Tag: Customer service

Aug 20, 2018

Errol Allen

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 […]

May 24, 2018

Errol Allen

In a current client engagement, we are analyzing their work processes. Now more often than not, this can be very tedious work. The whole purpose of undertaking this task is to assess the present condition of the company’s operations in regard to efficiency, customer centricity, and employee productivity. While this may seem to be a […]

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 […]

May 08, 2014

Errol Allen

If you’ve worked in customer service for any length of time, you’ll know by now what NOT to do when assisting and conversing with customers. However, it never hurts to get reacquainted with the basics every now and then, especially when new employees are welcomed into your team. With so many different approaches, methods, and […]