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
Metrics are important in any business setting. There’s another old business adage that states “What gets measured gets done.” While I believe this to be true, there are two issues that I feel are important when discussing performance measurement – 1.…
Read moreI remember this conversation like it was yesterday. After advising a customer that I would be handling her insurance claim, she stated that she was advised that her policy did not allow for the usage of a rental vehicle. “I…
Read moreA key ingredient to success in the customer service industry is enthusiasm. This component is crucial to both gaining and retaining customers. Whether you’re on the phone, face to face, emailing or web chatting, your level of enthusiasm is apparent to your…
Read moreIn our last voice of the customer discussion, we focused on four attributes of an effective system according to John Goodman, author of Strategic Customer Service : 1. Unified Management of the Program 2. A Unified Data Collection Strategy 3. Integrated…
Read moreHere in Houston, Tx , I award my “Now That’s Customer Service!” Award to individuals or companies that provide great customer service. I rate such things as time to acknowledge customer’s presence, demeanor during the service interaction, interaction consistency (if I…
Read moreIn a perfect customer service world, we would never have to tell a customer “no.” But in real life, there are situations in which it is unavoidable. No one likes to be told “no,” and it can create a negative…
Read more
Errol Allen Consulting’s main goal is to bring value to our clients through applying our expertise in managing people and processes.
