Category: Customer Service

Apr 18, 2022

Errol Allen

Why is the customer angry? I see so much information about how to handle an angry customer. My question is – Why is the customer angry? Are multiple customers angry about the same thing? Does anybody know? I spent a lot of my corporate career asking this question. There would be discussions regarding the need […]

Apr 04, 2022

Errol Allen

“Haste makes waste boy.” I heard this statement from my Dad a lot as a kid. I would often get in a hurry which usually resulted in me making mistakes. In one instance, there was a hole in a heater hose in my car. In my haste to change the hose, I created a bigger […]

Aug 30, 2018

Errol Allen

How often have you heard this statement from customer service personnel within your company – “I wish those salespeople would think about what they’re doing when making promises to customers. I’m tired of being yelled at for something that’s not my fault.” It’s important to remember to only promise what can be delivered when interacting […]

May 24, 2018

Errol Allen

In a current client engagement, we are analyzing their work processes. Now more often than not, this can be very tedious work. The whole purpose of undertaking this task is to assess the present condition of the company’s operations in regard to efficiency, customer centricity, and employee productivity. While this may seem to be a […]