what skills are most valuable for front line customer service?

7/28/2019 What skills are most valuable for front line customer service?

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#custserv

2013-05-29 to 2013-05-29 118 contributors

884 Twitter search results 418 retweets 0 @replies 0 links

Time User Tweet

2013-05-29 1:00 am AlHopper_ Starts NOW: "What skills are most valuable for front line #custserv?"

Chat w/ @MarshaCollier @GregOrtbach ME & other pros!

@RoyAtkinson MIA

2013-05-29 1:00 am AlHopper_ Great to see you Sir Greg @GregOrtbach @CustServGreeter

#custserv

2013-05-29 1:00 am GregOrtbach Louise!!!! Hello there :) RT @LovelyLu: Hi everyone! #CustServ

2013-05-29 1:00 am imacsweb Hey #custserv! Here until they close the door on my #SEA to #LAX

flight!

2013-05-29 1:00 am GregOrtbach Welcome to #custserv. Step 1: Grab a seat. Step 2: You'll need a

seatbelt - this is the fastest hour on twitter.

2013-05-29 1:00 am AlHopper_ Ms. Lou! Thank you for gracing us this evening! RT @LovelyLu: Hi

everyone! #CustServ

2013-05-29 1:00 am imacsweb RT @GregOrtbach: Welcome to #custserv. Step 1: Grab a seat. Step

2: You'll need a seatbelt - this is the fastest hour on twitter.

2013-05-29 1:00 am AlHopper_ @imacsweb Don't forget to buckle in #custserv

2013-05-29 1:01 am eisconsulting Hey, hey, hey...we're making our way in, :) #custserv

2013-05-29 1:01 am imacsweb @AlHopper_ Absolutely!! LOL #travel #custserv

2013-05-29 1:01 am AlHopper_ The butterflies are here! RT @eisconsulting: Hey, hey, hey...we're

making our way in, :) #custserv

2013-05-29 1:01 am ABHuret Now we have colors?? Is this like Twister? #custserv

2013-05-29 1:01 am AlHopper_ RT @GregOrtbach: Welcome to #custserv. Step 1: Grab a seat. Step


2013-05-29 1:01 am LovelyLu @AlHopper_ Wouldn't miss it Al! #CustServ

2013-05-29 1:01 am GregOrtbach @SJAbbott Nice answer! Hope to see you at #custserv Stephen.

2013-05-29 1:01 am AlHopper_ sure, but i'm the spinner RT @ABHuret: Now we have colors?? Is this

like Twister? #custserv

2013-05-29 1:01 am ABHuret Twitteratti: Forgive the increased tweet volume the next hour during

#CustServ

2013-05-29 1:02 am MarkOrlan Just grabbing a seat for some #custserv chat for an hour. Tonight's

topic looks like it might be fun...and insightful. Pls excuse my volume

2013-05-29 1:02 am LovelyLu @GregOrtbach Greg!!! How are you this fine evening?!? #CustServ2013-05-29 1:02 am eisconsulting \\u201c@AlHopper_: The butterflies are here! RT @eisconsulting:

Hey, hey, hey...we're making our way in, :) #custserv\\u201d ~ Flying

high! :-)

2013-05-29 1:02 am AlHopper_ @MarkOrlan Hello Mark! You never need an excuse for great

insights! #custserv

2013-05-29 1:03 am zacharyjeans RT @GregOrtbach: Hello Sir! RT @zacharyjeans: Hello #custserv.

Wonderful to be here.

2013-05-29 1:03 am MarkOrlan @AlHopper_ thanks Al...glad to be able to join the #custserv party!
http://tweetreports.com/freesignuphttp://twitter.com/AlHopper_http://twitter.com/AlHopper_http://twitter.com/GregOrtbachhttp://twitter.com/imacswebhttp://twitter.com/GregOrtbachhttp://twitter.com/AlHopper_http://twitter.com/imacswebhttp://twitter.com/AlHopper_http://twitter.com/eisconsultinghttp://twitter.com/imacswebhttp://twitter.com/AlHopper_http://twitter.com/ABHurethttp://twitter.com/AlHopper_http://twitter.com/LovelyLuhttp://twitter.com/GregOrtbachhttp://twitter.com/AlHopper_http://twitter.com/ABHurethttp://twitter.com/MarkOrlanhttp://twitter.com/LovelyLuhttp://twitter.com/eisconsultinghttp://twitter.com/AlHopper_http://twitter.com/zacharyjeanshttp://twitter.com/MarkOrlanhttp://twitter.com/MarkOrlanhttp://twitter.com/zacharyjeanshttp://twitter.com/AlHopper_http://twitter.com/eisconsultinghttp://twitter.com/LovelyLuhttp://twitter.com/MarkOrlanhttp://twitter.com/ABHurethttp://twitter.com/AlHopper_http://twitter.com/GregOrtbachhttp://twitter.com/LovelyLuhttp://twitter.com/AlHopper_http://twitter.com/ABHurethttp://twitter.com/AlHopper_http://twitter.com/imacswebhttp://twitter.com/eisconsultinghttp://twitter.com/AlHopper_http://twitter.com/imacswebhttp://twitter.com/AlHopper_http://twitter.com/GregOrtbachhttp://twitter.com/imacswebhttp://twitter.com/GregOrtbachhttp://twitter.com/AlHopper_http://twitter.com/AlHopper_http://tweetreports.com/freesignup


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2013-05-29 1:03 am AlHopper_ @ABHuret forgiveness for greatness? never! #custserv

2013-05-29 1:03 am GregOrtbach Having a caffeine induced ball as always! You? RT @LovelyLu:

@GregOrtbach Greg!!! How are you this fine evening?!? #CustServ

2013-05-29 1:03 am MarshaCollier Hi #custserv - I missed you guys last week! @AlHopper_ @LovelyLu

@MarkOrlan @ABHuret @GregOrtbach @imacsweb @eisconsulting

@zacharyjeans

2013-05-29 1:03 am complexified Jumping into the great weekly #custserv chat for the next hour. Bruce

here in NJ, breakthrough svc imprv at USDOL; 5X svc excellence

trng.2013-05-29 1:04 am AlHopper_ you were missed! @MarshaCollier #custserv @LovelyLu

@MarkOrlan @ABHuret @GregOrtbach @imacsweb @eisconsulting

@zacharyjeans

2013-05-29 1:04 am GregOrtbach @MarshaCollier Welcome back!!!! #custserv

2013-05-29 1:04 am MarkOrlan @MarshaCollier hey Marsha, we missed you more. #custserv

2013-05-29 1:04 am MarshaCollier Tonight's #custserv Topic: "What skills are most valuable for front line

customer service?"

2013-05-29 1:04 am LovelyLu @marshacollier We missed you Marsha! @AlHopper_ @MarkOrlan

@ABHuret @GregOrtbach @imacsweb @eisconsulting

@zacharyjeans #CustServ

2013-05-29 1:04 am AlHopper_ @complexified Hiya Bruce! #custserv2013-05-29 1:04 am imacsweb RT @MarshaCollier: Tonight's #custserv Topic: "What skills are most

valuable for front line customer service?"

2013-05-29 1:04 am AlHopper_ RT @MarshaCollier: Tonight's #custserv Topic: "What skills are most


2013-05-29 1:04 am ABHuret @AlHopper_ Ha!! Of course you are! #CustServ

2013-05-29 1:05 am billquiseng RT @GregOrtbach: Welcome to #custserv. Step 1: Grab a seat. Step


2013-05-29 1:05 am ABHuret @MarshaCollier @AlHopper_ @LovelyLu @MarkOrlan

@GregOrtbach @imacsweb @eisconsulting @zacharyjeans You too

MC!! Very much! : ) #CustServ

2013-05-29 1:05 am GregOrtbach Hey there... How you doin'? :P RT @ABHuret: @AlHopper_ Ha!! Ofcourse you are! #CustServ

2013-05-29 1:05 am shashib RT @MarshaCollier: Tonight's #custserv Topic: "What skills are most


2013-05-29 1:05 am imacsweb I'm very limited on #custserv tonight! Boarding done soon...

2013-05-29 1:05 am shashib RT @Brainzooming: Branding & Customer Experience Ideas from

100 Most Creative People http://t.co/BsIyFc5267 #branding #custserv

2013-05-29 1:05 am billquiseng RT @MarshaCollier: Tonight's #custserv Topic: "What skills are most


2013-05-29 1:05 am MarshaCollier Hopefully, tonight's #custserv chat will be archived with the past 76

here - via @TweetReports http://t.co/Su7sGyC3bb

2013-05-29 1:05 am MarkOrlan @GregOrtbach @LovelyLu @eisconsulting @zacharyjeans good tosee you tonight! #custserv

2013-05-29 1:05 am GregOrtbach Shall we arrange a delay on the tar mac? ;D RT @imacsweb: I'm very

limited on #custserv tonight! Boarding done soon...

2013-05-29 1:06 am imacsweb @GregOrtbach BOOM!!! #custserv

2013-05-29 1:06 am AndrewinContact Heads up @CallCenterICMI for attacking a topic that needs more

attention - #cctr #custserv content creation http://t.co/QS0T50kPcL

2013-05-29 1:06 am seventhman How's everyone tonight? Nice to see familiar faces ;) #custserv

2013-05-29 1:06 am MarkOrlan @ABHuret ....and you too #CustServ
http://twitter.com/AlHopper_http://twitter.com/GregOrtbachhttp://twitter.com/MarshaCollierhttp://twitter.com/complexifiedhttp://twitter.com/AlHopper_http://twitter.com/GregOrtbachhttp://twitter.com/MarkOrlanhttp://twitter.com/MarshaCollierhttp://twitter.com/LovelyLuhttp://twitter.com/AlHopper_http://twitter.com/imacswebhttp://twitter.com/AlHopper_http://twitter.com/ABHurethttp://twitter.com/billquisenghttp://twitter.com/ABHurethttp://twitter.com/GregOrtbachhttp://twitter.com/shashibhttp://twitter.com/imacswebhttp://twitter.com/shashibhttp://twitter.com/billquisenghttp://twitter.com/MarshaCollierhttp://twitter.com/MarkOrlanhttp://twitter.com/GregOrtbachhttp://twitter.com/imacswebhttp://twitter.com/AndrewinContacthttp://twitter.com/seventhmanhttp://twitter.com/MarkOrlanhttp://twitter.com/MarkOrlanhttp://twitter.com/seventhmanhttp://twitter.com/AndrewinContacthttp://twitter.com/imacswebhttp://twitter.com/GregOrtbachhttp://twitter.com/MarkOrlanhttp://twitter.com/MarshaCollierhttp://twitter.com/billquisenghttp://twitter.com/shashibhttp://twitter.com/imacswebhttp://twitter.com/shashibhttp://twitter.com/GregOrtbachhttp://twitter.com/ABHurethttp://twitter.com/billquisenghttp://twitter.com/ABHurethttp://twitter.com/AlHopper_http://twitter.com/imacswebhttp://twitter.com/AlHopper_http://twitter.com/LovelyLuhttp://twitter.com/MarshaCollierhttp://twitter.com/MarkOrlanhttp://twitter.com/GregOrtbachhttp://twitter.com/AlHopper_http://twitter.com/complexifiedhttp://twitter.com/MarshaCollierhttp://twitter.com/GregOrtbachhttp://twitter.com/AlHopper_


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2013-05-29 1:06 am ABHuret @GregOrtbach @AlHopper_ Ready for some #CustServ goodness!

(no thanks to friends at Verizon, btw) Boo! ; )

2013-05-29 1:06 am MarshaCollier Please? Post links, news, deals and promotions during the LAST 5

minutes of #custserv chat. We strip all spam to keep pristine archives

2013-05-29 1:06 am GregOrtbach Great to see you Shaleen! RT @seventhman: How's everyone

tonight? Nice to see familiar faces ;) #custserv

2013-05-29 1:06 am LovelyLu @MarkOrlan Always good to see you Mark! #CustServ

2013-05-29 1:06 am JustinFlitter RT @MarshaCollier: Tonight's #custserv Topic: "What skills are most

valuable for front line customer service?"2013-05-29 1:06 am rjamestaylor @MarshaCollier depends on the organization behind the front line

#custserv person. If strong, empathy; if weak, resourcefulness

2013-05-29 1:07 am GregOrtbach RT @MarshaCollier: Please? Post links, news, deals and promotions

during the LAST 5 minutes of #custserv chat. We strip all spam to

keep pr\\u2026

2013-05-29 1:07 am shashib #custserv I can still remember the great service in @lufthansa in my

recent trip to Poland

2013-05-29 1:07 am AlHopper_ @seventhman Hello good sir! I'm well, and you? #custserv

2013-05-29 1:07 am elizabethtraub Hello and waving hi to everyone. RT @justinflitter: RT

@MarshaCollier: Tonight's #custserv Topic: "What skills are most

valuable for...2013-05-29 1:07 am AlHopper_ @JustinFlitter Welcome! Welcome! #custserv

2013-05-29 1:07 am imacsweb My view right now for the #custserv crew.... http://t.co/3IEGTbwadT

2013-05-29 1:07 am zacharyjeans Waving back RT @elizabethtraub: Hello and waving hi to everyone.

RT @justinflitter: RT @MarshaCollier: Tonight's #custserv

2013-05-29 1:07 am eisconsulting \\u201c@MarkOrlan: @GregOrtbach @LovelyLu @eisconsulting

@zacharyjeans good to see you tonight! #custserv\\u201d ~ Ditto, :)

2013-05-29 1:08 am GregOrtbach Up next: #Custserv from 30,000 feet! RT @imacsweb: My view right

now for the #custserv crew.... http://t.co/VfGpnLxJNy

2013-05-29 1:08 am MarshaCollier Q1 ---> What do customers need *most* from the front line? #custserv

2013-05-29 1:08 am ABHuret @elizabethtraub Hello, Dahling! (or shall I simply call you "Wilma") ; )

#custserv2013-05-29 1:08 am AlHopper_ @billquiseng hiya Bill! Welcome to your regular seat #custserv

2013-05-29 1:08 am zacharyjeans RT @MarshaCollier: Q1 ---> What do customers need *most* from

the front line? #custserv

2013-05-29 1:08 am GregOrtbach RT @MarshaCollier: Q1 ---> What do customers need *most* from

the front line? #custserv .

2013-05-29 1:08 am seventhman @AlHopper_ Doin' good.. thanks! Great to see you too #custserv

2013-05-29 1:08 am AlHopper_ RT @MarshaCollier: Q1 ---> What do customers need *most* from


2013-05-29 1:08 am elizabethtraub Hey there #custserv friends. Please note the change of my twitter

handle from @elizonthego~~> @elizabethtraub Please make a note.

thanks2013-05-29 1:09 am terrysimpson @MarshaCollier A1 - to know they are heard, that we respond to wha

they want, not what we think they want #custserv

2013-05-29 1:09 am AlHopper_ RT @elizabethtraub: Hey there #custserv friends. Please note the

change of my twitter handle from @elizonthego~~> @elizabethtraub

Please ma\\u2026

2013-05-29 1:09 am GregOrtbach A1: Courtesy, Efficiency, & Results #custserv

2013-05-29 1:09 am elizabethtraub Hello Betty RT @abhuret: @elizabethtraub Hello, Dahling! (or shall I

simply call you "Wilma") ; ) #custserv
http://twitter.com/ABHurethttp://twitter.com/MarshaCollierhttp://twitter.com/GregOrtbachhttp://twitter.com/LovelyLuhttp://twitter.com/JustinFlitterhttp://twitter.com/rjamestaylorhttp://twitter.com/GregOrtbachhttp://twitter.com/shashibhttp://twitter.com/AlHopper_http://twitter.com/elizabethtraubhttp://twitter.com/AlHopper_http://twitter.com/imacswebhttp://twitter.com/zacharyjeanshttp://twitter.com/eisconsultinghttp://twitter.com/GregOrtbachhttp://twitter.com/MarshaCollierhttp://twitter.com/ABHurethttp://twitter.com/AlHopper_http://twitter.com/zacharyjeanshttp://twitter.com/GregOrtbachhttp://twitter.com/seventhmanhttp://twitter.com/AlHopper_http://twitter.com/elizabethtraubhttp://twitter.com/terrysimpsonhttp://twitter.com/AlHopper_http://twitter.com/GregOrtbachhttp://twitter.com/elizabethtraubhttp://twitter.com/elizabethtraubhttp://twitter.com/GregOrtbachhttp://twitter.com/AlHopper_http://twitter.com/terrysimpsonhttp://twitter.com/elizabethtraubhttp://twitter.com/AlHopper_http://twitter.com/seventhmanhttp://twitter.com/GregOrtbachhttp://twitter.com/zacharyjeanshttp://twitter.com/AlHopper_http://twitter.com/ABHurethttp://twitter.com/MarshaCollierhttp://twitter.com/GregOrtbachhttp://twitter.com/eisconsultinghttp://twitter.com/zacharyjeanshttp://twitter.com/imacswebhttp://twitter.com/AlHopper_http://twitter.com/elizabethtraubhttp://twitter.com/AlHopper_http://twitter.com/shashibhttp://twitter.com/GregOrtbachhttp://twitter.com/rjamestaylorhttp://twitter.com/JustinFlitterhttp://twitter.com/LovelyLuhttp://twitter.com/GregOrtbachhttp://twitter.com/MarshaCollierhttp://twitter.com/ABHuret


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2013-05-29 1:09 am mike_nunes RT @MarshaCollier: Q1 ---> What do customers need *most* from


2013-05-29 1:09 am imacsweb @MarshaCollier A1: Recognition, presence, attention, consideration,

response. #custserv

2013-05-29 1:09 am DTNEtiquette An authentic connection w/empathy >>> RT @MarshaCollier: Q1 --->

What do customers need *most* from the front line? #custserv

2013-05-29 1:09 am eisconsulting Customers need access, service and information from the front line.

Nothing more. Nothing less. #custserv

2013-05-29 1:09 am AlHopper_ A1 Empathy, empowerment, and knowledge #custserv2013-05-29 1:09 am MarkOrlan A1: customers need people in the front lines who truly care, first and

foremost #custserv

2013-05-29 1:09 am GregOrtbach @elizabethtraub So glad you made it! :D #custserv

2013-05-29 1:09 am AlHopper_ @mike_nunes Hello Mike! Great to see you! #custserv

2013-05-29 1:09 am LaurenUntangled @MarshaCollier a1: a person who makes them feel comfortable

(smiling face, personable, enthusiastic, knowledgeable) #custserv

2013-05-29 1:09 am seventhman A1 TLC... as in trust, listening and care #custserv

2013-05-29 1:10 am LovelyLu A1 Customers need quick, friendly resolution. #CustServ

2013-05-29 1:10 am MarshaCollier A1: Customers must feel >Heard and Helped< #custserv

2013-05-29 1:10 am SandiCoryell RT @MarshaCollier: A1: Customers must feel >Heard and HelpedHeard and Helped< #custserv

2013-05-29 1:10 am MarshaCollier @LaurenUntangled @DTNEtiquette Yes, agrees #custserv

2013-05-29 1:10 am imacsweb RT @GregOrtbach: Yes! Heard, not HERDED. RT @MarshaCollier:

A1: Customers must feel >Heard and Helped< #custserv

2013-05-29 1:10 am AlHopper_ @elizabethtraub I'm sorry to hear that! I guess you will be drinking

chicken soup or hot totties for #halftime? #custserv

2013-05-29 1:10 am mike_nunes @AlHopper_ Thanks Al, Good Evening! #custserv

2013-05-29 1:10 am MarshaCollier @imacsweb I was trying to figure out if that was an acronym of yours

LOL #custserv

2013-05-29 1:11 am billquiseng A1: Undivided attention. "Make me feel important." Too often staff ismulti-tasking at register or computer. #custserv

2013-05-29 1:11 am eisconsulting Customers need to know they are being heard. They need to feel

valued. #custserv

2013-05-29 1:11 am ValaAfshar Frontline customer service employees must be knowledgeable,

accountable, and results oriented. #custserv

2013-05-29 1:11 am ABHuret A1 LISTENING and/or READING skills. (Yes, that is #CustServ 101,

and if you think I'm exaggerating, see Verizon's tweets to me earlier).

OY.

2013-05-29 1:11 am seventhman RT @imacsweb: RT @GregOrtbach: Yes! Heard, not HERDED. RT

@MarshaCollier: A1: Customers must feel >Heard and Helped RT @marshacollier: For those who don't know

@JeffreyJKingman was co-founder of #custserv chat with me in 2009

2013-05-29 1:27 am JeffreyJKingman RT @seventhman: A3 All negativity comes down to one word: EGO

#custserv

2013-05-29 1:27 am ABHuret This! RT @HollyChessman: A3 An inability to listen and really

respond to the actual issue your customer is contacting you about

#custserv

2013-05-29 1:27 am AlHopper_ A3 Carelessness, blameful, and acusatory #custserv

2013-05-29 1:27 am MarshaCollier Judgmental - good one @imacsweb ! Sad when CSRs makeassumptions before ever hearing the issue #custserv

2013-05-29 1:27 am imacsweb OK #custserv crew, will try to join from 10,000 feet if possible.

Definitely want to be online tonight!!!!! #travel #SEA #LAX

#closingdoor

2013-05-29 1:27 am VickieMacFadden A3 the "pass the buck" type. The "I just work here" type. IMHO: most

negativity starts at the top and filters down. #custserv

2013-05-29 1:27 am AB_BizAdvisors @MarshaCollier A3. Impatience/ignorance. There's nothing worse

than a #custserv rep who "can't be bothered" Recipe for disaster.

2013-05-29 1:27 am fmisle RT @ValaAfshar "dear customer, it's our problem until it's no longer

yours." #custserv

2013-05-29 1:27 am AdoptAbox RT @MarshaCollier: Judgmental - good one @imacsweb ! Sad whenCSRs make assumptions before ever hearing the issue #custserv

2013-05-29 1:28 am imacsweb RT @fmisle: RT @ValaAfshar "dear customer, it's our problem until

it's no longer yours." #custserv

2013-05-29 1:28 am eisconsulting RT @MarshaCollier: Judgmental - good one @imacsweb ! Sad when

CSRs make assumptions before ever hearing the issue #custserv

2013-05-29 1:28 am zacharyjeans A3: Arrogance is the worst personality trait. #custserv

2013-05-29 1:28 am imacsweb @fmisle AMEN! @ValaAfshar #custserv @MarshaCollier

@GregOrtbach

2013-05-29 1:28 am AlHopper_ @imacsweb fly safe #custserv

2013-05-29 1:28 am LoriMoreno @MarshaCollier I'm on @southwestair and only have a bit left on my

battery but wanted to bring the #love to your awesome #custserv XOX2013-05-29 1:28 am MarkOrlan Worst is when you are speaking to someone in the Call Center in a

3rd world country who wants you to believe he/she is local. #custserv

2013-05-29 1:28 am imacsweb @AlHopper_ Grazie!! #custserv

2013-05-29 1:28 am JeffreyJKingman @AlHopper_ Nice - got the ABCs into an CBA :P #custserv

2013-05-29 1:28 am GregOrtbach Q4: What are some performance standards to set for your front line

employees? #custserv

2013-05-29 1:28 am elizabethtraub RT @marshacollier: A #custserv rep who is overwhelmed with

cynicism and lack of company culture can be more of a negative

effect on outreach

2013-05-29 1:28 am AB_BizAdvisors RT @zacharyjeans: A3: Arrogance is the worst personality trait.

#custserv2013-05-29 1:28 am HollyChessman A3 A superiority complex is a complete turnoff in a customer service

rep #custserv

2013-05-29 1:29 am MarshaCollier @LoriMoreno Thank you for stopping by (while on @SouthwestAir)

#custserv

2013-05-29 1:29 am shashib @imacsweb safe travels #custserv

2013-05-29 1:29 am JeffreyJKingman RT @GregOrtbach: Q4: What are some performance standards to se

for your front line employees? #custserv

2013-05-29 1:29 am tburgess57 The biggest problems is unhappy employees use customer service
http://twitter.com/RebelBrownhttp://twitter.com/JeffreyJKingmanhttp://twitter.com/ABHurethttp://twitter.com/AlHopper_http://twitter.com/MarshaCollierhttp://twitter.com/imacswebhttp://twitter.com/VickieMacFaddenhttp://twitter.com/AB_BizAdvisorshttp://twitter.com/fmislehttp://twitter.com/AdoptAboxhttp://twitter.com/imacswebhttp://twitter.com/eisconsultinghttp://twitter.com/zacharyjeanshttp://twitter.com/imacswebhttp://twitter.com/AlHopper_http://twitter.com/LoriMorenohttp://twitter.com/MarkOrlanhttp://twitter.com/imacswebhttp://twitter.com/JeffreyJKingmanhttp://twitter.com/GregOrtbachhttp://twitter.com/elizabethtraubhttp://twitter.com/AB_BizAdvisorshttp://twitter.com/HollyChessmanhttp://twitter.com/MarshaCollierhttp://twitter.com/shashibhttp://twitter.com/JeffreyJKingmanhttp://twitter.com/tburgess57http://twitter.com/tburgess57http://twitter.com/JeffreyJKingmanhttp://twitter.com/shashibhttp://twitter.com/MarshaCollierhttp://twitter.com/HollyChessmanhttp://twitter.com/AB_BizAdvisorshttp://twitter.com/elizabethtraubhttp://twitter.com/GregOrtbachhttp://twitter.com/JeffreyJKingmanhttp://twitter.com/imacswebhttp://twitter.com/MarkOrlanhttp://twitter.com/LoriMorenohttp://twitter.com/AlHopper_http://twitter.com/imacswebhttp://twitter.com/zacharyjeanshttp://twitter.com/eisconsultinghttp://twitter.com/imacswebhttp://twitter.com/AdoptAboxhttp://twitter.com/fmislehttp://twitter.com/AB_BizAdvisorshttp://twitter.com/VickieMacFaddenhttp://twitter.com/imacswebhttp://twitter.com/MarshaCollierhttp://twitter.com/AlHopper_http://twitter.com/ABHurethttp://twitter.com/JeffreyJKingmanhttp://twitter.com/RebelBrown


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opportunities to sabotage their employer and customer expense

#custserv

2013-05-29 1:29 am VickieMacFadden @MarkOrlan that's when I ask them about the weather and their fave

pizza. #custserv

2013-05-29 1:29 am ImMarkBernhardt RT @AB_BizAdvisors: @MarshaCollier A3. Impatience/ignorance.

There's nothing worse than a #custserv rep who "can't be bothered"

Recipe for \\u2026

2013-05-29 1:29 am AlHopper_ RT @JeffreyJKingman: RT @GregOrtbach: Q4: What are some

performance standards to set for your front line employees? #custser2013-05-29 1:29 am SouthwestAir @LoriMoreno\\u00a0@MarshaCollier We can get on board with that,

Lori! :) #custserv ^BT

2013-05-29 1:29 am HollyChessman So agree! RT @zacharyjeans: A3: Arrogance is the worst personality

trait. #custserv

2013-05-29 1:29 am MarshaCollier VERY much so (Tech reps often do this) RT @HollyChessman: A3 A

superiority complex is a complete turnoff in a customer service rep

#custserv

2013-05-29 1:29 am elizabethtraub @lorimoreno @MarshaCollier @SouthwestAir Lori this is such a

sweet tweet. #custserv

2013-05-29 1:29 am BH_Social A3 Perhaps the most dangerous trait a rep can have is lack of faith in

their organization #custserv2013-05-29 1:29 am MarkOrlan A4: best performance standard? ...use common sense. #custserv

2013-05-29 1:29 am GailZahtz And raving fans are a pendant @ValaAfshar @KnowledgeBishop

@Hyken #custserv

2013-05-29 1:30 am AlHopper_ It's #Halftime! Raise a #custserv toast to all of us and in honor of

#Zappos

2013-05-29 1:30 am JeffreyJKingman A4 Borrow "mise en place" from culinary. Know your ingredients,

tools, methods. Have ready for shift. Just "do". #custserv

2013-05-29 1:30 am AlHopper_ A4 Really popular: First call Resolution #custserv

2013-05-29 1:30 am ChanelFrancine RT @drnatalie: I think #custserv ==> customer success department -

but that's just my 2 cents... #mktgactionchat

2013-05-29 1:30 am EButtsCPA arrogance. no question. RT @MarshaCollier: Q3 --> What personalitytraits most negatively affect customers? #custserv

2013-05-29 1:30 am ValaAfshar Strong service organizations develop balanced performance

scorecards for front line employees. #custserv

2013-05-29 1:30 am HollyChessman @MarkOrlan Oh ugh! So obviously false and ANNOYING!!! #custserv

2013-05-29 1:30 am GregOrtbach Cheers! I'll drink to @southwest RT @AlHopper_: It's #Halftime!

Raise a #custserv toast to all of us and in honor of #Zappos

2013-05-29 1:30 am Brainzooming RT @wbendle: 6 Simple Steps to Achieving Exceptional Customer

Experiences http://t.co/F3rjKDYZxx - #CRM #CEM #CustServ

#CustExp

2013-05-29 1:30 am Coombs_Stephen RT @ValaAfshar: Customer satisfaction is a score. Customer loyalty

is a feeling. @Hyken #custserv2013-05-29 1:30 am EButtsCPA halftime already? #custserv

2013-05-29 1:30 am LovelyLu A4 Performance standards - Listen to the customer always, don't

react - stick to facts, quick resolution. #CustServ

2013-05-29 1:30 am ImMarkBernhardt That type won't "just work here" very long... MT @VickieMacFadden:

A3 the "pass the buck" type. The "I just work here" type. #custserv

2013-05-29 1:30 am elizabethtraub I like this. RT @drnatalie: I think #custserv ==> customer success

department - but that's just my 2 cents... #mktgactionchat

2013-05-29 1:30 am MarkOrlan Yes, but doesn't work so well in Social Media > RT @AlHopper_: A4
http://twitter.com/VickieMacFaddenhttp://twitter.com/ImMarkBernhardthttp://twitter.com/AlHopper_http://twitter.com/SouthwestAirhttp://twitter.com/HollyChessmanhttp://twitter.com/MarshaCollierhttp://twitter.com/elizabethtraubhttp://twitter.com/BH_Socialhttp://twitter.com/MarkOrlanhttp://twitter.com/GailZahtzhttp://twitter.com/AlHopper_http://twitter.com/JeffreyJKingmanhttp://twitter.com/AlHopper_http://twitter.com/ChanelFrancinehttp://twitter.com/EButtsCPAhttp://twitter.com/ValaAfsharhttp://twitter.com/HollyChessmanhttp://twitter.com/GregOrtbachhttp://twitter.com/Brainzoominghttp://twitter.com/Coombs_Stephenhttp://twitter.com/EButtsCPAhttp://twitter.com/LovelyLuhttp://twitter.com/ImMarkBernhardthttp://twitter.com/elizabethtraubhttp://twitter.com/MarkOrlanhttp://twitter.com/MarkOrlanhttp://twitter.com/elizabethtraubhttp://twitter.com/ImMarkBernhardthttp://twitter.com/LovelyLuhttp://twitter.com/EButtsCPAhttp://twitter.com/Coombs_Stephenhttp://twitter.com/Brainzoominghttp://twitter.com/GregOrtbachhttp://twitter.com/HollyChessmanhttp://twitter.com/ValaAfsharhttp://twitter.com/EButtsCPAhttp://twitter.com/ChanelFrancinehttp://twitter.com/AlHopper_http://twitter.com/JeffreyJKingmanhttp://twitter.com/AlHopper_http://twitter.com/GailZahtzhttp://twitter.com/MarkOrlanhttp://twitter.com/BH_Socialhttp://twitter.com/elizabethtraubhttp://twitter.com/MarshaCollierhttp://twitter.com/HollyChessmanhttp://twitter.com/SouthwestAirhttp://twitter.com/AlHopper_http://twitter.com/ImMarkBernhardthttp://twitter.com/VickieMacFadden


14/37

Really popular: First call Resolution #custserv

2013-05-29 1:30 am complexified #custserv A3: indifference. Front line is there to serve, solve, soothe.

2013-05-29 1:30 am AlHopper_ My starting #coffee has gone cold, that means it's a great hour!

#custserv

2013-05-29 1:31 am SuperGlueMom RT @elizabethtraub: I like this. RT @drnatalie: I think #custserv ==>

customer success department - but that's just my 2 cents...

#mktgacti\\u2026

2013-05-29 1:31 am LoriMoreno I #love your #custserv & wouldn't miss even flying! @MarshaCollier

@LoriMoreno Thank you for stopping by (while on @SouthwestAir)#custserv

2013-05-29 1:31 am mike_nunes A3) As a personality trait: lack of empathy. If your arrogant but walk

the talk, i.e. a really good doctor. I'll keep coming back! #custserv

2013-05-29 1:31 am RachelLoAr RT @ValaAfshar: Frontline customer service employees must be

knowledgeable, accountable, and results oriented. #custserv

2013-05-29 1:31 am HollyChessman @AlHopper_ L'Chayim! #custserv

2013-05-29 1:31 am shashib RT @GregOrtbach: Cheers! I'll drink to @southwest RT @AlHopper_

It's #Halftime! Raise a #custserv toast to all of us and in honor of

#Zapp\\u2026

2013-05-29 1:31 am seventhman RT @GregOrtbach: Cheers! Ill drink to @southwest RT @AlHopper_

Its #Halftime! Raise a #custserv toast to all of us and in honor of#Zappos

2013-05-29 1:31 am elizabethtraub @drnatalie Imagine if we answered the phones "Hello would you like

our Customer Success Department." everyone would be calling in.

#custserv

2013-05-29 1:31 am MarkOrlan @VickieMacFadden I won't even go there. #custserv

2013-05-29 1:31 am VickieMacFadden Hire nice people. I can train you basics, standards, etc...but I usually

can't train you to be nice. #custserv

2013-05-29 1:31 am AlHopper_ RT @HollyChessman: @AlHopper_ LChayim! #custserv

2013-05-29 1:31 am LoriMoreno Heading to #LA Great flight so far! #travel RT @SouthwestAir

@LoriMoreno @MarshaCollier We can get on board with that Lori! :)

#custserv ^BT2013-05-29 1:32 am BH_Social A4 reps should be interested in #CSAT but aspiring for 100% cust

understanding. Cant please all but they should understand WHY

#custserv

2013-05-29 1:32 am elizabethtraub @drnatalie Yes we met at NMX nice to see you too. #custserv

2013-05-29 1:32 am GregOrtbach So nice to have you with us tonight @drnatalie ! #custserv

2013-05-29 1:32 am DTNEtiquette Negative #custserv = talk w/no follow-thru & lack of authenticity -

empathy can't be faked!

2013-05-29 1:32 am MarkOrlan Is it half-time alreacy? RT @AlHopper_: RT @HollyChessman:

@AlHopper_ LChayim! #custserv

2013-05-29 1:32 am LovelyLu Cheers! #CustServ

2013-05-29 1:32 am ABHuret BOOM! MT @MarkOrlan: Worst is when speaking to someone in CalCenter of 3rd world country who wants u to believe he/she is local.

#custserv

2013-05-29 1:32 am MarshaCollier RT @GregOrtbach: Q4: What are some performance standards to se

for your front line employees? #custserv

2013-05-29 1:32 am AlHopper_ so said the scheduled tweet ;0) RT @MarkOrlan: Is it half-time

alreacy? RT @AlHopper_: RT @HollyChessman: @AlHopper_

LChayim! #custserv

2013-05-29 1:32 am HollyChessman @MarkOrlan @AlHopper_ I know - it goes by fast, doesn't it???
http://twitter.com/complexifiedhttp://twitter.com/AlHopper_http://twitter.com/SuperGlueMomhttp://twitter.com/LoriMorenohttp://twitter.com/mike_nuneshttp://twitter.com/RachelLoArhttp://twitter.com/HollyChessmanhttp://twitter.com/shashibhttp://twitter.com/seventhmanhttp://twitter.com/elizabethtraubhttp://twitter.com/MarkOrlanhttp://twitter.com/VickieMacFaddenhttp://twitter.com/AlHopper_http://twitter.com/LoriMorenohttp://twitter.com/BH_Socialhttp://twitter.com/elizabethtraubhttp://twitter.com/GregOrtbachhttp://twitter.com/DTNEtiquettehttp://twitter.com/MarkOrlanhttp://twitter.com/LovelyLuhttp://twitter.com/ABHurethttp://twitter.com/MarshaCollierhttp://twitter.com/AlHopper_http://twitter.com/HollyChessmanhttp://twitter.com/HollyChessmanhttp://twitter.com/AlHopper_http://twitter.com/MarshaCollierhttp://twitter.com/ABHurethttp://twitter.com/LovelyLuhttp://twitter.com/MarkOrlanhttp://twitter.com/DTNEtiquettehttp://twitter.com/GregOrtbachhttp://twitter.com/elizabethtraubhttp://twitter.com/BH_Socialhttp://twitter.com/LoriMorenohttp://twitter.com/AlHopper_http://twitter.com/VickieMacFaddenhttp://twitter.com/MarkOrlanhttp://twitter.com/elizabethtraubhttp://twitter.com/seventhmanhttp://twitter.com/shashibhttp://twitter.com/HollyChessmanhttp://twitter.com/RachelLoArhttp://twitter.com/mike_nuneshttp://twitter.com/LoriMorenohttp://twitter.com/SuperGlueMomhttp://twitter.com/AlHopper_http://twitter.com/complexified


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#custserv

2013-05-29 1:33 am shashib #custserv Best conversation

2013-05-29 1:33 am MarshaCollier Me too! @GregOrtbach Cheers! I'll drink to @southwest RT

@AlHopper_:#Halftime! Raise a #custserv toast to all of us and in

honor of #Zappos

2013-05-29 1:33 am ABHuret Halftime?? What shall I hoist tonight? Hmmm .... feeling like

something better than iced tea tonight. #custserv

2013-05-29 1:33 am ideabloke 2 people I didn't get to meet at #NMX --> RT @elizabethtraub:

@drnatalie Yes we met at NMX nice to see you too. #custserv2013-05-29 1:33 am GregOrtbach Long Island? RT @ABHuret: Halftime?? What shall I hoist tonight?

Hmmm .... feeling like something better than iced tea tonight.

#custserv

2013-05-29 1:33 am AlHopper_ @ABHuret take a trip to long island... #custserv

2013-05-29 1:33 am zacharyjeans RT @HollyChessman: So agree! RT @zacharyjeans: A3: Arrogance

is the worst personality trait. #custserv

2013-05-29 1:33 am billquiseng A4: Smile, eye contact, Fifteen-five rule. Common sense but not

common practice. #custserv

2013-05-29 1:33 am MarkOrlan What conversation?...it's a free-for-all! RT @shashib: #custserv Best

conversation

2013-05-29 1:33 am MarshaCollier @ABHuret Iced tea from the Island of Long Island? #custserv2013-05-29 1:34 am drnatalie RT @ideabloke: 2 people I didn't get to meet at #NMX --> RT

@elizabethtraub: @drnatalie Yes we met at NMX nice to see you too

#custserv

2013-05-29 1:34 am imagenytrabajo RT @shashib: #custserv is a people business. You have to love

people.

2013-05-29 1:34 am GregOrtbach LOL - well timed Sir! RT @AlHopper_: @ABHuret take a trip to long

island... #custserv

2013-05-29 1:34 am elizabethtraub @ideabloke @drnatalie ducking and hiding Randy. Can NOT imagine

how that happened. #custserv

2013-05-29 1:34 am LovelyLu @ABHuret Spiked iced tea? #CustServ

2013-05-29 1:34 am MarshaCollier @LovelyLu You're on my wavelength! #custserv2013-05-29 1:34 am drnatalie RT @elizabethtraub: @ideabloke @drnatalie ducking and hiding

Randy. Can NOT imagine how that happened. #custserv

2013-05-29 1:34 am coffeers RT @AlHopper_: My starting #coffee has gone cold, that means it's a

great hour! #custserv

2013-05-29 1:34 am shashib @MarshaCollier @ABHuret what do you want? #custserv

2013-05-29 1:34 am TheJillT A4: Strong expectations that ensure engagement, efficiency, and

compliance with company policies. #custserv

2013-05-29 1:34 am ss_becker RT @ValaAfshar: Frontline customer service employees must be

knowledgeable, accountable, and results oriented. #custserv

2013-05-29 1:35 am AlHopper_ I think I might need a trip to NY after tonight... #custserv

2013-05-29 1:35 am LovelyLu Cheers! ;-) RT @MarshaCollier: @LovelyLu Youre on my wavelength#CustServ

2013-05-29 1:35 am GregOrtbach #custserv dilemma: Using microwave to heat up coffee will interrupt

my WIFI. #choices @alhopper_

2013-05-29 1:35 am BH_Social I guess it's a "good problem" when the chat is moving too quickly to

catch each post in #custserv

2013-05-29 1:35 am JeffreyJKingman @drnatalie Natalie - are you staying out of trouble out there in the

West? #custserv

2013-05-29 1:35 am ABHuret @LovelyLu @GregOrtbach @MarshaCollier @Al_hopper Long
http://twitter.com/shashibhttp://twitter.com/MarshaCollierhttp://twitter.com/ABHurethttp://twitter.com/ideablokehttp://twitter.com/GregOrtbachhttp://twitter.com/AlHopper_http://twitter.com/zacharyjeanshttp://twitter.com/billquisenghttp://twitter.com/MarkOrlanhttp://twitter.com/MarshaCollierhttp://twitter.com/drnataliehttp://twitter.com/imagenytrabajohttp://twitter.com/GregOrtbachhttp://twitter.com/elizabethtraubhttp://twitter.com/LovelyLuhttp://twitter.com/MarshaCollierhttp://twitter.com/drnataliehttp://twitter.com/coffeershttp://twitter.com/shashibhttp://twitter.com/TheJillThttp://twitter.com/ss_beckerhttp://twitter.com/AlHopper_http://twitter.com/LovelyLuhttp://twitter.com/GregOrtbachhttp://twitter.com/BH_Socialhttp://twitter.com/JeffreyJKingmanhttp://twitter.com/ABHurethttp://twitter.com/ABHurethttp://twitter.com/JeffreyJKingmanhttp://twitter.com/BH_Socialhttp://twitter.com/GregOrtbachhttp://twitter.com/LovelyLuhttp://twitter.com/AlHopper_http://twitter.com/ss_beckerhttp://twitter.com/TheJillThttp://twitter.com/shashibhttp://twitter.com/coffeershttp://twitter.com/drnataliehttp://twitter.com/MarshaCollierhttp://twitter.com/LovelyLuhttp://twitter.com/elizabethtraubhttp://twitter.com/GregOrtbachhttp://twitter.com/imagenytrabajohttp://twitter.com/drnataliehttp://twitter.com/MarshaCollierhttp://twitter.com/MarkOrlanhttp://twitter.com/billquisenghttp://twitter.com/zacharyjeanshttp://twitter.com/AlHopper_http://twitter.com/GregOrtbachhttp://twitter.com/ideablokehttp://twitter.com/ABHurethttp://twitter.com/MarshaCollierhttp://twitter.com/shashib


16/37

Island? Geez, want to kill me? Just got back from my boot camp

class! ; ) #custserv

2013-05-29 1:35 am ImMarkBernhardt Q4: What are some performance standards to set for your front line

employees? #custserv | A: Listen, think, speak -- in that order.

2013-05-29 1:35 am GregOrtbach Was going to answer 2morrow RT @BH_Social: I guess it's a "good

problem" when the chat is moving too quickly to catch each post in

#custserv

2013-05-29 1:35 am AlHopper_ @GregOrtbach be a man, drink it cold... puts hair on your hea... ches

#custserv2013-05-29 1:35 am bizcommunicator Just noticed and stopping by this chat... Good discussion. #CustServ

2013-05-29 1:35 am MarshaCollier Qr5 --> How can you evaluate the efficacy of your front line

employees? r#custserv

2013-05-29 1:36 am AlHopper_ RT @MarshaCollier: Qn5 --> How can you evaluate the efficacy of

your front line employees? n#custserv

2013-05-29 1:36 am GregOrtbach RT @MarshaCollier: Q5 --> How can you evaluate the efficacy of you

front line employees? n#custserv

2013-05-29 1:36 am tburgess57 @GregOrtbach @alhopper_ use the stove? #custserv

2013-05-29 1:36 am elizabethtraub @gregortbach @ABHuret That is one of my favorites. Long Island Ice

teas on the house. #custserv

2013-05-29 1:36 am drnatalie what do U think? :-) RT @JeffreyJKingman: @drnatalie Natalie - areyou staying out of trouble out there in the West? #custserv

2013-05-29 1:36 am LoriMoreno @MarshaCollier Honey! @curtbuthman told me to come to #custserv

even while flying 38,000 feet high on @SouthWestAir #travel

2013-05-29 1:36 am ABHuret @LovelyLu I'll keep you posted ... definitely not spiked. But I have

some ideas. Stay tuned! ; ) #CustServ

2013-05-29 1:36 am complexified #custserv A4: knowledge standards; listening & comprehension;

communication skills standards; patience under pressure.

2013-05-29 1:36 am ValaAfshar The biggest influence on customer loyalty is first contact closure -

solve problems, quickly. #custserv

2013-05-29 1:36 am LovelyLu @abhuret LOL they are killers! @GregOrtbach @MarshaCollier

@Al_Hopper #CustServ2013-05-29 1:36 am MarshaCollier @bizcommunicator Nice to see you! We've been doing #custserv

every Tuesday since 2009. Welcome!

2013-05-29 1:36 am JeffreyJKingman RT @MarshaCollier: Q5 --> How can you evaluate the efficacy of you

front line employees? #custserv

2013-05-29 1:36 am MarkOrlan A5: Ask your customers! RT @MarshaCollier: Qn5 --> How can you

evaluate the efficacy of your front line employees? n#custserv

2013-05-29 1:36 am JeffreyJKingman @drnatalie I'm not answering that.. :P #custserv

2013-05-29 1:36 am bizcommunicator RT @VickieMacFadden: Hire nice people. I can train you basics,

standards, etc...but I usually can't train you to be nice. #custserv

2013-05-29 1:36 am HollyChessman Good advice for life in general RT @ImMarkBernhardt: #custserv | A:

Listen, think, speak -- in that order.2013-05-29 1:37 am MarshaCollier @complexified All excellent points! #custserv

2013-05-29 1:37 am ABHuret @MarshaCollier Nope ... from the Island of @Lipton, I think! Lol! ; )

#custserv

2013-05-29 1:37 am FlyingPhotog A4: Do what's right, treat customers as you live by the Golden Rule /

not necessarily by the "rule book." #custserv

2013-05-29 1:37 am elizabethtraub @bloggab Kind of double dipping here as I have been in #custserv

and dear @socksinthedisco invited me over to #bloggab so I say

hello.
http://twitter.com/ImMarkBernhardthttp://twitter.com/GregOrtbachhttp://twitter.com/AlHopper_http://twitter.com/bizcommunicatorhttp://twitter.com/MarshaCollierhttp://twitter.com/AlHopper_http://twitter.com/GregOrtbachhttp://twitter.com/tburgess57http://twitter.com/elizabethtraubhttp://twitter.com/drnataliehttp://twitter.com/LoriMorenohttp://twitter.com/ABHurethttp://twitter.com/complexifiedhttp://twitter.com/ValaAfsharhttp://twitter.com/LovelyLuhttp://twitter.com/MarshaCollierhttp://twitter.com/JeffreyJKingmanhttp://twitter.com/MarkOrlanhttp://twitter.com/JeffreyJKingmanhttp://twitter.com/bizcommunicatorhttp://twitter.com/HollyChessmanhttp://twitter.com/MarshaCollierhttp://twitter.com/ABHurethttp://twitter.com/FlyingPhotoghttp://twitter.com/elizabethtraubhttp://twitter.com/elizabethtraubhttp://twitter.com/FlyingPhotoghttp://twitter.com/ABHurethttp://twitter.com/MarshaCollierhttp://twitter.com/HollyChessmanhttp://twitter.com/bizcommunicatorhttp://twitter.com/JeffreyJKingmanhttp://twitter.com/MarkOrlanhttp://twitter.com/JeffreyJKingmanhttp://twitter.com/MarshaCollierhttp://twitter.com/LovelyLuhttp://twitter.com/ValaAfsharhttp://twitter.com/complexifiedhttp://twitter.com/ABHurethttp://twitter.com/LoriMorenohttp://twitter.com/drnataliehttp://twitter.com/elizabethtraubhttp://twitter.com/tburgess57http://twitter.com/GregOrtbachhttp://twitter.com/AlHopper_http://twitter.com/MarshaCollierhttp://twitter.com/bizcommunicatorhttp://twitter.com/AlHopper_http://twitter.com/GregOrtbachhttp://twitter.com/ImMarkBernhardt


17/37

2013-05-29 1:37 am mike_nunes RT @MarshaCollier: Q5 --> How can you evaluate the efficacy of you

front line employees? n#custserv

2013-05-29 1:37 am AlHopper_ made the party bigger #custserv RT @RoyAtkinson: Tonight's

Groaner: A very small cocktail - a martiny

2013-05-29 1:37 am MarkOrlan Very good metric > RT @ValaAfshar: The biggest influence on

customer loyalty is first contact closure - solve problems, quickly.

#custserv

2013-05-29 1:37 am drnatalie Also teaching during the day... UCLA course in LA

...http://t.co/ToZrZCKpCZ #CMO #custserv #mktgactionchat #SMROI2013-05-29 1:37 am tburgess57 @elizabethtraub @gregortbach @ABHuret we all need a trip to long

island #custserv

2013-05-29 1:37 am GregOrtbach Ouch! RT @AlHopper_: @GregOrtbach be a man, drink it cold... puts

hair on your hea... chest #custserv http://t.co/pWNSvjRN2a

2013-05-29 1:37 am JeffreyJKingman BOOM RT @MarkOrlan: A5: Ask your customers! RT

@MarshaCollier: Q5 --> How can you evaluate the efficacy of your

front line? #custserv

2013-05-29 1:37 am BH_Social A5 Key KPIs of front line reps are 1st contact resolution, csat, return

business & reduction of FAQs #custserv

2013-05-29 1:38 am elizabethtraub Nothing is worse to run into RT @hollychessman: So agree! RT

@zacharyjeans: A3: Arrogance is the worst personality trait.#custserv

2013-05-29 1:38 am complexified @RoyAtkinson #custserv refreshing fresh-brewed peach-berry iced

tea with strawberry slices and orange twist.

2013-05-29 1:38 am ABHuret @elizabethtraub @bloggab What happened to dance with the one

who brought you? Lol! ; ) #custserv

2013-05-29 1:38 am LovelyLu A5 Listen, retention, repeat sales. #CustServ

2013-05-29 1:38 am eisconsulting Listen to the customers. Always listen to the customers. They will tell

of efficacy and a bit of everything else, ;) #custserv

2013-05-29 1:38 am AlHopper_ @GregOrtbach if only i had a quicker photo taker. i'll share mine later

#custserv

2013-05-29 1:38 am elizabethtraub My trip is downstairs in the kitchen. LOL RT @tburgess57:@elizabethtraub @GregOrtbach @ABHuret we all need a trip to long

island #custserv

2013-05-29 1:38 am BH_Social Companies need to monitor what questions keep being asked on fron

line to check for MSG problem #custserv

2013-05-29 1:38 am ideabloke Marsha, whatever happened? Did I black out? RT @MarshaCollier:

@ideabloke i don't believe we got together wither! #custserv

2013-05-29 1:38 am rebeccajtiffany RT @ValaAfshar: Lack of accountability hurts customer service. "dea

customer, it's our problem until it's no longer yours." #custserv

2013-05-29 1:38 am GregOrtbach New #custserv shampoo. Easy-to-follow directions: RT @LovelyLu:

A5 Listen, retention, repeat sales. #CustServ

2013-05-29 1:38 am MarkOrlan Well, your customers are the best judges. Internal evaluation is toooften biased. @JeffreyJKingman @MarshaCollier #custserv

2013-05-29 1:38 am MarshaCollier Send out a customer service questionnaire to your top customers

each month for feedback. Then ACT on responses #custserv

2013-05-29 1:38 am ImMarkBernhardt True. RT @HollyChessman: Good advice for life in general RT

ImMarkBernhardt: #custserv | A: Listen, think, speak -- in that order.

2013-05-29 1:38 am fmisle @JeffreyJKingman May I ask what kept you away from #custserv for

so long?

2013-05-29 1:39 am ABHuret Party? What party? MT @AlHopper_: made the party bigger RT
http://twitter.com/mike_nuneshttp://twitter.com/AlHopper_http://twitter.com/MarkOrlanhttp://twitter.com/drnataliehttp://twitter.com/tburgess57http://twitter.com/GregOrtbachhttp://twitter.com/JeffreyJKingmanhttp://twitter.com/BH_Socialhttp://twitter.com/elizabethtraubhttp://twitter.com/complexifiedhttp://twitter.com/ABHurethttp://twitter.com/LovelyLuhttp://twitter.com/eisconsultinghttp://twitter.com/AlHopper_http://twitter.com/elizabethtraubhttp://twitter.com/BH_Socialhttp://twitter.com/ideablokehttp://twitter.com/rebeccajtiffanyhttp://twitter.com/GregOrtbachhttp://twitter.com/MarkOrlanhttp://twitter.com/MarshaCollierhttp://twitter.com/ImMarkBernhardthttp://twitter.com/fmislehttp://twitter.com/ABHurethttp://twitter.com/ABHurethttp://twitter.com/fmislehttp://twitter.com/ImMarkBernhardthttp://twitter.com/MarshaCollierhttp://twitter.com/MarkOrlanhttp://twitter.com/GregOrtbachhttp://twitter.com/rebeccajtiffanyhttp://twitter.com/ideablokehttp://twitter.com/BH_Socialhttp://twitter.com/elizabethtraubhttp://twitter.com/AlHopper_http://twitter.com/eisconsultinghttp://twitter.com/LovelyLuhttp://twitter.com/ABHurethttp://twitter.com/complexifiedhttp://twitter.com/elizabethtraubhttp://twitter.com/BH_Socialhttp://twitter.com/JeffreyJKingmanhttp://twitter.com/GregOrtbachhttp://twitter.com/tburgess57http://twitter.com/drnataliehttp://twitter.com/MarkOrlanhttp://twitter.com/AlHopper_http://twitter.com/mike_nunes


18/37

@RoyAtkinson: Tonights Groaner: A very small cocktail - a martiny

#custserv

2013-05-29 1:39 am MarshaCollier @MarkOrlan Haha I was writing the same answer as you tweeted

#custserv

2013-05-29 1:39 am Eric_Halsey Exceptional Customer Experience \\u2013 Six Steps to Achieving

One by Woody Bendle http://t.co/UhQ53PvKTV via @sharethis

#custserv #GreatRead

2013-05-29 1:39 am MMillsATTY RT @MarshaCollier: Send out a customer service questionnaire to

your top customers each month for feedback. Then ACT onresponses #custserv

2013-05-29 1:39 am mayhemstudios Hello @MarshaCollier and friends! @ideabloke @shashib

@elizabethtraub @drnatalie :) #custserv

2013-05-29 1:39 am AdoptAbox RT @MarshaCollier: Send out a customer service questionnaire to

your top customers each month for feedback. Then ACT on

responses #custserv

2013-05-29 1:39 am GregOrtbach @AlHopper_ It may be one I prepared earlier. ;) #custserv

2013-05-29 1:39 am ABHuret @tburgess57 @elizabethtraub @GregOrtbach Any time! I'm in NYC.

Good time of year for the Hamptons! #CustServ

2013-05-29 1:39 am FlyingPhotog A5: Complaints & praises from customers are the best way to

measure front line employee effectiveness. #custserv2013-05-29 1:39 am HollyChessman @ValaAfshar When issues can't be solved with 1st contact I want to

know you understand my issue & keep me informed of progress

#custserv

2013-05-29 1:39 am VickieMacFadden @complexified sounds delish! #custserv

2013-05-29 1:39 am tburgess57 @elizabethtraub @elizabethtraub @GregOrtbach @ABHuret make

one for all of us #custserv

2013-05-29 1:39 am GregOrtbach Q6: What are some ways to ensure you hire the RIGHT employees

for the front line? #custserv

2013-05-29 1:39 am BH_Social RT @MarshaCollier: Send out a customer service questionnaire to


responses #custserv2013-05-29 1:39 am drnatalie hello to YOU! RT @mayhemstudios: Hello @MarshaCollier and

friends! @ideabloke @shashib @elizabethtraub @drnatalie :)

#custserv

2013-05-29 1:39 am LoriMoreno RT @MarshaCollier Send out a customer service questionnaire to


responses #custserv

2013-05-29 1:39 am billquiseng Right on the mark! @JeffreyJKingman @MarkOrlan. Efficacy is what

the customers says it is, more importantly how they FEEL it is.

#custserv

2013-05-29 1:39 am JeffreyJKingman @fmisle I completed a 90 day social media cleansing fast. :) Except

on LinkedIn. #custserv2013-05-29 1:39 am MarkOrlan Great thoughts have no distance barriers :) RT @MarshaCollier:

@MarkOrlan Haha I was writing the same answer as you tweeted

#custserv

2013-05-29 1:39 am zacharyjeans RT @GregOrtbach: Q6: What are some ways to ensure you hire the

RIGHT employees for the front line? #custserv

2013-05-29 1:39 am MarshaCollier @mayhemstudios Nice to see you stopping by #custserv @ideabloke

@shashib @elizabethtraub @drnatalie

2013-05-29 1:39 am ideabloke Calvin, buddy! RT @mayhemstudios: Hello @MarshaCollier and
http://twitter.com/MarshaCollierhttp://twitter.com/Eric_Halseyhttp://twitter.com/MMillsATTYhttp://twitter.com/mayhemstudioshttp://twitter.com/AdoptAboxhttp://twitter.com/GregOrtbachhttp://twitter.com/ABHurethttp://twitter.com/FlyingPhotoghttp://twitter.com/HollyChessmanhttp://twitter.com/VickieMacFaddenhttp://twitter.com/tburgess57http://twitter.com/GregOrtbachhttp://twitter.com/BH_Socialhttp://twitter.com/drnataliehttp://twitter.com/LoriMorenohttp://twitter.com/billquisenghttp://twitter.com/JeffreyJKingmanhttp://twitter.com/MarkOrlanhttp://twitter.com/zacharyjeanshttp://twitter.com/MarshaCollierhttp://twitter.com/ideablokehttp://twitter.com/ideablokehttp://twitter.com/MarshaCollierhttp://twitter.com/zacharyjeanshttp://twitter.com/MarkOrlanhttp://twitter.com/JeffreyJKingmanhttp://twitter.com/billquisenghttp://twitter.com/LoriMorenohttp://twitter.com/drnataliehttp://twitter.com/BH_Socialhttp://twitter.com/GregOrtbachhttp://twitter.com/tburgess57http://twitter.com/VickieMacFaddenhttp://twitter.com/HollyChessmanhttp://twitter.com/FlyingPhotoghttp://twitter.com/ABHurethttp://twitter.com/GregOrtbachhttp://twitter.com/AdoptAboxhttp://twitter.com/mayhemstudioshttp://twitter.com/MMillsATTYhttp://twitter.com/Eric_Halseyhttp://twitter.com/MarshaCollier


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#custserv

2013-05-29 1:39 am AlHopper_ @GregOrtbach I should start doing that... but that would require

planning #custserv

2013-05-29 1:39 am seventhman RT @BH_Social: Companies need to monitor what questions keep

being asked on front line to check for MSG problem #custserv

2013-05-29 1:40 am JeffreyJKingman RT @GregOrtbach: Q6: What are some ways to ensure you hire the


2013-05-29 1:40 am TheJillT A4: Oberve interactions with customers and ask for customerfeedback through surveys. #custserv

2013-05-29 1:40 am elizabethtraub RT @marshacollier: Send out a customer service questionnaire to


responses #custserv

2013-05-29 1:40 am shashib Nice to see you all @mayhemstudios: Hello @MarshaCollier and


#custserv"

2013-05-29 1:40 am AlHopper_ RT @JeffreyJKingman: RT @GregOrtbach: Q6: What are some ways

to ensure you hire the RIGHT employees for the front line? #custserv

2013-05-29 1:40 am ValaAfshar A more robust measure of net promoter score is a good starting point

to measure front line service quality. #custserv2013-05-29 1:40 am ImMarkBernhardt RT @MarkOrlan: Well, your customers are the best judges. Internal

evaluation is too often biased. @JeffreyJKingman @MarshaCollier

#custserv

2013-05-29 1:40 am GregOrtbach Many thanks to the #custserv community for question RT's

2013-05-29 1:40 am MarkOrlan @billquiseng customer perceptions are all that matter. #custserv

2013-05-29 1:40 am tburgess57 @ABHuret @elizabethtraub @GregOrtbach I meant Long Island the

drink :) #custserv

2013-05-29 1:40 am elizabethtraub @marshacollier When I was first in business I feared doing this. But

then learned so much from my customer's. #custserv

2013-05-29 1:40 am seventhman A6 Ask the right questions.. You don't simply hire those who fit

skill-wise, but personality-wise too #custserv2013-05-29 1:40 am AlHopper_ RT @GregOrtbach: Many thanks to the #custserv community for

question RT's

2013-05-29 1:40 am MarshaCollier RT @GregOrtbach: Q6: What are some ways to ensure you hire the


2013-05-29 1:40 am drnatalie @MarshaCollier love your picture!! you look marvelous! #custserv !

2013-05-29 1:41 am SMacLaughlin RT @ValaAfshar: The biggest influence on customer loyalty is first

contact closure - solve problems, quickly. #custserv

2013-05-29 1:41 am mike_nunes A5) If using NPS make sure there's specific question about each step

Sales, Call Center, Service. etc. #custserv

2013-05-29 1:41 am FlyingPhotog A6 Make sure they're trained by people who are passionate about

your mission, not just going through the motions. #custserv2013-05-29 1:41 am QRoyale21 RT @GregOrtbach: Q6: What are some ways to ensure you hire the


2013-05-29 1:41 am ImMarkBernhardt Q6: What are some ways to ensure you hire the RIGHT employees

for the front line? #custserv | A: Hire on personality, train on detail.

2013-05-29 1:41 am elizabethtraub Hello there. Nice to see you too. @shashib @mayhemstudios

@MarshaCollier @ideabloke @drnatalie #custserv

2013-05-29 1:41 am bizcommunicator "@MarshaCollier We've been doing #custserv every Tuesday since

2009. Welcome!" > on my calendar now!
http://twitter.com/AlHopper_http://twitter.com/seventhmanhttp://twitter.com/JeffreyJKingmanhttp://twitter.com/TheJillThttp://twitter.com/elizabethtraubhttp://twitter.com/shashibhttp://twitter.com/AlHopper_http://twitter.com/ValaAfsharhttp://twitter.com/ImMarkBernhardthttp://twitter.com/GregOrtbachhttp://twitter.com/MarkOrlanhttp://twitter.com/tburgess57http://twitter.com/elizabethtraubhttp://twitter.com/seventhmanhttp://twitter.com/AlHopper_http://twitter.com/MarshaCollierhttp://twitter.com/drnataliehttp://twitter.com/SMacLaughlinhttp://twitter.com/mike_nuneshttp://twitter.com/FlyingPhotoghttp://twitter.com/QRoyale21http://twitter.com/ImMarkBernhardthttp://twitter.com/elizabethtraubhttp://twitter.com/bizcommunicatorhttp://twitter.com/bizcommunicatorhttp://twitter.com/elizabethtraubhttp://twitter.com/ImMarkBernhardthttp://twitter.com/QRoyale21http://twitter.com/FlyingPhotoghttp://twitter.com/mike_nuneshttp://twitter.com/SMacLaughlinhttp://twitter.com/drnataliehttp://twitter.com/MarshaCollierhttp://twitter.com/AlHopper_http://twitter.com/seventhmanhttp://twitter.com/elizabethtraubhttp://twitter.com/tburgess57http://twitter.com/MarkOrlanhttp://twitter.com/GregOrtbachhttp://twitter.com/ImMarkBernhardthttp://twitter.com/ValaAfsharhttp://twitter.com/AlHopper_http://twitter.com/shashibhttp://twitter.com/elizabethtraubhttp://twitter.com/TheJillThttp://twitter.com/JeffreyJKingmanhttp://twitter.com/seventhmanhttp://twitter.com/AlHopper_


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2013-05-29 1:41 am AlHopper_ RT @FlyingPhotog: A6 Make sure they're trained by people who are

passionate about your mission, not just going through the motions

#custserv

2013-05-29 1:41 am MarkOrlan HT Lyle Lovett? RT @drnatalie: @MarshaCollier love your picture!!

you look marvelous! #custserv !

2013-05-29 1:41 am drnatalie How many companies know what their customers think? REALLY

think? do they ask? http://t.co/q0rzlLS6lq #mktgactionchat #custserv

2013-05-29 1:41 am AlHopper_ sweet! RT @bizcommunicator: "@MarshaCollier We've been doing

#custserv every Tuesday since 2009. Welcome!" > on my calendarnow!

2013-05-29 1:41 am VickieMacFadden Hire nice people. The ones who are compelled to tell you "I'm a

people person" scare me. Should be obvious! #custserv

2013-05-29 1:41 am LoriMoreno @MarshaCollier @mayhemstudios @ideabloke @shashib

@elizabethtraub @drnatalie @curtbuthman WOW Gang all here!

#custserv

2013-05-29 1:41 am LovelyLu A6 Throw out some scenarios to see how they would handle it.

#CustServ

2013-05-29 1:42 am zacharyjeans a8: Take your candidates out for happy hour. That can tell you more

than any screening effort. #custserv

2013-05-29 1:42 am ValaAfshar Net promoter score is no longer a sufficient measure - serviceorganizations will migrate to social promoter score. #custserv

2013-05-29 1:42 am MarshaCollier #custserv move? RT @mattceni When @united redesigned website,

didn't it just ask top 10% of frequent fliers? Looked @ the key

customer

2013-05-29 1:42 am ideabloke A6: Hire more for character, not so much for skill. #custserv

2013-05-29 1:42 am GregOrtbach A6: Gregory P. Smith recommends using Personality Profiles as part

of the recruitment process. I'll share link at the end. #custserv

2013-05-29 1:42 am HollyChessman RT @LovelyLu: A6 Throw out some scenarios to see how they would

handle it. #CustServ

2013-05-29 1:42 am BH_Social A6 if an applicant can't describe how they diffused a personal conflict

they'll never be able to effectively resolve a customer's #custserv2013-05-29 1:42 am AlHopper_ tools and skills can be taught RT @ideabloke: A6: Hire more for

character, not so much for skill. #custserv

2013-05-29 1:42 am ideabloke Full house! RT @LoriMoreno: @MarshaCollier @mayhemstudios

@shashib @elizabethtraub @drnatalie @curtbuthman WOW Gang a

here! #custserv

2013-05-29 1:42 am MarshaCollier I like this idea--> RT @LovelyLu: A6 Throw out some scenarios to se

how they would handle it. #CustServ RT @zacharyjeans: a8: Take your candidates out for happy
http://twitter.com/AlHopper_http://twitter.com/MarkOrlanhttp://twitter.com/drnataliehttp://twitter.com/AlHopper_http://twitter.com/VickieMacFaddenhttp://twitter.com/LoriMorenohttp://twitter.com/LovelyLuhttp://twitter.com/zacharyjeanshttp://twitter.com/ValaAfsharhttp://twitter.com/MarshaCollierhttp://twitter.com/ideablokehttp://twitter.com/GregOrtbachhttp://twitter.com/HollyChessmanhttp://twitter.com/BH_Socialhttp://twitter.com/AlHopper_http://twitter.com/ideablokehttp://twitter.com/MarshaCollierhttp://twitter.com/seventhmanhttp://twitter.com/JeffreyJKingmanhttp://twitter.com/zacharyjeanshttp://twitter.com/JustinFlitterhttp://twitter.com/bizcommunicatorhttp://twitter.com/ideablokehttp://twitter.com/ideablokehttp://twitter.com/bizcommunicatorhttp://twitter.com/JustinFlitterhttp://twitter.com/zacharyjeanshttp://twitter.com/JeffreyJKingmanhttp://twitter.com/seventhmanhttp://twitter.com/MarshaCollierhttp://twitter.com/ideablokehttp://twitter.com/AlHopper_http://twitter.com/BH_Socialhttp://twitter.com/HollyChessmanhttp://twitter.com/GregOrtbachhttp://twitter.com/ideablokehttp://twitter.com/MarshaCollierhttp://twitter.com/ValaAfsharhttp://twitter.com/zacharyjeanshttp://twitter.com/LovelyLuhttp://twitter.com/LoriMorenohttp://twitter.com/VickieMacFaddenhttp://twitter.com/AlHopper_http://twitter.com/drnataliehttp://twitter.com/MarkOrlanhttp://twitter.com/AlHopper_


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hour. That can tell you more than any screening effort. #custserv

2013-05-29 1:42 am shashib @zacharyjeans good idea #custserv

2013-05-29 1:43 am jes_48 RT @OMG_Jessica_G: RT guys! #Looking #Career #Atlanta

#Stockbrige #Georgia #HotelManagment #FrontDesk #Apartment

#Leasing #Agent #CustServ\\u2026

2013-05-29 1:43 am elizabethtraub @gregortbach I used those and they were very helpful. I will look

forward to seeing the one you have. #custserv

2013-05-29 1:43 am VickieMacFadden @zacharyjeans how long do you schedule for interviews??!!

#custserv2013-05-29 1:43 am mike_nunes A6) Trial and Error?? #custserv

2013-05-29 1:43 am billquiseng A6: What @VickieMacFadden and ImMarkBernhardt said. It's a lot

easier to hire nice people than it is to train people to be nice.

#custserv

2013-05-29 1:43 am mike_nunes RT @MarshaCollier: I like this idea--> RT @LovelyLu: A6 Throw out

some scenarios to see how they would handle it. #CustServ


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2013-05-29 1:44 am JeffreyJKingman Problem with asking customers - you disturb the results. Unsolicited

discovery leads to 99% purity on what your customers think #custserv

2013-05-29 1:44 am curtbuthman @marshacollier I love you! #WillYouMarryMe


23/37

Jello to my favorite foodie hopper. #custserv

2013-05-29 1:45 am jmspool @MarshaCollier I like using a variation of the Gallup CE11 to

measure emotional engagement of customers. Works really well.

#CustServ

2013-05-29 1:45 am FlyingPhotog RT @MarkOrlan: A6: too often, #custserv dept just has spots to fill, so

they don't spend the proper time evaluating the new hires...shame!

2013-05-29 1:45 am TedCurtin Should be so obvious Bill! RT @billquiseng Smile, eye contact,

Fifteen-five rule. Common sense but not common practice. #custserv

2013-05-29 1:45 am ideabloke I believe most would find that to be part of the charm, Greg!@GregOrtbach #custserv

2013-05-29 1:45 am shashib Tweetosal :-) "@curtbuthman: @marshacollier I love you!

#WillYouMarryMe RT @curtbuthman: @marshacollier I love you!

#WillYouMarryMe


24/37

@marshacollier I love you! #WillYouMarryMe RT @curtbuthman:

@marshacollier I love you! #WillYouMarryMe > #custserv

2013-05-29 1:47 am EButtsCPA congrats!! lol RT @MarshaCollier: Um, uh, YES @curtbuthman - I wil

MARRY YOU! #custserv2013-05-29 1:47 am shashib RT @Mr_Fastbucks: .#custserv chat will now pause while

@MarshaCollier picks herself off the floor. Please stand by.

2013-05-29 1:47 am LoriMoreno #LOVE XOX RT @MarshaCollier Um, wow!! OMG RT

@curtbuthman: @marshacollier I love you! #WillYouMarryMe


25/37

you! #WillYouMarryMe


26/37

@curtbuthman just got engaged! #Engagement #custserv

2013-05-29 1:48 am AlHopper_ RT @curtbuthman: THANKS!!! i love you :) @MarshaCollier: Um, uh

YES @curtbuthman - I will MARRY YOU! #custserv #WillYouMarryM

2013-05-29 1:48 am TJMcCue RT @MarshaCollier: Send out a customer service questionnaire to


responses #custserv

2013-05-29 1:48 am JessicaGottlieb RT @curtbuthman: @marshacollier I love you! #WillYouMarryMe


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@MarshaCollier Um, uh, YES @curtbuthman - I will MARRY YOU!

#custserv

2013-05-29 1:49 am shashib RT @mattceni: WOOOT! CONGRATS YOU TWO! HAPPY NEWS!

RT @MarshaCollier: Um, uh, YES @curtbuthman - I will MARRY

YOU! #custserv

2013-05-29 1:49 am Mr_Fastbucks Twitpic? -> RT @MarshaCollier: Sorry for the delay - @curtbuthman

just brought the ring into my office #custserv

2013-05-29 1:49 am ideabloke Tweet of the day --> RT @curtbuthman: THANKS!!! i love you :)

@MarshaCollier: Um, uh, YES @curtbuthman - I will MARRY YOU!#custserv

2013-05-29 1:49 am AlHopper_ no apologies for something like that! RT @MarshaCollier: Sorry for

the delay - @curtbuthman just brought the ring into my office

#custserv

2013-05-29 1:49 am HollyChessman @MarshaCollier @curtbuthman CONGRATULATIONS!!!!!!!!!!! Mazel

Tov and hugs to you both!!!! #custserv

2013-05-29 1:49 am shashib RT @LovelyLu: How romantic!!! RT @curtbuthman @MarshaCollier I

love you! #WillYouMarryMe RT @MarshaCollier: Sorry for the

delay - @curtbuthman just brought the ring into my office #custserv

2013-05-29 1:50 am angie_seattle She said YES. RT: @MarshaCollier Um, wow!! OMG RT

@curtbuthman: @marshacollier I love you! #WillYouMarryMe

#custserv http://t.co/a44rcNSYvl

2013-05-29 1:50 am bettervideo Wow, did that really just happen? #custserv

2013-05-29 1:50 am tburgess57 @elizabethtraub @abhuret @MarshaCollier @curtbuthman this is a
http://twitter.com/shashibhttp://twitter.com/Mr_Fastbuckshttp://twitter.com/ideablokehttp://twitter.com/AlHopper_http://twitter.com/HollyChessmanhttp://twitter.com/shashibhttp://twitter.com/LovelyLuhttp://twitter.com/elizabethtraubhttp://twitter.com/VickieMacFaddenhttp://twitter.com/billquisenghttp://twitter.com/zacharyjeanshttp://twitter.com/MarkOrlanhttp://twitter.com/ABHurethttp://twitter.com/stephaniescotthttp://twitter.com/SmoosieQhttp://twitter.com/ideablokehttp://twitter.com/MarshaCollierhttp://twitter.com/mike_nuneshttp://twitter.com/action_jayhttp://twitter.com/ImMarkBernhardthttp://twitter.com/shashibhttp://twitter.com/angie_seattlehttp://twitter.com/bettervideohttp://twitter.com/tburgess57http://twitter.com/tburgess57http://twitter.com/bettervideohttp://twitter.com/angie_seattlehttp://twitter.com/shashibhttp://twitter.com/ImMarkBernhardthttp://twitter.com/action_jayhttp://twitter.com/mike_nuneshttp://twitter.com/MarshaCollierhttp://twitter.com/ideablokehttp://twitter.com/SmoosieQhttp://twitter.com/stephaniescotthttp://twitter.com/ABHurethttp://twitter.com/MarkOrlanhttp://twitter.com/zacharyjeanshttp://twitter.com/billquisenghttp://twitter.com/VickieMacFaddenhttp://twitter.com/elizabethtraubhttp://twitter.com/LovelyLuhttp://twitter.com/shashibhttp://twitter.com/HollyChessmanhttp://twitter.com/AlHopper_http://twitter.com/ideablokehttp://twitter.com/Mr_Fastbuckshttp://twitter.com/shashib


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chat that will be hard to top #custserv

2013-05-29 1:50 am eisconsulting RT @mayhemstudios: YAY!!! :) RT @MarshaCollier: Um, uh, YES

@curtbuthman - I will MARRY YOU! #WillYouMarryMe ~

Yeeeeessss!!! LOL!! #custserv

2013-05-29 1:50 am HollyChessman RT @AlHopper_: This is the best chat EVAH!!!!! Congratulations to

@MarshaCollier and @curtbuthman !!!!!!!!!! #custserv

2013-05-29 1:50 am LoriMoreno YES YES YES 2 #LOVE XOX @curtbuthman RT @MarshaCollier

@LoriMoreno @kim YES, YES I said YES #custserv

2013-05-29 1:50 am JeffreyJKingman @MarshaCollier and @curtbuthman - this is a long time coming..almost since start of #custserv.. Congrats to both of you :))))))))

#custserv

2013-05-29 1:50 am MarshaCollier RT @LoriMoreno: YES YES YES 2 #LOVE XOX @curtbuthman RT

@MarshaCollier @LoriMoreno @kim YES, YES I said YES #custserv

2013-05-29 1:50 am JulieSpira @MarshaCollier @curtbuthman Wishing you much love and joy.

#custserv #WillYouMarryMe CONGRATULATIONS. #love you both!

2013-05-29 1:50 am HollyChessman RT @MarshaCollier: Sorry for the delay - @curtbuthman just brought

the ring into my office #custserv

2013-05-29 1:50 am tsbandito @MarshaCollier @curtbuthman He brought it in? Now that's good

#custserv

2013-05-29 1:50 am elizabethtraub RT @lorimoreno: SHE SAID YES!!!!!!!!!!!! YAY! 4 #LOVE RT@MarshaCollier Um, uh, YES @curtbuthman - I will MARRY YOU!

#custserv

2013-05-29 1:50 am JessicaGottlieb @AmericanAir @MarshaCollier @curtbuthman so does this end the

#custserv chat portion of the evening?

2013-05-29 1:50 am mike_nunes RT @JeffreyJKingman: @MarshaCollier and @curtbuthman - this is a

long time coming.. almost since start of #custserv.. Congrats to both

of y\\u2026

2013-05-29 1:50 am LoriMoreno RT @EButtsCPA: This is amazing :D RT @MarshaCollier:

@LoriMoreno @kim YES, YES I said YES #custserv

2013-05-29 1:50 am AlHopper_ Yes, it really happened here on #custserv! RT @fmisle: @AlHopper_

I am confused. Very confused. Are they really engaging?2013-05-29 1:50 am WendyWings RT @curtbuthman: @marshacollier I love you! #WillYouMarryMe


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#CMO #MktgA\\u2026

2013-05-29 1:50 am MarkOrlan OK, I was having fun yesterday in #mmchat, but #custserv chat just

beat them hands down!

2013-05-29 1:51 am tburgess57 @elizabethtraub @jeffreyjkingman break out the drinks and toast

#custserv

2013-05-29 1:51 am GregOrtbach "I do" ;) RT @MarshaCollier: I apologize for messing up #custserv

chat - will you forgive me?

2013-05-29 1:51 am curtbuthman Epic!!! @ABHuret: . @Minute_Rice has graciously given us RICE to

shower the newly engaged couple!!! #custserv2013-05-29 1:51 am AlHopper_ YES! RT @MarshaCollier: I apologize for messing up #custserv chat

will you forgive me?

2013-05-29 1:51 am imacsweb @MarshaCollier I MISSED IT @curtbuthman #backontheair #custserv

2013-05-29 1:51 am seventhman @bettervideo wow... can't believe it either, but glad to be here ;)

#custserv

2013-05-29 1:51 am shashib RT @JulieSpira: @MarshaCollier @curtbuthman Wishing you much

love and joy. #custserv #WillYouMarryMe CONGRATULATIONS.

#love you both!

2013-05-29 1:51 am elizabethtraub OMENGAGED! RT @tburgess57: @elizabethtraub @ABHuret

@MarshaCollier @curtbuthman this is a chat that will be hard to top

#custserv2013-05-29 1:51 am JeffreyJKingman RT @webAssistca: RT @GregOrtbach: Please join us in raising a

#custserv glass to @MarshaCollier & @Curtbuthman Congrats!!!!

#custserv

2013-05-29 1:51 am EButtsCPA I'll give you a pass this time RT @AlHopper_: YES! RT

@MarshaCollier: I apologize for messing up #custserv chat - will you

forgive me?

2013-05-29 1:51 am HollyChessman @zacharyjeans You are not kidding! It's AMAZING and so

wonderful!!!!! @curtbuthman @MarshaCollier #custserv

2013-05-29 1:51 am imacsweb RT @GregOrtbach: "I do" ;) RT @MarshaCollier: I apologize for

messing up #custserv chat - will you forgive me?

2013-05-29 1:51 am complexified #custserv A6: interview the person. Check with past employers. Askthe right question to go deep on attitude, commitment, communication

2013-05-29 1:51 am ideabloke Not messing up. Enhancing!! :p RT @MarshaCollier: I apologize for

messing up #custserv chat - will you forgive me? #custserv

2013-05-29 1:51 am JessEtheridge RT @curtbuthman: @marshacollier I love you! #WillYouMarryMe RT @MarshaCollier: I apologize

for messing up #custserv chat - will you forgive me?

2013-05-29 1:51 am ScottMTownsend RT @MarshaCollier: A2 -- Enthusiasm, Product knowledge, ability to

connect with the customer #custserv

2013-05-29 1:51 am waynedixon RT @MarshaCollier: Um, uh, YES @curtbuthman - I will MARRY

YOU! #custserv2013-05-29 1:51 am BH_Social 1) Did that just happen? 2) Isn't that more a #marketing chat than

#custserv? Congrats @MarshaCollier

2013-05-29 1:51 am ABHuret #Twitter history is made! @marshacollier + @CurtButhman met here

and he just proposed LIVE on --> #custserv

2013-05-29 1:51 am tburgess57 @zacharyjeans @curtbuthman @MarshaCollier I agree. One of the

best Twitter moments #custserv

2013-05-29 1:51 am WendyWings RT @MarshaCollier: Um, uh, YES @curtbuthman - I will MARRY

YOU! #custserv
http://twitter.com/MarkOrlanhttp://twitter.com/tburgess57http://twitter.com/GregOrtbachhttp://twitter.com/curtbuthmanhttp://twitter.com/AlHopper_http://twitter.com/imacswebhttp://twitter.com/seventhmanhttp://twitter.com/shashibhttp://twitter.com/elizabethtraubhttp://twitter.com/JeffreyJKingmanhttp://twitter.com/EButtsCPAhttp://twitter.com/HollyChessmanhttp://twitter.com/imacswebhttp://twitter.com/complexifiedhttp://twitter.com/ideablokehttp://twitter.com/JessEtheridgehttp://twitter.com/Mr_Fastbuckshttp://twitter.com/ScottMTownsendhttp://twitter.com/waynedixonhttp://twitter.com/BH_Socialhttp://twitter.com/ABHurethttp://twitter.com/tburgess57http://twitter.com/WendyWingshttp://twitter.com/WendyWingshttp://twitter.com/tburgess57http://twitter.com/ABHurethttp://twitter.com/BH_Socialhttp://twitter.com/waynedixonhttp://twitter.com/ScottMTownsendhttp://twitter.com/Mr_Fastbuckshttp://twitter.com/JessEtheridgehttp://twitter.com/ideablokehttp://twitter.com/complexifiedhttp://twitter.com/imacswebhttp://twitter.com/HollyChessmanhttp://twitter.com/EButtsCPAhttp://twitter.com/JeffreyJKingmanhttp://twitter.com/elizabethtraubhttp://twitter.com/shashibhttp://twitter.com/seventhmanhttp://twitter.com/imacswebhttp://twitter.com/AlHopper_http://twitter.com/curtbuthmanhttp://twitter.com/GregOrtbachhttp://twitter.com/tburgess57http://twitter.com/MarkOrlan


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2013-05-29 1:51 am AlHopper_ RT @ABHuret: #Twitter history is made! @marshacollier +

@CurtButhman met here and he just proposed LIVE on --> #custserv

2013-05-29 1:51 am elizabethtraub Awesome RT @juliespira: @MarshaCollier @curtbuthman Wishing

you much love and joy. #custserv #WillYouMarryMe

CONGRATULATIONS. #love you...

2013-05-29 1:51 am mike_nunes RT @MarshaCollier: Um, wow!! OMG RT @curtbuthman:

@marshacollier I love you! #WillYouMarryMe #custserv

2013-05-29 1:51 am imacsweb RT @ImMarkBernhardt: Congratulations! RT @MarshaCollier: Um,

uh, YES @curtbuthman - I will MARRY YOU! #custserv

2013-05-29 1:52 am angie_seattle That's hard to beat. Congrats! @MarshaCollier @curtbuthman

#custserv

2013-05-29 1:52 am GregOrtbach RT @ABHuret: #Twitter history is made! @marshacollier +


.

2013-05-29 1:52 am LoriMoreno RT @MarshaCollier: Sorry for the delay - @curtbuthman just brought

the ring into my office #custserv

2013-05-29 1:52 am curtbuthman TY\\u2026 :) @ImMarkBernhardt: Congratulations! RT@MarshaCollier: Um, uh, YES @curtbuthman - I will MARRY YOU!

#custserv

2013-05-29 1:52 am LoriMoreno RT @MarshaCollier: Um, uh, YES @curtbuthman - I will MARRY

YOU! #custserv

2013-05-29 1:52 am ABHuret #RonR : ) RT @BH_Social: 1) Did that just happen? 2) Isnt that more

a #marketing chat than #custserv? Congrats @MarshaCollier

#custserv

2013-05-29 1:52 am JeffreyJKingman Hashtag is gonna blow up now Marsha.. @MarshaCollier

@curtbuthman #custserv

2013-05-29 1:52 am AB_BizAdvisors @MarshaCollier @curtbuthman congratulations to both of you!!!

#custserv2013-05-29 1:52 am MarshaCollier RT @mayhemstudios: YAY!!! :) RT @MarshaCollier: Um, uh, YES

@curtbuthman - I will MARRY YOU! #WillYouMarryMe #custserv

2013-05-29 1:52 am MarkOrlan RT @ABHuret: #Twitter history is made! @marshacollier +


2013-05-29 1:52 am elizabethtraub Of course you are. I just wish we could pop some corks and toast RT

@marshacollier: I apologize for messing up #custserv chat - will you..

2013-05-29 1:52 am imacsweb @curtbuthman I told you to wait until I'm back!! Gosh darn it! :D

@MarshaCollier congrats sweetie! #custserv

2013-05-29 1:52 am VickieMacFadden RT @ABHuret: #Twitter history is made! @marshacollier +


2013-05-29 1:52 am HollyChessman @AlHopper_ @fmisle Yeah - took me a minute to realize that actuallyhappened. Awesomeness!!! #custserv

2013-05-29 1:52 am Wattyz RT @MarshaCollier Um, wow! OMG RT @curtbuthman:

@marshacollier I love you! #WillYouMarryMe


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#WillYouMarryMe #custserv htt\\u2026

2013-05-29 1:52 am BlondeBlogger RT @MarshaCollier: Um, wow!! OMG RT @curtbuthman:

@marshacollier I love you! #WillYouMarryMe


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2013-05-29 1:53 am TedCurtin Wow! @GregOrtbach Aren't you the #CustServ Matchmaker?!?! Well

Done @curtbuthman And Congrats @MarshaCollier! Big Hugs.

2013-05-29 1:53 am AlHopper_ @Zappos_Service Of course! It's a weekly tradition in #custserv

2013-05-29 1:53 am complexified RT @GregOrtbach: Please join us in raising a #custserv glass to

@MarshaCollier & @Curtbuthman Congrats!!!!

2013-05-29 1:53 am imacsweb RT @ABHuret: #Twitter history is made! @marshacollier +


2013-05-29 1:53 am MarshaCollier @elizabethtraub It is the real deal - maybe we can get #custserv

TRENDING tonight LOL2013-05-29 1:53 am mattceni @curtbuthman and @MarshaCollier have to say their wedding vows

in 140 characters now #custserv

2013-05-29 1:53 am curtbuthman Thanks :) @JulieSpira: @MarshaCollier @curtbuthman Wishing you

much love and joy. #custserv #WillYouMarryMe

CONGRATULATIONS. #love you both!

2013-05-29 1:54 am GregOrtbach @TedCurtin Join the party sir - I hear it's an open bar!!!

@curtbuthman @MarshaCollier #custserv

2013-05-29 1:54 am FlyingPhotog \\u201c@MarkOrlan: No consummation in #custserv chat though.

Leave that for DMs please.\\u201d LOL :)

2013-05-29 1:54 am MarshaCollier @AmericanAir w00t!! We WILL! #custserv (married on a plane)?

2013-05-29 1:54 am HollyChessman @MarshaCollier Wow! Wow! Wow! Sooooo happy for you!!! And soglad I am here for this! #custserv

2013-05-29 1:54 am LoriMoreno AWESOME! #LOVE RT @MarshaCollier Oh ...my! goodness ..thank

you ALL! #custserv (especially YOU @curtbuthman ) xoxoxox

2013-05-29 1:54 am elizabethtraub We were just talking drinks, too. RT @tburgess57: @elizabethtraub

@JeffreyJKingman break out the drinks and toast #custserv

2013-05-29 1:54 am shashib RT @mattceni: @curtbuthman and @MarshaCollier have to say their

wedding vows in 140 characters now #custserv

2013-05-29 1:54 am billquiseng Congratulations!!! RT @ABHuret: #Twitter history is made!

@marshacollier + @CurtButhman met here and he just proposed

LIVE on --> #custserv

2013-05-29 1:54 am LovelyLu Best diversion EVER! RT @MarshaCollier: nI apologize for messingup #custserv chat - will you forgive me?

2013-05-29 1:54 am imacsweb RT @mattceni: @curtbuthman and @MarshaCollier have to say their

wedding vows in 140 characters now #custserv

2013-05-29 1:54 am curtbuthman we only speak in 140 ha @mattceni: @curtbuthman and

@MarshaCollier have to say their wedding vows in 140 characters

now #custserv

2013-05-29 1:54 am elizabethtraub So sweet. RT @marshacollier: Um, uh, YES @curtbuthman - I will

MARRY YOU! #custserv

2013-05-29 1:54 am AlHopper_ RT @shashib: #custserv is really so engagin that @marshacollier and

@curtbuthman got engaged :-) right here

2013-05-29 1:54 am kim Ha! Smooth move by @curtbuthman. He ambushed her on the grind.@marshacollier #custserv #willyoumarryme

2013-05-29 1:54 am elizabethtraub This is amazing. RT @marshacollier: @elizabethtraub It is the real

deal - maybe we can get #custserv TRENDING tonight LOL

2013-05-29 1:54 am JJRiquelmeM RT @MarshaCollier: Oh ...my! goodness ..thank you ALL! #custserv

(especially YOU @curtbuthman ) xoxoxox

2013-05-29 1:54 am BarNoneGP I guess @pudrescu didn't have a big enough following.

@VirginAmerica #shameful #custserv #dead

2013-05-29 1:54 am MarshaCollier @LovelyLu Thank you *hugs* #custserv
http://twitter.com/TedCurtinhttp://twitter.com/AlHopper_http://twitter.com/complexifiedhttp://twitter.com/imacswebhttp://twitter.com/MarshaCollierhttp://twitter.com/mattcenihttp://twitter.com/curtbuthmanhttp://twitter.com/GregOrtbachhttp://twitter.com/FlyingPhotoghttp://twitter.com/MarshaCollierhttp://twitter.com/HollyChessmanhttp://twitter.com/LoriMorenohttp://twitter.com/elizabethtraubhttp://twitter.com/shashibhttp://twitter.com/billquisenghttp://twitter.com/LovelyLuhttp://twitter.com/imacswebhttp://twitter.com/curtbuthmanhttp://twitter.com/elizabethtraubhttp://twitter.com/AlHopper_http://twitter.com/kimhttp://twitter.com/elizabethtraubhttp://twitter.com/JJRiquelmeMhttp://twitter.com/BarNoneGPhttp://twitter.com/MarshaCollierhttp://twitter.com/MarshaCollierhttp://twitter.com/BarNoneGPhttp://twitter.com/JJRiquelmeMhttp://twitter.com/elizabethtraubhttp://twitter.com/kimhttp://twitter.com/AlHopper_http://twitter.com/elizabethtraubhttp://twitter.com/curtbuthmanhttp://twitter.com/imacswebhttp://twitter.com/LovelyLuhttp://twitter.com/billquisenghttp://twitter.com/shashibhttp://twitter.com/elizabethtraubhttp://twitter.com/LoriMorenohttp://twitter.com/HollyChessmanhttp://twitter.com/MarshaCollierhttp://twitter.com/FlyingPhotoghttp://twitter.com/GregOrtbachhttp://twitter.com/curtbuthmanhttp://twitter.com/mattcenihttp://twitter.com/MarshaCollierhttp://twitter.com/imacswebhttp://twitter.com/complexifiedhttp://twitter.com/AlHopper_http://twitter.com/TedCurtin


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2013-05-29 1:54 am HollyChessman Love it! RT @LovelyLu: @MarshaCollier Guess this means you'll

have to get married live during #CustServ

2013-05-29 1:54 am imacsweb RT @kim: Ha! Smooth move by @curtbuthman. He ambushed her on

the grind. @marshacollier #custserv #willyoumarryme

2013-05-29 1:54 am MarkOrlan @FlyingPhotog glad someone picked up on that :) #custserv

2013-05-29 1:54 am curtbuthman My bad too! (hehe) @MarshaCollier: I apologize for messing up

#custserv chat - will you forgive me?

2013-05-29 1:54 am BH_Social Next they'll buy a house together during #realtorchat and adopt a pet

during #woofchat (#custserv proposal)2013-05-29 1:55 am ImMarkBernhardt RT @kim: Ha! Smooth move by @curtbuthman. He ambushed her on

the grind. @marshacollier #custserv #willyoumarryme

2013-05-29 1:55 am veza RT @ValaAfshar: Often the best indicator of service quality is a

customer smile and sincere thank you. Be human and care more.

#custserv

2013-05-29 1:55 am ABHuret #Twitter History! RT @CurtButhman @marshacollier I love you!

#WillYouMarryMe


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2013-05-29 1:55 am elizabethtraub Everyone JOIN THE PARTY on #CustServ @marshacollier &

@curtbuthman just got ENGAGED LIVE on @TWITTER

2013-05-29 1:56 am LoriMoreno ... @MarshaCollier @curtbuthman These are my hood peeps and I

call this #custserv #LOVE LOL XOX

2013-05-29 1:56 am tburgess57 @curtbuthman @JulieSpira @MarshaCollier @curtbuthman

congratulations. Nothing but the best for you both #custserv

2013-05-29 1:56 am curtbuthman Thank you :) @angie_seattle: That's hard to beat. Congrats!

@MarshaCollier @curtbuthman #custserv

2013-05-29 1:56 am AlHopper_ Live tweet it! RT @HollyChessman: Love it! RT @LovelyLu:@MarshaCollier Guess this means you'll have to get married live

during #CustServ

2013-05-29 1:56 am hughsboo \\u2665 Congratulations ::)) "@MarshaCollier: Sorry for the delay -

@curtbuthman just brought the ring into my office #custserv"

2013-05-29 1:56 am AlHopper_ RT @GregOrtbach: Thanks so much for being part of this momentous

occasion. History has been made tonight on #custserv

2013-05-29 1:56 am MarshaCollier Well put--> RT @JessicaGottlieb: @AmericanAir @MarshaCollier

@curtbuthman so does this end the #custserv chat portion of the

evening?

2013-05-29 1:56 am IBP2dotcom RT @ValaAfshar: The biggest influence on customer loyalty is first

contact closure - solve problems, quickly. #custserv2013-05-29 1:56 am BH_Social So @marshacollier, you gonna let it slide he didn't save the link tip the

end of chat? #custserv http://t.co/6z1pEmJrVv

2013-05-29 1:56 am eisconsulting RT @kim: Ha! Smooth move by @curtbuthman. He ambushed her

grind. @marshacollier #custserv #willyoumarryme ~Goes down in the

books! #custserv

2013-05-29 1:56 am AlHopper_ RT @JamesMSama: Hadn't been in #custserv tonight but I just saw

@MarshaCollier & @curtbuthman got engaged so I wanted to say

congratulation\\u2026

2013-05-29 1:56 am ABHuret #Twitter History! RT @CurtButhman @marshacollier I love you!

#WillYouMarryMe #custserv

2013-05-29 1:56 am complexified @MarshaCollier congrats and best wishes for a long happy life

together! #custserv

2013-05-29 1:56 am HollyChessman RT @tburgess57: @mattceni @curtbuthman @MarshaCollier their

vows will include hashtags and they have to mention each other

#custserv2013-05-29 1:56 am drnatalie Here's our observations from the previous tweetchat - very

informative! worth the read: http://t.co/sQi6SkTckI #MktgActionChat

#custserv

2013-05-29 1:56 am poshbrood Ohmigosh!! FABULOUS! RT @mayhemstudios YAY!!! :) RT

@MarshaCollier: Um, uh, YES @curtbuthman - I will MARRY YOU!

#WillYouMarryMe #custserv

2013-05-29 1:56 am ABHuret .@katiecouric --> #Twitter History! RT @CurtButhman

@marshacollier I love you! #WillY

what skills are most valuable for front line customer service?

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