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custserv
2013-05-08 to 2013-05-08 678 Twitter search results Time 2013-05-08 1:00 am 2013-05-08 1:00 am 2013-05-08 1:00 am 2013-05-08 1:00 am 2013-05-08 1:01 am 2013-05-08 1:01 am 2013-05-08 1:02 am 2013-05-08 1:02 am 2013-05-08 1:02 am 2013-05-08 1:03 am User BH_Social GregOrtbach 76 contributors 286 retweets 0 @replies 0 links

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Tweet Looking fw to tonight's discussion #Custserv Good evening #custserv -So pleased to be joining you... from the patio no less. HollyChessman @AlHopper_ Ah I've had many of those : #custserv AlHopper_ Wonderful, Brandon! Welcome, welcome! RT @BH_Social: Looking fw to tonight's discussion #Custserv AlHopper_ Drop in and out at your liesure! RT @tburgess57: Hello #custserv I may be in and out but I wanted to say hi #custserv HollyChessman @GregOrtbach Nice! The weather around here has been great for hanging out outdoors. #custserv HollyChessman @tburgess57 Hello again! #custserv AlHopper_ @GregOrtbach Hello! The patio microphone is being set up just for you! #custserv ImMarkBernhardt I'm about to board a train, but will keep up as best I can. #custserv Mr_Madness RT @PamMktgNut: Mark your calendar May 21st 5pm et for special #GetRealChat guest-> #IBM #SmarterCommerce & Steve Gold VP Watson Sol\\u2026 AlHopper_ @ImMarkBernhardt Mind the Gap, Mark! #custserv GregOrtbach Here's my view tonight. \\u201c@tburgess57: @HollyChessman @GregOrtbach plant much? #custserv\\u201d http://t.co/CnSNe3rSkI seventhman Hello familiar & new faces! It's been a long time ; #custserv khaffert Greetings and Sanitations...#custservn #custserv MarshaCollier Starting NOW- Tonight's topic: "Minding the Gap: managing Customer Service Expectations.(clever, eh? #custserv HollyChessman @tburgess57 @GregOrtbach Not today but I should probably water the tomato plant #custserv AlHopper_ Speaking of: Tonight's topic is "Minding the Gap: Managing Cust. Service Expectations" @GregOrtbach and @MarshaCollier #custserv GregOrtbach @AlHopper_ Nice! You took the words right out of my tweet. : #custserv AlHopper_ @khaffert Glad the seconds are over and you are here, Kevin #custserv HollyChessman RT @MarshaCollier: Starting NOW- Tonight's topic: "Minding the Gap: managing Customer Service Expectations.(clever, eh? #custserv AlHopper_ Welcome back! RT @seventhman: Hello familiar & new faces! Its been a long time ; #custserv ImMarkBernhardt Nice tie-in to the topic, Al. RT @AlHopper_: @ImMarkBernhardt Mind the Gap, Mark! #custserv

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khaffert

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@AlHopper_ Yes, amazing how fast 4,000 seconds tick by..Thanks for the welcome. #custserv TheCEInstitute Greetings all! Ready for a great chat #custserv eisconsulting Guess who's here....*waving* We made it, :... #custserv AlHopper_ Working on marketing skillz RT @ImMarkBernhardt: Nice tie-in to the topic, Al. RT @AlHopper_: @ImMarkBernhardt Mind the Gap, Mark! #custserv GregOrtbach Fantastic! RT @eisconsulting: Guess who's here....*waving* We made it, :... #custserv SachinMehta2012 RT @MarshaCollier: Starting NOW- Tonight's topic: "Minding the Gap: managing Customer Service Expectations.(clever, eh? #custserv seventhman RT @MarshaCollier Starting NOW- Tonight's topic: "Minding the Gap: managing Customer Service Expectations.(clever, eh? #custserv JamesMSama Good evening #CustServ! AlHopper_ RT @MarshaCollier: Tonight's #custserv chat will be archived with the past on scribd http://t.co/5y5GWECq3i MarshaCollier Tonight's #custserv chat will be archived with the past on scribd http://t.co/mn25VOvyj3 GregOrtbach Friendly #custserv reminder: Please save all links until the last 4 minutes. MarshaCollier Please post links, news, deals and promotions during the LAST 5 minutes of r#custserv chat. We strip all spam to keep pristine archives blogomomma RT @MarshaCollier: Starting NOW- Tonight's topic: "Minding the Gap: managing Customer Service Expectations.(clever, eh? #custserv\\u201d KarenLocker Hi Alln #custserv AlHopper_ you took my words this time! RT @GregOrtbach: Fantastic! RT @eisconsulting: Guess whos here....*waving* We made it, :... #custserv AlHopper_ RT @GregOrtbach: Friendly #custserv reminder: Please save all links until the last 4 minutes. #custserv eisconsulting \\u201c@GregOrtbach: Fantastic! RT @eisconsulting: Guess who's here....*waving* We made it, :... #custserv\\u201d ~ :- Awww *blush* lol AlHopper_ @SachinMehta2012 Hellow Sachin! Glad you are here... your table is ready... #custserv LovelyLu Evening! #CustServ HollyChessman @GregOrtbach @tburgess57 My view is not as lovely (I may be in the toy room... #custserv http://t.co/aoIXSAO349 MarshaCollier @KarenLocker @eisconsulting @seventhman @JamesMSama @ImMarkBernhardt @khaffert @TheCEInstitute @tburgess57 Good to see you in #custserv AlHopper_ @KarenLocker Good evening, Karen! #custserv AlHopper_ Hope you are well? It's a lovely evening now! RT @LovelyLu: Evening! #custserv eisconsulting \\u201c@AlHopper_: you took my words this time! RT @GregOrtbach: Fantastic! RT @eisconsulting: #custserv ~ Lol. Noted! MarshaCollier Here we go - Q1: Is your definition of going above & beyond limited to

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meeting your customer's basic needs? #custserv eisconsulting @MarshaCollier Likewise! :- #custserv GregOrtbach RT @MarshaCollier: Here we go - Q1: Is your definition of going above & beyond limited to meeting your customer's basic needs? #custserv . AlHopper_ @blogomomma Good evening and hello to you as well! #custserv GwenatDell RT @SoftwareHollis: #Integration vendors must have crowd sourced regression tests for better #CustServ -e.g. @Boomi Assure http://t.co/CQU9\\u2026 SachinMehta2012 @AlHopper_ Thank you and welcome all : I was kinda hoping to sit on the chair tho :/ #Expectations #custserv AlHopper_ RT @MarshaCollier: Here we go - Q1: Is your definition of going above & beyond limited to meeting your customers basic needs? #custserv LovelyLu Very well thank you! You? RT @alhopper_: Hope you are well? It's a lovely evening now! RT @LovelyLu: Evening! #custserv khaffert RT @MarshaCollier: Here we go - Q1: Is your definition of going above & beyond limited to meeting your customers basic needs? #custserv GregOrtbach A1: Basic needs are important to establish. Lots of co's can get caught up in bells and whistles and dilute core product/service. #custserv AlHopper_ @SachinMehta2012 well, ok, you can have a chair as well then ;0 #custserv Hyken RT @MarshaCollier: Q1: Is your definition of going above & beyond limited to meeting your customers basic needs? #custserv MarshaCollier Meeting the customer's basic needs is job one. Making them thrill with WOW is icing on the cake #custserv A1 ZAX_CLO RT @rbacal: Free Angry Customer Training Course Online http://t.co/kt7DLt592A New videos added for #custserv seventhman @MarshaCollier @KarenLocker @eisconsulting @JamesMSama @ImMarkBernhardt @khaffert @TheCEInstitute @tburgess57 likewise! #custserv ;TheCEInstitute RT @MarshaCollier: Here we go - Q1: Is your definition of going above & beyond limited to meeting your customer's basic needs? #custserv AlHopper_ A1: would it be going above and beyond if it JUST met the Customer's needs? #custserv GregOrtbach I like how U think. RT @MarshaCollier: Meeting customer's basic needs is job1. Making them thrill with WOW is icing on the cake #custserv Hyken POW! RT @MarshaCollier: Meeting the customers basic needs is job one. Making them thrill with WOW is icing on the cake#custserv A1 #custserv ImMarkBernhardt Track 13, waiting to board the train back from Chicago #custserv http://t.co/3rX6gDP4l5 TheCEInstitute A1: Meeting basic needs should be the runway that provides the liftoff to "above and beyond" expectations #custserv JamesMSama @seventhman @MarshaCollier @KarenLocker @eisconsulting @ImMarkBernhardt @khaffert @TheCEInstitute @tburgess57 always

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a pleasure! #CustServ LovelyLu A1 Going above and beyond reaches past customer satisfaction. It's living the company philosophy! #CustServ zacharyjeans RT @GregOrtbach: RT @MarshaCollier: Here we go - Q1: Is your definition of going above & beyond limited to meeting your customer's basi\\u2026 SachinMehta2012 A1. Yes (always anticipating for WoW factor nothing less #custserv HollyChessman A1 You need to at least be able to meet basic needs, though of course more is better #custserv eisconsulting RT @AlHopper_: A1: would it be going above and beyond if it JUST met the Customers needs? ~ We were thinking the SAME thing! #custserv GregOrtbach A1: Anyone can sell you a seat. But how many can deliver so you need a seatbelt? #custserv MarkOrlan Hopping into #custserv chat. A1: customer's basic need doesn't cut it...it's boring MarshaCollier @AlHopper_ Exactly, but for some businesses - above and beyond is just not pissing off their customers @#Custserv SJAbbott A1 Instead of just exceeding their expectations, we should be thinking about personalization; more engaging than just wow. #custserv seventhman @TheCEInstitute and customers will feel like they're in cloud nine.. #custserv BH_Social @AlHopper_ exactly. Perhaps it's more if the great resolutions still has trajectory of other similar resolutions #Custserv AlHopper_ @MarkOrlan Hello, Mr. Orlan. How are you, Mark? #custserv AlHopper_ @eisconsulting great minds and all that ;0 #custserv mjayliebs A1: Above and Beyond can be as simple as meeting expectations, but with a unique approach, smile and positive attitude #custserv Hyken A1: Consistently better than average is actually pretty amazing. They key is consistency. #custserv ImMarkBernhardt Q1: Is your definition of going above & beyond limited to meeting your customer's basic needs? #custserv | A: Above & beyond more than basic SachinMehta2012 RT @SJAbbott: A1 Instead of just exceeding their expectations, we should be thinking about personalization; more engaging than just wow. #c\\u2026 eisconsulting Meeting a customers basic needs is your foundational responsibility. If that is your benchmark of success, you have a bigger issue #custserv MarkOrlan @AlHopper_ hey Al, you can call me Mark...my friends do : All is well thanks. How are you my friend? #custserv AlHopper_ @MarshaCollier Then those businesses should reimagine the #custserv they are doing and get with it? GregOrtbach Q2: Are your customer's expectations realistic? If not, how can you help to manage them? #custserv AlHopper_ RT @GregOrtbach: Q2: Are your customer's expectations realistic? If not, how can you help to manage them? #custserv MarshaCollier Can you? RT @GregOrtbach: Q2: Are your customer's expectations realistic? If not, how can you help to manage them? #custserv Hyken RT @mjayliebs: A1: Above & Beyond can be as simple as meeting expectations, but with a unique approach, smile & positive attitude

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#custserv eisconsulting \\u201c@AlHopper_: @eisconsulting great minds and all that ;0 #custserv\\u201d ~ Touch\\u00e9, :zacharyjeans RT @MarshaCollier: Can you? RT @GregOrtbach: Q2: Are your customer's expectations realistic? If not, how can you help to manage them? #cust\\u2026 AlHopper_ @Hyken Hello Shep! How goes it this fine evening? #custserv HollyChessman +1 @mjayliebs: A1: Above & Beyond can be as simple as meeting expectations but with a unique approach, smile and positive attitude #custserv seventhman A1 Meeting cust basic's needs is like serving them a plain cupcake.. now, the icing adds for that Wow factor #custserv Hyken RT @GregOrtbach: Q2: Are your customers expectations realistic? If not, how can you help to manage them? #custserv SJAbbott A1 & A2. Every time you set the bar higher, you set a new standard. Don't make promises you don't intend to keep. #custserv TheCEInstitute RT @GregOrtbach: Q2: Are your customer's expectations realistic? If not, how can you help to manage them? #custserv AlHopper_ @MarkOrlan I am doing well, my friend. Waiting on a late dinner of Chinese delivery, but well... #custserv GregOrtbach A2: @Hyken hit the nail on the head. Consistency is the key. Hot and cold doesn't work for showers and it sure doesn't work for #custserv MarkOrlan A1: remember, if you're meeting expectations, on average, you're not creating any memories. #custserv AlHopper_ RT @Hyken: RT @GregOrtbach: Q2: Are your customers expectations realistic? If not, how can you help to manage them? #custserv LovelyLu A2 Doesn't matter if customer's expectations are realistic. Their perception is our reality. #CustServ zacharyjeans A2: The Client "Scope Creep" could be an 'super villain' in a #custserv comicbook. WorkPlaceGroup Effective Strategies To Market Your Business On The Internet http://t.co/hjJid5crqf @flavmartins #custserv yankeerudy A1: above & beyond: delivering needs, plus anticipating impact of meeting those needs #custserv AlHopper_ @mjayliebs Hiya Mitch. welcome to another fast paced evening of #custserv chat ImMarkBernhardt Q2: Are your customer's expectations realistic? If not, how can you help to manage them? #custserv | A: comunication is crucial seventhman @GregOrtbach that's a challenging task... it's like making customers see red when they are color-blind. #custserv mjayliebs RT @LovelyLu: A2 Doesnt matter if customers expectations are realistic. Their perception is our reality. <-- That #custserv MarshaCollier A2: Frustrating when a customer orders "standard shipping" (stated as 4-10 days and then complains its not there after 5 Grrr #custserv 2ReviewCo Good comment @GregOrtbach Matching expectations to actual performance is where we think the key is.#custserv. BH_Social A2 For every ridiculous expectation comes unsustainable business resolution attempt. Chicken/egg regarding how ridic cust created #Custserv

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eisconsulting SachinMehta2012 Hyken blogomomma

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TheCEInstitute MarshaCollier SachinMehta2012

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MarkOrlan GregOrtbach MarshaCollier SachinMehta2012 AlHopper_ JamesMSama

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blogomomma AkiaGarnett ImMarkBernhardt

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GregOrtbach BH_Social eisconsulting Hyken MarshaCollier GregOrtbach

RT @zacharyjeans: A2: The Client "Scope Creep" could be an 'super villain' in a #custserv comicbook. RT @rbacal: Customer Experience 101: The Five Must Haves for Successful Transformation: "I have invested in... http://t.co/Rl2gsmYY0A #cust\\u2026 You have to develop an honest rapport w/ clients so they trust in you. They are looking to you for guidance not just agreement. #custserv A2. It gets harder with TripAdvisor/Yelp and such with everyone expecting paradise like the guy/girl that wrote a review #custserv A2: The customers expectations are their perception. And the customers perception is their reality. #custserv A1. @MarshaCollier meeting a basic need is the job, exceeding the expectation & having them leave w/ a gr8 experience is a&b #custserv A2: If customers' expectations are not realistic, it is our responsibility to match their reality to our approach. #custserv True story --> RT @BH_Social: For every ridiculous expectation comes unsustainable business resolution attempt. #custserv RT @GregOrtbach: A2: @Hyken hit the nail on the head. Consistency is the key. Hot and cold doesn't work for showers and it sure doesn't wor\\u2026 A2: realistic in who's terms? Customer expectations are always realistic in the customer's view. #custserv @SachinMehta2012 Good point. Not to mention the negative reviews that can "taint" the experience before it started. #custserv @blogomomma I agree #custserv RT @Hyken: A2: The customers expectations are their perception. And the customers perception is their reality. #custserv #winning! RT @MarkOrlan: A2: realistic in who's terms? Customer expectations are always realistic in the customer's view. #custserv A1: Nobody goes out and tells their friends about a brand who just met their basic needs. Exceeding = the fuel of word of mouth. #CustServ @MarshaCollier :D #custserv Hello, Hello, Hellon #custserv RT @SJAbbott: A1 Instead of just exceeding their expectations, we should be thinking about personalization; more engaging than just wow. #c\\u2026 True RT @seventhman: @GregOrtbach that's a challenging task... it's like making customers see red when they are color-blind. #custserv Social allows transparency & consistency on public forum re: showing customer expectations are excessive #Custserv You also have to be clear on what you can and cannot provide. Don't lead them to a well w/ no water. #custserv YES! RT @MarkOrlan: A2: realistic in whos terms? Customer expectations are always realistic in the customers view. #custserv @MarkOrlan But what if you post plain terms of sale and customer doesn't read, how do you make good? #custserv So glad you made it! Welcome. RT @AkiaGarnett: Hello, Hello, Hellon #custserv

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@AkiaGarnett in the house! #custserv A2 Define what's real first... and try the unthinkable - of making parallel lines meet #custserv tpgoebel Is creating one extreme WOW experience among many average custexps more powerful than consistently being slightly above avg? #custserv AlHopper_ Back atcha, Akia! Glad you made it! RT @AkiaGarnett: Hello, Hello, Hellon #custserv mjayliebs A2: Every Time you "Wow" a customer, do you reset expectations (ok, that is a question embedded in an answer #custserv MarshaCollier @mjayliebs Got it #custserv MarkOrlan @AlHopper_ let us know when the Chinese food gets there. Save a spring roll for me please. #custserv AlHopper_ @seventhman Hello, good sir! welcome again this evening to #custserv VickieMacFadden @MarshaCollier shipping one of most misunderstood areas by customers! #Custserv SachinMehta2012 A2. Stable and Reliable work quite often #custserv Hyken RT @JamesMSama: A1: Nobody tells their friends about a brand who just met their basic needs. Exceeding = fuel of word of mouth. #custserv AkiaGarnett Ready to jump into the chat. Where were we? : #custserv JLThomasII RT @eisconsulting: You have to develop an honest rapport w/ clients so they trust in you. They are looking to you for guidance not just agr\\u2026 GregOrtbach @MarshaCollier @mjayliebs "Every time you "wow" a customer, a company gets to keep it's client. -unknown #custserv AshliMazer Sorry I am late!!n #Custserv AlHopper_ @MarkOrlan If I suddenly stop tweeting, you'll know why ;0 hard to be a greeter with a full mouth #custserv MarshaCollier "Wow" happens in an instant, you want to be on top of customer's mind by constantly romancing and caressing them #custserv AshliMazer High tweet warning, Friends! #Custserv AnnePurnell RT @Hyken: A2: The customers expectations are their perception. And the customers perception is their reality. #custserv MarkOrlan @MarshaCollier good point. Customers rarely read the terms. They just expect what they expect. So patience and empathy are virtues.#custserv BH_Social Outrage is dampened by public on #social when brand provides consistent, authentic assistance politely & effectively #Custserv khaffert Time to get into this session. #custserv MarshaCollier Q3: Does your company's actions match its words when servicing clients? How can you tell if there is a gap? #custserv JLThomasII RT @eisconsulting: Meeting a customers basic needs is your foundational responsibility. If that is your benchmark of success, you have a bi\\u2026 AlHopper_ Good evening, Ashli! Welcome, welcome! RT @AshliMazer: High tweet warning, Friends! #Custserv EButtsCPA What's going on #custserv AlHopper_ RT @MarshaCollier: Q3: Does your company's actions match its

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words when servicing clients? How can you tell if there is a gap? #custserv GregOrtbach RT @MarshaCollier: Q3: Does your company's actions match its words when servicing clients? How can you tell if there is a gap? #custserv . JLThomasII RT @eisconsulting: You also have to be clear on what you can and cannot provide. Don't lead them to a well w/ no water. #custserv AlHopper_ Another wonderful chat! Glad you made it! RT @EButtsCPA: What's going on #custserv zacharyjeans RT @GregOrtbach: RT @MarshaCollier: Q3: Does your company's actions match its words when servicing clients? How can you tell if there is a \\u2026 SachinMehta2012 RT @MarshaCollier: "Wow" happens in an instant, you want to be on top of customer's mind by constantly romancing and caressing them #custse\\u2026 EButtsCPA Business as usual for me : \\u201c@AshliMazer: High tweet warning, Friends! #Custserv\\u201d eisconsulting RT @AkiaGarnett: Ready to jump into the chat. Where were we? : ~ Customer expectations! Are they realistic...was Q2 #custserv MarshaCollier @MarkOrlan grrrr it's either free or fast - take your pick - they are given the option #custserv khaffert @AshliMazer Ohh, that is a good idea. Warning warning danger. : #custserv JamesMSama Your most unhappy customers are your greatest source of learning. @BillGates #CustServ EButtsCPA RT @MarshaCollier: Q3: Does your company's actions match its words when servicing clients? How can you tell if there is a gap? #custserv TheCEInstitute RT @MarshaCollier: Q3: Does your company's actions match its words when servicing clients? How can you tell if there is a gap? #custserv MarkOrlan @AlHopper_ c'mon, don't tell me you can't tweet and use chopsticks at the same time? #custserv #fail Hyken RT @MarshaCollier: Q3: Does your companys actions match its words when servicing clients? How can you tell if there is a gap? #custserv MarshaCollier #custserv RT @SachinMehta2012: @GregOrtbach @MarshaCollier @mjayliebs Agreed , I've left quite a few happy 'clients' ; AshliMazer RT @JamesMSama: Your most unhappy customers are your greatest source of learning. - @BillGates #Custserv TheCEInstitute A3: Clear targets and high expectations lead to a dwindling gap. #custserv AlHopper_ A3 I think we do a good job, but when a gap is found we move to close it #custserv AkiaGarnett #Customer expectations are very real. They base their expectations on our communication about the company's products and services #custserv EButtsCPA @AlHopper_ much appreciated! #custserv LovelyLu A3 If there is a gap, we hear about it. Customers are no longer quiet. #CustServ

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GregOrtbach

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A3: I think this is where the true cream rises to the top. Many miss top #custserv chasing bottom line. eisconsulting RT @JamesMSama: Your most unhappy customers are your greatest source of learning. - @BillGates ~ Yep... #custserv BH_Social A3 Sentiment analysis and tracking of how often a type of issue occurs can help discover messaging gap #Custserv AshliMazer I always say... Be afraid of the customers that don't share. Usually means they don't care. Feedback means they care! #Custserv MarshaCollier @flavmartins geez, why's you do that? #custserv seventhman A3 Identifying gaps is simple = when customer asks for account cancellation due to frustration #custserv AlHopper_ I can barely use em asis RT @MarkOrlan: @AlHopper_ c'mon, don't tell me you can't tweet and use chopsticks at the same time? #custserv #fail TSIAConferences RT @coveo: We're @TSIAConferences #TSW13! Stop by the Coveo booth to learn more about how we're transforming #knowledgemanagement for #cust\\u2026 AkiaGarnett Cognitive Dissonance i.e. buyers remorse is what happens when a customer's experience doesn't match the pre purchase expectations #custserv Hyken A3: A brand is the co's. reputation. It is a promise to the customer that is kept. Any gap erodes the brand confidence. #custserv khaffert A3: Larger companies have trouble making sure it all comes together #beatlereference. #custserv MarshaCollier Good one--> RT @AshliMazer: Be afraid of the customers that don't share. Usually means they don't care. Feedback means they care! #Custserv AshliMazer RT @Hyken: A3: A brand is the cos. reputation. It is a promise to the customer that is kept. Any gap erodes the brand confidence. #Custserv EButtsCPA Good question \\u201c@MarshaCollier: @flavmartins geez, why's you do that? #custserv\\u201d eisconsulting If there is a gap b/n the company's words & actions, u hv to consider when/where/why/how the gap was created. Solve from the root. #custserv HollyChessman A3 It's impt to be upfront from the start. Ensure you aren't overselling and clearly state the parameters of your offering #custserv SJAbbott Yes. Feedback is a gift. Embrace it. MT @AshliMazer: Feedback means they care! #Custserv MarkOrlan RT @SJAbbott: Yes. Feedback is a gift. Embrace it. MT @AshliMazer: Feedback means they care! #Custserv MarshaCollier @DaniaEdibleHI Please feel free to chime into the #custserv chat don't forget the hashtag! AkiaGarnett The blessing's on the company to wow the client, not the other way around. Customers may not share,but companies still have 2 care #custserv SachinMehta2012 A3. Last company I worked for, their actions were based on "manual of customer service" publication 1953 #custserv EButtsCPA @MarshaCollier @AshliMazer or are vengeful. #custserv astrostation "@MarshaCollier: "Wow" happens in an instant, you want to be on top

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of customer's mind by constantly romancing and caressing them #custserv" seventhman TRUE>> RT @JamesMSama Your most unhappy customers are your greatest source of learning. - @BillGates #custserv GregOrtbach Q4: Is there a difference between customer expectations relating to price versus service? Is it one or the other? #custserv blogomomma A3 @MarshaCollier I feel it's part of #custserv to identify any gap and find a way to fill it SachinMehta2012 RT @MarshaCollier: @DaniaEdibleHI Please feel free to chime into the #custserv chat - don't forget the hashtag! AlHopper_ BING! RT @SJAbbott: Yes. Feedback is a gift. Embrace it. MT @AshliMazer: Feedback means they care! #custserv eisconsulting Brand loyalty is contingent upon the customer's reliance on the company's words and actions to align. A gap is contradictory. #custserv Hyken RT @AshliMazer: I always say.. Be afraid of the customers that dont share. Usually means they dont care. Feedback means they care! #custserv AlHopper_ RT @GregOrtbach: Q4:Is there a difference between customer expectations relating to price versus service? Is it one or the other? #custserv FlyingPhotog @MarshaCollier @AshliMazer That's right. Businesses should view complaints as opportunities to improve, not to drum up trouble. #custserv SJAbbott A3 Remember, the gap only exists in your mind. The customers' experience is how you delivered the promise. Pass or fail? #custserv MarshaCollier @FlyingPhotog Thanks for joining in the convo! #custserv AlHopper_ A4 We've been conditioned to accept higher prices for higher service, but it doesn't have to be that way #custserv AshliMazer @eisconsulting - Yes!!!! #Custserv LovelyLu A4 It has to be both. Expectations aren't one dimensional. #CustServ GregOrtbach @SJAbbott Great point. And ask and tune in to the answer. Don't wait for the survey results. #custserv MarkOrlan A4: Don't customers just want a 'fair' price for 'good' service? #custserv ...as service levels increase, so can price Hyken RT @GregOrtbach: Q4: Is there a difference between customer expectations relating to price versus service? One or the other? #custserv MarshaCollier .RT @GregOrtbach: Q4: Is there a difference between customer expectations relating to price versus service? Is it one or other? #custserv SachinMehta2012 A4. Yes, more it costs - quality of product and service will be relatively high as well #custserv AbeGrimes Abe says Internet Sales tax will piss people of and cause #custserv nightmares http://t.co/l4KEEQKyww zacharyjeans RT @MarshaCollier: .RT @GregOrtbach: Q4: Is there a difference between customer expectations relating to price versus service? Is it one or\\u2026 seventhman RT @GregOrtbach: Q4: Is there a difference between customer expectations relating to price versus service? One or the other?

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#custserv TheCEInstitute RT @GregOrtbach: Q4: Is there a difference between customer expectations relating to price versus service? Is it one or the other? #custse\\u2026 astrostation @MarshaCollier:@AshliMazer: Be afraid of the customers that don't share. Usually means they don't care. Feedback means they care! #Custserv eisconsulting \\u201c@AshliMazer: @eisconsulting - Yes!!!! #Custserv\\u201d ~ Cha-ching, :BH_Social A4 To that point, do more assets need to go into agents versus quality of assistance provided #Custserv sanchezjb Joining #custserv! It's been a while! Hyken A4: Today you can expect value with service, but doesn't always mean lowest price. #custserv SJAbbott A4 Think "price" and you'll race to the bottom in service. Think "value" and you'll strive to create something amazing. #custserv HollyChessman A3 A gap sometimes appears if the cust has a need that wasn't stated clearly at the beginning &so wants more than he paid 4 #custserv manifest_1 RT @Hyken: A4: Today you can expect value with service, but doesn't always mean lowest price. #custserv GregOrtbach Many thanks to @AlHopper_ and the #custserv community for the question RT's. Appreciated! Hyken A4: Aldo Gucci once said, "Quality is remembered long after price is forgotten." #custserv AkiaGarnett Price IS expectation.The greater the price, the greater the expectation.The lower the price the lower the expectation. #thinkPRICE #custserv TheCEInstitute A4: Expectations for price are driven by the quality of the service. One is enhanced by the other. #custserv astrostation @MarshaCollier: Q3: Does your company's actions match its words when servicing clients? How can you tell if there is a gap? #custserv KarenLocker when things are too low priced people tend to have lower expectations #custserv zacharyjeans A4: If your product performs according to its advertising, my expectations are met, regardless of pricing. #custserv Hyken RT @SJAbbott A4 Think "price" & you'll race to the bottom in service. Think "value" & you'll strive to create something amazing. #custserv MarshaCollier Well put--> RT @Hyken: Today you can expect value with service, but doesn't always mean lowest price. #custserv theBGexperience RT @Hyken: A4: Aldo Gucci once said, "Quality is remembered long after price is forgotten." #custserv marksalke RT @SJAbbott: A4 Think "price" and you'll race to the bottom in service. Think "value" and you'll strive to create something amazing. #cust\\u2026 astrostation @MarshaCollier: True story --> RT @BH_Social: For every ridiculous expectation comes unsustainable business resolution attempt. #custserv AlHopper_ A4 I know I reward better for better service. Ask any waitstaff that has exceeded my expectations #custserv SachinMehta2012 A4. It's really cool when I get service that is above and beyond my

2013-05-08 1:27 am

eisconsulting

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ABHuret sanchezjb AshliMazer blogomomma MarianLiberryan seventhman eisconsulting ABHuret JJRiquelmeM GregOrtbach MarshaCollier StephCosby AlHopper_ SJAbbott AshliMazer HollyChessman BH_Social ABHuret astrostation

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GregOrtbach Cherylceballos

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astrostation eisconsulting Hyken

expectations - I'm like Wow, that was awesome #custserv Expectation: to get a great product you have to pay a great cost, which often means if the cost is too low, ppl doubt the product. #custserv Q4 Custs may be willing to pay a premium for good service, but it better be consistent. #custserv (just getting home, sorry @sjabbott Challenge is to know what value resonates with your customers. #custserv A4 - Based on the consistent experience ur customers receive, They have no idea what ur competitors charge - @JohnDiJulius #Custserv Concur ! ;D @SJAbbott #custserv Exc custserv from Mannys staffer on smoke break. She gave a lost driver directions to Lidias. @Hyken and yet, we see folks go for a cheaper knockoff of something good out there. #custserv RT @BH_Social: For every ridiculous expectation comes unsustainable business resolution attempt. ~ Well said... #custserv RT @MarshaCollier: Well put--> RT @Hyken: Today you can expect value with service, but doesn't always mean lowest price. #custserv RT @MarshaCollier: Well put--> RT @Hyken: Today you can expect value with service, but doesn't always mean lowest price. #custserv @ABHuret @Hyken ->There is that word "consistency" again. #loveit #custserv @KarenLocker Except the buyers on eBay, right? #custserv @BH_Social dropping #Custserv knowledge on twitter all the time @ABHuret Glad you made it home safely. Welcome to a very lively chat this evening. #custserv A4 Engaging service has an implied parallel with value and price, but it's not written in stone. #custserv A4 - price becomes irrelevant when you truly WOW #Custserv A4 I expect good service no matter what. I at least need politeness and understanding if not always agreement. #custserv A4 I think price has to steer bc the dept is likely based off of revenue. Ppl want to provide best but lights have to stay on #Custserv THIS: @KarenLocker: when things are too low priced people tend to have lower expectations #custserv @MarshaCollier: Can you?RT @GregOrtbach: Q2: Are your customer's expectations realistic? If not, how can you help to manage them? #custserv Raise your glasses - believe it or not it's 1/2 time already at #custserv Cheers! RT @MarshaCollier: .RT @GregOrtbach: Q4: Is there a difference between customer expectations relating to price versus service? Is it one or\\u2026 @MarshaCollier: Meeting the customer's basic needs is job one. Making them thrill with WOW is icing on the cake #custserv A1 You have to find the medium b/n not underrating your services w/ a low price, & not overcharging your clients w/ a high one. #custserv People pay for consistency. RT @ABHuret: A4 Custs may be willing to pay a premium for good service, but it better be consistent.

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seventhman FlyingPhotog manifest_1

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VickieMacFadden

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MarshaCollier

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SachinMehta2012 SJAbbott AkiaGarnett JJRiquelmeM AlHopper_

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ABHuret zacharyjeans GregOrtbach

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amykramer eisconsulting VickieMacFadden AlHopper_ MarshaCollier tpgoebel

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AshliMazer SachinMehta2012 AshliMazer astrostation

#custserv RT @AlHopper_ A4 We've been conditioned to accept higher prices for higher service, but it doesn't have to be that way #custserv A4: There's absolutely a relation. Airlines are the perfect example, both in payment "classes" and reduction of perks lately. #custserv RT @Hyken: People pay for consistency. RT @ABHuret: A4 Custs may be willing to pay a premium for good service, but it better be consistent.\\u2026 Do you really think low price leads to lower expectations? When you look at comments on Amazon...lots of unhappy campers at low $ #Custserv LIKE--> "Think price & you'll race to the bottom in service. Think "value" & you'll strive to create something amazing" @SJAbbott #custserv @ABHuret Welcome, so glad you could make it - here.... you can have my chair ...I'll stand : #custserv @sanchezjb Yes. When you set an expectation for an experience, people will need to agree on a value exchange. #custserv @astrostation - It is in the communication about the products and services. We must clearly state what the experience will be. #custserv RT @MarshaCollier: LIKE--> "Think price & you'll race to the bottom in service. Think "value" & you'll strive to create somethin\\u2026 You beat me to it! My autotweet has 2 min RT @GregOrtbach: Raise your glasses - believe it or not it's 1/2 time already at #custserv Cheers! Disconnect: When price is an expectation of service and that isn't met. #custserv Consistent service is an expression of trust between brand & customer. #custserv Great example. RT @FlyingPhotog: A4: There's absolutely a relation. Airlines are the perfect example, both in payment "classes"... #custserv RT @MarshaCollier: LIKE--> "Think price & you'll race to the bottom in service. Think "value" & you'll strive to create somethin\\u2026 RT @MarshaCollier: LIKE--> "Think price & you'll race to the bottom in service. Think "value" & you'll strive to create somethin\\u2026 @AshliMazer amen! #Custserv Raise your favorite #halftime beverage for a toast in honor of #Zappos #custserv (I'll get the coffee cups down off the rack @sanchezjb Wow- its been a while #custserv RT @seventhman: RT @AlHopper_ A4 We've been conditioned to accept higher prices for higher service, but it doesn't have to be that way #cu\\u2026 A4 #Custserv RT @MarshaCollier: LIKE--> "Think price & you'll race to the bottom in service. Think "value" & you'll strive to create somethin\\u2026 RT @ABHuret: Disconnect: When price is an expectation of service and that isnt met. #Custserv @MarshaCollier: Pl post links, news, deals n promotions during th LAST 5 min of r#custserv chat. We strip all spam to keep pristine

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ABHuret HollyChessman

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LovelyLu Hyken

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eisconsulting astrostation GregOrtbach MarkOrlan

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HollyChessman Hyken AlHopper_

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the_realmalika

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ABHuret GregOrtbach MarshaCollier Hyken

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AkiaGarnett eisconsulting HollyChessman AlHopper_ seventhman SJAbbott GregOrtbach khaffert

archives @SachinMehta2012 always the gentleman, thanks! #custserv @CashFlowsToo @mjayliebs It's the answer to question 1 - join #custserv and you can read along with the discussion & maybe join in too! RT @AlHopper_: Raise your favorite #halftime beverage for a toast in honor of #Zappos (Ill get the coffee cups down off the rack #CustServ YES! Actually creates the trust! RT @zacharyjeans: Consistent service is an expression of trust between brand & customer. #custserv Whatever the price, one thing is for sure, you better deliver, consistently, if you want them to stick around. #custserv @MarshaCollier: Tonight's #custserv chat will be archived with the past on scribd http://t.co/S3ACL8tzFQ I propose a toast to Sir Roy @CustServGreeter @CustServGreeter and @AlHopper_ who is doing a great job tonight! #custserv The ROI of #custexp is in enabling companies to be more profitable because customers will pay a higher price for better service. #custserv @GregOrtbach Good lord that went fast! #custserv RT @eisconsulting: Whatever the price, one thing is for sure, you better deliver, consistently, if you want them to stick around. #custserv To Roy & TY RT @GregOrtbach: I propose a toast to Sir Roy @CustServGreeter and @AlHopper_ who is doing a great job tonight! #custserv RT @AkiaGarnett: Price IS expectation.The greater the price, the greater the expectation.The lower the price the lower the expectation. #th\\u2026 @AlHopper_ still in transit -- post-birthday festivities #custserv Here's where the "seatbelt" comes in handy ; RT @HollyChessman: @GregOrtbach Good lord that went fast! #custserv @GregOrtbach and a toast to Birthday Girl @ABHuret @CustServGreeter @AlHopper_ #custserv RT @GregOrtbach: I propose a toast to Sir Roy @CustServGreeter @CustServGreeter and @AlHopper_ who is doing a great job tonight! #custserv Great chat, folks! I love #CustServ #custserv RT @zacharyjeans: Consistent service is an expression of trust between brand & customer. ~ We like it! : #custserv @GregOrtbach @CustServGreeter @AlHopper_ Hear hear! #custserv That's right! HAPPY BIRTHDAY!!! RT @ABHuret: @AlHopper_ still in transit -- post-birthday festivities #custserv human nature>> RT @ABHuret: THIS: @KarenLocker: when things are too low priced people tend to have lower expectations #custserv Exactly. All about trust. RT @zacharyjeans: Consistent service is an expression of trust between brand & customer. #custserv ABsolutely RT @MarshaCollier: @GregOrtbach and a toast to Birthday Girl @ABHuret @CustServGreeter @AlHopper_ #custserv . @GregOrtbach I second that toast. #custserv

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AlHopper_

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MarshaCollier sanchezjb astrostation

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MarshaCollier tpgoebel GregOrtbach AlHopper_ AshliMazer eisconsulting HollyChessman

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marksalke

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AlHopper_ ABHuret khaffert Hyken AshliMazer paulbarron AlHopper_

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AkiaGarnett

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AlHopper_ MarshaCollier EButtsCPA SJAbbott

RT @SJAbbott: Exactly. All about trust. RT @zacharyjeans: Consistent service is an expression of trust between brand & customer. #custserv usts@AkiaGarnett We love having you #custserv MT @hyken RT @eisconsulting Whatever the price, one thing is for sure, you better deliver, consistently. #custserv "@AkiaGarnett: @astrostation - It is in the communication abt products n services. We mst clearly state wht experience will be. #custserv" Q5: Do you have a formal method of collecting & sharing customer feedback with your team? #custserv Ryanair, unfortunately, still demonstrates that price can be all in certain spaces. Exception? (I hope #custserv RT @MarshaCollier: Q5: Do you have a formal method of collecting & sharing customer feedback with your team? #custserv . RT @MarshaCollier: Q5: Do you have a formal method of collecting & sharing customer feedback with your team? #custserv RT @AlHopper_: Thats right! HAPPY BIRTHDAY!!! RT @ABHuret: @AlHopper_ still in transit -- post-birthday festivities #Custserv RT @ABHuret: @AlHopper_ still in transit -- post-birthday festivities ~ Awww, Happy Birthday (belated :!! #custserv @MarshaCollier @GregOrtbach @ABHuret @CustServGreeter @AlHopper_ Hey, sweet, I'm a Taurus too with a bday this weekend! : #custserv And respect. MT @SJAbbott: All about trust. MT @zacharyjeans: Consistent svc is an expression of trust between brand & customer. #custserv @astrostation Hello Ravindra! Glad you are here with #custserv chat @MarshaCollier @GregOrtbach @CustServGreeter @AlHopper_ #custserv Awww! Thanks! Broke the alcohol-fast this weekend, lol. ; RT @MarshaCollier: Q5: Do you have a formal method of collecting & sharing customer feedback with your team? #custserv RT @MarshaCollier: Q5: Do you have a formal method of collecting & sharing customer feedback with your team? #custserv "Don\\u2019t sell products, services, or jobs, sell dreams & a vision" Steve Jobs #Custserv @southwestair You guys are amazing rebooking a flight twice in one day, only by Southwest! Love your #custserv @JeffreyJKingman @HollyChessman Happy BIRTHDAY Holly as well! PARTY Y'all! #custserv @MarshaCollier @GregOrtbach @ABHuret @CustServGreeter Nite! My parting tweet is that regarding client satisfaction, Price = Expectation. Service reinforces that right decision was made #custserv RT @Hyken: RT @MarshaCollier: Q5: Do you have a formal method of collecting & sharing customer feedback with your team? #custserv @Hyken Thanks, appreciate it #custserv @ABHuret happy bday! #custserv @marksalke @zacharyjeans Nice addition, Mark. Trust + Respect x Value = Customer Relationship. #custserv

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astrostation tpgoebel ABHuret GregOrtbach khaffert seventhman HollyChessman AlHopper_

2013-05-08 1:34 am

MarshaCollier

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GregOrtbach blogomomma eisconsulting MarkOrlan AshliMazer

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GregOrtbach AlHopper_ HollyChessman

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MarshaCollier MarshaCollier SJAbbott FlyingPhotog

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HollyChessman

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1jdadam GregOrtbach eisconsulting

@MarshaCollier: Q5: Do you have a formal method of collecting & sharing customer feedback with your team? #custserv A5 not formal, but our VP Customer Experience does share comments from transactional NPS with Sales & Prod Mgmt #custserv @Hyken exactly!! #custserv @AkiaGarnett Well said - and you left me wanting more. : Take care and thanks for joining #custserv A5: A number of ways to gather the information, analysis and presentation. Great insights from the data. Love the data. : #custserv Spot On! >>> RT @zacharyjeans: Consistent service is an expression of trust between brand & customer. #custserv A5 We have done customer surveys periodically #custserv RT @khaffert: A5: A number of ways to gather the information, analysis and presentation. Great insights from the data. Love the data. : #c\\u2026 +1 RT @seventhman: Spot On! >>> RT @zacharyjeans: Consistent service is an expression of trust between brand & customer. #custserv Thank you Sir! RT @khaffert: @GregOrtbach I second that toast. #custserv A5 @MarshaCollier CRM @salesforce #custserv RT @AkiaGarnett: Regarding client satisfaction, Price = Expectation. Service reinforces that right decision was made. ~ Nice! #custserv Happy Birthday everyone...even if it's not your birthday! Take a break to celebrate great #custserv. A5 - Negative Feedback is immediately shared w/ appropriate Depts for ACTION to happen. Monthly reports of all gathered data. #Custserv RT @MarkOrlan: Happy Birthday everyone...even if it's not your birthday! Take a break to celebrate great #custserv.. Hear Here! RT @MarkOrlan: Happy Birthday everyone...even if it's not your birthday! Take a break to celebrate great #custserv. @AlHopper_ @MarshaCollier @GregOrtbach @ABHuret @CustServGreeter You know it! I'm getting a sitter & living it up! #custserv @blogomomma Really? How big is your client base? #custserv @HollyChessman We love having you #custserv @AkiaGarnett Well said. We'll almost always return for service. We'll almost always compare for price. #custserv \\u201c@MarkOrlan: Happy Birthday everyone...even if it's not your birthday! Take a break to celebrate great #custserv.\\u201d // Works for me! Cheers! @tburgess57 @MarshaCollier @GregOrtbach @ABHuret @CustServGreeter @AlHopper_ Yup! It's gonna be a gooood weekend : #custserv RT @MarshaCollier: LIKE--> "Think price & you'll race to the bottom in service. Think "value" & you'll strive to create somethin\\u2026 Q6: As a company do you share both the wins and the losses with your team? How does this impact clients? #custserv We typically ask throughout the process, during conversation, and

2013-05-08 1:36 am

MarshaCollier

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AlHopper_

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Hyken

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AubreyRogersIns SachinMehta2012

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RedSeedMe

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seventhman sanchezjb AshliMazer GregOrtbach Hyken MarkOrlan VickieMacFadden JamesMSama BH_Social

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HollyChessman MarshaCollier Hyken MarshaCollier SachinMehta2012 AshliMazer SJAbbott MarkOrlan

upon final completion. Informal approach seems to work best. #custserv RT @GregOrtbach: Q6: As a company do you share both the wins and the losses with your team? How does this impact clients? #custserv RT @GregOrtbach: Q6: As a company do you share both the wins and the losses with your team? How does this impact clients? #custserv RT @GregOrtbach: Q6: As a company do you share both the wins and the losses with your team? How does this impact clients? #custserv RT @Hyken: A1: Consistently better than average is actually pretty amazing. They key is consistency. #custserv RT @GregOrtbach: RT @MarkOrlan: Happy Birthday everyone...even if it's not your birthday! Take a break to celebrate great #custserv.. Wrapped up another filming session for our #custserv course with ex @whatnownz presenter @JonsRaela- #nearlythere!! http://t.co/TXsRxDIV6T A5 Custom surveys for me // generic form is a customer's pet peeve #custserv +1 MT @sjabbott @AkiaGarnett We'll almost always return for service. We'll almost always compare for price. #custserv A5 - #Hospitality Departure Survey sent to every guest upon Check-Out, and wait for it... We actually read & reply!!!! #Custserv A6: We sometimes forget to revel in the wins - big mistake. There should be room for both. #custserv A6: Everybody debriefs the bad to make sure it doesn't happen again. Should also debrief the good to make it a habit. #custserv A6: important to share wins, losses, and win-backs with the team. Lessons learned in all cases. #custserv RT @ashlimazer: "Don\\u2019t sell products, services, or jobs, sell dreams & a vision" - Steve Jobs #Custserv A6: Wins & losses should both be known about, if it's ALL wins there's less desire to improve. @MarshaCollier @GregOrtbach #CustServ A5 customer feedback has to be provided candidly to the team top down. Org needs to have trust the transparency improves team #Custserv @MarshaCollier Aw thanks! That's a great bday gift! I love being here - such a great scene #custserv tap tap tap - answers? #6? #custserv RT @GregOrtbach: A6: We sometimes forget to revel in the wins - big mistake. There should be room for both. #custserv +1 RT @JamesMSama: A6: Wins & losses should both be known about, if it's ALL wins there's less desire to improve #CustServ A6. Yes (most of the time & response is positive #custserv A6 - Healthy dose of Constructive Criticism and Praise #Custserv A6 Always share customer success with the team. Assess customer challenges only with those affected, but share learning. #custserv @MarshaCollier I think people were having so much fun they forgot

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the question. #custserv GregOrtbach A6: Like in HR, Exit interviews are important, however so are "Exist" interviews #custserv Share both. BH_Social A6 sharing wins is most effective when it parallels sharing losses. Balance needed to truly appreciate the good, not dismiss bad #Custserv elizonthego Catching the tail end of #custserv Reading backwards now. HollyChessman RT @Hyken: A6: Everybody debriefs the bad to make sure it doesn't happen again. Should also debrief the good to make it a habit. #custserv eisconsulting Sharing good & bad cultivates a trusting environment. It keeps everyone involved and focused. It provides balance. #custserv SachinMehta2012 RT @GregOrtbach: A6: We sometimes forget to revel in the wins - big mistake. There should be room for both. #custserv HowlingFunGames @MarshaCollier @AshliMazer when ur comes to #custserv and feedback- good news is good news, bad news is good news, no news is bad news astrostation "@AlHopper_: @astrostation Hello Ravindra! Glad you are here with #custserv chat" Wednesday morning (IST means #custserv :AlHopper_ Please pardon my imminent silence... Dinner's here and the #custserv boss is calling #custserv khaffert A6: Always good to know what you are doing right. Just as important as knowing where the defects are. #winwin #custserv seventhman @SachinMehta2012 @GregOrtbach @MarkOrlan Celebration! Live life to the max.. #custserv sanchezjb A1 Be wary of embracing "satisfied." Today, that is the "bare minimum." What keeps customers from being "very satisfied?" #custserv AkiaGarnett RT @SachinMehta2012: RT @GregOrtbach: A6: We sometimes forget to revel in the wins - big mistake. There should be room for both. #custserv LovelyLu A6 Important to share the losses so that you can grow as a company. #CustServ BH_Social Sometimes it's easy to just do wins or obsess over losses. Need to aggressively pursue mistakes & count their resolution as a win #Custserv MarshaCollier Q7: Are your business processes clearing the way or getting in the way of providing optimal service? #custserv eisconsulting Focusing solely on the positive or the negative paints a tainted/jilted/biased view of the situation. Keep the cards on the table. #custserv HollyChessman @BH_Social Yes! And use customer feedback as a way to improve, not just punish/reward agents #custserv GregOrtbach RT @MarshaCollier: Q7: Are your business processes clearing the way or getting in the way of providing optimal service? #custserv . AlHopper_ RT @MarshaCollier: Q7: Are your business processes clearing the way or getting in the way of providing optimal service? #custserv SachinMehta2012 RT @GregOrtbach: A6: Like in HR, Exit interviews are important, however so are "Exist" interviews #custserv Share both. Hyken RT @MarshaCollier: Q7: Are your business processes clearing the

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way or getting in the way of providing optimal service? #custserv JonsRaela RT @RedSeedMe: Wrapped up another filming session for our #custserv course with ex @whatnownz presenter @JonsRaela#nearlythere!! http://t\\u2026 AshliMazer A6 - Acknowledging Associates WOW moments. They will learn as much, if not more, than criticizing missed opportunities #Custserv GregOrtbach A7: I've seen this happen and it's not pretty. As a customer, I don't have the patience to jump through your hoops. Solve my prob. #custserv sanchezjb MT @hyken RT @GregOrtbach A6: We sometimes forget to revel in the wins - big mistake. #custserv < Lots can be learned from big wins." SachinMehta2012 RT @MarshaCollier: Q7: Are your business processes clearing the way or getting in the way of providing optimal service? #custserv Andy_Rudin RT @BradBennett: How to Plan Your Sales Year http://t.co/APo9B4wM0E #custserv blogomomma @MarshaCollier nationally thousands - I also find it helpful for my personal biz which is hundreds #custserv HollyChessman A6 We write up internal win stories for all to learn from #custserv MarshaCollier @AshliMazer Yes, so important #custserv CustServGreeter RT @marshacollier: Q7: Are your business processes clearing the way or getting in the way of providing optimal service? #custserv MyRight2SpeakUp RT @Hyken: RT @MarshaCollier: Q7: Are your business processes clearing the way or getting in the way of providing optimal service? #custserv SachinMehta2012 A7. Ha ha...I think I'll sit this one out, in case my boss is tuned in :/ #custserv MarkOrlan @MarshaCollier A7: business process too often stifles creativity around delivering great service. #custserv HollyChessman @tburgess57 @MarshaCollier @GregOrtbach @ABHuret @CustServGreeter @AlHopper_ You'll have to send me a pic ; #custserv GregOrtbach @CustServGreeter Where did you come from? :D @marshacollier #custserv SJAbbott A7 Any system or standard that creates a barrier to your promised #custserv experience needs to be changed. Period. Hyken A7: Maybe it's the policies & procedures getting in the way of providing optimal service. #custserv eisconsulting Business processes are tools, guides to assist along the journey. If they hindering more than they are helping, repair or replace. #custserv MarshaCollier BINGO--> RT @Hyken: A7: Maybe it's the policies & procedures getting in the way of providing optimal service. #custserv seventhman RT @GregOrtbach: A7: Ive seen this happen and its not pretty. As a customer, I dont have the patience to jump through your hoops.. #custserv CustServGreeter *peeks in* - Looks like things are going fine! #custserv AshliMazer A7 - Customers do not care about your Policy. Ask yourself "How easy are we to do business with?" #Custserv LovelyLu @CustServGreeter Roy!!! Now my night is complete :- #CustServ

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SachinMehta2012 RT @GregOrtbach: @CustServGreeter Where did you come from? :D @marshacollier #custserv GregOrtbach True - & welcome! RT @AshliMazer: A7 -Customers do not care about your Policy. Ask yourself "How easy are we to do business with?" #Custserv CustServGreeter @lovelylu Hey there Lu! : #custserv MarkOrlan @CustServGreeter Roy!!! We saw you peek in. Hope all is well. #custserv CustServGreeter I sneaked in! RT @gregortbach: @CustServGreeter Where did you come from? :D @MarshaCollier #custserv Hyken RT @AshliMazer A7 - Customers do not care about your Policy. Ask yourself "How easy are we to do business with? #custserv GregOrtbach Q8: What's the best way to handle a client that is perpetually dissatisfied with your product or service? #custserv sanchezjb RT @ashlimazer A7 - Customers do not care about your Policy. Ask yourself "How easy are we to do business with?" #Custserv < Word. seventhman On A7 Is there a study somewhere on customers' reactions when they hear the word 'policy' vs. 'procedure'? #custserv MarkOrlan RT @AshliMazer: A7 - Customers do not care about your Policy. Ask yourself "How easy are we to do business with?" #Custserv MarshaCollier @CustServGreeter You wiley coyote #custserv AkiaGarnett @SJAbbott - YES! Service i.e. Experience is an afterthought for clients, but it must be the beginning thought for brands. #CustServ eisconsulting RT @CustServGreeter: *peeks in* - Looks like things are going fine! ~ Heeeey there! #custserv CustServGreeter Just peachy! RT @markorlan: @CustServGreeter Roy!!! We saw you peek in. Hope all is well. #custserv khaffert A7: When service is impacted, always good to find what the cause is, if policy time to review and improve if possible. #custserv Hyken RT @GregOrtbach: Q8: Whats the best way to handle a client that is perpetually dissatisfied with your product or service? #custserv AlHopper_ Glad you did! RT @CustServGreeter: *peeks in* - Looks like things are going fine! #custserv SJAbbott @AshliMazer Customers can respect policies, as long as the policies are written with #custserv in mind. Respect the experience. MarshaCollier Q8: What's the best way to handle a client that is perpetually dissatisfied with your product or service? #custserv AlHopper_ RT @GregOrtbach: Q8: What's the best way to handle a client that is perpetually dissatisfied with your product or service? #custserv CustServGreeter <opens Acme Twitter Tool> RT @marshacollier: @CustServGreeter You wiley coyote #custserv GregOrtbach Most procedures are avoided or feared. Most outcomes are as a result of following procedure. #custserv @seventhman MarkOrlan A8: Fire those types of clients. They often cost more than they're worth! #custserv CustServGreeter Hi! : RT @eisconsulting: RT @CustServGreeter: *peeks in* - Looks like things are going fine! ~ Heeeey there! #custserv Hyken A8: Perpetually dissatisfied? Why would they keep doing biz with you then? How do they affect the employees? #custserv HollyChessman A8 Can't please everyone all the time. See if the complaints are legit

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or if the person is looking for flaws that aren't there #custserv GregOrtbach Freedom starts here. RT @MarkOrlan: A8: Fire those types of clients. They often cost more than they're worth! #custserv CustServGreeter RT @marshacollier: Q8: What's the best way to handle a client that is perpetually dissatisfied with your product or service? #custserv MarshaCollier ustserv@CustServGreeter (dropping anvil #custserv Hyken RT @MarshaCollier: Q8: Whats the best way to handle a client that is perpetually dissatisfied with your product or service? #custserv ideafirerss RT @Hyken: A6: Everybody debriefs the bad to make sure it doesn't happen again. Should also debrief the good to make it a habit. #custserv FlyingPhotog A7: If your process is "textbook" & doesn't include giving your employees a voice & power to decide, they can't serve optimally. #custserv VickieMacFadden @GregOrtbach ummm...fire them? Seriously, not all companies/ services are good match w/some customers. Evaluate. Make best call. #Custserv elizonthego RT @sjabbott: A7 Any system or standard that creates a barrier to your promised #custserv experience needs to be changed. Period. CustServGreeter @sachinmehta2012 Moi??? : #custserv HollyChessman @tburgess57 @MarshaCollier @GregOrtbach @ABHuret @CustServGreeter @AlHopper_ And the check's in the mail, huh? #custserv SachinMehta2012 A8. Make funny faces when customer is not looking #custserv SJAbbott A8 Agree to disagree and go separate ways. Honour your values and vision for the customers who share it with you. #custserv MarkOrlan RT @SachinMehta2012: A8. Make funny faces when customer is not looking #custserv eisconsulting Dissatisfied client? Must determine why. If it's w/n your control or ability to fix it, do so. If not, charge the loss & move on. #custserv seventhman A8 I guess, this is where you burn the bridges.. #custserv AshliMazer \\u201cFailure is simply an opportunity to begin again, this time more intelligently.\\u201d - Henry Ford #Custserv StephCosby RT @BH_Social: Sometimes it's easy to just do wins or obsess over losses. Need to aggressively pursue mistakes & count their resolution\\u2026 AshliMazer RT @SJAbbott: A8 Agree to disagree and go separate ways. Honour your values and vision for the customers who share it with you. #Custserv LovelyLu A8 Try to find the learning moment. You can find some kind of value in every client, even those you cut loose. #CustServ HollyChessman Oh I'm good at that! :p RT @SachinMehta2012: A8. Make funny faces when customer is not looking #custserv GregOrtbach A8: Whenever possible learn from them whatever you can. Multiple sides to every story, but determine if you're not a fit. #custserv VickieMacFadden I had client yrs ago I fired. Perpetually unhappy. I asked why she kept coming back. She told me no one else Wed put up with her! #Custserv eisconsulting RT @sjabbott: A7 Any system/standard that creates a barrier 2 your promised #custserv experience needs 2 be changed. Period.~YEP!

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#custserv MarkOrlan Great timing! RT @AshliMazer: \\u201cFailure is simply an opportunity to begin again, this time more intelligently.\\u201d - Henry Ford #Custserv seventhman RT @GregOrtbach: Freedom starts here. RT @MarkOrlan: A8: Fire those types of clients. They often cost more than theyre worth! #custserv AkiaGarnett @Hyken - Call the person. Have a real conversation. Talk it out.Talk talk talk & not text. Not tweet, or FB MS or IM. Novel right? #custserv Hyken A8: Is the customer worth doing business with? #custserv FlyingPhotog A8: Kiss them goodbye. Herb Kelleher did that once, in a famous letter to "Dear Mrs Crabbypants." #custserv enm47 RT @MarshaCollier: LIKE--> "Think price & you'll race to the bottom in service. Think "value" & you'll strive to create somethin\\u2026 sanchezjb A8 Determine if anyone frm ur org has ever talked to the customer & attempted to fix the customer's source of dissatisfaction. #custserv eisconsulting RT @LovelyLu: A8 Try to find the learning moment. You can find some kind of value in every client, even those you cut loose. ~Yes! #custserv SachinMehta2012 RT @seventhman: RT @GregOrtbach: Freedom starts here. RT @MarkOrlan: A8: Fire those types of clients. They often cost more than theyre wort\\u2026 HollyChessman @VickieMacFadden Ha! I've had that too. Eventually fired the client too. #custserv elizonthego Yes! RT @hyken: A1: Consistently better than average is actually pretty amazing. They key is consistency. #custserv AlHopper_ @VickieMacFadden my wife hears that a lot #custserv Hyken RT @AkiaGarnett: @Hyken - Call the person. Have a real conversation. Talk it out. Not text. Not tweet, FB MS or IM. #custserv GregOrtbach For a device invented in 1876, many sure still avoid it. @AkiaGarnett @Hyken #custserv VickieMacFadden Last tweet should be "would" not "Wednesday"...love auto correct! : #Custserv AkiaGarnett The phone is still the great asset for customer service - but to many, it is still the greatest enemy. Clients want to talk. #custserv tpgoebel A8: show history of things you've done to try&pls them. If they still disagree, find kind words & try bow out of relationship #custserv MarshaCollier Keep the great answers coming. This is why thousands of people read #custserv transcripts on @scribd ! CustServGreeter RT @elizonthego: Yes! RT @hyken: A1: Consistently better than average is actually pretty amazing. They key is consistency. #custserv BH_Social A8 I think there's a lot of value in getting honest feedback from a brand detractor, then assist them to another provider #Custserv SachinMehta2012 A8. If you really wanted to go there, guess you could provide relevant alternatives :/ #custserv elizonthego RT @hyken: RT @AkiaGarnett: @Hyken - Call the person. Have a real conversation. Talk it out. Not text. Not tweet, FB MS or IM. #custserv GregOrtbach RT @MarshaCollier: Keep the great answers coming. This is why

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thousands of people read #custserv transcripts on @scribd ! . tpgoebel RT @GregOrtbach: A8: Whenever possible learn from them whatever you can. Multiple sides to every story, but determine if you're not a fit. \\u2026 JMRWorldwide RT @CRMsvc: @EnghouseInterac Updates Its Quality Management Suite http://t.co/lrNIktQWmR via @CRM #crm #cctr #custserv #customerservice #\\u2026 MarshaCollier Q9: As a consumer do you routinely express your expectations to companies or do you expect them to read your mind? #custserv HollyChessman @tburgess57 Excuses, excuses... #custserv sanchezjb A8 Anyone see the #MadMen scene Sunday night where #DonDraper fired the client? #custserv GregOrtbach A8: Agreed. Don't wait for the survey. Ask and listen. #custserv ideafirerss RT @Hyken: RT @GregOrtbach: Q2: Are your customers expectations realistic? If not, how can you help to manage them? #custserv AkiaGarnett @GregOrtbach @Hyken - LOL - Painful picking up the phone - Hello, is this thing on... Hello! #CustServ LOL SachinMehta2012 RT @MarshaCollier: Keep the great answers coming. This is why thousands of people read #custserv transcripts on @scribd ! GregOrtbach Q9: As a consumer do you routinely express your expectations to companies or do you expect them to read your mind? #custserv ABHuret RT @Hyken: A8: Is the customer worth doing business with? #custserv KarenLocker A8- usually try and talk with the person and decide we are not a good fit help them find someone else that would be a better fitn #custserv mdyoder RT @MarshaCollier: Good one--> RT @AshliMazer: Be afraid of the customers that don't share. Usually means they don't care. Feedback mean\\u2026 MarshaCollier @sanchezjb Haven't watched it yet #custserv AlHopper_ RT @MarshaCollier: Keep the great answers coming. This is why thousands of people read #custserv transcripts on @scribd ! eisconsulting RT @AkiaGarnett: The phone is still the great asset for customer service - but to many, it is still the greatest enemy. ~Truth... #custserv SachinMehta2012 RT @MarshaCollier: Q9: As a consumer do you routinely express your expectations to companies or do you expect them to read your mind? #cus\\u2026 GregOrtbach A9: I expect them to live up to their advertising claims. And I tell them when I'm disappointed and why. #custserv JamesMSama #CustServ is like dating: Get to know each other online, but when it comes to truly building rapport, nothing beats phone & in person. BH_Social It's important any assistance program audits itself to make sure why an unhappy client wasn't helped & what could be done diff #Custserv AlHopper_ RT @MarshaCollier: Q9: As a Cust do you routinely express your expectations to companies or do you expect them to read your mind? #custserv LovelyLu A9 I used to want them to guess my needs, now I let them know! If you want my biz then keep me happy! #CustServ tpgoebel A9 good one. I don't. But I guess I should do that more. Helps set the stage #custserv

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SJAbbott

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A9 I expect them to deliver their promise and engage me in the moment. How hard can that be? #custserv eisconsulting @AkiaGarnett The phone allows them to hear a compassion and sincerity that may not transcribe well in written form. It adds value. #custserv ABHuret A8 Sketchy, but where there is smoke, there's fire. Can usually find a paper or e-trail of grievances. #custserv Hyken RT @GregOrtbach: Q9: As a consumer do you routinely express your expectations to co's or do you expect them to read your mind? #custserv tpgoebel RT @GregOrtbach: Q9: As a consumer do you routinely express your expectations to companies or do you expect them to read your mind? #custs\\u2026 AshliMazer A9 - If I care - I express, if they have lost me... I walk away. #Custserv MarshaCollier I (sadly expect a business to read my --> MAKE DOING BUSINESS EASY (please #custserv HollyChessman A9 I am like Sally from When Harry Met Sally - maybe I over express my thoughts on what I want : #custserv AlHopper_ RT @JamesMSama: #CustServ is like dating: Get to know each other online, but when it comes to truly building rapport, nothing beats phone &\\u2026 eisconsulting RT @JamesMSama: Get to know each other online, but when it comes to truly building rapport, nothing beats phone & in person. #custserv SachinMehta2012 A9. Hmm, not the first time but over time yes #custserv SOCAPOz RT @Hyken: RT @MarshaCollier: Q7: Are your business processes clearing the way or getting in the way of providing optimal service? #custserv BH_Social A9 as a consumer in the industry, I try to find replicable elements if more simple business into my more complex efforts #Custserv blogomomma A8 @MarshaCollier efficiently, promptly and I prefer in writing- there's no he sed /she sed #custserv Hyken A9: I make my expectations very clear. That way they know what to meet or exceed - or tell me to go elsewhere. #custserv elizonthego As do I. Great wisdom & experience here. RT @marshacollier: Keep the great answers coming. This is why thousands of people read #custserv... MarkOrlan A9: as a #custserv professional, I tend to share feedback with brands...positive or negative. Unfortunately brands rarely acknowledge. GregOrtbach A9: Companies should work as hard keeping clients as they do acquiring them #custserv AshliMazer RT @MarshaCollier: I (sadly expect a business to read my --> MAKE DOING BUSINESS EASY (please #Custserv tpgoebel Love it MT @KarenLocker: A8 help them find someone else that would be a better fit #custserv FlyingPhotog A9: I don't typically express expectations before hand, but if realistic expectations aren't met then I let it be known. #custserv ABHuret A9 Regularly. But I'm diplomatic. They get the good, the bad, and the ugly. #custserv

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MarshaCollier @elizonthego Thank you #custserv SachinMehta2012 RT @AshliMazer: A9 - If I care - I express, if they have lost me... I walk away. #Custserv HollyChessman @tburgess57 I think I get enough of small cute things that jump all over me with my kids #custserv BH_Social Sometimes replicating very simple, cheap niceties in high level business makes a bigger impact #handwrittencards #Custserv Pat_Cluett RT @MarshaCollier: Q9: As a Cust do you routinely express your expectations to companies or do you expect them to read your mind? #custserv AshliMazer Yes!!!! RT @GregOrtbach: A9: Companies should work as hard keeping clients as they do acquiring them #Custserv MarshaCollier She's a SMART one RT @tpgoebel: Love it MT @KarenLocker: A8 help them find someone else that would be a better fit #custserv AkiaGarnett Customer's always right. Onus is on service deliverer to impress. Clients pay, service deliverers provide. Expectations = Promise #custserv eisconsulting Expectations should be acknowledged, early, on both ends. Long term customers may feel more comfortable expressing though. #custserv GregOrtbach Tried this and got a neg review ; RT @tpgoebel: @KarenLocker: A8 help them find someone else that would be a better fit #custserv VickieMacFadden A9 Aren't all customer service reps supposed to be equipped with crystal balls? :n #custserv SachinMehta2012 RT @GregOrtbach: A9: Companies should work as hard keeping clients as they do acquiring them #custserv sanchezjb A8 Don't "fire the customer" unless u 1st know what's been done to satisfy customer. Doesn't mean customer's right but learn 1st. #custserv KarenLocker I just want what I asked for, so to my thinking mind reading is not required, nor is expressing expectations #custserv MarshaCollier YES!!! RT @VickieMacFadden: A9 Aren't all customer service reps supposed to be equipped with crystal balls? :r #custserv ABHuret Generally speaking, many nuances/context is lost via email, tweets, posts, blogs, etc. Cue: #PickUpThePhone #custserv SoMMercialMrktg RT @marshacollier: As a consumer do you routinely express your expectations to companies or do you expect them to read your mind? #custserv MarkOrlan RT @VickieMacFadden: A9 Aren't all customer service reps supposed to be equipped with crystal balls? : #custserv Hyken AMEN! RT @GregOrtbach: A9: Companies should work as hard keeping clients as they do acquiring them #custserv elizonthego Life long customer's take work RT @gregortbach: A9: Companies should work as hard keeping clients as they do acquiring them #custserv FutureBizExpert RT @GregOrtbach: Q9: As a consumer do you routinely express your expectations to companies or do you expect them to read your mind? #custs\\u2026 seventhman A9 Unless they can read minds, I'd rather be straight-forward.. #custserv

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GregOrtbach

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+1 RT @sanchezjb: A8 Don't "fire the customer" unless u 1st know what's been done to satisfy customer... learn 1st. #custserv Pat_Cluett RT @GregOrtbach: Q8: What's the best way to handle a client that is perpetually dissatisfied with your product or service? #custserv GregOrtbach Q10: What companies stand out that have exceeded your expectations? How? #custserv AlHopper_ +1RT @MarkOrlan: A9: as a #custserv professional, I tend to share feedback with brands...positive or negative. Unfortunately brands ... HollyChessman @Hyken You are the kind of customer I love! I'm all about transparency and honesty on both sides #custserv CustServGreeter RT @jamesmsama: #CustServ is like dating: Get to know each other online, but when it comes to truly building rapport, nothing beats phone... khaffert A9: I give them the room. If nothing, then I will detail what I expect. Always a good see how their service works. #custserv sanchezjb RT @marshacollier She's a SMART one RT @tpgoebel Love it MT @KarenLocker A8 help them find someone else that would be a better fit #custserv FlyingPhotog \\u201c@VickieMacFadden: A9 Aren't all customer service reps supposed to be equipped with crystal balls? :n #custserv\\u201d // Brass ones actually. MarshaCollier @HollyChessman Me too! #custserv @Hyken CustServGreeter RT @gregortbach: Q10: What companies stand out that have exceeded your expectations? How? #custserv blogomomma A9 @MarshaCollier it's important to "be" a good customer- be pleasant, be informed, be prepared- know & state ur purpose #custserv AshliMazer @GregOrtbach - @Zappos every time #Custserv tpgoebel Amen @ABHuret: Generally speaking, many nuances/context is lost via email, tweets, posts, blogs, etc. Cue: #PickUpThePhone #custserv SachinMehta2012 RT @GregOrtbach: Q10: What companies stand out that have exceeded your expectations? How? #custserv AkiaGarnett #RuthsChris #Nordstrom RT @GregOrtbach: Q10: What companies stand out that have exceeded your expectations? How? #custserv AlHopper_ @elizonthego good evening to you! I think I missed you at the door #custserv MarshaCollier YES--> RT @blogomomma: A9 Important to "be" a good customerbe pleasant, be informed, be prepared- know & state ur purpose #custserv Hyken RT @GregOrtbach: Q10: What companies stand out that have exceeded your expectations? How? #custserv BH_Social A10 @Delta and @FTD have won a lot of loyalty through transparency in their processes & personal care (follow ups after issue #Custserv khaffert RT @CustServGreeter: RT @gregortbach: Q10: What companies stand out that have exceeded your expectations? How? #custserv MarkOrlan A10: Warby Parker is one brand that consistently exceeds my expectations. Air Canada is at the other extreme, sadly. #custserv MundaneLeader RT @blogomomma: A9 @MarshaCollier it's important to "be" a good customer- be pleasant, be informed, be prepared- know & state ur

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purpos\\u2026 seventhman @VickieMacFadden Imagine what the rep would do to that phone when s/he can't take it anymore. crash.. #custserv eisconsulting MT @KarenLocker A8 help them find someone else that would be a better fit ~ Love it. Service continues. Generosity. Pay it fwd. : #custserv GregOrtbach Nice. RT @tburgess57: @GregOrtbach Starbucks. I dropped my coffee in the parking lot and they replaced it no charge #custserv AshliMazer @GregOrtbach - A lot of small business too. Why? Because I am not another face, they know me!!!! Personal Service. #Custserv MarshaCollier RT @GregOrtbach: Q10: What companies stand out that have exceeded your expectations? How? #custserv AlHopper_ @Pat_Cluett Pat! You did sneak by me. Hope your evening is well? #custserv Restaurant_Lady RT @Hyken: A6: Everybody debriefs the bad to make sure it doesn't happen again. Should also debrief the good to make it a habit. #custserv Restaurant_Lady RT @Hyken: RT @AshliMazer: I always say.. Be afraid of the customers that dont share. Usually means they dont care. Feedback means they car\\u2026 AlHopper_ RT @GregOrtbach: Q10: What companies stand out that have exceeded your expectations? How? #custserv GregOrtbach A10: I've had better #custserv from some customers in a business than the business themselves. #allInThisTogether ; PamMktgNut Pls mark your calendar May 21st 5pm et for special #GetRealChat guest-> #IBM #SmarterCommerce & Steve Gold VP Watson Solutions! #custserv enm47 RT @MarshaCollier: Well put--> RT @Hyken: Today you can expect value with service, but doesn't always mean lowest price. #custserv CustServGreeter A10: AmEx is one. Took a silly mistake (merchant's and turned it into a win for me, and for AmEx. #custserv SachinMehta2012 A10. Yes, @GregOrtbach Lots all the time...Just today @AmericanExpress SERVE Card guy @Zappos @AmericanAir #custserv HollyChessman A10 Amazon has been good about replacing bad or lost items and making sure things arrive when promised #custserv 1980tlnelson RT @elizonthego: Life long customer's take work RT @gregortbach: A9: Companies should work as hard keeping clients as they do acquiring the\\u2026 eisconsulting Apple. CSRs are ALWAYS knowledgeable, pleasant and willing to go above and beyond for client retention in our experience. #custserv Hyken A10: Ace Hardware: The most helpful stores on the planet! Well staffed, great inventory and the people know their stuff! #custserv AshliMazer A10 - A lot of small business too. Why? Because I am not another face, they know me!!!! Personal Service. #Custserv Hyken RT @CustServGreeter: A10: AmEx is one. Took a silly mistake (merchants and turned it into a win for me, and for AmEx. #custserv MarshaCollier @PamMktgNut Thanks for following the #custserv 5 minute rule AkiaGarnett @eisconsulting - Yes. #CustServ - Phone is our friend. Company Phone Client ... #ET

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BH_Social

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Brands that are pro-active in trying to assist before a problem has come to head show a focus on quality that deserves recognition #Custserv GregOrtbach @HollyChessman I've also had great "no questions asked" #custserv service from @amazon SJAbbott I know they're famous for it, but #Disney continues to impress me with the level of attention and detail. #custserv CustServGreeter A10: LL Bean is another--I'm always impressed with their uniformity of good service in stores, and on the phone for service/sales. #custserv MarshaCollier LAST 5 MINUTES of #custserv Time to share! Post links, news, deals and ideas GregOrtbach @AshliMazer It's a very nice touch.#custserv muhammedbingha RT @MarshaCollier: I (sadly expect a business to read my --> MAKE z DOING BUSINESS EASY (please #custserv Steelcase RT @AshliMazer: A7 - Customers do not care about your Policy. Ask yourself "How easy are we to do business with?" #Custserv seventhman +1 RT @AshliMazer: A10 - A lot of small business too. Why? Because I am not another face, they know me!!!! Personal Service. #custserv sanchezjb A10 Do not underestimate the IMPORTANCE of the follow-up. Consistent follow-ups can be a differentiator. #custserv AshliMazer @BH_Social - Yes. Anticipation is a must. #Custserv LovelyLu A10 @AmericanExpress, @BestBuy #CustServ Pat_Cluett Rt @MarshaCollier: Q5: Do you have a formal method of collecting & sharing customer feedback with your team? #custserv HollyChessman A10 Whole Foods and Trader Joe's both have VERY helpful and friendly staff #custserv SachinMehta2012 A10. @Starbucks Free coffee if it's in the brew and not ready #custserv eisconsulting RT @AkiaGarnett: @eisconsulting - Yes. #CustServ - Phone is our friend. Company Phone Client ... #ET ~ *chuckles* Right! #custserv Hyken A10: I love that Amex is more focused on happiness of the member over length of call & other call center metrics. #custserv GregOrtbach @Pat_Cluett Great to see you Pat. #custserv MarkOrlan A10: ...other great brands include Vancity, and ING Direct...they listen and engage. They show they care about the customer. #custserv SachinMehta2012 RT @MarshaCollier: LAST 5 MINUTES of #custserv Time to share! Post links, news, deals and ideas Hyken RT @SJAbbott: I know theyre famous for it, but #Disney continues to impress me with the level of attention and detail. #custserv FlyingPhotog A10: @StarwoodBuzz / @sheratonhotels knocked one out of the park for me. Here's how: http://t.co/tofEFmRJym #custserv nowthink RT @Hyken: A complaining customer can be your best opportunity to show how good you are...and to create a customer evangelist! #custserv SJAbbott My post on the Curse of Exceeding Expectations. Comments are welcome. http://t.co/IzIlqvS7Cl #custserv eisconsulting RT @SJAbbott: I know theyre famous for it, but #Disney continues to impress me with the level of attn/detail.~Awesome experience! #custserv

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SachinMehta2012 RT @Hyken: A10: I love that Amex is more focused on happiness of the member over length of call & other call center metrics. #custserv JamesMSama 99 Legendary Customer Service Quotes | http://t.co/XEPXy2O3OT via @Customer1CRM #CustServ HollyChessman @SJAbbott So agree with that one. Disney does it right! #custserv khaffert @SJAbbott Always hear that about #Disney and #Ritz. No matter who you speak with, always have good things to say. #custserv AlHopper_ RT @MarshaCollier: LAST 5 MINUTES of #custserv Time to share! Post links, news, deals and ideas sanchezjb @custservgreeter Gr8 point! Many expected LL Bean's #custserv to suffers after Sears acquisition. Has not happened. Case study? MarkOrlan @SJAbbott nice, I'll have to check that out Stephen. #custserv MarshaCollier @JamesMSama (one of my favorite posts #custserv BH_Social Hope to have a blog post for next week but will check out all of the ones dropped. Have a great week everyone! #Custserv AshliMazer A10 - #Brands that anticipate, are consistent and sell more than a product but an experience. #Custserv Pat_Cluett Rt @GregOrtbach: Q10: What companies stand out that have exceeded your expectations? How? #custserv GregOrtbach My father couldn't get any help in the sales or service floor at his motorcycle dealer. Ironically they were all watching #custserv vid! marilynsuttle RT @skip7547: Daily #custserv Review by @skip7547 is out! http://t.co/0yhXedyffB \\u25b8 Top stories today via @bsdalton @VickieMacFadden... SJAbbott @HollyChessman Yes. If you ever have the unfortunate experience of Disney medical staff, you'll see the service culture runs deep. #custserv khaffert @AlHopper_ or 300 seconds. #custserv MarkOrlan Right on! RT @AshliMazer: A10 - #Brands that anticipate, are consistent and sell more than a product but an experience. #Custserv sanchezjb @eisconsulting @SJAbbott Disney has a LOB focused on educating other bizs & orgs about its #custserv. tfletchagent RT @Hyken: A complaining customer can be your best opportunity to show how good you are...and to create a customer evangelist! #custserv eisconsulting Publix grocery stores, where shopping is a pleasure, : #custserv HollyChessman Follow http://t.co/NVeBdvn1He for news about quality, communications and customer service #custserv MarkOrlan Ditto for me too. RT @eisconsulting: Publix grocery stores, where shopping is a pleasure, : #custserv AlHopper_ Time to Bite the Customer Service Tower: My #custerv lessons from Maverick & Viper http://t.co/7Z0Lpe4hfW #custserv SachinMehta2012 Thank you to everyone. Tonights #custserv tweet up was way beyond my expectations : #Awesomeness eisconsulting RT @sanchezjb: @eisconsulting @SJAbbott Disney has a LOB focused on educating other bizs & orgs about its #custserv.~ Indeed! #custserv MarshaCollier @Hyken TY 4 #custserv \\u2665 @AkiaGarnett @eisconsulting @khaffert @SJAbbott @tburgess57 @AlHopper_ @GregOrtbach @MarkOrlan @HollyChessman