Tag: employee morale

Jan 08, 2014

Errol Allen

Once 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 an error on a customer’s order and one employee was trying to place the blame […]

Jan 07, 2014

Errol Allen

It’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 service. In continuing the series on the necessary ingredients for creating great customer experiences, let’s […]

Nov 07, 2013

Errol Allen

Once 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 be concerned with how long the lines were and the resulting customer frustration.” Now I can certainly […]

Aug 07, 2013

Errol Allen

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 store locations are committing our installation crews to a timeframe without verifying if our appointment […]