Will Social and Mobile Customer Service Put An End To The Script?

#custserv
April 2, 2013
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2013-04-03 to 2013-04-03 757 Twitter search results

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70 contributors 294 retweets 166 @replies
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PDF Roy Atkinson @CustServGreeter Starts NOW: "Will social and mobile customer service put an end to the script?" #custserv" Reply Retweet Favorite Follow 10h
Russel Lolacher @RussLoL Customer Support Professionals Share Their Tips on Using #Twitter Well http://t.co/wgcfZz1Naz via @B2Community #custserv" Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter Hello wonderful #custserv people!" Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter @AlHopper_ Good evening good sir! #custserv Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter Starts NOW: "Will social and mobile customer service put an end to the script?" #custserv"
Retweeted by Holly Chessman
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Roy Atkinson @CustServGreeter @HollyChessman Welcome back, Holly! #custserv Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter Starts NOW: "Will social and mobile customer service put an end to the script?" #custserv"
Retweeted by Kate Nasser
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Louise DiCarlo @LovelyLu Good evening all. #CustServ" Reply Retweet Favorite Follow
10h
Holly Chessman @HollyChessman @CustServGreeter Thank you sir! Glad to be here! #custserv Reply Retweet Favorite Follow
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Karen Locker @KarenLocker Hi All, I made it tonight, amazingly enough #custserv" Reply Retweet Favorite Follow
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Greg Ortbach @GregOrtbach Good Tuesday evening #custserv!" Reply Retweet Favorite Follow
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Faisal Misle @fmisle Wow, time flies. Time for another great chat! #custserv" Reply Retweet Favorite Follow
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Al Hopper @AlHopper_ @CustServGreeter Howdy do, kind sir? #custserv Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter @KarenLocker Welcome, Karen! #custserv Reply Retweet Favorite Follow
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Al Hopper @AlHopper_ Good to see you, Karen! RT @KarenLocker: Hi All, I made it tonight, amazingly enough #custserv" Reply Retweet Favorite Follow
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Holly Chessman @HollyChessman @GregOrtbach Hello sir! #custserv Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter @KateNasser Hello, Kate! Welcome! #custserv Reply Retweet Favorite Follow
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Louise DiCarlo @LovelyLu @CustServGreeter Hello Handsome ;-) #CustServ Reply Retweet Favorite Follow
10h
Marsha Collier @MarshaCollier Sorry I'm late #custserv. I was breaking up a duck fight! http://t.co/rMQxiTb4I5" Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter @LovelyLu Hi there, Lu! #custserv Reply Retweet Favorite Follow
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Greg Ortbach @GregOrtbach Wonderful to see you Holly! RT @HollyChessman: @GregOrtbach Hello sir! #custserv" Reply Retweet Favorite Follow
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Al Hopper @AlHopper_ Holly, how are you? RT @CustServGreeter: @HollyChessman Welcome back, Holly! #custserv #custserv" Reply Retweet Favorite Follow
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Zachary Jeans @zacharyjeans A good #custserv evening to everyone!" Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter And to you, Greg! RT @GregOrtbach: Good Tuesday evening #custserv!" Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter @AlHopper_ Quite well, thanks you! #custserv Reply Retweet Favorite Follow
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Marsha Collier @MarshaCollier 10h @zacharyjeans @LovelyLu @CustServGreeter @GregOrtbach @HollyChessman @fmisle @AlHopper_ @GregOrtbach #custserv Howdy! Reply Retweet Favorite Follow
Roy Atkinson @CustServGreeter 10h Good - no duck fighting! :) RT @MarshaCollier: Sorry I'm late #custserv. I was breaking up a duck fight! http://t.co/ImqOFR5kVc" Reply Retweet Favorite Follow
Marsha Collier @MarshaCollier Tonight's #custserv chat will be archived with the past transcripts here http://t.co/jGitynOuNz" Reply Retweet Favorite Follow
10h
Roy Atkinson @CustServGreeter @fmisle Here we are again! Good to see you. #custserv Reply Retweet Favorite Follow
10h
Genesys @Genesyslab Delighting Your Customers [Blog Post w/ #Webinar Registration] http://t.co/Ng5SWJ0rrJ by @jmaxball #custexp #custserv"
Retweeted by StudioG
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Louise DiCarlo @LovelyLu 10h Hi Marsha & all! @marshacollier @zacharyjeans @CustServGreeter @GregOrtbach @HollyChessman @fmisle @AlHopper_ @GregOrtbach #CustServ Reply Retweet Favorite Follow
Al Hopper @AlHopper_ & 2U RT @MarshaCollier: @zacharyjeans @LovelyLu @CustServGreeter @GregOrtbach @HollyChessman @fmisle @GregOrtbach #custserv Howdy! #custserv" Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter @zacharyjeans Good evening and welcome! #custserv Reply Retweet Favorite Follow
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Zachary Jeans @zacharyjeans What song best expresses #custserv chat for you?" Reply Retweet Favorite Follow
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Holly Chessman @HollyChessman @zacharyjeans Hey howdy and hello! #custserv Reply Retweet Favorite Follow
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epiphany @eisconsulting Checking out the #custserv chat for the first time!" Reply Retweet Favorite Follow
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Marsha Collier @MarshaCollier 10h Please post links, news, deals and promotions during the LAST 5 minutes of #custserv chat. rWe strip all spam to keep pristine archives" Reply Retweet Favorite Follow
Gary May @imacsweb @MarshaCollier me too!! #custserv Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter Welcome, welcome! Great to meet you! RT @eisconsulting: Checking out the #custserv chat for the first time!" Reply Retweet Favorite Follow
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Holly Chessman @HollyChessman @MarshaCollier Hello there - so good to be here & to see you tonight! #custserv Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter @imacsweb Hi, Gary! #custserv Reply Retweet Favorite Follow
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Kate Nasser @KateNasser @eisconsulting Great to see you here! #custserv Reply Retweet Favorite Follow
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Holly Chessman @HollyChessman @AlHopper_ All is good now that we have 2 kids on antibiotics for ear infections & everyone's feeling better #custserv"
Retweeted by Al Hopper
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Greg Ortbach @GregOrtbach 10h Have you connected with #custserv on LinkedIn? @CustServGreeter has the details and will be sharing them throughout the chat." Reply Retweet Favorite Follow
Holly Chessman @HollyChessman @LovelyLu Hellooooo! :) #custserv Reply Retweet Favorite Follow
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Zahkia Marcela @zahkiasays First timer at a #custserv chat! Would love to see what's it all about! :)@MarshaCollier" Reply Retweet Favorite Follow
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Al Hopper @AlHopper_ Sorry to hear about the kids not feeling well, but glad they are better! #custserv" Reply Retweet Favorite Follow
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Marsha Collier @MarshaCollier Tonight's topic: "Will social and mobile customer service put an end to the script?" r#custserv" Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter Welcome to Casa #CustServ. :) RT @eisconsulting: @CustServGreeter Our pleasure indeed! Thanks for the warm welcome! Reply Retweet Favorite Follow
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Greg Ortbach @GregOrtbach Wow! Welcome! RT @zahkiasays: First timer at a #custserv chat! Would love to see what's it all about! :)@MarshaCollier" Reply Retweet Favorite Follow
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Marsha Collier @MarshaCollier Tonight's topic: "Will social and mobile customer service put an end to the script?" n#custserv"
Retweeted by Greg Ortbach
10h
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Shep Hyken @Hyken Hello #Custserv tweetchaters! @MarshaCollier @CustservGreeter, @GregOrtbach and everyone else! #custserv" Reply Retweet Favorite Follow
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Marsha Collier @MarshaCollier @zahkiasays Welcome to #custserv! Reply Retweet Favorite Follow
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Holly Chessman @HollyChessman @zahkiasays Welcome - it's a great & fast paced time @MarshaCollier #custserv Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter @zahkiasays Welcome! Be prepared for a fast hour of information and good fellowship! #custserv Reply Retweet Favorite Follow
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Marsha Collier @MarshaCollier Q1: As a customer, do you know when you are speaking/chatting with someone who is using a script? #custserv" Reply Retweet Favorite Follow
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Marsha Collier @MarshaCollier Tonight's topic: "Will social and mobile customer service put an end to the script?" #custserv"
Retweeted by Shep Hyken
10h
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Al Hopper @AlHopper_ Welcome here, Zahkia! RT @zahkiasays: First timer at a #custserv chat! Would love to see whats it all about! :)@MarshaCollier #custserv"
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epiphany @eisconsulting @KateNasser: @eisconsulting Great to see you here! #custserv ~ Thanks so much! Your tweet peeked our interest! Reply Retweet Favorite Follow
10h
Marsha Collier @MarshaCollier Q1: As a customer, do you know when you are speaking/chatting with someone who is using a script? #custserv"
Retweeted by Zachary Jeans
10h
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Shep Hyken @Hyken Hello #Custserv tweetchaters! @MarshaCollier @CustservGreeter, @GregOrtbach and everyone else! #custserv"
Retweeted by Gary May
10h
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David Kirlew @DavidKirlew @GregOrtbach yes I have #custserv @custservgreeter Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter @Hyken Hello, Shep! Welcome back. #custserv Reply Retweet Favorite Follow
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Louise DiCarlo @LovelyLu @zahkiasays We love #newbies! #CustServ Reply Retweet Favorite Follow
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Greg Ortbach @GregOrtbach The #custserv chat is like Daylight Savings Time. You may lose an hour but it's very enlightening!" Reply Retweet Favorite Follow
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epiphany @eisconsulting @CustServGreeter: Welcome to Casa #CustServ. :) ~ *curtsies* :) Reply Retweet Favorite Follow
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Marsha Collier @MarshaCollier Q1: As a customer, do you know when you are speaking/chatting with someone who is using a script? #custserv ."
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Holly Chessman @HollyChessman @AlHopper_ Me too! Looking forward to getting to sleep thru the night tonight - keep ur fingers crossed 4 me #custserv Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter @DavidKirlew Hi, David - glad to see you back this evening. #custserv Reply Retweet Favorite Follow
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Zachary Jeans @zacharyjeans A1: When isn't a #custserv speaking with a script!? ugh." Reply Retweet Favorite Follow
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Gary May @imacsweb @MarshaCollier A1: without question! #custserv #badpractice Reply Retweet Favorite Follow
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Christoph Trappe @CTrappe @MarshaCollier yes. #custserv Reply Retweet Favorite Follow
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elizabeth traub @elizonthego 10h RT @hyken: RT @MarshaCollier: Q1: As a customer, do you know when you are speaking/chatting with someone who is using a script? #custserv" Reply Retweet Favorite Follow
Greg Ortbach @GregOrtbach A1: When the conversation feels slightly disconnected. #Custserv" Reply Retweet Favorite Follow
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Holly Chessman @HollyChessman @Hyken Hello Shep - glad you are here! #custserv Reply Retweet Favorite Follow
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Faisal Misle @fmisle A1: Yes, without doubt. #custserv" Reply Retweet Favorite Follow
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Marsha Collier @MarshaCollier Tonight's topic: "Will social and mobile customer service put an end to the script?" r#custserv
Retweeted by Christoph Trappe
10h
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Louise DiCarlo @LovelyLu @hollychessman Hi Holly :-) #custserv Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter @CTrappe Hi, Christoph! Welcome. #custserv
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Ben Lucier @benlucier 10h No way. RT @Desk: Fact: 53% of small businesses are using social media for cust service http://t.co/hG2fGg5xmH #socbiz #custserv Reply Retweet Favorite Follow
Shep Hyken @Hyken A1: It is a shame if you can tell. The best work off of a script as a guideline, versus a word-for word script. #custserv" Reply Retweet Favorite Follow
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Al Hopper @AlHopper_ A1: I think I've gotten to the point I can tell the difference. Especially when they have to have certain probes before servicing #custserv" Reply Retweet Favorite Follow
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Kate Nasser @KateNasser 10h RT @hyken: RT @MarshaCollier: Q1: As a customer, do you know when you are speaking/chatting with someone who is using a script? #custserv" Reply Retweet Favorite Follow
Zachary Jeans @zacharyjeans A1: Scripts are for actors. #custserv" Reply Retweet Favorite Follow
10h
Retweeted by Roy Atkinson
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Marsha Collier @MarshaCollier A1: Whe my questions are "succinctly" repeated, then lots of extra, unnecessary words are part of the answer #custserv" Reply Retweet Favorite Follow
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Louise DiCarlo @LovelyLu A1 I think that no matter how skilled, you can tell when you are being given the 'script' #CustServ" Reply Retweet Favorite Follow
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Al Hopper @AlHopper_ @HollyChessman You are in my prayers for a quiet night then! #custserv Reply Retweet Favorite Follow
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Kate Nasser @KateNasser You know it's a script when the next statement or question has nothing to do w/ what you just said! LOL ... #custserv" Reply Retweet Favorite Follow
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Holly Chessman @HollyChessman A1 Yes. Yes. And Yes. #custserv" Reply Retweet Favorite Follow
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elizabeth traub @elizonthego Agree RT @hyken: A1: It is a shame if you can tell. The best work off of a script as a guideline, versus a word-for word script. #custserv" Reply Retweet Favorite Follow
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Zachary Jeans @zacharyjeans A1: Scripts are for actors. #custserv"

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Karen Locker @KarenLocker A1. generally n #custserv" Reply Retweet Favorite Follow
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Shep Hyken @Hyken A1: Typically scripts are used for outbound telemarketers. That is when it is obvious. #custserv" Reply Retweet Favorite Follow
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Greg Ortbach @GregOrtbach Kind of like jazz hands? RT @MarshaCollier: A1: ...lots of extra, unnecessary words are part of the answer #custserv" Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter Just joined? Tonight's topic: "Will social and mobile customer service put an end to the script?" #custserv" Reply Retweet Favorite Follow
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Christoph Trappe @CTrappe Not reading a script but stating the message/answer in your own words is more powerful/meaningful. @MarshaCollier #custserv Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter Just joined? Tonight's topic: "Will social and mobile customer service put an end to the script?" #custserv ."
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Marsha Collier @MarshaCollier Tonight's topic: "Will social and mobile customer service put an end to the script?" r#custserv"
Retweeted by Caroline
10h
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epiphany @eisconsulting A1 Absolutely. Typically the lack of sincerity and genuine concern is noted almost immediately. #custserv" Reply Retweet Favorite Follow
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Al Hopper @AlHopper_ A1 So what I am hearing is that you think you hear a script? #custserv" Reply Retweet Favorite Follow
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Marsha Collier @MarshaCollier Yes---> RT @KateNasser: You know it's a script when the next statement or question has nothing to do w/ what you just said! #custserv"
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elizabeth traub @elizonthego RT @marshacollier: A1: Whe my questions are "succinctly" repeated, then lots of extra, unnecessary words are part of the answer #custserv" Reply Retweet Favorite Follow
10h
Kate Nasser @KateNasser Customer service is a dialogue; scripts are a monologue. Think people! #custserv" Reply Retweet Favorite Follow
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Greg Ortbach @GregOrtbach Kind of like jazz hands? RT @MarshaCollier: A1: ...lots of extra, unnecessary words are part of the answer #custserv"
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elizabeth traub @elizonthego Let's hope RT @marshacollier: Tonight's topic: "Will social and mobile customer service put an end to the script?" n#custserv" Reply Retweet Favorite Follow
10h
Christoph Trappe @CTrappe Not reading a script but stating the message/answer in your own words is more powerful/meaningful. @MarshaCollier #custserv"
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Zachary Jeans @zacharyjeans A1: Scripts are for actors. #custserv c @hyken" Reply Retweet Favorite Follow
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Marsha Collier @MarshaCollier She's batting 1000 - RT @KateNasser: Customer service is a dialogue; scripts are a monologue. Think people! #custserv" Reply Retweet Favorite Follow
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Kate Nasser @KateNasser Pls. excuse hi vol tweets on my stream. Entering chat. #custserv" Reply Retweet Favorite Follow
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Greg Ortbach @GregOrtbach Q2: As a customer: If a rep is using a script, does it help or hinder the conversation? #custserv" Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter Yep. My script says so. RT @AlHopper_: A1 So what I am hearing is that you think you hear a script? #custserv" Reply Retweet Favorite Follow
10h
Kate Nasser @KateNasser Customer service is a dialogue; scripts are a monologue. Think people! #custserv"
Retweeted by Faisal Misle
10h
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Holly Chessman @HollyChessman @AlHopper_ Thanks so much! I need all the prayers I can get! I'm pooped! :) #custserv Reply Retweet Favorite Follow
10h
Greg Ortbach @GregOrtbach Q2: As a customer: If a rep is using a script, does it help or hinder the conversation? #custserv"
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epiphany @eisconsulting 10h @KateNasser: You know it's a script when the next statement or question has nothing to do w/ what you just said! LOL ... #custserv ~ YES! Reply Retweet Favorite Follow
Al Hopper @AlHopper_ That would be off script tho! RT @KateNasser: Customer service is a dialogue; scripts are a monologue. Think people! #custserv" Reply Retweet Favorite Follow
10h
Zahkia Marcela @zahkiasays A1: Often. Though when I had to read a script for a job, I deviated often, and it was enoucraged. #custserv" Reply Retweet Favorite Follow
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David Kirlew @DavidKirlew A1: having worked in a call center I can usually tell when someone is using a script. In most cases I think they are #custserv" Reply Retweet Favorite Follow
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Shaleen Shah @seventhman Good evening! Never too late for a nice cup of #custserv" Reply Retweet Favorite Follow
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Marsha Collier @MarshaCollier That IS true RT @CTrappe: Not reading a script but stating the message/answer in your own words is more powerful/meaningful. #custserv" Reply Retweet Favorite Follow
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Christoph Trappe @CTrappe Putting taglines/scripts/etc. in your own words helps authenticity http://t.co/oELxe2gK7Y #custserv" Reply Retweet Favorite Follow
10h
Retweeted by Marsha Collier
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Kate Nasser @KateNasser Scripts say "we matter, you don't". Loyalty killer. #custserv" Reply Retweet Favorite Follow
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Holly Chessman @HollyChessman Lol RT @AlHopper_: A1 So what I am hearing is that you think you hear a script? #custserv Reply Retweet Favorite Follow
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Shep Hyken @Hyken 10h A1: Today I had a call with AT&T It went well. I could tell he was working off of screens, but wasn't working off a script. #custserv" Reply Retweet Favorite Follow
Roy Atkinson @CustServGreeter A2: Generally for me, it's a hindrance. I have info I want to convey and generally don't like the basics. #custserv " Reply Retweet Favorite Follow
10h
Zachary Jeans @zacharyjeans A1: Scripts are for actors. #custserv c @hyken #custserv"
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Al Hopper @AlHopper_ 10h Good to hear-> RT @zahkiasays: A1: Often. Though when I had to read a script for a job, I deviated often, and it was enoucraged. #custserv" Reply Retweet Favorite Follow
epiphany @eisconsulting A1 Scripts show a greater concern for the employer vs the consumer. #custserv" Reply Retweet Favorite Follow
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Zachary Jeans @zacharyjeans A2: Scripts say: "I'm not listening." #custserv"
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elizabeth traub @elizonthego I agree. RT @katenasser: Customer service is a dialogue; scripts are a monologue. Think people! #custserv" Reply Retweet Favorite Follow
10h
Retweeted by epiphany
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Kate Nasser @KateNasser Scripts hinder conversations because the conversation is missing one mind. #custserv" Reply Retweet Favorite Follow
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Zachary Jeans @zacharyjeans A2: Scripts = "I'm not listening." #custserv" Reply Retweet Favorite Follow
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Marsha Collier @MarshaCollier 10h A2: When a CSR is using a script, I feel like my issues are not being "heard" and understood - they are being "classified" #custserv" Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter @elizonthego Hello, Elizabeth - welcome. #custserv Reply Retweet Favorite Follow
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Shep Hyken @Hyken BANG! RT @eisconsulting: A1 Scripts show a greater concern for the employer vs the consumer. #custserv" Reply Retweet Favorite Follow
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Holly Chessman @HollyChessman A2 People get tripped up when you ask something that isn't covered on the script #custserv" Reply Retweet Favorite Follow
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Alexandra Figueredo @OnAMissionAlex Lol And they're the only ones that can pull off making it sound real RT @zacharyjeans: A1: Scripts are for actors. #custserv" Reply Retweet Favorite Follow
10h
Kate Nasser @KateNasser Scripts say "we matter, you don't". Loyalty killer. #custserv"
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elizabeth traub @elizonthego I rebelled against a sales script once, and then had the highest sales volume. Hmmmm. #custserv" Reply Retweet Favorite Follow
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epiphany @eisconsulting A2 Depends on how well the script was written. Sometimes specific info is required for them to proceed. #custserv" Reply Retweet Favorite Follow
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Karen Locker @KarenLocker A2. It hinders. agents are fearful to go off script and takes longer for customer to get issue across #custserv" Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter Boom! RT @KateNasser: Scripts hinder conversations because the conversation is missing one mind. #custserv" Reply Retweet Favorite Follow
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Louise DiCarlo @LovelyLu A2 It only hinders the conversation if they are afraid to veer from the script. #CustServ" Reply Retweet Favorite Follow
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Shaleen Shah @seventhman A1: Yes - try having a small talk while the rep is reading the script.. You'll get your answer ;) #custserv" Reply Retweet Favorite Follow
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Shep Hyken @Hyken A2: Scripts get in the way of flexibility and creativity. #custserv" Reply Retweet Favorite Follow
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Al Hopper @AlHopper_ 10h A2 It hinders because I'm usually in a hurry but trying to be patient since I understand the unfortunate job requirement #custserv" Reply Retweet Favorite Follow
Marsha Collier @MarshaCollier @OnAMissionAlex: Welcome, you are right #custserv Reply Retweet Favorite Follow
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Faisal Misle @fmisle A2: I am not listening and will provide canned answers. If its not helpful, not my problem. #custserv" Reply Retweet Favorite Follow
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Gary May @imacsweb 10h @GregOrtbach A2: Hinders. Typically agents using scripts aren't listening for cues that aren't in sync w script. Waste of time #custserv Reply Retweet Favorite Follow
Roy Atkinson @CustServGreeter @seventhman Hello and welcome back! #custserv Reply Retweet Favorite Follow
10h
Zachary Jeans @zacharyjeans @OnAMissionAlex So I guess if you're hiring #custserv agents, hire in Hollywood. per "Scripts are for actors." Reply Retweet Favorite Follow
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epiphany @eisconsulting A2 The script can prolong the conversation though, esp if the CSR is more concerned about it than you. #custserv" Reply Retweet Favorite Follow
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Shep Hyken @Hyken A2: Scripts get in the way of flexibility and creativity. #custserv
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Shep Hyken @Hyken A2: Scripts get in the way of flexibility and creativity. #custserv"
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elizabeth traub @elizonthego I like to trip them up. :-) RT @hollychessman: A2 People get tripped up when you ask something that isn't covered on the script #custserv" Reply Retweet Favorite Follow
10h
Kate Nasser @KateNasser RT @Hyken: A2: Scripts get in the way of flexibility and creativity. #custserv"
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Christoph Trappe @CTrappe @MarshaCollier @imacsweb @hyken so many thoughts on "best practices". They change all the time nowadays. :) #custserv Reply Retweet Favorite Follow
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Gary May @imacsweb @fmisle Yup! #custserv Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter @OnAMissionAlex Welcome to the #custserv chat! Reply Retweet Favorite Follow
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AlexTambascio @AlexTambascio Taking a pass tonight thinking about you all serving up some primo #custserv" Reply Retweet Favorite Follow
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Marsha Collier @MarshaCollier yes RT @eisconsulting: A2 The script can prolong the conversation though, esp if the CSR is more concerned about it than you. #custserv" Reply Retweet Favorite Follow
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Greg Ortbach @GregOrtbach Welcome! RT @Vuact: Checking out the #custserv chat for the first time. Hoping to learn!" Reply Retweet Favorite Follow
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Shaleen Shah @seventhman TRUE! >> RT @Hyken: A2: Scripts get in the way of flexibility and creativity. #custserv" Reply Retweet Favorite Follow
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elizabeth traub @elizonthego @custservgreeter thank you. First time here. #custserv Reply Retweet Favorite Follow
10h
Zahkia Marcela @zahkiasays A2: Scripts hurt a personal connection, but helps with the call. I'd miss questions with out a script. But connection trumps all. #custserv" Reply Retweet Favorite Follow
10h
Kylene Beers @KyleneBeers 10h A2 Tchrs forced to use scripts find students are as (un)receptive as customer on phone listening to scripted sales calls. #custserv" Reply Retweet Favorite Follow
Kate Nasser @KateNasser If it's scripted, it's a party line speech -- not *customer service. #custserv" Reply Retweet Favorite Follow
10h
Roy Atkinson @CustServGreeter Welcome!! RT @Vuact: Checking out the #custserv chat for the first time. Hoping to learn!" Reply Retweet Favorite Follow
10h
Al Hopper @AlHopper_ Too much so, except with #social #custserv RT @MarshaCollier: @AlHopper_ You must be a very patient customer" Reply Retweet Favorite Follow
10h
Greg Ortbach @GregOrtbach @JessBayerDC I totally agree. I don't like overly scripted commercials - let alone #custserv :) Reply Retweet Favorite Follow
10h
Alexandra Figueredo @OnAMissionAlex RT @ctrappe: Putting taglines/scripts/etc. in your own words helps authenticity http://t.co/8Esmp5Al7B #custserv Reply Retweet Favorite Follow
10h
epiphany @eisconsulting A2 Script often restricts true thought process of the CSR, which is NEVER beneficial. #custserv" Reply Retweet Favorite Follow
10h
Roy Atkinson @CustServGreeter @AlexTambascio Come back when you can! #custserv Reply Retweet Favorite Follow
10h
Shaleen Shah @seventhman @CustServGreeter Thanks! Glad to be back.. missed a couple, I think. #custserv Reply Retweet Favorite Follow
10h
Bruce Waltuck @complexified Hi all... #custserv A1: absolutely know when scripted. Often lacks responsiveness to context of my comments/problem" Reply Retweet Favorite Follow
10h
elizabeth traub @elizonthego Companies need the script to see that employees are covering the bases and their back ends, so to speak. #custserv" Reply Retweet Favorite Follow
10h
Roy Atkinson @CustServGreeter @KyleneBeers Hello, Kylene! Welcome. #custserv Reply Retweet Favorite Follow
10h
David Kirlew @DavidKirlew A2: when a CSR uses a script it limits their service ability and be a true CSR. Script can be a guide though #custserv" Reply Retweet Favorite Follow
10h
Kate Nasser @KateNasser Scripts tell the customer "we don't trust our reps." So why should the customer trust them? #custserv" Reply Retweet Favorite Follow
10h
Desk.com @Desk Fact: 53% of small businesses are using social media for customer service http://t.co/1NnHNVYmj3 #socbiz #custserv"
Retweeted by Vuact
10h
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Roy Atkinson @CustServGreeter @JessBayerDC Welcome to the #custserv chat! Reply Retweet Favorite Follow
10h
Robi Ganguly @rganguly A2: Scripts transform people into robots. Why limit your biggest asset: the human connection? #custserv" Reply Retweet Favorite Follow
10h
Shep Hyken @Hyken No flexibility w/ script. RT @eisconsulting: A2 Script often restricts true thought process of the CSR, which is NEVER beneficial. #custserv" Reply Retweet Favorite Follow
10h
Holly Chessman @HollyChessman Heh! I knew I liked you before but now I like you even more :) RT @elizonthego: I like to trip them up. :-) #custserv Reply Retweet Favorite Follow
10h
Marsha Collier @MarshaCollier Q3: Does your company/organization use scripts when delivering service? #custserv" Reply Retweet Favorite Follow
10h
epiphany @eisconsulting A2 Scripts often leave consumers more frustrated. #custserv" Reply Retweet Favorite Follow
10h
Roy Atkinson @CustServGreeter Tonight's topic: "Will social and mobile customer service put an end to the script?" #custserv"
Retweeted by Bruce Waltuck
10h
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Roy Atkinson @CustServGreeter @complexified Hi, Bruce! Welcome. #custserv Reply Retweet Favorite Follow
10h
Marsha Collier @MarshaCollier Q3: Does your company/organization use scripts when delivering service? #custserv"
10h
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Ben Lucier @benlucier Fact: Statistics about social media, tweeted by companies selling social media tools, will be ridiculously inflated. #custserv" Reply Retweet Favorite Follow
10h
Marsha Collier @MarshaCollier #custserv RT @jamerz3294: @MarshaCollier Oh Hell yes! Usually within 3 words of their first sentence!" Reply Retweet Favorite Follow
10h
David Kirlew @DavidKirlew A2: when a CSR uses a script it limits their service ability and be a true CSR. Script can be a guide though #custserv"
Retweeted by Lois Martin
10h
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elizabeth traub @elizonthego 10h Not all companies encourage that. RT @seventhman: TRUE! >> RT @Hyken: A2: Scripts get in the way of flexibility and creativity. #custserv" Reply Retweet Favorite Follow
Marsha Collier @MarshaCollier Q3: Does your company/organization use scripts when delivering service? #custserv ."
10h
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Kate Nasser @KateNasser NEVER! RT @MarshaCollier: Q3: Does your company/organization use scripts when delivering service? #custserv" Reply Retweet Favorite Follow
10h
Roy Atkinson @CustServGreeter @rganguly Hello, Robi - welcome! #custserv Reply Retweet Favorite Follow
10h
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10h
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elizabeth traub @elizonthego @marshacollier A3. On delivery and shipping yes, but with finesse and personality. #custserv Reply Retweet Favorite Follow
10h
Retweeted by Robi Ganguly
10h
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Shep Hyken @Hyken Ditto! RT @KateNasser: NEVER! RT @MarshaCollier: Q3: Does your company/organization use scripts when delivering service? #custserv" Reply Retweet Favorite Follow
10h
Kate Nasser @KateNasser Scripts tell the customer "we don't trust our reps." So why should the customer trust them? #custserv"
Retweeted by Shaleen Shah
10h
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Kate Nasser @KateNasser Scripts are inefficient and costly. Customers immediately ask to "get to someone in authority." #custserv" Reply Retweet Favorite Follow
10h
Alessandra Giraldo @giraldo_ale @Desk: Fact: 53% of small businesses are using social media for customer service http://t.co/j91lLrR5Il #socbiz #custserv cc @giovanni049 Reply Retweet Favorite Follow
10h
Holly Chessman @HollyChessman A3 We use guidelines and conversation starters but not scripts #custserv" Reply Retweet Favorite Follow
10h
epiphany @eisconsulting A3 DEFINITE negative. We value our conversations w/ clients. It's irreplaceable interaction. #custserv" Reply Retweet Favorite Follow
10h
Greg Ortbach @GregOrtbach A3: Scripts no. Check-lists: absolutely. Impersonal auto-follow-up survey links? No again - just ask them. #Custserv" Reply Retweet Favorite Follow
10h
Zachary Jeans @zacharyjeans A3: No scripts, just principles & priorities. #custserv" Reply Retweet Favorite Follow
10h
David Kirlew @DavidKirlew A3: I ONLY use scripts at my company if a CSR wants a guide. Other than than that I allow them to be CSRs #custserv" Reply Retweet Favorite Follow
10h
elizabeth traub @elizonthego @hollychessman Well thanks. It's my first time here. I love this topic. #custserv Reply Retweet Favorite Follow
10h
Louise DiCarlo @LovelyLu A3 We use scripts as a starting point - not as a end all, be all. #CustServ" Reply Retweet Favorite Follow
10h
Greg Ortbach @GregOrtbach 10h Yes - important to cover the bases. RT @HollyChessman: A3 We use guidelines and conversation starters but not scripts #custserv" Reply Retweet Favorite Follow
Kate Nasser @KateNasser Scripts are inefficient and costly. Customers immediately ask to "get to someone in authority." #custserv"
Retweeted by Julie Hunt
10h
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Zahkia Marcela @zahkiasays A2: I can take a script over phone, but over #socialmedia is a BIG no no. Companies look like drones when they're all the same! #custserv" Reply Retweet Favorite Follow
10h
Bruce Waltuck @complexified 10h #custserv A2: imho, scripts impede progress in the more complex cases. Depends on customer needs, wants, expectations, options" Reply Retweet Favorite Follow
Al Hopper @AlHopper_ A3: There are limited 'guidelines' for some levels of service or departments. Many times driven by regulations #custserv" Reply Retweet Favorite Follow
10h
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Shaleen Shah @seventhman A3: I ditched the script a very long time ago.. customer experience can't be scripted. #custserv" Reply Retweet Favorite Follow
10h
Vuact @Vuact 10h So true! RT Stay engaged when interacting with the customer. At that moment, they are your most important customer. #custserv" Reply Retweet Favorite Follow
Karen Locker @KarenLocker A3. no scripts in my world, I enjoy the conversations n #custserv" Reply Retweet Favorite Follow
10h
David Tumbarello @DaveTumbarello Love it KN!! > @KateNasser: Customer service is a dialogue; scripts are a monologue. Think people! #custserv #communication"
10h
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Shep Hyken @Hyken 10h Great way to start w/ the customer. RT @HollyChessman: A3 We use guidelines and conversation starters but not scripts #custserv" Reply Retweet Favorite Follow
Greg Ortbach @GregOrtbach I agree! @imacsweb: A2: Hinders. Typically agents using scripts aren't listening for cues that aren't in sync w script. #custserv" Reply Retweet Favorite Follow
10h
epiphany @eisconsulting A3 It eliminates impromptu learning experiences and opportunities for their perspective. #custserv" Reply Retweet Favorite Follow
10h
Greg Ortbach @GregOrtbach Always good to see you! RT @seventhman: A3: I ditched the script a very long time ago.. customer experience can't be scripted. #custserv" Reply Retweet Favorite Follow
10h
Kate Nasser @KateNasser Scripts are a sidestep around great customer service training. #custserv" Reply Retweet Favorite Follow
10h
Marsha Collier @MarshaCollier #bestpractice MT @DavidKirlew: A3: I ONLY use scripts if a CSR wants a guide. Other than than that I allow them to be CSRs #custserv" Reply Retweet Favorite Follow
10h
Faisal Misle @fmisle A2: It's funny to see how reps react when you make them think outside their script and box. Think outside what they are used to. #custserv" Reply Retweet Favorite Follow
10h
Social\u273dFly @ABHuret Twitteratti: Please forgive the increased tweet volume during --> #CustServ" Reply Retweet Favorite Follow
10h
Shaleen Shah @seventhman A3: I ditched the script a very long time ago.. customer experience cant be scripted. #custserv"
10h
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Justin Scribner @justscribner Scripts get in the way of flexibility and creativity. #custserv via: @Hyken Reply Retweet Favorite Follow
10h
Roy Atkinson @CustServGreeter @DaveTumbarello Hello, David! Thanks for stopping by! #custserv Reply Retweet Favorite Follow
10h
elizabeth traub @elizonthego I rebelled against a sales script once, and then had the highest sales volume. Hmmmm. #custserv"
Retweeted by Justin Scribner
10h
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Kate Nasser @KateNasser Scripts are a sidestep around great customer service training. #custserv"
10h
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Al Hopper @AlHopper_ 10h That's what I love about being on the #social team! RT @KarenLocker: A3. no scripts in my world, I enjoy the conversations #custserv" Reply Retweet Favorite Follow
Social\u273dFly @ABHuret <Sneaking in, but I brought pizza> ; ) #custserv" Reply Retweet Favorite Follow
10h
Bruce Waltuck @complexified 10h #custserv hi all... Good to be back. Bruce Waltuck, former head of process improvement at USDOL, HHS/SAMHSA, and head of trng DRPA" Reply Retweet Favorite Follow
Holly Chessman @HollyChessman 10h Oh I hate those! They're useless and annoying. RT @GregOrtbach: A3: Impersonal auto-follow-up survey links? No - just ask them. #Custserv Reply Retweet Favorite Follow
Kylene Beers @KyleneBeers A3 Agree w/ responses that scripts = poor customer service. If bad for business why would anyone ever think good for schools? #custserv" Reply Retweet Favorite Follow
10h
Greg Ortbach @GregOrtbach @fmisle Agreed. I wonder if CSR's think all customers start to sound like they're scripted too? #custserv Reply Retweet Favorite Follow
10h
Christoph Trappe @CTrappe A3: Try not to use scripts. Just outlines of what the facts are. @MarshaCollier #custserv Reply Retweet Favorite Follow
10h
Shep Hyken @Hyken BANG! RT @eisconsulting: A1 Scripts show a greater concern for the employer vs the consumer. #custserv"
Retweeted by Justin Scribner
10h
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Redsupanova @redsupanova @MarshaCollier Unfriendly , unhelpful "service" means no sale then or ever! Money travels out the store. #custserv Reply Retweet Favorite Follow
10h
Marsha Collier @MarshaCollier @fmisle I try to do just that, parse my question as if it is NOT on the script LOL #CustServ Reply Retweet Favorite Follow
10h
Faisal Misle @fmisle @zahkiasays how can you take any kind of scripts? imho, its impersonalizes service at any level #custserv Reply Retweet Favorite Follow
10h
Zachary Jeans @zacharyjeans A3: Demanding the use of scripts denotes a lack of trust in the #custserv agent to do their job." Reply Retweet Favorite Follow
10h
Kate Nasser @KateNasser Scripts are illogical. Customer service hinges off listening not off what to say next. #custserv" Reply Retweet Favorite Follow
10h
Roy Atkinson @CustServGreeter @justscribner Hi, Justin! Thanks for stopping in! #custserv Reply Retweet Favorite Follow
10h
Gary May @imacsweb @MarshaCollier A3: hell no #custserv Reply Retweet Favorite Follow
10h
Shaleen Shah @seventhman @GregOrtbach Thanks! Good to be back #custserv Reply Retweet Favorite Follow
10h
Holly Chessman @HollyChessman @elizonthego This is a great chat - you'll love it #custserv Reply Retweet Favorite Follow
10h
Roy Atkinson @CustServGreeter Nom nom! RT @ABHuret: <Sneaking in, but I brought pizza> ; ) #custserv" Reply Retweet Favorite Follow
10h
Kate Nasser @KateNasser Scripts are a sidestep around great customer service training. #custserv"
10h
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Roy Atkinson @CustServGreeter @ABHuret Oh - and welcome! :) #custserv Reply Retweet Favorite Follow
10h
Shep Hyken @Hyken 10h Great way to start w/ the customer. RT @HollyChessman: A3 We use guidelines and conversation starters but not scripts #custserv"
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epiphany @eisconsulting A3 Dumb down the employee. Their usage doesn't teach the CSR to process information quickly or solve problems. #custserv" Reply Retweet Favorite Follow
10h
Roy Atkinson @CustServGreeter @AlexTambascio Come back when you can! #custserv
Retweeted by AlexTambascio
10h
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Bruce Waltuck @complexified #custserv A3: HHS agency and DRPA (transit/rail) used scripts, to cover fact-finding in majority of cases" Reply Retweet Favorite Follow
10h
Greg Ortbach @GregOrtbach Thank-you Mr. Spock. :D RT @KateNasser: Scripts are illogical. Customer service hinges off listening not off what to say next. #custserv" Reply Retweet Favorite Follow
10h
Marsha Collier @MarshaCollier @eisconsulting that's part of the training and developing a good CSR, right? #custserv Reply Retweet Favorite Follow
10h
Al Hopper @AlHopper_ <-- On #southbeach so I'm jealous! RT @ABHuret: <Sneaking in, but I brought pizza> ; ) #custserv" Reply Retweet Favorite Follow
10h
Roy Atkinson @CustServGreeter @redsupanova Hello and welcome! Thanks for coming by! #custserv Reply Retweet Favorite Follow
10h
Faisal Misle @fmisle @CustServGreeter @MarshaCollier @GregOrtbach really liking today's topic - kudos! #custserv Reply Retweet Favorite Follow
10h
Zachary Jeans @zacharyjeans I feel sorry for the CSR I'm engaging that's req to use a script, & angry w the management for making them do it. #custserv" Reply Retweet Favorite Follow
10h
All New Live @AllNewLive The Final Four of the IBM Smart Sixteen Big Data Challenge http://t.co/Rq4pvShJH8 #custserv" Reply Retweet Favorite Follow
10h
Shep Hyken @Hyken POW! RT @KateNasser: Scripts are illogical. Customer service hinges off listening not off what to say next. #custserv" Reply Retweet Favorite Follow
10h
Kate Nasser @KateNasser Scripts are illogical. Customer service hinges off listening not off what to say next. #custserv"
10h
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elizabeth traub @elizonthego 10h lack there of. Especially when hired out. RT @katenasser: Scripts are a sidestep around great customer service training. #custserv" Reply Retweet Favorite Follow
Shep Hyken @Hyken POW! RT @KateNasser: Scripts are illogical. Customer service hinges off listening not off what to say next. #custserv"
10h
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Roy Atkinson @CustServGreeter @MarshaCollier Hello. I am parsing your question as if it's not in the script. :) #custserv Reply Retweet Favorite Follow
10h
Marsha Collier @MarshaCollier @complexified Welcome back #custserv Reply Retweet Favorite Follow
10h
Greg Ortbach @GregOrtbach Q4: Are scripts necessary to keep reps on message and ask all the needed questions? #custserv" Reply Retweet Favorite Follow
10h
Marsha Collier @MarshaCollier @CustServGreeter funnyman #custserv Reply Retweet Favorite Follow
9h
Roy Atkinson @CustServGreeter @AlexTambascio Looking forward to it! #custserv Reply Retweet Favorite Follow
9h
Kate Nasser @KateNasser Reps have far more emotional intelligence than any script. Think people! #custserv" Reply Retweet Favorite Follow
9h
elizabeth traub @elizonthego 9h Yes! RT @hyken: POW! RT @KateNasser: Scripts are illogical. Customer service hinges off listening not off what to say next. #custserv" Reply Retweet Favorite Follow
Greg Ortbach @GregOrtbach Q4: Are scripts necessary to keep reps on message and ask all the needed questions? #custserv"
9h
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9h
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9h
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Stephen Abbott @SJAbbott Sneaking in to #custserv tonight. I'll try to catch up." Reply Retweet Favorite Follow
9h
Al Hopper @AlHopper_ My daughter just gave me awesome service: she brought me #halftime #coffee early! #custserv" Reply Retweet Favorite Follow
9h
epiphany @eisconsulting 9h @MarshaCollier: @eisconsulting that's part of the training and developing a good CSR, right? #custserv ~ Absolutely!! #nailonthehead Reply Retweet Favorite Follow
9h
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9h
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Louise DiCarlo @LovelyLu A4 Scripts aren't as necessary as training and information are..... With proficiency there isn't need of a script. #CustServ" Reply Retweet Favorite Follow
9h
9h
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Holly Chessman @HollyChessman A4 Scripts are not needed if you train your reps properly #custserv" Reply Retweet Favorite Follow
9h
Greg Ortbach @GregOrtbach A4: StarWars, "stay on target" is a good thing unless you forget to watch what's happening & crash into the trench. #custserv" Reply Retweet Favorite Follow
9h
Gary May @imacsweb @GregOrtbach A4: Depends, at best. Scripts are great for training, then throw em out! #custserv Reply Retweet Favorite Follow
9h
Kate Nasser @KateNasser A4: On message? Sounds like a political campaign to me. Customer defines the message. #custserv"
9h
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Roy Atkinson @CustServGreeter @Hyken OK--We've had a Bang, a Boom and a Pow. Holy #custserv , Batman! Reply Retweet Favorite Follow
9h
Shep Hyken @Hyken A4: Scripts can make great guidelines. A list of questions can do the same thing. #custserv" Reply Retweet Favorite Follow
9h
Social\u273dFly @ABHuret 9h Scripts = #CustServ for the lazy & cheap: When you hire people who don't understand company/prod/philosophy or can't think on their feet" Reply Retweet Favorite Follow
Holly Chessman @HollyChessman @AlHopper_ Nice #custserv Reply Retweet Favorite Follow
9h
Zahkia Marcela @zahkiasays @fmisle Almost every custserv channel I come in contact with uses them. I'd prefer personality, of course. Desensitized, I guess? #custserv Reply Retweet Favorite Follow
9h
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epiphany @eisconsulting A4 No. Effective training is necessary. If you train properly, they don't need the script. They KNOW it! #custserv" Reply Retweet Favorite Follow
9h
elizabeth traub @elizonthego My last customer problem I went "off-script" and misquoted my own shipping time. #custserv" Reply Retweet Favorite Follow
9h
Roy Atkinson @CustServGreeter 9h Was it at 8:30? :-D RT @AlHopper_: My daughter just gave me awesome service: she brought me #halftime #coffee early! #custserv" Reply Retweet Favorite Follow
Marsha Collier @MarshaCollier A4: Doesn't a really good CSR work from experience? and trust from their employer? Because they were trained? #custserv" Reply Retweet Favorite Follow
9h
Shaleen Shah @seventhman If call centers are using scripts to measure call quality... we can't do anything, right? #custserv" Reply Retweet Favorite Follow
9h
Greg Ortbach @GregOrtbach @imacsweb @Hyken I wonder if covering the base questions could be gamified in training scenarios? #custserv Reply Retweet Favorite Follow
9h
Shep Hyken @Hyken I love Batman! RT @CustServGreeter: @Hyken OK--Weve had a Bang, a Boom and a Pow. Holy #custserv , Batman! #custserv" Reply Retweet Favorite Follow
9h
Louise DiCarlo @LovelyLu A4 Scripts aren't as necessary as training and information are..... With proficiency there isn't need of a script. #CustServ"
9h
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Stephen Abbott @SJAbbott 9h A4 I've started implementing "unscripts" for all departments. Covers core message, but intended to allow for individual style. #custserv" Reply Retweet Favorite Follow
Marsha Collier @MarshaCollier @CustServGreeter Time flies #custserv Reply Retweet Favorite Follow
9h
Social\u273dFly @ABHuret A4 Scripts serve a purpose when employees aren't empowered to think creatively and resolve issues #custserv" Reply Retweet Favorite Follow
9h
Al Hopper @AlHopper_ A4 In banking & other heavily regulated industries I'd say scripts do help reps, esp new ones stay on message and hit the needs #custserv" Reply Retweet Favorite Follow
9h
Roy Atkinson @CustServGreeter @Hyken As do we all. :) #custserv Reply Retweet Favorite Follow
9h
Holly Chessman @HollyChessman A4 Guidelines are great but no customer wants to feel like they are talking to a robot #custserv" Reply Retweet Favorite Follow
9h
Louise DiCarlo @LovelyLu A4 Scripts aren't as necessary as training and information are..... With proficiency there isn't need of a script. #CustServ"
9h
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Shep Hyken @Hyken A4: Scripts can make great guidelines. A list of questions can do the same thing. #custserv"
9h
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Kate Nasser @KateNasser Don't train them from scripts. Train reps to think from compassion & critical thinking. #custserv"
9h
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Holly Chessman @HollyChessman A4 Scripts are not needed if you train your reps properly #custserv"
Retweeted by Christoph Trappe
9h
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Greg Ortbach @GregOrtbach 9h Thanks Faisal - so glad you're here! RT @fmisle: @CustServGreeter @MarshaCollier @GregOrtbach really liking today's topic - kudos! #custserv" Reply Retweet Favorite Follow
Al Hopper @AlHopper_ @CustServGreeter :0P No, it was early! #custserv Reply Retweet Favorite Follow
9h
Alexandra Figueredo @OnAMissionAlex Thanks sir!! RT @custservgreeter: @OnAMissionAlex Welcome to the #custserv chat!" Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier @SJAbbott I really like your "unscripts" idea. #custserv Reply Retweet Favorite Follow
9h
Zahkia Marcela @zahkiasays A4: Scripts aren't nowhere near necessary if the rep knows what they're doing. Customers like them more b/c they're comfortable #custserv" Reply Retweet Favorite Follow
9h
Kylene Beers @KyleneBeers 9h A4 Reps (tchrs) who know how to listen will do better than ask needed questions; they'll let customer (stdnt) do the asking. #custserv" Reply Retweet Favorite Follow
elizabeth traub @elizonthego Exactly. RT @hyken: A4: Scripts can make great guidelines. A list of questions can do the same thing. #custserv" Reply Retweet Favorite Follow
9h
Greg Ortbach @GregOrtbach Ditto. RT @MarshaCollier: @SJAbbott I really like your "unscripts" idea. #custserv" Reply Retweet Favorite Follow
9h
Zachary Jeans @zacharyjeans A4: Service skills, not scripts. #custserv" Reply Retweet Favorite Follow
9h
Kate Nasser @KateNasser Reps have far more emotional intelligence than any script. Think people! #custserv"
Retweeted by Chris Hennessy
9h
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David Kirlew @DavidKirlew A4: with proper training and knowledge reps may not need a script for messages. They can be human #custserv" Reply Retweet Favorite Follow
9h
epiphany @eisconsulting 9h A4 Thinking is necessary. Processing is necessary. Listening is necessary. Responding is necessary. Scripts? Not so much. #custserv" Reply Retweet Favorite Follow
Shep Hyken @Hyken 9h @eisconsulting Scripts in training gets people comfortable. Once in the real world lose the script and focus on the customer. #custserv Reply Retweet Favorite Follow
Social\u273dFly @ABHuret Role playing = the new script #custserv" Reply Retweet Favorite Follow
9h
Digital Roots @DigitalRootsCRM 9h Templates & key messages as guides > scripts, esp in social. Scripting leads to auto responses, which usually = #fail a3 #custserv" Reply Retweet Favorite Follow
Faisal Misle @fmisle @AlHopper_ You work for a bank, right? Can your reps act/think outside a script if needed? #custserv Reply Retweet Favorite Follow
9h
Alexandra Figueredo @OnAMissionAlex Hi thanks for having me! Stopping in for a quick chime-in today! RT @marshacollier: @OnAMissionAlex: Welcome, you are right #custserv" Reply Retweet Favorite Follow
9h
Roy Atkinson @CustServGreeter @MarshaCollier A4: Yes Yes and Yes, IMO. :) One hopes there's training and ability. #custserv Reply Retweet Favorite Follow
9h
Zachary Jeans @zacharyjeans A4: Service skills, not scripts. #custserv"

9h
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Louise DiCarlo @LovelyLu A4 More important is an FAQ, no reason why reps can't use them. #CustServ" Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier You guys are SO amazing. I love sitting here and reading your answers #custserv" Reply Retweet Favorite Follow
9h
Roy Atkinson @CustServGreeter 9h Betting on yes. RT @GregOrtbach: @imacsweb @Hyken I wonder if covering the base questions could be gamified in training scenarios? #custserv"
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Zachary Jeans @zacharyjeans A4: Service skills, not scripts. #custserv"

9h
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elizabeth traub @elizonthego Loosen up! RT @hollychessman: A4 Guidelines are great but no customer wants to feel like they are talking to a robot #custserv" Reply Retweet Favorite Follow
9h
Zahkia Marcela @zahkiasays A4: In phone sales, I knew the important parts of the script and went rogue otherwise. Worked every time. #custserv" Reply Retweet Favorite Follow
9h
Zachary Jeans @zacharyjeans A4: It comes down to 'Train & trust your employees to do their job' #custserv" Reply Retweet Favorite Follow
9h
Shep Hyken @Hyken Here's a script for managers: Hire right, train well, reinforce what people did right. That's the script you need! #custserv" Reply Retweet Favorite Follow
9h
Kate Nasser @KateNasser Interesting project last year .. I trained the scripts out of hundreds of reps! #custserv" Reply Retweet Favorite Follow
9h
Al Hopper @AlHopper_ @fmisle Yes, we are empowered to get the right service done w/o scripts, but there are some items that have to be said/checked #custserv Reply Retweet Favorite Follow
9h
Holly Chessman @HollyChessman Gr8 answer RT @Hyken: @eisconsulting Scripts in training getsn people comfortable. In real world lose script & focus on customer. #custserv Reply Retweet Favorite Follow
9h
Alexandra Figueredo @OnAMissionAlex Gr8 strategy! lol RT @zacharyjeans: So I guess if you're hiring #custserv agents, hire in Hollywood. per "Scripts are for actors."" Reply Retweet Favorite Follow
9h
epiphany @eisconsulting @Hyken Precisely! Scripts to train is one thing. Scripts to execute is something completely different. #custserv Reply Retweet Favorite Follow
9h
Stephen Abbott @SJAbbott 9h @GregOrtbach @MarshaCollier A4 People want to know what to say, but complain it doesn't sound authentic. Unscripts close the gap. #custserv Reply Retweet Favorite Follow
Roy Atkinson @CustServGreeter Hooray! RT @KateNasser: Interesting project last year .. I trained the scripts out of hundreds of reps! #custserv" Reply Retweet Favorite Follow
9h
Kate Nasser @KateNasser Scripts are illogical. Customer service hinges off listening not off what to say next. #custserv"
Retweeted by Hazel M Walker
9h
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Shep Hyken @Hyken Heres a script for managers: Hire right, train well, reinforce what people did right. Thats the script you need! #custserv"
9h
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Marsha Collier @MarshaCollier Q5: Can scripts be used in social customer service? If yes, will customers know? r#custserv" Reply Retweet Favorite Follow
9h
Roy Atkinson @CustServGreeter @SJAbbott Hi, Stehen! Welcome back. #custserv Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier Q5: Can scripts be used in social customer service? If yes, will customers know? n#custserv ."
9h
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Kylene Beers @KyleneBeers A4 The rep who is following the script is not following the customer. #custserv" Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier Q5: Can scripts be used in social customer service? If yes, will customers know? n#custserv"
9h
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epiphany @eisconsulting @Hyken Precisely! Scripts to train is one thing. Scripts to execute is something completely different. #custserv"
9h
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Kate Nasser @KateNasser Don't train them from scripts. Train reps to think from compassion & critical thinking. #custserv"
Retweeted by Raija Danielle
9h
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Marsha Collier @MarshaCollier You guys are SO amazing. I love sitting here and reading your answers #custserv"
9h
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Greg Ortbach @GregOrtbach A5: Yes - a Tweet lasts forever. :D #Custserv" Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier Nicely put--> RT @KyleneBeers: A4 The rep who is following the script is not following the customer. #custserv" Reply Retweet Favorite Follow
9h
Zachary Jeans @zacharyjeans Hire passionate people for your social #custserv; no one likes a Twitter-bot." Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier Q5: Can scripts be used in social customer service? If yes, will customers know? #custserv"
9h
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Marsha Collier @MarshaCollier Q5: Can scripts be used in social customer service? If yes, will customers know? r#custserv"
9h
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Faisal Misle @fmisle @MarshaCollier Twitter is too short to be using scripts. - Humanize your answer and your customer will appreciate it #custserv Reply Retweet Favorite Follow
9h
Zahkia Marcela @zahkiasays @DigitalRootsCRM Hey, my company is here tweeting about #custserv too! Awesome! Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier Q5: Can scripts be used in social customer service? If yes, will customers know? <No. How ridiculous!! #custserv
9h
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Shep Hyken @Hyken Here's a script for managers: Hire right, train well, reinforce what people did right. That's the script you need! #custserv"
Retweeted by Nakeva Corothers
9h
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Kylene Beers @KyleneBeers A4 The rep who is following the script is not following the customer. #custserv"
9h
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Stephen Abbott @SJAbbott Hi Roy. Glad to make it tonight. RT @CustServGreeter: @SJAbbott Hi, Stehen! Welcome back. #custserv " Reply Retweet Favorite Follow
9h
elizabeth traub @elizonthego Yes, and no RT @marshacollier: Q5: Can scripts be used in social customer service? If yes, will customers know? n#custserv Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier Q5: Can scripts be used in social customer service? If yes, will customers know? #custserv"
9h
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Shep Hyken @Hyken I like! RT @MarshaCollier: Nicely put--> RT @KyleneBeers: A4 The rep who is following the script is not following the customer. #custserv" Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier Q5: Can scripts be used in social customer service? If yes, will customers know? r#custserv"
9h
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Marsha Collier @MarshaCollier Very fast too RT @fmisle: Twitter is too short to be using scripts. - Humanize your answer and your customer will appreciate it #custserv" Reply Retweet Favorite Follow
9h
Roy Atkinson @CustServGreeter @SJAbbott I mistyped your name! Stephen. There. :) #custserv Reply Retweet Favorite Follow
9h
Al Hopper @AlHopper_ My daughter just gave me awesome service: she brought me #halftime #coffee early! #custserv"
Retweeted by coffee lovers
9h
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Marsha Collier @MarshaCollier Nicely put--> RT @KyleneBeers: A4 The rep who is following the script is not following the customer. #custserv"
Retweeted by Paolo Pugni
9h
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Holly Chessman @HollyChessman A5 I've seen it 4 larger orgs - when u look at the Twitter feed the same responses r repeated over & over (& over) #custserv" Reply Retweet Favorite Follow
9h
Kate Nasser @KateNasser Great service is rooted in customer care; not in protecting a brand via a script. #custserv" Reply Retweet Favorite Follow
9h
Brenda Le @Le_Brenda Yes & yes RT @MarshaCollier Q5: Can scripts be used in social customer service? If yes, will customers know? #custserv Reply Retweet Favorite Follow
9h
Zahkia Marcela @zahkiasays Q5: Absolutely not. Customers know every time. The script becomes the brand voice. Blegh. #custserv" Reply Retweet Favorite Follow
9h
Gary May @imacsweb @MarshaCollier A5: depends, if the "script" is questions only, sure. Drive social to.offline anyway... #custserv Reply Retweet Favorite Follow
9h
Bruce Waltuck @complexified @MarshaCollier thanks :) #custserv Reply Retweet Favorite Follow
9h
Al Hopper @AlHopper_ A5: I don't support scripts in social. It bugs me when I see too many of my replies look the same. Not the right channel 4 that #custserv" Reply Retweet Favorite Follow
9h
Roy Atkinson @CustServGreeter @HollyChessman I was thinking that too. Much of the Twitter work is highly repetitive. #custserv Reply Retweet Favorite Follow
9h
Social\u273dFly @ABHuret 9h A5 Anecdotally, I find some of the BEST #CustServ is coming from #SoMe teams. They are accountable and have ability to cross silos" Reply Retweet Favorite Follow
Shaleen Shah @seventhman On Q5 I'd like to see a real example of someone using scripts in social media.. that would be too hilarious #custserv" Reply Retweet Favorite Follow
9h
Shep Hyken @Hyken Here's a script for managers: Hire right, train well, reinforce what people did right. That's the script you need! #custserv"
Retweeted by Maria Rocio Molero
9h
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Louise DiCarlo @LovelyLu A5 If you are throwing out a macro, customers know you can't type that fast! #CustServ" Reply Retweet Favorite Follow
9h
Faisal Misle @fmisle @MarshaCollier Twitter is too short to be using scripts. - Humanize your answer and your customer will appreciate it #custserv
Retweeted by Brenda Le
9h
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Nakeva Corothers @nakeva .@MarshaCollier Scripts to respond to social customer is bypassing the human factor. In today's savvy world, not a good idea. Q5 #custserv Reply Retweet Favorite Follow
9h
Roy Atkinson @CustServGreeter @ABHuret And #SoMe teams likely have the power to get things done, too. #custserv
9h
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Greg Ortbach @GregOrtbach A5: @AlHopper_ Yes. You don't want to become the "Your tweet is important to us" brand. #custserv Reply Retweet Favorite Follow
9h
Zachary Jeans @zacharyjeans Bots are not S.O.C.I.A.L #custserv http://t.co/bL5OTcvB1v" Reply Retweet Favorite Follow
9h
epiphany @eisconsulting A5 Customers like to be treated as individuals, not numbers. Scripts make that difficult. #custserv" Reply Retweet Favorite Follow
9h
Ethan Francis @jEthanFrancis RT @genesyslab: Four Use Cases for Virtual Customer Service Part Three [Blog Post] http://t.co/Uj85vMbwN3 by @stefancaptijn #custserv..." Reply Retweet Favorite Follow
9h
elizabeth traub @elizonthego I agree, teach to brands next RT @katenasser: Great service is rooted in customer care; not in protecting a brand via a script. #custserv" Reply Retweet Favorite Follow
9h
Roy Atkinson @CustServGreeter HALFTIME!!! Please hoist your favorite beverage! #Zappos #custserv" Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier I would think it worthwhile to have a copy/paste notepad for repetitive phrases to add into tweets #custserv" Reply Retweet Favorite Follow
9h
Mark Popp @SellByBuild @KateNasser: Great service is rooted in customer care; not in protecting a brand via a script. #custserv Reply Retweet Favorite Follow
9h
Roy Atkinson @CustServGreeter @nakeva Hi, Nakeva! Welcome. #custserv Reply Retweet Favorite Follow
9h
Shep Hyken @Hyken A5: Easy to spot scripts on social, especially if customer calls for the same problem a 2nd time. Individualize answers. #custserv" Reply Retweet Favorite Follow
9h
Shaleen Shah @seventhman On Q5 I'd like to see a real example of someone using scripts in social media.. that would be too hilarious #custserv"
9h
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Zachary Jeans @zacharyjeans Bots are not S.O.C.I.A.L #custserv http://t.co/xHLJ9qlzcv"

9h
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Marsha Collier @MarshaCollier #Zappos Sip sip sip RT @CustServGreeter: HALFTIME!!! Please hoist your favorite beverage! #Zappos #custserv" Reply Retweet Favorite Follow
9h
Al Hopper @AlHopper_ I had a run in w/ a social team recently that assumed they asked me for something because it was part of a script, but they didn't #custserv" Reply Retweet Favorite Follow
9h
Bruce Waltuck @complexified #custserv A5: rather than scripts, teach a core values sense-making and decision/action filter. Cover it all in context" Reply Retweet Favorite Follow
9h
Roy Atkinson @CustServGreeter HALFTIME!!! Please hoist your favorite beverage! #Zappos #custserv"
9h
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Gary May @imacsweb @GregOrtbach @Hyken @RoyAtkinson Just maybe... #custserv Reply Retweet Favorite Follow
9h
epiphany @eisconsulting A5 Scripts remove the compassion and transparency from the CSR's responsibility. Not healthy... #custserv" Reply Retweet Favorite Follow
9h
Faisal Misle @fmisle Apologies twitter for the tweet volume - chat in progress... #custserv" Reply Retweet Favorite Follow
9h
Digital Roots @DigitalRootsCRM 9h So true! #SoMe & Social #CustCare "@ABHuret: A5 some of BEST #CustServ coming from #SoMe teams. They're accountable & able to cross silos" Reply Retweet Favorite Follow
Marsha Collier @MarshaCollier THIS---> RT @Hyken: A5: Easy to spot scripts on social, especially if customer calls for the same problem a 2nd time #custserv" Reply Retweet Favorite Follow
9h
Al Hopper @AlHopper_ 9h #coffee, oh, wait, i said that already! RT @CustServGreeter: HALFTIME!!! Please hoist your favorite beverage! #Zappos #custserv" Reply Retweet Favorite Follow
Greg Ortbach @GregOrtbach It's the #custserv half-time show - I kid you not!"
9h
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Social\u273dFly @ABHuret A5 Think about it ... when an issue crosses the radar of SoMe team and they call YOUR area, #ITGETSDONE #custserv" Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier @ABHuret Spot on as usual, lady! #custserv Reply Retweet Favorite Follow
9h
Stephen Abbott @SJAbbott 9h @KateNasser I agree, but also say that great service is creating an experience, not just care. Not a script, but purposeful. #custserv Reply Retweet Favorite Follow
Marsha Collier @MarshaCollier Well put RT @eisconsulting: A5 Scripts remove the compassion and transparency from the CSR's responsibility. Not healthy... #custserv" Reply Retweet Favorite Follow
9h
Alexandra Figueredo @OnAMissionAlex A4: Scripts help staff keep consistent #message & #branding...although they must be trained to listen, engage & respond to needs #custserv" Reply Retweet Favorite Follow
9h
Kate Nasser @KateNasser Sincerity and authenticity build bonds of success; scripts are dehumanizing. #custserv" Reply Retweet Favorite Follow
9h
Al Hopper @AlHopper_ @GregOrtbach Yep! That bothers me to no end. I don't like it at all. #custserv Reply Retweet Favorite Follow
9h
Holly Chessman @HollyChessman @GregOrtbach Tea time! #custserv Reply Retweet Favorite Follow
9h
Kate Nasser @KateNasser @SJAbbott Care creates a great experience. It's not just procedures. #custserv Reply Retweet Favorite Follow
9h
Greg Ortbach @GregOrtbach S.C.R.I.P.T.: Show Customers Respect Implement Proper Training! #custserv" Reply Retweet Favorite Follow
9h
Kate Nasser @KateNasser Sincerity and authenticity build bonds of success; scripts are dehumanizing. #custserv"
9h
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Roy Atkinson @CustServGreeter Almost got my golf clubs! :) RT @HollyChessman: @GregOrtbach Tea time! #custserv" Reply Retweet Favorite Follow
9h
Digital Roots @DigitalRootsCRM 9h Authenticity is key in + #CustExp "@zahkiasays: Q5 Absolutely not. Customers know every time. Script becomes brand voice. Blegh. #custserv" Reply Retweet Favorite Follow
Social\u273dFly @ABHuret A5 "Visibility" of SoMe to C Suite execs & as "face" of co, gives issues higher priority. (Shouldn't be that way, but is) #custserv" Reply Retweet Favorite Follow
9h
Greg Ortbach @GregOrtbach S.C.R.I.P.T.: Show Customers Respect Implement Proper Training! #custserv"
9h
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Roy Atkinson @CustServGreeter Baddabing! RT @GregOrtbach: S.C.R.I.P.T.: Show Customers Respect Implement Proper Training! #custserv" Reply Retweet Favorite Follow
9h
9h
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Marsha Collier @MarshaCollier She's batting 1000 - RT @KateNasser: Customer service is a dialogue; scripts are a monologue. Think people! #custserv"
Retweeted by Sinta Tampubolon
9h
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Shep Hyken @Hyken YEAH! RT @GregOrtbach: S.C.R.I.P.T.: Show Customers Respect Implement Proper Training! #custserv" Reply Retweet Favorite Follow
9h
Social\u273dFly @ABHuret @MarshaCollier Flattered, MC! #CustServ Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier Monogram this for me please? RT @GregOrtbach: S.C.R.I.P.T.: Show Customers Respect Implement Proper Training! #custserv" Reply Retweet Favorite Follow
9h
Bruce Waltuck @complexified Xxx vitamin water here.. RT @CustServGreeter: HALFTIME!!! Please hoist your favorite beverage! #custserv" Reply Retweet Favorite Follow
9h
Retweeted by Michael J Nunes
9h
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Social\u273dFly @ABHuret On a roll!! --> RT @KateNasser: Sincerity and authenticity build bonds of success; scripts are dehumanizing. #custserv" Reply Retweet Favorite Follow
9h
Stephen Abbott @SJAbbott @KateNasser I believe a great experience embraces great care. But I think we're debating the same point > Engage the customer. #custserv Reply Retweet Favorite Follow
9h
Holly Chessman @HollyChessman lol RT @CustServGreeter: Almost got my golf clubs! :) RT @HollyChessman: @GregOrtbach Tea time! #custserv Reply Retweet Favorite Follow
9h
Faisal Misle @fmisle @simplify has demonstrated that a bank can do friendly, personal support via twitter. And not sound like like a bank, but a friend #custserv Reply Retweet Favorite Follow
9h
Louise DiCarlo @LovelyLu Seltzer - cheers! RT @CustServGreeter: HALFTIME!!! Please hoist your favorite beverage! #CustServ" Reply Retweet Favorite Follow
9h
Greg Ortbach @GregOrtbach 9h Thanks for the RT's folks - product will be shipping tomorrow! :D #custserv @MarshaCollier @Hyken @seventhman @CustServGreeter" Reply Retweet Favorite Follow
Vala Afshar @ValaAfshar Straight roads do not make great drivers. Conversations that connect have zigs and zags. #custserv" Reply Retweet Favorite Follow
9h
Greg Ortbach @GregOrtbach 6: Does the growth of mobility challenge the use of standard language and procedures? #custserv" Reply Retweet Favorite Follow
9h
Al Hopper @AlHopper_ @fmisle I'm hurt you didn't mention my team! ;0) #custserv Reply Retweet Favorite Follow
9h
Vala Afshar @ValaAfshar Straight roads do not make great drivers. Conversations that connect have zigs and zags. #custserv"
9h
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Greg Ortbach @GregOrtbach 6: Does the growth of mobility challenge the use of standard language and procedures? #custserv"
9h
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Greg Ortbach @GregOrtbach Q6: Does the growth of mobility challenge the use of standard language and procedures? #custserv"
9h
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9h
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Roy Atkinson @CustServGreeter RT @GregOrtbach: Q6: Does the growth of mobility challenge the use of standard language and procedures? #custserv"
9h
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9h
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Al Hopper @AlHopper_ 9h What about fav's? We don't count? :0( MT @GregOrtbach: Thanks for the RTs folks - product will be shipping tomorrow! :D #custserv" Reply Retweet Favorite Follow
Shep Hyken @Hyken 9h Very Zen like! RT @ValaAfshar: Straight roads do not make great drivers. Conversations that connect have zigs and zags. #custserv" Reply Retweet Favorite Follow
Roy Atkinson @CustServGreeter RT @GregOrtbach: Q6: Does the growth of mobility challenge the use of standard language and procedures? #custserv"
9h
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Shep Hyken @Hyken YEAH! RT @GregOrtbach: S.C.R.I.P.T.: Show Customers Respect Implement Proper Training! #custserv"
9h
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Roy Atkinson @CustServGreeter A6: I believe so. It's got to be short and easy. Less typing is good. And less talking in public. #custserv " Reply Retweet Favorite Follow
9h
Social\u273dFly @ABHuret That said, not all SoMe is created =. If tweet or FB reply is 'canned' response, you're getting dragged down rabbit hole. #custserv" Reply Retweet Favorite Follow
9h
epiphany @eisconsulting A6 It shouldn't. It should enhance and strengthen. Maturity and adaptability are necessary for growth. #custserv" Reply Retweet Favorite Follow
9h
Shep Hyken @Hyken A6: Mobile will challenge it all. As will the next technology. #custserv" Reply Retweet Favorite Follow
9h
Vala Afshar @ValaAfshar The biggest future challenge for customer service will be mobile video chats - must have trained frontline. #custserv" Reply Retweet Favorite Follow
9h
Zachary Jeans @zacharyjeans A6: Twitter is a hyper-constrained publishing form factor~ It's an artform. #custserv" Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier @Hyken You kidding? @ValaAfshar is the king of Zen #custserv ... @KateNasser is up there too! Reply Retweet Favorite Follow
9h
Matthew E. Weilert @systhink .@KateNasser #custserv scripts help the novice gain a foothold. #bizint requires intelligent leadership. Use wisely, not widely! Reply Retweet Favorite Follow
9h
Roy Atkinson @CustServGreeter A6: I believe so. It's got to be short and easy. Less typing is good. And less talking in public. #custserv
9h
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David Kirlew @DavidKirlew A6: the use mobility does provide some challenges especially with social media but reps can be prepared with training #custserv" Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier She's batting 1000 - RT @KateNasser: Customer service is a dialogue; scripts are a monologue. Think people! #custserv"
Retweeted by Chris Gonyea
9h
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Shep Hyken @Hyken YEAH! RT @GregOrtbach: S.C.R.I.P.T.: Show Customers Respect Implement Proper Training! #custserv"
Retweeted by Joseph Farrell
9h
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Al Hopper @AlHopper_ @fmisle I love hearing you don't need @AskCiti but we are there if you do. #custserv Reply Retweet Favorite Follow
9h
Zahkia Marcela @zahkiasays A6: Language and procedures should evolve the same way customer care does. #custserv" Reply Retweet Favorite Follow
9h
epiphany @eisconsulting A6 Clarity and efficiency is key. Say it. Mean it. Make sure they understand it. #custserv"
9h
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Pat Cluett @Pat_Cluett @HollyChessman @GregOrtbach #custserv I'm making mine now and joining late Reply Retweet Favorite Follow
9h
epiphany @eisconsulting A6 Clarity and efficiency is key. Say it. Mean it. Make sure they understand it. #custserv"
9h
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Vala Afshar @ValaAfshar @MarshaCollier @Hyken so very kind of you to say... and for the record, @KateNasser is brilliant. #custserv Reply Retweet Favorite Follow
9h
Shep Hyken @Hyken AGREE! RT @MarshaCollier: @Hyken You kidding? @ValaAfshar is the king of Zen #custserv ... @KateNasser is up there too! #custserv" Reply Retweet Favorite Follow
9h
Bruce Waltuck @complexified #custserv A5: rather than scripts, teach a core values sense-making and decision/action filter. Cover it all in context"
Retweeted by Matthew E. Weilert
9h
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Greg Ortbach @GregOrtbach Great to see you Pat! RT @Pat_Cluett: @HollyChessman @GregOrtbach #custserv I'm making mine now and joining late" Reply Retweet Favorite Follow
9h
Shep Hyken @Hyken Simple and direct! RT @eisconsulting: A6 Clarity and efficiency is key. Say it. Mean it. Make sure they understand it. #custserv" Reply Retweet Favorite Follow
9h
Kylene Beers @KyleneBeers A6: Customer service can't really happen in 140 characters. Customer connection can. #custserv" Reply Retweet Favorite Follow
9h
Social\u273dFly @ABHuret 9h A6 Similar to texting vs calling/emailing a friend. Short & sweet is okay to acknowledge and arrange more formal convo #custserv" Reply Retweet Favorite Follow
Shaleen Shah @seventhman A6 Standards language and procedures in a dynamic digital world? That's a real challenge. #custserv" Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier I would think it worthwhile to have a copy/paste notepad for repetitive phrases to add into tweets #custserv"
Retweeted by Kimberly S. Brusk
9h
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Roy Atkinson @CustServGreeter @systhink Hi, Matthew! Thank for stopping in! #custserv Reply Retweet Favorite Follow
9h
Retweeted by Meg
9h
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Greg Ortbach @GregOrtbach A6: Context is always a challenge. #custserv" Reply Retweet Favorite Follow
9h
Shep Hyken @Hyken 9h Birds of a feather flock together! RT @ValaAfshar: @MarshaCollier @Hyken And for the record, @KateNasser is brilliant. #custserv" Reply Retweet Favorite Follow
Kate Nasser @KateNasser Mobile means in the moment. It means understand the truth & work with it. Not scripts. #custserv" Reply Retweet Favorite Follow
9h
Retweeted by Matthew E. Weilert
9h
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Vuact @Vuact A6 It shouldn't- done right #custserv will adapt to the way the customer is communicating @GregOrtbach #custserv" Reply Retweet Favorite Follow
9h
Roy Atkinson @CustServGreeter @DaveTumbarello You are welcome any time! #custserv Reply Retweet Favorite Follow
9h
Social\u273dFly @ABHuret 9h ie walk the walk in stillettos MT @eisconsulting: A6 Clarity & efficiency is key. Say it. Mean it. Make sure they understand it. #custserv" Reply Retweet Favorite Follow
epiphany @eisconsulting 9h @KateNasser: Mobile means in the moment. It means understand the truth & work with it. Not scripts. #custserv ~ Well said Reply Retweet Favorite Follow
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Kate Nasser @KateNasser Mobile means in the moment. It means understand the truth & work with it. Not scripts. #custserv"
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Zachary Jeans @zacharyjeans I conducted an hour long consultation in Twitter DM on Friday. We loved the concise format w/ a written record. #custserv" Reply Retweet Favorite Follow
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Shep Hyken @Hyken Simple and direct! RT @eisconsulting: A6 Clarity and efficiency is key. Say it. Mean it. Make sure they understand it. #custserv"
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Al Hopper @AlHopper_ BOOM! RT @Vuact: A6 It shouldnt- done right #custserv will adapt to the way the customer is communicating @GregOrtbach #custserv" Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter @zacharyjeans Way cool. #custserv Reply Retweet Favorite Follow
9h
Kate Nasser @KateNasser Mobile means in the moment. It means understand the truth & work with it. Not scripts. #custserv"
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9h
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Matthew E. Weilert @systhink @MarshaCollier Q5 Y & Y. Still should be used as newbies gain their street smarts, wings, whichever #custserv term org uses. Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier @zacharyjeans Skype works very well too! #custserv Reply Retweet Favorite Follow
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Kylene Beers @KyleneBeers A6: Customer service can't really happen in 140 characters. Customer connection can. #custserv"
Retweeted by Kate Roberts
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Shep Hyken @Hyken A6: Mobile will challenge it all. As will the next technology. #custserv"
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Marsha Collier @MarshaCollier @zacharyjeans Skype works very well too! #custserv
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Pat Cluett @Pat_Cluett 9h @MarshaCollier #custserv A5: scripting works if it provides answers to commonly asked questions otherwise may come across as not genuine Reply Retweet Favorite Follow
Vala Afshar @ValaAfshar A truly connected company is able to go where the conversation is: mobile and social is DNA of future service. #custserv" Reply Retweet Favorite Follow
9h
Vala Afshar @ValaAfshar A truly connected company is able to go where the conversation is: mobile and social is DNA of future service. #custserv"
9h
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Robi Ganguly @rganguly @KateNasser Mobile also means personal and ever-present. Our mobile interactions and identity are intertwined. #custserv Reply Retweet Favorite Follow
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Al Hopper @AlHopper_ @zacharyjeans When done right, DM convos can be great and very useful. When done right! #custserv Reply Retweet Favorite Follow
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Marsha Collier @MarshaCollier 9h #custserv RT @giasison: @Hyken @valaafshar @marshacollier @katenasser Hats off! Down to earth and humble too just how mentors should be!" Reply Retweet Favorite Follow
Roy Atkinson @CustServGreeter Yes - immediate and optional video component. RT @MarshaCollier: @zacharyjeans Skype works very well too! #custserv" Reply Retweet Favorite Follow
9h
Greg Ortbach @GregOrtbach 9h +1 RT @CustServGreeter: Yes - immediate and optional video component. RT @MarshaCollier: @zacharyjeans Skype works very well too! #custserv" Reply Retweet Favorite Follow
Al Hopper @AlHopper_ @zacharyjeans When done right, DM convos can be great and very useful. When done right! #custserv"
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Holly Chessman @HollyChessman +1 RT @ValaAfshar: A truly connected company is able to go where the conversation is: mobile and social is DNA of future service. #custserv Reply Retweet Favorite Follow
9h
Zachary Jeans @zacharyjeans Businesss is conducted where people are. Go to them. #CustServ" Reply Retweet Favorite Follow
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Kate Nasser @KateNasser @rganguly Definitely personal and interactive! #custserv Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter RT @AlHopper_: @zacharyjeans When done right, DM convos can be great and very useful. When done right! #custserv"
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Vala Afshar @ValaAfshar The biggest future challenge for customer service will be mobile video chats - must have trained frontline. #custserv"
Retweeted by Mindy Mizell
9h
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Al Hopper @AlHopper_ @zacharyjeans When done right, DM convos can be great and very useful. When done right! #custserv
9h
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Marsha Collier @MarshaCollier Q7: Are you as a customer challenged by using customer service methods on mobile? #custserv" Reply Retweet Favorite Follow
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Marsha Collier @MarshaCollier Q7: Are you as a customer challenged by using customer service methods on mobile? #custserv"
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Roy Atkinson @CustServGreeter RT @MarshaCollier: Q7: Are you as a customer challenged by using customer service methods on mobile? #custserv"
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Pat Cluett @Pat_Cluett 9h @GregOrtbach @MarshaCollier #custserv A4: depends on the message and whether or not training takes place to allow questions w/o script Reply Retweet Favorite Follow
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Social\u273dFly @ABHuret This! MT @ValaAfshar: A truly connected company is able to go where conversation is: mobile & social is DNA of future service. #custserv" Reply Retweet Favorite Follow
9h
Faisal Misle @fmisle @CustServGreeter Not many companies provide support via skype though, that I have seen... #custserv Reply Retweet Favorite Follow
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Louise DiCarlo @LovelyLu A6 The growth of mobile just adds more ground. You just need to adapt. #CustServ" Reply Retweet Favorite Follow
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Kate Nasser @KateNasser Mobile is kool yet the video technology is still developing. I'm now wowed yet. #custserv" Reply Retweet Favorite Follow
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Marsha Collier @MarshaCollier 9h A7: No, I tweeted @AmericanAir this morning with a minor issue while booking tix on my mobile. they responded & helped #custserv" Reply Retweet Favorite Follow
Retweeted by Samantha Lezama
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Zachary Jeans @zacharyjeans Businesss is conducted where people are. Go to them. #CustServ"
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Holly Chessman @HollyChessman A8 The biggest challenge for me as a cust is working with orgs who don't get how to use mobile or social #custserv" Reply Retweet Favorite Follow
9h
Gary May @imacsweb @MarshaCollier A7: For the.most part no. Mobile, especially Twitter and apps, work great! #custserv Reply Retweet Favorite Follow
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epiphany @eisconsulting A7 Only when it's obvious that the company is not prepared for it. #custserv" Reply Retweet Favorite Follow
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Al Hopper @AlHopper_ 9h A7: Not at all! I prefer it now over anything else. If you don't have a mobile app or social access, I probably won't use you. #custserv" Reply Retweet Favorite Follow
Louise DiCarlo @LovelyLu A6 The growth of mobile just adds more ground. You just need to adapt. #custserv"
9h
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Roy Atkinson @CustServGreeter @DigitalRootsCRM Thanks for coming to the #custserv chat! Welcome. Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier @KateNasser People don't always want to be seen. That will be the barrier to mobile / video #custserv Reply Retweet Favorite Follow
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Vala Afshar @ValaAfshar In 2 years the number of connected and networked devices will be 2X the human population - per @intel. #custserv" Reply Retweet Favorite Follow
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epiphany @eisconsulting A7 Also depends on the issue and the urgency w/n which I need the matter corrected. #custserv" Reply Retweet Favorite Follow
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Digital Roots @DigitalRootsCRM 9h Mobile = portable. Mssging should transcend & connect regardless of platform but cust care option in mobile app should be standard #custserv" Reply Retweet Favorite Follow
Shep Hyken @Hyken A7: Every new technology has its challenges - and also it's advantages. Challenges can be opportunities to improve. #custserv" Reply Retweet Favorite Follow
9h
Bruce Waltuck @complexified #custserv A6: not necessarily imho. Mobility doesn't always define the dialogue. Context, facts, values on both sides, define the dynamic." Reply Retweet Favorite Follow
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Stephen Abbott @SJAbbott A7 Depends on how many hoops I have to jump through to connect & communicate. Sometimes not worth the hassle. #custserv" Reply Retweet Favorite Follow
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Kate Nasser @KateNasser @MarshaCollier Hopefully it will always be choice as in SKYPE methods #custserv Reply Retweet Favorite Follow
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Social\u273dFly @ABHuret 9h A7 We tend to forget we are a group of early adopters (yet some of us <<) are still using Blackberries. #NotAppFriendly #custserv" Reply Retweet Favorite Follow
Zachary Jeans @zacharyjeans Mobile Augmented Reality tech by companies like @metaioUS are making #custserv come alive. c @traklord" Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier 9h @fmisle Really! I had to have them tie together 2 separate reservations for me. I ALWAYS tweet brands I do business with #custserv Reply Retweet Favorite Follow
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Holly Chessman @HollyChessman A7 It baffles me when orgs don't get mobile or social - customers love it because it's quick & immediate #custserv" Reply Retweet Favorite Follow
9h
Vala Afshar @ValaAfshar In the enterprise, all customer service contact channels must be integrated into CRM and mobile first. #custserv" Reply Retweet Favorite Follow
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David Kirlew @DavidKirlew Q7: I have no trouble contacting the companies on mobile especially those strong in service. #custserv" Reply Retweet Favorite Follow
9h
Vala Afshar @ValaAfshar In the enterprise, all customer service contact channels must be integrated into CRM and mobile first. #custserv"
9h
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Kate Nasser @KateNasser My big hope is that choice always remains core of gr8 customer service. I'm tired of companies pushing me to their preference #custserv" Reply Retweet Favorite Follow
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Digital Roots @DigitalRootsCRM 9h TY! Happy to participate. Thx 4 hosting! cc @MarshaCollier "@CustServGreeter: @DigitalRootsCRM Thx for coming to the #custserv chat! Welcome" Reply Retweet Favorite Follow
Marsha Collier @MarshaCollier @ABHuret You look so businesslike with your Blackberry #custserv
9h
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Louise DiCarlo @LovelyLu A7 Have to be careful not to jump 'all in' - your customers will never be all in one place. #CustServ" Reply Retweet Favorite Follow
9h
Greg Ortbach @GregOrtbach 9h @HollyChessman Yes. Makes me wonder if the consumer base will have higher expectations than some brands can deliver. They should. #custserv Reply Retweet Favorite Follow
Holly Chessman @HollyChessman @ABHuret Good point #custserv Reply Retweet Favorite Follow
9h
Social\u273dFly @ABHuret A7 Mobile also has a time/place. Many places I would not talk/text ... I wouldn't access mobile app then, either. #custserv" Reply Retweet Favorite Follow
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Greg Ortbach @GregOrtbach Q8: What is the best thing about script use? #custserv" Reply Retweet Favorite Follow
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Nakeva Corothers @nakeva 9h @MarshaCollier A7: Mobile options as a consumer & #custserv have improved. Ability to speak & gain response is greater! Prefer vs phone. Reply Retweet Favorite Follow
Roy Atkinson @CustServGreeter @KateNasser Me too. Locations sometimes dictate channel choice. Or time of day. Or complexity. or #custserv Reply Retweet Favorite Follow
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Al Hopper @AlHopper_ I try to use DMs first before going public with my servicing issues. I think of it as a courtesy to other teams #custserv" Reply Retweet Favorite Follow
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Social\u273dFly @ABHuret A7 Always comes back to conversing with your customers where THEY are. #custserv Reply Retweet Favorite Follow
9h
Kylene Beers @KyleneBeers A7 Easy to confuse being connected to tech w/ being connected to customers. Tech is merely the tool. #custserv" Reply Retweet Favorite Follow
9h
Greg Ortbach @GregOrtbach Q8: What is the best thing about script use? #custserv"
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Shaleen Shah @seventhman A7 Siri changed the way I view customer experience on mobile #custserv" Reply Retweet Favorite Follow
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Marsha Collier @MarshaCollier 9h @HollyChessman Bulk of customers (depending on the type of business) may not be early adopters. Put the $ where makes most impact #custserv Reply Retweet Favorite Follow
Kate Nasser @KateNasser +100 RT @KyleneBeers: A7 Easy to confuse being connected to tech w/ being connected to customers. Tech is merely the tool. #custserv" Reply Retweet Favorite Follow
9h
Greg Ortbach @GregOrtbach 9h Me 2. I don't bud in line either or yell. :) RT @AlHopper_: I try to use DMs first before going public with my servicing issues. #custserv" Reply Retweet Favorite Follow
Zahkia Marcela @zahkiasays A7: 85% of companies don't offer mobile care. I'd totally use if it were offered! #custserv" Reply Retweet Favorite Follow
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Social\u273dFly @ABHuret @MarshaCollier I'm Fancy! ; ) #CustServ ... the lack of apps is a huge impediment, however. Reply Retweet Favorite Follow
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Louise DiCarlo @LovelyLu A8 The best thing about script use is having the facts in front of you. There's something to say for that. #CustServ" Reply Retweet Favorite Follow
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Marsha Collier @MarshaCollier @DavidKirlew Same here for those on Twitter #custserv Reply Retweet Favorite Follow
9h
Al Hopper @AlHopper_ RT @GregOrtbach: Q8: What is the best thing about script use? #custserv"
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Zahkia Marcela @zahkiasays A7: 85% of companies don't offer mobile care. I'd totally use if it were offered! #custserv"
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Greg Ortbach @GregOrtbach How true is that? Just because your connected doesn't mean your connecting. #custserv @KateNasser @KyleneBeers Reply Retweet Favorite Follow
9h
Holly Chessman @HollyChessman @GregOrtbach I'm sure of it as I have seen it numerous times with friends - time for brands to step it up if they haven't already #custserv Reply Retweet Favorite Follow
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Gary May @imacsweb @GregOrtbach A8: um, ohh, err, umm, uhh Nothing! #custserv Reply Retweet Favorite Follow
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Lynn Abate-Johnson @peoplefw @HootSuite_Help will do. thanks so much. #custserv #getrealchat Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier @fmisle Having a social media outreach makes a HUGE difference to early adopters #custserv Reply Retweet Favorite Follow
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Marsha Collier @MarshaCollier #custserv RT @Rackspace: @fmisle @MarshaCollier We appreciate it too! Always happy to help out. :)" Reply Retweet Favorite Follow
9h
Bruce Waltuck @complexified #custserv A7: some service mobile interfaces confound. Best have obvious path to live human contact when needed :-)" Reply Retweet Favorite Follow
9h
Shep Hyken @Hyken RT @AlHopper_: RT @GregOrtbach: Q8: What is the best thing about script use? #custserv"
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Greg Ortbach @GregOrtbach I'm surprised that script was approved. :D RT @imacsweb: @GregOrtbach A8: um, ohh, err, umm, uhh Nothing! #custserv" Reply Retweet Favorite Follow
9h
Al Hopper @AlHopper_ A8 I've tried, but can't think of any good thing about a script you can't deviate from. #custserv" Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter A8: If there's a good thing about scripts, it's consistency. But you should get that without the script. #custserv " Reply Retweet Favorite Follow
9h
Shep Hyken @Hyken A8: A script is good for training and as a guide. Go back and pay attention to what @KateNasser has been Tweeting. #custserv" Reply Retweet Favorite Follow
9h
Roy Atkinson @CustServGreeter RT @GregOrtbach: Q8: What is the best thing about script use? #custserv"
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Stephen Abbott @SJAbbott 9h A8 Scripts help people who are new & nervous hit the baseline expectation, but we have to encourage the them to grow. #custserv" Reply Retweet Favorite Follow
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9h
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Marsha Collier @MarshaCollier #custserv RT @AmericanAir: @marshacollier We're always happy to help when we can, Marsha!" Reply Retweet Favorite Follow
9h
Matthew E. Weilert @systhink Back to events. Good #custserv insights." Reply Retweet Favorite Follow
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Robi Ganguly @rganguly @ABHuret YES! In mobile, most companies forget that they've created a venue for conversation and then left it barren. #custserv Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier @AmericanAir @Rackspace Thank you both for stopping by #custserv chat Reply Retweet Favorite Follow
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epiphany @eisconsulting A8 Training, education and preparation. #custserv" Reply Retweet Favorite Follow
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Social\u273dFly @ABHuret A8 Scripts can start the conversation; but after that, it's time for Evening at the Improv featuring 'John from Texas' #custserv" Reply Retweet Favorite Follow
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Greg Ortbach @GregOrtbach 9h A8: Possibly just the intro in order to properly brand the company and set the expectations for the call. Make it short though! #custserv" Reply Retweet Favorite Follow
Zachary Jeans @zacharyjeans The best thing about script use is that it gives a competitive advantage to company's that don't use scripts. #custserv"
9h
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Stephen Abbott @SJAbbott 9h A8 Scripts help people who are new & nervous hit the baseline expectation, but we have to encourage the them to grow #custserv"
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Kate Nasser @KateNasser Execs think that scripts reduce risk and enable metrics. ATTN: You can achieve that many other ways. #custserv" Reply Retweet Favorite Follow
9h
David Kirlew @DavidKirlew @MarshaCollier true. I have used Twitter to contact some companies with great results too #custserv Reply Retweet Favorite Follow
9h
Roy Atkinson @CustServGreeter A8: If there's a good thing about scripts, it's consistency. But you should get that without the script. #custserv "
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Michael J Nunes @mike_nunes no dead air RT @LovelyLu:A8 The best thing about script use is having the facts in front of you. There's something to say for that.#CustServ" Reply Retweet Favorite Follow
9h
Greg Ortbach @GregOrtbach @ABHuret Wow - talk about in synch! #custserv Reply Retweet Favorite Follow
9h
Social\u273dFly @ABHuret A8 Scripts can start the conversation; but after that, its time for Evening at the Improv featuring John from Texas #custserv"
9h
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Social\u273dFly @ABHuret A8 Scripts can start the conversation; but after that, it's time for Evening at the Improv featring 'John from Texas' #custserv"
9h
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Louise DiCarlo @LovelyLu A8 Scripts work as long as you are willing to adlib when necessary. Should guide you not bind you. #CustServ" Reply Retweet Favorite Follow
9h
Shep Hyken @Hyken ZAP! RT @zacharyjeans: The best thing about script use is that it gives a competitive advantage to companys that dont use scripts. #custserv" Reply Retweet Favorite Follow
9h
Michael J Nunes @mike_nunes example RT @imacsweb: @GregOrtbach A8: um, ohh, err, umm, uhh Nothing! #custserv"
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Gary May @imacsweb @GregOrtbach LOL #custserv Reply Retweet Favorite Follow
9h
Holly Chessman @HollyChessman @MarshaCollier Agree! But I also think some orgs fear social without realizing that there are so many benes too #custserv Reply Retweet Favorite Follow
9h
Vala Afshar @ValaAfshar A river without boundaries is a puddle. Sometimes we have to provide boundaries before we empower to delight. #custserv" Reply Retweet Favorite Follow
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Al Hopper @AlHopper_ @GregOrtbach Good point. I forgot answering the phone the same way is also a script. #custserv Reply Retweet Favorite Follow
9h
Pat Cluett @Pat_Cluett @MarshaCollier #custserv A7: yes, sometimes due to location and ability to connect Reply Retweet Favorite Follow
9h
Zahkia Marcela @zahkiasays A8: I want to say nothing, but scripts provide a good outline as to what info is needed from the customer. #custserv" Reply Retweet Favorite Follow
9h
Zachary Jeans @zacharyjeans You can report on 'scripts'. It's a checkbox. #custserv" Reply Retweet Favorite Follow
9h
Roy Atkinson @CustServGreeter @mike_nunes Hello, Mike! Good to see you. #custserv Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier @HollyChessman They should have been at our #SXSW #custserv panel ;) #boatmissers Reply Retweet Favorite Follow
9h
Apptentive @apptentive 9h A7 The biggest problem for consumers is that co's making mobile apps don't listen in the place where consumers are: inside the app #custserv" Reply Retweet Favorite Follow
Al Hopper @AlHopper_ 9h This! RT @LovelyLu: A8 Scripts work as long as you are willing to adlib when necessary. Should guide you not bind you. #custserv" Reply Retweet Favorite Follow
Bruce Waltuck @complexified #custserv A8: best for scripts are simple, uncomplicated problems, with only known knowns, few known unknowns, no unknown unknowns." Reply Retweet Favorite Follow
9h
Kate Nasser @KateNasser Inspire reps to care before you train them to smile! #custserv" Reply Retweet Favorite Follow
9h
Vala Afshar @ValaAfshar In the enterprise, all customer service contact channels must be integrated into CRM and mobile first. #custserv"
Retweeted by evan kirstel
9h
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Shep Hyken @Hyken 9h Very Zen like! RT @ValaAfshar: Straight roads do not make great drivers. Conversations that connect have zigs and zags. #custserv"
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Roy Atkinson @CustServGreeter @Pat_Cluett Hi, Pat! Missed you earlier. #custserv Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier @apptentive Excellent point #custserv Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier @HollyChessman They should have been at our #SXSW #custserv panel ;) #boatmissers
9h
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Marsha Collier @MarshaCollier Q9: Other than scripts, how would you keep reps consistent and thorough? #custserv" Reply Retweet Favorite Follow
9h
epiphany @eisconsulting @KateNasser: Inspire reps to care before you train them to smile! #custserv ~ LOVE! Reply Retweet Favorite Follow
9h
Kylene Beers @KyleneBeers A8: As a learning tool, a script can help a novice develop fluency. But a learning tool & selling tool are not the same. #custserv" Reply Retweet Favorite Follow
9h
Social\u273dFly @ABHuret 9h @rganguly Companies are so excited to be 'first' with mobile apps that they forget many customers haven't yet upgraded #custserv Reply Retweet Favorite Follow
Michael J Nunes @mike_nunes @CustServGreeter Hello, Roy! Been listeing in on this one. #custserv
9h
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Shep Hyken @Hyken 9h Deep RT @ValaAfshar: A river without boundaries is a puddle. Sometimes we have to provide boundaries before we empower to delight. #custserv" Reply Retweet Favorite Follow
Nakeva Corothers @nakeva 9h How would a brand train employees to become #1 in #custserv (Customer Service) without a "do" or be fired approach? Where is the "buy in?"" Reply Retweet Favorite Follow
Roy Atkinson @CustServGreeter @apptentive Welcome - and glad you could make it! #custserv Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier Q9: Other than scripts, how would you keep reps consistent and thorough? #custserv"
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Gary May @imacsweb @mike_nunes exactly! #custserv Reply Retweet Favorite Follow
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Rackspace @Rackspace @MarshaCollier Thanks for bringing attention to the #custserv topic every week! Reply Retweet Favorite Follow
9h
Social\u273dFly @ABHuret @GregOrtbach What did I miss?? #CustServ Reply Retweet Favorite Follow
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Marsha Collier @MarshaCollier Q9: Other than scripts, how would you keep reps consistent and thorough? #custserv ."
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Shaleen Shah @seventhman A8 Scripts lessen talk time.. and it's useful for technical support #custserv"
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9h
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Louise DiCarlo @LovelyLu 9h A9 It is important to give them an FAQ sheet/book and update it regularly. Have to support & communicate with them. #CustServ" Reply Retweet Favorite Follow
Greg Ortbach @GregOrtbach I basically said the same thing - just not as eloquently :D RT @ABHuret: @GregOrtbach What did I miss?? #CustServ" Reply Retweet Favorite Follow
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Zachary Jeans @zacharyjeans A9: Create role playing training oppty's for your #custserv team." Reply Retweet Favorite Follow
9h
epiphany @eisconsulting A9 Evaluation and feedback. Allow them to learn from the experience as you highlight good AND not so good. #custserv" Reply Retweet Favorite Follow
9h
Vala Afshar @ValaAfshar @Hyken I have read all of your books - you have trained me well. #custserv Reply Retweet Favorite Follow
9h
Faisal Misle @fmisle @appellation We missed you today. You would've had good insights today, IMO. #custserv Reply Retweet Favorite Follow
9h
Shep Hyken @Hyken A9: Hire right, constantly train and reinforce what's working and learn from what's not. Good people get it. #custserv" Reply Retweet Favorite Follow
9h
Kate Nasser @KateNasser @seventhman I must respectfully disagree. Scripts do *not deliver great technical support. #custserv Reply Retweet Favorite Follow
9h
Shep Hyken @Hyken A9: Hire right, constantly train and reinforce what's working and learn from what's not. Good people get it. #custserv"
9h
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Holly Chessman @HollyChessman A9 Good training and deep knowledge builds confidence and quality #custserv" Reply Retweet Favorite Follow
9h
Al Hopper @AlHopper_ A9 Checklists are the only other way to do that, aside from experience and constant effective coaching #custserv" Reply Retweet Favorite Follow
9h
Melanie Nichols @kiasuchick 9h Always! The best #custserv RT @MarshaCollier: #custserv RT @AmericanAir: @marshacollier We're always happy to help when we can, Marsha! Reply Retweet Favorite Follow
Social\u273dFly @ABHuret A9 Real-time simulated training (war room style) can help people think on their feet and outside the box (script) #custserv Reply Retweet Favorite Follow
9h
Shep Hyken @Hyken Thank you Sir. I also learn a lot from you! RT @ValaAfshar: @Hyken I have read all of your books - you have trained me well. #custserv" Reply Retweet Favorite Follow
9h
epiphany @eisconsulting A9 Accountability. Allow them to take ownership for their interaction. Hold them responsible. #custserv" Reply Retweet Favorite Follow
9h
Vala Afshar @ValaAfshar In the connected, knowledge sharing economy, an employee investment is also a brand investment. #custserv" Reply Retweet Favorite Follow
9h
David Kirlew @DavidKirlew A9: Consistent training and encouragement is what I use instead of scripts #custserv" Reply Retweet Favorite Follow
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Kate Nasser @KateNasser 9h A9: Training! Every profession has training for thoroughness. Customer service mistakenly believed that meant "scripts". #custserv" Reply Retweet Favorite Follow
Zachary Jeans @zacharyjeans Ka-Pow! RT @ValaAfshar: @Hyken I have read all of your books - you have trained me well. #custserv" Reply Retweet Favorite Follow
9h
Shaleen Shah @seventhman @KateNasser No, they don't. It simply lessens talk time so agents can meet the AHT requirement. Sad.. #custserv Reply Retweet Favorite Follow
9h
Zahkia Marcela @zahkiasays Q9: Cake. Clearly. :) #custserv" Reply Retweet Favorite Follow
9h
David Kirlew @DavidKirlew A9: Consistent training and encouragement is what I use instead of scripts #custserv"
9h
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Marsha Collier @MarshaCollier How about regular training for consistency? And maintaining a current social media policy? Good start? A9 #custserv" Reply Retweet Favorite Follow
9h
Social\u273dFly @ABHuret @GregOrtbach That is scary!!! I wonder what else we do alike? #PattyDuke #CustServ Reply Retweet Favorite Follow
9h
Vala Afshar @ValaAfshar In the connected, knowledge sharing economy, an employee investment is also a brand investment. #custserv"
9h
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Gary May @imacsweb @MarshaCollier A9: empowerment, training, resources,.managment #custserv Reply Retweet Favorite Follow
9h
Holly Chessman @HollyChessman A9 Oh and periodic training updates are good too. Learning should continue throughout, not stop after initial training. #custserv" Reply Retweet Favorite Follow
9h
Social\u273dFly @ABHuret YES!! RT @eisconsulting: A9 Accountability. Allow them to take ownership for their interaction. Hold them responsible. #custserv" Reply Retweet Favorite Follow
9h
Louise DiCarlo @LovelyLu Talking my language! RT @zahkiasays: Q9: Cake. Clearly. :) #CustServ" Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter 9h Are you in Brooklyn Heights? :) RT @ABHuret: @GregOrtbach That is scary!!! I wonder what else we do alike? #PattyDuke #CustServ" Reply Retweet Favorite Follow
Greg Ortbach @GregOrtbach Q10: Do you foresee a time when scripts will disappear? #custserv" Reply Retweet Favorite Follow
9h
Roy Atkinson @CustServGreeter Continue tonight's discussion in the #CustServ Exchange LinkedIn Group http://t.co/Vm8K1ypxxT" Reply Retweet Favorite Follow
9h
Zachary Jeans @zacharyjeans Treat your customer service team how you would like your customers to be treated. #custserv" Reply Retweet Favorite Follow
9h
Kylene Beers @KyleneBeers A9 Professional Development. Professional Development. And for some variety, we can call it PD. #custserv" Reply Retweet Favorite Follow
9h
Greg Ortbach @GregOrtbach Q10: Do you foresee a time when scripts will disappear? #custserv"
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Pat Cluett @Pat_Cluett @CustServGreeter #custserv hello Roy Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier I like the way she thinks---> RT @LovelyLu: Talking my language! RT @zahkiasays: Q9: Cake. Clearly. :) #CustServ" Reply Retweet Favorite Follow
9h
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Kate Nasser @KateNasser Engagement and accountability. Must have both else you're blaming not doing accountability. #custserv" Reply Retweet Favorite Follow
9h
Robi Ganguly @rganguly A9: Consistency in service isn't about language or scripts. Consistently deliver high quality, compassionate experiences #custserv" Reply Retweet Favorite Follow
9h
Social\u273dFly @ABHuret Great foundation MT @MarshaCollier How about reg training for consistency? And maintaining current SoMe policy? Good start? A9 #custserv" Reply Retweet Favorite Follow
9h
Vala Afshar @ValaAfshar Customer service managers, how many employees have you promoted in the past 2 years? Growing people is job #1. #custserv" Reply Retweet Favorite Follow
9h
Greg Ortbach @GregOrtbach :D RT @ABHuret: @GregOrtbach That is scary!!! I wonder what else we do alike? #PattyDuke #CustServ" Reply Retweet Favorite Follow
9h
Kate Nasser @KateNasser Engagement and accountability. Must have both else you're blaming not doing accountability. #custserv"
Retweeted by Nugg
9h
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Bruce Waltuck @complexified #custserv A9: define and teach and reinforce set of core values & practices. Train dynamically in various scenarios." Reply Retweet Favorite Follow
9h
Al Hopper @AlHopper_ 9h Signs of true professionals: MT @HollyChessman: A9 Learning should continue throughout, not stop after initial training. #custserv" Reply Retweet Favorite Follow
epiphany @eisconsulting @zacharyjeans: Treat your customer service team how you would like your customers to be treated. #custserv ~SCORE!! Reply Retweet Favorite Follow
9h
Zachary Jeans @zacharyjeans Treat your customer service team how you would like your customers to be treated. #custserv"
9h
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Holly Chessman @HollyChessman 9h Excellent start @MarshaCollier: How about regular training for consistency? & maintaining a current social media policy? A9 #custserv Reply Retweet Favorite Follow
Faisal Misle @fmisle 9h @GregOrtbach yes, the rise of social media and the fact customers are starting to demand more personalized/human support #custserv Reply Retweet Favorite Follow
Kate Nasser @KateNasser The challenge of excellence is consistency of quality not repetition of action. #custserv" Reply Retweet Favorite Follow
9h
Zachary Jeans @zacharyjeans When the ROI of using scripts is in the Red, they will go the way of the Dodo. #custserv" Reply Retweet Favorite Follow
9h
Roy Atkinson @CustServGreeter Kapow! RT @seventhman: RT @zacharyjeans: Treat your customer service team how you would like your customers to be treated. #custserv" Reply Retweet Favorite Follow
9h
Kate Nasser @KateNasser Engagement and accountability. Must have both else you're blaming not doing accountability. #custserv"
9h
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Social\u273dFly @ABHuret A10 Scripts will morph and evolve, but never 'disappear'. Structure has a place, but it's the need to improvise #custserv" Reply Retweet Favorite Follow
9h
Shep Hyken @Hyken A10: Scripts have disappeared in the best customer service companies. We can learn a lot from @AmericanExpress #custserv" Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter Yep. RT @zacharyjeans: When the ROI of using scripts is in the Red, they will go the way of the Dodo. #custserv" Reply Retweet Favorite Follow
9h
Shep Hyken @Hyken Exactly! RT @KateNasser: The challenge of excellence is consistency of quality not repetition of action. #custserv" Reply Retweet Favorite Follow
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epiphany @eisconsulting @KateNasser: The challenge of excellence is consistency of quality not repetition of action. #custserv ~ Truth!! Reply Retweet Favorite Follow
9h
Kate Nasser @KateNasser The challenge of excellence is consistency of quality not repetition of action. #custserv"
Retweeted by Vala Afshar
9h
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Social\u273dFly @ABHuret @CustServGreeter @GregOrtbach LOL! Nope, upper east. (Is that where they were from?) #custserv Reply Retweet Favorite Follow
9h
Greg Ortbach @GregOrtbach Solid life lesson right there. RT @ABHuret: A10 Structure has a place, but it's the need to improvise #custserv" Reply Retweet Favorite Follow
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Roy Atkinson @CustServGreeter 9h Amen. RT @Hyken: A10: Scripts have disappeared in the best customer service companies. We can learn a lot from @AmericanExpress #custserv" Reply Retweet Favorite Follow
Kate Nasser @KateNasser The challenge of excellence is consistency of quality not repetition of action. #custserv"
Retweeted by Mitzvah Circle
9h
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9h
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Kylene Beers @KyleneBeers A10 There will always be those of little faith. #custserv" Reply Retweet Favorite Follow
9h
Holly Chessman @HollyChessman +1 RT @ABHuret: A10 Scripts will morph and evolve, but never 'disappear'. Structure has a place, but it's the need to improvise #custserv Reply Retweet Favorite Follow
9h
Zachary Jeans @zacharyjeans Give your CSR's the tools they want, the time to train, & get out of the way. #custserv" Reply Retweet Favorite Follow
9h
Stephen Abbott @SJAbbott Agree. RT @ABHuret: A10 Scripts will morph & evolve, but never 'disappear'. Structure has a place, but it's the need to improvise #custserv" Reply Retweet Favorite Follow
9h
Al Hopper @AlHopper_ Ding! RT @ABHuret: A10 Scripts will morph and evolve, but never disappear. Structure has a place, but its the need to improvise #custserv" Reply Retweet Favorite Follow
9h
Louise DiCarlo @LovelyLu Problem companies fall prey to, getting their reps started and then never follow up with them. #CustServ" Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier 9h The evolution of #custserv is based on customer adoption. We have to invest where we get the most cases to start #custserv A10" Reply Retweet Favorite Follow
Bruce Waltuck @complexified #custserv A10: see #Cynefin framework. Scripts ok in simple domain, or slightly complicated (best practice or expert). Not so in complex" Reply Retweet Favorite Follow
9h
Kylene Beers @KyleneBeers Want great customer service? Start by treating those who service customers great. #custserv" Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier Quick #custserv Tweet links to your blogs, posts - whatever for the srchive" Reply Retweet Favorite Follow
9h
epiphany @eisconsulting A10 If customer service is truly the priority, then service to the customer must take place. Scripts don't achieve that. #custserv" Reply Retweet Favorite Follow
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David Kirlew @DavidKirlew A10: Scripts are someone I rarely use. I do not see how they can morph much if CS is priority #custserv" Reply Retweet Favorite Follow
9h
Shaleen Shah @seventhman 9h A10 Yes.. if customer satisfaction and call metrics will be revamped. This is why we have scripts, right? To measure things.. #custserv"
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Social\u273dFly @ABHuret "Going off script" has entirely new meaning after tonight's chat! #custserv" Reply Retweet Favorite Follow
9h
Vala Afshar @ValaAfshar A river without boundaries is a puddle. Sometimes we have to provide boundaries before we empower to delight. #custserv"
Retweeted by Chunu Teajay
9h
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Kate Nasser @KateNasser Wonderful to be with you all tonight and discuss a topic that is near & dear to my professional passion. #custserv" Reply Retweet Favorite Follow
9h
Pat Cluett @Pat_Cluett 9h @GregOrtbach #custserv A10: scripting has it's purposes so do not think that it will disappear completely .. Answering phone is scripting Reply Retweet Favorite Follow
Holly Chessman @HollyChessman @LovelyLu Agree - I feel like that kind of abandonment happens a lot. Everyone needs to keep learning at every level. #custserv Reply Retweet Favorite Follow
9h
Greg Ortbach @GregOrtbach @CustServGreeter Could you please remind the #custserv community about the LinkedIN group? Reply Retweet Favorite Follow
9h
Marsha Collier @MarshaCollier @zahkiasays Thanks, be sure to check the #custserv archives at http://t.co/Vabtuz2VbW Reply Retweet Favorite Follow
9h
Roy Atkinson @CustServGreeter Continue tonights discussion in the #CustServ Exchange LinkedIn Group http://t.co/0oAhmOFOso #custserv"
9h
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Zachary Jeans @zacharyjeans WOW! RT @ABHuret: "Going off script" has entirely new meaning after tonight's chat! #custserv" Reply Retweet Favorite Follow
9h
Roy Atkinson @CustServGreeter Don't forget to check out the LinkedIn #CustServ Exchange group! http://t.co/ESEsN1VlqQ" Reply Retweet Favorite Follow
9h
Greg Ortbach @GregOrtbach Solid life lesson right there. RT @ABHuret: A10 Structure has a place, but it's the need to improvise #custserv"
9h
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Social\u273dFly @ABHuret A good captain (rep) knows when to "abandon script" ... #custserv" Reply Retweet Favorite Follow
9h
epiphany @eisconsulting A10 Customers will ALWAYS tell you what they want. Listen and adjust. Hint: Scripts won't be included. #custserv" Reply Retweet Favorite Follow
9h
Al Hopper @AlHopper_ 9h RT @CustServGreeter: Continue tonights discussion in the #CustServ Exchange LinkedIn Group http://t.co/0oAhmOFOso #custserv"
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Shep Hyken @Hyken Exactly! RT @KateNasser: The challenge of excellence is consistency of quality not repetition of action. #custserv"
9h
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Will Social and Mobile Customer Service Put An End To The Script?

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2013-04-03 to 2013-04-03 757 Twitter search results

70 contributors 294 retweets 166 @replies

Roy Atkinson @CustServGreeter @CTrappe Hi, Christoph! Welcome. #custserv

Zachary Jeans @zacharyjeans A1: Scripts are for actors. #custserv"

Zachary Jeans @zacharyjeans A4: Service skills, not scripts. #custserv"

Zachary Jeans @zacharyjeans A4: Service skills, not scripts. #custserv"

Zachary Jeans @zacharyjeans Bots are not S.O.C.I.A.L #custserv http://t.co/xHLJ9qlzcv"

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