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
During my career in the customer service industry, I felt most effective when I understood the available options for handling customer requests or inquiries. It’s important to be able to confidently provide service as customers and employees both enjoy the…
Read moreWhen speaking with managers in the customer service industry, this comment is often repeated – “I just wish I could get my people to show more empathy towards to the customer.” Empathy – The big E word in customer service. One’s…
Read moreOnce upon entering a fast food franchise (yes I know it’s not healthy, but oh well) I witnessed a verbal altercation between if you can believe it – two employees! From what I could gather, there seems to have been…
Read moreThere are a multitude of in-home service providers in today’s economy. Carpet cleaners, appliance installation/repair, cable TV/internet service just to name a few. When providing in-home service at the customer’s residence, it’s important to have a plan for providing a great…
Read moreSeveral years ago I decided to relocate to a different part of Houston, Tx. Because I was moving to a newly built home, I chose to utilize professional movers – didn’t want to scratch those new walls! One thing that…
Read moreCreating a great customer experience hinges on one’s ability to develop a well oiled system. Two key factors of the system are the people working within the system and the people served by the system as both have expectations of…
Read moreIn today’s marketplace, customers have multiple methods to interact and or purchase goods/services. It’s important to have a clear understanding of your customer’s habits as it assists in developing products/services, marketing methods and customer service strategies. Most of us were taught…
Read moreDuring a recent consulting assignment, it became apparent that the customer service personnel were experiencing an excess amount of stress each morning. When asked to elaborate on the cause, here’s the answer I received – “Errol, employees at the various…
Read moreWhile assisting a client with developing a customer experience strategy, a formula crossed my mind. Now I can hear someone asking – Errol, a formula related to customer experience? Bear with me on this – CACV + CT + EFMP = GCE*C = CR.…
Read moreRecently my wife contacted a carpet cleaning company for service after receiving a promotional mailer. During the conversation she was informed that this particular promotion was not available after a certain date, which by the way was the previous day.…
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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.
