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Profile: Errol Allen
Articles by Errol Allen
3 Ways To Frustrate Your Front Line
Front 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... read more
3 Words New Employees Should Avoid
While 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... read more
6 Characteristics of Great Customer Service
2In order to be successful at any endeavor, one has to identify the essentials required to accomplish that feat. It’s the same in customer service. What essentials are required to... read more
Improve Your Bottom Line With Data
My analytical inclinations lead me to ask lots of questions. Lots of questions! What often helps me to get the answers to these questions is data. It’s important to pay... read more
Leave This At Home Before Servicing Customers
1The 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... read more
What Is Customer Service?
1While being interviewed on a local radio show, one of the co-hosts posed this question – “Errol, exactly what is customer service?” I don’t ever remember being asked that particular... read more
The Mobile Customer
In today’s world, more and more people are choosing to do everything from their smartphone. Ordering dinner, purchasing tickets, paying bills, making reservations, etc. and even more etc.! What does... read more
Big Customer Service From Small Businesses
It’s often been said that small businesses are the heartbeat of any growing economy. Nimbleness, less red tape and quick decisions are some of the advantages of being a small... read more
This Really Happened! I Just Wanted To Renew My Vehicle Registration
Recently I visited a large well-known grocery store near my home to renew my vehicle registration. A simple transaction – or so I thought. After receiving the customary “Next in... read more
How Do Your Employees Really Feel?
Customer 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... read more
Internal Customers – They’re Important Too!
During 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... read more
Customer Service During a Crisis
Here in Houston, Texas, it’s not uncommon to face the possibility of an approaching hurricane from time to time. The last major storm was Hurricane Ike in 2008. This storm... read more
Are Your Customers Tweeting About You?
While doing a little test on what customers are saying live on Twitter regarding customer service, I noticed that while a multitude of complaints were “Tweeted”, they were very few... read more
Put Your Customer’s Shoes On
Now I want you to put your consumer hat on for a minute. How often have you as a consumer grumbled about a not so great customer experience? The product... read more
Wow Your Employees First!
During 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... read more
