Tag: employee morale

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 […]

Feb 06, 2013

Errol Allen

During my customer service career, I have seen many reminders advising employees to “Wow the customer!” It’s important to “Wow” the customer as this is a surefire way to increase customer retention. What about employee retention? I think it’s critical to “Wow!” the employee first. An organization’s ability to “Wow!” its employees has multiple impacts to the […]

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 […]

Dec 10, 2012

Errol Allen

I remember this conversation like it was yesterday. After advising a customer that I would be handling her insurance claim, she stated that she was advised that her policy did not allow for the usage of a rental vehicle. “I have full coverage which means I should be put in a rental car while my […]