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custserv
2011-08-09 to 2011-08-10
259 Twitter search results

16 contributors
112 retweets 112 @replies 8 links

Time
User
2011-08-09 11:06 pm GregOrtbach

Tweet
@mandiengram Hello Mandie - how have you been? Will I see you in
a couple hours on #custserv?
@evanhamilton Hows it going Evan? You going to #custserv
tonight? #90mincountdown
Leaving my #sunset photo perch soon to get home a bit late for
tonight's #custserv chat...
Greetings #custserv people!
The weekly #custserv chat is hosted by @MarshaCollier and
@JeffreyJKingman
Tonight's topic was suggested by @berkson0 #custserv
Let's get started with some intros in 140, please! #custserv
@JeffreyJKingman Why thank you! #custserv
Hello there @berkson0 @Toby_Metcalf @mentormarketing
@mike_nunes @BarryBirkett @JodyRogers @ImMarkBernhardt #
custserv
Hello there @RichardNatoli @albertoflorese #custserv
#custserv time (@ Starbucks) http://4sq.com/odGntT
Hello everyone #custserv
@GregOrtbach Hello Greg. #custserv
Hello there @GregOrtbach @catykobe #custserv
One more time--- Topic: Is Tiered Customer Service Ethical, Practical
& Unavoidable? #CustServ
@barrybirkett Hello Barry. Great to be here. #custserv
@LovelyLu Great to see you Louise. #custserv
RT @CustServGreeter: One more time--- Topic: Is Tiered Customer
Service Ethical, Practical & Unavoidable? #custserv
Hello #custserv Is Tiered Customer Service Ethical, Practical &
Unavoidable? Questions coming!
Chat is starting! #custserv
RT @MarshaCollier: Hello #custserv Is Tiered Customer Service
Ethical, Practical & Unavoidable? Questions coming! #custserv
@LovelyLu Thanks friend. #custserv
RT @KateNasser: Chat is starting! #custserv
Gtreetings @JasonPromotesU @LovelyLu @kalynnamadio #
custserv
RT @JeffreyJKingman: Questions on the way.. #s 1-8 to ask... #
custserv
@custservgreeter Greetings Sir. #custserv
Hello Kate! @KateNasser #custserv

2011-08-09 11:32 pm GregOrtbach
2011-08-10 12:47 am ImMarkBernhardt
2011-08-10 12:50 am CustServGreeter
2011-08-10 12:52 am CustServGreeter
2011-08-10 12:54 am
2011-08-10 12:54 am
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2011-08-10 12:56 am

CustServGreeter
CustServGreeter
CustServGreeter
CustServGreeter

2011-08-10 1:01 am
2011-08-10 1:01 am
2011-08-10 1:02 am
2011-08-10 1:02 am
2011-08-10 1:03 am
2011-08-10 1:03 am

CustServGreeter
GregOrtbach
JasonPromotesU
JasonPromotesU
CustServGreeter
CustServGreeter

2011-08-10 1:03 am
2011-08-10 1:04 am
2011-08-10 1:04 am

JasonPromotesU
JasonPromotesU
JasonPromotesU

2011-08-10 1:04 am

MarshaCollier

2011-08-10 1:04 am
2011-08-10 1:04 am

KateNasser
KateNasser

2011-08-10 1:04 am
2011-08-10 1:04 am
2011-08-10 1:05 am

JasonPromotesU
JasonPromotesU
CustServGreeter

2011-08-10 1:05 am

JasonPromotesU

2011-08-10 1:05 am
2011-08-10 1:05 am

JasonPromotesU
CustServGreeter

2011-08-10 1:06 am

KateNasser

2011-08-10 1:06 am

MarshaCollier

2011-08-10 1:06 am

CustServGreeter

2011-08-10 1:06 am

JasonPromotesU

2011-08-10 1:07 am
2011-08-10 1:07 am
2011-08-10 1:07 am

KateNasser
JasonPromotesU
MarshaCollier

2011-08-10 1:07 am

JasonPromotesU

2011-08-10 1:07 am

MarshaCollier

2011-08-10 1:08 am

GregOrtbach

2011-08-10 1:08 am

JasonPromotesU

2011-08-10 1:08 am

MarshaCollier

2011-08-10 1:08 am

JasonPromotesU

2011-08-10 1:08 am

GregOrtbach

2011-08-10 1:08 am

JasonPromotesU

2011-08-10 1:08 am
2011-08-10 1:09 am
2011-08-10 1:09 am

KateNasser
JasonPromotesU
MarshaCollier

2011-08-10 1:09 am
2011-08-10 1:09 am

JasonPromotesU
GregOrtbach

2011-08-10 1:09 am

MarshaCollier

2011-08-10 1:09 am
2011-08-10 1:09 am

MarshaCollier
GregOrtbach

2011-08-10 1:09 am

CustServGreeter

2011-08-10 1:10 am

MarshaCollier

2011-08-10 1:10 am
2011-08-10 1:10 am
2011-08-10 1:11 am

MarshaCollier
KateNasser
JasonPromotesU

All deserve the same courtesy and respect as do all humans. Amount
of attention may differ depending on costs etc... #custserv
A1: Courtesy and respect for all, but one-on-one time spent solving
issues may be different #custserv
RT @JeffreyJKingman: Q1. Do all customers deserve the same
attention? Courtesy and respect? (there is a difference) #custserv
LOL Welcome. RT @berkson0: All hopped up on Nyquil and ready to
go (cold be damned!) #custserv
@CustServGreeter Hi to you as well! #custserv
@Toby_Metcalf Welcome Toby. Great to see you #custserv
@RichardNatoli They may be "universal rights" but how many times
have you not received the as part of customer service? #custserv
Agree. RT @Jmodio: Everyone deserves the same courtesy, maybe
not attention #custserv
I find respect is at a premium from customer service agents - not
always handed out equally @RichardNatoli #custserv
This > A1: Courtesy and respect for all, but one-on-one time spent
solving issues may be different #custserv
RT @BarryBirkett: A1 - All customers may deserve same attention but
all dont merit it based on value - $ and otherwise - to biz #custserv
I think you meant empathy ;-) RT @Jmodio: You've got to have a little
thing called apathy if you're dealing with people. #custserv
Couldn't agree more. RT @Jmodio: Youve got to have a little thing
called apathy if youre dealing with people. #custserv
@JasonPromotesU Good evening Jason - glad to see you in #
custserv
RT @mone1010: RT @janettekotichas: A1 Everyone deserves the
same respect treatment — unless & until they abuse it. #custserv
@Jmodio Apathy or empathy? #custserv
@GregOrtbach Thanks Greg. Glad to be here. #custserv
@janettekotichas As a woman, I'll be you have also experienced lack
of respect from customer service agents #custserv
@jwongjk Welcome. Glad you did #custserv
Let's do it!-> RT @richardnatoli I'm putting @ImMarkBernhardt
@GregOrtbach on the clock. I want to see their perspectives tonight.
#custserv
RT @berkson0: Paging Dr. Freud... RT @Jmodio: You've got to have
a little thing called apathy if you're dealing with people. #custserv
@berkson0 Sorry, couldn't help it #custserv
@jwongjk So glad you could make it Jan! RT Taking a peek into #
custserv this morning, recommended by @GregOrtbach
Hello and welcome @Jmodio @fredmcclimans @OrionITSM
@BillLeinweber @janettekotichas @mone1010 @BradLindemann
@Marcio_Saito #custserv
Tonight's topic and questions were suggested by @berkson0 - thank
you #custserv
@jwongjk Nice to see a new face, welcome #custserv
@kalynnamadio @Jmodio He meant "empathy". #custserv
Thanks Alan. RT @MarshaCollier: Tonights topic and questions were
suggested by @berkson0 - thank you #custserv

2011-08-10 1:11 am
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2011-08-10 1:17 am
2011-08-10 1:17 am

ImMarkBernhardt Intro: Partner & Experience Architect at @GSMarketingGrp in
Kenosha, WI. Hello, all! #custserv
CustServGreeter Hi there @paulswansen @tatn @krcraft #custserv
JasonPromotesU @janettekotichas So glad to see you Janette. Welcome. #custserv
JasonPromotesU @mone1010 So glad to see you Simone. #custserv
KateNasser
RT @OrionITSM: #CustServ A1: all deserve same respect and
courtesy. The only difference would be the resources dedicated to
them #custserv
GregOrtbach
A1: But whenever possible ALL clients should be made to FEEL like
THE most important. #custserv
CustServGreeter Hello there @jwongjk #custserv
MarshaCollier
Good to see you again #custserv RT @Toby_Metcalf: social
networker and silo trasher. Community mgnt team @OnForce
JasonPromotesU Love it. Great peeps RT @janettekotichas: @JasonPromotesU So
glad to see you, too, Jason. Glad to be here—already a rockin chat! #
custserv
JasonPromotesU RT @CustServGreeter: Hello there @jwongjk #custserv
JasonPromotesU @GregOrtbach You are spot on Greg. #custserv
MarshaCollier
Q2: Is it practical to have the same level of support for all customers?
Is there a business case for tiered service? #custserv
MarshaCollier
@997dave Welcome to #custserv
ImMarkBernhardt It's on! RT @RichardNatoli: I'm putting @ImMarkBernhardt
@GregOrtbach on the clock. I want to see their perspectives tonight.
#custserv
JasonPromotesU RT @Precision360: LOL love this RT @krcraft: The cant handle the
truth! #custserv
GregOrtbach
@BarryBirkett @jwongjk Much appreciated. ;) #custserv
KateNasser
RT @Marcio_Saito: Our perspective doesnt matter. The important is
that the *customer* feels fairly treated. | Feels great!! #custserv
GregOrtbach
@krcraft So nice to see you here - thanks for the RT Kelly. #custserv
MarshaCollier
@kr8tr It makes the day go smoother #custserv
JasonPromotesU Amen. RT @Ramon_DeLeon: its #Custserv Chat time on Twitter but
#custserv time IRL is 24/7 for #RamonWOW #custserv
ImMarkBernhardt Treat people w/ courtesy & respect. MT @LovelyLu: I grew up w/ the
customer ... always treated with the utmost courtesy & respect. #
custserv
JasonPromotesU RT @GregOrtbach: @krcraft So nice to see you here - thanks for the
RT Kelly. #custserv
MarshaCollier
@997dave We have a list of prepared questions for discussion. If
you'd like to suggest a topic, pls DM ? #custserv
CustServGreeter Hwello and welcome @997dave @Precision360 @kr8tr
@Ramon_DeLeon @curtbuthman #custserv
GregOrtbach
@KalynnAmadio We strive for a BS free zone for #custserv. :) It's all
about fit.
MarshaCollier
A2: I think there IS a model for tiered service. You can't possibly give
a $20 customer the same #custserv you give a $500 customer
MarshaCollier
Exactly RT @315p: A1: Courtesy and respect for all, but one-on-one
time spent solving issues may be different #custserv
ImMarkBernhardt A2: One size does not fit all. Some customers require more. #
custserv

2011-08-10 1:17 am

KateNasser

2011-08-10 1:17 am

MarshaCollier

2011-08-10 1:18 am
2011-08-10 1:18 am

GregOrtbach
JasonPromotesU

2011-08-10 1:18 am

ImMarkBernhardt

2011-08-10 1:19 am

MarshaCollier

2011-08-10 1:19 am

JasonPromotesU

2011-08-10 1:19 am

JasonPromotesU

2011-08-10 1:19 am
2011-08-10 1:19 am

CustServGreeter
MarshaCollier

2011-08-10 1:20 am

GregOrtbach

2011-08-10 1:20 am

MarshaCollier

2011-08-10 1:20 am

ImMarkBernhardt

2011-08-10 1:20 am

JasonPromotesU

2011-08-10 1:20 am

KateNasser

2011-08-10 1:20 am
2011-08-10 1:21 am

JasonPromotesU
MarshaCollier

2011-08-10 1:22 am

JasonPromotesU

2011-08-10 1:22 am

ImMarkBernhardt

2011-08-10 1:22 am

KateNasser

2011-08-10 1:22 am

GregOrtbach

2011-08-10 1:22 am

MarshaCollier

2011-08-10 1:22 am

JasonPromotesU

2011-08-10 1:23 am

GregOrtbach

2011-08-10 1:23 am

KateNasser

Amount of attention will vary yet at the moment of attention -- it
doesn't cost more to be courteous, empathetic, etc... to all #custserv
@997dave Always wanting to hear from new people. Nice to meet
you & perhaps we can work out a topic for the future! #custserv
@JasonPromotesU Thanks sir! #custserv
RT @ImMarkBernhardt: A2: One size does not fit all. Some
customers require more. #custserv
MT @KateNasser: Amt of attention varies at the moment of attention
-- doesn't cost more to be courteous, empathetic, etc... to all #
custserv
@JoeCascio We will address the "pay-for-service" idea in a q or two
;-) #custserv
Great. RT @MarshaCollier: @JoeCascio We will address the
"pay-for-service" idea in a q or two ;-) #custserv
RT @Toby_Metcalf: A2 - you need to have the same attitude toward
service, but the level will to tailored to the customer need. #custserv
Hello and welcome @JoeCascio @bryancarguy #custserv
@KalynnAmadio Without question - their needs are also probably not
as complex as the higher tier customer #custserv
Interesting RT @Marcio_Saito: If you are judge customers in $$,
consider not how much they paid, but how much damage they can
make #custserv
@janettekotichas You pay for everything you get with Apple, it is built
into the product pricing #custserv
& opposite RT @Marcio_Saito: If you are judge customers in $$,
consider not how much they paid, but how much damage they can
make #custserv
Awesome. RT @toby_metcalf: @JasonPromotesU Thank you - good
to be @ the #custserv chat
It also depends on the business. Would you pay more to fly first class
if service weren't different. Is larger seat enough? #custserv
@Toby_Metcalf My pleasure. #custserv
Good point RT @curtbuthman isn't it "tiered service" when you hand
the doorman a $20? You get what you are willing to pay for. #
custserv
RT @JeffreyJKingman: Q3. What factors are considered in assigning
tiers to customers? #custserv #custserv
A3: Spend is one factor in setting service tiers. Lifetime value is
another. #custserv
The equalizer - interpersonal treatment. The differentiator - options
offered, speed, etc.. #custserv
@JeffreyJKingman A3: potential for growth, support contract, pay on
time, P.I.T.A. factor? #acronym police) #custserv
A3: Factors: Complexity of issue; whether there is online FAQ/tech
soluion #custserv
RT @ImMarkBernhardt: A3: Spend is one factor in setting service
tiers. Lifetime value is another. #custserv
Wondered when @klout would appear ;) RT @Toby_Metcalf: A3 - $ is
the route of all evil - and their Klout score :-) #custserv
A3: There are times when I prefer seemingly less service for less

2011-08-10 1:24 am

GregOrtbach

2011-08-10 1:24 am

JasonPromotesU

2011-08-10 1:24 am
2011-08-10 1:24 am

CustServGreeter
MarshaCollier

2011-08-10 1:24 am

GregOrtbach

2011-08-10 1:24 am

JasonPromotesU

2011-08-10 1:25 am

MarshaCollier

2011-08-10 1:25 am
2011-08-10 1:25 am

GregOrtbach
MarshaCollier

2011-08-10 1:26 am

ImMarkBernhardt

2011-08-10 1:26 am

GregOrtbach

2011-08-10 1:26 am
2011-08-10 1:26 am

CustServGreeter
MarshaCollier

2011-08-10 1:27 am

GregOrtbach

2011-08-10 1:27 am

MarshaCollier

2011-08-10 1:27 am

GregOrtbach

2011-08-10 1:28 am
2011-08-10 1:28 am

CustServGreeter
MarshaCollier

2011-08-10 1:28 am

ImMarkBernhardt

2011-08-10 1:28 am

GregOrtbach

2011-08-10 1:29 am
2011-08-10 1:29 am

CustServGreeter
MarshaCollier

2011-08-10 1:29 am

JasonPromotesU

2011-08-10 1:29 am
2011-08-10 1:30 am

JasonPromotesU
ImMarkBernhardt

2011-08-10 1:30 am

GregOrtbach

money. Yet I still expect great interpersonal treatment. #custserv
Non tiered #custserv has a potential to quickly become tired #
custserv
Agree. RT @berkson0: @KateNasser Excellent differentiator.
courtesy not same as level of service #custserv
Hi there @ScottMTownsend @callcenterdr #custserv
At the outset there has to be a service infrastructure online to address
customer's common issues #custserv
Yes - the "Human Factor" RT @KateNasser: A3: Yet I still expect
great interpersonal treatment. #custserv
RT @GregOrtbach: Non tiered #custserv has a potential to quickly
become tired #custserv
#custserv RT @ScottMTownsend a2: most definitely. Tiered pricing
for tiered service. This is about value. Time is money.
Thanks @Toby_Metcalf @JasonPromotesYou for RT's #custserv
@ScottMTownsend Don't forget the #custserv hastage or peeps
won't see your posts (and they are good ones)
.@Marcio_Saito Right. We could look at customers in terms of their
spend or ours. Another way: Think in terms of brand value. #custserv
Absolutely RT @RichardNatoli: @GregOrtbach Dont you think
anyone selling...treats their biggest customers just a bit differently? #
custserv
Greetings @jnoche #custserv
@fredmcclimans Honestly, for me their service is a bit too
touchy-feely. I'm not the CSR's friend, just need an answer #custserv
Yes - customized for 'most lowest common demoninators' RT
@berkson0: A3: Tiered doesnt mean less. It means appropriate #
custserv
Agreed, how do you feel? RT @Toby_Metcalf: RT @berkson0: A3:
Tiered doesnt mean less. It means appropriate #custserv
@MarshaCollier @fredmcclimans It's like the server that sits down at
your table. I'm glad you're comfortable - but I need to be. #custserv
Greetings and welcome @econwriter5 #custserv
@GregOrtbach I don't want the server sitting at my table BTW #
custserv
+1 RT @Toby_Metcalf: Regardless of the how the service is tailored be honest with the customer; treat them with respect. #custserv
Moi aussi RT @MarshaCollier: @GregOrtbach I dont want the server
sitting at my table BTW #custserv
Good evening @pamelamaeross #custserv
Q4: What are the key aspects of #custserv that should be consistent
across tiers?
RT @Toby_Metcalf: Regardless of the how the service is tailored - be
honest with the customer; treat them with respect. #custserv
@pamelamaeross Great to see you Pamela. #custserv
If she's attractive... Hey, I'm single. ;~) RT @MarshaCollier:
@GregOrtbach I dont want the server sitting at my table BTW #
custserv
Integrity & respect to customer @MarshaCollier: Q4: What are the key
aspects of #custserv that should be consistent across tiers? #

2011-08-10 1:30 am
2011-08-10 1:30 am

MarshaCollier
JasonPromotesU

2011-08-10 1:30 am
2011-08-10 1:31 am
2011-08-10 1:31 am
2011-08-10 1:31 am

JasonPromotesU
JasonPromotesU
CustServGreeter
KateNasser

2011-08-10 1:31 am

MarshaCollier

2011-08-10 1:31 am

JasonPromotesU

2011-08-10 1:31 am
2011-08-10 1:32 am

GregOrtbach
ImMarkBernhardt

2011-08-10 1:32 am

MarshaCollier

2011-08-10 1:32 am
2011-08-10 1:32 am

CustServGreeter
JasonPromotesU

2011-08-10 1:33 am
2011-08-10 1:33 am

MarshaCollier
ImMarkBernhardt

2011-08-10 1:33 am

MarshaCollier

2011-08-10 1:34 am
2011-08-10 1:34 am

CustServGreeter
GregOrtbach

2011-08-10 1:34 am

KateNasser

2011-08-10 1:34 am

MarshaCollier

2011-08-10 1:34 am

ImMarkBernhardt

2011-08-10 1:34 am

MarshaCollier

2011-08-10 1:34 am

GregOrtbach

2011-08-10 1:35 am

JasonPromotesU

2011-08-10 1:35 am

MarshaCollier

2011-08-10 1:35 am

JasonPromotesU

custserv
@Ramon_DeLeon You've got all three factors covered! #custserv
RT @JeffreyJKingman: RT @MarshaCollier: Q4: What are the key
aspects of #custserv that should be consistent across tiers? #
custserv
A4 response time. #custserv
@ty_sullivan Thanks Ty. #custserv
@LouImbriano Good evening, Lou! #custserv
RT @Toby_Metcalf: Regardless of the how the service is tailored - be
honest with the customer; treat them with respect. #custserv #
custserv
@fredmcclimans @GregOrtbach ...and are observant of "signals"
from customer - same in retail #custserv
Perfect. Well said. RT @jnoche: A4: answers, educates staff, time to
resolution, professionalism and accuracy #custserv
1/2 time #zapout #getit? #custserv
.@berkson0 Good point. Even if selling a product, "bake in" the cost
of #custserv as the fulfillment of the marketing promise.
RT @kr8tr Access to a supervisor. Nobody likes hearing that there is
nobody to escalate to. The buck ultimately stop at the top #custserv
Greetings and wel;come @amktdev @ty_sullivan #custserv
RT @jwongjk: A4: Response and respect. Never push the problem
back to the customer. Been facing that a lil lately. #custserv
heh heh RT @GregOrtbach: 1/2 time #zapout #getit? #custserv
I'm all for metrics. RT @RichardNatoli: @ImMarkBernhardt Bake it in,
but track it, and report it as a separate function of #custserv .
@RichardNatoli Exactly, the attitude a CSR has for the customer
should be consistently positive #custserv
Zappos! (Please have a sip of your favorite beverage.) #custserv
I've experienced magical relationship growth once clients have been
appropriate tiered. Anyone else? #custserv
RT @OrionITSM: #CustServ A3: responsiveness and clear
communication should be consistent. #custserv
@KalynnAmadio I was thinking just that, but I don't *need* a free
dessert LOLz #custserv
Here's a metric: How long has it been since a #Zappos? RT
@JeffreyJKingman: @ImMarkBernhardt @RichardNatoli Metri-cise
Me #custserv
Don't forget! This #custserv chat WILL be archived on
http://scr.bi/jJqEHs Later tonight!
2 funny. RT @kalynnamadio:But you may get a free
dessert!@GregOrtbach @MarshaCollier:dont want the server sitting
at my table BTW #custserv
I adore you lol RT @MarshaCollier: @KalynnAmadio I was thinking
just that, but I dont *need* a free dessert LOLz #custserv
RT @ValaAfshar: Independent of entitlement, ethos 'there is nothing
more important than our customers' stay true. Culture & attitude
consistent. #custserv
RT @MarshaCollier: Dont forget! This #custserv chat WILL be
archived on http://scr.bi/jJqEHs Later tonight! #custserv

2011-08-10 1:35 am

CustServGreeter

2011-08-10 1:36 am

MarshaCollier

2011-08-10 1:36 am

ImMarkBernhardt

2011-08-10 1:36 am

KateNasser

2011-08-10 1:37 am

CustServGreeter

2011-08-10 1:37 am

GregOrtbach

2011-08-10 1:37 am

MarshaCollier

2011-08-10 1:37 am

GregOrtbach

2011-08-10 1:37 am

KateNasser

2011-08-10 1:38 am

JasonPromotesU

2011-08-10 1:38 am

JasonPromotesU

2011-08-10 1:38 am

MarshaCollier

2011-08-10 1:39 am

ImMarkBernhardt

2011-08-10 1:39 am

MarshaCollier

2011-08-10 1:39 am
2011-08-10 1:40 am

CustServGreeter
MarshaCollier

2011-08-10 1:40 am

GregOrtbach

2011-08-10 1:40 am

MarshaCollier

2011-08-10 1:41 am

ImMarkBernhardt

2011-08-10 1:41 am
2011-08-10 1:41 am

CustServGreeter
MarshaCollier

2011-08-10 1:41 am

JasonPromotesU

2011-08-10 1:42 am

MarshaCollier

2011-08-10 1:43 am

MarshaCollier

Hello and welcome tp the chat @txglennross @TechCaddie
@ValaAfshar #custserv
Sometimes it's hard to follow each nugget of wisdom during #
custserv http://scr.bi/jJqEHs
+1 (especially if it contains chocolate) RT @KalynnAmadio:
@MarshaCollier Never, never, never turn down free dessert! #
custserv
Tiered customer service plans (for more money) already exist - $$
vary by amount of service not quality of service. #custserv
RT @JeffreyJKingman: 5. Should companies across industries offer
subscriptions for tiered customer service plans? #custserv
Fantastic. RT @bryancarguy: @GregOrtbach Very much so.
Increased ROI by 150% and retention and CSI increase of 8 pts. #
custserv
Ahh, when I refer to a higher dollar customer, I am thinking more of
the SERVICE/RETAIL biz vs HOSPITALITY biz #custserv
Good evening! Glad you're here. @LovelyLu: A5 Depends on the
company.. some industries would benefit, some would fail miserably
#custserv
Tiered by amount yes. Tiered by quality of service during service - uh
uh #custserv
Very much. RT @Precision360: Love that qualifier RT @KateNasser:
$$ vary by amount of service not quality of service. #custserv
RT @KateNasser: Tiered by amount yes. Tiered by quality of service
during service - uh uh #custserv
@Precision360 @KateNasser I can't believe you'd spend more time
with a $500 a month client than a $10K client #custserv
+1 to the "uh uh" RT @KateNasser: Tiered by amount yes. Tiered by
quality of service during service - uh uh #custserv
A5: If outlined as part of the purchase, I think it's brilliant to offer
varied service tiers, for ANY product/service #custserv
Hello and welcome to the chat @lemarmion @HuskerHix #custserv
@janettekotichas That's why it's difficult to interpret everyone's
replies, different POVs here #custserv
@LovelyLu @JeffreyJKingman Is that the #entitlement thing we were
talking about earlier? ;) #custserv
Not only marketing, but could be a sell-up RT @berkson0: I believe #
custserv *IS* a marketing opportunity. But it needs to be planned
RT @RichardNatoli: When svc leaders move beyond excuses & begin
to track ROI, LTV, etc, that's when #custserv becomes a major
player in biz
Hi there and welcome @racedayrocks #custserv
Q6: If using tiered service, how do you train staff? Do you have
different areas? #custserv
RT @Toby_Metcalf: A5 BTW - Self service avenues or help topics are
not service - there must be communication & contact #custserv
@janettekotichas That's why I love reading the archives after the
chat, everything gets clearer! LOL #custserv
Exacty RT @RichardNatol Tiered service should require different
guidelines based in the difference btwn profit lvls of each tier. #

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custserv
We know! RT @ScottMTownsend: Just so you know,
@Ramon_DeLeon rocks. #custserv
@fredmcclimans Then company culture and training come into the
equation, right? #custserv
Segmenting prospects/customers makes sense for marketing.
Similarly, #custserv for customers. Quality should be consistent for
all.
A6: Separate areas can work but attitude trumps all & best practices
are sometimes learned quicker in a bullpen scenario. #custserv
@CatherineGrison The best, yes! But time spent is the issue #
custserv
@Toby_Metcalf See? Glad you're back? #custserv
This is where marketing enters RT @jwongjk: Was wondering - would
tiered, paid #custserv be a turn off to customers? #custserv
Buy $5 latte, get smile RT @berkson0: @Toby_Metcalf If you tell
them in advance: "If you buy this $5 item you are entitled to xxx #
custserv"
Thanks for coming to the #custserv chat @CatherineGrison #
custserv
Yes indeed. Do they get the same service? 8-) RT
@JeffreyJKingman: Wow - lotsa new faces tonight here :)) #custserv
And drive you home... RT @berkson0: @ImMarkBernhardt
@Toby_Metcalf Buy $500 of latte, we'll help you put it in your car #
custserv
RT @MarshaCollier you never know what the customer you are
helping will purchase next or refer you/your business to. Or not. #
custserv
RT @JeffreyJKingman: Q7.
Are the prototypical model cases like
Zappos #custserv duplicatable in other industries? #custserv
.@JeffreyJKingman Like that word: "duplicatable" #custserv
@KateNasser Good reminder! #custserv
RT @paulswansen: @janettekotichas yes. And yet many customers
are pod prior to the interaction with a CSR. #custserv
@ImMarkBernhardt Thank you... it's a #custserv original
:~) RT @janettekotichas: Buy $5 latte *every day* get rewards! :) RT
@ImMarkBernhardt: Buy $5 latte, get smile #custserv
go on....RT @JeffreyJKingman: @MarshaCollier and I decided to
jump to the last question (it's a goodun) #custserv
@RichardNatoli YES! Zappos is all about the marketing #custserv
Copyright? RT @MarshaCollier: @ImMarkBernhardt Thank you... it's
a #custserv original
RT @JeffreyJKingman: Q7.
Are the prototypical model cases like
Zappos #custserv duplicatable in other industries? #custserv
Anyone ever experienced clients not willing to go through the tiered
process cuz they want to deal with higher ups? #custserv
@CatherineGrison Absolutely agree, good to have you back in #
custserv
TEN MINUTE WARNING #custserv
Customer at Hardee's RT @GregOrtbach: clients not willing to go

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through the tiered process cuz they want to deal with higher ups? #
custserv
@curtbuthman Funny stuff #custserv
I dunno *shrug*, I get the best service when I'm paying for it #
custserv
@TaraMarkus Well be wrapping up in a few minutes but please do! #
custserv
@bizshrink Word of mouth is important, but if your product is inferior,
all the good #custserv won't help
Let's see, carry the 2... RT @fredmcclimans: [me] @janettekotichas
How many $5 lattes do I have to buy to get a new car? ;) #custserv
@amcgowanca @ImMarkBernhardt Another case of Expectation
Management I suppose. #custserv
@berkson0 Right? on vacation, Tip the pool man when you arrive &
sterling service awaits all week #custserv
Love you both. RT @janettekotichas: @TaraMarkus Glad to see you
— at any time & place! #custserv
@MendelMendel You should join out #custserv chat one week
Agree with that. RT @GregOrtbach: @amcgowanca
@ImMarkBernhardt Another case of Expectation Management I
suppose. #custserv
Yes. RT @pamelamaeross: @Sullivision Interesting. To me its the
connection that Im drawn too though. You dont get that online. #
custserv
B&M must step up! RT @Sullivision #custserv What's most
interesting is that online companies get bigger kudos for svc than
bricks & mortar
Yes! Customers (ahem, people) are more than wallet-carriers. MT
@CatherineGrison: Oui & not making customers feel lk wallets! #
custserv
@mone1010 LOL! #custserv
@MarshaCollier @Sullivision Yes - but could it be that the bar is so
low that "doing what you say" gets you #kudos? #custserv
Last 5 minutes of #custserv: Feel free to tweet links to current posts
& stories.
@bizshrink Thanks for coming to the chat this evening! :) #custserv
@HuskerHix The agent becomes a scape goal and whipping boy for
inferior product #custserv
RT @JeffreyJKingman: Awesome contributions tonight - humbling to
expedite all your insights each week since Dec 09 w/ @MarshaCollier
& @RoyAtkinson #custserv
Gosh time flies. #custserv
RT @TaraMarkus: In order for companies to deliver Customer
Service - they must 1st deliver employee care! #custserv
@SatisTraction @KarenCHyde @Sullivision Thanks for coming by
the #custserv chat this evening!
@mone1010 If you made @RichardNatoli laugh, consider your day
complete #custserv
Ain't it strange how they're related? ;) @BarryBirkett @gregortbach
@MarshaCollier @Sullivision #custserv

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I think you are either IN business or not. Service must be performed
for ALL customers @BarryBirkett @gregortbach @Sullivision #
custserv
Sorry I had to bug out for a few. Interesting topic. For me, quality
must be great for all. Amount can vary. #custserv
Sounds like we're dealing in inconsistency - a total killer of #custserv
@7shores @janettekotichas #custserv
How'd we do Richard? @RichardNatoli @berkson0 #custserv
Thank you. RT @Toby_Metcalf: Good evening all - thank you for the
wonderful conversation! #custserv
Your opinions on transparency versus anonymity for online #custserv
agents? http://bit.ly/rcGcHv
Yes. RT @JeffreyJKingman: Thank you @berkson0 for an excellent
topic #custserv
@GregOrtbach Thanks Greg again for another engaging #custserv
Thanks for coming by the chat this evening @7shores #custserv
+11 Nice topic Alan> RT @RichardNatoli: @berkson0 Excellent topic
tonight! #custserv
#custserv Great job everyone!
@TaraMarkus We're all different and #custserv must reach out on
different levels
@GregOrtbach I'd say you knocked it out of the park tonight. But
what do I know...I'm apparently grumpy. lol #custserv
@MarshaCollier #custserv Yes-and that leads to low engagement
which reverses a positive cycling wheel
Thanks for stopping ny the chat @prof_Tran #custserv
Thanks to @MarshaCollier @JeffreyJKingman @CustServGreeter
(aka @RoyAtkinson) a great #custserv chat. WOW!
Thanks Louise for great chat. RT @LovelyLu: Goodnight..... #
custserv
So glad I had a chance to play with my #custserv friends tonight - so
much learned and shared! #custserv
Solid Planning @berkson0 leads to Exceptional #custserv Definitely!
#winningthecustomer
Here, here. I raise my glass to...RT@RichardNatoli: @berkson0
Excellent topic tonight! #custserv
@HuskerHix I like that! You're brilliant :) #custserv
:) RT @RichardNatoli: @GregOrtbach Id say you knocked it out of the
park tonight. But what do I know...Im apparently grumpy. lol #
custserv
Great chat #custserv
@pamelamaeross Oh geez, I was afraid you'd ask for link...
#newsjunkie suffering from HAED #custserv
Yes. Would like RNSL metric (Richard Natoli Satisfaction Level) RT
@GregOrtbach: How'd we do Richard? @RichardNatoli @berkson0
#custserv

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