73 Ocean Street, New South Wales 2000, SYDNEY
Contact Person: Callum S Ansell
E: callum.aus@capital.com
P: (02) 8252 5319
22 Guild Street, NW8 2UP,
LONDON
Contact Person: Matilda O Dunn
E: matilda.uk@capital.com
P: 070 8652 7276
Genslerstraße 9, Berlin Schöneberg 10829, BERLIN
Contact Person: Thorsten S Kohl
E: thorsten.bl@capital.com
P: 030 62 91 92
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…
Read moreHaving been in the customer service industry for 25+ years, I’ve heard, seen, attended and listened to various programs/seminars regarding “how to handle an angry customer”. Most often, these programs/seminars are very informative and provide excellent guidance on dealing with…
Read moreDuring my customer service career, I have often heard the statement – “It doesn’t matter what I think, no one’s listening to what I have to say anyway.” More often than not, these words were verbalized by a front line…
Read moreWhile being interviewed on a local radio show, one of the co-hosts posed this question – “Errol, exactly what is customer service?” I don’t ever remember being asked that particular question but here’s my reply -“Customer service is a methodology that when put in motion, creates…
Read moreIn 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 regards to…
Read moreIn these days of fierce competition, it’s crucial to do everything that one can to protect one’s customer base. The ability to retain customers is based on how well your internal operations run. While it’s important to smile and be…
Read moreChange is a natural part of any vibrant enterprise. New services or products can certainly contribute to a company’s bottom line. An important item to consider when making changes is the implementation strategy necessary to ensure a positive impact to…
Read moreI have witnessed this phenomenon more than once during both my corporate career and as a consultant. Team meetings are conducted without employee input. Even when prompted with “Does anyone have questions are comments, employees are reluctant to speak up. The one…
Read moreAs I sit in the front area of a client’s business watching the walk-in traffic, one effect is constant – the excited look on most customers faces! This client is a bakery and their products are beautifully displayed in glass cases.…
Read moreWhile on a client engagement, I could hear customer service personnel repeatedly apologizing to customers. When asked why, they informed me of a scenario where customers make purchases and are promised a 24hr installation of the product by one department,…
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Errol Allen Consulting’s main goal is to bring value to our clients through applying our expertise in managing people and processes.
