Tag: Customer Service management

Jan 05, 2015

Errol Allen

While on a client engagement, I could hear customer service personnel repeatedly apologizing to customers. When asked why, they informed me of a scenario where customers make purchases and are promised a 24hr installation of the product by one department, when in fact, the department in question had no idea if the promise could be […]

Sep 02, 2014

Errol Allen

Customer Service Consulting The advent of social media, specifically Twitter, provides an avenue for customers to express their happiness and unhappiness with products and services. Just search for “bad customer service” or “poor customer service”, and you’ll be presented with a plethora of comments regarding customer service experiences gone wrong. There are, however, companies and […]

Mar 18, 2014

Errol Allen

During my corporate customer service career, I learned very early the importance of having a system in place for fair performance appraisals. Believe it or not, providing objective performance evaluations does impact the level of service received by your customers. When employees feel the performance appraisal process is objective and fair, morale is positively impacted. […]

Feb 12, 2014

Errol Allen

When 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 the customer.” Empathy – The big E word in customer service. One’s ability to sincerely interject this trait in customer service is critical. It’s important to properly […]