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
During a recent consulting assignment, it became apparent that the customer service personnel were experiencing an excess amount of stress each morning. When asked to elaborate on the cause, here’s the answer I received – “Errol, employees at the various…
Read moreWhile spending the day with an installation technician during my most recent consulting assignment, it became apparent that this individual was focused on the quality of his work. The way he took measurements and utilized his various tools were indications that…
Read moreWhile assisting my wife in preparing for one of her workshops, it became apparent that a few more seats were needed. As I was familiar with this location, I proceeded to the storage room to retrieve the chairs but found the door…
Read moreFront line personnel are tasked with providing a great customer experience – whether it be face-to face, via phone or web chat. An organization’s success at retaining customers is dependent upon the skills of those rendering service. Did you know that…
Read moreThe customer service industry requires one to exercise certain characteristics when servicing customers. Poise, patience and professionalism to name just a few. There is, however, one three-letter word that can hinder ones ability to consistently display these characteristics. That word is EGO.…
Read moreDuring a corporate stint with a cable television service provider, I happened across a service installer with a not so pleasant look on his face. I inquired as to the source of his displeasure. He passed me his work orders…
Read moreCustomer service is a people industry. Although self-service has become an option for customers, people still play in important role in the customer’s experience. Employees are people. Just as customers share information regarding their experience with your company, employees do the…
Read moreDuring 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!”…
Read moreDuring the Christmas holidays, my wife and I took a quick weekend trip to Lakeway Resort & Spa located in the hills of Austin, Tx. The resort allows for a great view of Lake Travis and is absolutely beautiful at night! From the…
Read moreFour 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,…
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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.
