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
A good friend of mine here in Houston recently underwent hip replacement surgery. He’s recovering at home now where he receives both physical and occupational therapy. For a while both therapies took place on the same day of the week…
Read moreIn last month’s issue, we discussed three methods of gathering data regarding relative to Voice of the Customer methodology – internal metrics, customer contact and surveys. In his book, Strategic Customer Service, author John Goodman tells us there are eight attributes necessary for an…
Read moreOver the years that I’ve spent in and around the customer service industry, lots of changes have occurred. Methods of interacting with the customer. The variety of ways customers interact with companies. Monitoring and measuring employee performance. Metrics and more…
Read moreMy son drove in from Austin a few days ago and his car’s exhaust was a little louder than normal. He stated that he was scheduled to take it into the Houston dealership, Russell & Smith Ford, where it was purchased…
Read moreIn our efforts to provide great customer service, we often forget to remember that it’s important to get the customer to participate in helping us to do so. In some situations, customers can assist in the quest if given the…
Read moreAs most of you can tell, I love writing and sharing my customer service knowledge. I thought about approaching several business related magazines in regards to submitting articles for consideration. After an unsuccessful search of the website of a well-known national magazine for their…
Read moreAs one of America’s “baby boomers”, I often think about the healthcare industry’s role in meeting the medical needs of this group of citizens. Current statistics indicate that this group represents 26% of the U.S. population. As much as we don’t…
Read moreIt‘s important to know how your customer feels about your product or service.Your customer’s voice bears paying attention to, as the success of your business depends upon your willingness to listen to how your customer feels about your product or service.…
Read moreAs a former customer service manager, I know the position requires one to possess a balance of operational knowledge and people skills. Both are necessary in insuring the best possible experience for both team members and customers. Here are a…
Read moreThis month’s real life customer service story comes courtesy of a good friend here in Houston, Tx. He writes: “After a long day at the office, my wife and I decided to stop in at a well-known franchise location for…
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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.
