 Apologize. Take ownership of the problem and reassure your desire to find a PROMPT solution. #custserv zacharyjeans A2: Restate the customers point of view back to them until they feel they've been understood. #custserv MarkOrlan A2: When a customer has incorrect info, best to ask how they understand the situation. #custserv MarshaCollier Most important--> RESPECT RT @LovelyLu: A2 Deliver the information in a way that doesn't make them feel demeaned or defensive. #Custserv eisconsulting A2 Investigate the source of the information to ensure such doesn't reoccur. #custserv BH_Social Important to remember in #socialmedia, massive audience watching interaction. Must assist while demonstrating value to thousands

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#Custserv mpace101 Say hello RT @GregOrtbach: Q2: When a customer has incorrect information, whats the first thing you do? #custserv zahkiasays A2: Compliment them for having initiative to get information, give them the right solution and show them you how you got there. #custserv meganberry @GregOrtbach acknowledge their issue/frustration and then give them the information in a nice way. #custserv SJAbbott Know their story, first. RT @MarkOrlan: A2: When a customer has incorrect info, best to ask how they understand the situation. #custserv MarshaCollier @eisconsulting Investigating and taking action is key #custserv CustServGreeter @milguy23 Thanks for coming to the #custserv chat! mpace101 Agree RT @zacharyjeans: A2: Restate the customers point of view back to them until they feel theyve been understood. #custserv ImMarkBernhardt Q2: When a customer has incorrect info, what's the 1st thing you do? #custserv | A: Will it cost more to correct customer or to accept info? CustServGreeter RT @GregOrtbach: A2: Empathize, Clarify, Act #custserv MarkOrlan @SJAbbott good way of putting it. #custserv TheCEInstitute A2: Emphasize, provide the correct information and then go above and beyond to ratify the situation. #custserv eisconsulting A2 Listen. Respond to what they say not what you think they need to hear. #custserv zacharyjeans A2: Move from a 'Face to Face' positioning to a 'Shoulder to Shoulder' point of view on the problem. #custserv MarshaCollier @SJAbbott of course! and then act! #custserv lttlewys RT @gregortbach: A2: Empathize, Clarify, Act #custserv AlHopper_ RT @mpace101: Say hello RT @GregOrtbach: Q2: When a customer has incorrect information, whats the first thing you do? #custserv zacharyjeans RT @DianeTweeting: Awesome! \\u201c@zacharyjeans: At @Starbucks, we aimed to answer 'yes' in one way or another to every request. #custserv\\u201d mpace101 @ImMarkBernhardt that's a lot of pressure to put on a front line associaten #custserv eisconsulting \\u201c@MarshaCollier: @eisconsulting Investigating and taking action is key #custserv\\u201d ~ Absolutely zacharyjeans RT @lttlewys: RT @gregortbach: A2: Empathize, Clarify, Act #custserv CustServGreeter >> RT @LovelyLu: A2 Deliver the right information in a way that doesn't make them feel demeaned or defensive. #Custserv KarenLocker discuss it with them and try to clarify #custserv AshliMazer A2 - Apologize, LISTEN, Engage and make right. #custserv lttlewys RT @zacharyjeans: A2: Move from a 'Face to Face' positioning to a 'Shoulder to Shoulder' point of view on the problem. #custserv Ramon_DeLeon In Germany #custserv chat starts at 3am, looks like Q1 and Q2 are hot #RamonWOW shouts Love from Dusseldorf Hyken A2: Ask open-ended questions to understand what the customer thinks and why. #custserv MarkOrlan @GregOrtbach may not require action yet...just acknowledgment may be enough. #custserv

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OrionITSM

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A2:Always reinforce your position with documented evidence. Bring your expertise to the table and include the cust in the outcome #CustServ AshliMazer @eisconsulting - Listening is key! #custserv MarshaCollier Important--> RT @Hyken: A2: Ask open-ended questions to understand what the customer thinks and why. #custserv ItzJenna RT @DianeTweeting: Awesome! \\u201c@zacharyjeans: At @Starbucks, we aimed to answer 'yes' in one way or another to every request. #custserv\\u201d CustServGreeter Good > RT @zacharyjeans: A2: Move from a 'Face to Face' positioning to a 'Shoulder to Shoulder' point of view on the problem. #custserv MarkOrlan RT @Ramon_DeLeon: In Germany #custserv chat starts at 3am, looks like Q1 and Q2 are hot #RamonWOW shouts Love from Dusseldorf milguy23 @MarshaCollier The C #customer is everything. Not brand. Not biz. Customer. You make those ppl happy, brand will sell. #custserv MarshaCollier @Ramon_DeLeon good to see you - thanks for stopping by #custserv from Germany! GregOrtbach @MarkOrlan @mpace101 Agreed Gents. These are solid starting points for sure. #custserv TheCEInstitute @Hyken Absolutely! Understanding where the customer stands is crucial to helping them correct misconceptions. #custserv ImMarkBernhardt @mpace101 It's going to depend on the type of business, too. I run an SMB. The buck stops here, even if it costs me a few bucks. #custserv BH_Social Delivery as important as policy in era where corporate voice can be captured through tech and spread w/out context #Custserv eisconsulting \\u201c@Hyken: A2: Ask open-ended questions to understand what the customer thinks and why. #custserv\\u201d ~ Irreplaceable feedback. SJAbbott A2 Where did the misinformation come from? Mistake, misunderstanding, misguided, malicious...? #custserv lttlewys @ramon_deleon *waving* Hiya Ramon!!! #custserv TheCEInstitute @CustServGreeter @zacharyjeans Become a Guide on the Side, instead of a Sage on the Stage! Absolutely #custserv zacharyjeans A2: Illuminate points that both of you can agree on early in the conversation. #custserv AlHopper_ @ImMarkBernhardt It'll cost more if we can't find the root of the poor info so it can be corrected. Engagement wins loyalty #custserv eisconsulting \\u201c@AshliMazer: @eisconsulting - Listening is key! #custserv\\u201d ~ Always! zacharyjeans RT @TheCEInstitute: @CustServGreeter @zacharyjeans Become a Guide on the Side, instead of a Sage on the Stage! Absolutely #custserv Ramon_DeLeon RT @lttlewys: @ramon_deleon *waving* Hiya Ramon!!! #custserv --Thank You charlieisaacs RT @DianeTweeting: Awesome! \\u201c@zacharyjeans: At @Starbucks, we aimed to answer 'yes' in one way or another to every request. #custserv\\u201d

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RT @Hyken: A2: Ask open-ended questions to understand what the customer thinks and why. #custserv newenglandsarah A1: it means the customer has a right to be heard, and to have their feedback taken seriously. #custserv @MarshaCollier MarshaCollier Q3: Do customers sometimes disagree with something you know to be true about your product/service? #custserv mpace101 If all else fails, I give them @custservgreeter phone number, email, home address, social security, ... #custserv zacharyjeans RT @MarshaCollier: Q3: Do customers sometimes disagree with something you know to be true about your product/service? #custserv GregOrtbach RT @MarshaCollier: Q3: Do customers sometimes disagree with something you know to be true about your product/service? #custserv . CustServGreeter RT @MarshaCollier: Q3: Do customers sometimes disagree with something you know to be true about your product/service? #custserv eisconsulting RT @MarshaCollier: Q3: Do customers sometimes disagree with something you know to be true about your product/service? #custserv Ramon_DeLeon RT @MarshaCollier: Q3: Do customers sometimes disagree with something you know to be true about your product/service? #custserv IMPACT_Jodi Uncovering Additional Opportunities to Serve Customer #custserv #sales - http://t.co/9cdoySYMZX Hyken Good technique! RT @zacharyjeans: A2: Illuminate points that both of you can agree on early in the conversation. #custserv DianeTweeting Great - like #sales \\u201c@Hyken: A2: Ask open-ended questions to understand what the customer thinks and why. #custserv\\u201d CustServGreeter Yup! > RT @mpace101: If all else fails, I give them @custservgreeter phone number, email, home address, social security, ... #custserv AlHopper_ RT @MarshaCollier: Q3: Do customers sometimes disagree with something you know to be true about your product/service? #custserv TheCEInstitute RT @MarshaCollier: Q3: Do customers sometimes disagree with something you know to be true about your product/service? #custserv Hyken RT @MarshaCollier: Q3: Do customers sometimes disagree with something you know to be true about your product/service? #custserv pcarlaw Customer Service Training: It's Time To Sweat the Small Stuff #custserv #training - http://t.co/NTDNcqymJz Toby_Metcalf RT @LovelyLu: A1 Customer is always treated with respect - always! #Custserv ImMarkBernhardt @AlHopper_ Indeed, I want to know how the bad info got to the customer. But I want to deal directly with that customer, first. #custserv eisconsulting A3 Definitely a possibility. You have to correct and provide accurate info w/o demeaning, berating or offending. #custserv MarkOrlan Q3: there are all kinds of customers, especially those who don't listen. Often you just have to scratch your head in wonder. #custserv lttlewys A3L Yes.. sadly, it's what they believe since that is the perception given of the company, alwys apologize! #custserv CustServGreeter @Ramon_DeLeon Hi, Ramon! Welcome back. #custserv meganberry @MarshaCollier A3. Definitely! My first step is to think if I really "know" or am assuming. Then think about how to help them #custserv BH_Social A3 Customers will voice rumors as authority, demand agreement.

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Calm restatement of policy required #Custserv OrionITSM RT @Hyken: A2: Education is the start of working toward a solution. #custserv MarshaCollier A3: How about when they say I'm selling used product? (that come right out of the manufacturer's box to theirs) Grrrr #custserv DianeTweeting RT @BH_Social: Delivery as important as policy in era where corporate voice can be captured through tech and spread w/out context #Custserv LovelyLu A3 Customers disagree because of misconceptions. But their perception is their reality. We must remember that. #Custserv Hyken A3: Misunderstandings happen. That's life. Its how we respond that "fixes" the situation. Empathize, educate and solve. #custserv MarshaCollier @meganberry You make it personal - good strategy #custserv AlHopper_ A3 Sure they do. But together we can find a fair solution. Transparency is key to winning that one #custserv milguy23 .@MarshaCollier Someone shld try putting customer 1st. Before biz. Before brand. Before boss. Rule: C goes before B in biz. #custserv w lol complexified #custserv A2: first, acknowledge that you heard & understood them. Then respond respectfully with correct info to shift them. BH_Social @ImMarkBernhardt amazing how much time in call centers wasted responding to Internet rumors/opinion #Custserv CustServGreeter RT @Hyken: A3: Misunderstandings happen. That's life. Its how we respond that "fixes" the situation. Empathize, educate and solve. #custserv ImMarkBernhardt Q3: Do customers sometimes disagree with something you know to be true about your product/service? #custserv | A: Sometimes, the est. time. Ramon_DeLeon A3: Always, mostly because they were never informed or something changed & they didnt know #custserv mpace101 Pro tip: Customers are actually people in disguise #custserv MariageLLaguno RT @Hyken: A3: Misunderstandings happen. That's life. Its how we respond that "fixes" the situation. Empathize, educate and solve. #custserv meganberry @MarshaCollier thanks! As always, easier said than done :p #custserv ImMarkBernhardt @BH_Social Oh, I would believe it. #custserv MarkOrlan RT @mpace101: Pro tip: Customers are actually people in disguise #custserv meganberry WHAT?! :p RT @mpace101: Pro tip: Customers are actually people in disguise #custserv zacharyjeans A3: 'Haters gonna hate' is some people's mission in life. Kill them... with kindness. #custserv prosperitygal RT @LovelyLu: A3 Customers disagree because of misconceptions. But their perception is their reality. We must remember that. #Custserv Hyken POW! RT @mpace101: Pro tip: Customers are actually people in disguise #custserv eisconsulting A3 Inquire regarding the source of the wrong information. Make sure they aren't highlighting an unknown leak. #custserv

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AlHopper_

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@ImMarkBernhardt Absolutely. We have to work with and for the Customer we are speaking with before anything else can be done #custserv lttlewys RT @ramon_deleon: A3: Always, mostly because they were never informed or something changed & they didnt know #custserv CustServGreeter RT @mpace101: Pro tip: Customers are actually people in disguise #custserv BH_Social In #social, calm response to false perception can strengthen brand rep as advocates join cause/spread real facts #Custserv AshliMazer RT @Hyken: A3: Misunderstandings happen. That's life. Its how we respond that "fixes" the situation. Empathize, educate and solve. #custserv Ramon_DeLeon Ever notice it is easier 2 define a FRIEND than a Customer-take away treat customers like friends #custserv MarshaCollier Good strategy--> RT @zacharyjeans: A3: 'Haters gonna hate' is some people's mission in life. Kill them... with kindness. #custserv Hyken RT @LovelyLu: A3 Customers disagree because of misconceptions. But their perception is their reality. We must remember that. #custserv milguy23 @MarshaCollier Customers are people. That could be the first problem. They have opinions and personalities. But they buy = #custserv CustServGreeter @Hyken Batman is back! :) Hi, Shep! #custserv zahkiasays A3: Of course. Everyone gets misinformation, but I think most customers are fine with being corrected if you do it respectfully. #custserv TeacherMomOfTw Well said! RT @lovelylu: Customers disagree because of o misconceptions but their perception is their reality. We must remember that #Custserv eisconsulting A3 Never address a customer in a way you wouldn't want to be addressed. Respect given and earned. #custserv AlHopper_ +1 RT @BH_Social: In #social, calm response to false perception can strengthen brand rep as advocates join cause/spread real facts #custserv Ramon_DeLeon RT @CustServGreeter: @Ramon_DeLeon Hi, Ramon! Welcome back. #custserv - Thanks, it's always my Fav chat SJAbbott Yes. So are your employees. Human connections are awesome. RT @mpace101: Pro tip: Customers are actually people in disguise #custserv TheCEInstitute A3: Customers disagreements are suggestions in disguise. Positive responses to these can go a long way. #custserv Toby_Metcalf A2 provide the correct info and ensure the customer is satisfied. Realign expectations if needed. #custserv Toby_Metcalf RT @LovelyLu: A2 Deliver the right information in a way that doesn't make them feel demeaned or defensive. #Custserv EIinspired RT @eisconsulting: A1 The customer's voice should never fall on deaf ears. #custserv MarshaCollier @milguy23 That's the "problem" we are all people - sometimes CSRs even get offended! #custserv ImMarkBernhardt @AlHopper_ Before I rain fire on the misinformer, I have to light a fire under myself. Set it right, then circle back for next. #custserv

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CustServGreeter

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RT @Toby_Metcalf: A2 provide the correct info and ensure the customer is satisfied. Realign expectations if needed. #custserv complexified #custserv A3: customers do sometimes dispute the facts you present. Challenge is to help them shift perception, understanding, expectation Hyken @CustServGreeter Good evening, sir. I've been waiting for your comment about that! #custserv micahsolomon Delicious food,thx Carlos and Caitlin,and congrats on your remodel, @mortons Bethesda.Yr an asset to the neighborhood #hospitality #custserv Theremina RT @meganberry: WHAT?! :p RT @mpace101: Pro tip: Customers are actually people in disguise #custserv CustServGreeter @Toby_Metcalf Hi, Toby! Glad you could stop by. #custserv MarshaCollier YEP--> RT @TheCEInstitute: A3: Customers disagreements are suggestions in disguise. Positive responses to these can go a long way. #custserv LovelyLu @TeacherMomOfTwo Thank you :-) #Custserv Hyken GREAT! RT @TheCEInstitute: A3: Customers disagreements are suggestions in disguise. Positive responses to these can go a long way. #custserv CustServGreeter Bingo! RT @eisconsulting: A1 The customer's voice should never fall on deaf ears. #custserv MarshaCollier @Hyken hahahah we think alike! #custserv jessicamalnik Word! RT @eisconsulting: A3 Never address a customer in a way you wouldn't want to be addressed. Respect given and earned. #custserv MarshaCollier @CustServGreeter say what??? #custserv LindsayFultz I know of brands (banks) that have reached out to neg tweets & offered credit of overdrafts etc if they give shout out of #custserv #rbchat BH_Social Clarity of middle ground on a misconception key. Helps bring cust closer to brand fact, demonstrates transparency #Custserv Toby_Metcalf RT @KarenLocker: discuss it with them and try to clarify #custserv lttlewys RT @custservgreeter: Bingo! RT @eisconsulting: A1 The customer's voice should never fall on deaf ears. #custserv Hyken I resemble that remark. RT @MarshaCollier: @Hyken hahahah we think alike! #custserv AlHopper_ @ImMarkBernhardt Sometimes it's just more fun to be the weather man ;0) #custserv MarshaCollier @eisconsulting @jessicamalnik #custserv is born from mutual respect saquiresearch RT @Hyken: RT @AshliMazer: A1 - It means... It may not be our fault but it is our problem. #custserv ImMarkBernhardt Darn! I was one square away RT @CustServGreeter: Bingo! RT @eisconsulting: A1 The customer's voice should never fall on deaf ears. #custserv OrionITSM If you feel the need to answer "yes" to every client request learn to say, "Yes, but..." & use opportunity to teach #CustServ MarshaCollier RT @Hyken: I resemble that remark. RT @MarshaCollier: @Hyken hahahah we think alike! #custserv CustServGreeter @KarenLocker Hi, Karen! Good to see you. #custserv eisconsulting \\u201c@TheCEInstitute: A3: Customers disagreements are suggestions in disguise. Positive responses to these can go a long

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way. #custserv\\u201d ~ LOVE! GregOrtbach Q4: What is one thing you *never* do with a customer who is confused or incorrect? #custserv CustServGreeter RT @GregOrtbach: Q4: What is one thing you *never* do with a customer who is confused or incorrect? #custserv wbendle RT @GregOrtbach: Q4: What is one thing you *never* do with a customer who is confused or incorrect? #CustServ jessicamalnik Bingo! :) RT @MarshaCollier: @eisconsulting @jessicamalnik #custserv is born from mutual respect zacharyjeans A3: Explore the 'problem place' w/ the customer. Let them lead, but guide by pointing out landmarks of truth on the trail. #CustServ Ramon_DeLeon RT @GregOrtbach: Q4: What is one thing you *never* do with a customer who is confused or incorrect? #custserv AlHopper_ @LindsayFultz I'd hope they weren't offering the refund as a bribe? #custserv eisconsulting \\u201c@MarshaCollier: @eisconsulting @jessicamalnik #custserv is born from mutual respect\\u201d ~ Everything fails w/o it meganberry @GregOrtbach A4: talk down to them #custserv AlHopper_ RT @GregOrtbach: Q4: What is one thing you *never* do with a customer who is confused or incorrect? #custserv Hyken RT @GregOrtbach: Q4: What is one thing you *never* do with a customer who is confused or incorrect? #custserv MarshaCollier RT @GregOrtbach: Q4: What is one thing you *never* do with a customer who is confused or incorrect? #custserv Toby_Metcalf @Hyken @TheCEInstitute some who "complain" the loudest care the most. #custserv eisconsulting RT @GregOrtbach: Q4: What is one thing you *never* do with a customer who is confused or incorrect? #custserv MarkOrlan A4: Never talk down to a confused/incorrect customer. Treat them all with respect. #custserv complexified Right: RT @CustServGreeter Bingo! RT @eisconsulting: A1 The customer's voice should never fall on deaf ears. #custserv alizardx RT @meganberry: WHAT?! :p RT @mpace101: Pro tip: Customers are actually people in disguise #custserv AlHopper_ A4 Belittle Berate or Be rude #custserv CustServGreeter RT @Toby_Metcalf: @Hyken @TheCEInstitute some who "complain" the loudest care the most. #custserv LovelyLu A4 You never talk in a condescending manner. Never disrespect or come right out and tell them they are wrong. #Custserv TheCEInstitute RT @GregOrtbach: Q4: What is one thing you *never* do with a customer who is confused or incorrect? #custserv ImMarkBernhardt @AlHopper_ ... and to have a sunny disposition. #custserv LovelyLu A4 -Sorry that was 3 lol #Custserv Hyken A4: Don't argue. Someone once said: You aren't trying to win a fight. You're trying to win the customer! #custserv wbendle A4: Anything that could further add to their confusion #CustServ Ramon_DeLeon A4: Never let a customer order so they can fail in getting what they want #custserv lttlewys RT @alhopper_: A4 Belittle Berate or Be rude #custserv AshliMazer A3 - If a customer provides U feedback it means they CARE. #Brands

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should b afraid of unhappy customers that don't share info #custserv Toby_Metcalf RT @LovelyLu: A4 You never talk in a condescending manner. Never disrespect or come right out and tell them they are wrong. #Custserv Hyken RT @LovelyLu: A4 You never talk in a condescending manner. Never disrespect or come right out and tell them they are wrong. #custserv CustServGreeter @wbendle Hi, Bradley - Glad to have you in the chat. #custserv TheCEInstitute A4: Do nothing to help clear confusion, or erase misconceptions. Inactivity is the most dangerous form of #custserv MarshaCollier I think he's *got* it---> RT @alhopper_: A4 Belittle Berate or Be rude #custserv zahkiasays A4: Scream. :P Or say "you". Pointing the finger is awful. Customers feel a wall built up. #custserv susiedragonfly #custserv Asking a customer what they need to make them happy, allows for quick resolution. This includes making exception to co. policy. wbendle A4: Never belittle them #CustServ meganberry @Hyken @LovelyLu yes! #custserv eisconsulting A4 Never disrespect, embarrass, disengage or demean a customer. Learn how to diffuse a situation professionally & w/ courtesy. #custserv SJAbbott A4 Laugh out loud; Sigh; Walk away from them; Snap. Gotta work through it, at least to agree-to-disagree and move on. #custserv AlHopper_ 's Ok, I did the same thing ;0) part of over delivering... RT @LovelyLu: A4 -Sorry that was 3 lol #custserv TheCEInstitute RT @Hyken: A4: Don't argue. Someone once said: You aren't trying to win a fight. You're trying to win the customer! #custserv Ramon_DeLeon A4: Never let a customer be wrong just 2 prove you were right! #custserv jessicamalnik @GregOrtbach Q4: The worst thing you could do is ignore them. Spend the extra minute and try to make things right. #custserv BH_Social A4 An incorrect customer is never rebuffed, only educated thru clarification. Error may very well originate w/brand #Custserv ImMarkBernhardt Q4: What is one thing you *never* do with a customer who is confused or incorrect? #custserv | A: Never disrespect, even if belligerent. MarkOrlan @MarshaCollier by George he's got it. #custserv wbendle RT @CustServGreeter: @wbendle Hi, Bradley - Glad to have you in the chat. - Great to be back... #CustServ OrionITSM A4: Never be dismissive. Ever. #CustServ CustServGreeter RT @OrionITSM: A4: Never be dismissive. Ever. #CustServ MarshaCollier @MarkOrlan Thanks for getting in on it with me LOL #Custserv AlHopper_ TY *Blushes* RT @MarshaCollier: I think hes *got* it---> RT @alhopper_: A4 Belittle Berate or Be rude #custserv zacharyjeans A4: You aren't trying to win a fight. You're trying to win the customer! #custserv @Hyken eisconsulting A4 It's not a fight. Don't approach it w/ the mindset of "winning". Think more along the lines of solving. #custserv complexified #custserv a4: try not to confront them, or say they are "wrong." Rather, offer information, suggest they may be unaware etc. milguy23 @MarshaCollier CSR's have toughest job. Must be nice / gracious

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2013-04-10 1:30 am

under high stress. Biz takes for granted. Respect #custserv staff:) OrionITSM RT @Hyken: A4: Don't argue. Someone once said: You aren't trying to win a fight. You're trying to win the customer! #custserv LindsayFultz @AlHopper_ I wasn't on the receiving end of these credits - always dealt w/that offline but I heard it was credit for shout #custserv Ramon_DeLeon Just learned that after 60 minutes on hold Skype will disconnect the call -- Major Airline #custserv zacharyjeans A4: You aren't trying to win a fight. You're trying to win the customer! #custserv via @Hyken MarshaCollier @milguy23 Sometimes that is very hard, but must be done #custserv lttlewys RT @zacharyjeans: A4: You aren't trying to win a fight. You're trying to win the customer! #custserv @Hyken LovelyLu A4 Never stop smiling. You can't let them get to you. #Custserv MarkOrlan @MarshaCollier my camp play was My Fair Lady...I still remember most of the lines :) #Custserv complexified RT @Hyken A4: Don't argue. Someone once said: You aren't trying to win a fight. You're trying to win the customer! #custserv MardeMir Act with integrity & you'll be able to maintain poise and self-respect regardless of the outcome RT@pcarlaw #custserv http://t.co/IMT3qeq6VR eisconsulting A4 Know how to inform w/o patronizing. No one likes to feel as if you are talking down to them. #custserv AshliMazer A4 - Never argue. Challenge yourself to turn the situation around. #custserv wbendle A4: Never take that as an opportunity to show yourself how ____ you are (insert: smart, clever, witty, etc.) #CustServ Hyken A4: The customer is not always right, but they are always the customer, so let them be wrong w/ dignity! #custserv mpace101 A4: Tell them they are "so dumb, when they had a brainstorm, it just drizzled" then say "boo-yah" #whatnottodo #custserv CustServGreeter RT @wbendle: A4: Never take that as an opportunity to show yourself how ____ you are (insert: smart, clever, witty, etc.) #CustServ MJohnsonLoyalty Best Practices in Service Awards http://t.co/hZIEJL6AHB #custserv #mgmt #mktg zahkiasays @SJAbbott I've used "We can part as friends if we don't agree" then they don't want to part! #custserv Ramon_DeLeon +1 RT @AshliMazer: A4 - Never argue. Challenge yourself to turn the situation around. #custserv AshliMazer A4 - Look for non-verbal clues that can assist your #customerservice approach. #custserv CustServGreeter HALFTIME!! Please hoist your favorite beverage! #Zappos! #custserv wbendle RT @Hyken: A4: The customer is not always right, but they are always the customer, so let them be wrong w/ dignity! #CustServ SteveGutzler RT @KateNasser: Strive to be excellent -- not right. ~Kate Nasser #peopleskills #custserv #callcenter #contactcenter #servicedesk MarshaCollier Inna nutshell--> RT @Hyken The customer is not always right, but they are always the customer, so let them be wrong w/ dignity! #custserv AshliMazer RT @Hyken: A4: The customer is not always right, but they are always the customer, so let them be wrong w/ dignity! #custserv

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GregOrtbach

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RT @CustServGreeter: HALFTIME!! Please hoist your favorite beverage! #Zappos! #custserv . MarshaCollier coffee here! RT @CustServGreeter: HALFTIME!! Please hoist your favorite beverage! #Zappos! #custserv AlHopper_ #Coffee around! Cheers! RT @CustServGreeter: HALFTIME!! Please hoist your favorite beverage! #Zappos! #custserv courtneysato #CustServ Strategy for a Disruptive World | Download your copy: \\u00a0http://t.co/S0gq5l7SS1 via @ConstellationRG @eherrell #custexp #CRM zahkiasays @mpace101 I knew I was doing something wrong! #custserv BH_Social Should never try to sell/upswell during a #custserv situation. Fix original purchase, not start a new one #Custserv milguy23 @MarshaCollier Not sure VP Marketing or VP Sales give CSR's the respect they should get. CSR = sales #custserv eisconsulting RT @CustServGreeter: HALFTIME!! Please hoist your favorite beverage! #Zappos! #custserv wbendle RT @GregOrtbach: RT @CustServGreeter: HALFTIME!! Please hoist your favorite beverage! #Zappos! #custserv . - Ice Cold H2O #CustServ SJAbbott @zahkiasays Yes. At some point they are no longer a customer. Tough call. #custserv MarshaCollier Q5: If an ad has stated something incorrect (e.g., price) do you assume responsibility? #custserv meganberry @CustServGreeter got some tea with me! #custserv MarkOrlan OMG...halftime already? Phew, I need to change my contacts...they've dried out from all the concentration. #custserv Jerry_DurhamPT \\u201c@Hyken: A4: The customer is not always right, but they are always the customer, so let them be wrong w/ dignity! #custserv\\u201d #solvePT ImMarkBernhardt Cheers! [sip] RT @CustServGreeter: HALFTIME!! Please hoist your favorite beverage! #Zappos! #custserv MarshaCollier @MelissaOnline Thank you for the #custserv RT CustServGreeter Maine spring water. Mm-mm. #custserv AlHopper_ RT @MarshaCollier: Q5: If an ad has stated something incorrect (e.g., price) do you assume responsibility? #custserv wbendle RT @MarshaCollier: Q5: If an ad has stated something incorrect (e.g., price) do you assume responsibility? #CustServ GregOrtbach RT @MarshaCollier: Q5: If an ad has stated something incorrect (e.g., price) do you assume responsibility? #custserv . LovelyLu Seltzer - cheers! RT @CustServGreeter: HALFTIME!! Please hoist your favorite beverage! #Zappos! - Ice Cold H2O #Custserv MelissaOnline I'm *lurking* :) RT @MarshaCollier: @MelissaOnline Thank you for the #custserv RT CustServGreeter RT @MarshaCollier: Q5: If an ad has stated something incorrect (e.g., price) do you assume responsibility? #custserv meganberry RT @Hyken: A4: The customer is not always right, but they are always the customer, so let them be wrong w/ dignity! #custserv wbendle A5: unequivocally without hesitation. #CustServ BH_Social A5 You follow the ad within reason until you can fix sec of problem (3rd party/media) #Custserv

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TheCEInstitute

2013-04-10 1:34 am

RT @MarshaCollier: Q5: If an ad has stated something incorrect (e.g., price) do you assume responsibility? #custserv CustServGreeter @MelissaOnline We welcome lurkers. :) @MarshaCollier #custserv AshliMazer A5 - One word answer... Absolutely. #custserv Hyken RT @MarshaCollier: Q5: If an ad has stated something incorrect (e.g., price) do you assume responsibility? #custserv flavmartins 3 Ways to Guarantee Customer Service Failure http://t.co/U9Fso8m0u5n #custserv #custexp flavmartins Cost Cutting at Work. A Penny Saved Is...Not Much. http://t.co/rqy6Gp5CAXn #custserv #custexp Ramon_DeLeon RT @MarshaCollier: Q5: If an ad has stated something incorrect (e.g., price) do you assume responsibility? #custserv bsdalton Hey gang! #custserv AlHopper_ A5 Wouldn't you have to? That's why you need to find out where the misprint was so it can be changed ASAP if not before? #custserv Ramon_DeLeon RT @BH_Social: A5 You follow the ad within reason until you can fix sec of problem (3rd party/media) ; Good Answer #custserv TheCEInstitute A5: Yes, you always assume responsibility for your words. You've established expectations, fulfill them. #custserv MarshaCollier A5: As a buiness owner, it is MY job to proof any ad that goes out.. Of course I would take responsibility #custserv GregOrtbach A5: Yes -you have to. The path to #custserv starts with not 'having' to be "right". CustServGreeter Hiya, Barry! RT @bsdalton: Hey gang! #custserv MarkOrlan A5: it's a gift to the customer to take responsibility for a brand's mis-print/error. #custserv ImMarkBernhardt Q5: If an ad stated something incorrect (e.g., price) do you assume responsibility? #custserv | A: In our case, a proposal. And we proof. Ramon_DeLeon A5: Many times Yes until you can fix the error- not the customers fault #custserv coffeers RT @AlHopper_: #Coffee around! Cheers! RT @CustServGreeter: HALFTIME!! Please hoist your favorite beverage! #Zappos! #custserv wbendle A5 - That ad might be the ONLY reason you're seeing them in the first place - do the right thing and hope to see them again! #CustServ meganberry @MarshaCollier 100% yes. (unless it would put us out of business in one shot) #custserv bsdalton @MelissaOnline I'm in a lurking kind of mood tonight too #custserv zahkiasays A5: Of course, you have no choice not to do so. But you'd better march down to advertising and resolve that issue right after. #custserv MarshaCollier @bsdalton @MelissaOnline Love the #custserv lurkers mpace101 Q5; hate to say this, but depends on the advertisement & impact #custserv Ramon_DeLeon A5: Proofreading is one of the toughest Jobs in the world but someone has 2B responsible #custserv DianeTweeting +1 \\u201c@TheCEInstitute: A5: Yes, you always assume responsibility for your words. You've established expectations, fulfill them. #custserv\\u201d milguy23 @MarshaCollier Used to be in newspapers - fine print *Errors*. Seems if price or xyz wrong that's executive decision beyond CSR? #custserv

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SJAbbott eisconsulting AlHopper_ Hyken MarkOrlan MarshaCollier eisconsulting kr8tr

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MelissaOnline RebelBrown GregOrtbach CustServGreeter CustServGreeter MarshaCollier wbendle LovelyLu MarshaCollier milguy23 wbendle zacharyjeans AlHopper_ Hyken MarkOrlan Ramon_DeLeon eisconsulting CustServGreeter

A5 Yes, but not if it will collapse the company or create extreme hardship. Some common sense must prevail. #custserv RT @Hyken: RT @MarshaCollier: Q5: If an ad has stated something incorrect (e.g., price) do you assume responsibility? #custserv That's how I see it also RT @Ramon_DeLeon: A5: Many times Yes until you can fix the error- not the customers fault #custserv RT @MarkOrlan: A5: its a gift to the customer to take responsibility for a brands mis-print/error. #custserv Hey, call that @bsdalton guy out from behind the curtain. #custserv @OrionITSM If a published ad for your service had the wrong price, would you stand by it? #custserv A5 Yes! It's the only option. To serve you have to be willing to acknowledge your faults and mistakes. #custserv \\u201c@MarshaCollier: @bsdalton @MelissaOnline Love the #custserv lurkers\\u201d <- I am lurking tonight. Will be back in a few weeks :) Awww shucks ;) RT @MarshaCollier: @bsdalton @MelissaOnline Love the #custserv lurkers Well Said! -> RT @Hyken The customer is not always right, but they are always the customer, so let them be wrong w/ dignity! #custserv Q6: Do you have any disclaimers about incorrect ads or information? #custserv Are you sure??? :) RT @MarkOrlan: Hey, call that @bsdalton guy out from behind the curtain. #custserv RT @GregOrtbach: Q6: Do you have any disclaimers about incorrect ads or information? #custserv @kr8tr Good to see your smile pop up #custserv RT @MarshaCollier: @OrionITSM If a published ad for your service had the wrong price, would you stand by it? #CustServ A5 We always take responsibility. The money lost is gained in a saved customer. #Custserv RT @GregOrtbach: Q6: Do you have any disclaimers about incorrect ads or information? #custserv @MarshaCollier A5: Depends on decision-maker - CSR or some bozo at the top. #custserv RT @GregOrtbach: Q6: Do you have any disclaimers about incorrect ads or information? #CustServ I am hoisting a @Widmer_Brothers 'Green & Gold' Kolsch Style Ale! #Custserv http://t.co/EuohC2PjTd RT @GregOrtbach: Q6: Do you have any disclaimers about incorrect ads or information? #custserv RT @GregOrtbach: Q6: Do you have any disclaimers about incorrect ads or information? #custserv @CustServGreeter mmmm, maybe not. Perhaps best to let the lurkers lurk. #custserv RT @GregOrtbach: Q6: Do you have any disclaimers about incorrect ads or information? - Yes but no one reads them 2small #custserv A5 A MAJOR part of the #custserv relationship is trust. They trust you to be integral. You'll ruin the relationship if not. @kr8tr Greetings - Noce to see you! #custserv

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MelissaOnline

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2013-04-10 1:38 am

RT @MarshaCollier: A5: As a buiness owner, it is MY job to proof any ad that goes out.. Of course I would take responsibility #custserv GregOrtbach A6: The fine print\\u2026 If this ad misrepresents the company in any way, shape, or form, it's our bad. We'll be happy to honour it. #custserv eisconsulting RT @GregOrtbach: Q6: Do you have any disclaimers about incorrect ads or information? #custserv complexified White chocolate flavor seltzer. Natural, no calories. RT @CustServGreeter HALFTIME!! Please hoist your favorite beverage! #custserv bsdalton A5: c'mon. The lawyers must have some fine print in there somewhere to save the poor copywriter #custserv milguy23 RT @GregOrtbach: Q6: Do you have any disclaimers about incorrect ads or information? #custserv CustServGreeter @RebelBrown Hi, Rebel!! #custserv TheCEInstitute RT @GregOrtbach: Q6: Do you have any disclaimers about incorrect ads or information? #custserv MarshaCollier A6; this businessperson takes full responsibility for what she approves. I respect the customer and stand by my words #custserv AlHopper_ A6 That would be found in the Customer Service Agreement that no one reads but everyone signs, right? #custserv BH_Social A6 Standard disclaimer allowing for error resolution provides transparency, instills accountability #Custserv AshliMazer RT @MarkOrlan: A5: its a gift to the customer to take responsibility for a brands mis-print/error. #custserv ImMarkBernhardt Q6: Do you have any disclaimers about incorrect ads or information? #custserv | A: No, but we reserve right to change orders, for more work. MarshaCollier you bet--> RT @AlHopper_: A6 That would be found in the Customer Service Agreement that no one reads but everyone signs, right? #custserv CustServGreeter @zacharyjeans Very nice. @Widmer_Brothers #custserv bsdalton RT @mpace101: Q5; hate to say this, but depends on the advertisement & impact #custserv >that's reality GregOrtbach @Ramon_DeLeon Thank-you sir! I've never been retweeted from Deutschland #custserv TheCEInstitute A6: You shouldn't need them. Misprints/Errors show a lack of passion, and a willingness to lead customers on. #custserv MarshaCollier @MarkOrlan A gift? Not a responsibility? #custserv MarkOrlan A6: disclaimers should always be on a website in size 1 font...right? #custserv Hyken A6: Disclaimers are what can protect the company. Right or wrong, it may be necessary. #custserv wbendle A6: I've attempted to read some of those mouse-font disclaimers... doesn't make me feel very special as a customer #CustServ OrionITSM Thanks, @MarshaCollier!! A5: Yes. Short and sweet. (Of course the ad would be corrected ASAP with an explanation as to why) #CustServ eisconsulting A6 Disclaimers often make customers leery, as if you have something to hide or are trying to "get over". Be careful. #custserv

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_bradmerrill

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RT @Hyken: A6: Disclaimers are what can protect the company. Right or wrong, it may be necessary. #custserv complexified #custserv A5: there are limits to what can be done. But to the extent possible, yes, assume responsibility & make it right. AlHopper_ Resolution's key RT @BH_Social:A6 Standard disclaimer allowing for error resolution provides transparency, instills accountability #custserv MarkOrlan @MarshaCollier ok, let's split hairs over it, Marsha. #custserv mpace101 I'm sorry party people but I have to boogie a bit early - good discussion happening here ----> #custserv _bradmerrill RT @Hyken: RT @MarkOrlan: A5: its a gift to the customer to take responsibility for a brands mis-print/error. #custserv MarshaCollier @OrionITSM ...and if the customer insisted on the stated (wrong) price? #custserv zacharyjeans A6: Disclaimers are the nuclear option in a customer relationship. #custserv BH_Social The main thing is not if you honor error but how you publicly fix the error to what it should be/say. #Custserv bsdalton @MarkOrlan :) oh ok #custserv MarshaCollier Yes! RT @eisconsulting: A6 Disclaimers often make customers leery, as if you have something to hide or are trying to "get over" #custserv MarshaCollier @mpace101 Glad you could stop by! #custserv AlHopper_ Have a safe one RT @mpace101: Im sorry party people but I have to boogie a bit early - good discussion happening here ----> #custserv CustServGreeter What are "hairs"?? :) RT @MarkOrlan: @MarshaCollier ok, let's split hairs over it, Marsha. #custserv zacharyjeans RT @MarshaCollier: @mpace101 Glad you could stop by! #custserv andrew_spaceage RT @Hyken: A4: Don't argue. Someone once said: You aren't trying to win a fight. You're trying to win the customer! #custserv Hyken RT @BH_Social: The main thing is not if you honor error but how you publicly fix the error to what it should be/say. #custserv GregOrtbach @wbendle @Hyken @AlHopper_ Big #custserv thanks to for the Q RT's MarkOrlan @CustServGreeter sorry Roy, nothing personal. #custserv MarshaCollier @CustServGreeter @MarkOrlan spit or split? #custserv bsdalton @CustServGreeter hey now! #custserv MarkOrlan @MarshaCollier that's so bad. #custserv MarshaCollier Q7: Do you have a limit (financial or other) for handling customers' erroneous assumptions or information? #custserv GregOrtbach RT @MarshaCollier: Q7: Do you have a limit (financial or other) for handling customers' erroneous assumptions or information? #custserv . elizonthego Stopping in late. Apologize. Will follow stream to catch up. Hello everyone! #custserv CustServGreeter @mpace101 Thanks for coming by see you soon! #custserv BH_Social Have to instill confidence in public it was an honest error and not a bait&switch or sellers remorse #Custserv MarshaCollier No, we don't sell tires, thanks anyway. #custserv AshliMazer A6 - Disclaimers are sometimes necessary. Just please make sure they are short, sweet & to the point. Ur cust. will thank u! #custserv wbendle RT @CustServGreeter What are "hairs"?? :) RT @MarkOrlan:

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@MarshaCollier ok, let's split hairs over it, Marsha. - LAUGHING! #CustServ CustServGreeter RT @MarshaCollier: Q7: Do you have a limit (financial or other) for handling customers' erroneous assumptions or information? #custserv Hyken RT @MarshaCollier: Q7: Do you have a limit (financial or other) for handling customers erroneous assumptions or information? #custserv eisconsulting RT @MarshaCollier: Q7: Do you have a limit (financial or other) for handling customers' erroneous assumptions or information? #custserv AlHopper_ LOLs & spilt coffee RT @CustServGreeter What are "hairs"?? :) RT @MarkOrlan: @MarshaCollier ok, let's split hairs over it, Marsha. #custserv MarshaCollier @elizonthego Good to see you #custserv wbendle RT @MarshaCollier: Q7: Do you have a limit (financial or other) for handling customers erroneous assumptions or information? #CustServ TheCEInstitute RT @MarshaCollier: Q7: Do you have a limit (financial or other) for handling customers' erroneous assumptions or information? #custserv AlHopper_ RT @MarshaCollier: Q7: Do you have a limit (financial or other) for handling customers erroneous assumptions or information? #custserv ImMarkBernhardt How 'bout toasters? RT @MarshaCollier: No, we don't sell tires, thanks anyway. #custserv MarkOrlan I need a drink. #custserv MarshaCollier A7: Guilty of trying to assuage all customers #custserv milguy23 @MarshaCollier Depends on how many zeros $000,000.00 were missing from the ad. #custserv And how big the company. Realistic. MarshaCollier @milguy23 Good point! #custserv complexified #custserv A6: My last Fed agcy, on Subst Abuse & Mental Hlth, had disclaimers. Much at stake for potential errors. OrionITSM @MarshaCollier you honor the price for the current need/service. Explain the situation. reset at the end of term. #CustServ #transparency CustServGreeter @elizonthego You are welcome, no matter when. :) #custserv LovelyLu A7 There's a limit without authorization, and then they need to get permission. #Custserv AshliMazer A7 - Our company has implemented #empowerment into training. We will not punish u 4 making a decision to fix a situation. #custserv zacharyjeans A6: If we go to the 'legalese'~ they're falling back on the pre-nupt & we're headed for divorce. #custserv ImMarkBernhardt Q7: Do you have a limit ... for handling customers erroneous assumptions or info? #custserv | A: Keep the cust, unless would lose the biz. elizonthego @marshacollier Thanks, great to see you. Glad to stop in for the last 20 minutes. #custserv bsdalton A6: weasel words? Surely no company hides behind THAT curtain...right #custserv CustServGreeter What would Judge Judy say? RT @MarshaCollier: A7: Guilty of trying to assuage all customers #custserv

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zahkiasays BH_Social AlHopper_ MarkOrlan

2013-04-10 1:43 am 2013-04-10 1:43 am 2013-04-10 1:43 am 2013-04-10 1:43 am 2013-04-10 1:43 am 2013-04-10 1:44 am 2013-04-10 1:44 am 2013-04-10 1:44 am 2013-04-10 1:44 am 2013-04-10 1:44 am 2013-04-10 1:44 am 2013-04-10 1:44 am 2013-04-10 1:44 am 2013-04-10 1:44 am

bsdalton MarshaCollier elizonthego milguy23 eisconsulting bsdalton complexified GregOrtbach MarshaCollier MarshaCollier CustServGreeter zacharyjeans wbendle Hyken

2013-04-10 1:44 am 2013-04-10 1:44 am 2013-04-10 1:44 am 2013-04-10 1:44 am 2013-04-10 1:44 am 2013-04-10 1:44 am 2013-04-10 1:45 am 2013-04-10 1:45 am

milguy23 Ramon_DeLeon TheCEInstitute Hyken AlHopper_ eisconsulting bsdalton zacharyjeans

A7: No. There's no limit that fits everyone. Some people need extra finessing, but they'll come around. #custserv I'm a bigger fan of percentage points than solid caps at cust resolution. Avoids budget chaos & easier ROI #Custserv A7 There has to be a limit else your giving away the shop. BUT there has to be fairness to all parties #custserv @AshliMazer #empowerment is a good thing. People need to be given the tools and authority to do what's right for the customer. #custserv @mpace101 cheers #custserv @zahkiasays Finessing goes a long way - and takes a talented CSR ;) good point! #custserv Thanks for you late person's grace. RT @custservgreeter: @elizonthego You are welcome, no matter when. :) #custserv @MarshaCollier Q7: In my mind the limit is *No dumb questions - no idiots, no mean ppl* then shut off my mind and do #custserv. Reality A4 Never take your frustrations out on the customer. #custserv #lateresponse RT @zacharyjeans: A6: Disclaimers are the nuclear option in a customer relationship. #custserv < #quotable #custserv A7: almost always limits, stated, implied, or otherwise. Q8: Have you lost a customer (or more) who was convinced they were correct and you were wrong? #custserv @complexified You do have to set some limits, right #custserv RT @GregOrtbach: Q8: Have you lost a customer (or more) who was convinced they were correct and you were wrong? #custserv RT @GregOrtbach: Q8: Have you lost a customer (or more) who was convinced they were correct and you were wrong? #custserv I came 'this close' to meeting the esteemable @elizonthego yesterday w/ @ideabloke. c @custservgreeter #custserv RT @GregOrtbach: Q8: Have you lost a customer (or more) who was convinced they were correct and you were wrong? #CustServ RT @AshliMazer #empowerment is a good thing. People need to be given the tools & authority to do whats right for the customer. #custserv @MarshaCollier Limits on #custserv. It can be a crapshoot. But some of my best sales (leads) have come from worst customers. RT @GregOrtbach: Q8: Have you lost a customer (or more) who was convinced they were correct and you were wrong? #custserv A7: There has to be a realistic limit. But we should always strive to shatter expectations. #custserv RT @GregOrtbach: Q8: Have you lost a customer (or more) who was convinced they were correct and you were wrong? #custserv RT @GregOrtbach: Q8: Have you lost a customer (or more) who was convinced they were correct and you were wrong? #custserv RT @GregOrtbach: Q8: Have you lost a customer (or more) who was convinced they were correct and you were wrong? #custserv A7: case by case #custserv Disclaimers are the 'pre-nupt' in a divorce hearing of Customer & Brand. #custserv c @bsdalton

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Ramon_DeLeon TheCEInstitute elizonthego

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CustServGreeter zacharyjeans BH_Social MarkOrlan zahkiasays elizonthego

2013-04-10 1:46 am 2013-04-10 1:46 am 2013-04-10 1:46 am 2013-04-10 1:46 am 2013-04-10 1:46 am 2013-04-10 1:46 am 2013-04-10 1:46 am 2013-04-10 1:46 am 2013-04-10 1:46 am 2013-04-10 1:46 am

Ramon_DeLeon AlHopper_ eisconsulting MarshaCollier bsdalton AshliMazer wbendle SJAbbott AshliMazer elizonthego

2013-04-10 1:46 am

Hyken

2013-04-10 1:47 am 2013-04-10 1:47 am

MarshaCollier elizonthego

2013-04-10 1:47 am

AlHopper_

2013-04-10 1:47 am

MarkOrlan

A8: Yes, many times we never find out though. #custserv RT @GregOrtbach: Q8: Have you lost a customer (or more) who was convinced they were correct and you were wrong? #custserv Bottom line is that customer can't run UR business based on their perceptions. U can embrace & keep them & have systems in place. #custserv @zacharyjeans Brush with greatness\\u2026 @elizonthego @ideabloke #custserv RT @bsdalton: A7: case by case #custserv A8 A customer lost due to polarities in belief only illustrates failed branding, policy disclosure and #Custserv A8: probably a major reason for losing a customer...disagreement over who's right / who's wrong. Egos can get in the way. #custserv @AshliMazer That sounds 100% reasonable and awesome at the same time. #custserv Yes, very costly. RT @gregortbach: Q8: Have you lost a customer (or more) who was convinced they were correct and you were wrong? #custserv A8: There are ppl who dont order Dominos b/c they think the founder still owns the company #custserv A8 IMHO, if you haven't, you haven't been in business long enough. There are those that try to stretch the relationship 2 far #custserv A8 Proud to say we have only lost customers upon mutual recognition that they are in nd of a service we don't provide, :) #custserv A9: Some woman said I enclosed an "herbal substance" in one of my boxes #custserv (she was wrong, would have charged more) RT @MarkOrlan: I need a drink. #custserv <cheers! @Hyken - Yes, our associates are better to react because of it & guests feel taken care of. No "I need to talk to mgr." #custserv A8: Yes. When I had a bike shop I wouldn't sell a bike unless they had a helmet. Walked a few over that principle... #CustServ A8 Rarely deal in absolutes, so thankfully it's never gotten to that point. Always a way to connect & move forward. #custserv RT @zahkiasays: @AshliMazer That sounds 100% reasonable and awesome at the same time. #custserv I was young and my accountant taught me how to handle in the future. Cost my company 22K. Did I mention I was young at that time. #custserv RT @MarkOrlan: A8: probably major reason for losing a customer: disagreement over whos right / whos wrong. Egos can get in the way #custserv @AshliMazer Empowering emplyees is a great policy #custserv @hyken Awww-->RT @zacharyjeans: I came 'this close' to meeting the esteemable @elizonthego yesterday w/ @ideabloke. c @CustServGreeter #custserv There's no driking during chat time. UNLESS it's #halftime ;0) RT @bsdalton: RT @MarkOrlan: I need a drink. #custserv <cheers! #custserv @bsdalton salut! #custserv

2013-04-10 1:47 am

elizonthego

2013-04-10 1:47 am 2013-04-10 1:47 am 2013-04-10 1:48 am 2013-04-10 1:48 am 2013-04-10 1:48 am 2013-04-10 1:48 am 2013-04-10 1:48 am 2013-04-10 1:48 am

lttlewys zahkiasays OrionITSM elizonthego Hyken johncolucci GregOrtbach BH_Social

2013-04-10 1:48 am 2013-04-10 1:48 am 2013-04-10 1:48 am 2013-04-10 1:48 am 2013-04-10 1:48 am 2013-04-10 1:48 am

complexified AshliMazer TheCEInstitute AlHopper_ CustServGreeter MarshaCollier

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MarshaCollier elizonthego LovelyLu zacharyjeans

2013-04-10 1:49 am 2013-04-10 1:49 am

prosperitygal elizonthego

2013-04-10 1:49 am 2013-04-10 1:49 am 2013-04-10 1:50 am

MarkOrlan AlHopper_ BH_Social

Yes, builds confidence in company, & customer RT @marshacollier: @AshliMazer Empowering emplyees is a great policy #custserv @Hyken RT @marshacollier: @AshliMazer Empowering emplyees is a great policy #custserv @Hyken ~Exactly A8: I sold mortgages, so of course. After I lost a customer, I always made sure to be clearer to the next one. #custserv A7: Yes, and it should be well documented in the agreement. Otherwise you'll suffer the dreaded Scope Creep!! #CustServ @alhopper_ @bsdalton @MarkOrlan I disagree with that policy. #custserv @AshliMazer You are spot on. Hire right, train well and then empower the employee to do great things. #custserv @MarshaCollier finally reading your ultimate online #custserv guide noticing the #RonJohnson reference too! @elizonthego Some never realize how loudly the "last word" echoes once you're all alone. #custserv Customer believing they're 100% right hasn't been met by CSR halfway to walk thru misconceptions & clarifying relevant docs/policy #Custserv #custserv A8: oh sure... Some people can not/will not be persuaded. The challenge is to know when they were right @zahkiasays - It works beautifully. Associates react better and guests appreciate more. #custserv A8: Customers will always be lost. We need to minimize the loss of customers, and do our best to retain those on the brink. #custserv Doesn't mean I'm right... RT @elizonthego: @alhopper_ @bsdalton @MarkOrlan I disagree with that policy. #custserv Go for it! Drinks for everyone! :) RT @elizonthego: @alhopper_ @bsdalton @MarkOrlan I disagree with that policy. #custserv Thanks --> RT @johncolucci: @MarshaCollier finally reading your ultimate online #custserv guide - noticing the #RonJohnson reference too! @AshliMazer Smart move #custserv @hyken Yes my young ego was taught a hefty lesson at the age of 27. That was over 20 years ago. #custserv A8 Yes, have lost - but sometimes you have to let them go and evaluate what could have been done differently. #Custserv 'There's only one boss, & that's the customer. He can fire anyone, by simply spending his money somewhere else.' ~ Sam Walton #custserv @MarshaCollier hahahhaha herbal substance eh #custserv My bank acct echoed. RT @gregortbach: @elizonthego Some never realize how loudly the "last word" echoes once you're all alone. #custserv We love this @CustServGreeter. What a guy! #custserv Roy's buying! RT @CustServGreeter: Go for it! Drinks for everyone! :) @elizonthego: @alhopper_ @bsdalton @MarkOrlan #custserv MT @Hyken Hire right, train well and then empower the employee to do great things. #Custserv

2013-04-10 1:50 am

Hyken

2013-04-10 1:50 am 2013-04-10 1:50 am 2013-04-10 1:50 am

bsdalton MarshaCollier AshliMazer

2013-04-10 1:50 am

AlHopper_

2013-04-10 1:50 am

wbendle

2013-04-10 1:50 am 2013-04-10 1:50 am 2013-04-10 1:50 am 2013-04-10 1:50 am 2013-04-10 1:50 am 2013-04-10 1:50 am 2013-04-10 1:51 am 2013-04-10 1:51 am 2013-04-10 1:51 am 2013-04-10 1:51 am 2013-04-10 1:51 am 2013-04-10 1:51 am

GregOrtbach AshliMazer MarshaCollier SJAbbott MarshaCollier elizonthego wbendle GregOrtbach CustServGreeter TheCEInstitute zahkiasays rpesce

2013-04-10 1:51 am 2013-04-10 1:51 am 2013-04-10 1:51 am

AlHopper_ elizonthego MarshaCollier

2013-04-10 1:51 am 2013-04-10 1:51 am

eisconsulting wbendle

20 years. No way! RT @elizonthego: @hyken Yes my young ego was taught a hefty lesson at the age of 27. That was over 20 years ago. #custserv A8: I'm wrong all the time. But it the authenticity with which one owns it that makes the difference. If u admit it, all I can do #custserv @prosperitygal No kidding. threatened to report my to Paypal. Even sent a photo. #custserv (I suspect her kid) A8 - They are the ones #Brands should fear. The customers who don't care enough to give you feedback. We have failed them. #custserv Yep! RT @LovelyLu: A8 Yes, have lost - but sometimes you have to let them go and evaluate what could have been done differently. #custserv MT @CustServGreeter: Go for it! Drinks for everyone! :) RT @elizonthego: @alhopper_ @bsdalton @MarkOrlan gave blood today - can't #CustServ @elizonthego Yes - the sound of tumbleweed can be deafening! #custserv RT @MarshaCollier: @AshliMazer Empowering emplyees is a great policy #custserv @hyken @GregOrtbach @elizonthego or crickets #custserv A8 DIfference b/w a lost customer & a lost transactions. Some customers simply exercise options, but return. #custserv Q9: Have you ever been able to turn an "incorrect" customer completely around and win loyalty? #custserv Love this. RT @hyken: @AshliMazer You are spot on. Hire right, train well and then empower the employee to do great things. #custserv RT @GregOrtbach: @elizonthego Yes - the sound of tumbleweed can be deafening! - been there.... #CustServ RT @MarshaCollier: Q9: Have you ever been able to turn an "incorrect" customer completely around and win loyalty? #custserv . RT @MarshaCollier: Q9: Have you ever been able to turn an "incorrect" customer completely around and win loyalty? #custserv RT @MarshaCollier: Q9: Have you ever been able to turn an "incorrect" customer completely around and win loyalty? #custserv @AshliMazer Empowerment training sounds like an amazing little tidbit to bring back to the fort. :) #custserv Smart. RT @AshliMazer A7 -Our co. has implemented #empowerment into training. Will not punish 4 making decision to fix situation. #custserv RT @MarshaCollier Q9: Have you ever been able to turn an "incorrect" customer completely around and win loyalty? #custserv OR that refund check being torn out of the checkbook. RT @marshacollier: @GregOrtbach @elizonthego or crickets #custserv Yes--> RT @SJAbbott: A8 DIfference b/w a lost customer & a lost transactions. Some customers simply exercise options, but return. #custserv RT @MarshaCollier: Q9: Have you ever been able to turn an "incorrect" customer completely around and win loyalty? #custserv RT @MarshaCollier Q9: Have you ever been able to turn an

2013-04-10 1:51 am 2013-04-10 1:51 am 2013-04-10 1:51 am 2013-04-10 1:52 am 2013-04-10 1:52 am 2013-04-10 1:52 am 2013-04-10 1:52 am

meganberry karlkovacs bsdalton ValaAfshar TheCEInstitute MarshaCollier LovelyLu

2013-04-10 1:52 am

Partyaficionado

2013-04-10 1:52 am 2013-04-10 1:52 am 2013-04-10 1:52 am 2013-04-10 1:52 am 2013-04-10 1:52 am 2013-04-10 1:52 am 2013-04-10 1:52 am 2013-04-10 1:52 am 2013-04-10 1:52 am 2013-04-10 1:52 am 2013-04-10 1:52 am 2013-04-10 1:52 am 2013-04-10 1:52 am 2013-04-10 1:52 am

GregOrtbach Hyken CustServGreeter AshliMazer elizonthego BH_Social Hyken eisconsulting CustServGreeter milguy23 wbendle bsdalton karlkovacs AlHopper_

2013-04-10 1:52 am 2013-04-10 1:52 am 2013-04-10 1:52 am

CustServGreeter MarkOrlan MarshaCollier

"incorrect" customer completely around and win loyalty? #CustServ @MarshaCollier A9: yes absolutely! Nothing more reward than seeing an upset customer turned around. #custserv @MarshaCollier Yes I have and it surprise a few people (not me) #custserv A8: lets not bicker and argue over who... Just own it and move on #custserv "dear customer, it's our problem until it's no longer yours." <generosity is a competitive advantage. #custserv A9: Absolutely. Connecting with customers on a personal will breed loyalty and respect. #custserv @karlkovacs takes a lot of talent - congrats #custserv Yes & theyre the best RT MarshaCollier: Have you ever been able to turn an "incorrect" customer completely around and win loyalty? #Custserv @marshacollier @prosperitygal lol just saw this conversation. Funniest thing ever. "It's not mine Mom, it came with the book" #custserv A9: Yes - sometimes showing vulnerability is all it takes to 'humanize' any #custserv transaction. RT @MarshaCollier Q9: Have you ever been able to turn an "incorrect" customer completely around and win loyalty? #custserv RT @ValaAfshar: "dear customer, it's our problem until it's no longer yours." <- generosity is a competitive advantage. #custserv A9 - Yes!! Those are the BEST stories. You also gain a #Brand Advocate. #custserv @hyken Yes my first customer conflict came at a high price in defending my employee. #custserv A9 Flipping an incorrect customer is the best marketing available. Effective FAQ value, mass audience, shows quality #Custserv BANG! RT @bsdalton: A8: lets not bicker and argue over who... Just own it and move on #custserv A9 During retail experience, yes! As the old saying goes, "kill 'em with kindness @karlkovacs Thanks for coming to the chat! #custserv @MarshaCollier If you count clients - starting out as prospects who think re their biz 1 way and I convince another way. Yep #custserv A9: Yep - Used to keep cantaloupe handy to demonstrate what a head does when it hits the pavement... #CustServ RT @MarshaCollier: A9: Some woman said I enclosed an "herbal substance" in one of my boxes #custserv <I'll take two please @MarshaCollier @SJAbbott actually, I think it's more about knowing your customer and what they really want #custserv A9 I am proud to say I have done that a few times. Through engagement, transparency, & caring to get it right next time. #custserv @ValaAfshar Good evening, sir! #custserv A9: turning around customers is the greatest opportunity to build loyalty. I think it's what turns us on in this biz. #custserv @Partyaficionado @prosperitygal I have got to find the pics she sent

2013-04-10 1:52 am

2013-04-10 1:53 am 2013-04-10 1:53 am

2013-04-10 1:53 am 2013-04-10 1:53 am

2013-04-10 1:53 am

2013-04-10 1:53 am

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2013-04-10 1:53 am

2013-04-10 1:53 am 2013-04-10 1:54 am 2013-04-10 1:54 am 2013-04-10 1:54 am 2013-04-10 1:54 am 2013-04-10 1:54 am

2013-04-10 1:54 am 2013-04-10 1:54 am

and show them in a preso #custserv Hyken I like this - RT @GregOrtbach: A9: Yes - sometimes showing vulnerability is all it takes to humanize any #custserv transaction. #custserv karlkovacs @CustServGreeter Thanks! I pop in whenever I have free time #custserv rpesce And they are such great advocates for the brand. RT @MarshaCollier: @AshliMazer Empowering employees is a great policy #custserv @hyken complexified #custserv A9: like a really good golf shot- rare, but keeps you at the game when it happens :-) ImMarkBernhardt Q9: Have you ever been able to turn an "incorrect" customer completely around and win loyalty? #CustServ | A: Yes, in biz and as a teacher. Hyken RT @MarkOrlan: A9: turning around customers is the greatest opportunity to build loyalty. I think its what turns us on in this biz #custserv eisconsulting \\u201c@ValaAfshar: "dear customer, it's our problem until it's no longer yours." <- generosity is a competitive advantage. #custserv\\u201d ~ Love! AshliMazer How about "Yes is the answer. Now what is the question?" via @JohnDiJulius #custserv AlHopper_ Bing! Especially in social! RT @AshliMazer: A9 - Yes!! Those are the BEST stories. You also gain a #Brand Advocate. #custserv astrostation @MarshaCollier: Q9: Have you ever been able to turn an "incorrect" customer completely around and win loyalty? #custserv MarshaCollier @Hyken @GregOrtbach We all have to admit vulnerability - except with a bully-customer (they do exist) #custserv elizonthego A9. Many, many times. It's a beautiful thing when that happens and deepens the relationship of loyalty. #custserv Partyaficionado @marshacollier @prosperitygal oh you must. Hilarious! #custserv eisconsulting RT @Hyken: I like this - RT @GregOrtbach: A9: Yes - sometimes showing vulnerability is all it takes to humanize any #custserv transactio ... Brainzooming RT @wbendle: A9: Yep - Used to keep cantaloupe handy to demonstrate what a head does when it hits the pavement... #CustServ MarshaCollier @rpesce Absolutely #custserv Serena A great discussion on handling angry customers/community members going on right now at #custserv with @MarshaCollier elizonthego I love this analogy! RT @complexified: #custserv A9: like a really good golf shot- rare, but keeps you at the game when it happens :-) LovelyLu A9 Turning around that customer is the best adrenaline pump in the world! #Custserv CustServGreeter @rpesce Thanks for coming by the chat! #custserv MarshaCollier Sound effects? RT @wbendle: A9: Yep - Used to keep cantaloupe handy to demonstrate what a head does when it hits the pavement... #CustServ GregOrtbach @MarshaCollier @Hyken Absolutely. No excuse for that. #custserv complexified @TheCEInstitute #custserv ..yes, agreed Branden. Continuous focus

2013-04-10 1:54 am

MarshaCollier

2013-04-10 1:54 am 2013-04-10 1:54 am 2013-04-10 1:54 am 2013-04-10 1:54 am 2013-04-10 1:54 am 2013-04-10 1:54 am

meganberry milguy23 CustServGreeter zahkiasays MarshaCollier elizonthego

2013-04-10 1:55 am 2013-04-10 1:55 am 2013-04-10 1:55 am 2013-04-10 1:55 am 2013-04-10 1:55 am 2013-04-10 1:55 am 2013-04-10 1:55 am 2013-04-10 1:55 am 2013-04-10 1:55 am 2013-04-10 1:55 am 2013-04-10 1:55 am 2013-04-10 1:55 am 2013-04-10 1:55 am

GregOrtbach bsdalton straightcloser Serena CustServGreeter complexified BH_Social JamesMSama MarshaCollier wbendle rpesce katiedel AlHopper_

2013-04-10 1:55 am

MarshaCollier

2013-04-10 1:55 am 2013-04-10 1:55 am 2013-04-10 1:55 am

AlexKleinCT CustServGreeter eisconsulting

2013-04-10 1:56 am

milguy23

& learning, driving continuous svc improvement. RT @Serena: A great discussion on handling angry customers/community members going on right now at #custserv with @MarshaCollier @LovelyLu yes, totally agree! #custserv @MarshaCollier Maybe am different? But as analyst/strategist working w a client -- #custserv is key. Make them happy goal. #loyal Likewise! RT @ValaAfshar: @CustServGreeter good evening sir look forward to seeing you soon. #custserv A9: Yes! I just corrected her a couple of times and she thought it was great that I didn't give up on her. Don't give up the ship! #custserv @Serena Thanks! #custserv Agreed RT @hyken: I like this - RT @GregOrtbach: A9: Yes sometimes showing vulnerability is all it takes to humanize any #custserv... Q10: What is one way to prevent (as much as possible) confusion about price or other info abt service/product? #custserv A9: right or wrong isn't the point. Like any conflict, how do we move past it #custserv RT @KateNasser: Strive to be excellent -- not right. ~Kate Nasser #peopleskills #custserv #callcenter #contactcenter #servicedesk RT @zacharyjeans: Disclaimers are the 'pre-nupt' in a divorce hearing of Customer & Brand. #custserv c @bsdalton @Brainzooming Glad to see you n the chat! #custserv @elizonthego #custserv thanks for the kind words, Elizabeth! Resolving incorrect customer issue has sales value as well as HUGE internal process/training/How-to value #Custserv #CustServ is now social. First it was phone, then email, now customers visit your #socialmedia profiles to contact you. Listen! Last #custserv Q coming from @GregOrtbach - then open Tweet-time Howdy Mr. Brown ( @brainzooming )! Been pretty busy from the sounds of it! #CustServ @CustServGreeter thank you. Always glad to stop by. #custserv RT @ValaAfshar: "dear customer, it's our problem until it's no longer yours." <- generosity is a competitive advantage. #custserv RT @GregOrtbach: Q10: What is one way to prevent (as much as possible) confusion about price or other info abt service/product? #custserv RT @GregOrtbach: Q10: What is one way to prevent (as much as possible) confusion about price or other info abt service/product? #custserv RT @valaafshar: "dear customer, it's our problem until it's no longer yours." <- generosity is a competitive advantage. #custserv Continue tonight's discussion in the #CustServ Exchange LinkedIn Group http://t.co/eOYeGoHfwC RT @wbendle: A9: Yep - Used to keep cantaloupe handy to demonstrate what a head does when it hits the pavement... #CustServ @MarshaCollier @Hyken @GregOrtbach Working at a restaurant, someone ordered hamburger didn't want BBQ on it and threw it at

2013-04-10 1:56 am 2013-04-10 1:56 am 2013-04-10 1:56 am 2013-04-10 1:56 am 2013-04-10 1:56 am 2013-04-10 1:56 am 2013-04-10 1:56 am 2013-04-10 1:56 am

zacharyjeans GregOrtbach MarkOrlan MarshaCollier CustServGreeter GregOrtbach BH_Social eisconsulting

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elizonthego AshliMazer Hyken

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AlHopper_ wbendle Hyken lilewis1

2013-04-10 1:57 am

CustServGreeter

2013-04-10 1:57 am

TheCEInstitute

2013-04-10 1:57 am 2013-04-10 1:57 am 2013-04-10 1:57 am 2013-04-10 1:57 am 2013-04-10 1:57 am 2013-04-10 1:57 am 2013-04-10 1:57 am

LovelyLu AudraAugust AshliMazer SJAbbott eisconsulting BH_Social ABDpromotions

me. No #custserv In the age of 'personal branding' turning an adversary around takes personality, patience, & prose. #custserv A10: Consistency across all channels. #custserv Suggest you check out Bren\\u00e9 Brown's TED talks on vulnerability. Very powerful. #custserv Tonight's #custserv chat will be archived with the past here rhttp://t.co/mHbnGWy4Jr @Serena Thanks! (Not so much angry; we're talking about whether the customers always right and variations. :) #custserv Will do that. RT @MarkOrlan: Suggest you check out Bren\\u00e9 Brown's TED talks on vulnerability. Very powerful. #custserv Avoid product confusion thru proactive engagement, accessible FAQ, multi-layered ad & open/pleasant brand access point #Custserv RT @GregOrtbach: Q10: What is one way to prevent (as much as possible) confusion about price or other info abt service/product? #custserv @serena Thank you Serena! #custserv A10 - It starts with your team. Train & Educate so you are transparent & accurate with customer. #custserv RT @GregOrtbach: Q10: What is one way to prevent (as much as possible) confusion about price or other info abt service/product? #custserv A10 Keep industry jargon out of descriptions and use 'plain' simple language in marketing & service agreements #custserv A10: Provide such exceptional service that price doesn't even come into the equation #CustServ RT @GregOrtbach: A10: Consistency across all channels. #custserv Hurry! Only 5 days Left! Join Academy of Online Success & learn internet strategies not taught anywhere! http://t.co/sZGxJOL67Z #custserv RT @GregOrtbach: Q10: What is one way to prevent (as much as possible) confusion about price or other info abt service/product? #custserv RT @GregOrtbach: Q10: What is one way to prevent (as much as possible) confusion about price or other info abt service/product? #custserv A10 Communication is key. When the right hand knows what the left is doing - less chance of mistakes. #Custserv RT @KateNasser: Strive to be excellent -- not right. ~Kate Nasser #peopleskills #custserv #callcenter #contactcenter #servicedesk A10 - Consistency, Consistency, Consistency... Did I say, Consistency? #custserv A10 Keep it simple. Every complexity or variation is an opportunity for misunderstanding. #custserv A10 Be consistent. Be sure all advertising avenues are updated simultaneously to avoid lingering old info. #custserv @JamesMSama Don't just listen - interact/engage/inform #Custserv #custserv Customer Service is a great skill to master. All it takes is putting the customer first.

2013-04-10 1:57 am

GregOrtbach

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This is consistent with my answer. ;) RT @AshliMazer: A10 Consistency, Consistency, Consistency... Did I say, Consistency? #custserv TheCEInstitute A10: Clear, easily readable language that all customers can understand, regardless of background. #custserv CustServGreeter A10: Clarity and more clarity. Simplicity wins. #custserv bsdalton @AlHopper_ @MarkOrlan I strenuously object (gulp!) #custserv ImMarkBernhardt This should be a wall plaque. MT @ValaAfshar: "dear customer, it's our problem until it's no longer yours." ... #custserv zacharyjeans A10: Offer one pricing index, transparent, for all customers to see & comment on. #custserv AshliMazer A10 - When the service is exceptional... Price becomes irrelevant. #custserv elizonthego A10 Clarity is key. Have someone outside your industry review the details. #custserv eisconsulting A10 Staffing prep/updates. Be sure everyone is promptly informed of changes. #custserv Love_DMC "@eisconsulting: A1 The customer's voice should never fall on deaf ears. #custserv">>>every1 wants 2 be heard esp if they r spending their $ AshliMazer @GregOrtbach - HaHa. Love it! #custserv OrionITSM A10: Clear language, open lines of communication, and full transparency. The recipe to limit confusion in client relationships. #CustServ Hyken A10: Consistency and simplicity create confidence. confidence creates loyalty. Loyalty gives you leeway. #custserv zacharyjeans "Dear customer, it's our problem until it's no longer yours." ~ @ValaAfshar, @Enterasys #custserv GregOrtbach Be the engine that drives #custserv instead of being stuck on the tracks behind the caboose. complexified #custserv A10: ask them what they want to know. Tell them. Ask them what they heard. Repeat if necessary :-) BH_Social Seems simple but provide price reduction info. 10% off w/price or MSRP. Hard for cust to claim thought laptop is 19.99 #Custserv ValaAfshar The greatest enemy of knowledge is not ignorance, it is the illusion of knowledge. -- Hawking #custserv Hyken Good idea RT @elizonthego: A10 Clarity is key. Have someone outside your industry review the details. #custserv MarshaCollier Congrats to all the #custserv members who were listed in the #CustomerService100 http://t.co/3KXI0qkfpC eisconsulting \\u201c@Hyken: A10: Consistency and simplicity create confidence. confidence creates loyalty. Loyalty gives you leeway. #custserv\\u201d ~ Score! AshliMazer @elizonthego - Ahh, yes! The saying of "another set of eyes." #custserv zacharyjeans RT @MarshaCollier: Congrats to all the #custserv members who were listed in the #CustomerService100 http://t.co/SwwzfHlowl CustServGreeter RT @GregOrtbach: Be the engine that drives #custserv instead of being stuck on the tracks behind the caboose. wbendle That cantaloupe thing is getting some play... This is your brain, this is

2013-04-10 1:59 am

GregOrtbach

2013-04-10 1:59 am 2013-04-10 1:59 am

zahkiasays bsdalton

2013-04-10 1:59 am

SJAbbott

2013-04-10 1:59 am 2013-04-10 1:59 am 2013-04-10 1:59 am 2013-04-10 1:59 am 2013-04-10 1:59 am 2013-04-10 1:59 am

Hyken complexified AlHopper_ MarkOrlan bsdalton Hyken

your brain on the grill of a Mack Truck. Any questions? #CustServ I don't want highs & lows in #custserv - give me a predictable experience. :) RT @AshliMazer: @GregOrtbach - HaHa. Love it! #custserv A10: A patient and well-trained sales rep or CSR. Invest in the people on your side, customer loyalty will follow. #custserv RT @MarkOrlan: Suggest you check out Bren\\u00e9 Brown's TED talks on vulnerability. Very powerful. #custserv <LOVE LOVE LOVE HER! @karlkovacs @MarshaCollier Some customers are explorers by nature. Respect them, or you appear simply desperate for their money. #custserv RT @GregOrtbach: Be the engine that drives #custserv instead of being stuck on the tracks behind the caboose. #custserv RT @CustServGreeter Continue tonight's discussion in the #CustServ Exchange LinkedIn Group http://t.co/Ht4ABMQ5gz I'll allow the objection to be heard... RT @bsdalton: @AlHopper_ @MarkOrlan I strenuously object (gulp!) #custserv @bsdalton yeah, isn't she great? #custserv @MarkOrlan "vulnerability TED!" #custserv RT @ValaAfshar: The greatest enemy of knowledge is not ignorance, it is the illusion of knowledge. -- Hawking #custserv