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helloAngry Customer Prevention
Angry Customer Prevention

Having 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 a not-so-happy customer. My question has always been – Why is the customer unhappy and […]

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helloListen To Your Front Line Employees
3 Reasons To Listen To Your Front Line Employees

Front Line Employees During 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 employee. It’s important to appreciate and listen to your front-line employees. Here are […]

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hellowhat is good customer service
What Is Customer Service?

What Is Good Customer Service   While 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 a customer’s […]

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hellocrazy customers
Creating “Crazy” Customers

As 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. I’m watching crazy customers’ eyes widen as they approach the product cases. Some laugh […]

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