How Can CSRs Show understanding for Customers; Regardless of Service Channel?

7/28/2019 How Can CSRs Show understanding for Customers; Regardless of Service Channel?

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#custserv

2013-06-05 to 2013-06-05 50 contributors

594 Twitter search results 219 retweets 0 @replies 0 links

Time User Tweet

2013-06-05 1:03 am CustServGreeter Hi, Vickie!! RT @VickieMacFadden: Hey @AlHopper

@HollyChessman and of course hello to @CustServGreeter

#custserv

2013-06-05 1:03 am AlHopper_ This one time... RT @zacharyjeans: Am I allowed to share my

#custserv soundtrack? Yikes. It's a link to spotify. I want to honor the

rules.

2013-06-05 1:04 am MarshaCollier I am sorry. Still at the restaurant, thanks to @CustServGreeter

@AlHopper_ @fmisle @GregOrtbach @imacsweb #custserv

#muchwine

2013-06-05 1:04 am HollyChessman @Toby_Metcalf Hello Toby - nice to see ya here #custserv

2013-06-05 1:04 am Toby_Metcalf @CustServGreeter @GregOrtbach greetings gents #custserv

2013-06-05 1:04 am GregOrtbach And speaking of reminders... Do you need a #custserv reminder

tweet? If yes, just ask and I'll take care of the rest.

2013-06-05 1:04 am CustServGreeter Howdy, Toby! RT @Toby_Metcalf: @CustServGreeter

@GregOrtbach greetings gents #custserv

2013-06-05 1:04 am GregOrtbach Nice to see you! RT @Toby_Metcalf: @CustServGreeter

@GregOrtbach greetings gents #custserv

2013-06-05 1:04 am wbendle @AlHopper @CustServGreeter - Many thanks! #CustServ

2013-06-05 1:04 am AlHopper_ @MarshaCollier No apologies, just enjoyment #custserv

@CustServGreeter @fmisle @GregOrtbach @imacsweb

2013-06-05 1:04 am GregOrtbach @MarshaCollier Not to worry - we've got this. : @CustServGreeter

@AlHopper_ @fmisle @imacsweb #custserv

2013-06-05 1:04 am HollyChessman @VickieMacFadden @AlHopper @CustServGreeter Hey it's the

famed Vickie MacFadden! #custserv

2013-06-05 1:05 am Toby_Metcalf @HollyChessman back at ya - greetings #custserv

2013-06-05 1:05 am complexified #custserv fine here in NJ. Fighting the critters who are after my

tomatoes :-

2013-06-05 1:05 am zacharyjeans My soundtrack for \\u266b #custserv is Lindsey Stirling

http://t.co/jOCBKSnBbB #NowPlaying

2013-06-05 1:05 am MarshaCollier @AlHopper_ Tou're going to have to take 2nd chair. #custserv

2013-06-05 1:05 am MarkOrlan @fmisle Hey Faisal, good to see you! #custserv2013-06-05 1:05 am CustServGreeter Let's get the ball rolling! @MarshaCollier is having a very special

dinner. : #custserv\\u00a0

2013-06-05 1:05 am Toby_Metcalf @MarshaCollier order me a nightcap #custserv

2013-06-05 1:05 am eric_andersen @CustServGreeter @Toby_Metcalf greetings, Roy and Toby!

#custserv

2013-06-05 1:05 am AlHopper_ Honored to sit in for you! RT @MarshaCollier: @AlHopper_ You're

going to have to take 2nd chair. #custserv

2013-06-05 1:05 am MarkOrlan Enjoy! RT @CustServGreeter: Let's get the ball rolling!
http://tweetreports.com/freesignuphttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/MarshaCollierhttp://twitter.com/HollyChessmanhttp://twitter.com/Toby_Metcalfhttp://twitter.com/GregOrtbachhttp://twitter.com/CustServGreeterhttp://twitter.com/GregOrtbachhttp://twitter.com/wbendlehttp://twitter.com/AlHopper_http://twitter.com/GregOrtbachhttp://twitter.com/HollyChessmanhttp://twitter.com/Toby_Metcalfhttp://twitter.com/complexifiedhttp://twitter.com/zacharyjeanshttp://twitter.com/MarshaCollierhttp://twitter.com/MarkOrlanhttp://twitter.com/CustServGreeterhttp://twitter.com/Toby_Metcalfhttp://twitter.com/eric_andersenhttp://twitter.com/AlHopper_http://twitter.com/MarkOrlanhttp://twitter.com/MarkOrlanhttp://twitter.com/AlHopper_http://twitter.com/eric_andersenhttp://twitter.com/Toby_Metcalfhttp://twitter.com/CustServGreeterhttp://twitter.com/MarkOrlanhttp://twitter.com/MarshaCollierhttp://twitter.com/zacharyjeanshttp://twitter.com/complexifiedhttp://twitter.com/Toby_Metcalfhttp://twitter.com/HollyChessmanhttp://twitter.com/GregOrtbachhttp://twitter.com/AlHopper_http://twitter.com/wbendlehttp://twitter.com/GregOrtbachhttp://twitter.com/CustServGreeterhttp://twitter.com/GregOrtbachhttp://twitter.com/Toby_Metcalfhttp://twitter.com/HollyChessmanhttp://twitter.com/MarshaCollierhttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://tweetreports.com/freesignup


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@MarshaCollier is having a very special dinner. : #custserv\\u00a0

2013-06-05 1:05 am CustServGreeter Hi, Eric! Great to have you pop in. RT @eric_andersen:

@CustServGreeter @Toby_Metcalf greetings, Roy and Toby!

#custserv

2013-06-05 1:05 am eric_andersen RT @CustServGreeter: Topic for 6/4 #custserv chat: How can cust.

service reps show understanding for customers, regardless of

channel? 9PM \\u2026

2013-06-05 1:05 am AlHopper_ RT @CustServGreeter: Let's get the ball rolling! @MarshaCollier is

having a very special dinner. : #custserv\\u00a02013-06-05 1:05 am shmula RT @addzestDougie: Shep Hyken on Customer Service, Customer

Experience, and Leadership http://t.co/WCMFzAGJMj #custexp #cx

#custserv

2013-06-05 1:06 am Toby_Metcalf @eric_andersen good evening Mayor - #Natick is in the house

#custserv

2013-06-05 1:06 am CustServGreeter OK, ready gang? Here comes the first question\\u2026.

#custserv\\u00a0

2013-06-05 1:06 am AlHopper_ Hello Eric! Welcome! RT @eric_andersen: @CustServGreeter

@Toby_Metcalf greetings, Roy and Toby! #custserv

2013-06-05 1:06 am margelaney REI now limiting returns to one year...liberal return policies hurting biz

more than helping http://t.co/NX6tM0APfz #retail #custserv2013-06-05 1:06 am CustServGreeter Q1: Is empathy an important part of providing customer

service?\\u00a0#custserv\\u00a0

2013-06-05 1:06 am AlHopper_ RT @CustServGreeter: Q1: Is empathy an important part of providing

customer service?\\u00a0#custserv\\u00a0

2013-06-05 1:06 am zacharyjeans RT @CustServGreeter: Q1: Is empathy an important part of providing


2013-06-05 1:06 am JamesMSama Good evening #custserv, popping in from #leadfromwithin, hope

everyone is having a great night!

2013-06-05 1:06 am Toby_Metcalf RT @CustServGreeter: OK, ready gang? Here comes the first

question\\u2026. #custserv\\u00a0 #custserv

2013-06-05 1:06 am GregOrtbach RT @CustServGreeter: Q1: Is empathy an important part of providingcustomer service?\\u00a0#custserv\\u00a0.

2013-06-05 1:06 am complexified RT @GregOrtbach Our topic: "How can cust. service reps show

understanding for customers, regardless of channel?" #custserv

2013-06-05 1:07 am CustServGreeter @JamesMSama Great to see you again! #custserv\\u00a0

2013-06-05 1:07 am HollyChessman @Toby_Metcalf @eric_andersen #Bedford is representin' too! :

#custserv

2013-06-05 1:07 am AlHopper_ @JamesMSama Welcome James! Enjoy #custserv

2013-06-05 1:07 am BH_Social Joining #custserv in a little bit. Touching base with neighbors &

hoping to get a baby out in the next hr to approach @MarshaCollier

fandom

2013-06-05 1:07 am GregOrtbach A1: Big-time. Everyone can't BE the #1 priority, but you can suremake them feel like they are. #custserv

2013-06-05 1:07 am ABHuret Twitteratti: Forgive the increased tweet volume for next hour during

#custserv

2013-06-05 1:07 am SJAbbott A1 WIthout empathy, it's just a transaction. Empathy is at the root of

#custserv between humans, even if process driven.

2013-06-05 1:07 am AlHopper_ @BH_Social welcome to #custserv tonight

2013-06-05 1:07 am CustServGreeter A1: "Roy's Famous Four" - Listening Empathy Clarity and

Consistency, yup, empathy is important. #custserv\\u00a0
http://twitter.com/CustServGreeterhttp://twitter.com/eric_andersenhttp://twitter.com/AlHopper_http://twitter.com/shmulahttp://twitter.com/Toby_Metcalfhttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/margelaneyhttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/zacharyjeanshttp://twitter.com/JamesMSamahttp://twitter.com/Toby_Metcalfhttp://twitter.com/GregOrtbachhttp://twitter.com/complexifiedhttp://twitter.com/CustServGreeterhttp://twitter.com/HollyChessmanhttp://twitter.com/AlHopper_http://twitter.com/BH_Socialhttp://twitter.com/GregOrtbachhttp://twitter.com/ABHurethttp://twitter.com/SJAbbotthttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/SJAbbotthttp://twitter.com/ABHurethttp://twitter.com/GregOrtbachhttp://twitter.com/BH_Socialhttp://twitter.com/AlHopper_http://twitter.com/HollyChessmanhttp://twitter.com/CustServGreeterhttp://twitter.com/complexifiedhttp://twitter.com/GregOrtbachhttp://twitter.com/Toby_Metcalfhttp://twitter.com/JamesMSamahttp://twitter.com/zacharyjeanshttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/margelaneyhttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/Toby_Metcalfhttp://twitter.com/shmulahttp://twitter.com/AlHopper_http://twitter.com/eric_andersenhttp://twitter.com/CustServGreeter


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2013-06-05 1:08 am CustServGreeter Just joined? Our topic is "How can cust. service reps show

understanding for customers, regardless of channel?" #custserv

2013-06-05 1:08 am MarkOrlan A1: Empathy is so important. #custserv reps need to have ability to

imagine the roles, perspectives, experiences of customers.

2013-06-05 1:08 am HollyChessman A1 Empathy is huge when is comes to good customer service

#custserv

2013-06-05 1:08 am BH_Social RT @ABHuret: Twitteratti: Forgive the increased tweet volume for

next hour during #custserv

2013-06-05 1:08 am gingerconsult 7 Simple Ways to Raise Your #custserv from Ordinary toExtraordinary http://t.co/ySi1n7RyMN via @9INCHmarketing

2013-06-05 1:08 am AlHopper_ Great to see you! RT @ABHuret: Twitteratti: Forgive the increased

tweet volume for next hour during #custserv

2013-06-05 1:08 am SJAbbott I like that. RT @CustServGreeter: A1: "Roy's Famous Four" -

Listening Empathy Clarity and Consistency,... #custserv\\u00a0

2013-06-05 1:08 am LovelyLu A1 Empathy has to be a priority. #CustServ

2013-06-05 1:08 am CustServGreeter @ABHuret Good evening! Are you walking the tweets tonight?

#custserv\\u00a0

2013-06-05 1:08 am HollyChessman RT @SJAbbott: A1 WIthout empathy, it's just a transaction. Empathy

is at the root of #custserv between humans, even if process driven.

2013-06-05 1:08 am Toby_Metcalf A1 - without a doubt - it shows you care and understand the custome#custserv

2013-06-05 1:08 am Pat_Cluett RT @CustServGreeter: Q1: Is empathy an important part of providing


2013-06-05 1:08 am GregOrtbach A1: #custserv without empathy is like a pre-nup without the romance.

2013-06-05 1:08 am HollyChessman RT @CustServGreeter: A1: "Roy's Famous Four" - Listening Empathy

Clarity and Consistency, yup, empathy is important. #custserv\\u00a0

2013-06-05 1:08 am mike_nunes A1 Only if recurring revenue is important #custserv

2013-06-05 1:09 am eric_andersen A1: More than that, it is a cornerstone. RT @CustServGreeter: Q1: Is

empathy an important part of providing customer service? #custserv

2013-06-05 1:09 am CustServGreeter RT @GregOrtbach: A1: #custserv without empathy is like a pre-nup

without the romance.2013-06-05 1:09 am AlHopper_ @Pat_Cluett Hiya Pat. Welcome! #custserv

2013-06-05 1:09 am Toby_Metcalf RT @HollyChessman: @Toby_Metcalf @eric_andersen #Bedford is

representin' too! : #custserv

2013-06-05 1:09 am KarenLocker first rule when trying to diffuse difficult situation is to be empathetic,

the try to find a solution #custserv

2013-06-05 1:09 am JamesMSama A1: Empathy is very important to quality #custserv. If you don't truly

care, you won't truly want to help, and the customer will sense it.

2013-06-05 1:09 am CustServGreeter @eric_andersen Yes it is. Gotta have it. #custserv\\u00a0

2013-06-05 1:09 am ABHuret @GregOrtbach Untrue!! @al_hopper suggested best/worst for

#willyoumarryme playlist. Had to set him straight ; #custserv

2013-06-05 1:09 am csiperformance "@Toby_Metcalf @MarshaCollier order me a nightcap #custserv" /Always a good thing when great service and good wine keep you at

restaurant

2013-06-05 1:09 am complexified #custserv A1: feeling with, feeling for, listening, & applying solutions

to the facts- all important.

2013-06-05 1:09 am AlHopper_ @KarenLocker Hiya Karen. How are you tonight? #custserv

2013-06-05 1:09 am Toby_Metcalf @KarenLocker good evening #custserv

2013-06-05 1:09 am CustServGreeter @KarenLocker Hi, Karen! #custserv\\u00a0

2013-06-05 1:10 am ABHuret @CustServGreeter No Tweet-Walking tonight ... at the desktop!
http://twitter.com/CustServGreeterhttp://twitter.com/MarkOrlanhttp://twitter.com/HollyChessmanhttp://twitter.com/BH_Socialhttp://twitter.com/gingerconsulthttp://twitter.com/AlHopper_http://twitter.com/SJAbbotthttp://twitter.com/LovelyLuhttp://twitter.com/CustServGreeterhttp://twitter.com/HollyChessmanhttp://twitter.com/Toby_Metcalfhttp://twitter.com/Pat_Cluetthttp://twitter.com/GregOrtbachhttp://twitter.com/HollyChessmanhttp://twitter.com/mike_nuneshttp://twitter.com/eric_andersenhttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/Toby_Metcalfhttp://twitter.com/KarenLockerhttp://twitter.com/JamesMSamahttp://twitter.com/CustServGreeterhttp://twitter.com/ABHurethttp://twitter.com/csiperformancehttp://twitter.com/complexifiedhttp://twitter.com/AlHopper_http://twitter.com/Toby_Metcalfhttp://twitter.com/CustServGreeterhttp://twitter.com/ABHurethttp://twitter.com/ABHurethttp://twitter.com/CustServGreeterhttp://twitter.com/Toby_Metcalfhttp://twitter.com/AlHopper_http://twitter.com/complexifiedhttp://twitter.com/csiperformancehttp://twitter.com/ABHurethttp://twitter.com/CustServGreeterhttp://twitter.com/JamesMSamahttp://twitter.com/KarenLockerhttp://twitter.com/Toby_Metcalfhttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/eric_andersenhttp://twitter.com/mike_nuneshttp://twitter.com/HollyChessmanhttp://twitter.com/GregOrtbachhttp://twitter.com/Pat_Cluetthttp://twitter.com/Toby_Metcalfhttp://twitter.com/HollyChessmanhttp://twitter.com/CustServGreeterhttp://twitter.com/LovelyLuhttp://twitter.com/SJAbbotthttp://twitter.com/AlHopper_http://twitter.com/gingerconsulthttp://twitter.com/BH_Socialhttp://twitter.com/HollyChessmanhttp://twitter.com/MarkOrlanhttp://twitter.com/CustServGreeter


4/24

Missed you last week, Roy! #CustServ

2013-06-05 1:10 am GregOrtbach @KarenLocker Yep - diffusing without empathy is like cutting the

wrong wire. #custserv

2013-06-05 1:10 am Raanes RT @KarenLocker: first rule when trying to diffuse difficult situation is

to be empathetic, the try to find a solution #custserv

2013-06-05 1:10 am Pat_Cluett @GregOrtbach @CustServGreeter #custserv A1: absolutely -

customers want to know you care and best way to show them is to

relate emotionally

2013-06-05 1:10 am MardeMir Why Companies Should Invest in the Customer Experience via@zendesk http://t.co/mz9Nb8pnkt #custserv #custexp #cem RT

@CitadelConnect

2013-06-05 1:10 am CustServGreeter @Pat_Cluett Hi, Pat! Good to see you! #custserv\\u00a0

2013-06-05 1:10 am KarenLocker Hi everyone, I remembered to show up tonight. sick kids have had

me missing chat latelyn #custserv

2013-06-05 1:10 am eric_andersen @CustServGreeter @GregOrtbach A1 and analytics of #custserv can

often make us forget empathy (adherence to KPIs, focus on ROI, etc

2013-06-05 1:10 am GregOrtbach Q2: Is it more difficult to show empathy in writing (chat/email than

speech? #custserv

2013-06-05 1:11 am AlHopper_ RT @GregOrtbach: Q2: Is it more difficult to show empathy in writing

(chat/email than speech? #custserv2013-06-05 1:11 am MarshaCollier @fmisle @AlHopper_ @RoyAtkinson @GregOrtbach @imacsweb

Thank you #custserv

2013-06-05 1:11 am CustServGreeter @eric_andersen Great point - sometimes the metrics cloud the

intangibles. @GregOrtbach #custserv\\u00a0

2013-06-05 1:11 am SJAbbott A1 Empathy also demonstrates an understanding of the expectations

of the relationship. You can't help what you can't imagine. #custserv

2013-06-05 1:11 am zacharyjeans A1 Empathy feels a customers experience of the product or service.

#custserv

2013-06-05 1:11 am zacharyjeans RT @AlHopper_: RT @GregOrtbach: Q2: Is it more difficult to show

empathy in writing (chat/email than speech? #custserv

2013-06-05 1:11 am CustServGreeter Our pleasure! RT @MarshaCollier: @fmisle @AlHopper_@RoyAtkinson @GregOrtbach @imacsweb Thank you #custserv

2013-06-05 1:11 am JamesMSama Customer service without empathy is like biting into a Reese's and

finding no peanut butter. #custserv

2013-06-05 1:11 am LovelyLu A2 It's hard because you lose the inflection of your voice - but you can

smile and show empathy with words. #CustServ

2013-06-05 1:12 am AlHopper_ RT @CustServGreeter: Our pleasure! RT @MarshaCollier: @fmisle

@AlHopper_ @RoyAtkinson @GregOrtbach @imacsweb Thank you

#custserv

2013-06-05 1:12 am CustServGreeter RT @GregOrtbach: Q2: Is it more difficult to show empathy in writing

(chat/email than speech? #custserv

2013-06-05 1:12 am Toby_Metcalf A2 - yes, because the written word does not have tone - sometimes itis best to pick up the phone. #custserv

2013-06-05 1:12 am HollyChessman A2 It is much more challenging to show empathy in writing than in

speech - you have to choose your words very carefully #custserv

2013-06-05 1:12 am zacharyjeans A2 Words weaved well say so much. #custserv

2013-06-05 1:12 am GregOrtbach A2: I think it can be. Easy for context & tone to get confused without

voice or eye contact. #custserv

2013-06-05 1:12 am KarenLocker A2. word choice is important, saying "sorry you feel that way" can

sound condescending in writing more than when spoke #custserv
http://twitter.com/GregOrtbachhttp://twitter.com/Raaneshttp://twitter.com/Pat_Cluetthttp://twitter.com/MardeMirhttp://twitter.com/CustServGreeterhttp://twitter.com/KarenLockerhttp://twitter.com/eric_andersenhttp://twitter.com/GregOrtbachhttp://twitter.com/AlHopper_http://twitter.com/MarshaCollierhttp://twitter.com/CustServGreeterhttp://twitter.com/SJAbbotthttp://twitter.com/zacharyjeanshttp://twitter.com/zacharyjeanshttp://twitter.com/CustServGreeterhttp://twitter.com/JamesMSamahttp://twitter.com/LovelyLuhttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/Toby_Metcalfhttp://twitter.com/HollyChessmanhttp://twitter.com/zacharyjeanshttp://twitter.com/GregOrtbachhttp://twitter.com/KarenLockerhttp://twitter.com/KarenLockerhttp://twitter.com/GregOrtbachhttp://twitter.com/zacharyjeanshttp://twitter.com/HollyChessmanhttp://twitter.com/Toby_Metcalfhttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/LovelyLuhttp://twitter.com/JamesMSamahttp://twitter.com/CustServGreeterhttp://twitter.com/zacharyjeanshttp://twitter.com/zacharyjeanshttp://twitter.com/SJAbbotthttp://twitter.com/CustServGreeterhttp://twitter.com/MarshaCollierhttp://twitter.com/AlHopper_http://twitter.com/GregOrtbachhttp://twitter.com/eric_andersenhttp://twitter.com/KarenLockerhttp://twitter.com/CustServGreeterhttp://twitter.com/MardeMirhttp://twitter.com/Pat_Cluetthttp://twitter.com/Raaneshttp://twitter.com/GregOrtbach


5/24

2013-06-05 1:12 am HollyChessman RT @LovelyLu: A2 It's hard because you lose the inflection of your

voice - but you can smile and show empathy with words. #CustServ

2013-06-05 1:12 am rjamestaylor @eric_andersen @CustServGreeter I'd say empathy is the essence,

or, hypostatsis (intrinsic essence of #custserv

2013-06-05 1:12 am Toby_Metcalf A2 - a call provides true human touch that will set your company apar

#custserv

2013-06-05 1:12 am SJAbbott A2 Empathy would have a scale; from the way a process is designed

to a genuine human connection. All about expectations. #custserv

2013-06-05 1:12 am MarkOrlan A2: it takes more creativity and skill to be able to show empathy usingthe written word. But written expression can be taught. #custserv

2013-06-05 1:13 am GregOrtbach A2: I opt for "song" whenever possible. #custserv #kickingItUpANotch

2013-06-05 1:13 am CustServGreeter @KarenLocker Right you are--that's a common phrase, but cuts two

ways. #custserv\\u00a0

2013-06-05 1:13 am petershankman Just heard a crazy #custserv story about how @toryburch lost a long

time customer to @cwonderstore by not listening.

2013-06-05 1:13 am JamesMSama A2: If you truly know how to utilize the nuances in the English

language, empathy can still be expressed through email. #custserv

2013-06-05 1:13 am Toby_Metcalf RT @HollyChessman: A2 It is much more challenging to show

empathy in writing than in speech - choose your words very carefully

#custserv2013-06-05 1:13 am mike_nunes A2 Maybe even better. You have a chance to articulate the "I should

of said _____ after a voice conversation #custserv

2013-06-05 1:13 am eric_andersen @rjamestaylor love it. #custserv

2013-06-05 1:13 am HollyChessman RT @KarenLocker: word choice is impt, saying "sorry you feel that

way" can sound condescending in writing more than when spoke

#custserv

2013-06-05 1:13 am zacharyjeans RT @rjamestaylor: @eric_andersen @CustServGreeter I'd say

empathy is the essence, or, hypostatsis (intrinsic essence of

#custserv

2013-06-05 1:13 am CustServGreeter @petershankman Listening is a pillar of #custserv\\u00a0Peter!

@toryburch @cwonderstore2013-06-05 1:14 am GregOrtbach True. I also love hand written cards. RT @Toby_Metcalf: A2 - a call

provides true human touch that will set your company apart #custser

2013-06-05 1:14 am AlHopper_ @mike_nunes Hiya Michael! Didn't see you sneak in to #custserv

how are you?

2013-06-05 1:14 am complexified #custserv A2: much is communicated in non-verbal. Presume data

would show harder to empathize in writing. But doable :-

2013-06-05 1:14 am eric_andersen Now that's some service! RT @GregOrtbach A2: I opt for "song"

whenever possible. #kickingItUpANotch #custserv

2013-06-05 1:14 am waynemcevilly oooh...icky!!! RT @JamesMSama Customer service without empathy

is like biting into a Reese's and finding no peanut butter. #custserv

2013-06-05 1:14 am SJAbbott A2 What you write may not be what I read, even if it's the samewords. Context and nuance is tricky. #custserv

2013-06-05 1:15 am MarkOrlan So true. RT @SJAbbott: A2 What you write may not be what I read,

even if it's the same words. Context and nuance is tricky. #custserv

2013-06-05 1:15 am Basildon2082 RT @AlfYATD: Customers are not dependent on us, we are

dependent on them. #quote #custserv

2013-06-05 1:15 am CustServGreeter @rjamestaylor @eric_andersen The [tranliterated from classical

Greek] "ontos on" or German "das ding an sich." #custserv\\u00a0

2013-06-05 1:15 am GregOrtbach @eric_andersen I do what I can ; #custserv
http://twitter.com/HollyChessmanhttp://twitter.com/rjamestaylorhttp://twitter.com/Toby_Metcalfhttp://twitter.com/SJAbbotthttp://twitter.com/MarkOrlanhttp://twitter.com/GregOrtbachhttp://twitter.com/CustServGreeterhttp://twitter.com/petershankmanhttp://twitter.com/JamesMSamahttp://twitter.com/Toby_Metcalfhttp://twitter.com/mike_nuneshttp://twitter.com/eric_andersenhttp://twitter.com/HollyChessmanhttp://twitter.com/zacharyjeanshttp://twitter.com/CustServGreeterhttp://twitter.com/GregOrtbachhttp://twitter.com/AlHopper_http://twitter.com/complexifiedhttp://twitter.com/eric_andersenhttp://twitter.com/waynemcevillyhttp://twitter.com/SJAbbotthttp://twitter.com/MarkOrlanhttp://twitter.com/Basildon2082http://twitter.com/CustServGreeterhttp://twitter.com/GregOrtbachhttp://twitter.com/GregOrtbachhttp://twitter.com/CustServGreeterhttp://twitter.com/Basildon2082http://twitter.com/MarkOrlanhttp://twitter.com/SJAbbotthttp://twitter.com/waynemcevillyhttp://twitter.com/eric_andersenhttp://twitter.com/complexifiedhttp://twitter.com/AlHopper_http://twitter.com/GregOrtbachhttp://twitter.com/CustServGreeterhttp://twitter.com/zacharyjeanshttp://twitter.com/HollyChessmanhttp://twitter.com/eric_andersenhttp://twitter.com/mike_nuneshttp://twitter.com/Toby_Metcalfhttp://twitter.com/JamesMSamahttp://twitter.com/petershankmanhttp://twitter.com/CustServGreeterhttp://twitter.com/GregOrtbachhttp://twitter.com/MarkOrlanhttp://twitter.com/SJAbbotthttp://twitter.com/Toby_Metcalfhttp://twitter.com/rjamestaylorhttp://twitter.com/HollyChessman


6/24

2013-06-05 1:15 am Toby_Metcalf @GregOrtbach great touch! #custserv

2013-06-05 1:15 am AlHopper_ A2 It's a little more difficult, but can be done with practice and word

choice #custserv

2013-06-05 1:15 am eric_andersen @CustServGreeter A2: issue is that empathy often requires body

language and a conversation that written communication may not

have #custserv

2013-06-05 1:15 am VickieMacFadden A2 depends on where your talents are. #custserv

2013-06-05 1:15 am CustServGreeter Q3: What (in your opinion should you *always* say to a customer to

\\u00a0indicate empathy?\\u00a0#custserv\\u00a02013-06-05 1:16 am AlHopper_ RT @CustServGreeter: Q3: What (in your opinion should you

*always* say to a customer to \\u00a0indicate

empathy?\\u00a0#custserv\\u00a0

2013-06-05 1:16 am LovelyLu A2 An art is being able to write how you talk.... that helps convey you

empathy. #CustServ

2013-06-05 1:16 am zacharyjeans RT @CustServGreeter: Q3: What (in your opinion should you



2013-06-05 1:16 am eric_andersen @waynemcevilly @JamesMSama so...just all chocolate? Sounds

good to me :- #custserv

2013-06-05 1:16 am GregOrtbach RT @CustServGreeter: Q3: What (in your opinion should you*always* say to a customer to \\u00a0indicate


2013-06-05 1:16 am VickieMacFadden Personal peeve: reps saying "sorry bout that". Sounds flip. I train

using " I apologize". #custserv

2013-06-05 1:16 am Pat_Cluett RT @CustServGreeter: Q3: What (in your opinion should you



2013-06-05 1:16 am CustServGreeter Boom! RT @LovelyLu: A2 An art is being able to write how you talk...

that helps convey your empathy. #CustServ

2013-06-05 1:16 am VickieMacFadden AMEN~ RT @LovelyLu: A2 An art is being able to write how you

talk.... that helps convey your empathy. #custserv2013-06-05 1:16 am MarkOrlan A3: please don't say "sorry for the inconvenience"...it's so boring and

overused. A cardboard response. #custserv

2013-06-05 1:17 am eric_andersen @CustServGreeter start by validating the customer's opinion, and

show respect #custserv

2013-06-05 1:17 am Pat_Cluett RT @GregOrtbach: Q2: Is it more difficult to show empathy in writing

(chat/email than speech? #custserv

2013-06-05 1:17 am zacharyjeans A3 "Do I understand you correctly, that ......?" #custserv

2013-06-05 1:17 am CustServGreeter Bam! RT @MarkOrlan: A3: please don't say "sorry for the

inconvenience"...it's so boring and overused. A cardboard response.

#custserv

2013-06-05 1:17 am AlHopper_ A3 "I understand" "Thank you for sharing" "I want to help" #custserv2013-06-05 1:17 am JamesMSama A3: One should always convey to the customer that they've "been

there" before. We are ALL consumers & deal with companies daily.

#custserv

2013-06-05 1:17 am CustServGreeter Pow! RT @zacharyjeans: A3 "Do I understand you correctly, that

......?" #custserv

2013-06-05 1:17 am mike_nunes @AlHopper_ Doing great Al! at the start of our controlled chaos busy

season. All is well in Texas? #custserv

2013-06-05 1:17 am GregOrtbach A3: Do NOT mention the word survey or the phrase "Your call is
http://twitter.com/Toby_Metcalfhttp://twitter.com/AlHopper_http://twitter.com/eric_andersenhttp://twitter.com/VickieMacFaddenhttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/LovelyLuhttp://twitter.com/zacharyjeanshttp://twitter.com/eric_andersenhttp://twitter.com/GregOrtbachhttp://twitter.com/VickieMacFaddenhttp://twitter.com/Pat_Cluetthttp://twitter.com/CustServGreeterhttp://twitter.com/VickieMacFaddenhttp://twitter.com/MarkOrlanhttp://twitter.com/eric_andersenhttp://twitter.com/Pat_Cluetthttp://twitter.com/zacharyjeanshttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/JamesMSamahttp://twitter.com/CustServGreeterhttp://twitter.com/mike_nuneshttp://twitter.com/GregOrtbachhttp://twitter.com/GregOrtbachhttp://twitter.com/mike_nuneshttp://twitter.com/CustServGreeterhttp://twitter.com/JamesMSamahttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/zacharyjeanshttp://twitter.com/Pat_Cluetthttp://twitter.com/eric_andersenhttp://twitter.com/MarkOrlanhttp://twitter.com/VickieMacFaddenhttp://twitter.com/CustServGreeterhttp://twitter.com/Pat_Cluetthttp://twitter.com/VickieMacFaddenhttp://twitter.com/GregOrtbachhttp://twitter.com/eric_andersenhttp://twitter.com/zacharyjeanshttp://twitter.com/LovelyLuhttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/VickieMacFaddenhttp://twitter.com/eric_andersenhttp://twitter.com/AlHopper_http://twitter.com/Toby_Metcalf


7/24

important to us." #custserv

2013-06-05 1:18 am CustServGreeter (I'm doing my @Hyken impression tonight : \\u00a0#custserv\\u00a0

2013-06-05 1:18 am HollyChessman A3 always be polite and respectful. "I'm sorry" is also a powerful

phrase. #custserv

2013-06-05 1:18 am SJAbbott A3 Perhaps say nothing, but listen instead. Empathy is about

understanding their situation, not your solution. #custserv

2013-06-05 1:18 am fmisle RT @MarkOrlan: A3: please don't say "sorry for the

inconvenience"...it's so boring and overused. A cardboard response.

#custserv2013-06-05 1:18 am MarkOrlan Active listeningg > RT @CustServGreeter: Pow! RT @zacharyjeans:

A3 "Do I understand you correctly, that ......?" #custserv

2013-06-05 1:18 am KarenLocker exactly RT @eric_andersen: @CustServGreeter start by validating

the customers opinion, and show respect #custserv

2013-06-05 1:18 am Toby_Metcalf A3 "I'm sorry" "I understand" "Does that solve your problem?"

#custserv

2013-06-05 1:18 am AlHopper_ @mike_nunes It will be better after next week and the #NBAplayoffs

give us a 5th ring #custserv

2013-06-05 1:18 am ABHuret A2 Nothing speaks cust #engagement like handwritten note &

complimentary product! @DawnDish


8/24

help you.

2013-06-05 1:20 am MarkOrlan RT @complexified: #custserv A3: thank you for sharing that. I

appreciate you telling me. As I understand, you said- & please let me

help y\\u2026

2013-06-05 1:20 am elizabethtraub The mention of chocolate. RT @eric_andersen: @waynemcevilly

@JamesMSama so...just all chocolate? Sounds good to me :-

#custserv

2013-06-05 1:20 am AlHopper_ RT @GregOrtbach: A3: Do NOT mention the word survey or the

phrase "Your call is important to us." #custserv2013-06-05 1:20 am HollyChessman @elizabethtraub Hello! Long time no see! How've you been?

#custserv

2013-06-05 1:20 am GregOrtbach Q4: What (in your opinion should you *never* say to a cust. because

it's not empathetic? #custserv

2013-06-05 1:20 am mike_nunes RT @Toby_Metcalf: A3 "I'm sorry" "I understand" "Does that solve

your problem?" #custserv

2013-06-05 1:20 am AlHopper_ RT @GregOrtbach: Q4: What (in your opinion should you *never* say

to a cust. because it's not empathetic? #custserv

2013-06-05 1:20 am Toby_Metcalf A3 "Is there anything else I may help you with?" #custserv

2013-06-05 1:20 am CustServGreeter @BH_Social True enough, Brandon. (I love the written word, too. Can

be difficult. #custserv\\u00a02013-06-05 1:20 am AlHopper_ wow, I got lost this evening! I'm sorry for the inconvenience ;0

#custserv

2013-06-05 1:20 am elizabethtraub A3. I am trying to understand, can I ask a few more questions.

#custserv

2013-06-05 1:20 am ABHuret A3 "How can we make this right" is far more powerful than "I'm sorry"

It's about owning/fixing problem. #custserv

2013-06-05 1:20 am MarkOrlan A4: never get defensive with a customer. #custserv

2013-06-05 1:21 am SJAbbott A3 If I am being honest, I find most pleasantries to be mostly

contrived. Body language and expression are more empathetic.

#custserv

2013-06-05 1:21 am mike_nunes RT @ABHuret: A3 "How can we make this right" is far more powerfulthan "I'm sorry". It's about owning/fixing problem. #custserv

2013-06-05 1:21 am CustServGreeter @elizabethtraub Hi, Elizabeth! #custserv\\u00a0

2013-06-05 1:21 am elizabethtraub @alhopper_ Hello taking a break from power point I am working on.

#custserv

2013-06-05 1:21 am MarshaCollier Thank you lots of #wine at dinner RT @AlHopper_: Honored to sit in

for you! #custserv

2013-06-05 1:21 am LovelyLu A3 Thank you, we value you, we understand. #CustServ

2013-06-05 1:21 am JamesMSama @elizabethtraub @eric_andersen @waynemcevilly my mother owns

a #chocolate business...I've been raised around it! #custserv

2013-06-05 1:21 am CustServGreeter Good. : RT @elizabethtraub: @alhopper_ Hello taking a break from

power point I am working on. #custserv2013-06-05 1:21 am GregOrtbach Love that. RT @CustServGreeter: RT @complexified: #custserv A3:

thank you for sharing that. I appreciate you telling me.

2013-06-05 1:21 am VickieMacFadden Let's figure out how we're going to make this right! (really works well

with my southern accent!: #custserv

2013-06-05 1:21 am elizabethtraub @hollychessman Hello Holly I always love seeing you. #custserv

2013-06-05 1:21 am AlHopper_ A4 I didn't make that mistake, nor can I fix it cause it's not my

department #custserv

2013-06-05 1:21 am LovelyLu A4 You're wrong. #CustServ
http://twitter.com/MarkOrlanhttp://twitter.com/elizabethtraubhttp://twitter.com/AlHopper_http://twitter.com/HollyChessmanhttp://twitter.com/GregOrtbachhttp://twitter.com/mike_nuneshttp://twitter.com/AlHopper_http://twitter.com/Toby_Metcalfhttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/elizabethtraubhttp://twitter.com/ABHurethttp://twitter.com/MarkOrlanhttp://twitter.com/SJAbbotthttp://twitter.com/mike_nuneshttp://twitter.com/CustServGreeterhttp://twitter.com/elizabethtraubhttp://twitter.com/MarshaCollierhttp://twitter.com/LovelyLuhttp://twitter.com/JamesMSamahttp://twitter.com/CustServGreeterhttp://twitter.com/GregOrtbachhttp://twitter.com/VickieMacFaddenhttp://twitter.com/elizabethtraubhttp://twitter.com/AlHopper_http://twitter.com/LovelyLuhttp://twitter.com/LovelyLuhttp://twitter.com/AlHopper_http://twitter.com/elizabethtraubhttp://twitter.com/VickieMacFaddenhttp://twitter.com/GregOrtbachhttp://twitter.com/CustServGreeterhttp://twitter.com/JamesMSamahttp://twitter.com/LovelyLuhttp://twitter.com/MarshaCollierhttp://twitter.com/elizabethtraubhttp://twitter.com/CustServGreeterhttp://twitter.com/mike_nuneshttp://twitter.com/SJAbbotthttp://twitter.com/MarkOrlanhttp://twitter.com/ABHurethttp://twitter.com/elizabethtraubhttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/Toby_Metcalfhttp://twitter.com/AlHopper_http://twitter.com/mike_nuneshttp://twitter.com/GregOrtbachhttp://twitter.com/HollyChessmanhttp://twitter.com/AlHopper_http://twitter.com/elizabethtraubhttp://twitter.com/MarkOrlan


9/24

2013-06-05 1:21 am HollyChessman A4 Never be condescending. My problem is important to me even if it

isn't to you. #custserv

2013-06-05 1:21 am elizabethtraub @custservgreeter Hello sorry a little late here. Working on a project

and this is a nice break. #custserv

2013-06-05 1:22 am ABHuret Busy proposing?? RT @AlHopper_: wow, I got lost this evening! Im

sorry for the inconvenience ;0 #custserv

2013-06-05 1:22 am MarkOrlan Love it! RT @VickieMacFadden: Let's figure out how we're going to

make this right! (really works well with my southern accent!:

#custserv2013-06-05 1:22 am SJAbbott This. RT @HollyChessman: A4 Never be condescending. My problem

is important to me even if it isn't to you. #custserv

2013-06-05 1:22 am zacharyjeans RT @GregOrtbach: Q4: What (in your opinion should you *never* say


2013-06-05 1:22 am Pat_Cluett @GregOrtbach @CustServGreeter #custserv A3: I understand. You

may reiterate what they have told you to check in and ensure

agreement.

2013-06-05 1:22 am BH_Social A3 Always say ur purpose & goal. Empathetic terms can lose value in

repetition but stated purpose reminds customer of target goals

#custserv

2013-06-05 1:22 am Toby_Metcalf A4 "It's our policy, there is nothing more I can do" #custserv2013-06-05 1:22 am VickieMacFadden From the Amen corner! RT @HollyChessman: A4 Never be

condescending. My problem is important to me even if it isnt to you.

#custserv

2013-06-05 1:22 am elizabethtraub "oh really?" RT @gregortbach: Q4: What (in your opinion should you

*never* say to a cust. because it's not empathetic? #custserv

2013-06-05 1:23 am CustServGreeter RT @GregOrtbach: Q4: What (in your opinion should you *never* say


2013-06-05 1:23 am elizabethtraub "are you sure.....?" RT @gregortbach: Q4: What (in your opinion

should you *never* say to a cust. because it's not empathetic?

#custserv

2013-06-05 1:23 am Toby_Metcalf A4 "Please hold" #custserv2013-06-05 1:23 am HollyChessman @LovelyLu Ugh - and I've had that said to me. Immediately asked for

a supervisor. That's a BIG no no. #custserv

2013-06-05 1:23 am JamesMSama A4: Sorry, I have a lot of other people I'm dealing with right now, I'll be

right with you. #CustServ #DontDoThat

2013-06-05 1:23 am CustServGreeter Kablammo! RT @Toby_Metcalf: A4 "Please hold" #custserv

2013-06-05 1:23 am ABHuret A4 Giving explanation of WHY/HOW something happened or

providing info on company silos & structure. #WeDontCare #JustFixIt

#custserv

2013-06-05 1:23 am MarkOrlan RT @JamesMSama: A4: Sorry, I have a lot of other people I'm

dealing with right now, I'll be right with you. #CustServ #DontDoThat

2013-06-05 1:23 am SJAbbott @Toby_Metcalf Yes. Anything that starts with "Our policy is..." is likebuilding a wall between you and the customer. A4 #custserv

2013-06-05 1:24 am VickieMacFadden Many do only the bare minimum when there's a problem. We try to go

that extra mile..where there's never a traffic jam! #custserv

2013-06-05 1:24 am AlHopper_ Nah, I can only handle 1 wife. RT @ABHuret: Busy proposing?? RT

@AlHopper_: wow, I got lost this evening! #custserv

2013-06-05 1:24 am LovelyLu @HollyChessman Loses me forever! #CustServ

2013-06-05 1:24 am elizabethtraub @jamesmsama @eric_andersen @waynemcevilly Make us friends,

she brings the chocolate & I will bring the wine. #custserv
http://twitter.com/HollyChessmanhttp://twitter.com/elizabethtraubhttp://twitter.com/ABHurethttp://twitter.com/MarkOrlanhttp://twitter.com/SJAbbotthttp://twitter.com/zacharyjeanshttp://twitter.com/Pat_Cluetthttp://twitter.com/BH_Socialhttp://twitter.com/Toby_Metcalfhttp://twitter.com/VickieMacFaddenhttp://twitter.com/elizabethtraubhttp://twitter.com/CustServGreeterhttp://twitter.com/elizabethtraubhttp://twitter.com/Toby_Metcalfhttp://twitter.com/HollyChessmanhttp://twitter.com/JamesMSamahttp://twitter.com/CustServGreeterhttp://twitter.com/ABHurethttp://twitter.com/MarkOrlanhttp://twitter.com/SJAbbotthttp://twitter.com/VickieMacFaddenhttp://twitter.com/AlHopper_http://twitter.com/LovelyLuhttp://twitter.com/elizabethtraubhttp://twitter.com/elizabethtraubhttp://twitter.com/LovelyLuhttp://twitter.com/AlHopper_http://twitter.com/VickieMacFaddenhttp://twitter.com/SJAbbotthttp://twitter.com/MarkOrlanhttp://twitter.com/ABHurethttp://twitter.com/CustServGreeterhttp://twitter.com/JamesMSamahttp://twitter.com/HollyChessmanhttp://twitter.com/Toby_Metcalfhttp://twitter.com/elizabethtraubhttp://twitter.com/CustServGreeterhttp://twitter.com/elizabethtraubhttp://twitter.com/VickieMacFaddenhttp://twitter.com/Toby_Metcalfhttp://twitter.com/BH_Socialhttp://twitter.com/Pat_Cluetthttp://twitter.com/zacharyjeanshttp://twitter.com/SJAbbotthttp://twitter.com/MarkOrlanhttp://twitter.com/ABHurethttp://twitter.com/elizabethtraubhttp://twitter.com/HollyChessman


10/24

2013-06-05 1:24 am GregOrtbach A4: Anything that indicates indifference, attitude, or "that" tone.

#custserv

2013-06-05 1:24 am Toby_Metcalf @CustServGreeter thank you (again #custserv

2013-06-05 1:24 am AlHopper_ BINGO! RT @GregOrtbach: A4: Anything that indicates indifference,

attitude, or "that" tone. #custserv

2013-06-05 1:24 am CustServGreeter @Toby_Metcalf My pleasure, sir! #custserv\\u00a0

2013-06-05 1:24 am ABHuret @UBtalkin @AlHopper_


11/24

you telling me.

2013-06-05 1:27 am CustServGreeter Q5: Can chat be a good communication channel for customer service

or is it just "easy" (for the company?\\u00a0#custserv\\u00a0

2013-06-05 1:27 am AlHopper_ RT @CustServGreeter: Q5: Can chat be a good communication

channel for customer service, or is it just "easy" (for the

company?\\u00a0#custserv\\u00a0

2013-06-05 1:27 am elizabethtraub Yes RT @pat_cluett: RT @GregOrtbach: Q4: What (in your opinion

should you *never* say to a cust. because it's not empathetic?

#custserv2013-06-05 1:27 am ABHuret @elizabethtraub Hi gorgeous! : (are we picking out bridesmaids

dresses and shoes yet? #willyoumarryme @marshacollier #custserv

2013-06-05 1:27 am BH_Social A4 Should also never restate how other customers have ignored/been

happy w/res customer is unhappy with #custserv

2013-06-05 1:27 am VickieMacFadden Good one!! RT @MarkOrlan: @fmisle thanks, Im trying to be an

active listener and show empathy with this #custserv chat. #custserv

2013-06-05 1:27 am Toby_Metcalf Very true: RT @complexified #custserv A4: hmmm... "that's not MY

problem..." :- #custserv

2013-06-05 1:27 am SarahArrow 7 Simple Ways to Raise Your #custserv from Ordinary to

Extraordinary http://t.co/DCHgE9Ws1W via @9INCHmarketing

2013-06-05 1:27 am GregOrtbach RT @CustServGreeter Q5: Can chat be a good communicationchannel for customer service, or is it just "easy"? #custserv

2013-06-05 1:27 am SJAbbott Yes. It was always "what can I do...?" RT @zacharyjeans: A4 At

@Starbucks we never said, 'No.' #custserv

2013-06-05 1:28 am zacharyjeans A4 "Can you please restate every single thing you already said to the

last two customer service agents"? GAAHHH!!!! #custserv

2013-06-05 1:28 am ABHuret @stales @marieeballard @jodyms @DrAttai Well ... in #CustServ las

week, we had a wedding proposal on Vine! So, yes -- cannot miss a

chat!

2013-06-05 1:28 am elizabethtraub @abhuret @MarshaCollier Yes, can't wait for the bachelorette party

We are in charge of that right. #custserv

2013-06-05 1:28 am zacharyjeans RT @SJAbbott: Yes. It was always "what can I do...?" RT@zacharyjeans: A4 At @Starbucks we never said, 'No.' #custserv

2013-06-05 1:28 am LovelyLu A5 Chat is extremely helpful when the rep is well trained. Easier to

communicate empathy in chat. #CustServ

2013-06-05 1:28 am complexified #custserv A5: yes, chat can be hard to use well.

2013-06-05 1:28 am Toby_Metcalf A5 - Chat is a wonderful communication / triage channel. Know when

to take things private however #custserv

2013-06-05 1:28 am JamesMSama A5: I've had good experiences with chat services. Quick, hands on,

no hold time, overall - thumbs up. #CustServ

2013-06-05 1:28 am elizabethtraub Q5. I think it's good if there is education, and service included.

#custserv

2013-06-05 1:29 am AlHopper_ A5 Gonna toot the team's horn for #custserv @Citibank chat teamwould say it works. They/we ranked very high in C-Sat et al in recent

chart

2013-06-05 1:29 am Pat_Cluett @GregOrtbach #custserv A4: I will leave it up to 'blank' dept to get

back to you as to what we can. It's not my fault. I know how you feel.

2013-06-05 1:29 am mike_nunes A5 for anything long winded, i prefer phone over a chat box. #custser

2013-06-05 1:29 am fmisle @AlHopper_ @CustServGreeter it can be an excellent tool/channel.

Look at @rackspace :- #custserv

2013-06-05 1:29 am HollyChessman A5 Chat can be a good form of cust service when done right - but it's
http://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/elizabethtraubhttp://twitter.com/ABHurethttp://twitter.com/BH_Socialhttp://twitter.com/VickieMacFaddenhttp://twitter.com/Toby_Metcalfhttp://twitter.com/SarahArrowhttp://twitter.com/GregOrtbachhttp://twitter.com/SJAbbotthttp://twitter.com/zacharyjeanshttp://twitter.com/ABHurethttp://twitter.com/elizabethtraubhttp://twitter.com/zacharyjeanshttp://twitter.com/LovelyLuhttp://twitter.com/complexifiedhttp://twitter.com/Toby_Metcalfhttp://twitter.com/JamesMSamahttp://twitter.com/elizabethtraubhttp://twitter.com/AlHopper_http://twitter.com/Pat_Cluetthttp://twitter.com/mike_nuneshttp://twitter.com/fmislehttp://twitter.com/HollyChessmanhttp://twitter.com/HollyChessmanhttp://twitter.com/fmislehttp://twitter.com/mike_nuneshttp://twitter.com/Pat_Cluetthttp://twitter.com/AlHopper_http://twitter.com/elizabethtraubhttp://twitter.com/JamesMSamahttp://twitter.com/Toby_Metcalfhttp://twitter.com/complexifiedhttp://twitter.com/LovelyLuhttp://twitter.com/zacharyjeanshttp://twitter.com/elizabethtraubhttp://twitter.com/ABHurethttp://twitter.com/zacharyjeanshttp://twitter.com/SJAbbotthttp://twitter.com/GregOrtbachhttp://twitter.com/SarahArrowhttp://twitter.com/Toby_Metcalfhttp://twitter.com/VickieMacFaddenhttp://twitter.com/BH_Socialhttp://twitter.com/ABHurethttp://twitter.com/elizabethtraubhttp://twitter.com/AlHopper_http://twitter.com/CustServGreeter


12/24

often done on a formulaic way that's off putting #custserv

2013-06-05 1:29 am VickieMacFadden A5 chat good for short, quick issues. I think when too long and

complicated, pick up the phone. #custserv

2013-06-05 1:29 am ABHuret @UBtalkin @AskCiti @AlHopper_ We love Al -- just goofing. : :

#Custserv

2013-06-05 1:29 am veltig RT @ValaAfshar: Often, the best performance measure in customer

service is a customer smile. #custserv #custexp

2013-06-05 1:29 am mike_nunes RT @VickieMacFadden: A5 chat good for short, quick issues. I think

when too long and complicated, pick up the phone. #custserv2013-06-05 1:29 am elizabethtraub @abhuret @MarshaCollier Remeber this time last week... we were al

just chatting away & then BOOM an engagement went viral #custserv

2013-06-05 1:29 am Toby_Metcalf A5 - Chat & twitter is scalable and documented #custserv

2013-06-05 1:29 am Pat_Cluett @AlHopper_ #custserv Hiya Al! Thank you.

2013-06-05 1:30 am CustServGreeter @scifrei2 You should be as helpful as possible--not sure what "an

outside vendor" means... @AlHopper_ @GregOrtbach

#custserv\\u00a0

2013-06-05 1:30 am CustServGreeter HALFTIME!! Please enjoy your favorite beverage! Toasting

encouraged. : #custserv

2013-06-05 1:30 am elizabethtraub Yes :- or hugs. I got hugs today. RT @valaafshar: Often, the best

performance measure in customer service is a customer smile.#custserv...

2013-06-05 1:30 am ABHuret @elizabethtraub @MarshaCollier Uh oh ... trouble brewing!

#TwitterBachelorette party! We need @katiecouric to host with us!

#CustServ

2013-06-05 1:30 am Pat_Cluett @CustServGreeter #custserv Hi Roy! Good to see you too!

2013-06-05 1:30 am AlHopper_ hmmm, moar #coffee RT @CustServGreeter: HALFTIME!! Please

enjoy your favorite beverage! Toasting encouraged. : #custserv

2013-06-05 1:30 am CustServGreeter @scifrei2 Do you mean an outsourced customer service?

@AlHopper_ @GregOrtbach #custserv\\u00a0

2013-06-05 1:30 am SJAbbott A5 Any channel that connects is a good opportunity. If it can be

solved within that channel, great. If not, move it along. #custserv2013-06-05 1:30 am HollyChessman @zacharyjeans That makes me see red! Or when I've given the info

to an IVR and then the agent asks me for it again. Really?! #custserv

2013-06-05 1:30 am LovelyLu Cheers! RT @CustServGreeter: HALFTIME!! Please enjoy your

favorite beverage! Toasting encouraged. : #CustServ

2013-06-05 1:30 am MarkOrlan Wine tonight! RT @CustServGreeter: HALFTIME!! Please enjoy your

favorite beverage! Toasting encouraged. : #custserv

2013-06-05 1:30 am VickieMacFadden RT @AlHopper_: A5 Gonna toot teams horn @Citibank chat team wd

say it works. Ranked very high in C-Sat in recent chart #custserv

2013-06-05 1:31 am Toby_Metcalf @mike_nunes good evening #custserv

2013-06-05 1:31 am CustServGreeter Yummy Poland Spring water. #Maine #custserv

2013-06-05 1:31 am MarkOrlan A5: chat is just another channel. But is it a customer's first choice? Itmay just be the most accessible. #custserv

2013-06-05 1:31 am ABHuret @elizabethtraub @MarshaCollier Yes!! Wait ... is that my

doorbell???? #CustServ #Champagne Half-time! #Cheers!

2013-06-05 1:31 am elizabethtraub @elizabethtraub @ABHuret @MarshaCollier @katiecouric My whole

life people say, "your remind me of Katie" honorable compliment.

#custserv

2013-06-05 1:31 am AlHopper_ Rais your #halftime #custserv chat glasses in honor of #zappos and

the lovely bride to be @MarshaCollier
http://twitter.com/VickieMacFaddenhttp://twitter.com/ABHurethttp://twitter.com/veltighttp://twitter.com/mike_nuneshttp://twitter.com/elizabethtraubhttp://twitter.com/Toby_Metcalfhttp://twitter.com/Pat_Cluetthttp://twitter.com/CustServGreeterhttp://twitter.com/CustServGreeterhttp://twitter.com/elizabethtraubhttp://twitter.com/ABHurethttp://twitter.com/Pat_Cluetthttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/SJAbbotthttp://twitter.com/HollyChessmanhttp://twitter.com/LovelyLuhttp://twitter.com/MarkOrlanhttp://twitter.com/VickieMacFaddenhttp://twitter.com/Toby_Metcalfhttp://twitter.com/CustServGreeterhttp://twitter.com/MarkOrlanhttp://twitter.com/ABHurethttp://twitter.com/elizabethtraubhttp://twitter.com/AlHopper_http://twitter.com/AlHopper_http://twitter.com/elizabethtraubhttp://twitter.com/ABHurethttp://twitter.com/MarkOrlanhttp://twitter.com/CustServGreeterhttp://twitter.com/Toby_Metcalfhttp://twitter.com/VickieMacFaddenhttp://twitter.com/MarkOrlanhttp://twitter.com/LovelyLuhttp://twitter.com/HollyChessmanhttp://twitter.com/SJAbbotthttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/Pat_Cluetthttp://twitter.com/ABHurethttp://twitter.com/elizabethtraubhttp://twitter.com/CustServGreeterhttp://twitter.com/CustServGreeterhttp://twitter.com/Pat_Cluetthttp://twitter.com/Toby_Metcalfhttp://twitter.com/elizabethtraubhttp://twitter.com/mike_nuneshttp://twitter.com/veltighttp://twitter.com/ABHurethttp://twitter.com/VickieMacFadden


13/24

2013-06-05 1:31 am elizabethtraub RT @markorlan: Wine tonight! RT @CustServGreeter: HALFTIME!!

Please enjoy your favorite beverage! Toasting encouraged. :

#custserv

2013-06-05 1:31 am MarkOrlan @VickieMacFadden @fmisle : #custserv

2013-06-05 1:31 am HollyChessman @AlHopper_ @CustServGreeter Does ice cream count as a

beverage? : #custserv

2013-06-05 1:32 am mike_nunes @Toby_Metcalf good evening, sir #custserv

2013-06-05 1:32 am VickieMacFadden RT @HollyChessman: A5 Chat can be good form of cust service

when done right,but its often done in formulaic way thats off putting#custserv

2013-06-05 1:32 am CustServGreeter If you wait a bit\\u2026 RT @HollyChessman: @AlHopper_

@CustServGreeter Does ice cream count as a beverage? : #custserv

2013-06-05 1:32 am AlHopper_ mine wud've melted already, so yes! RT @HollyChessman:

@AlHopper_ @CustServGreeter Does ice cream count as a

beverage? : #custserv

2013-06-05 1:32 am MarkOrlan If you let it melt into a shake. RT @HollyChessman: @AlHopper_

@CustServGreeter Does ice cream count as a beverage? : #custserv

2013-06-05 1:32 am ABHuret BUBBLES tonight for @marshacollier & @curtbuthman! Congrats

again and cheers! (sponsored by ..... #______ #custserv

2013-06-05 1:32 am elizabethtraub Beverage this sunny evening is the hard stuff. H20 over ice. #custserv2013-06-05 1:32 am Toby_Metcalf @HollyChessman as long as there is milk mixed with it :- #custserv

2013-06-05 1:32 am elizabethtraub Yes RT @custservgreeter: If you wait a bit\\u2026 RT

@HollyChessman: @AlHopper_ @CustServGreeter Does ice cream

count as a beverage? : #custserv

2013-06-05 1:33 am Pat_Cluett @elizabethtraub @valaafshar #custserv A favourite quote - If you see

someone without a smile, give them yours

2013-06-05 1:33 am eric_andersen Yes RT @CustServGreeter Q5: Can chat be a good communication

channel for customer service, or is it just "easy" (for the company?

#custserv

2013-06-05 1:33 am MarkOrlan Take it easy on that, Elizabeth! RT @elizabethtraub: Beverage this

sunny evening is the hard stuff. H20 over ice. #custserv2013-06-05 1:33 am JamesMSama If it's melted : RT @HollyChessman @AlHopper_ @CustServGreeter

Does ice cream count as a beverage? : #custserv

2013-06-05 1:33 am CustServGreeter @scifrei2 You're polite to the customer and help find someone who

can. @AlHopper_ @GregOrtbach #custserv

2013-06-05 1:33 am zacharyjeans I prefer a good chat to a phone call. #custserv

2013-06-05 1:33 am AlHopper_ I would. I do even as a customer #custserv @CustServGreeter

@GregOrtbach

2013-06-05 1:33 am elizabethtraub RT @abhuret: BUBBLES @MarshaCollier & @curtbuthman!

Congrats again & cheers! (sponsored by .....

#lpublicdisplayofengagement #custserv

2013-06-05 1:34 am MarkOrlan You must be an introvert. RT @zacharyjeans: I prefer a good chat toa phone call. #custserv

2013-06-05 1:34 am AlHopper_ Me too, allows better multi tasking RT @zacharyjeans: I prefer a good

chat to a phone call. #custserv

2013-06-05 1:34 am ABHuret @elizabethtraub @MarshaCollier @katiecouric


14/24

2013-06-05 1:34 am fjmgroupnyc @elizabethtraub I'm pulling a #TopGun #Maverick with the ice water

myself #custserv I didn't lose Goose though.

2013-06-05 1:34 am CustServGreeter Splooosh! RT @elizabethtraub: @markorlan I know it's the hard stuff

but someone has to drink it. #custserv

2013-06-05 1:34 am eric_andersen @mike_nunes hey there, Mike! Long time no see! #custserv

2013-06-05 1:34 am elizabethtraub @jamesmsama @HollyChessman @AlHopper_ @CustServGreeter

That just made me laugh. Always on the edge of funny. #custserv

2013-06-05 1:35 am zacharyjeans @MarkOrlan Hah! I'm pretty extroverted. But I'm a thinker, so I can

internalize information in text well. #custserv ENFP2013-06-05 1:35 am JamesMSama LOL. RT @MarkOrlan You must be an introvert. RT @zacharyjeans:

prefer a good chat to a phone call. #custserv

2013-06-05 1:35 am GregOrtbach Q6: If you use email for customer service, what seems to work to

show you care? #custserv

2013-06-05 1:35 am elizabethtraub @abhuret @MarshaCollier @katiecouric #RealLadiesofTwitter

starting now. I am going to come up with some pitches. #custserv

2013-06-05 1:35 am AlHopper_ RT @GregOrtbach: Q6: If you use email for customer service, what

seems to work to show you care? #custserv

2013-06-05 1:35 am CustServGreeter RT @GregOrtbach: Q6: If you use email for customer service, what


2013-06-05 1:35 am VickieMacFadden @zacharyjeans depending on timing and what I need, so do I. And I'lltalk to a stop sign..in southern, of course! #custserv

2013-06-05 1:35 am tpgoebel RT @AlHopper_: Me too, allows better multi tasking RT

@zacharyjeans: I prefer a good chat to a phone call. #custserv

2013-06-05 1:35 am ABHuret A5 Regular chats are good for engagement, but need strong

moderators for specific issues. (Or promise follow-up #custserv

2013-06-05 1:36 am eric_andersen @zacharyjeans @MarkOrlan interesting - I think introverts excel here

on Twitter, but a certain class of extroverts do as well #custserv

2013-06-05 1:36 am MarkOrlan Nice! RT @zacharyjeans: Hah! I'm pretty extroverted. But I'm a

thinker, so I can internalize information in text well. #custserv ENFP

2013-06-05 1:36 am elizabethtraub @markorlan Yes, but I typically start east coast time. It's sunny and

warm & seemed to fit the mood. #custserv2013-06-05 1:36 am LovelyLu A6 Answering in a timely fashion. #CustServ

2013-06-05 1:36 am elizabethtraub Nice RT @fjmgroupnyc: @elizabethtraub I'm pulling a #TopGun

#Maverick with the ice water myself #custserv I didn't lose Goose

though.

2013-06-05 1:36 am CustServGreeter RT @LovelyLu: A6 Answering in a timely fashion. #CustServ

2013-06-05 1:36 am Pat_Cluett RT @CustServGreeter: Q5: Can chat be a good communication

channel for customer service, or is it just "easy"? #custserv

2013-06-05 1:36 am JamesMSama A6: Quick, detailed, thought out responses. Descriptive words to

convey emotion. Personality must show through the text. #CustServ

2013-06-05 1:37 am ABHuret A6: Email needs to be personalized. Robotic form letters don't cut it.

(Especially if they ask for info already provided #custserv2013-06-05 1:37 am elizabethtraub A6. I always try to remember something personal to start the

conversation. #custserv

2013-06-05 1:37 am SJAbbott @eric_andersen @zacharyjeans @MarkOrlan I would think both I

and E excel on social media, but in different ways. #custserv

2013-06-05 1:37 am AlHopper_ @tpgoebel sometimes time is of the essence, tis why setting

expectations is vital #custserv @zacharyjeans

2013-06-05 1:37 am elizabethtraub A5. A particular hard email around #custserv is not an email, but a

phone call. Just saying.
http://twitter.com/fjmgroupnychttp://twitter.com/CustServGreeterhttp://twitter.com/eric_andersenhttp://twitter.com/elizabethtraubhttp://twitter.com/zacharyjeanshttp://twitter.com/JamesMSamahttp://twitter.com/GregOrtbachhttp://twitter.com/elizabethtraubhttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/VickieMacFaddenhttp://twitter.com/tpgoebelhttp://twitter.com/ABHurethttp://twitter.com/eric_andersenhttp://twitter.com/MarkOrlanhttp://twitter.com/elizabethtraubhttp://twitter.com/LovelyLuhttp://twitter.com/elizabethtraubhttp://twitter.com/CustServGreeterhttp://twitter.com/Pat_Cluetthttp://twitter.com/JamesMSamahttp://twitter.com/ABHurethttp://twitter.com/elizabethtraubhttp://twitter.com/SJAbbotthttp://twitter.com/AlHopper_http://twitter.com/elizabethtraubhttp://twitter.com/elizabethtraubhttp://twitter.com/AlHopper_http://twitter.com/SJAbbotthttp://twitter.com/elizabethtraubhttp://twitter.com/ABHurethttp://twitter.com/JamesMSamahttp://twitter.com/Pat_Cluetthttp://twitter.com/CustServGreeterhttp://twitter.com/elizabethtraubhttp://twitter.com/LovelyLuhttp://twitter.com/elizabethtraubhttp://twitter.com/MarkOrlanhttp://twitter.com/eric_andersenhttp://twitter.com/ABHurethttp://twitter.com/tpgoebelhttp://twitter.com/VickieMacFaddenhttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/elizabethtraubhttp://twitter.com/GregOrtbachhttp://twitter.com/JamesMSamahttp://twitter.com/zacharyjeanshttp://twitter.com/elizabethtraubhttp://twitter.com/eric_andersenhttp://twitter.com/CustServGreeterhttp://twitter.com/fjmgroupnyc


15/24

2013-06-05 1:37 am AlHopper_ @tpgoebel Welcome aboard tonight! I missed you on the way in

#custserv

2013-06-05 1:37 am eric_andersen @JamesMSama A6: How about using first person to convey the

human side of things? #custserv

2013-06-05 1:38 am Pat_Cluett @GregOrtbach @CustServGreeter #custserv A5: I prefer any other

channel to this.

2013-06-05 1:38 am HollyChessman A6 Being hyper polite with wording works well in email #custserv

2013-06-05 1:38 am mike_nunes @eric_andersen hey there, Eric! Natick fellas are in the #custserv

house tonight! been learning the maps and roads of the south shore,you?

2013-06-05 1:38 am CustServGreeter +1 RT @AlHopper_: @tpgoebel Welcome aboard tonight! I missed

you on the way in #custserv

2013-06-05 1:38 am MarkOrlan @eric_andersen @zacharyjeans I have some good MBTI fodder

about Social Media usage, if you're interested, later. #custserv

2013-06-05 1:38 am AlHopper_ Happens a lot 'round here #custserv RT @tpgoebel: @AlHopper_

thanks! I was distracted...

2013-06-05 1:38 am elizabethtraub @abhuret You realize we just both posted the same answer for A6

because we are #TheLadiesonTwitter #custserv

2013-06-05 1:38 am Pat_Cluett @GregOrtbach @CustServGreeter #custserv A5: chat moves quick

so not a lot of time to process thoughts and then mistakes canhappen

2013-06-05 1:38 am ABHuret @MarshaCollier Where is our #blushingbride tonight? No such thing

as too much wine at dinner, lol! ; #custserv

2013-06-05 1:39 am elizabethtraub Yes it does. RT @hollychessman: A6 Being hyper polite with wording

works well in email #custserv

2013-06-05 1:39 am eric_andersen @mike_nunes been learning the maps and roads of Warsaw, Poland

:- Will be traveling there again next week! #custserv

2013-06-05 1:39 am MarkOrlan @SJAbbott @eric_andersen @zacharyjeans yes, very true. #custser

2013-06-05 1:39 am Pat_Cluett RT @GregOrtbach: Q6: If you use email for customer service, what


2013-06-05 1:39 am elizabethtraub SQUIRREL RT @alhopper_: Happens a lot 'round here #custserv RT@tpgoebel: @AlHopper_ thanks! I was distracted...

2013-06-05 1:39 am HollyChessman RT @elizabethtraub: A6. I always try to remember something

personal to start the conversation. #custserv

2013-06-05 1:39 am MarkOrlan What question are we on again? #custserv ...I'm lost.

2013-06-05 1:39 am AlHopper_ where? RT @elizabethtraub: SQUIRREL RT @alhopper_: Happens a

lot 'round here #custserv RT @tpgoebel: @AlHopper_ thanks! I was

distracted...

2013-06-05 1:39 am CustServGreeter @Pat_Cluett I don't think we're considering a Twitter chat\\u2026.

web chat or "live chat" @GregOrtbach #custserv\\u00a0

2013-06-05 1:40 am elizabethtraub Sweet RT @abhuret: @MarshaCollier Where is our #blushingbride

tonight? No such thing as too much wine at dinner, lol! ; #custserv2013-06-05 1:40 am ABHuret @elizabethtraub Lol! No -- didn't see that! : #TheLadiesOnTwitter

#CustServ

2013-06-05 1:40 am HollyChessman LOL! RT @elizabethtraub: SQUIRREL RT @alhopper_: Happens a

lot 'round here #custserv RT @tpgoebel: @AlHopper_ thanks! I was

distracted...

2013-06-05 1:40 am AlHopper_ finishing 6 getting set for 7 methinks RT @MarkOrlan: What question

are we on again? #custserv ...I'm lost.

2013-06-05 1:40 am eric_andersen Personal stories. RT @GregOrtbach Q6: If you use email for
http://twitter.com/AlHopper_http://twitter.com/eric_andersenhttp://twitter.com/Pat_Cluetthttp://twitter.com/HollyChessmanhttp://twitter.com/mike_nuneshttp://twitter.com/CustServGreeterhttp://twitter.com/MarkOrlanhttp://twitter.com/AlHopper_http://twitter.com/elizabethtraubhttp://twitter.com/Pat_Cluetthttp://twitter.com/ABHurethttp://twitter.com/elizabethtraubhttp://twitter.com/eric_andersenhttp://twitter.com/MarkOrlanhttp://twitter.com/Pat_Cluetthttp://twitter.com/elizabethtraubhttp://twitter.com/HollyChessmanhttp://twitter.com/MarkOrlanhttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/elizabethtraubhttp://twitter.com/ABHurethttp://twitter.com/HollyChessmanhttp://twitter.com/AlHopper_http://twitter.com/eric_andersenhttp://twitter.com/eric_andersenhttp://twitter.com/AlHopper_http://twitter.com/HollyChessmanhttp://twitter.com/ABHurethttp://twitter.com/elizabethtraubhttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/MarkOrlanhttp://twitter.com/HollyChessmanhttp://twitter.com/elizabethtraubhttp://twitter.com/Pat_Cluetthttp://twitter.com/MarkOrlanhttp://twitter.com/eric_andersenhttp://twitter.com/elizabethtraubhttp://twitter.com/ABHurethttp://twitter.com/Pat_Cluetthttp://twitter.com/elizabethtraubhttp://twitter.com/AlHopper_http://twitter.com/MarkOrlanhttp://twitter.com/CustServGreeterhttp://twitter.com/mike_nuneshttp://twitter.com/HollyChessmanhttp://twitter.com/Pat_Cluetthttp://twitter.com/eric_andersenhttp://twitter.com/AlHopper_


16/24

customer service, what seems to work to show you care? #custserv

2013-06-05 1:40 am GregOrtbach A6: I like to rely on the 3 C's... Courteous, Cordial, & Committed.

#custserv #custserv

2013-06-05 1:40 am CustServGreeter Q7: When deeper understanding is needed, how do you contact the

customer?\\u00a0#custserv\\u00a0

2013-06-05 1:40 am AlHopper_ RT @CustServGreeter: Q7: When deeper understanding is needed,

how do you contact the customer?\\u00a0#custserv\\u00a0

2013-06-05 1:40 am Toby_Metcalf A6 - Make certain the email is not a canned response - it must be

tailored to the customer #custserv2013-06-05 1:40 am MarkOrlan I think I drank too much wine at half-time. #custserv.

@custservgreeter's fault.

2013-06-05 1:40 am Pat_Cluett @GregOrtbach #custserv A6: a simple 'thank you' works wonders or

the words 'I appreciate you reaching out to me' and if issue, an

apology

2013-06-05 1:40 am Toby_Metcalf RT @GregOrtbach: A6: I like to rely on the 3 Cs... Courteous, Cordia

& Committed. #custserv #custserv

2013-06-05 1:40 am tpgoebel RT @Toby_Metcalf: A5 - Chat & twitter is scalable and documented

#custserv

2013-06-05 1:40 am mike_nunes @CustServGreeter Hi Roy! Welcome back #custserv

2013-06-05 1:40 am AlHopper_ I blame him for most things... ;0 RT @MarkOrlan: I think I drank toomuch wine at half-time. #custserv. @custservgreeter's fault.

2013-06-05 1:40 am elizabethtraub @markorlan How to respond in an email question. I was listening.

Sitting in the front of class. #custserv and drinking h20

2013-06-05 1:41 am GregOrtbach RT @CustServGreeter: Q7: When deeper understanding is needed,

how do you contact the customer?\\u00a0#custserv\\u00a0. #custser

2013-06-05 1:41 am HollyChessman Great policy! RT @GregOrtbach: A6: I like to rely on the 3 C's...

Courteous, Cordial, & Committed. #custserv #custserv

2013-06-05 1:41 am LovelyLu A7 Can't be afraid of picking up the phone when necessary.

#CustServ

2013-06-05 1:41 am MarkOrlan @AlHopper_ Al, you're just as lost as me : #custserv The tweet

stream is making me dizzy.2013-06-05 1:41 am CustServGreeter Reshponshibility akshepted, shir! RT @MarkOrlan: I think I drank too

much wine at half-time. #custserv. @custservgreeter's fault.

2013-06-05 1:41 am BH_Social A5 Chat can be an AMAZING tool for #custserv because it shows

customer the company invested in prioritizing instant assistance

2013-06-05 1:41 am ABHuret And to the problem, too MT @Toby_Metcalf: A6 - Make certain email

is not canned response - must be tailored to customer #custserv

2013-06-05 1:41 am elizabethtraub Passing you some h2o w/lime RT @markorlan: I think I drank too

much wine at half-time. #custserv. @CustServGreeter's fault.

2013-06-05 1:41 am MarkOrlan Should always be an option...yes! RT @LovelyLu: A7 Can't be afraid

of picking up the phone when necessary. #CustServ

2013-06-05 1:42 am CustServGreeter You can be afraid, but should anyway. : RT @LovelyLu: A7 Can't beafraid of picking up the phone when necessary. #CustServ

2013-06-05 1:42 am AlHopper_ A7 At the moment, refer back to voice comms eg phone until video

takes over #custserv

2013-06-05 1:42 am Toby_Metcalf Agree! RT @LovelyLu: A7 Cant be afraid of picking up the phone

when necessary. #custserv

2013-06-05 1:42 am complexified #custserv having delivered excellentvservice to my dog, now

resuming tweets :-

2013-06-05 1:42 am VickieMacFadden Usually respond in mode client contacted us, but when emails run
http://twitter.com/GregOrtbachhttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/Toby_Metcalfhttp://twitter.com/MarkOrlanhttp://twitter.com/Pat_Cluetthttp://twitter.com/Toby_Metcalfhttp://twitter.com/tpgoebelhttp://twitter.com/mike_nuneshttp://twitter.com/AlHopper_http://twitter.com/elizabethtraubhttp://twitter.com/GregOrtbachhttp://twitter.com/HollyChessmanhttp://twitter.com/LovelyLuhttp://twitter.com/MarkOrlanhttp://twitter.com/CustServGreeterhttp://twitter.com/BH_Socialhttp://twitter.com/ABHurethttp://twitter.com/elizabethtraubhttp://twitter.com/MarkOrlanhttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/Toby_Metcalfhttp://twitter.com/complexifiedhttp://twitter.com/VickieMacFaddenhttp://twitter.com/VickieMacFaddenhttp://twitter.com/complexifiedhttp://twitter.com/Toby_Metcalfhttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/MarkOrlanhttp://twitter.com/elizabethtraubhttp://twitter.com/ABHurethttp://twitter.com/BH_Socialhttp://twitter.com/CustServGreeterhttp://twitter.com/MarkOrlanhttp://twitter.com/LovelyLuhttp://twitter.com/HollyChessmanhttp://twitter.com/GregOrtbachhttp://twitter.com/elizabethtraubhttp://twitter.com/AlHopper_http://twitter.com/mike_nuneshttp://twitter.com/tpgoebelhttp://twitter.com/Toby_Metcalfhttp://twitter.com/Pat_Cluetthttp://twitter.com/MarkOrlanhttp://twitter.com/Toby_Metcalfhttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/GregOrtbach


17/24

more than 2-3 paragraphs, phone. #custserv

2013-06-05 1:42 am tpgoebel RT @AlHopper_: where? RT @elizabethtraub: SQUIRREL RT

@alhopper_: Happens a lot 'round here #custserv RT @tpgoebel:

@AlHopper_ thanks! I wa\\u2026

2013-06-05 1:42 am elizabethtraub Opportunity to make a customer for life. RT @lovelylu: A7 Can't be

afraid of picking up the phone when necessary. #CustServ

2013-06-05 1:42 am Toby_Metcalf @ABHuret agree #custserv

2013-06-05 1:42 am CustServGreeter Woof! RT @complexified: #custserv having delivered

excellentvservice to my dog, now resuming tweets :-2013-06-05 1:42 am MarkOrlan @elizabethtraub you're a bad influence, Elizabeth. #custserv

2013-06-05 1:43 am HollyChessman RT @VickieMacFadden: Usually respond in mode client contacted us

but when emails run more than 2-3 paragraphs, phone. #custserv

2013-06-05 1:43 am CustServGreeter RT @VickieMacFadden: Usually respond in mode client contacted us

but when emails run more than 2-3 paragraphs, phone. #custserv

2013-06-05 1:43 am tpgoebel #custserv is a trending topic on Twitter. Don't think I've seen that

before on the Tuesday chats...

2013-06-05 1:43 am BH_Social A6 Any assistance over email MUST explain why it was used over

assistance on the channel (FB, Tw, etc that it was rec'd #custserv

2013-06-05 1:43 am MarkOrlan Bonus! RT @tpgoebel: #custserv is a trending topic on Twitter. Don't

think I've seen that before on the Tuesday chats...2013-06-05 1:43 am eric_andersen @AlHopper_ anyone using Skype yet for customer service? A7

#custserv

2013-06-05 1:43 am AlHopper_ Agreed! @VickieMacFadden Always start there, then get permission

to move to different channel if needed #custserv

2013-06-05 1:43 am imacsweb @GregOrtbach @CustServGreeter A7: listen. Confirm. Validate.

Commit... #custserv

2013-06-05 1:43 am LovelyLu Yes! RT @CustServGreeter: You can be afraid, but should anyway. :

RT @LovelyLu: A7 Cant be afraid of the phone when necessary.

#CustServ

2013-06-05 1:43 am Pat_Cluett @CustServGreeter @GregOrtbach #custserv I find instant message

chats move fast too. And if you don't respond right away, thencustomer ? u

2013-06-05 1:43 am SJAbbott A7 If an answer needs an open ended response, and there are

variables, probably best to have direct communication. #custserv

2013-06-05 1:43 am CustServGreeter @scifrei2 Yes, thanks. (If you add the hashtag #custserv, that chat

sees your tweets

2013-06-05 1:43 am complexified #custserv A6: providing name of rep, and call/file # to start..

2013-06-05 1:44 am CustServGreeter RT @scifrei2: @CustServGreeter You can call them & make an appt.

to sit down with them. #custserv

2013-06-05 1:44 am AlHopper_ I've heard it's happening.don't have example offhand RT

@eric_andersen: @AlHopper_ anyone using Skype yet for customer

service? A7 #custserv2013-06-05 1:44 am Toby_Metcalf Sorry to dash early - have a wonderful night everyone. Cheers from

#Natick #custserv

2013-06-05 1:44 am ABHuret A7 Phone home, ET!! SO many issues (even non-#CustServ related

can be fixed with a single call vs going around in circles w/ email.

2013-06-05 1:44 am eric_andersen @MarkOrlan @tpgoebel what geography? #custserv

2013-06-05 1:44 am AlHopper_ Cheers Toby! RT @Toby_Metcalf: Sorry to dash early - have a

wonderful night everyone. Cheers from #Natick #custserv

2013-06-05 1:44 am BH_Social A7 When deeper convo needed, #custserv should come from channe
http://twitter.com/tpgoebelhttp://twitter.com/elizabethtraubhttp://twitter.com/Toby_Metcalfhttp://twitter.com/CustServGreeterhttp://twitter.com/MarkOrlanhttp://twitter.com/HollyChessmanhttp://twitter.com/CustServGreeterhttp://twitter.com/tpgoebelhttp://twitter.com/BH_Socialhttp://twitter.com/MarkOrlanhttp://twitter.com/eric_andersenhttp://twitter.com/AlHopper_http://twitter.com/imacswebhttp://twitter.com/LovelyLuhttp://twitter.com/Pat_Cluetthttp://twitter.com/SJAbbotthttp://twitter.com/CustServGreeterhttp://twitter.com/complexifiedhttp://twitter.com/CustServGreeterhttp://twitter.com/AlHopper_http://twitter.com/Toby_Metcalfhttp://twitter.com/ABHurethttp://twitter.com/eric_andersenhttp://twitter.com/AlHopper_http://twitter.com/BH_Socialhttp://twitter.com/BH_Socialhttp://twitter.com/AlHopper_http://twitter.com/eric_andersenhttp://twitter.com/ABHurethttp://twitter.com/Toby_Metcalfhttp://twitter.com/AlHopper_http://twitter.com/CustServGreeterhttp://twitter.com/complexifiedhttp://twitter.com/CustServGreeterhttp://twitter.com/SJAbbotthttp://twitter.com/Pat_Cluetthttp://twitter.com/LovelyLuhttp://twitter.com/imacswebhttp://twitter.com/AlHopper_http://twitter.com/eric_andersenhttp://twitter.com/MarkOrlanhttp://twitter.com/BH_Socialhttp://twitter.com/tpgoebelhttp://twitter.com/CustServGreeterhttp://twitter.com/HollyChessmanhttp://twitter.com/MarkOrlanhttp://twitter.com/CustServGreeterhttp://twitter.com/Toby_Metcalfhttp://twitter.com/elizabethtraubhttp://twitter.com/tpgoebel


18/24

preferred by customer. Ask what works for THEM, not whats easiest

for brand

2013-06-05 1:44 am imacsweb Happy to make #custserv for one or two questions! @GregOrtbach

@CustServGreeter @MarshaCollier @RoyAtkinson

2013-06-05 1:44 am mike_nunes A7 The most frequent way they prefer contact me. #custserv

2013-06-05 1:44 am eisconsulting We're soo late, BUT wanted to say evening to one and all, : #custserv

2013-06-05 1:45 am MarkOrlan "Courage is what it takes to stand up and speak; courage is also wha

it takes to sit down and listen." ~Winston Churchill #custserv

2013-06-05 1:45 am HollyChessman RT @ABHuret: A7 Phone home, ET!! SO many issues (evennon-#CustServ related can be fixed with a single call vs going around

in circles w/ \\u2026

2013-06-05 1:45 am scifrei2 @CustServGreeter Thanks Roy #custserv

2013-06-05 1:45 am Rob1One How to Do Retail #SocialMedia Customer Service: Case Studies

From Best Buy, M&S, Tesco, Next and Boots http://t.co/PRyKFsiu6U

#CustServ

2013-06-05 1:45 am CustServGreeter @imacsweb


19/24

communicate via text/email/whatever until a deeper discussion is

needed, then\\u2026

2013-06-05 1:46 am tpgoebel +100 MT @ABHuret: SO many issues (even non-#CustServ related

can be fixed with a single call vs going around in circles w/ email

2013-06-05 1:46 am ABHuret @AlHopper_ We trended tonight? #custserv

2013-06-05 1:46 am AlHopper_ @JamesMSama well said, sir! #custserv

2013-06-05 1:46 am elizabethtraub Uhhh ask my editor on staff and my CEO? RT @gregortbach: Q8:

Should cust. service reps have good writing skills? #custserv

#custserv2013-06-05 1:46 am CharlsFdezMarin RT @curtbuthman: @marshacollier I love you! #WillYouMarryMe


20/24

#custserv\\u00a0

2013-06-05 1:48 am GregOrtbach @elizabethtraub Good point. I'll take sincerity and authenticity over

good writing from a #custserv rep every single time.

2013-06-05 1:48 am elizabethtraub A8. My nemesis for over 20 years. I do my best, but am glad people

come behind me in typo's and grammar. #custserv

2013-06-05 1:48 am HollyChessman @tburgess57 Smiles and sweet dreams! #custserv

2013-06-05 1:48 am complexified #custserv A8: indubitably.

2013-06-05 1:48 am GregOrtbach Same time next week? RT @HollyChessman: Sorry to leave early -

really tired tonight. Enjoy the rest of #custserv !2013-06-05 1:49 am SJAbbott Ha. RT @complexified: #custserv A8: indubitably.

2013-06-05 1:49 am elizabethtraub @gregortbach Thank you, I have had my team on me for years & I

really do try. #custserv

2013-06-05 1:49 am CustServGreeter RT @GregOrtbach: Q8: Should cust. service reps have good writing

skills? #custserv #custserv

2013-06-05 1:49 am Pat_Cluett RT @GregOrtbach Q8: Should customer service reps have good

writing skills? #custserv

2013-06-05 1:49 am AlHopper_ RT @CustServGreeter: RT @GregOrtbach: Q8: Should cust. service

reps have good writing skills? #custserv #custserv

2013-06-05 1:49 am eisconsulting @ABHuret @AlHopper_ Awww man! Lol. Well at least we didn't miss

too too much! #custserv2013-06-05 1:49 am MarkOrlan A8: #custserv reps should be great active listeners. A few

spelling/grammar mistakes aren't as critical.

2013-06-05 1:49 am ABHuret @AlHopper_ @CustServGreeter We're ALL engaged to

@curtbuthman?? #CustServ

2013-06-05 1:49 am elizabethtraub @markorlan And I thank you. Clink! #custserv

2013-06-05 1:49 am imacsweb RT @Hyken: Working as a team is a big part of customer service. Th

best people & companies won\\u2019t say, \\u201cIt\\u2019s not my

department.\\u201d #custserv

2013-06-05 1:50 am AlHopper_ Dunno if @MarshaCollier will like that... RT @ABHuret: @AlHopper_

@CustServGreeter We're ALL engaged to @curtbuthman??

#CustServ2013-06-05 1:50 am MarkOrlan @tburgess57 thanks Todd. I'll catch up with you later. #custserv

2013-06-05 1:50 am JamesMSama A8: Not that they should, they MUST. I won't take a company

seriously if they don't know the difference between your and you're.

#CustServ

2013-06-05 1:50 am mike_nunes A8 writing skills should be > or = to customer RT @GregOrtbach: Q8

Should cust. service reps have good writing skills? #custserv

2013-06-05 1:50 am CustServGreeter Wouldn't that make him a custservamist? :-P RT @ABHuret:

@AlHopper_ @CustServGreeter We're ALL engaged to

@curtbuthman?? #CustServ

2013-06-05 1:50 am Pat_Cluett @eric_andersen @AlHopper_ @GregOrtbach #custserv A8:

absolutely - writing, spelling and proper grammar need to berequirement for reps

2013-06-05 1:50 am InSourcegroup Customer Service Rep II position open in #FortWorth TX. #DFW

#CustServ Apply Online Today! - http://t.co/Tf0qw5G4ol

2013-06-05 1:50 am AlHopper_ @BH_Social RT @Pat_Cluett: RT @GregOrtbach Q8: Should

customer service reps have good writing skills? #custserv

2013-06-05 1:50 am eisconsulting Cust svc reps should have good communication skills. Writing is a

part of effective communication. #custserv

2013-06-05 1:50 am MarkOrlan @elizabethtraub the pleasure is mine. You're welcome. #custserv
http://twitter.com/GregOrtbachhttp://twitter.com/elizabethtraubhttp://twitter.com/HollyChessmanhttp://twitter.com/complexifiedhttp://twitter.com/GregOrtbachhttp://twitter.com/SJAbbotthttp://twitter.com/elizabethtraubhttp://twitter.com/CustServGreeterhttp://twitter.com/Pat_Cluetthttp://twitter.com/AlHopper_http://twitter.com/eisconsultinghttp://twitter.com/MarkOrlanhttp://twitter.com/ABHurethttp://twitter.com/elizabethtraubhttp://twitter.com/imacswebhttp://twitter.com/AlHopper_http://twitter.com/MarkOrlanhttp://twitter.com/JamesMSamahttp://twitter.com/mike_nuneshttp://twitter.com/CustServGreeterhttp://twitter.com/Pat_Cluetthttp://twitter.com/InSourcegrouphttp://twitter.com/AlHopper_http://twitter.com/eisconsultinghttp://twitter.com/MarkOrlanhttp://twitter.com/MarkOrlanhttp://twitter.com/eisconsultinghttp://twitter.com/AlHopper_http://twitter.com/InSourcegrouphttp://twitter.com/Pat_Cluetthttp://twitter.com/CustServGreeterhttp://twitter.com/mike_nuneshttp://twitter.com/JamesMSamahttp://twitter.com/MarkOrlanhttp://twitter.com/AlHopper_http://twitter.com/imacswebhttp://twitter.com/elizabethtraubhttp://twitter.com/ABHurethttp://twitter.com/MarkOrlanhttp://twitter.com/eisconsultinghttp://twitter.com/AlHopper_http://twitter.com/Pat_Cluetthttp://twitter.com/CustServGreeterhttp://twitter.com/elizabethtraubhttp://twitter.com/SJAbbotthttp://twitter.com/GregOrtbachhttp://twitter.com/complexifiedhttp://twitter.com/HollyChessmanhttp://twitter.com/elizabethtraubhttp://twitter.com/GregOrtbach


21/24

2013-06-05 1:50 am ABHuret @HollyChessman @eric_andersen x1,000!! Nothing worse than

email spinning out of control. Not sure if people are lazy or ignorant.

#CustServ

2013-06-05 1:50 am CustServGreeter Ping! RT @eisconsulting: Cust svc reps should have good

communication skills. Writing is a part of effective communication.

#custserv

2013-06-05 1:51 am SJAbbott A8 Grammar should be consistent with the brand and relationship; it's

part of the culture. #custserv

2013-06-05 1:51 am AlHopper_ G'nite sir! #custserv RT @Toby_Metcalf: @AlHopper_ cheers &goodnight

2013-06-05 1:51 am zacharyjeans RT @AlHopper_: G'nite sir! #custserv RT @Toby_Metcalf:

@AlHopper_ cheers & goodnight

2013-06-05 1:51 am CustServGreeter >> RT @SJAbbott: A8 Grammar should be consistent with the brand

and relationship; it's part of the culture. #custserv

2013-06-05 1:51 am elizabethtraub @jamesmsama Your so write. #custserv

2013-06-05 1:51 am AdibaNelson Hey hey...barely made it! #custserv

2013-06-05 1:51 am MarkOrlan Alignment...good! RT @SJAbbott: A8 Grammar should be consistent

with the brand and relationship; it's part of the culture. #custserv

2013-06-05 1:51 am BH_Social A8 biggest prob #custserv depts iincur is putting best convo person in

#social. can muddy engagement by not being quality writer2013-06-05 1:51 am imacsweb @CustServGreeter A8: without question. Dissemination

http://t.co/AXrJ2t4FWl & responses are critical. Listening trumps

though... #custserv

2013-06-05 1:51 am AlHopper_ Hi and welcome! Grab a seat and hold on! RT @AdibaNelson: Hey

hey...barely made it! #custserv

2013-06-05 1:51 am SJAbbott Love it. RT @elizabethtraub: @jamesmsama Your so write. #custserv

2013-06-05 1:51 am eisconsulting Writing skills are fundamental. Proper grammar, correct spelling, etc.

are nonnegotiable. Otherwise the brand is compromised. #custserv

2013-06-05 1:52 am elizabethtraub @jamesmsama I could not resist that last tweet. It's the water and ice

making me edgy. #custserv

2013-06-05 1:52 am socksinthedisco I'm doing a driveby wave hello to #custserv2013-06-05 1:52 am scifrei2 @CustServGreeter @SJAbbott Absolutely!! #custserv

2013-06-05 1:52 am JamesMSama Thanks, now my eye is twitching. RT @elizabethtraub

@jamesmsama Your so write. #custserv

2013-06-05 1:52 am CustServGreeter @socksinthedisco Hi, Amanda! #custserv\\u00a0

2013-06-05 1:52 am AlHopper_ I can haz l33t skillz in #custserv as riter?

2013-06-05 1:52 am ABHuret @AlHopper_ @MarshaCollier @CustServGreeter @curtbuthman

Only responding in context to your last tweet ... lol! ; #CustServ

2013-06-05 1:52 am VickieMacFadden Amazed at responses I've received that my 5th grade English/spelling

teacher would have used every red pen she had! #custserv

2013-06-05 1:52 am richirvine @AnnaGConnell Chucking in the odd pic of a clogged artery would

give it more edge #smeg #freeadvice #edge #custserv2013-06-05 1:53 am BH_Social Apologize for not engaging more with ppls responses on #custserv

but playing off of @AlHopper_ 's reporting of Qs. Not disinterested!

2013-06-05 1:53 am elizabethtraub Hola Adiba never to late to weigh in on important business around

this boardroom. RT @adibanelson: Hey hey...barely made it!

#custserv

2013-06-05 1:53 am MarkOrlan You're hired! RT @AlHopper_: I can haz l33t skillz in #custserv as

riter?

2013-06-05 1:53 am AlHopper_ @ABHuret I know. Had to buzz her with it ;0 @MarshaCollier
http://twitter.com/ABHurethttp://twitter.com/CustServGreeterhttp://twitter.com/SJAbbotthttp://twitter.com/AlHopper_http://twitter.com/zacharyjeanshttp://twitter.com/CustServGreeterhttp://twitter.com/elizabethtraubhttp://twitter.com/AdibaNelsonhttp://twitter.com/MarkOrlanhttp://twitter

Documents

How Can CSRs Show understanding for Customers; Regardless of Service Channel?