will social and mobile customer service put an end to the script?

7/28/2019 Will social and mobile customer service put an end to the script?

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#custservApril 2, 2013

2013-04-03 to 2013-04-03

757 Twitter search results

70 contributors

294 retweets 166 @replies 0 links

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Results include 0 tweets from our archive.

Roy Atkinson@CustServGreeter

Starts NOW: "Will social and mobile customer service put an end to the script?" #custserv"

Reply Retweet Favorite Follow

Russel Lolacher@RussLoL

Customer Support Professionals Share Their Tips on Using #Twitter Well http://t.co/wgcfZz1Naz via @B2Community#custserv"



Hello wonderful #custserv people!"



@AlHopper_ Good evening good sir! #custserv




Retweeted by Holly Chessman



@HollyChessman Welcome back, Holly! #custserv




Retweeted by Kate Nasser


Louise DiCarlo@LovelyLu

Good evening all. #CustServ"


Holly Chessman@HollyChessman@CustServGreeter Thank you sir! Glad to be here! #custserv


Karen Locker@KarenLocker

Hi All, I made it tonight, amazingly enough #custserv"


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Greg Ortbach@GregOrtbach

Good Tuesday evening #custserv!"


Faisal Misle@fmisle

Wow, time flies. Time for another great chat! #custserv"


Al Hopper@AlHopper_

@CustServGreeter Howdy do, kind sir? #custserv



@KarenLocker Welcome, Karen! #custserv


Al Hopper@AlHopper_

Good to see you, Karen! RT @KarenLocker: Hi All, I made it tonight, amazingly enough #custserv"


Holly Chessman@HollyChessman

@GregOrtbach Hello sir! #custserv



@KateNasser Hello, Kate! Welcome! #custserv



@CustServGreeter Hello Handsome ;-) #CustServ


Marsha Collier@MarshaCollier

Sorry I'm late #custserv. I was breaking up a duck fight! http://t.co/rMQxiTb4I5"



@LovelyLu Hi there, Lu! #custserv



Wonderful to see you Holly! RT @HollyChessman:@GregOrtbach Hello sir! #custserv"


Al Hopper@AlHopper_

Holly, how are you? RT @CustServGreeter: @HollyChessman Welcome back, Holly! #custserv #custserv"



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Zachary Jeans@zacharyjeans

A good #custserv evening to everyone!"



And to you, Greg! RT @GregOrtbach: Good Tuesday evening #custserv!"



@AlHopper_ Quite well, thanks you! #custserv



@zacharyjeans@LovelyLu@CustServGreeter@GregOrtbach@HollyChessman@fmisle@AlHopper_@GregOrtbach#custserv Howdy!



Good - no duck fighting! :) RT @MarshaCollier: Sorry I'm late #custserv. I was breaking up a duck fight! http://t.co/ImqOFR5kVc"



Tonight's #custserv chat will be archived with the past transcripts here http://t.co/jGitynOuNz"



@fmisle Here we are again! Good to see you. #custserv


Genesys@Genesyslab

Delighting Your Customers [Blog Post w/ #Webinar Registration] http://t.co/Ng5SWJ0rrJ by @jmaxball #custexp #custserv"

Retweeted by StudioG



Hi Marsha & all! @marshacollier@zacharyjeans@CustServGreeter@GregOrtbach@HollyChessman@fmisle@AlHopper_@GregOrtbach

#CustServ


Al Hopper@AlHopper_

& 2U RT @MarshaCollier:@zacharyjeans@LovelyLu@CustServGreeter@GregOrtbach@HollyChessman@fmisle@GregOrtbach

#custserv Howdy! #custserv"



@zacharyjeans Good evening and welcome! #custserv



What song best expresses #custserv chat for you?"



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@zacharyjeans Hey howdy and hello! #custserv


epiphany@eisconsulting

Checking out the #custserv chat for the first time!"



Please post links, news, deals and promotions during the LAST 5 minutes of#custserv chat. rWe strip all spam to keep pristine archives"


Gary May@imacsweb

@MarshaCollier me too!! #custserv



Welcome, welcome! Great to meet you! RT @eisconsulting: Checking out the #custserv chat for the first time!"



@MarshaCollier Hello there - so good to be here & to see you tonight! #custserv



@imacsweb Hi, Gary! #custserv


Kate Nasser@KateNasser

@eisconsulting Great to see you here! #custserv



@AlHopper_ All is good now that we have 2 kids on antibiotics for ear infections & everyone's feeling better #custserv"

Retweeted by Al Hopper



Have you connected with #custserv on LinkedIn? @CustServGreeter has the details and will be sharing them throughout the chat."



@LovelyLu Hellooooo! :) #custserv


Zahkia Marcela@zahkiasays

First timer at a #custserv chat! Would love to see what's it all about! :)@MarshaCollier"



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Al Hopper@AlHopper_

Sorry to hear about the kids not feeling well, but glad they are better! #custserv"



Tonight's topic: "Will social and mobile customer service put an end to the script?" r#custserv"



Welcome to Casa #CustServ. :) RT @eisconsulting:@CustServGreeter Our pleasure indeed! Thanks for the warm welcome!



Wow! Welcome! RT @zahkiasays: First timer at a #custserv chat! Would love to see what's it all about! :)@MarshaCollier"



Tonight's topic: "Will social and mobile customer service put an end to the script?" n#custserv"

Retweeted by Greg Ortbach


Shep Hyken@Hyken

Hello #Custserv tweetchaters! @MarshaCollier@CustservGreeter, @GregOrtbach and everyone else! #custserv"



@zahkiasays Welcome to #custserv!



@zahkiasays Welcome - it's a great & fast paced time @MarshaCollier#custserv



@zahkiasays Welcome! Be prepared for a fast hour of information and good fellowship! #custserv



Q1: As a customer, do you know when you are speaking/chatting with someone who is using a script? #custserv"



Tonight's topic: "Will social and mobile customer service put an end to the script?" #custserv"

Retweeted by Shep Hyken


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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@KateNasser: @eisconsulting Great to see you here! #custserv ~ Thanks so much! Your tweet peeked our interest!




Retweeted by Zachary Jeans


Shep Hyken@Hyken

Hello #Custserv tweetchaters! @MarshaCollier@CustservGreeter, @GregOrtbach and everyone else! #custserv"

Retweeted by Gary May


David Kirlew@DavidKirlew

@GregOrtbach yes I have #custserv@custservgreeter



@Hyken Hello, Shep! Welcome back. #custserv



@zahkiasays We love #newbies! #CustServ







The #custserv chat is like Daylight Savings Time. You may lose an hour but it's very enlightening!"



@CustServGreeter: Welcome to Casa #CustServ. :) ~ *curtsies* :)


Marsha Collier@MarshaCollierQ1: As a customer, do you know when you are speaking/chatting with someone who is using a script? #custserv ."




@AlHopper_ Me too! Looking forward to getting to sleep thru the night tonight - keep ur fingers crossed 4 me #custserv



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@DavidKirlew Hi, David - glad to see you back this evening. #custserv



A1: When isn't a #custserv speaking with a script!? ugh."






Gary May@imacsweb

@MarshaCollier A1: without question! #custserv #badpractice


Christoph Trappe@CTrappe

@MarshaCollier yes. #custserv


elizabeth traub@elizonthego

RT @hyken: RT @MarshaCollier: Q1: As a customer, do you know when you are speaking/chatting with someone who is using a script?

#custserv"



A1: When the conversation feels slightly disconnected. #Custserv"



@Hyken Hello Shep - glad you are here! #custserv


Faisal Misle@fmisle

A1: Yes, without doubt. #custserv"



Tonight's topic: "Will social and mobile customer service put an end to the script?" r#custserv

Retweeted by Christoph Trappe



@hollychessman Hi Holly :-) #custserv



@CTrappe Hi, Christoph! Welcome. #custserv


8/67

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Ben Lucier@benlucier

No way. RT @Desk: Fact: 53% of small businesses are using social media for cust service http://t.co/hG2fGg5xmH #socbiz #custserv


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"


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"



RT @hyken: RT @MarshaCollier: Q1: As a customer, do you know when you are speaking/chatting with someone who is using a script?

#custserv"



A1: Scripts are for actors. #custserv"




Retweeted by Roy Atkinson



A1: Whe my questions are "succinctly" repeated, then lots of extra, unnecessary words are part of the answer#custserv

"



A1 I think that no matter how skilled, you can tell when you are being given the 'script' #CustServ"


Al Hopper@AlHopper_

@HollyChessman You are in my prayers for a quiet night then! #custserv



You know it's a script when the next statement or question has nothing to do w/ what you just said! LOL ... #custserv"



A1 Yes. Yes. And Yes. #custserv"



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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"



A1: Scripts are for actors. #custserv"




A1. generally n #custserv"


Shep Hyken@Hyken

A1: Typically scripts are used for outbound telemarketers. That is when it is obvious. #custserv"



Kind of like jazz hands? RT @MarshaCollier: A1: ...lots of extra, unnecessary words are part of the answer #custserv"



Just joined? Tonight's topic: "Will social and mobile customer service put an end to the script?" #custserv"



Not reading a script but stating the message/answer in your own words is more powerful/meaningful. @MarshaCollier#custserv


Roy Atkinson@CustServGreeterJust joined? Tonight's topic: "Will social and mobile customer service put an end to the script?" #custserv ."




Tonight's topic: "Will social and mobile customer service put an end to the script?" r#custserv"

Retweeted by Caroline



A1 Absolutely. Typically the lack of sincerity and genuine concern is noted almost immediately. #custserv"


Al Hopper@AlHopper_

A1 So what I am hearing is that you think you hear a script? #custserv"



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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RT @marshacollier: A1: Whe my questions are "succinctly" repeated, then lots of extra, unnecessary words are part of the answer

#custserv"



Customer service is a dialogue; scripts are a monologue. Think people! #custserv"



Kind of like jazz hands? RT @MarshaCollier: A1: ...lots of extra, unnecessary words are part of the answer #custserv"




Let's hope RT @marshacollier: Tonight's topic: "Will social and mobile customer service put an end to the script?" n#custserv"



Not reading a script but stating the message/answer in your own words is more powerful/meaningful. @MarshaCollier#custserv"




A1: Scripts are for actors. #custserv c @hyken"



She's batting 1000 - RT @KateNasser: Customer service is a dialogue; scripts are a monologue. Think people! #custserv"



Pls. excuse hi vol tweets on my stream. Entering chat. #custserv"



Q2: As a customer: If a rep is using a script, does it help or hinder the conversation? #custserv"


Roy Atkinson@CustServGreeterYep. My script says so. RT @AlHopper_: A1 So what I am hearing is that you think you hear a script? #custserv"



Customer service is a dialogue; scripts are a monologue. Think people! #custserv"

Retweeted by Faisal Misle



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@AlHopper_ Thanks so much! I need all the prayers I can get! I'm pooped! :) #custserv







@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!


Al Hopper@AlHopper_

That would be off script tho! RT @KateNasser: Customer service is a dialogue; scripts are a monologue. Think people! #custserv"


Zahkia Marcela@zahkiasaysA1: Often. Though when I had to read a script for a job, I deviated often, and it was enoucraged. #custserv"







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"


Shaleen Shah@seventhman

Good evening! Never too late for a nice cup of#custserv"



That IS true RT @CTrappe: Not reading a script but stating the message/answer in your own words is more powerful/meaningful.

#custserv"



Putting taglines/scripts/etc. in your own words helps authenticity http://t.co/oELxe2gK7Y #custserv"




Retweeted by Marsha Collier



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Scripts say "we matter, you don't". Loyalty killer. #custserv"



Lol RT @AlHopper_: A1 So what I am hearing is that you think you hear a script? #custserv


Shep Hyken@Hyken

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"



A2: Generally for me, it's a hindrance. I have info I want to convey and generally don't like the basics. #custserv "



A1: Scripts are for actors. #custserv c @hyken#custserv"



Al Hopper@AlHopper_

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"



A1 Scripts show a greater concern for the employer vs the consumer. #custserv"


Greg Ortbach@GregOrtbachQ2: As a customer: If a rep is using a script, does it help or hinder the conversation? #custserv"




A2: Scripts say: "I'm not listening." #custserv"




I agree. RT @katenasser: Customer service is a dialogue; scripts are a monologue. Think people! #custserv"




Retweeted by epiphany



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Scripts hinder conversations because the conversation is missing one mind. #custserv"



A2: Scripts = "I'm not listening." #custserv"



A2: When a CSR is using a script, I feel like my issues are not being "heard" and understood - they are being "classified" #custserv"







@elizonthego Hello, Elizabeth - welcome. #custserv


Shep Hyken@Hyken

BANG! RT @eisconsulting: A1 Scripts show a greater concern for the employer vs the consumer. #custserv"



A2 People get tripped up when you ask something that isn't covered on the script #custserv"


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

"



Scripts say "we matter, you don't". Loyalty killer. #custserv"

Retweeted by Faisal Misle



I rebelled against a sales script once, and then had the highest sales volume. Hmmmm. #custserv"



A2 Depends on how well the script was written. Sometimes specific info is required for them to proceed. #custserv"



A2. It hinders. agents are fearful to go off script and takes longer for customer to get issue across #custserv"



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Boom! RT @KateNasser: Scripts hinder conversations because the conversation is missing one mind. #custserv"



A2 It only hinders the conversation if they are afraid to veer from the script. #CustServ"



A1: Yes - try having a small talk while the rep is reading the script.. You'll get your answer ;) #custserv"


Shep Hyken@Hyken

A2: Scripts get in the way of flexibility and creativity. #custserv"


Al Hopper@AlHopper_

A2 It hinders because I'm usually in a hurry but trying to be patient since I understand the unfortunate job requirement #custserv"



@OnAMissionAlex: Welcome, you are right #custserv


Faisal Misle@fmisle

A2: I am not listening and will provide canned answers. If its not helpful, not my problem. #custserv"


Gary May@imacsweb

@GregOrtbach A2: Hinders. Typically agents using scripts aren't listening for cues that aren't in sync w script. Waste of time #custserv



@seventhman Hello and welcome back! #custserv



@OnAMissionAlex So I guess if you're hiring #custserv agents, hire in Hollywood. per "Scripts are for actors."



A2 The script can prolong the conversation though, esp if the CSR is more concerned about it than you. #custserv"


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"




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"



RT @Hyken: A2: Scripts get in the way of flexibility and creativity. #custserv"




@MarshaCollier@imacsweb@hyken so many thoughts on "best practices". They change all the time nowadays. :) #custserv


Gary May@imacsweb

@fmisle Yup! #custserv



@OnAMissionAlex Welcome to the #custserv chat!


AlexTambascio@AlexTambascio

Taking a pass tonight thinking about you all serving up some primo #custserv"



yes RT @eisconsulting: A2 The script can prolong the conversation though, esp if the CSR is more concerned about it than you.

#custserv"



Welcome! RT @Vuact: Checking out the #custserv chat for the first time. Hoping to learn!"



TRUE! >> RT @Hyken: A2: Scripts get in the way of flexibility and creativity. #custserv"



@custservgreeter thank you. First time here. #custserv



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A2: Scripts hurt a personal connection, but helps with the call. I'd miss questions with out a script. But connection trumps all.

#custserv"


Kylene Beers@KyleneBeers

A2 Tchrs forced to use scripts find students are as (un)receptive as customer on phone listening to scripted sales calls. #custserv"



If it's scripted, it's a party line speech -- not *customer service. #custserv"



Welcome!! RT @Vuact: Checking out the #custserv chat for the first time. Hoping to learn!"


Al Hopper@AlHopper_

Too much so, except with #social #custserv RT @MarshaCollier:@AlHopper_ You must be a very patient customer"



@JessBayerDC I totally agree. I don't like overly scripted commercials - let alone #custserv :)



RT @ctrappe: Putting taglines/scripts/etc. in your own words helps authenticity http://t.co/8Esmp5Al7B #custserv



A2 Script often restricts true thought process of the CSR, which is NEVER beneficial. #custserv"



@AlexTambascio Come back when you can! #custserv



@CustServGreeter Thanks! Glad to be back.. missed a couple, I think. #custserv


Bruce Waltuck@complexified

Hi all... #custserv A1: absolutely know when scripted. Often lacks responsiveness to context of my comments/problem"



Companies need the script to see that employees are covering the bases and their back ends, so to speak. #custserv"



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@KyleneBeers Hello, Kylene! Welcome. #custserv



A2: when a CSR uses a script it limits their service ability and be a true CSR. Script can be a guide though #custserv"



Scripts tell the customer "we don't trust our reps." So why should the customer trust them? #custserv"


Desk.com@Desk

Fact: 53% of small businesses are using social media for customer service http://t.co/1NnHNVYmj3 #socbiz #custserv"

Retweeted by Vuact



@JessBayerDC Welcome to the #custserv chat!


Robi Ganguly@rganguly

A2: Scripts transform people into robots. Why limit your biggest asset: the human connection? #custserv"


Shep Hyken@Hyken

No flexibility w/ script. RT @eisconsulting: A2 Script often restricts true thought process of the CSR, which is NEVER beneficial.

#custserv"


Holly Chessman@HollyChessmanHeh! I knew I liked you before but now I like you even more :) RT @elizonthego: I like to trip them up. :-) #custserv



Q3: Does your company/organization use scripts when delivering service? #custserv"



A2 Scripts often leave consumers more frustrated. #custserv"



Tonight's topic: "Will social and mobile customer service put an end to the script?" #custserv"

Retweeted by Bruce Waltuck



@complexified Hi, Bruce! Welcome. #custserv



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Ben Lucier@benlucier

Fact: Statistics about social media, tweeted by companies selling social media tools, will be ridiculously inflated. #custserv"



#custserv RT @jamerz3294:@MarshaCollier Oh Hell yes! Usually within 3 words of their first sentence!"



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



Not all companies encourage that. RT @seventhman: TRUE! >> RT @Hyken: A2: Scripts get in the way of flexibility and creativity.

#custserv"



Q3: Does your company/organization use scripts when delivering service? #custserv ."




NEVER! RT @MarshaCollier: Q3: Does your company/organization use scripts when delivering service? #custserv"



@rganguly Hello, Robi - welcome! #custserv






Marsha Collier@MarshaCollierQ3: Does your company/organization use scripts when delivering service? #custserv"







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@marshacollier A3. On delivery and shipping yes, but with finesse and personality. #custserv




Retweeted by Robi Ganguly


Shep Hyken@Hyken

Ditto! RT @KateNasser: NEVER! RT @MarshaCollier: Q3: Does your company/organization use scripts when delivering service?

#custserv"




Retweeted by Shaleen Shah



Scripts are inefficient and costly. Customers immediately ask to "get to someone in authority." #custserv"


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


Holly Chessman@HollyChessmanA3 We use guidelines and conversation starters but not scripts #custserv"



A3 DEFINITE negative. We value our conversations w/ clients. It's irreplaceable interaction. #custserv"



A3: Scripts no. Check-lists: absolutely. Impersonal auto-follow-up survey links? No again - just ask them. #Custserv"



A3: No scripts, just principles & priorities. #custserv"



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"



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@hollychessman Well thanks. It's my first time here. I love this topic. #custserv



A3 We use scripts as a starting point - not as a end all, be all. #CustServ"



Yes - important to cover the bases. RT @HollyChessman: A3 We use guidelines and conversation starters but not scripts #custserv"



Scripts are inefficient and costly. Customers immediately ask to "get to someone in authority." #custserv"

Retweeted by Julie Hunt



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"



#custserv A2: imho, scripts impede progress in the more complex cases. Depends on customer needs, wants, expectations, options"


Al Hopper@AlHopper_

A3: There are limited 'guidelines' for some levels of service or departments. Many times driven by regulations #custserv"







A3: I ditched the script a very long time ago.. customer experience can't be scripted. #custserv"


Vuact@Vuact

So true! RT Stay engaged when interacting with the customer. At that moment, they are your most important customer. #custserv"



A3. no scripts in my world, I enjoy the conversations n #custserv"


David Tumbarello@DaveTumbarello

Love it KN!! > @KateNasser: Customer service is a dialogue; scripts are a monologue. Think people! #custserv #communication"


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Shep Hyken@Hyken

Great way to start w/ the customer. RT @HollyChessman: A3 We use guidelines and conversation starters but not scripts #custserv"



I agree! @imacsweb: A2: Hinders. Typically agents using scripts aren't listening for cues that aren't in sync w script. #custserv"



A3 It eliminates impromptu learning experiences and opportunities for their perspective. #custserv"



Always good to see you! RT @seventhman: A3: I ditched the script a very long time ago.. customer experience can't be scripted.

#custserv"



Scripts are a sidestep around great customer service training. #custserv"



#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"


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"


Social\u273dFly@ABHuret

Twitteratti: Please forgive the increased tweet volume during --> #CustServ"



A3: I ditched the script a very long time ago.. customer experience cant be scripted. #custserv"



Justin Scribner@justscribner

Scripts get in the way of flexibility and creativity. #custserv via: @Hyken



@DaveTumbarello Hello, David! Thanks for stopping by! #custserv



22/67

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I rebelled against a sales script once, and then had the highest sales volume. Hmmmm. #custserv"

Retweeted by Justin Scribner






Al Hopper@AlHopper_

That's what I love about being on the #social team! RT @KarenLocker: A3. no scripts in my world, I enjoy the conversations #custserv"



; ) #custserv"


Bruce Waltuck@complexified#custserv hi all... Good to be back. Bruce Waltuck, former head of process improvement at USDOL, HHS/SAMHSA, and head of trng

DRPA"



Oh I hate those! They're useless and annoying. RT @GregOrtbach: A3: Impersonal auto-follow-up survey links? No - just ask them.

#Custserv



A3 Agree w/ responses that scripts = poor customer service. If bad for business why would anyone ever think good for schools?

#custserv"



@fmisle Agreed. I wonder if CSR's think all customers start to sound like they're scripted too? #custserv



A3: Try not to use scripts. Just outlines of what the facts are. @MarshaCollier#custserv


Shep Hyken@Hyken

BANG! RT @eisconsulting: A1 Scripts show a greater concern for the employer vs the consumer. #custserv"Retweeted by Justin Scribner


Redsupanova@redsupanova

@MarshaCollier Unfriendly , unhelpful "service" means no sale then or ever! Money travels out the store. #custserv



23/67

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@fmisle I try to do just that, parse my question as if it is NOT on the script LOL #CustServ


Faisal Misle@fmisle

@zahkiasays how can you take any kind of scripts? imho, its impersonalizes service at any level #custserv



A3: Demanding the use of scripts denotes a lack of trust in the #custserv agent to do their job."



Scripts are illogical. Customer service hinges off listening not off what to say next. #custserv"



@justscribner Hi, Justin! Thanks for stopping in! #custserv


Gary May@imacsweb

@MarshaCollier A3: hell no #custserv



@GregOrtbach Thanks! Good to be back #custserv



@elizonthego This is a great chat - you'll love it #custserv



Nom nom! RT @ABHuret: ; ) #custserv"







@ABHuret Oh - and welcome! :) #custserv


Shep Hyken@Hyken

Great way to start w/ the customer. RT @HollyChessman: A3 We use guidelines and conversation starters but not scripts #custserv"




24/67

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A3 Dumb down the employee. Their usage doesn't teach the CSR to process information quickly or solve problems. #custserv"



@AlexTambascio Come back when you can! #custserv

Retweeted by AlexTambascio



#custserv A3: HHS agency and DRPA (transit/rail) used scripts, to cover fact-finding in majority of cases"



Thank-you Mr. Spock. :D RT @KateNasser: Scripts are illogical. Customer service hinges off listening not off what to say next.

#custserv"


Marsha Collier@MarshaCollier@eisconsulting that's part of the training and developing a good CSR, right? #custserv


Al Hopper@AlHopper_


25/67

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lack there of. Especially when hired out. RT @katenasser: Scripts are a sidestep around great customer service training. #custserv"


Shep Hyken@Hyken

POW! RT @KateNasser: Scripts are illogical. Customer service hinges off listening not off what to say next. #custserv"




@MarshaCollier Hello. I am parsing your question as if it's not in the script. :) #custserv



@complexified Welcome back #custserv



Q4: Are scripts necessary to keep reps on message and ask all the needed questions? #custserv"



@CustServGreeter funnyman #custserv



@AlexTambascio Looking forward to it! #custserv



Reps have far more emotional intelligence than any script. Think people! #custserv"



Yes! RT @hyken: POW! RT @KateNasser: Scripts are illogical. Customer service hinges off listening not off what to say next. #custserv"











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Stephen Abbott@SJAbbott

Sneaking in to #custserv tonight. I'll try to catch up."


Al Hopper@AlHopper_

My daughter just gave me awesome service: she brought me #halftime #coffee early! #custserv"



@MarshaCollier: @eisconsulting that's part of the training and developing a good CSR, right? #custserv ~ Absolutely!! #nailonthehead











A4 Scripts aren't as necessary as training and information are..... With proficiency there isn't need of a script. #CustServ"







A4 Scripts are not needed if you train your reps properly #custserv"



A4: StarWars, "stay on target" is a good thing unless you forget to watch what's happening & crash into the trench. #custserv"


Gary May@imacsweb

@GregOrtbach A4: Depends, at best. Scripts are great for training, then throw em out! #custserv



A4: On message? Sounds like a political campaign to me. Customer defines the message. #custserv"


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@Hyken OK--We've had a Bang, a Boom and a Pow. Holy #custserv , Batman!


Shep Hyken@Hyken

A4: Scripts can make great guidelines. A list of questions can do the same thing. #custserv"



Scripts = #CustServ for the lazy & cheap: When you hire people who don't understand company/prod/philosophy or can't think on their

feet"



@AlHopper_ Nice #custserv



@fmisle Almost every custserv channel I come in contact with uses them. I'd prefer personality, of course. Desensitized, I guess?

#custserv







A4 No. Effective training is necessary. If you train properly, they don't need the script. They KNOW it!#custserv

"



My last customer problem I went "off-script" and misquoted my own shipping time. #custserv"



Was it at 8:30? :-D RT @AlHopper_: My daughter just gave me awesome service: she brought me #halftime #coffee early! #custserv"



A4: Doesn't a really good CSR work from experience? and trust from their employer? Because they were trained? #custserv"



If call centers are using scripts to measure call quality... we can't do anything, right? #custserv"



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@imacsweb@Hyken I wonder if covering the base questions could be gamified in training scenarios? #custserv


Shep Hyken@Hyken

I love Batman! RT @CustServGreeter: @Hyken OK--Weve had a Bang, a Boom and a Pow. Holy #custserv , Batman! #custserv"







A4 I've started implementing "unscripts" for all departments. Covers core message, but intended to allow for individual style. #custserv"



@CustServGreeter Time flies #custserv



A4 Scripts serve a purpose when employees aren't empowered to think creatively and resolve issues #custserv"


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"


Roy Atkinson@CustServGreeter@Hyken As do we all. :) #custserv



A4 Guidelines are great but no customer wants to feel like they are talking to a robot #custserv"






Shep Hyken@Hyken

A4: Scripts can make great guidelines. A list of questions can do the same thing. #custserv"




Don't train them from scripts. Train reps to think from compassion & critical thinking. #custserv"


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A4 Scripts are not needed if you train your reps properly #custserv"

Retweeted by Christoph Trappe



Thanks Faisal - so glad you're here! RT @fmisle:@CustServGreeter@MarshaCollier@GregOrtbach really liking today's topic - kudos!

#custserv"


Al Hopper@AlHopper_

@CustServGreeter :0P No, it was early! #custserv



Thanks sir!! RT @custservgreeter:@OnAMissionAlex Welcome to the #custserv chat!"



@SJAbbott I really like your "unscripts" idea. #custserv



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"



A4 Reps (tchrs) who know how to listen will do better than ask needed questions; they'll let customer (stdnt) do the asking.#custserv

"



Exactly. RT @hyken: A4: Scripts can make great guidelines. A list of questions can do the same thing. #custserv"



Ditto. RT @MarshaCollier:@SJAbbott I really like your "unscripts" idea. #custserv"



A4: Service skills, not scripts. #custserv"



Reps have far more emotional intelligence than any script. Think people! #custserv"

Retweeted by Chris Hennessy



30/67

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A4: with proper training and knowledge reps may not need a script for messages. They can be human #custserv"



A4 Thinking is necessary. Processing is necessary. Listening is necessary. Responding is necessary. Scripts? Not so much. #custserv"


Shep Hyken@Hyken

@eisconsulting Scripts in training gets people comfortable. Once in the real world lose the script and focus on the customer. #custserv



Role playing = the new script #custserv"


Digital Roots@DigitalRootsCRM

Templates & key messages as guides > scripts, esp in social. Scripting leads to auto responses, which usually = #fail a3 #custserv"


Faisal Misle@fmisle

@AlHopper_ You work for a bank, right? Can your reps act/think outside a script if needed? #custserv



Hi thanks for having me! Stopping in for a quick chime-in today! RT @marshacollier:@OnAMissionAlex: Welcome, you are right

#custserv"



@MarshaCollier A4: Yes Yes and Yes, IMO. :) One hopes there's training and ability. #custserv







A4 More important is an FAQ, no reason why reps can't use them. #CustServ"



You guys are SO amazing. I love sitting here and reading your answers #custserv"



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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Loosen up! RT @hollychessman: A4 Guidelines are great but no customer wants to feel like they are talking to a robot #custserv"



A4: In phone sales, I knew the important parts of the script and went rogue otherwise. Worked every time. #custserv"



A4: It comes down to 'Train & trust your employees to do their job' #custserv"


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"



Interesting project last year .. I trained the scripts out of hundreds of reps! #custserv"


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



Gr8 answer RT @Hyken:@eisconsulting Scripts in training getsn people comfortable. In real world lose script & focus on customer.

#custserv



Gr8 strategy! lol RT @zacharyjeans: So I guess if you're hiring #custserv agents, hire in Hollywood. per "Scripts are for actors.""



@Hyken Precisely! Scripts to train is one thing. Scripts to execute is something completely different. #custserv



@GregOrtbach@MarshaCollier A4 People want to know what to say, but complain it doesn't sound authentic. Unscripts close the gap.

#custserv



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Hooray! RT @KateNasser: Interesting project last year .. I trained the scripts out of hundreds of reps! #custserv"



Scripts are illogical. Customer service hinges off listening not off what to say next. #custserv"

Retweeted by Hazel M Walker


Shep Hyken@Hyken

Heres a script for managers: Hire right, train well, reinforce what people did right. Thats the script you need! #custserv"




Q5: Can scripts be used in social customer service? If yes, will customers know? r#custserv"


Roy Atkinson@CustServGreeter@SJAbbott Hi, Stehen! Welcome back. #custserv



Q5: Can scripts be used in social customer service? If yes, will customers know? n#custserv ."




A4 The rep who is following the script is not following the customer. #custserv"



Q5: Can scripts be used in social customer service? If yes, will customers know? n#custserv"




@Hyken Precisely! Scripts to train is one thing. Scripts to execute is something completely different. #custserv"




Don't train them from scripts. Train reps to think from compassion & critical thinking. #custserv"

Retweeted by Raija Danielle



You guys are SO amazing. I love sitting here and reading your answers #custserv"




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A5: Yes - a Tweet lasts forever. :D #Custserv"



Nicely put--> RT @KyleneBeers: A4 The rep who is following the script is not following the customer. #custserv"



Hire passionate people for your social #custserv; no one likes a Twitter-bot."



Q5: Can scripts be used in social customer service? If yes, will customers know? #custserv"



Marsha Collier@MarshaCollierQ5: Can scripts be used in social customer service? If yes, will customers know? r#custserv"



Faisal Misle@fmisle

@MarshaCollier Twitter is too short to be using scripts. - Humanize your answer and your customer will appreciate it #custserv



@DigitalRootsCRM Hey, my company is here tweeting about #custserv too! Awesome!



Q5: Can scripts be used in social customer service? If yes, will customers know?


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Yes, and no RT @marshacollier: Q5: Can scripts be used in social customer service? If yes, will customers know? n#custserv



Q5: Can scripts be used in social customer service? If yes, will customers know? #custserv"



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"



Q5: Can scripts be used in social customer service? If yes, will customers know? r#custserv"

Retweeted by Nakeva Corothers


Marsha Collier@MarshaCollierVery fast too RT @fmisle: Twitter is too short to be using scripts. - Humanize your answer and your customer will appreciate it

#custserv"



@SJAbbott I mistyped your name! Stephen. There. :) #custserv


Al Hopper@AlHopper_

My daughter just gave me awesome service: she brought me #halftime #coffee early! #custserv"

Retweeted by coffee lovers



Nicely put--> RT @KyleneBeers: A4 The rep who is following the script is not following the customer. #custserv"

Retweeted by Paolo Pugni



A5 I've seen it 4 larger orgs - when u look at the Twitter feed the same responses r repeated over & over (& over) #custserv"



Great service is rooted in customer care; not in protecting a brand via a script. #custserv"


Brenda Le@Le_Brenda

Yes & yes RT @MarshaCollier Q5: Can scripts be used in social customer service? If yes, will customers know? #custserv



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Q5: Absolutely not. Customers know every time. The script becomes the brand voice. Blegh. #custserv"


Gary May@imacsweb

@MarshaCollier A5: depends, if the "script" is questions only, sure. Drive social to.offline anyway... #custserv



@MarshaCollier thanks :) #custserv


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"



@HollyChessman I was thinking that too. Much of the Twitter work is highly repetitive. #custserv



A5 Anecdotally, I find some of the BEST #CustServ is coming from #SoMe teams. They are accountable and have ability to cross silos"



On Q5 I'd like to see a real example of someone using scripts in social media.. that would be too hilarious #custserv"


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



A5 If you are throwing out a macro, customers know you can't type that fast! #CustServ"


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


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



@ABHuret And #SoMe teams likely have the power to get things done, too. #custserv


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A5: @AlHopper_ Yes. You don't want to become the "Your tweet is important to us" brand. #custserv



Bots are not S.O.C.I.A.L #custservhttp://t.co/bL5OTcvB1v"



A5 Customers like to be treated as individuals, not numbers. Scripts make that difficult. #custserv"


Ethan Francis@jEthanFrancis

RT @genesyslab: Four Use Cases for Virtual Customer Service Part Three [Blog Post] http://t.co/Uj85vMbwN3 by @stefancaptijn

#custserv..."



I agree, teach to brands next RT @katenasser: Great service is rooted in customer care; not in protecting a brand via a script.

#custserv"



HALFTIME!!! Please hoist your favorite beverage! #Zappos #custserv"



I would think it worthwhile to have a copy/paste notepad for repetitive phrases to add into tweets #custserv"


Mark Popp@SellByBuild

@KateNasser: Great service is rooted in customer care; not in protecting a brand via a script. #custserv



@nakeva Hi, Nakeva! Welcome. #custserv


Shep Hyken@Hyken

A5: Easy to spot scripts on social, especially if customer calls for the same problem a 2nd time. Individualize answers. #custserv"



On Q5 I'd like to see a real example of someone using scripts in social media.. that would be too hilarious #custserv"




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Bots are not S.O.C.I.A.L #custservhttp://t.co/xHLJ9qlzcv"




#Zappos Sip sip sip RT @CustServGreeter: HALFTIME!!! Please hoist your favorite beverage! #Zappos #custserv"


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"



#custserv A5: rather than scripts, teach a core values sense-making and decision/action filter. Cover it all in context"



HALFTIME!!! Please hoist your favorite beverage! #Zappos #custserv"Retweeted by Zachary Jeans


Gary May@imacsweb

@GregOrtbach@Hyken@RoyAtkinson Just maybe... #custserv



A5 Scripts remove the compassion and transparency from the CSR's responsibility. Not healthy... #custserv"


Faisal Misle@fmisle

Apologies twitter for the tweet volume - chat in progress... #custserv"



So true! #SoMe & Social #CustCare "@ABHuret: A5 some of BEST #CustServ coming from #SoMe teams. They're accountable & able to

cross silos"



THIS---> RT @Hyken: A5: Easy to spot scripts on social, especially if customer calls for the same problem a 2nd time #custserv"


Al Hopper@AlHopper_

#coffee, oh, wait, i said that already! RT @CustServGreeter:HALFTIME!!! Please hoist your favorite beverage! #Zappos #custserv"



It's the #custserv half-time show - I kid you not!"


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A5 Think about it ... when an issue crosses the radar of SoMe team and they call YOUR area, #ITGETSDONE #custserv"



@ABHuret Spot on as usual, lady! #custserv



@KateNasser I agree, but also say that great service is creating an experience, not just care. Not a script, but purposeful. #custserv



Well put RT @eisconsulting: A5 Scripts remove the compassion and transparency from the CSR's responsibility. Not healthy...

#custserv"



A4: Scripts help staff keep consistent #message & #branding...although they must be trained to listen, engage & respond to needs

#custserv"



Sincerity and authenticity build bonds of success; scripts are dehumanizing. #custserv"


Al Hopper@AlHopper_

@GregOrtbach Yep! That bothers me to no end. I don't like it at all. #custserv



@GregOrtbach Tea time! #custserv



@SJAbbott Care creates a great experience. It's not just procedures. #custserv



S.C.R.I.P.T.: Show Customers Respect Implement Proper Training! #custserv"



Sincerity and authenticity build bonds of success; scripts are dehumanizing. #custserv"




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Almost got my golf clubs! :) RT @HollyChessman:@GregOrtbach Tea time! #custserv"



Authenticity is key in + #CustExp "@zahkiasays: Q5 Absolutely not. Customers know every time. Script becomes brand voice. Blegh.

#custserv"



A5 "Visibility" of SoMe to C Suite execs & as "face" of co, gives issues higher priority. (Shouldn't be that way, but is) #custserv"







Baddabing! RT @GregOrtbach: S.C.R.I.P.T.: Show Customers Respect Implement Proper Training! #custserv"




Retweeted by Shaleen Shah



She's batting 1000 - RT @KateNasser: Customer service is a dialogue; scripts are a monologue. Think people! #custserv"

Retweeted by Sinta Tampubolon


Shep Hyken@Hyken

YEAH! RT @GregOrtbach: S.C.R.I.P.T.: Show Customers Respect Implement Proper Training! #custserv"



@MarshaCollier Flattered, MC! #CustServ



Monogram this for me please? RT @GregOrtbach: S.C.R.I.P.T.: Show Customers Respect Implement Proper Training! #custserv"



Xxx vitamin water here.. RT @CustServGreeter: HALFTIME!!! Please hoist your favorite beverage! #custserv"




Retweeted by Michael J Nunes


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On a roll!! --> RT @KateNasser: Sincerity and authenticity build bonds of success; scripts are dehumanizing. #custserv"



@KateNasser I believe a great experience embraces great care. But I think we're debating the same point > Engage the customer.

#custserv



lol RT @CustServGreeter: Almost got my golf clubs! :) RT @HollyChessman:@GregOrtbach Tea time! #custserv


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



Seltzer - cheers! RT @CustServGreeter: HALFTIME!!! Please hoist your favorite beverage! #CustServ"



Thanks for the RT's folks - product will be shipping tomorrow! :D #custserv@MarshaCollier@Hyken@seventhman@CustServGreeter"


Vala Afshar@ValaAfshar

Straight roads do not make great drivers. Conversations that connect have zigs and zags. #custserv"



6: Does the growth of mobility challenge the use of standard language and procedures? #custserv"


Al Hopper@AlHopper_

@fmisle I'm hurt you didn't mention my team! ;0) #custserv



Straight roads do not make great drivers. Conversations that connect have zigs and zags. #custserv"








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Q6: Does the growth of mobility challenge the use of standard language and procedures? #custserv"








RT @GregOrtbach: Q6: Does the growth of mobility challenge the use of standard language and procedures? #custserv"







Al Hopper@AlHopper_

What about fav's? We don't count? :0( MT @GregOrtbach: Thanks for the RTs folks - product will be shipping tomorrow! :D #custserv"


Shep Hyken@Hyken

Very Zen like! RT @ValaAfshar: Straight roads do not make great drivers. Conversations that connect have zigs and zags. #custserv"



RT @GregOrtbach: Q6: Does the growth of mobility challenge the use of standard language and procedures? #custserv"



Shep Hyken@Hyken

YEAH! RT @GregOrtbach: S.C.R.I.P.T.: Show Customers Respect Implement Proper Training! #custserv"




A6: I believe so. It's got to be short and easy. Less typing is good. And less talking in public. #custserv "



That said, not all SoMe is created =. If tweet or FB reply is 'canned' response, you're getting dragged down rabbit hole. #custserv"



A6 It shouldn't. It should enhance and strengthen. Maturity and adaptability are necessary for growth. #custserv"



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Shep Hyken@Hyken

A6: Mobile will challenge it all. As will the next technology. #custserv"



The biggest future challenge for custome

will social and mobile customer service put an end to the script?

Documents