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
I have witnessed this phenomenon more than once during both my corporate career and as a consultant. Team meetings are conducted without employee input. Even when prompted with “Does anyone have questions are comments, employees are reluctant to speak up. The one…
Read moreAs 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.…
Read moreWhile 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,…
Read moreThe 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…
Read moreWhen leaving a recent late lunch with a good friend here in Houston, Texas, we witnessed something that I personally had never seen before. The manager of the restaurant was loudly chewing out a waiter – right in front of…
Read moreDuring my corporate customer service career, I learned very early the importance of a 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.…
Read moreDuring my career in the customer service industry, I felt most effective when I understood the available options for handling customer requests or inquiries. It’s important to be able to confidently provide service as customers and employees both enjoy the…
Read moreOnce upon entering a fast food franchise (yes I know it’s not healthy, but oh well) I witnessed a verbal altercation between if you can believe it – two employees! From what I could gather, there seems to have been…
Read moreIt’s often been said that customer contact employees are key to creating great customer experiences. There is a lot of validity to this statement as customers depend upon the person with whom they interact to provide a high level of…
Read moreOnce while speaking to a group regarding attributes necessary to deliver a great customer experience, one of the attendees mentioned the difficulty he experienced when attempting to renew his driver’s license. “The employees seemed not to care or concerned with how…
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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.
