Customer Service Chat Summary from May 25, 2010

We discussed small business customer service. The tools you can use, empowering your team, and strengthening your relationships with your customers.

  • We’re on every Tuesday from 8-9 pm EST.  The next chat will be held on June 1, 2010.
  • You can read the instructions on how to participate here:
  • Invite others to join in, help them get started.  We started this chat to facilitate conversation between small biz owners.
scoblitz: Welcome to #sbbuzz, a Tweetchat for the next hour of small biz talking technology on Twitter. Join us!
scoblitz: Rules: 1)NO pitching till end 2)Be nice 3)Stay ON TOPIC! 4)Send ?s for group to me 5)Use #sbbuzz in all messages 6)Have fun! #sbbuzz
scoblitz: Start off w/an INTRO: 1 message about you and your business and whatever else we need to know. #sbbuzz
selahsynergy: Hello Sbbuzz friends. Susan here from Selah Synergy ready to chat about small business. Oooops, did I forget my hat? #sbbuzz
scoblitz: I’m Scott Blitstein – Customer Experience with @batchblue and we’re going to talk all about Customer Service tonight. #sbbuzz
ginabee: Hello all! Gina from writing & content creation. So happy to be here tonight with the sbbuzz gang once again! #sbbuzz
scoblitz: Co-hosting tonight is friend and co-worker @stellel #sbbuzz
ginabee: @scoblitz So you’re wearing your Customer Service hat tonight… #sbbuzz
stellel: I’m Christelle Lachapelle Customer Experience with @batchblue and trusty hat-wearing side-kick to @scoblitz #sbbuzz
southrngurl6489: Hi. I’m Jenn, an aspiring business woman and full time student. Nice to meet you all. #sbbuzz
mikestenger: I’m late, I’m late, I’m late…for a very important #sbbuzz
scoblitz: Our Bee is busy attending an event tonight so we’re jumping in with our Bee Hats to keep the conversation going. #sbbuzz
ginabee: @stellel Awesome Customer Service hats! Looking good for wrocking Customer Service!!! #sbbuzz
mikestenger: Mike here. Social media consultant with an ass-kicking passion. Expert or guru not in my vocabulary. #sbbuzz
icebluebanana: I am mark, and I write for Also, I work as a consultant, which is very customer service intensive. #sbbuzz
scoblitz: OK – let’s jump right in and talk Customer Service. #sbbuzz
BlueDelivered: Hi I’m Dawn… didn’t know we were supposed to wear a hat to this party! #sbbuzz
scoblitz: Q1) How do you know when you need a dedicated customer service person? #sbbuzz
mikestenger: Q1: When u can’t handle all the interaction ur currently getting. Customers are getting left behind. #sbbuzz
icebluebanana: Q1 – great question – likely when that is one think that you can’t keep up with – risky hiring someone you don’t know though. #sbbuzz
DiSnEyTRAVELmum: A1. When customer service is suffering due to growth — time to add someone new. #sbbuzz
southrngurl6489: Q1) How do you know when you need a dedicated customer service person? When you are just keeping up with the CS and other tasks #sbbuzz
BlueDelivered: Q1: when you can’t meet the needs of your customers right away #sbbuzz
mikestenger: Q1: Also, if ur current CS staff is overloaded. Time to hire. #sbbuzz
icebluebanana: @mikestenger Hey Mike. Nice to be here. Seems like a good group – tough subject, which is nice. #sbbuzz
mikestenger: Q1: If ur staff is overloaded, not good. Customers are neglected, really not good! #sbbuzz
DiSnEyTRAVELmum: Our business is two people right now — we both do everything — however, there r times I have to slow down b/c 2 busy. #sbbuzz
scoblitz: @mikestenger Great – how do you monitor that effectively? #sbbuzz
DiSnEyTRAVELmum: @mikestenger I never want to neglect clients — CS is key in my biz. #sbbuzz
mikestenger: Up for a GR8 discussion? Get in & join us here at #sbbuzz
stellel: @DiSnEyTRAVELmum Do you have customer service staff in your business? #sbbuzz
mikestenger: @scoblitz Pay attention to their workload & any concerns via staff. Many having same issue? Make changes. #sbbuzz
scoblitz: Q2) How do you stay in the customer service loop when you are no longer the one doing it? #sbbuzz
DiSnEyTRAVELmum: @stellel My partner and myself do CS, PR, Marketing, Booking, Writing, Itineraries EVERYTHING. #sbbuzz
southrngurl6489: Q2) You periodically check in with customers, customer satisfaction surveys #sbbuzz
AboutWDW: #sbbuzz Q1: If you are that busy, it may be time to reevaluate your prices — raising them may increase profit and keep you from going nuts.
BlueDelivered: Q2: I think this is the biggest challenge… finding staff that will care as much as you do (or close to it) #sbbuzz
icebluebanana: monitoring is difficult, and the reason you need at least one person you can trust (unless you have money for phone monitoring..) . #sbbuzz
mikestenger: Q2: Keep in close touch with staff on a consistent basis. Don’t wanna get behind if any problems. #sbbuzz
icebluebanana: and @southrngurl6489 Q2) You periodically check in with customers, customer satisfaction surveys #sbbuzz (great!)
scoblitz: Q3) Follow up from @ginabee – How do you find people who will care as much as you do to help your customers? #sbbuzz
DiSnEyTRAVELmum: Im just going to retweet all your A2 since I don’t delicate yet. Sandra #sbbuzz
bostonmarketer: @mikestenger What’s #sbbuzz?
mikestenger: Q2: Regarding customers themselves, every once in a while reach out to them & ask questions. #sbbuzz
stellel: Surveys are a great idea! #sbbuzz
DiSnEyTRAVELmum: @bostonmarketer Small Business Buzz #sbbuzz
DiSnEyTRAVELmum: We just hired a P/T sales person — she started with enthusiasm — but not much now. sigh. #sbbuzz
BlueDelivered: Anyone else having tweetdeck issues?#sbbuzz
BlueDelivered: @southrngurl6489 @scoblitz thanks for the info on tweetdeck #sbbuzz
scoblitz: Lets try again – Q4 -What specific tools do you use to provide customer service? #sbbuzz
southrngurl6489: Q4- I’d love to know….research for future needs 🙂 #sbbuzz
mikestenger: Q4: I don’t know…email, phone, Skype, those tools 🙂 #sbbuzz
icebluebanana: Q4 – face to face always best – tools = phone, then chat, then email – old fashioned, I guess #sbbuzz
scoblitz: Q5: How do you empower your employees to provide excellent customer service? #sbbuzz
icebluebanana: Q5 – listen to what they think about improving the service & use suggestions if they are good #sbbuzz
selahsynergy: @scoblitz Q5: Essential! The sooner every employee realizes they are empowered to create a customer experience, the better. #sbbuzz
ginabee: Q5 – Seems to me that communication from the inner sanctum of the co. & great listening on both sides will arm cs w/ tools they need #sbbuzz
southrngurl6489: Q5: Give them guidelines to make decision calls, and stand by them if they make appropriate calls #sbbuzz
scoblitz: @selahsynergy I agree! #sbbuzz
stellel: @selahsynergy Great way to put it! #sbbuzz
scoblitz: Feels like we got cut short but now it is what we affectionately call Pitch Time. Please tell us a little about your business. #sbbuzz
selahsynergy: @stellel @scoblitz Thanks.I think it’s more about creating a customer-focused culture than procedures (tho procedures help growth) #sbbuzz
scoblitz: If you’d like a once-a-week e-mail reminder (including the topic) sign up at #sbbuzz
scoblitz: Thanks to everyone for the great but brief discussion! We’ll get the #sbbuzz summary posted on the site soon at #sbbuzz
selahsynergy: @scoblitz Thanks for the chat. Fun and informative as always. #sbbuzz
icebluebanana: lots of great ideas in here #sbbuzz
stellel: Thanks everyone! Great chatting with you all! #sbbuzz
scoblitz: Thanks to all – especially to @stellel for co-hosting and for the nifty Bee Party Hat! #sbbuzz
ginabee: Pitch: You know your business inside & out but can you write about it? I put your brilliance into words! #sbbuzz
ginabee: Yes, thanks to @scoblitz & @stellel for fantabulous moderation despite the technical difficulties. Your hats were niftylicious! #sbbuzz

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