Customer Service During a Crisis

Mar 07, 2013

Errol Allen

Here in Houston, Texas, it’s not uncommon to face the possibility of an approaching hurricane from time to time. The last major storm was Hurricane Ike in 2008. This storm left some residents in the area without power for a week. In thinking about this crisis situation, I thought about some ways to handle customer service both during and in […]

Wow Your Employees First!

Feb 06, 2013

Errol Allen

During my customer service career, I have seen many reminders advising employees to “Wow the customer!” It’s important to “Wow” the customer as this is a surefire way to increase customer retention. What about employee retention? I think it’s critical to “Wow!” the employee first. An organization’s ability to “Wow!” its employees has multiple impacts to the […]

Six Words To Avoid in Customer Service

Jan 10, 2013

Errol Allen

The are many ways to antagonize a customer – poor service, less than stellar product or the failure to keep the customer abreast of changes that impact the customer experience among others. One sure way to get on the customer’s “bad side” is to use these dreaded words during interactions – “Sir/Ma’am – What you […]

Team Effort at the Resort

Jan 10, 2013

Errol Allen

During the Christmas holidays, my wife and I took a quick weekend trip to Lakeway Resort & Spa located in the hills of Austin, Tx. The resort allows for a great view of Lake Travis and is absolutely beautiful at night! From the moment of our arrival until our departure, the service was impeccable. Beginning […]