custserv 02 :: Customer Service Follow-Ups

#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!

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2 Comments to “custserv 02 :: Customer Service Follow-Ups”

  1. It’s hard to come by well-informed people about this subject, but you sound like you know what you’re talking about!
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