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



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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



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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"




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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_


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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



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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

Transcript of Will social and mobile customer service put an end to the script?