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
Every entrepreneur or business owner strives to get the attention of potential customers and to retain existing customers (You do have a retention strategy right?) I often hear business owners discussing what’s required to separate themselves from their competitors. A word of advice…
Read moreI’ve noticed something different about today’s customer. Unlike the customer of yesteryear who did not have easy access to product information and multiple avenues by which to locate and purchase products, the customer of today can easily access information, compare prices…
Read moreDuring my many years in the customer service industry, I’ve learned that what you see is not always what is. Now I know the last part of the preceding sentence may not be grammatically correct (I can hear my late…
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 moreA good friend of mine here in Houston recently underwent hip replacement surgery. He’s recovering at home now where he receives both physical and occupational therapy. For a while both therapies took place on the same day of the week…
Read moreIn last month’s issue, we discussed three methods of gathering data regarding relative to Voice of the Customer methodology – internal metrics, customer contact and surveys. In his book, Strategic Customer Service, author John Goodman tells us there are eight attributes necessary for an…
Read moreOver the years that I’ve spent in and around the customer service industry, lots of changes have occurred. Methods of interacting with the customer. The variety of ways customers interact with companies. Monitoring and measuring employee performance. Metrics and more…
Read moreMy son drove in from Austin a few days ago and his car’s exhaust was a little louder than normal. He stated that he was scheduled to take it into the Houston dealership, Russell & Smith Ford, where it was purchased…
Read moreIn our efforts to provide great customer service, we often forget to remember that it’s important to get the customer to participate in helping us to do so. In some situations, customers can assist in the quest if given the…
Read moreAs most of you can tell, I love writing and sharing my customer service knowledge. I thought about approaching several business related magazines in regards to submitting articles for consideration. After an unsuccessful search of the website of a well-known national magazine for their…
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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.
