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#custserv
2013-06-05 to 2013-06-05 594 Twitter search results Time 2013-06-05 1:03 am User CustServGreeter 50 contributors 219 retweets 0 @replies 0 links Tweet Hi, Vickie!! RT @VickieMacFadden: Hey @AlHopper @HollyChessman and of course hello to @CustServGreeter #custserv This one time... RT @zacharyjeans: Am I allowed to share my #custserv soundtrack? Yikes. It's a link to spotify. I want to honor the rules. I am sorry. Still at the restaurant, thanks to @CustServGreeter @AlHopper_ @fmisle @GregOrtbach @imacsweb #custserv #muchwine @Toby_Metcalf Hello Toby - nice to see ya here #custserv @CustServGreeter @GregOrtbach greetings gents #custserv And speaking of reminders... Do you need a #custserv reminder tweet? If yes, just ask and I'll take care of the rest. Howdy, Toby! RT @Toby_Metcalf: @CustServGreeter @GregOrtbach greetings gents #custserv Nice to see you! RT @Toby_Metcalf: @CustServGreeter @GregOrtbach greetings gents #custserv @AlHopper @CustServGreeter - Many thanks! #CustServ @MarshaCollier No apologies, just enjoyment #custserv @CustServGreeter @fmisle @GregOrtbach @imacsweb @MarshaCollier Not to worry - we've got this. : @CustServGreeter @AlHopper_ @fmisle @imacsweb #custserv @VickieMacFadden @AlHopper @CustServGreeter Hey it's the famed Vickie MacFadden! #custserv @HollyChessman back at ya - greetings #custserv #custserv fine here in NJ. Fighting the critters who are after my tomatoes :My soundtrack for \\u266b #custserv is Lindsey Stirling http://t.co/jOCBKSnBbB #NowPlaying @AlHopper_ Tou're going to have to take 2nd chair. #custserv @fmisle Hey Faisal, good to see you! #custserv Let's get the ball rolling! @MarshaCollier is having a very special dinner. : #custserv\\u00a0 @MarshaCollier order me a nightcap #custserv @CustServGreeter @Toby_Metcalf greetings, Roy and Toby! #custserv Honored to sit in for you! RT @MarshaCollier: @AlHopper_ You're going to have to take 2nd chair. #custserv Enjoy! RT @CustServGreeter: Let's get the ball rolling!

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AlHopper_

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MarshaCollier

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HollyChessman Toby_Metcalf GregOrtbach CustServGreeter GregOrtbach wbendle AlHopper_ GregOrtbach HollyChessman Toby_Metcalf complexified zacharyjeans MarshaCollier MarkOrlan CustServGreeter Toby_Metcalf eric_andersen AlHopper_ MarkOrlan

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CustServGreeter

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eric_andersen

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AlHopper_ shmula

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Toby_Metcalf CustServGreeter AlHopper_ margelaney CustServGreeter AlHopper_ zacharyjeans JamesMSama Toby_Metcalf GregOrtbach complexified CustServGreeter HollyChessman AlHopper_ BH_Social

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GregOrtbach ABHuret SJAbbott AlHopper_ CustServGreeter

@MarshaCollier is having a very special dinner. : #custserv\\u00a0 Hi, Eric! Great to have you pop in. RT @eric_andersen: @CustServGreeter @Toby_Metcalf greetings, Roy and Toby! #custserv RT @CustServGreeter: Topic for 6/4 #custserv chat: How can cust. service reps show understanding for customers, regardless of channel? 9PM \\u2026 RT @CustServGreeter: Let's get the ball rolling! @MarshaCollier is having a very special dinner. : #custserv\\u00a0 RT @addzestDougie: Shep Hyken on Customer Service, Customer Experience, and Leadership http://t.co/WCMFzAGJMj #custexp #cx #custserv @eric_andersen good evening Mayor - #Natick is in the house #custserv OK, ready gang? Here comes the first question\\u2026. #custserv\\u00a0 Hello Eric! Welcome! RT @eric_andersen: @CustServGreeter @Toby_Metcalf greetings, Roy and Toby! #custserv REI now limiting returns to one year...liberal return policies hurting biz more than helping http://t.co/NX6tM0APfz #retail #custserv Q1: Is empathy an important part of providing customer service?\\u00a0#custserv\\u00a0 RT @CustServGreeter: Q1: Is empathy an important part of providing customer service?\\u00a0#custserv\\u00a0 RT @CustServGreeter: Q1: Is empathy an important part of providing customer service?\\u00a0#custserv\\u00a0 Good evening #custserv, popping in from #leadfromwithin, hope everyone is having a great night! RT @CustServGreeter: OK, ready gang? Here comes the first question\\u2026. #custserv\\u00a0 #custserv RT @CustServGreeter: Q1: Is empathy an important part of providing customer service?\\u00a0#custserv\\u00a0. RT @GregOrtbach Our topic: "How can cust. service reps show understanding for customers, regardless of channel?" #custserv @JamesMSama Great to see you again! #custserv\\u00a0 @Toby_Metcalf @eric_andersen #Bedford is representin' too! : #custserv @JamesMSama Welcome James! Enjoy #custserv Joining #custserv in a little bit. Touching base with neighbors & hoping to get a baby out in the next hr to approach @MarshaCollier fandom A1: Big-time. Everyone can't BE the #1 priority, but you can sure make them feel like they are. #custserv Twitteratti: Forgive the increased tweet volume for next hour during #custserv A1 WIthout empathy, it's just a transaction. Empathy is at the root of #custserv between humans, even if process driven. @BH_Social welcome to #custserv tonight A1: "Roy's Famous Four" - Listening Empathy Clarity and Consistency, yup, empathy is important. #custserv\\u00a0

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CustServGreeter MarkOrlan HollyChessman BH_Social gingerconsult AlHopper_ SJAbbott LovelyLu CustServGreeter HollyChessman Toby_Metcalf Pat_Cluett GregOrtbach HollyChessman mike_nunes eric_andersen CustServGreeter AlHopper_ Toby_Metcalf KarenLocker JamesMSama CustServGreeter ABHuret csiperformance

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complexified AlHopper_ Toby_Metcalf CustServGreeter ABHuret

Just joined? Our topic is "How can cust. service reps show understanding for customers, regardless of channel?" #custserv A1: Empathy is so important. #custserv reps need to have ability to imagine the roles, perspectives, experiences of customers. A1 Empathy is huge when is comes to good customer service #custserv RT @ABHuret: Twitteratti: Forgive the increased tweet volume for next hour during #custserv 7 Simple Ways to Raise Your #custserv from Ordinary to Extraordinary http://t.co/ySi1n7RyMN via @9INCHmarketing Great to see you! RT @ABHuret: Twitteratti: Forgive the increased tweet volume for next hour during #custserv I like that. RT @CustServGreeter: A1: "Roy's Famous Four" Listening Empathy Clarity and Consistency,... #custserv\\u00a0 A1 Empathy has to be a priority. #CustServ @ABHuret Good evening! Are you walking the tweets tonight? #custserv\\u00a0 RT @SJAbbott: A1 WIthout empathy, it's just a transaction. Empathy is at the root of #custserv between humans, even if process driven. A1 - without a doubt - it shows you care and understand the customer #custserv RT @CustServGreeter: Q1: Is empathy an important part of providing customer service?\\u00a0#custserv\\u00a0 A1: #custserv without empathy is like a pre-nup without the romance. RT @CustServGreeter: A1: "Roy's Famous Four" - Listening Empathy Clarity and Consistency, yup, empathy is important. #custserv\\u00a0 A1 Only if recurring revenue is important #custserv A1: More than that, it is a cornerstone. RT @CustServGreeter: Q1: Is empathy an important part of providing customer service? #custserv RT @GregOrtbach: A1: #custserv without empathy is like a pre-nup without the romance. @Pat_Cluett Hiya Pat. Welcome! #custserv RT @HollyChessman: @Toby_Metcalf @eric_andersen #Bedford is representin' too! : #custserv first rule when trying to diffuse difficult situation is to be empathetic, the try to find a solution #custserv A1: Empathy is very important to quality #custserv. If you don't truly care, you won't truly want to help, and the customer will sense it. @eric_andersen Yes it is. Gotta have it. #custserv\\u00a0 @GregOrtbach Untrue!! @al_hopper suggested best/worst for #willyoumarryme playlist. Had to set him straight ; #custserv "@Toby_Metcalf @MarshaCollier order me a nightcap #custserv" / Always a good thing when great service and good wine keep you at restaurant #custserv A1: feeling with, feeling for, listening, & applying solutions to the facts- all important. @KarenLocker Hiya Karen. How are you tonight? #custserv @KarenLocker good evening #custserv @KarenLocker Hi, Karen! #custserv\\u00a0 @CustServGreeter No Tweet-Walking tonight ... at the desktop!

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GregOrtbach Raanes Pat_Cluett

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MardeMir

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CustServGreeter KarenLocker eric_andersen GregOrtbach AlHopper_ MarshaCollier CustServGreeter SJAbbott zacharyjeans zacharyjeans CustServGreeter JamesMSama LovelyLu AlHopper_

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CustServGreeter Toby_Metcalf HollyChessman zacharyjeans GregOrtbach KarenLocker

Missed you last week, Roy! #CustServ @KarenLocker Yep - diffusing without empathy is like cutting the wrong wire. #custserv RT @KarenLocker: first rule when trying to diffuse difficult situation is to be empathetic, the try to find a solution #custserv @GregOrtbach @CustServGreeter #custserv A1: absolutely customers want to know you care and best way to show them is to relate emotionally Why Companies Should Invest in the Customer Experience via @zendesk http://t.co/mz9Nb8pnkt #custserv #custexp #cem RT @CitadelConnect @Pat_Cluett Hi, Pat! Good to see you! #custserv\\u00a0 Hi everyone, I remembered to show up tonight. sick kids have had me missing chat latelyn #custserv @CustServGreeter @GregOrtbach A1 and analytics of #custserv can often make us forget empathy (adherence to KPIs, focus on ROI, etc Q2: Is it more difficult to show empathy in writing (chat/email than speech? #custserv RT @GregOrtbach: Q2: Is it more difficult to show empathy in writing (chat/email than speech? #custserv @fmisle @AlHopper_ @RoyAtkinson @GregOrtbach @imacsweb Thank you #custserv @eric_andersen Great point - sometimes the metrics cloud the intangibles. @GregOrtbach #custserv\\u00a0 A1 Empathy also demonstrates an understanding of the expectations of the relationship. You can't help what you can't imagine. #custserv A1 Empathy feels a customers experience of the product or service. #custserv RT @AlHopper_: RT @GregOrtbach: Q2: Is it more difficult to show empathy in writing (chat/email than speech? #custserv Our pleasure! RT @MarshaCollier: @fmisle @AlHopper_ @RoyAtkinson @GregOrtbach @imacsweb Thank you #custserv Customer service without empathy is like biting into a Reese's and finding no peanut butter. #custserv A2 It's hard because you lose the inflection of your voice - but you can smile and show empathy with words. #CustServ RT @CustServGreeter: Our pleasure! RT @MarshaCollier: @fmisle @AlHopper_ @RoyAtkinson @GregOrtbach @imacsweb Thank you #custserv RT @GregOrtbach: Q2: Is it more difficult to show empathy in writing (chat/email than speech? #custserv A2 - yes, because the written word does not have tone - sometimes it is best to pick up the phone. #custserv A2 It is much more challenging to show empathy in writing than in speech - you have to choose your words very carefully #custserv A2 Words weaved well say so much. #custserv A2: I think it can be. Easy for context & tone to get confused without voice or eye contact. #custserv A2. word choice is important, saying "sorry you feel that way" can sound condescending in writing more than when spoke #custserv

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HollyChessman rjamestaylor Toby_Metcalf SJAbbott MarkOrlan GregOrtbach CustServGreeter petershankman JamesMSama Toby_Metcalf

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mike_nunes eric_andersen HollyChessman

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zacharyjeans

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CustServGreeter GregOrtbach AlHopper_ complexified eric_andersen waynemcevilly SJAbbott MarkOrlan Basildon2082 CustServGreeter GregOrtbach

RT @LovelyLu: A2 It's hard because you lose the inflection of your voice - but you can smile and show empathy with words. #CustServ @eric_andersen @CustServGreeter I'd say empathy is the essence, or, hypostatsis (intrinsic essence of #custserv A2 - a call provides true human touch that will set your company apart #custserv A2 Empathy would have a scale; from the way a process is designed to a genuine human connection. All about expectations. #custserv A2: it takes more creativity and skill to be able to show empathy using the written word. But written expression can be taught. #custserv A2: I opt for "song" whenever possible. #custserv #kickingItUpANotch @KarenLocker Right you are--that's a common phrase, but cuts two ways. #custserv\\u00a0 Just heard a crazy #custserv story about how @toryburch lost a long time customer to @cwonderstore by not listening. A2: If you truly know how to utilize the nuances in the English language, empathy can still be expressed through email. #custserv RT @HollyChessman: A2 It is much more challenging to show empathy in writing than in speech - choose your words very carefully #custserv A2 Maybe even better. You have a chance to articulate the "I should of said _____ after a voice conversation #custserv @rjamestaylor love it. #custserv RT @KarenLocker: word choice is impt, saying "sorry you feel that way" can sound condescending in writing more than when spoke #custserv RT @rjamestaylor: @eric_andersen @CustServGreeter I'd say empathy is the essence, or, hypostatsis (intrinsic essence of #custserv @petershankman Listening is a pillar of #custserv\\u00a0Peter! @toryburch @cwonderstore True. I also love hand written cards. RT @Toby_Metcalf: A2 - a call provides true human touch that will set your company apart #custserv @mike_nunes Hiya Michael! Didn't see you sneak in to #custserv how are you? #custserv A2: much is communicated in non-verbal. Presume data would show harder to empathize in writing. But doable :Now that's some service! RT @GregOrtbach A2: I opt for "song" whenever possible. #kickingItUpANotch #custserv oooh...icky!!! RT @JamesMSama Customer service without empathy is like biting into a Reese's and finding no peanut butter. #custserv A2 What you write may not be what I read, even if it's the same words. Context and nuance is tricky. #custserv So true. RT @SJAbbott: A2 What you write may not be what I read, even if it's the same words. Context and nuance is tricky. #custserv RT @AlfYATD: Customers are not dependent on us, we are dependent on them. #quote #custserv @rjamestaylor @eric_andersen The [tranliterated from classical Greek] "ontos on" or German "das ding an sich." #custserv\\u00a0 @eric_andersen I do what I can ; #custserv

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Toby_Metcalf AlHopper_

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@GregOrtbach great touch! #custserv A2 It's a little more difficult, but can be done with practice and word choice #custserv eric_andersen @CustServGreeter A2: issue is that empathy often requires body language and a conversation that written communication may not have #custserv VickieMacFadden A2 depends on where your talents are. #custserv CustServGreeter Q3: What (in your opinion should you *always* say to a customer to \\u00a0indicate empathy?\\u00a0#custserv\\u00a0 AlHopper_ RT @CustServGreeter: Q3: What (in your opinion should you *always* say to a customer to \\u00a0indicate empathy?\\u00a0#custserv\\u00a0 LovelyLu A2 An art is being able to write how you talk.... that helps convey your empathy. #CustServ zacharyjeans RT @CustServGreeter: Q3: What (in your opinion should you *always* say to a customer to \\u00a0indicate empathy?\\u00a0#custserv\\u00a0 eric_andersen @waynemcevilly @JamesMSama so...just all chocolate? Sounds good to me :- #custserv GregOrtbach RT @CustServGreeter: Q3: What (in your opinion should you *always* say to a customer to \\u00a0indicate empathy?\\u00a0#custserv\\u00a0 VickieMacFadden Personal peeve: reps saying "sorry bout that". Sounds flip. I train using " I apologize". #custserv Pat_Cluett RT @CustServGreeter: Q3: What (in your opinion should you *always* say to a customer to \\u00a0indicate empathy?\\u00a0#custserv\\u00a0 CustServGreeter Boom! RT @LovelyLu: A2 An art is being able to write how you talk.... that helps convey your empathy. #CustServ VickieMacFadden AMEN~ RT @LovelyLu: A2 An art is being able to write how you talk.... that helps convey your empathy. #custserv MarkOrlan A3: please don't say "sorry for the inconvenience"...it's so boring and overused. A cardboard response. #custserv eric_andersen @CustServGreeter start by validating the customer's opinion, and show respect #custserv Pat_Cluett RT @GregOrtbach: Q2: Is it more difficult to show empathy in writing (chat/email than speech? #custserv zacharyjeans A3 "Do I understand you correctly, that ......?" #custserv CustServGreeter Bam! RT @MarkOrlan: A3: please don't say "sorry for the inconvenience"...it's so boring and overused. A cardboard response. #custserv AlHopper_ A3 "I understand" "Thank you for sharing" "I want to help" #custserv JamesMSama A3: One should always convey to the customer that they've "been there" before. We are ALL consumers & deal with companies daily. #custserv CustServGreeter Pow! RT @zacharyjeans: A3 "Do I understand you correctly, that ......?" #custserv mike_nunes @AlHopper_ Doing great Al! at the start of our controlled chaos busy season. All is well in Texas? #custserv GregOrtbach A3: Do NOT mention the word survey or the phrase "Your call is

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CustServGreeter HollyChessman SJAbbott fmisle

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MarkOrlan KarenLocker Toby_Metcalf AlHopper_ ABHuret

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CustServGreeter HollyChessman Toby_Metcalf HollyChessman fmisle GregOrtbach

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elizabethtraub mike_nunes

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complexified Toby_Metcalf AlHopper_ Pat_Cluett

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BH_Social

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CustServGreeter

important to us." #custserv (I'm doing my @Hyken impression tonight : \\u00a0#custserv\\u00a0 A3 always be polite and respectful. "I'm sorry" is also a powerful phrase. #custserv A3 Perhaps say nothing, but listen instead. Empathy is about understanding their situation, not your solution. #custserv RT @MarkOrlan: A3: please don't say "sorry for the inconvenience"...it's so boring and overused. A cardboard response. #custserv Active listeningg > RT @CustServGreeter: Pow! RT @zacharyjeans: A3 "Do I understand you correctly, that ......?" #custserv exactly RT @eric_andersen: @CustServGreeter start by validating the customers opinion, and show respect #custserv A3 "I'm sorry" "I understand" "Does that solve your problem?" #custserv @mike_nunes It will be better after next week and the #NBAplayoffs give us a 5th ring #custserv A2 Nothing speaks cust #engagement like handwritten note & complimentary product! @DawnDish <--- #CustServ Rockstar http://t.co/lLK87Ngtat Baddabing! RT @Toby_Metcalf: A3 "I'm sorry" "I understand" "Does that solve your problem?" #custserv Yes! That's a great way to show you are listening RT @zacharyjeans: A3 "Do I understand you correctly, that ......?" #custserv A3 "Does this meet your expectations?" #custserv RT @AlHopper_: A3 "I understand" "Thank you for sharing" "I want to help" #custserv RT @GregOrtbach: A3: Do NOT mention the word survey or the phrase "Your call is important to us." #custserv Yes! RT @ABHuret: A2 Nothing speaks cust #engagement like handwritten note & complimentary product! @DawnDish <--#CustServ RT @custservgreeter: Q3: What (in your opinion should you *always* say to a customer to \\u00a0indicate empathy?\\u00a0#custserv RT @CustServGreeter: Q3: What (in your opinion should you *always* say to a customer to \\u00a0indicate empathy?\\u00a0#custserv\\u00a0 #custserv A3: thank you for sharing that. I appreciate you telling me. As I understand, you said- & please let me help you. @CustServGreeter thank you #custserv @elizabethtraub Hi Ms. Elizabeth! How are you this fine #custserv evening? @GregOrtbach #custserv A2: you can convey understanding and empathy in writing / chat. Use their name, thank them for their feedback A2 It's difficult to convey emotion but written has opp of wide audience of engagement that supersedes any subtle nuances lost #custserv RT @complexified: #custserv A3: thank you for sharing that. I appreciate you telling me. As I understand, you said- &please let me

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help you. MarkOrlan RT @complexified: #custserv A3: thank you for sharing that. I appreciate you telling me. As I understand, you said- & please let me help y\\u2026 elizabethtraub The mention of chocolate. RT @eric_andersen: @waynemcevilly @JamesMSama so...just all chocolate? Sounds good to me :#custserv AlHopper_ RT @GregOrtbach: A3: Do NOT mention the word survey or the phrase "Your call is important to us." #custserv HollyChessman @elizabethtraub Hello! Long time no see! How've you been? #custserv GregOrtbach Q4: What (in your opinion should you *never* say to a cust. because it's not empathetic? #custserv mike_nunes RT @Toby_Metcalf: A3 "I'm sorry" "I understand" "Does that solve your problem?" #custserv AlHopper_ RT @GregOrtbach: Q4: What (in your opinion should you *never* say to a cust. because it's not empathetic? #custserv Toby_Metcalf A3 "Is there anything else I may help you with?" #custserv CustServGreeter @BH_Social True enough, Brandon. (I love the written word, too. Can be difficult. #custserv\\u00a0 AlHopper_ wow, I got lost this evening! I'm sorry for the inconvenience ;0 #custserv elizabethtraub A3. I am trying to understand, can I ask a few more questions. #custserv ABHuret A3 "How can we make this right" is far more powerful than "I'm sorry". It's about owning/fixing problem. #custserv MarkOrlan A4: never get defensive with a customer. #custserv SJAbbott A3 If I am being honest, I find most pleasantries to be mostly contrived. Body language and expression are more empathetic. #custserv mike_nunes RT @ABHuret: A3 "How can we make this right" is far more powerful than "I'm sorry". It's about owning/fixing problem. #custserv CustServGreeter @elizabethtraub Hi, Elizabeth! #custserv\\u00a0 elizabethtraub @alhopper_ Hello taking a break from power point I am working on. #custserv MarshaCollier Thank you lots of #wine at dinner RT @AlHopper_: Honored to sit in for you! #custserv LovelyLu A3 Thank you, we value you, we understand. #CustServ JamesMSama @elizabethtraub @eric_andersen @waynemcevilly my mother owns a #chocolate business...I've been raised around it! #custserv CustServGreeter Good. : RT @elizabethtraub: @alhopper_ Hello taking a break from power point I am working on. #custserv GregOrtbach Love that. RT @CustServGreeter: RT @complexified: #custserv A3: thank you for sharing that. I appreciate you telling me. VickieMacFadden Let's figure out how we're going to make this right! (really works well with my southern accent!: #custserv elizabethtraub @hollychessman Hello Holly I always love seeing you. #custserv AlHopper_ A4 I didn't make that mistake, nor can I fix it cause it's not my department #custserv LovelyLu A4 You're wrong. #CustServ

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A4 Never be condescending. My problem is important to me even if it isn't to you. #custserv elizabethtraub @custservgreeter Hello sorry a little late here. Working on a project and this is a nice break. #custserv ABHuret Busy proposing?? RT @AlHopper_: wow, I got lost this evening! Im sorry for the inconvenience ;0 #custserv MarkOrlan Love it! RT @VickieMacFadden: Let's figure out how we're going to make this right! (really works well with my southern accent!: #custserv SJAbbott This. RT @HollyChessman: A4 Never be condescending. My problem is important to me even if it isn't to you. #custserv zacharyjeans RT @GregOrtbach: Q4: What (in your opinion should you *never* say to a cust. because it's not empathetic? #custserv Pat_Cluett @GregOrtbach @CustServGreeter #custserv A3: I understand. You may reiterate what they have told you to check in and ensure agreement. BH_Social A3 Always say ur purpose & goal. Empathetic terms can lose value in repetition but stated purpose reminds customer of target goals #custserv Toby_Metcalf A4 "It's our policy, there is nothing more I can do" #custserv VickieMacFadden From the Amen corner! RT @HollyChessman: A4 Never be condescending. My problem is important to me even if it isnt to you. #custserv elizabethtraub "oh really?" RT @gregortbach: Q4: What (in your opinion should you *never* say to a cust. because it's not empathetic? #custserv CustServGreeter RT @GregOrtbach: Q4: What (in your opinion should you *never* say to a cust. because it's not empathetic? #custserv elizabethtraub "are you sure.....?" RT @gregortbach: Q4: What (in your opinion should you *never* say to a cust. because it's not empathetic? #custserv Toby_Metcalf A4 "Please hold" #custserv HollyChessman @LovelyLu Ugh - and I've had that said to me. Immediately asked for a supervisor. That's a BIG no no. #custserv JamesMSama A4: Sorry, I have a lot of other people I'm dealing with right now, I'll be right with you. #CustServ #DontDoThat CustServGreeter Kablammo! RT @Toby_Metcalf: A4 "Please hold" #custserv ABHuret A4 Giving explanation of WHY/HOW something happened or providing info on company silos & structure. #WeDontCare #JustFixIt #custserv MarkOrlan RT @JamesMSama: A4: Sorry, I have a lot of other people I'm dealing with right now, I'll be right with you. #CustServ #DontDoThat SJAbbott @Toby_Metcalf Yes. Anything that starts with "Our policy is..." is like building a wall between you and the customer. A4 #custserv VickieMacFadden Many do only the bare minimum when there's a problem. We try to go that extra mile..where there's never a traffic jam! #custserv AlHopper_ Nah, I can only handle 1 wife. RT @ABHuret: Busy proposing?? RT @AlHopper_: wow, I got lost this evening! #custserv LovelyLu @HollyChessman Loses me forever! #CustServ elizabethtraub @jamesmsama @eric_andersen @waynemcevilly Make us friends, she brings the chocolate & I will bring the wine. #custserv

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GregOrtbach

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A4: Anything that indicates indifference, attitude, or "that" tone. #custserv Toby_Metcalf @CustServGreeter thank you (again #custserv AlHopper_ BINGO! RT @GregOrtbach: A4: Anything that indicates indifference, attitude, or "that" tone. #custserv CustServGreeter @Toby_Metcalf My pleasure, sir! #custserv\\u00a0 ABHuret @UBtalkin @AlHopper_ <--- Needs #CustServ GPS. ; ; tee hee elizabethtraub @abhuret Waving hello in your direction. #custserv Toby_Metcalf @SJAbbott thank you - hearing about a company's roadblocks only makes the customer's blood boil #custserv fmisle @MarkOrlan you're on a roll! Loving your #custserv responses CustServGreeter <yawn> What? : RT @AlHopper_: BINGO! RT @GregOrtbach: A4: Anything that indicates indifference, attitude, or "that" tone. #custserv AlHopper_ Yes, Yes I do! RT @ABHuret: @UBtalkin @AlHopper_ <--- Needs #CustServ GPS. ; ; tee hee zacharyjeans RT @MarshaCollier: Thank you lots of #wine at dinner RT @AlHopper_: Honored to sit in for you! #custserv VickieMacFadden Don't you hate it when you get an off site rep who is dealing with their child or dog instead of listening to you? #custserv JamesMSama A4: "What was ya prahblem again?" *While snapping gum* #CustServ MarkOrlan Listen as a receiver; not as a critic. #custserv Rob1One 6 Steps Towards Customer Service Success on #Twitter http://t.co/eGiutblcb9 via @salesforce #SocialMedia #CustServ Rob1One The Technology Checklist for Social Customer Service http://t.co/n05LVTHXDi via @salesforce #SocialMedia #CustServ AlHopper_ I dunno, I wasn't listening #custserv @CustServGreeter @GregOrtbach Pat_Cluett RT @GregOrtbach: Q4: What (in your opinion should you *never* say to a cust. because it's not empathetic? #custserv CustServGreeter Kerboom! RT @MarkOrlan: Listen as a receiver; not as a critic. #custserv zacharyjeans A4 At @Starbucks we never said, 'No.' #custserv ABHuret A4 "No Verizon/Chase/etc. I wouldn't be tweeting if the reps on the 800# were capable of resolving the issue" #custserv elizabethtraub Preach RT @alhopper_: BINGO! RT @GregOrtbach: A4: Anything that indicates indifference, attitude, or "that" tone. #custserv CustServGreeter @complexified My pleasure! #custserv\\u00a0 complexified #custserv A4: hmmm... "that's not MY problem..." :MarkOrlan @fmisle thanks, I'm trying to be an active listener and show empathy with this #custserv chat. BH_Social A4 Should never restate "policy." Terms like 'your concern is important to me.' Simply provide transparency of what dept is for #custserv elizabethtraub A4. "Let me put you on hold." #custserv AlHopper_ @fmisle did you sneak in behind me? I haven't said hello yet this hour #custserv btrfly12 RT @ABHuret: A3 "How can we make this right" is far more powerful than "I'm sorry". It's about owning/fixing problem. #custserv complexified RT @GregOrtbach: Love that. RT @CustServGreeter: RT @complexified: #custserv A3: thank you for sharing that. I appreciate

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you telling me. CustServGreeter Q5: Can chat be a good communication channel for customer service, or is it just "easy" (for the company?\\u00a0#custserv\\u00a0 AlHopper_ RT @CustServGreeter: Q5: Can chat be a good communication channel for customer service, or is it just "easy" (for the company?\\u00a0#custserv\\u00a0 elizabethtraub Yes RT @pat_cluett: RT @GregOrtbach: Q4: What (in your opinion should you *never* say to a cust. because it's not empathetic? #custserv ABHuret @elizabethtraub Hi gorgeous! : (are we picking out bridesmaids dresses and shoes yet? #willyoumarryme @marshacollier #custserv BH_Social A4 Should also never restate how other customers have ignored/been happy w/res customer is unhappy with #custserv VickieMacFadden Good one!! RT @MarkOrlan: @fmisle thanks, Im trying to be an active listener and show empathy with this #custserv chat. #custserv Toby_Metcalf Very true: RT @complexified #custserv A4: hmmm... "that's not MY problem..." :- #custserv SarahArrow 7 Simple Ways to Raise Your #custserv from Ordinary to Extraordinary http://t.co/DCHgE9Ws1W via @9INCHmarketing GregOrtbach RT @CustServGreeter Q5: Can chat be a good communication channel for customer service, or is it just "easy"? #custserv SJAbbott Yes. It was always "what can I do...?" RT @zacharyjeans: A4 At @Starbucks we never said, 'No.' #custserv zacharyjeans A4 "Can you please restate every single thing you already said to the last two customer service agents"? GAAHHH!!!! #custserv ABHuret @stales @marieeballard @jodyms @DrAttai Well ... in #CustServ last week, we had a wedding proposal on Vine! So, yes -- cannot miss a chat! elizabethtraub @abhuret @MarshaCollier Yes, can't wait for the bachelorette party. We are in charge of that right. #custserv zacharyjeans RT @SJAbbott: Yes. It was always "what can I do...?" RT @zacharyjeans: A4 At @Starbucks we never said, 'No.' #custserv LovelyLu A5 Chat is extremely helpful when the rep is well trained. Easier to communicate empathy in chat. #CustServ complexified #custserv A5: yes, chat can be hard to use well. Toby_Metcalf A5 - Chat is a wonderful communication / triage channel. Know when to take things private however #custserv JamesMSama A5: I've had good experiences with chat services. Quick, hands on, no hold time, overall - thumbs up. #CustServ elizabethtraub Q5. I think it's good if there is education, and service included. #custserv AlHopper_ A5 Gonna toot the team's horn for #custserv @Citibank chat team would say it works. They/we ranked very high in C-Sat et al in recent chart Pat_Cluett @GregOrtbach #custserv A4: I will leave it up to 'blank' dept to get back to you as to what we can. It's not my fault. I know how you feel. mike_nunes A5 for anything long winded, i prefer phone over a chat box. #custserv fmisle @AlHopper_ @CustServGreeter it can be an excellent tool/channel. Look at @rackspace :- #custserv HollyChessman A5 Chat can be a good form of cust service when done right - but it's

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often done on a formulaic way that's off putting #custserv VickieMacFadden A5 chat good for short, quick issues. I think when too long and complicated, pick up the phone. #custserv ABHuret @UBtalkin @AskCiti @AlHopper_ We love Al -- just goofing. : : #Custserv veltig RT @ValaAfshar: Often, the best performance measure in customer service is a customer smile. #custserv #custexp mike_nunes RT @VickieMacFadden: A5 chat good for short, quick issues. I think when too long and complicated, pick up the phone. #custserv elizabethtraub @abhuret @MarshaCollier Remeber this time last week... we were all just chatting away & then BOOM an engagement went viral #custserv Toby_Metcalf A5 - Chat & twitter is scalable and documented #custserv Pat_Cluett @AlHopper_ #custserv Hiya Al! Thank you. CustServGreeter @scifrei2 You should be as helpful as possible--not sure what "an outside vendor" means... @AlHopper_ @GregOrtbach #custserv\\u00a0 CustServGreeter HALFTIME!! Please enjoy your favorite beverage! Toasting encouraged. : #custserv elizabethtraub Yes :- or hugs. I got hugs today. RT @valaafshar: Often, the best performance measure in customer service is a customer smile. #custserv... ABHuret @elizabethtraub @MarshaCollier Uh oh ... trouble brewing! #TwitterBachelorette party! We need @katiecouric to host with us! #CustServ Pat_Cluett @CustServGreeter #custserv Hi Roy! Good to see you too! AlHopper_ hmmm, moar #coffee RT @CustServGreeter: HALFTIME!! Please enjoy your favorite beverage! Toasting encouraged. : #custserv CustServGreeter @scifrei2 Do you mean an outsourced customer service? @AlHopper_ @GregOrtbach #custserv\\u00a0 SJAbbott A5 Any channel that connects is a good opportunity. If it can be solved within that channel, great. If not, move it along. #custserv HollyChessman @zacharyjeans That makes me see red! Or when I've given the info to an IVR and then the agent asks me for it again. Really?! #custserv LovelyLu Cheers! RT @CustServGreeter: HALFTIME!! Please enjoy your favorite beverage! Toasting encouraged. : #CustServ MarkOrlan Wine tonight! RT @CustServGreeter: HALFTIME!! Please enjoy your favorite beverage! Toasting encouraged. : #custserv VickieMacFadden RT @AlHopper_: A5 Gonna toot teams horn @Citibank chat team wd say it works. Ranked very high in C-Sat in recent chart #custserv Toby_Metcalf @mike_nunes good evening #custserv CustServGreeter Yummy Poland Spring water. #Maine #custserv MarkOrlan A5: chat is just another channel. But is it a customer's first choice? It may just be the most accessible. #custserv ABHuret @elizabethtraub @MarshaCollier Yes!! Wait ... is that my doorbell???? #CustServ #Champagne Half-time! #Cheers! elizabethtraub @elizabethtraub @ABHuret @MarshaCollier @katiecouric My whole life people say, "your remind me of Katie" honorable compliment. #custserv AlHopper_ Rais your #halftime #custserv chat glasses in honor of #zappos and the lovely bride to be @MarshaCollier

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elizabethtraub

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RT @markorlan: Wine tonight! RT @CustServGreeter: HALFTIME!! Please enjoy your favorite beverage! Toasting encouraged. : #custserv MarkOrlan @VickieMacFadden @fmisle : #custserv HollyChessman @AlHopper_ @CustServGreeter Does ice cream count as a beverage? : #custserv mike_nunes @Toby_Metcalf good evening, sir #custserv VickieMacFadden RT @HollyChessman: A5 Chat can be good form of cust service when done right,but its often done in formulaic way thats off putting #custserv CustServGreeter If you wait a bit\\u2026 RT @HollyChessman: @AlHopper_ @CustServGreeter Does ice cream count as a beverage? : #custserv AlHopper_ mine wud've melted already, so yes! RT @HollyChessman: @AlHopper_ @CustServGreeter Does ice cream count as a beverage? : #custserv MarkOrlan If you let it melt into a shake. RT @HollyChessman: @AlHopper_ @CustServGreeter Does ice cream count as a beverage? : #custserv ABHuret BUBBLES tonight for @marshacollier & @curtbuthman! Congrats again and cheers! (sponsored by ..... #______ #custserv elizabethtraub Beverage this sunny evening is the hard stuff. H20 over ice. #custserv Toby_Metcalf @HollyChessman as long as there is milk mixed with it :- #custserv elizabethtraub Yes RT @custservgreeter: If you wait a bit\\u2026 RT @HollyChessman: @AlHopper_ @CustServGreeter Does ice cream count as a beverage? : #custserv Pat_Cluett @elizabethtraub @valaafshar #custserv A favourite quote - If you see someone without a smile, give them yours eric_andersen Yes RT @CustServGreeter Q5: Can chat be a good communication channel for customer service, or is it just "easy" (for the company? #custserv MarkOrlan Take it easy on that, Elizabeth! RT @elizabethtraub: Beverage this sunny evening is the hard stuff. H20 over ice. #custserv JamesMSama If it's melted : RT @HollyChessman @AlHopper_ @CustServGreeter Does ice cream count as a beverage? : #custserv CustServGreeter @scifrei2 You're polite to the customer and help find someone who can. @AlHopper_ @GregOrtbach #custserv zacharyjeans I prefer a good chat to a phone call. #custserv AlHopper_ I would. I do even as a customer #custserv @CustServGreeter @GregOrtbach elizabethtraub RT @abhuret: BUBBLES @MarshaCollier & @curtbuthman! Congrats again & cheers! (sponsored by ..... #lpublicdisplayofengagement #custserv MarkOrlan You must be an introvert. RT @zacharyjeans: I prefer a good chat to a phone call. #custserv AlHopper_ Me too, allows better multi tasking RT @zacharyjeans: I prefer a good chat to a phone call. #custserv ABHuret @elizabethtraub @MarshaCollier @katiecouric <--- Awesomeness! (As are u both! We need to pitch segment -- Real Ladies of Twitter! #CustServ elizabethtraub @markorlan I know it's the hard stuff, but someone has to drink it. #custserv

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fjmgroupnyc

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@elizabethtraub I'm pulling a #TopGun #Maverick with the ice water myself #custserv I didn't lose Goose though. CustServGreeter Splooosh! RT @elizabethtraub: @markorlan I know it's the hard stuff, but someone has to drink it. #custserv eric_andersen @mike_nunes hey there, Mike! Long time no see! #custserv elizabethtraub @jamesmsama @HollyChessman @AlHopper_ @CustServGreeter That just made me laugh. Always on the edge of funny. #custserv zacharyjeans @MarkOrlan Hah! I'm pretty extroverted. But I'm a thinker, so I can internalize information in text well. #custserv ENFP JamesMSama LOL. RT @MarkOrlan You must be an introvert. RT @zacharyjeans: I prefer a good chat to a phone call. #custserv GregOrtbach Q6: If you use email for customer service, what seems to work to show you care? #custserv elizabethtraub @abhuret @MarshaCollier @katiecouric #RealLadiesofTwitter starting now. I am going to come up with some pitches. #custserv AlHopper_ RT @GregOrtbach: Q6: If you use email for customer service, what seems to work to show you care? #custserv CustServGreeter RT @GregOrtbach: Q6: If you use email for customer service, what seems to work to show you care? #custserv VickieMacFadden @zacharyjeans depending on timing and what I need, so do I. And I'll talk to a stop sign..in southern, of course! #custserv tpgoebel RT @AlHopper_: Me too, allows better multi tasking RT @zacharyjeans: I prefer a good chat to a phone call. #custserv ABHuret A5 Regular chats are good for engagement, but need strong moderators for specific issues. (Or promise follow-up #custserv eric_andersen @zacharyjeans @MarkOrlan interesting - I think introverts excel here on Twitter, but a certain class of extroverts do as well #custserv MarkOrlan Nice! RT @zacharyjeans: Hah! I'm pretty extroverted. But I'm a thinker, so I can internalize information in text well. #custserv ENFP elizabethtraub @markorlan Yes, but I typically start east coast time. It's sunny and warm & seemed to fit the mood. #custserv LovelyLu A6 Answering in a timely fashion. #CustServ elizabethtraub Nice RT @fjmgroupnyc: @elizabethtraub I'm pulling a #TopGun #Maverick with the ice water myself #custserv I didn't lose Goose though. CustServGreeter RT @LovelyLu: A6 Answering in a timely fashion. #CustServ Pat_Cluett RT @CustServGreeter: Q5: Can chat be a good communication channel for customer service, or is it just "easy"? #custserv JamesMSama A6: Quick, detailed, thought out responses. Descriptive words to convey emotion. Personality must show through the text. #CustServ ABHuret A6: Email needs to be personalized. Robotic form letters don't cut it. (Especially if they ask for info already provided #custserv elizabethtraub A6. I always try to remember something personal to start the conversation. #custserv SJAbbott @eric_andersen @zacharyjeans @MarkOrlan I would think both I and E excel on social media, but in different ways. #custserv AlHopper_ @tpgoebel sometimes time is of the essence, tis why setting expectations is vital #custserv @zacharyjeans elizabethtraub A5. A particular hard email around #custserv is not an email, but a phone call. Just saying.

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AlHopper_ eric_andersen Pat_Cluett HollyChessman mike_nunes

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CustServGreeter MarkOrlan AlHopper_ elizabethtraub Pat_Cluett

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ABHuret elizabethtraub eric_andersen MarkOrlan Pat_Cluett elizabethtraub HollyChessman MarkOrlan AlHopper_

2013-06-05 1:39 am 2013-06-05 1:40 am 2013-06-05 1:40 am 2013-06-05 1:40 am

CustServGreeter elizabethtraub ABHuret HollyChessman

2013-06-05 1:40 am 2013-06-05 1:40 am

AlHopper_ eric_andersen

@tpgoebel Welcome aboard tonight! I missed you on the way in #custserv @JamesMSama A6: How about using first person to convey the human side of things? #custserv @GregOrtbach @CustServGreeter #custserv A5: I prefer any other channel to this. A6 Being hyper polite with wording works well in email #custserv @eric_andersen hey there, Eric! Natick fellas are in the #custserv house tonight! been learning the maps and roads of the south shore, you? +1 RT @AlHopper_: @tpgoebel Welcome aboard tonight! I missed you on the way in #custserv @eric_andersen @zacharyjeans I have some good MBTI fodder about Social Media usage, if you're interested, later. #custserv Happens a lot 'round here #custserv RT @tpgoebel: @AlHopper_ thanks! I was distracted... @abhuret You realize we just both posted the same answer for A6 because we are #TheLadiesonTwitter #custserv @GregOrtbach @CustServGreeter #custserv A5: chat moves quick so not a lot of time to process thoughts and then mistakes can happen @MarshaCollier Where is our #blushingbride tonight? No such thing as too much wine at dinner, lol! ; #custserv Yes it does. RT @hollychessman: A6 Being hyper polite with wording works well in email #custserv @mike_nunes been learning the maps and roads of Warsaw, Poland :- Will be traveling there again next week! #custserv @SJAbbott @eric_andersen @zacharyjeans yes, very true. #custserv RT @GregOrtbach: Q6: If you use email for customer service, what seems to work to show you care? #custserv SQUIRREL RT @alhopper_: Happens a lot 'round here #custserv RT @tpgoebel: @AlHopper_ thanks! I was distracted... RT @elizabethtraub: A6. I always try to remember something personal to start the conversation. #custserv What question are we on again? #custserv ...I'm lost. where? RT @elizabethtraub: SQUIRREL RT @alhopper_: Happens a lot 'round here #custserv RT @tpgoebel: @AlHopper_ thanks! I was distracted... @Pat_Cluett I don't think we're considering a Twitter chat\\u2026. web chat or "live chat" @GregOrtbach #custserv\\u00a0 Sweet RT @abhuret: @MarshaCollier Where is our #blushingbride tonight? No such thing as too much wine at dinner, lol! ; #custserv @elizabethtraub Lol! No -- didn't see that! : #TheLadiesOnTwitter #CustServ LOL! RT @elizabethtraub: SQUIRREL RT @alhopper_: Happens a lot 'round here #custserv RT @tpgoebel: @AlHopper_ thanks! I was distracted... finishing 6 getting set for 7 methinks RT @MarkOrlan: What question are we on again? #custserv ...I'm lost. Personal stories. RT @GregOrtbach Q6: If you use email for

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customer service, what seems to work to show you care? #custserv GregOrtbach A6: I like to rely on the 3 C's... Courteous, Cordial, & Committed. #custserv #custserv CustServGreeter Q7: When deeper understanding is needed, how do you contact the customer?\\u00a0#custserv\\u00a0 AlHopper_ RT @CustServGreeter: Q7: When deeper understanding is needed, how do you contact the customer?\\u00a0#custserv\\u00a0 Toby_Metcalf A6 - Make certain the email is not a canned response - it must be tailored to the customer #custserv MarkOrlan I think I drank too much wine at half-time. #custserv. @custservgreeter's fault. Pat_Cluett @GregOrtbach #custserv A6: a simple 'thank you' works wonders or the words 'I appreciate you reaching out to me' and if issue, an apology Toby_Metcalf RT @GregOrtbach: A6: I like to rely on the 3 Cs... Courteous, Cordial, & Committed. #custserv #custserv tpgoebel RT @Toby_Metcalf: A5 - Chat & twitter is scalable and documented #custserv mike_nunes @CustServGreeter Hi Roy! Welcome back #custserv AlHopper_ I blame him for most things... ;0 RT @MarkOrlan: I think I drank too much wine at half-time. #custserv. @custservgreeter's fault. elizabethtraub @markorlan How to respond in an email question. I was listening. Sitting in the front of class. #custserv and drinking h20 GregOrtbach RT @CustServGreeter: Q7: When deeper understanding is needed, how do you contact the customer?\\u00a0#custserv\\u00a0. #custserv HollyChessman Great policy! RT @GregOrtbach: A6: I like to rely on the 3 C's... Courteous, Cordial, & Committed. #custserv #custserv LovelyLu A7 Can't be afraid of picking up the phone when necessary. #CustServ MarkOrlan @AlHopper_ Al, you're just as lost as me : #custserv The tweet stream is making me dizzy. CustServGreeter Reshponshibility akshepted, shir! RT @MarkOrlan: I think I drank too much wine at half-time. #custserv. @custservgreeter's fault. BH_Social A5 Chat can be an AMAZING tool for #custserv because it shows customer the company invested in prioritizing instant assistance ABHuret And to the problem, too MT @Toby_Metcalf: A6 - Make certain email is not canned response - must be tailored to customer #custserv elizabethtraub Passing you some h2o w/lime RT @markorlan: I think I drank too much wine at half-time. #custserv. @CustServGreeter's fault. MarkOrlan Should always be an option...yes! RT @LovelyLu: A7 Can't be afraid of picking up the phone when necessary. #CustServ CustServGreeter You can be afraid, but should anyway. : RT @LovelyLu: A7 Can't be afraid of picking up the phone when necessary. #CustServ AlHopper_ A7 At the moment, refer back to voice comms eg phone until video takes over #custserv Toby_Metcalf Agree! RT @LovelyLu: A7 Cant be afraid of picking up the phone when necessary. #custserv complexified #custserv having delivered excellentvservice to my dog, now resuming tweets :VickieMacFadden Usually respond in mode client contacted us, but when emails run

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tpgoebel

2013-06-05 1:42 am 2013-06-05 1:42 am 2013-06-05 1:42 am 2013-06-05 1:42 am 2013-06-05 1:43 am 2013-06-05 1:43 am 2013-06-05 1:43 am 2013-06-05 1:43 am 2013-06-05 1:43 am 2013-06-05 1:43 am 2013-06-05 1:43 am 2013-06-05 1:43 am 2013-06-05 1:43 am

elizabethtraub Toby_Metcalf CustServGreeter MarkOrlan HollyChessman CustServGreeter tpgoebel BH_Social MarkOrlan eric_andersen AlHopper_ imacsweb LovelyLu

2013-06-05 1:43 am

Pat_Cluett

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SJAbbott CustServGreeter complexified CustServGreeter AlHopper_

2013-06-05 1:44 am 2013-06-05 1:44 am 2013-06-05 1:44 am 2013-06-05 1:44 am 2013-06-05 1:44 am

Toby_Metcalf ABHuret eric_andersen AlHopper_ BH_Social

more than 2-3 paragraphs, phone. #custserv RT @AlHopper_: where? RT @elizabethtraub: SQUIRREL RT @alhopper_: Happens a lot 'round here #custserv RT @tpgoebel: @AlHopper_ thanks! I wa\\u2026 Opportunity to make a customer for life. RT @lovelylu: A7 Can't be afraid of picking up the phone when necessary. #CustServ @ABHuret agree #custserv Woof! RT @complexified: #custserv having delivered excellentvservice to my dog, now resuming tweets :@elizabethtraub you're a bad influence, Elizabeth. #custserv RT @VickieMacFadden: Usually respond in mode client contacted us, but when emails run more than 2-3 paragraphs, phone. #custserv RT @VickieMacFadden: Usually respond in mode client contacted us, but when emails run more than 2-3 paragraphs, phone. #custserv #custserv is a trending topic on Twitter. Don't think I've seen that before on the Tuesday chats... A6 Any assistance over email MUST explain why it was used over assistance on the channel (FB, Tw, etc that it was rec'd #custserv Bonus! RT @tpgoebel: #custserv is a trending topic on Twitter. Don't think I've seen that before on the Tuesday chats... @AlHopper_ anyone using Skype yet for customer service? A7 #custserv Agreed! @VickieMacFadden Always start there, then get permission to move to different channel if needed #custserv @GregOrtbach @CustServGreeter A7: listen. Confirm. Validate. Commit... #custserv Yes! RT @CustServGreeter: You can be afraid, but should anyway. : RT @LovelyLu: A7 Cant be afraid of the phone when necessary. #CustServ @CustServGreeter @GregOrtbach #custserv I find instant message chats move fast too. And if you don't respond right away, then customer ? u A7 If an answer needs an open ended response, and there are variables, probably best to have direct communication. #custserv @scifrei2 Yes, thanks. (If you add the hashtag #custserv, that chat sees your tweets #custserv A6: providing name of rep, and call/file # to start.. RT @scifrei2: @CustServGreeter You can call them & make an appt. to sit down with them. #custserv I've heard it's happening.don't have example offhand RT @eric_andersen: @AlHopper_ anyone using Skype yet for customer service? A7 #custserv Sorry to dash early - have a wonderful night everyone. Cheers from #Natick #custserv A7 Phone home, ET!! SO many issues (even non-#CustServ related can be fixed with a single call vs going around in circles w/ email. @MarkOrlan @tpgoebel what geography? #custserv Cheers Toby! RT @Toby_Metcalf: Sorry to dash early - have a wonderful night everyone. Cheers from #Natick #custserv A7 When deeper convo needed, #custserv should come from channel

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preferred by customer. Ask what works for THEM, not whats easiest for brand imacsweb Happy to make #custserv for one or two questions! @GregOrtbach @CustServGreeter @MarshaCollier @RoyAtkinson mike_nunes A7 The most frequent way they prefer contact me. #custserv eisconsulting We're soo late, BUT wanted to say evening to one and all, : #custserv MarkOrlan "Courage is what it takes to stand up and speak; courage is also what it takes to sit down and listen." ~Winston Churchill #custserv HollyChessman RT @ABHuret: A7 Phone home, ET!! SO many issues (even non-#CustServ related can be fixed with a single call vs going around in circles w/ \\u2026 scifrei2 @CustServGreeter Thanks Roy #custserv Rob1One How to Do Retail #SocialMedia Customer Service: Case Studies From Best Buy, M&S, Tesco, Next and Boots http://t.co/PRyKFsiu6U #CustServ CustServGreeter @imacsweb <--co-conspirator @GregOrtbach @MarshaCollier @RoyAtkinson #custserv AlHopper_ We've trended before on a Tuesday, but it's not as regular as it can be #custserv VickieMacFadden RT @ABHuret: A7 Phone home, ET!SO many issues (even non CustServ can be fixed with single call vs going around in circles w/email #custserv Pat_Cluett RT @CustServGreeter: Q7: When deeper understanding is needed, how do you contact the customer?\\u00a0#custserv\\u00a0 AlHopper_ Never late if the reason is food imho RT @tburgess57: Sorry I am late. Cooking supper #custserv BH_Social @CustServGreeter definitely but #custserv dept can leverage maximization of FAQ element of wide potential audience of engagement for budget GregOrtbach Q8: Should cust. service reps have good writing skills? #custserv #custserv ABHuret Greetings! (no engagements tonight ; RT @eisconsulting: Were soo late, BUT wanted to say evening to one and all, : #custserv CustServGreeter No worries! Glad you're here. With food. For everyone. : RT @tburgess57: Sorry I am late. Cooking supper #custserv HollyChessman Sorry to leave early - really tired tonight. Enjoy the rest of #custserv ! MarkOrlan Not a good enough excuse. #CustServ first; then supper. RT @tburgess57: Sorry I am late. Cooking supper JamesMSama A7: #CustServ is like a relationship: You can communicate via text/email/whatever until a deeper discussion is needed, then, phone it is. AlHopper_ RT @ABHuret: Greetings! (no engagements tonight ; RT @eisconsulting: Were soo late, BUT wanted to say evening to one and all, : #custserv elizabethtraub @markorlan Oh man, I try so hard to keep my nose clean. #custserv eric_andersen @HollyChessman @ABHuret A7 Fascinating how out-of-sync text-based communications can be vs a simple voice conversation #custserv VickieMacFadden @tburgess57 did you cook enough for all of us>? #custserv AlHopper_ RT @JamesMSama: A7: #CustServ is like a relationship: You can

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tpgoebel ABHuret AlHopper_ elizabethtraub

2013-06-05 1:46 am 2013-06-05 1:46 am 2013-06-05 1:47 am 2013-06-05 1:47 am 2013-06-05 1:47 am 2013-06-05 1:47 am 2013-06-05 1:47 am

CharlsFdezMarin CustServGreeter complexified tpgoebel AlHopper_ SJAbbott Pat_Cluett

2013-06-05 1:47 am

BH_Social

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eric_andersen AlHopper_

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MarkOrlan tpgoebel LovelyLu AlHopper_ HollyChessman

2013-06-05 1:48 am 2013-06-05 1:48 am

CustServGreeter AlHopper_

2013-06-05 1:48 am

ABHuret

2013-06-05 1:48 am

CustServGreeter

communicate via text/email/whatever until a deeper discussion is needed, then\\u2026 +100 MT @ABHuret: SO many issues (even non-#CustServ related can be fixed with a single call vs going around in circles w/ email @AlHopper_ We trended tonight? #custserv @JamesMSama well said, sir! #custserv Uhhh ask my editor on staff and my CEO? RT @gregortbach: Q8: Should cust. service reps have good writing skills? #custserv #custserv RT @curtbuthman: @marshacollier I love you! #WillYouMarryMe <3 #custserv http://t.co/Q9XTIkFd3s That's between you two\\u2026 RT @ABHuret: @AlHopper_ We trended tonight? #custserv #custserv A7: to help clarify, call with specific questions ready to ask. Follow-up to go deeper as needed. @jpnKevin_T not on the #custserv chat lol. I thought I saw that earlier... I'll try to find it RT @ABHuret: @AlHopper_ We trended tonight? #custserv A8 Grammar, spelling and cultural understanding are vital for anyone in communications; and yes, #custserv is included. @GregOrtbach @CustServGreeter #custserv A7: if I have contact info, I will pick up the phone and place personal call ... Help me understand RT @JamesMSama: A7: #CustServ is like a relationship: You can communicate via text/email/whatever until a deeper discussion is needed, then\\u2026 A8: As long as it's with empathy :- RT @GregOrtbach Q8: Should customer service reps have good writing skills? #custserv not on twitter it's not... RT @CustServGreeter: That's between you two\\u2026 RT @ABHuret: @AlHopper_ We trended tonight? #custserv @elizabethtraub alright, you're excused this time, because of #custserv revelry. RT @SJAbbott: A8 Grammar, spelling and cultural understanding are vital for anyone in communications; and yes, #custserv is included. A8 Customer svc. reps shouldn't be customer svc reps without good writing skills. #CustServ @HollyChessman see ya Holly! have a good one! #custserv @eric_andersen @ABHuret Yes & misunderstandings can just be perpetuated via email rather than resolved in a 10 min phone convo #custserv @Pat_Cluett @GregOrtbach Good way to approach it, Pat #custserv\\u00a0 RT @eric_andersen: A8: As long as it's with empathy :- RT @GregOrtbach Q8: Should customer service reps have good writing skills? #custserv This! MT @eric_andersen: @HollyChessman @ABHuret A7 Fascinating how out-of-sync text-based comms can be vs simple voice convo #custserv @HollyChessman Buh-bye! Thanks for coming, Holly!

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GregOrtbach elizabethtraub HollyChessman complexified GregOrtbach SJAbbott elizabethtraub CustServGreeter Pat_Cluett AlHopper_ eisconsulting MarkOrlan ABHuret elizabethtraub imacsweb

2013-06-05 1:50 am

AlHopper_

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MarkOrlan JamesMSama

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mike_nunes CustServGreeter

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Pat_Cluett

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InSourcegroup AlHopper_ eisconsulting MarkOrlan

#custserv\\u00a0 @elizabethtraub Good point. I'll take sincerity and authenticity over good writing from a #custserv rep every single time. A8. My nemesis for over 20 years. I do my best, but am glad people come behind me in typo's and grammar. #custserv @tburgess57 Smiles and sweet dreams! #custserv #custserv A8: indubitably. Same time next week? RT @HollyChessman: Sorry to leave early really tired tonight. Enjoy the rest of #custserv ! Ha. RT @complexified: #custserv A8: indubitably. @gregortbach Thank you, I have had my team on me for years & I really do try. #custserv RT @GregOrtbach: Q8: Should cust. service reps have good writing skills? #custserv #custserv RT @GregOrtbach Q8: Should customer service reps have good writing skills? #custserv RT @CustServGreeter: RT @GregOrtbach: Q8: Should cust. service reps have good writing skills? #custserv #custserv @ABHuret @AlHopper_ Awww man! Lol. Well at least we didn't miss too too much! #custserv A8: #custserv reps should be great active listeners. A few spelling/grammar mistakes aren't as critical. @AlHopper_ @CustServGreeter We're ALL engaged to @curtbuthman?? #CustServ @markorlan And I thank you. Clink! #custserv RT @Hyken: Working as a team is a big part of customer service. The best people & companies won\\u2019t say, \\u201cIt\\u2019s not my department.\\u201d #custserv Dunno if @MarshaCollier will like that... RT @ABHuret: @AlHopper_ @CustServGreeter We're ALL engaged to @curtbuthman?? #CustServ @tburgess57 thanks Todd. I'll catch up with you later. #custserv A8: Not that they should, they MUST. I won't take a company seriously if they don't know the difference between your and you're. #CustServ A8 writing skills should be > or = to customer RT @GregOrtbach: Q8: Should cust. service reps have good writing skills? #custserv Wouldn't that make him a custservamist? :-P RT @ABHuret: @AlHopper_ @CustServGreeter We're ALL engaged to @curtbuthman?? #CustServ @eric_andersen @AlHopper_ @GregOrtbach #custserv A8: absolutely - writing, spelling and proper grammar need to be requirement for reps Customer Service Rep II position open in #FortWorth TX. #DFW #CustServ Apply Online Today! - http://t.co/Tf0qw5G4ol @BH_Social RT @Pat_Cluett: RT @GregOrtbach Q8: Should customer service reps have good writing skills? #custserv Cust svc reps should have good communication skills. Writing is a part of effective communication. #custserv @elizabethtraub the pleasure is mine. You're welcome. #custserv

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ABHuret

2013-06-05 1:50 am

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@HollyChessman @eric_andersen x1,000!! Nothing worse than email spinning out of control. Not sure if people are lazy or ignorant. #CustServ CustServGreeter Ping! RT @eisconsulting: Cust svc reps should have good communication skills. Writing is a part of effective communication. #custserv SJAbbott A8 Grammar should be consistent with the brand and relationship; it's part of the culture. #custserv AlHopper_ G'nite sir! #custserv RT @Toby_Metcalf: @AlHopper_ cheers & goodnight zacharyjeans RT @AlHopper_: G'nite sir! #custserv RT @Toby_Metcalf: @AlHopper_ cheers & goodnight CustServGreeter >> RT @SJAbbott: A8 Grammar should be consistent with the brand and relationship; it's part of the culture. #custserv elizabethtraub @jamesmsama Your so write. #custserv AdibaNelson Hey hey...barely made it! #custserv MarkOrlan Alignment...good! RT @SJAbbott: A8 Grammar should be consistent with the brand and relationship; it's part of the culture. #custserv BH_Social A8 biggest prob #custserv depts iincur is putting best convo person in #social. can muddy engagement by not being quality writer imacsweb @CustServGreeter A8: without question. Dissemination http://t.co/AXrJ2t4FWl & responses are critical. Listening trumps though... #custserv AlHopper_ Hi and welcome! Grab a seat and hold on! RT @AdibaNelson: Hey hey...barely made it! #custserv SJAbbott Love it. RT @elizabethtraub: @jamesmsama Your so write. #custserv eisconsulting Writing skills are fundamental. Proper grammar, correct spelling, etc. are nonnegotiable. Otherwise the brand is compromised. #custserv elizabethtraub @jamesmsama I could not resist that last tweet. It's the water and ice, making me edgy. #custserv socksinthedisco I'm doing a driveby wave hello to #custserv scifrei2 @CustServGreeter @SJAbbott Absolutely!! #custserv JamesMSama Thanks, now my eye is twitching. RT @elizabethtraub @jamesmsama Your so write. #custserv CustServGreeter @socksinthedisco Hi, Amanda! #custserv\\u00a0 AlHopper_ I can haz l33t skillz in #custserv as riter? ABHuret @AlHopper_ @MarshaCollier @CustServGreeter @curtbuthman Only responding in context to your last tweet ... lol! ; #CustServ VickieMacFadden Amazed at responses I've received that my 5th grade English/spelling teacher would have used every red pen she had! #custserv richirvine @AnnaGConnell Chucking in the odd pic of a clogged artery would give it more edge #smeg #freeadvice #edge #custserv BH_Social Apologize for not engaging more with ppls responses on #custserv but playing off of @AlHopper_ 's reporting of Qs. Not disinterested! elizabethtraub Hola Adiba never to late to weigh in on important business around this boardroom. RT @adibanelson: Hey hey...barely made it! #custserv MarkOrlan You're hired! RT @AlHopper_: I can haz l33t skillz in #custserv as riter? AlHopper_ @ABHuret I know. Had to buzz her with it ;0 @MarshaCollier

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MarshaCollier ABHuret

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CustServGreeter AlHopper_ imacsweb AlHopper_ BH_Social

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socksinthedisco imacsweb vandegrandy JamesMSama AdibaNelson

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AlHopper_ GregOrtbach Pat_Cluett

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SJAbbott elizabethtraub

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CustServGreeter socksinthedisco AlHopper_ KateNasser

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MarkOrlan vandegrandy

2013-06-05 1:55 am

Pat_Cluett

@CustServGreeter @curtbuthman #custserv @AlHopper_ @ABHuret @CustServGreeter @curtbuthman Thank you so much! What a lovely dinner, thanks to #custserv MT @eisconsulting Writing skills = fundamental. Proper grammar, spelling, etc. are nonnegotiable. Otherwise brand compromised. #custserv Q9: Can you train for empathy?\\u00a0#custserv RT @CustServGreeter: Q9: Can you train for empathy?\\u00a0#custserv @BH_Social Agreed....as "one of" #custserv @BH_Social glad I can be of service to you! #custserv #custserv engagements need transparency on limitations first, empathy second. Easy to confuse empathy w/script. Show customer #social limits @AdibaNelson Hola Adiba@ #custserv @CustServGreeter A9: NO! (IMHO #custserv RT @MarshaCollier: "Customer service is not a department, it\\u2019s everyone\\u2019s job" ~Peter Glen #custserv A9: That's a tough one...I'm gonna be bold and say I don't think so. If so, it'd be built through experience, not training. #CustServ A8: customer service REQUIRES good writing skills. demands it. A misspelled and I'll punctuated letter mkg me qstn professionalism #custserv I left those days back in high school... RT @tburgess57: @AlHopper_ of you want a job as a hacker you are hired #custserv \\u201c@AlHopper_: RT @CustServGreeter: Q9: Can you train for empathy?\\u00a0#custserv\\u201d @GregOrtbach @elizabethtraub #custserv wouldn't all three combine for stellar service - how can you convey msg effectively if u cannot write A9 I believe empathy is something that you can nurture. But if it doesn't exist within someone, it's a hard thing to instil. #custserv @tburgess57 @JamesMSama I just pray my intelligence in spoken language outshines my written language. Editor on staff for reason. #custserv Continue this discussion in the #CustServ Exchange group on LinkedIn: http://t.co/whiIsgkUU5 Hi! RT \\u200f@CustServGreeter @socksinthedisco Hi, Amanda! #custserv RT @CustServGreeter: Continue this discussion in the #CustServ Exchange group on LinkedIn: http://t.co/wQUjB4TVHs TY @@addzestDougie Gr8 post on being ready for crisis. #CustServ Teams & Controversy: Leaders Ready? http://t.co/1tzdM0NSwC fr @KateNasser A9: better question: can you train for Active Listening? Yes...people have to be open to change, though. #custserv RT @KateNasser: 7 Simple Ways to Raise Your #custserv from Ordinary to Extraordinary http://t.co/NDkbbbQJeR via @9INCHmarketing RT @CustServGreeter: Q9: Can you train for

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eisconsulting CustServGreeter AdibaNelson mike_nunes AlHopper_

2013-06-05 1:56 am 2013-06-05 1:56 am 2013-06-05 1:56 am 2013-06-05 1:56 am 2013-06-05 1:56 am 2013-06-05 1:56 am 2013-06-05 1:56 am 2013-06-05 1:56 am

elizabethtraub SJAbbott AlHopper_ zacharyjeans jpnKevin_T MarkOrlan ABHuret Pat_Cluett

2013-06-05 1:57 am 2013-06-05 1:57 am 2013-06-05 1:57 am 2013-06-05 1:57 am 2013-06-05 1:57 am 2013-06-05 1:57 am 2013-06-05 1:57 am 2013-06-05 1:57 am 2013-06-05 1:57 am 2013-06-05 1:57 am 2013-06-05 1:57 am 2013-06-05 1:57 am 2013-06-05 1:57 am 2013-06-05 1:58 am

CustServGreeter LovelyLu AlHopper_ scifrei2 GregOrtbach AlHopper_ CustServGreeter ABHuret MarkOrlan bettervideo eisconsulting BH_Social GregOrtbach AdibaNelson

empathy?\\u00a0#custserv Distributing info w/o proper context, subject/verb agreement, etc is borderline just as harmful as not distributing it at all. #custserv @MarkOrlan What??? : #custserv And fir the record...my phone s autocorrecting me as I tweet and feed kid dinner..I take no rspnsblty. For typos. Lol #custserv RT @CustServGreeter: Q9: Can you train for empathy?\\u00a0#custserv & new G+ page in beta* RT @CustServGreeter: Continue this discussion in the #CustServ Exchange group on LinkedIn: http://t.co/wQUjB4TVHs @pat_cluett @GregOrtbach Absolutely! #custserv A9 All the listening skills in the world won't help if someone just simply doesn't care. #custserv @AdibaNelson love it when that happens #custserv A9 Appeal to real life experiences where your employees have been the recipient of empathy. #custserv "Forced synchronus mode" :- RT @tpgoebel: @jpnKevin_T not on the #custserv chat lol. @CustServGreeter always a kidder : #custserv Question: Who is to blame for poor grammar/spelling? Poor hiring OR result of 140 character text-based life & communications? #custserv @GregOrtbach @AlHopper_ @CustServGreeter #custserv A9: we can all learn how to be empathetic. Put yourself in the customers shoes. @AdibaNelson No wurries - me two. :\\u00a0#custserv A9 I wish the answer was yes, but if it isn't authentic, it's not empathy. #CustServ @ABHuret poor custom dictionaries in wordprocessors ;0 #custserv @CustServGreeter #custserv It usually is in a person, you can train someone but, it is not that easy. If it's high pressure they won't last Q10: What other important qualities make a successful cust. service rep? #custserv n #custserv RT @GregOrtbach: Q10: What other important qualities make a successful cust. service rep? #custserv n #custserv RT @GregOrtbach: Q10: What other important qualities make a successful cust. service rep? #custserv n #custserv A9 Can you imagine the empathy test ... possibilities are endless. Jimmy Kimmel would have a field day. #custserv @ABHuret very good question. Need people with better typing skills. #custserv Too pooped to participate, but vicariously enjoyed the #custserv chat in my timeline tonight. #Cheers, my friends! You can train someone to engage, but you can't teach someone to feel. #custserv Biggest challenge in #social #custserv training showing words can be confused. Just bc not obv to writer doesnt mean cant be misconstrued Wow - #custserv is kind of like a flash mob. We come together, conquer, make an impression, and then dissipate. @AlHopper_ right? Stupid phone #custserv

2013-06-05 1:58 am 2013-06-05 1:58 am 2013-06-05 1:58 am 2013-06-05 1:58 am 2013-06-05 1:58 am 2013-06-05 1:58 am 2013-06-05 1:58 am 2013-06-05 1:58 am 2013-06-05 1:58 am

CustServGreeter

2013-06-05 1:58 am 2013-06-05 1:58 am 2013-06-05 1:58 am 2013-06-05 1:59 am 2013-06-05 1:59 am 2013-06-05 1:59 am

2013-06-05 1:59 am

2013-06-05 1:59 am 2013-06-05 1:59 am 2013-06-05 1:59 am

@ABHuret Wouldn't it be the Bill Clinton "Ah feel yer pain" test? \\u00a0#custserv Pat_Cluett @GregOrtbach @AlHopper_ @CustServGreeter #custserv A9: then practice, practice, practice .. role playing helps a lot with feedback GregOrtbach Studio audience or no? RT @ABHuret: A9 Can you imagine the empathy test ... possibilities are endless. #custserv LovelyLu A10 Kind, enthusiastic, conscientious. #CustServ scifrei2 @CustServGreeter #custserv Bye Roy, it was nice to catch you tonight. AdibaNelson "@CustServGreeter: @AdibaNelson No wurries - me two. :\\u00a0#custserv" lol Pat_Cluett RT @GregOrtbach: Q10: What other important qualities make a successful cust. service rep? #custserv AlHopper_ new #custserv blog post out http://t.co/iGPctlfm9X it's not a fughazi, forget about it... ABHuret @MarshaCollier @AlHopper_ @CustServGreeter @curtbuthman Aww ... we're nothing if not romantic (but check still goes to Curt! lol! #CustServ SJAbbott @ABHuret Grammar is cultural; there's a nuance that's allowed. Spelling has rules that create confusion when broken. #custserv MarkOrlan Very true...especially if they're a 'T'! RT @eisconsulting: You can train someone to engage, but you can't teach someone to feel. #custserv VickieMacFadden Agree! RT @LovelyLu: A9 I wish the answer was yes, but if it isn't authentic, its not empathy. #custserv BH_Social A10 Top qualities of #custserv agent are innovation, passion and interest in creating change in brand relationship & perception CustServGreeter Kahboom! RT @LovelyLu: A10 Kind, enthusiastic, conscientious. #CustServ CustServGreeter Likewise! Stop by when you can! (Every Tuesday RT @scifrei2: @CustServGreeter #custserv Bye Roy, it was nice to catch you tonight. elizabethtraub @abhuret WOW that is a loaded question. In a meeting today w/ 50 something stakeholders who thk 20's & to come can't write. #custserv GregOrtbach Great to see you each week Tobias. : RT @tpgoebel: @GregOrtbach haha very true. #custserv BH_Social A single #custserv engagement can revolutionize how person, and audience, perceives how a brand does biz & values their customers elizabethtraub RT @sjabbott: @ABHuret Grammar is cultural; there's a nuance that's allowed. Spelling has rules that create confusion when broken. #custserv