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
It’s important for customers and potential customers to be familiar with your brand if you want to attract and keep their business. It’s just as important to protect your brand image by consistently providing great customer experiences. Let’s take a…
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 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 moreMost of us can remember being a new hire at some point in our professional career. Despite having the experience and or qualifications required for our new position, there’s still a bit of apprehension when one finds him or herself…
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 a client with developing a customer experience strategy, a formula crossed my mind. Now I can hear someone asking – Errol, a formula related to customer experience? Bear with me on this – CACV + CT + EFMP = GCE*C = CR.…
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 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…
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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.
