#custserv 02 :: Customer Service Follow-Ups
Transcript from The Customer Service Dialogue on Twitter
Please join us weekly every Tuesday at 9pm EST by following #custserv
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JeffreyJKingman Starting Now: Customer Service Follow-ups Discussion on Twitter w/@MarshaCollier: come share your experiences at #custserv
JeffreyJKingman @MarshaCollier are you here? #custserv
JeffreyJKingman The Customer Service Dialogue. Every Tuesday night at 9pm EST w/best-selling author @MarshaCollier on hashtag #custserv
MarshaCollier RT @JeffreyJKingman: Now: Customer Service Follow-ups Discussion on Twitter w/@MarshaCollier: come share your experiences at #custserv
Ramon_DeLeon RT @JeffreyJKingman: The Customer Service Dialogue. Every Tuesday night at 9pm EST w/bestselling author @MarshaCollier on hashtag #custserv
JeffreyJKingman Customer Service Dialoge: Tonights topic for 12/29: Customer Service Follow Up #custserv #custserv
JeffreyJKingman Welcome everyone.. Marsha, could you just give a quick intro of yourself? #custserv
MarshaCollier Thanks if you’ve come by for our #custserv chat tonight @JeffreyJKingman – whats tha first question..?
JeffreyJKingman I’m Jeff: CEO of Chalkboarder.com. We do relationship engineering B2B and B2C both on/offline; former Exec Chef 9X across USA #custserv
JeffreyJKingman Q1: What industry do you think is the worst/best in customer service followup? #custserv
HRMargo #custserv is there a radio feed that goes along with this chat or is it mere twitter stream convo?
awakeningaimee RT @MarshaCollier: RT @JeffreyJKingman: Now: Customer Service Discussion on Twitter w/@MarshaCollier: share your experiences at #custserv
JeffreyJKingman @HRMargo It’s a twitter-dialogue. Welcome in! #custserv
JeffreyJKingman CustServ Q1: What industry do you think is the worst/best in customer service followup? #custserv
MarshaCollier @HRMargo you can follow along in a search for #custserv
JeffreyJKingman All are welcome to participate in Twitter-dialogues – feel free to shoutout. #custserv
MarshaCollier Q1: also, follow up with food vendors. Ever notice supermarkets & drug stores just try to sell and don’t care about you? #custserv
MarshaCollier Q1: Tee hee, auto repair! I drove for a couple of months with no oil cap! #custserv
JeffreyJKingman Marsha, was there a first part to your tweet? #custserv
MarshaCollier @Shennee_Rutt Hi there, join in! to #custserv
MarshaCollier @ToddDavidMehl We’d love your comments, please hashtag #custserv at the end so everyone can see them
JeffreyJKingman Q2: What is the worst example of customer service followup you have experienced? Everyone can chime in on questions.. :)) #custserv
MarshaCollier OK, whoever made the comment about Virgin America needing a bar and deleted.. very funny #custserv
awakeningaimee RT @MarshaCollier: Q1: mobile phone providers & I hate automated systems. Calling insurance companies is up there. #custserv
MarshaCollier @awakeningaimee I’ve found I get better service with mobile phone providers when I go into their store. Like night and day #custserv
awakeningaimee Q1: mobile phone providers & I hate automated systems. Calling insurance companies is up there. #custserv
JeffreyJKingman Q2 What is the worst example of customer service followup you have experienced? Everyone can chime in on questions.. :)) #custserv
awakeningaimee @MarshaCollier agreed #custserv I think healthcare & medical insurance is pretty bad from a insider view.
Shennee_Rutt @MarshaCollier If a company you had a bad customer service experience with righted the wrong, I would say that is a good thing! #custserv
MarshaCollier Q2: I’m with @awakeningaimee in insurance companies. They make you stay on hold F O R E V E R #custserv
MarshaCollier Seriously, are you being shy? I know you’re there – you al DM’d me #custserv
MarshaCollier @awakeningaimee DOctors can be lousy customer service people too.. not keeping a schedule by booking too many patients #custserv
awakeningaimee Q2 I would say doctor’s office that cared more about verifying insurance than taking an emergency patient #custserv
MarshaCollier @Shennee_Rutt Exactly, a bad customer experience gives a company the chance to shine by correcting #custserv
rewardfeedback #custserv – Q1 – Restaurant, mechanic shops, hotels, spas… in that order…LOL
MarshaCollier @awakeningaimee DOn’t you think doctors should do that before your appointment? Good point! #custserv
Shennee_Rutt @MarshaCollier My trick to avoid being on hold for long periods of time is to keep hitting 0, until I talk to a human beiing. #custserv
wrw_usa Q2 yup agree on insurance companies and most doctors (non boutique) offices #custserv
JeffreyJKingman My worst experience was a pizza shop at an OH airport #custserv
MarshaCollier @rewardfeedback Can you gice specifics? You’re right though. Most retail establishments don’t care once you walk out the door #custserv
Ramon_DeLeon @MarshaCollier Some biz make it hard 2 really Rave abt Awsum Service when all u get is a touchtone phone survey on receipt #custserv
JeffreyJKingman Q2 When I got home I emailed a complaint to the company and copied to entire city council. #custserv
MarshaCollier @wrw_usa I HATE my insurance company. But I’ve found if you have a good agent, they can smooth thing a bit #custserv
MarshaCollier @Shennee_Rutt Hitting 0 doesn’t always work .. its all about disrespecting the customer’s time #custserv
SeattleTallPopp @JeffreyJKingman Would love to see you discuss #custserv best practices.
awakeningaimee RT @MarshaCollier: @awakeningaimee Our office is pedi-cardiology. We refer out sometimes. Unfortunatley a lot of docs r about $$ #custserv
anniesgoathill RT @MarshaCollier: @Shennee_Rutt Exactly, a bad customer experience gives a company the chance to shine by correcting #custserv
rewardfeedback Being at a Denny’s for breakfast – the server forgot my toast. I asked for it & he yelled “need toast for the cow at 14” #custserv
wrw_usa @MarshaCollier indeed; let them work a little for that commission #custserv
JeffreyJKingman Q3: What could companies customer service dept discussed have done differently? #custserv
MarshaCollier @awakeningaimee I’m addressing doctors in my new book, interviewed a few. Got some good tips for making patients feel more cared #custserv
awakeningaimee @Shennee_Rutt I do that too #custserv
JeffreyJKingman RT @SeattleTallPopp: @JeffreyJKingman Would love to see you discuss #custserv best practices. ::: Future topic in next couple weeks 🙂 Hiya!
MarshaCollier @JeffreyJKingman LOL, Dominos always burns a thing crustr pizza – they never get it right #custserv
MarshaCollier @wrw_usa Exactly, that is what insurance agents are for – let them EARN their money #custserv
SeattleTallPopp @JeffreyJKingman What’s the topic this week? #custserv
LindaSherman Q1 best/worst industries for #custserv follow up. I think “worst” industries are where companies have a chance to distinguish themselves.
MarshaCollier RT @rewardfeedback Denny’s for breakfast – the server forgot my toast. I asked for it & he yelled need toast for the cow at 14 #custserv
MarshaCollier @rewardfeedback Lovely – restaurant people take note what goes on with the customers! #custserv
awakeningaimee @MarshaCollier excellent. Let me know if you want talk to Andrew or I can help In any way. I do my best to see to the patients. #custserv
JeffreyJKingman @MarshaCollier This was not a Dominos, but much smaller chain. On-site mgmt #fail. Got a gift cert in the mail for $25 #custserv
wrw_usa @JeffreyJKingman if they don’t have a blog, participate in Twitter or FaceBook, or monitor Yelp ratings; let em RIP! #custserv
JeffreyJKingman RT @SeattleTallPopp: @JeffreyJKingman What’s the topic this week? #custserv :: This week is Customer Service Follow-ups
MarshaCollier @anniesgoathill But how many actually follow up and make things right? I will tell you that #FedEx does! they listen #custserv
rewardfeedback There needs to be more measurement of service activities and tangible benefits to customers for giving feedback #custserv
MarshaCollier @LindaSherman Thanks for joining, you must have some horror stories considering all your travels #custserv
MarshaCollier BTW @LindaSherman was the CEO of Club Med Japan #custserv
SkagitIMS #custserv to me is when you call the Ning Corporate office you get at least an answering machine to report a TOS violation (cont’d)
SeattleTallPopp @JeffreyJKingman I got new tires a couple years ago. Firestone called TWICE to make sure I was happy. #custserv
Rieva Providing stand-out customer service is a great way for small business owners to stand out. #custserv
MarshaCollier @wrw_usa Yelp has become a significant force. If a restaurant isn’t following the posts they loose big time #custserv
wordsdonewrite I had a bad experience at Baskin-Robbins when I went 4 my free bday ice-cream. Manager yelled at me. Called corporate to complain. #custserv
MarshaCollier @awakeningaimee Let’s DM afterwards and we can talk about it! #custserv
JeffreyJKingman Let’s repeat Q2: What is the worst example of customer service followup you have experienced? #custserv
MarshaCollier @Rieva absolutely – and that means ALL BUSINESSES. Anyone who takes $ in exchange for anything #custserv
SkagitIMS #custserv cont’d – like the one of a nasty website on Ning calling for more Lakewood & #eatonville terror attacks on heroic cops. (END)
MarshaCollier I have found that most businesses use Facebook in a pretty self serving manner, @wrw_usa do you have good examples? #custserv
JeffreyJKingman @wordsdonewrite How did corporate respond? #BaskinRobbins #custserv
wrw_usa ClubMed could teach most companies about customer service #custserv
MarshaCollier @SeattleTallPopp Have you been let down by a business? #custserv
SeattleTallPopp @JeffreyJKingman Publishers send me books. Most memorable? Handwritten note w/ book & a follow up e-mail. Much appreciated. #custserv
JeffreyJKingman @SkagitIMS Did Ning.com reply? #custserv #eatonville
MarshaCollier @SeattleTallPopp That’s an amazing tribute to Firestone tire – was it a local store? #custserv
rewardfeedback I don’t understand why any customer is willing to wait until after they’ve left to be contacted. Real-time solutions are best. #custserv
Ramon_DeLeon @Rieva I call it ‘Deliver the WOW’ #custserv
MarshaCollier @wordsdonewrite Are you serious? that’s outrageous. No more Baskin Robbins (at least at that location) #custserv
Rieva Just had a horrible Christmas shopping experience ordering from Sears’ Web site. Completely unsatisfactory response. #custserv
wordsdonewrite Listened to my story. Said they’d tell owner (it was a franchise). RT @JeffreyJKingman How did corporate respond? #BaskinRobbins #custserv
JeffreyJKingman Q4: How many people did you tell about the negative experience and how (face2face, email, socialweb)? #custserv
wrw_usa @rewardfeedback agree which is why if brands aren’t monitoring real time customer experience (Twitter) they’re not doing it right #custserv
awakeningaimee @MarshaCollier Boston Market, had a bug in creamed spinach. Called & they acted like I wanted a handout. Worst #custserv
MarshaCollier @SkagitIMS If a web business waits too long on on TOS violations, they will end up in total disrepute #custserv
MarshaCollier @wrw_usa How so? #custserv
wordsdonewrite I blogged about it 2 feel better! RT @MarshaCollier R U serious? Outrageous. No more Baskin Robbins (at least at that location) #custserv
wrw_usa @MarshaCollier Agree; Yelp is a growing local market force to watch #custserv
MarshaCollier RT @brooksbayne: @MarshaCollier PF changs does a good job with facebook, imo.
JeffreyJKingman @Rieva Let’s talk after; I can point you to Sears customer fix-it dude. Ever seen blog on ‘Sears Killed My Dog’? #custserv
Rieva @Ramon_DeLeon not enough businesses know how to or care about “delivering the Wow” it’s a shame #custserv
awakeningaimee RT @JeffreyJKingman: Q4: Probably 1 to 5 #custserv
wrw_usa @awakeningaimee sad commentary on Boston Market #fail #custserv
SeattleTallPopp @MarshaCollier Biz books tout Dell’s legendary service. Bought my laptop & proceeded to spend HOURS on their help line. #custserv
MarshaCollier @Ramon_DeLeon Delivering the WOW had its day – customers demand more than WOW. They need to be respected #custserv
JeffreyJKingman RT @SkagitIMS: @JeffreyJKingman No they haven’t to TWO e-mails #custserv DM me for an e-mail to send details. (ning.com)
MarshaCollier @Rieva What happened with #Sears? #custserv
SeattleTallPopp @MarshaCollier Definitely a disconnect between Dell’s reputation and the actual customer experience. #custserv
RayJGordon Q2 Lufthansa at Frankfurt Airport – they wouldn’t let me make an emergency collect call to American Express to get new flight #custserv
MarshaCollier If you can’t keep up, @JeffreyJKingman posts the chat feed in a couple of days – look for the link#custserv
Rieva @JeffreyJKingman I haven’t seen it. That would be great, I am still really annoyed. #custserv
JeffreyJKingman @RayJGordon Did you complain to Lufthansa? #custserv
rewardfeedback I don’t want vendors to have my personal info to reply to my experiences. Anonymity is king in my book! #custserv
SeattleTallPopp RT @MarshaCollier @SeattleTallPopp That’s an amazing tribute to Firestone tire -was it a local store? #custserv Yes, local.
wordsdonewrite Here’s the full story of my Baskin-Robbins experience. Blogging can be therapeutic! http://tinyurl.com/y8oh48c #custserv
MarshaCollier @wrw_usa #FedEx saw my pain, responded on Twitter immediately, but I was too annoyed to repeat, they followed up 2 days later! #custserv
awakeningaimee @JeffreyJKingman @MarshaCollier seen the new Domino’s ad where the address customer feedback? Even the CEO kinda brilliant. #custserv
wrw_usa @MarshaCollier can direct you to a physician that built his practice exclusively via Yelp & social media #custserv
JeffreyJKingman RT @MarshaCollier: @Ramon_DeLeon Delivering the WOW had its day – customers demand more than WOW. They need to be respected #custserv
SeattleTallPopp @MarshaCollier RE: Firestone. Their customer service was stellar from the moment I walked in the door to their follow up. #custserv
wrw_usa @MarshaCollier you can also use TweetChat or Twazzup http://bit.ly/8eOjxV for feeds #custserv
JeffreyJKingman @awakeningaimee I saw that this morning via @paulbarron: It’s a good move on Dominoes part #custserv
awakeningaimee @wrw_usa I’d like more info on building doc practice thru social media #custserv
rewardfeedback what if you received a valuable coupon for giving a business your thoughts anonymously DURING the experience? Rocks, right? #custserv
MarshaCollier RT @awakeningaimee: #BostonMarket, had a bug in creamed spinach. Called & they acted like I wanted a handout. Worst #custserv <hope they see
RayJGordon @JeffreyJKingman vehement complaints to supervisors at airport face2face – alas, to no avail! #custserv
JeffreyJKingman I will post a transcript of the Customer Service dialogue late tomorrow on hashtag #custserv
MarshaCollier @SeattleTallPopp That’s good to hear. I’ve heard that lately they’ve improved their service #custserv
awakeningaimee @MarshaCollier never got take out from there again #custserv
MarshaCollier @Rieva Did you see @JeffreyJKingman’s tweet? He’ll hook you up w #sears #custserv
SeattleTallPopp @JeffreyJKingman @MarshaCollier @Ramon_DeLeon Delivering WOW isn’t the challenge-delivering WOW throughout your organization is. #custserv
Ramon_DeLeon @Rieva What a Biz needs 2 do is educate it’s customers on it’s products and make it FUN ordering it. This can help prempt issues #custserv
JeffreyJKingman Portland OR had a customer service #fail when e-coli discovered in public water (communications) #custserv cc: @MayorSamAdams
Rieva @MarshaCollier it just didn’t seem to matter to them, even when I said there’d be one very unhappy 10 yr old #custserv
awakeningaimee RT @JeffreyJKingman: @awakeningaimee I saw that this morning via @paulbarron: It’s a good move on Dominoes part #custserv ((totally agree))
MarshaCollier @RayJGordon Wonder if Lufthansa is on Twitter. That’s outrageous! #custserv #fail
JeffreyJKingman @RayJGordon Did you contact Lufthansa corporate after? #custserv
Rieva @MarshaCollier yes, thanks, saw it #custserv, very appreciative
MarshaCollier We only get what we stand up for. If we don’t insist on quality service, as consumers we won’t get it #custserv
JeffreyJKingman Q5: What is the best example of customer service followup you have experienced? #custserv
SeattleTallPopp @MarshaCollier I have had outstanding customer service at Sears auto service as well. Drive 10 miles out of my way to go there. #custserv
awakeningaimee RT @MarshaCollier: We only get what we stand up for. If we don’t insist on quality service, as consumers we won’t get it #custserv ((agreed)
Ramon_DeLeon @Rieva @garyvee Makes Ordering Wine Fun…I make ordering Pizza Fun. I will b in LA for #Gravsum in Feb. #custserv
Rieva @Ramon_DeLeon But Ramon, not enough businesses have owners like you, who really care about customer happiness #custserv
MarshaCollier @Ramon_DeLeon I might suggest quality content and engagement. #custserv about
wordsdonewrite I don’t think gov’t thinks it has customers! RT @JeffreyJKingman Portland had #custserv fail when e-coli was discovered in public water.
LindaSherman @JeffreyJKingman Would love to give examples of excellent #custserv. I found Q1,2 and 4 but can’t find Q3. Could you please repeat?
SkagitIMS RT @MarshaCollier: We only get what we stand up for. If we don’t insist on quality service, as consumers we won’t get it #custserv
karla_porter when companies start 2 c negative trends they must act rather than waiting for chickens 2 fall from the sky #custserv
JeffreyJKingman @LindaSherman Q3: What could the companies discussed have done differently? #custserv
LindaSherman Sorry – there it is RT @JeffreyJKingman: Q5: What is the best example of customer service followup you have experienced? #custserv
awakeningaimee RT @JeffreyJKingman: Q5: What is the best example of customer service followup you have experienced? #custserv ((AAA after I got right peep
Rieva @Ramon_DeLeon oh maybe I’ll meet you there #custserv
hackmanj RT @MarshaCollier: We only get what we stand up for. If we don’t insist on quality service, as consumers we won’t get it #custserv
Shennee_Rutt @MarshaCollier I agree! Speak now, or forever hold your peace. #custserv
MarshaCollier @fail_watch I think public utilities are often some of the worst offenders. They really DO own their custoemrs #custserv
JeffreyJKingman @wordsdonewrite I think some govt agencies “get” #custserv: others don’t or stick head in sand.
MarshaCollier @Ramon_DeLeon Will you teach my local Dominos how to make the thin crust – pretty please? #custserv
TheJackB RT @MarshaCollier: We only get what we stand up for. If we don’t insist on quality service, as consumers we won’t get it #custserv
JeffreyJKingman RT @karla_porter: when companies start 2 c negative trends they must act rather than waiting for chickens 2 fall from the sky #custserv
JeffreyJKingman RT @Shennee_Rutt: @MarshaCollier I agree! Speak now, or forever hold your peace. #custserv
MarshaCollier @hackmanj What’s your biggest complaint? #custserv
JeffreyJKingman @karla_porter too many organizations have fear of negative feedback; it’s time to embrace your fear, C-Levels on down #custserv
wordsdonewrite Yes. Some do. RT @JeffreyJKingman: I think some govt agencies “get” #custserv: others don’t or stick head in sand.
awakeningaimee @JeffreyJKingman @MarshaCollier I tend to get what I want. Realizing that u might need to speak to someone else helps. #custserv
Ranker_com So true. RT @MarshaCollier: We only get what we stand up for. If we don’t insist on quality service, as consumers we won’t get it #custserv
JeffreyJKingman RT @SeattleMaven: @JeffreyJKingman Hotel called me to tell me I’d left an item – and shipped it w/ no charge! #custserv
wordsdonewrite I know, right? Don’t offer a promotion if you can’t honor it with a smile! RT @SkagitIMS: 😦 that’s mean of people #custserv
MarshaCollier Good employee relations: RT @KFIAM640 news anchor Aron Bender got married ithis afternoon. It was webcast. We webcasted his gift. #custserv
karla_porter @JeffreyJKingman very true! If you don’t manage your reputation the public will.. #custserv
Ramon_DeLeon @Rieva Checkout what we are doing at a National Level to address quality concerns http://www.pizzaturnaround.com #custserv
JeffreyJKingman (RT) Q5: What is the best example of customer service followup you have experienced? #custserv
MarshaCollier @SeattleMaven That’s awesome #custserv
JeffreyJKingman RT @Shennee_Rutt: what I mean is if you are a unhappy customer, and never speak up, You will not have resolution to said issue. #custserv
MarshaCollier @JeffreyJKingman In this country we have gotten used to being abused, and to accept less than we deserve for our money #custserv
karla_porter @JeffreyJKingman Q5: Intuit -15 min after an online purchase they called to offer me walk through instructions/answer Q’s. #custserv
MarshaCollier RT @Ramon_DeLeon: @Rieva Checkout what we are doing at a National Level to address quality concerns http://www.pizzaturnaround.com #custserv
kenmoir Top-notch post from @Seiden on what makes truly great #custserv – why it’s rare & what each of us can do about it: http://bit.ly/7Rj5oq
JeffreyJKingman So recognizing that emcee-ing this dialogue has me why out in front, I’ll ask our last question of the night #custserv
JeffreyJKingman Q7: What best-practice suggestion do you have for any customer service department? #custserv
rewardfeedback But many people fear repercussions – if a business knows you can twitter, they can too. The embarrassment keeps them quiet #custserv
wrw_usa @awakeningaimee see http://bit.ly/8iU2pL & Yelp ratings http://bit.ly/65AUyl #custserv *DM me for more
JeffreyJKingman RT @karla_porter: @JeffreyJKingman very true! If you don’t manage your reputation the public will.. #custserv
Rieva @JeffreyJKingman 1of the best: Nordstroms. When I lost my $20 Nordstrom bucks & didn’t use it, they sent new certificate #custserv
LindaSherman Q5 My fave #custserv for ’09: Allen Edward Appliance Repair; My Plumbing Doctor; Ed Little Auto Service: professional, prompt, right price
JeffreyJKingman RT @karla_porter: Q5: Intuit -15 min after an online purchase they called to offer me walk through instructions/answer Q’s. #custserv
MarshaCollier @karla_porter #Intuit FTW! #custserv
JeffreyJKingman RT @Rieva: 1of the best: Nordstroms. When I lost my $20 Nordstrom bucks & didn’t use it, they sent new certificate #custserv
JeffreyJKingman RT @MarshaCollier: In this country we have gotten used to being abused, and to accept less than we deserve for our money #custserv
SeattleTallPopp @JeffreyJKingman I was dining at the Herbfarm & my camera died! @Herbguy (owner) loaned me his & then uploaded the photos for me. #custserv
rewardfeedback Best advice is constant touch points with the consumer and consistent measurement to ensure quality across all segments #custserv
awakeningaimee @wrw_usa Ty #custserv
MarshaCollier @Rieva Major stores should keep serial numbers on those. Good to hear #custserv
SkagitIMS I got good #custserv when an indented collectable by an eBayer got a full refund before it was shipped.
karla_porter @MarshaCollier oh yeah. thought it was my mom, I was pleasantly surprised! Said, “If you ever need us we’re here for you”. Whoa.. #custserv
JeffreyJKingman RT @rewardfeedback: But many people fear repercussions – embarrassment keeps them quiet. Meaning customer embaressment? #custserv
wrw_usa RT @JeffreyJKingman: @karla_porter 2many organizations have fear of negative feedback; time to embrace your fear, C-Levels on down #custserv
MarshaCollier RT @rewardfeedback Best advice is constant touch pts w the consumer & consistent measurement 2 ensure quality across all segmnts #custserv
rewardfeedback and make customers feels appreciated and encouraged to provide feedback whether good or bad #custserv
JeffreyJKingman RT @SeattleTallPopp Dining at the Herbfarm & my camera died! @Herbguy (owner) loaned me his & then uploaded the photos for me. #custserv
LindaSherman Q7 As with the Ritz Carlton give every employee the authority to do what it takes to take care of the problem. #custserv
Rieva RT @MarshaCollier: In this country we have gotten used to being abused, and to accept less than we deserve for our money #custserv
wrw_usa YES!! RT @karla_porter: @JeffreyJKingman very true! If you don’t manage your reputation the public will.. #custserv
MarshaCollier @SeattleTallPopp Good to hear good service from @Herbguy – is he very active on Twitter? #custserv
JeffreyJKingman RT @rewardfeedback: Constant touch points with the consumer and consistent measurement to ensure quality across all segments #custserv
awakeningaimee RT @JeffreyJKingman: Q7: What best-practice suggestion do you have for any customer service department? #custserv (try to be them)
MarshaCollier @SkagitIMS That’s what eBay should be about #custserv
SeattleMaven @SeattleTallPopp No where near the fanciest I’ve stayed at, but stellar lost-and-found service!! #CustServ
SeattleTallPopp RT @MarshaCollier @SeattleTallPopp Good to hear good service from @Herbguy – is he very active on Twitter? #custserv –> Yes, very active.
rewardfeedback @JeffreyJKingman Absolutely. Sears calculates for every one customer that complains 26 others do not. That is scary. #custserv
JeffreyJKingman @LindaSherman I worked for old Boston Ritz in mid 90s – so true. They ‘get’ it. #custserv
MarshaCollier @JeffreyJKingman I think we are often afraid to speak up. (like the waiter will spit in my food) #custserv
JeffreyJKingman RT @MarshaCollier: I think we are often afraid to speak up. (like the waiter will spit in my food) #custserv
MarshaCollier Q7: Best practice for Customer service? be human, respect everyone who walks in your door. DO that every day! #custserv
JeffreyJKingman RT @rewardfeedback: Absolutely. Sears calculates for every one customer that complains 26 others do not. That is scary. #custserv
MarshaCollier @JeffreyJKingman The Ritz employee may be more devoted than at Dennys? #custserv
SeattleTallPopp RT @TheGourmetGirl In this country we have gotten used to being abused & to accept I disagree.
SkagitIMS RT @MarshaCollier: @SkagitIMS That is what eBay should be about #custserv 🙂
MarshaCollier RT @rewardfeedback Sears calculates for every one customer that complains 26 others do not. That is scary. #custserv
LindaSherman @MarshaCollier It’s always easy for me to dig up where I have had good #custserv because I yelp them. http://lindasherman.yelp.com
rewardfeedback @JeffreyJKingman RT – now imagine the middle aged and seniors who do not have technology avail to use and are fearful #custserv
karla_porter Q7: custserv reps in dept shuld b on the same page & attend customers w/ uniformity quality shudnt vary shud always b excellent #custserv
cbruemmer RT @MarshaCollier: RT @rewardfeedback Sears calculates for every one customer that complains 26 others do not. That is scary. #custserv
MarshaCollier @LEXXtech99 Wouldn’t it be nice if everything worked that way? #custserv
SeattleTallPopp @TheGourmetGirl Of the hundreds of transactions you encounter on a regular basis, how many are truly bad? I bet..not many. #custserv
Ramon_DeLeon While Tweeting #Custserv I got a Surprised FREE Cookie with my @dunkindonuts coffee….Good Karma
Desdemona_ @MarshaCollier: @LindaSherman @JeffreyJKingman Fun list you guys have going! .. #custserv
PrixFixeOnline @JeffreyJKingman I used to be afraid to speak up – now not so much. 😉 #custserv
MarshaCollier If humanity is taken into account, perhaps some employees can think out of the box to give good service? @karla_porter #custserv
wrw_usa @MarshaCollier and must read ‘the Cluetrain Manifesto’ http://bit.ly/4vanYq #custserv
rewardfeedback @SeattleTallPopp but sadly so few excite me. I’m a valuable marketer just waiting to sell your product for u #custserv
MarshaCollier @Ramon_DeLeon Wonderful! So is the service in a @DunkinDonuts retail location? I’ve never been #custserv
wrw_usa RT @Ramon_DeLeon: While Tweeting #Custserv I got a Surprised FREE Cookie with my @dunkindonuts coffee….Good Karma **SWEET!!
JeffreyJKingman @MarshaCollier RitzCarlton told new hires (1995) that they spend $30K & 6 mos to train. They empower employees to fix NEthing #custserv
karla_porter @MarshaCollier training is key – scripts are guidelines but reading them like robots is awful! #custserv
MarshaCollier @PrixFixeOnline Has speaking up worked for you with businesses? #custserv
MichelFalcon You know it! RT @Rieva: Providing stand-out customer service is a great way for small business owners to stand out. #custserv
JeffreyJKingman RT @rewardfeedback: RT – now imagine the middle aged and seniors who do not have technology avail to use and are fearful #custserv
TheGourmetGirl RE http://bit.ly/5mFcxa @SeattleTallPopp Now THAT is customer service! #custserv
MarshaCollier @JeffreyJKingman Yes, The Ritz lets their employees have leverage, go the extra mile? think out of the box! #custserv
JeffreyJKingman @SeattleTallPopp For me? ~5 to 10% of all my transactions could be much better customer service #custserv
SeattleTallPopp @JeffreyJKingman Of the hundreds of transactions you encounter on a regular basis, how many are truly bad? I bet..not many. #custserv
awakeningaimee @JeffreyJKingman @MarshaCollier thanks 4 the #custserv tweet chat
JeffreyJKingman RT @_Desdemona_: @MarshaCollier: @LindaSherman @JeffreyJKingman Fun list you guys have going! .. #custserv ::: Thank you! Every week 🙂
JeffreyJKingman RT @PrixFixeOnline: @JeffreyJKingman I used to be afraid to speak up – now not so much. 😉 #custserv
MarshaCollier I hope you’ll all join in again next week – we’ll have a different topic! #custserv
wrw_usa @JeffreyJKingman @MarshaCollier Thanks for TweetChat! #custserv
JeffreyJKingman RT @MarshaCollier: I hope you’ll all join in again next week – we’ll have a different topic! #custserv
karla_porter @SeattleTallPopp @JeffreyJKingman most of my custser interactions are acceptable few are exceptional =) #custserv
LindaSherman @Rieva So agree. Nordstroms has firmly held on to outstanding #custserv for years. It really feels good to shop there.
MarshaCollier I can’t wait to read the entire stream. So many good comments on #custserv this week
MichelFalcon Exceptional #custserv provided from your “front lines” MUST be celebrated. If not, it’s like winning the Stanley Cup w/o the trophy or ring
PrixFixeOnline @MarshaCollier It’s been hit and miss really, works well when at a restauraunt at least in my case. Retail…it’s a crap shoot. #custserv
karla_porter Ditto! RT @wrw_usa: @JeffreyJKingman @MarshaCollier Thanks for TweetChat! #custserv
JeffreyJKingman Thank you all for joining in #custserv this week! I’ll post the transcript by tomorrow night and message the url on #custserv
SeattleTallPopp RT @TheGourmetGirl RE http://bit.ly/5mFcxa @SeattleTallPopp Now THAT is customer service! #custserv cc @herbguy
SmallBizMuse RT @MarshaCollier @rewardfeedback Sears calculates for every one customer that complains 26 others do not. That is scary. #custserv
MarshaCollier Also thanks to @PrixFixeOnline @_Desdemona_ @SeattleTallPopp @cbruemmer @SkagitIMS #custserv @TheGourmetGirl @SeattleMaven @Rieva #custserv
Rieva @JeffreyJKingman Thanks you and @marshacollier #custserv
LindaSherman @mollierosev Many Yelpers write long detailed reviews. I yelp only when I’m delighted or mad, I make my point and I’m done. #custserv
karla_porter @JeffreyJKingman it would be fantastic if you included Twitter user names to so we can follow others thanks! #custserv
JeffreyJKingman @MichelFalcon That’s an excellent statement too long to RT :))) #custserv
MichelFalcon When companies like @zappos and @amazon say there is a direct correlation between #custserv and revenue growth we should all listen!
SeattleTallPopp @karla_porter I agree, few are exceptional. Think most fab #custserv experiences are due to an individual rather than the organization, no?
hackmanj @MarshaCollier Definitely over-promising and under delivering. I much prefer the opposite. #custserv
Rieva @LindaSherman Yes @Nordstrom has figured out that taking care of its customers keeps us coming back #custserv
dadekian Really outstanding: RT @SeattleTallPopp RT @TheGourmetGirl RE http://bit.ly/5mFcxa Now THAT is customer service! #custserv cc @herbguy
karla_porter @SeattleTallPopp most def! Regardless of exceptional policies if the employee doesn’t deliver well it doesn’t reflect #custserv
wrw_usa Twazzup feed for #custserv chat 2nite: http://bit.ly/8eOjxV
Ramon_DeLeon @MarshaCollier I am a regular there and it was thru the Drive Thru…She said Happy New Year @dunkindonuts #custserv
JeffreyJKingman The transcript includes names of those sending the message during the dialogue (removing date/time and reversing the chronology) #custserv
MarshaCollier Sorry if I missed anyone CU next week? #custserv TY @kenmoir @wordsdonewrite @TheJackB @hackmanj @Shennee_Rutt @fail_watch @RayJGordon
TheGourmetGirl @MarshaCollier Enjoyed jumping in on your #custserv topic tonight, thanks to @SeattleTallPopp for the intro.
wordsdonewrite @MarshaCollier Really enjoyed your weekly #custserv Twitter chat! Until next week…
JeffreyJKingman @Ramon_DeLeon Dunkins is good coffee; excellent brand development – but I learned I had to be specific in ordering #custserv
Ramon_DeLeon @JeffreyJKingman Goes back 2 my earlier comment-Biz needs 2 educate clients on products and How 2 order #custserv
PrixFixeOnline @MarshaCollier Wish I hadn’t been so late to the discussion. 🙂 #custserv
JacobNahin RT @MarshaCollier: Q7: Best practice for Customer service? be human, respect everyone who walks in your door. DO that every day! #custserv
LindaSherman Fun chatting with you tonight @MarshaCollier @JeffreyJKingman @rieva @_Desdemona_ @mollierosev @kjonesphd @karla_porter @wrw_usa #custserv
Ramon_DeLeon @JeffreyJKingman I am such a @dunkindonuts regular that via Drive Thru all I have to do is say “YES”
Rieva @JeffreyJKingman thank you Jeffrey, it was quite informative & really fast-moving #custserv
karla_porter @JeffreyJKingman on the contrary, it was very well done, thank you! #custserv
Ramon_DeLeon When @needgraphics get AWESOME #custserv he Video Blogs it. I have held the camera on occassion for him. http://bit.ly/73Pini
PrixFixeOnline @JeffreyJKingman No problem, to bad I was a tad late to the party. Forgot 9 meant EST. llol #custserv
SEONOW RT@MarshaCollier RT @rewardfeedback Sears calculates for every one customer that complains 26 others do not. That is scary. #custserv
JeffreyJKingman @kjonesphdNice to meet you! Here’s a transcript of last week’s #custserv : http://wp.me/pARSa-7I
awakeningaimee @JeffreyJKingman @MarshaCollier loved the tweetchat on #custserv
LaurelKaufman RT@MarshaCollier: Q7: Best practice for Customer service? be human, respect everyone who walks in your door. DO that every day! #custserv
davemammen RT @MarshaCollier: Q7: Best practice for Customer service? be human, respect everyone who walks in your door. DO that every day! #custserv
ToddDavidMehl @MarshaCollier – very simple – Treat people they way you would like to be treated…
JeffreyJKingman RT @ToddDavidMehl: @MarshaCollier – very simple – Treat people they way you would like to be treated… #custserv
Partyaficionado Gr8 #custserv @fourseasons RT @Twitter_Tips The Greatest Twitter Hotel Service Story Yet: http://j.mp/73kbhQ #eventprofs #hotel
paulbarron RT @JeffreyJKingman: RT @ToddDavidMehl: @MarshaCollier – very simple – Treat people they way you would like to be treated… #custserv
Rieva @LindaSherman yes it was. thanks for the conversation #custserv
JeffreyJKingman @Rieva I just emailed the author of http://bit.ly/5cALh3 w/partial transcript of our #custserv & asked him to forward to his SEARS contact
msgatoradr Chatting online with #custserv is so much easier than calling and waiting on hold. I can multi-task!
hackmanj @JeffreyJKingman Happy to participate in #custserv
brandondud @THE_REAL_AG best part is I was calling them back over account fraud. They took my call second time but damn. #custserv
SkagitIMS Well @NING did the right thing. The site in question is now down. Thanks @MarshaCollier & #custserv :-). Job well done. #eatonville
SearsHTS @Rieva Sorry re: your Xmas Sears.com Pls DM with your contact info We can help you. #custserv @JeffreyJKingman @Steveology @chalkboarder
MarshaCollier @SkagitIMS Very good to hear about @NING perhaps the #custserv chat helped a little
MarshaCollier @LEXXtech99 We could only hope. Pls join us next Tues 9pEST for #custserv – love 2 have your insights during the chat
SkagitIMS @MarshaCollier Sure did, hero :-). #custserv
JeffreyJKingman RT @JeffreyJKingman: @Rieva Sears just tweeted you! :))) #custserv cc:@SearsHTS
Rieva @SearsHTS @JeffreyJKingman Thanks, impressive turnaround time #custserv
JeffreyJKingman Sorting out the results from last night’s #custserv: Sears replied in 10 hours to one story. That’s what I’m talking about: resolution!
#custserv 01 :: Comment Cards
#custserv 01 :: Comment Cards
This is a transcript from The Customer Service Dialogue on Twitter: Tuesdays at 9pm EST on hashtag #custserv. This transcript is from 12/22 and the topic was Comment Cards. ~ Jeffrey
Co-hosted by Marsha Collier and Jeffrey J Kingman
The Customer Service dialogue on Twitter. Weekly at 9 pm Eastern; follow #custserv
#custserv is a weekly dialogue covering different aspects of the customer service experience, both on and off-line.
12/22 :: Transcript :: Comment Cards
Tonight’s topic is the use of comment cards in service businesses; do comment cards work?
:::::::::::::::::::::::::::
JeffreyJKingman Co-hosting a dialogue on customer service (Twitter: follow
#custserv) w/Marsha Collier, Amazon.com’s best-sell author of eBay for Dummies
JeffreyJKingman In 15 minutes the dialogue on comment cards begins. Follow
#custserv to discuss your feelings on Customer Service w/co-host
@MarshaCollier
gypsytrading Hmm.. like this? #Custserv
gypsytrading @JeffreyJKingman I think I am lost.. not sure I get how this
works.. #Custserv
JeffreyJKingman @gypsytrading perfect! #custserv
JeffreyJKingman Another Lurker in #custserv (cc: @socialsonya,
@gypsytrading) – :)))
JeffreyJKingman Just a warning to all you lurkers in #custserv tonight:
Immagonnacallyouout, but then take the mic back 😉
gypsytrading @JeffreyJKingman so is this about the restaurant cards>? or any
customer service? #Custserv
JeffreyJKingman It’s about comment cards (on and off-line) in any industry.
#custserv cc:@gypsytrading #custserv
JeffreyJKingman Four minutes and counting. Tonight’s Customer Service topic:
Comment Cards #custserv
gypsytrading @JeffreyJKingman got it.. #Custserv
JeffreyJKingman Again, an apology to all my followers: co-hosting w/bestselling
author of eBay for Dummies a twitter chat on customer service #custserv
gypsytrading @JeffreyJKingman why are you apologizing? #Custserv
JeffreyJKingman Ok – let’s see if @MarshaCollier is with us.. Marsha – you here?
#custserv
MarshaCollier @JeffreyJKingman Here I am! Let’s get #custserv started!
wrw_usa RT @JeffreyJKingman: Four minutes and counting. Tonight’s Customer
Service topic: Comment Cards #custserv
scuffersteakvt Am I on time for the comment card chat? #custserv
JeffreyJKingman @gypsytrading for the quantity of tweeting I will be doing in the
next hour plus 🙂 #custserv
JeffreyJKingman Good evening everyone! Thank you for joining us tonight on
#custserv. Marsha, can you intro yourself to the folks? #custserv
ChefMaxient RT @ScanMonkeys: Would you rather have 100 customers who buy
once or 1 customer who buys 100 times? >> 1 customer buys 100 times!
#custserv
gypsytrading @JeffreyJKingman ahh.. no worries. 😛 good topic.. #Custserv
JeffreyJKingman @scuffersteakvt Yeay! You made it! #custserv
waitersworld #custserv Paul Paz of WaitersWorld onboard for this event… I think!
🙂
MarshaCollier @ChefMaxient Good point, that answer should be written in granit.
Thank you #custserv
waitersworld #custserv do we have a preset of quesitons to begin with?
JeffreyJKingman @waitersworld Hi Paul, Welcome to the Customer Service
dialoge! #custserv
socialsonya RT @JeffreyJKingman: Another Lurker in #custserv (cc:
@socialsonya, @gypsytrading) – :))) <– not lurking so much 😀
scuffersteakvt Never actually been in at start of a Twitter chat before – what’s
protocol? #custserv
JeffreyJKingman @MarshaCollier Can you introduce yourself Marsha? #custserv
MarshaCollier @JeffreyJKingman Oh, heck, I’m an author, radio host and
working on a new business book for Wiley on Customer Service (a fan of
#custserv)
gypsytrading @2woofers nah.. back and forth.. come over to twitterchat.com and
type in #custserv.. join, good conversation
MarshaCollier (check my Twitter bio) #custserv
JeffreyJKingman I will intro Marsha and myself, then ask peeps to intro
themselves, then have generalized questions for you all #custserv
JeffreyJKingman Marsha is the best=selling author (Amazon.com) of eBay for
Dummies with over 1 million copies sold, as well #custserv
MarshaCollier @scuffersteakvt Jeff will ask questions, and we throw out answers
in the form of a discussion.. #custserv
gypsytrading @JeffreyJKingman Shh.. I am not talking, just listening. :))
#Custserv
wrw_usa @scuffersteakvt play nice? #custserv
JeffreyJKingman I’m Jeff, former Exec Chef 9X across the US; CEO/Founder of
Chalkboarder.com #custserv
mommysbazaar @gypsytrading I am there also but back and forth #custserv
MarshaCollier @gypsytrading Thank you – twitterchat.com is an excellent way to
follow along #custserv
JeffreyJKingman People – feel free to intro yourselves if you like :))) #custserv
gypsytrading @mommysbazaar good.. wanted to listen in #Custserv
socialsonya RT @gypsytrading: @JeffreyJKingman Shh.. I am not talking, just
listening. :)) #Custserv <– Me too @gypsytrading 😀
JeffreyJKingman Tonight’s topic (part of a now-weekly customer service
discussion) is on Comment Cards; in any industry #custserv
gypsytrading @MarshaCollier welcome, all new to me.. so I will just sit in corner
and be quiet. 🙂 #Custserv
JeffreyJKingman Q1: As a consumer, do you believe paper comment cards are
worth it to fill out? #custserv
wrw_usa @JeffreyJKingman Owner operator of Wedding Ring Workshop USA
#custserv
gypsytrading can anyone answer? #Custserv
JeffreyJKingman Anyone can jump right in and please do :)))) #custserv
gypsytrading @JeffreyJKingman I think it depends on the questions on the card,
if they are not well thought out, then no #Custserv
MarshaCollier Q1 Sometimes yes, sometimes no, If I feel strongly about service
one way or the other – I always fill out #custserv
waitersworld #custserv Customers in general are familiar with the written
comment card service but not as willing to participate
iTweetMeat Q1 Not really. I think they’re seldom read (or action’s taken), and I
really only fill them out when I’m really fired up #custserv
JeffreyJKingman @wrw_usa Welcome to our little chat on customer service!
#custserv
gypsytrading @iTweetMeat That happens to, I have seen alot, but again I think it
depends #Custserv
MarshaCollier Q1: That’s what I mean. AN emotional response on the service
makes one fill them out @iTweetMeat #custserv
wrw_usa @JeffreyJKingman Q1 absent other feedback yes; tho seem quite
archaic in web2.0 world #custserv
scuffersteakvt Q1 Yes if I have very good/bad exp., or expect some love back in
some form – coupons, bday, etc. But only if I care about bus. #custserv
wrw_usa @JeffreyJKingman TY a first timer #custserv
waitersworld #custserv I agree with ItMeat
JeffreyJKingman Q1 (followup) so there is a perception of ?? by the consumer?
#custserv
waitersworld #custserv “Emotional response” is certainly a motivator
MarshaCollier Q1: Filled one out at Chateau Marmont about abysmal service, they
stopped me as I was leaving & offered drinks in the bar. Nice. #custserv
gypsytrading @JeffreyJKingman whats important, where we are, what the
product is.. ect #Custserv
gypsytrading @MarshaCollier lol..well that works. 😛 #Custserv
JeffreyJKingman Q2: As a consumer, have you ever wanted to fill comment card
out, but felt it would not be read? #custserv
MarshaCollier Q1: I think the perception – especially when there is a follow up, is
that the establishment cares #custserv
iTweetMeat Q1 If at restaurant, I tend to reflect impression of svc with tip I
do/don’t leave, if attributable 2 server (vs comment card) #custserv
MarshaCollier Q2: Absolutely, especially in mail order, but also in some
restaurants. If they act like they don’t care – why bother? #custserv
JeffreyJKingman LOL It just struck me that this sounds like a comment card
format for the questions (self-critique) #custserv
iTweetMeat @MarshaCollier re: follow-up, more to do w/ management?
#custserv
gypsytrading @iTweetMeat I think that applies anywhere, in any business.
Success shows. #Custserv
MarshaCollier Q2: Yes, a lot of the responsibility is in the server’s hands and their
attitude #custserv
gypsytrading @MarshaCollier and if they don’t care, I don’t go back #Custserv
waitersworld #custserv Q2 Yes… but rather than waste my time I just don’t
come back
scuffersteakvt Q2 – Yes. And am always surprised when there is actual follow-up.
#custserv
iTweetMeat Everyone supply their comment (card) to Jeff afterwards 😀
#custserv
MarshaCollier As a business owner, responding and following up is very important,
otherwise why bother #custserv @gypsytrading
scuffersteakvt Q2 @marshacollier I think it’s still true that service is #1 reason
people do/don’t return. #custserv
gypsytrading @iTweetMeat lol #Custserv
iTweetMeat Q2 Many times. More frustrating when they’re out of comment cards
(that sends mixed msgs, tho) #custserv
wrw_usa @JeffreyJKingman Q2 always; rarely if ever complete #custserv
JeffreyJKingman Toward Q2 – I never fill them out. I don’t trust paper comment
cards. #custserv
JeffreyJKingman Q2: @iTweetMeat I agree – if you know they have the cards,
and you don’t get one #fail #custserv
MarshaCollier Q2: Crappy food can also be a factor @scuffersteakvt #custserv
gypsytrading @MarshaCollier I agree, but shows in success, if your running a
business well, getting tips, feedback, all that, shows.. #Custserv
MarshaCollier Q2: Yes! Important – perhaps draw attention to the comment card
when it’s given to the customer? #custserv
JeffreyJKingman Bonus Question Q2-A: Are you hesitant to provide your
email/contact info on comment cards (security)? #custserv
MarshaCollier Q2: Give me a customer card on a little plate w candy #custserv
gypsytrading @MarshaCollier That would work. #Custserv
iTweetMeat Q2-A I suppose, yes. I want to be anonymous (esp if the comment is
negative) #custserv
MarshaCollier Q2-A: To seriously fill out a comment card, you need to be willing to
get involved, so I always give info (Google voice #) #custserv
scuffersteakvt Q2 Bonus @jeffreyjkingman – Do you mean as person filling out
or business who creates card? #custserv
JeffreyJKingman Q2 Marsha, that would show they give the system a priority, no?
(on plate w/candy) #custserv
waitersworld #custserv As a waiter I have always provided a comment card to
every table with the invitation, “Here’s your chance to get even!”
gypsytrading @MarshaCollier This is common business sense, if you know your
business and customers, don’t need card #Custserv
MarshaCollier RT @gypsytrading: if you’r running a business well, getting tips,
feedback, all that, shows.. #Custserv #custserv
JeffreyJKingman @scuffersteakvt Meaning as a consumer do you put your
email/phone, etc on comment cards? #custserv
wrw_usa LOL RT .@waitersworld: #custserv As a waiter always provided a
comment card to every table w the invitation, Here’s your chance to get even!
MarshaCollier Q2: Making customer comments (e.g. #custserv ) a priority is of
utmost importance in my book #custserv
gypsytrading @MarshaCollier ty~ 😛 #Custserv
MarshaCollier @waitersworld Get even? maybe not. #custserv
scuffersteakvt Q2 Bonus: Yes, willing to put phone/email – if I want/expect to hear
back or get something. #custserv
JeffreyJKingman @waitersworld somehow I doubt w/your waiter experience you
actually made that statement (get even).. :)) #custserv
wrw_usa @gypsytrading precious little ‘common sense’ in service businesses;
we’re Americans and don’t serve well! #Custserv
gypsytrading @MarshaCollier yeah. not get even.. they spit on food..lol..
#Custserv
waitersworld #custserv I thiik customers are reluctant to fill out comments cards
as they don’t care for any confrontations. They came in to have fun not
JeffreyJKingman Q3: Do you ever use social media to submit comments to a
business? #custserv
MarshaCollier @gypsytrading I worry about the spitting on food myself
sometimes. #custserv
waitersworld #custserv They come in to have fun not argue with the house
gypsytrading @wrw_usa lol..maybe I am not American then,(did say that?) but
agreed, some people should not be in service industry #Custserv
MarshaCollier @wrw_usa Common sense has been pretty lost these days. Part of
the purpose of this chat is hopefully to bring some back #custserv
gypsytrading @JeffreyJKingman q3 I did this morning on twitter @Wachovia!
#Custserv
wrw_usa @JeffreyJKingman Q3 yes, makes it so much easier. #custserv
waitersworld #custserv “Get even”… It’s like good joke… it’s all in the delivery!
🙂
scuffersteakvt Q3 Yes, but often not publicly. Small town, small business
community. #custserv
MarshaCollier Exactly. In any service establishment, making a fun experience for
the customer should be on par with Quality. (i.e. Apple Stores) #custserv
JeffreyJKingman Q4: Have you ever received a response from a comment card
you filled out? #custserv
mommysbazaar @MarshaCollier part of the problem is common sense is pretty
subjective, what makes sense to me my not make sense to others #Custserv
JeffreyJKingman Very interesting. RT @scuffersteakvt: Q3 Yes, but often not
publicly. Small town, small business community. #custserv
iTweetMeat Q3 Depends on the account(s) I’m using! #custserv
JeffreyJKingman I never spit on the food! RT @MarshaCollier: @gypsytrading I
worry about the spitting on food myself sometimes. #custserv
waitersworld #custserv “some people should not be in service industry” that’s a
continuing problem as service is the #1 complaint for many many years!
iTweetMeat Q4 I’ve been called one time #custserv
gypsytrading @JeffreyJKingman lol… good to know. 🙂 #Custserv
MarshaCollier Q3 Complained about FedEx on Twitter, they emailed me an address
But after previously being on phone for an hour, It was worthless #custserv
iTweetMeat Q3 Anyway, yes, I’ve used SM to direct comments to a business
#custserv
wrw_usa @MarshaCollier a very worthwhile intention. #custserv
gypsytrading @mommysbazaar that;s true.. also.RE common sense #Custserv
JeffreyJKingman Q5 Do you trust that cards provide companies with valuable
feedback? #custserv
MarshaCollier @gypsytrading What happeend w Wachovia? #custserv
mommysbazaar Q3 I will for something positive but not a negative #Custserv
connectingwomen @MarshaCollier what is #custserv? is it still going on?
MarshaCollier @waitersworld Agreed, service & sales careers are just that.
CAREERS for those who enjoy dealing with people #custserv
MarshaCollier @mommysbazaar I believe there is some level of commonality to
all people, no? #custserv
gypsytrading @MarshaCollier twittered for GuruOfSales he had problem with
accounts, and #Custserv #fail.. he changed banks #Custserv
MarshaCollier @connectingwomen yes, please join in. This is a weekly discussion
about customer service. Just hash #custserv
mommysbazaar when that mess with Tdbank not crediting deposits happened it
was all over twitter but to me the venom was counterproductive #Custserv
connectingwomen @MarshaCollier Great! how long does this going on?
#custserv
waitersworld #custserv Q5 Yes comments from customers in any form are
impportant
MarshaCollier Q5: Giving valuable feedback is up to the customer. Saying that your
service or merchandise sucks isn;t enough #custserv
scuffersteakvt Q5 Big question. No. #custserv
JeffreyJKingman Q6 Ever felt frustrated that you filled out a card and got no
response? #custserv
iTweetMeat Q5 Provided someone doesn’t go through the cards first, yes, they
may offer valuable feedback. Does employee card sorting happen? #custserv
gypsytrading @mommysbazaar I think when it is blown up, like that, I agree,
counter productive, but letting them know your unhappy is not #Custserv
MarshaCollier @mommysbazaar Good point. When you are angry, venom is
counterproductive. “you attract more flies w honey” #custserv
scuffersteakvt Q6 Yes! #custserv
waitersworld #custserv From my od mentor, Bob Farrell, “Service IS Sales!”
JeffreyJKingman @iTweetMeat Q5 Yes to a small degree. If card is collected by
server who gave bad service (spitballs) #custserv
wrw_usa @JeffreyJKingman spit + food = a bad visual! #custserv
MarshaCollier Q5: Shouldn’t customer service cards be given to a specific person
as they are collected? Otherwise, it’s too random #custserv
scuffersteakvt @mommysbazaar Have you read Dooce’s experience with her
washer? Interesting & instructive. #custserv
JeffreyJKingman RT @scuffersteakvt: Q6 Yes! Can you expand w/example?
#custserv
MarshaCollier Worth repeating! RT @waitersworld #custserv From my old
mentor, Bob Farrell, “Service IS Sales!”
JeffreyJKingman @scuffersteakvt Can you get us a link to Dooce’s experience?
#custserv
gypsytrading @MarshaCollier Q5 yes, If that is the business practice, then should
go to senior management #Custserv
wordsdonewrite @MarshaCollier I just wrote a blog post about customer service,
so I’m enjoying your tweets! http://tinyurl.com/y9fkqlm #custserv
MarshaCollier RT @wrw_usa @JeffreyJKingman spit + food = a bad visual!
#custserv
waitersworld #custserv @ITweetMeat Yes employees do intercept comment
cards to glean any complaints on service. That skews the info to mgmt
hianthony My dad always said “you attract more (bees) w honey” … and it works.
Recent #custserv experience with Apple, kindless paid.
mommysbazaar @MarshaCollier agreed theres some level of commonality but
customer service expectations R also based on personality & experience #Custserv
JeffreyJKingman Q7 As a consumer – how would you prefer a business receive
your positive/negative comments? #custserv
MarshaCollier Q5: Or go to a designated #custserv employee
scuffersteakvt @waitersworld #custserv So right! Front line staff = sales force.
Good businesses empower and respect.
waitersworld #custserv “Spit in food” Ok… you guys saw the moving WAITING.
Yes it does happen but it is certainly in the minority.
gypsytrading @JeffreyJKingman Q7 by repeat business #Custserv
MarshaCollier @scuffersteakvt Please tell us about Dooce’s experience
#custserv
iTweetMeat @MarshaCollier I read “designated #custserv employee” and
immediately thought of airlines #custserv
wrw_usa @JeffreyJKingman F2F, via web or social media, comment cards in very
last order #custserv
MarshaCollier True that. Respect. Absolutely. Customer service is about respecting
your employees AND your customers #custserv
mommysbazaar @JeffreyJKingman Q7 my pediatricians office sends surveys to
the house I actually like that as a why to express + and – of care #Custserv
MarshaCollier @hianthony Tee hee, your dad & I think alike! #honey #custserv
hianthony iMac rebate never arrived. Meanwhile, new model was released. Apple
issued refund of unopened Mac & coupon toward new one. #custserv
scuffersteakvt #custserv Dooce had terrible problem w/ washing machine, new
baby, became desperate. Top mommyblogger & couldn’t get call answered …
MarshaCollier @waitersworld Interesting point. I guess initially, it’s in the
employees hand to pass the card on #custserv
youthsportsmark Totally Agree RT @MarshaCollier Worth repeating! RT @waitersworld #custserv From my old mentor, Bob Farrell, “Service IS Sales!”
JeffreyJKingman RT @wrw_usa: @JeffreyJKingman F2F, via web or social
media, comment cards in very last order :: I like that! #custserv
MarshaCollier @waitersworld Never ming the movie Waiting – how about Fight
Club. ICK #custserv
MarshaCollier @youthsportsmark Welcome to #custserv
JeffreyJKingman Q8 As a business: what % of your total customers return
comments (via cards or other means)? #custserv
gypsytrading @MarshaCollier gotta run, this going on next week? thank you for
having me.. interesting #Custserv
MarshaCollier @scuffersteakvt and? #custserv
scuffersteakvt #custserv … began Tweeting in frustration, venting, much venom.
At first told no repair was available for 6 wks, but somehow her 1M …
MarshaCollier Had a similar experience with Palm on my new Pre @hianthony – it
was replaced without question #custserv
gypsytrading @JeffreyJKingman Thank you for invite.. gotta run, have a great
evening~ Merry Christmas if I don’t see you~ #Custserv
wrw_usa @JeffreyJKingman dinner time; thanks for hosting chat! #custserv
gypsytrading @MarshaCollier Merry Christmas if I don’t see you~ #Custserv
scuffersteakvt #custserv … 1M followers reading her bad exp. resulted in phone
call with VP, parts shipped overnight, AND washer given to local shelter.
JeffreyJKingman We have four more questions on Customer Service topic of
comment cards for tonight. #custserv
MarshaCollier RT @iTweetMeat I read “designated #custserv employee” and
immediately thought of airlines
JeffreyJKingman @gypsytrading Merry Christmas! #custserv
JeffreyJKingman @wrw_usa Merry Christmas! #custserv
MarshaCollier @gypsytrading We hope that #custserv will be a weekly chat.
Thanks for contributing
wrw_usa @JeffreyJKingman one last thought; if biz is NOT monitoring brand
convo on Twitter; they ain’t doin; it right! #custserv
MarshaCollier @scuffersteakvt But not everyone had 1M followers. every
customer should be respected #custserv
MarshaCollier RT @wrw_usa If biz is NOT monitoring brand convo on Twitter;
they ain’t doin; it right! #custserv
JeffreyJKingman Q9 As a business, is your comment/feedback system providing
ROI? #custserv
MarshaCollier @JeffreyJKingman Wish we had the answer to #8! #custserv
JeffreyJKingman Intriguing! RT @MarshaCollier: @JeffreyJKingman Wish we
had the answer to #8! #custserv
MarshaCollier RT @groby as a customer, I’m only willing to give feedback to
businesses that actually care and try to improve #custserv
MarshaCollier @2woofers Just do a search on #custserv and hashmark your
comments the same
mommysbazaar @2woofers the hash tag is #custserv
iTweetMeat Q8 In our small shop, about 50%. And it’s all F2F. #custserv
MarshaCollier @gypsytrading Every Tuesday 9p EST #custserv
scuffersteakvt @marshacollier Exactly! But shows that that can be what it takes
to get business to respond to complaints. #custserv
JeffreyJKingman Does anyone have a method for calculating the return of
comments vs total customers that is effective? #custserv
hianthony @MarshaCollier That’s good to know about Palm’s #custserv. Have
heard that they “get it” on product development side too.
waitersworld #custserv running tally of guest counts fromPOS matched against #
of Ccards
MarshaCollier @hianthony Interesting that Sprint has improved their #custserv
immensely too. It’s why I’m writing my book. Respecting customer = sales
JeffreyJKingman Folks – our last question tonight: What topics would you like to
see in weekly #custserv? #custserv
connectingwomen RT @MarshaCollier @gypsytrading Custserv Every Tuesday
9p EST #custserv
MarshaCollier RT @JeffreyJKingman What topics would you like to see in weekly
#custserv? –
mommysbazaar @MarshaCollier I think that is one of the big things I notice in
online selling, many sellers do not respect their customer based #Custserv
SkagitIMS RT @MarshaCollier: RT @groby as a customer, I’m only willing to give
feedback to businesses that actually care and try to improve #custserv
waitersworld #custserv What are the top 5 Facebook Page applications and how
are they used for business?
MarshaCollier RT @waitersworld #custserv running tally of guest counts
fromPOS matched against # of Ccards
scuffersteakvt #custserv Interested in discussion re: right ways to get customer
feedback. (Or does manner matter as much as follow-up?)
MarshaCollier @SkagitIMS Wish you’d found us earlier, winding down now. Pls
join us again next week at 9p EST w hash #custserv
JeffreyJKingman @MarshaCollier # of books shipped vs # comments received?
#custserv
MarshaCollier @scuffersteakvt Personally, I think the follow up is the key.
Perhaps that could be the topic @jeffreyjkingman #custserv
waitersworld #custserv WaitersWorld off line. Merry Christmas & Happy New
Year!
MarshaCollier @waitersworld oooo – I like that (also currently writing twitter &
Facebook For Seniors) #custserv
JeffreyJKingman Cust Service Tidbit: UrbanSpoon gives more than double weight
to a negative comment for restaurant reviews #custserv
iTweetMeat @JeffreyJKingman I’d like to know strategies to educate those
providing the #custserv, i.e. servers knowing more about the menu #custserv
JeffreyJKingman @MarshaCollier Should we make Customer Service FollowUp
the topic next week? #custserv
mommysbazaar on comments I find on forums and things like that #Custserv
MarshaCollier @JeffreyJKingman Problematic. My publisher & their website get
most of that. Perhaps I could get a rep 2 join chat cc @jennylwebb #custserv
MarshaCollier RT @iTweetMeat @JeffreyJKingman I’d like to know strategies to
educate those providing the #custserv, i.e. servers knowing more about menu
MarshaCollier @JeffreyJKingman Let’s work that out. Thank you everyone for
participating in the first ever #custserv chat. Hope to see you next week!
hianthony @MarshaCollier Respect equaling sales is the right formula. Many folks
willing to pay more, knowing positive #custserv awaits.
JeffreyJKingman Marsha and I will follow everyone who participated tonight if you
want to DM later (give us a little time to do follows, please) #custserv
MarshaCollier @mommysbazaar Thank you. I hope we’ll see you next week. This
was interesting #custserv
MarshaCollier True! RT @hianthony Respect equaling sales is the right formula.
Many folks willing to pay more, knowing positive #custserv awaits.
JeffreyJKingman I hope everyone got a little something from tonight and want to
give huge thanks for playing our first #custserv sandbox 🙂 #custserv
mommysbazaar @MarshaCollier yes it was, sorry I missed the beginning of it
#Custserv
MarshaCollier @hianthony RESPECT is the theme of my upcoming #custserv
book for WIley. Funny you should say that.
JeffreyJKingman The entire dialogue is available for your use later by searching the
hashtag #custserv. #custserv
JeffreyJKingman I’ll make sure there is a permanent and full transcript available
later and will post the url to #custserv tomorrow morning. #custserv
ebayinkblog Bummed I missed the #custserv discussion. @MarshaCollier I’ll try
and join in next week.
JeffreyJKingman Thanks so much for joining @MarshaCollier and I tonight for discussion of Customer Service: Comment Cards! #custserv
scuffersteakvt Thanks @marshacollier & @jeffreyjkingman! #custserv
JeffreyJKingman @scuffersteakvt Thank you! #custserv
mommysbazaar @MarshaCollier ,@JeffreyJKingman – thanks so much it was
an interesting conversation #Custserv
mommysbazaar @ebayinkblog glad to see you are you on the mend? #Custserv
hianthony @MarshaCollier Good luck with the #custserv book! Look forward to
reading it. When is it due out?
JeffreyJKingman #custserv comment cards must be filled out in triplicate and
mailed by certified mail (please include only good comments) #snark #custserv
JeffreyJKingman Allright ya’ll Thank you so much for being in here with us… Merry
Christmas!! 🙂 #custserv
MarshaCollier @hianthony I’m writing it now. If you have any interesting tidbits to
add, PLS let me know. Hope to see you back in #custserv next week
hianthony @MarshaCollier Will do. It’s my first time seeing #custserv. Is it
9pm-10pm ET on Tues?
JeffreyJKingman @hianthony #custserv is weekly Tuesdays at 9pm Eastern.
Hope you enjoyed!
hianthony Good $ebay #custserv story: RT @BW EBay’s Last-Minute Delivery
Push http://bit.ly/925qlO
MarshaCollier Yes, please join us again, was a great chat. RT @hianthony It’s my first time seeing #custserv. Is it 9pm-10pm ET on Tues?
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