Tag: Customer retention

Mar 07, 2013

Errol Allen

Customer service is a people industry. Although self-service has become an option for customers, people still play an important role in the customer’s experience. Employees are people. Just as customers share information regarding their experience with your company, employees do the same. What are your employees expressing about your organization? There are several websites that […]

Jan 10, 2013

Errol Allen

Four words crossed my mind the other day regarding customer service. I call them the four Cs of customer service – Commitment, Completeness, Consistency, and Communication. Let’s take a look at each one. Commitment In order to give great customer service, there must be Commitment from an organization’s leadership. The commitment must be visible through […]

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 […]

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 […]