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Profile: Errol Allen

 

"A customer service consultant who offers some great insights into developing your customer service to retain a loyal following. His monthly newsletter "Now That's Customer Service!" is well worth the read." - Mystery Shopping Experts UK - Nov 2012

Speaker, author and customer service expert Errol Allen provides practical advice and solutions garnered from over 25 years of hands - on experience. He possesses a multi-faceted perspective of organizations through the various positions held during his corporate tenure with organizations such as ADT Security Systems, The Houston Post, TCI Cablevision and GEICO Insurance. From the phone to the field, Errol has serviced customers himself and  understands that a "systems" orientation is crucial to providing excellent customer service. He is experienced in facilitating interdepartmental process improvement projects to insure efficient service delivery to both internal and external customers. Errol has also designed and implemented customer service training programs for the "front line" associate to insure employee confidence when interacting with customers. He is a member of the American Society of Quality, which promotes the practical application of quality knowledge across multiple industries. Errol shares his customer service expertise as a contributing writer for Small Business Today Magazine and The Houston Business Journal He is  the publisher of "Now That's Customer Service!", a free online monthly newsletter where he offers customer service tips and real life customer service stories. In his quest to acknowledge the receipt of great customer service, Errol personally awards his "Now That's Customer Service! Award to deserving employees or companies. An avid blogger, his articles have been published in several online publications including Yahoo Small Business Advisor, Customer Service Manager, Customer Experience Magazine of the UK and Young Fabulous and Self Employed. He is also a workshop leader at both the University of Houston's Small Business Development Center and the Houston Community College Goldman Sachs 10,000 Small Businesses Alumni Program . Get your copy of Errol's new book - "Keys To Delivering Amazing Customer Service!"

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Articles by Errol Allen
Management Skills Do Create Customer Experiences

Management Skills Do Create Customer Experiences

Customer Experience

1

When 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... read more

Service Recovery – Regaining Your Customer’s Trust

Service Recovery – Regaining Your Customer’s Trust

Customer Experience

I know from personal experience that mistakes will happen when servicing customers. Providing the wrong information, delivering the wrong goods or perhaps even charging the wrong amount for services can... read more

Performance Appraisals Do Create Customer Experiences

Performance Appraisals Do Create Customer Experiences

Customer Experience

During my corporate customer service career, I learned very early the importance of a having a fair performance appraisal system in place. Believe it or not, providing objective performance evaluations... read more

Option Awareness Does Create Customer Experiences

Option Awareness Does Create Customer Experiences

Customer Experience

During 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... read more

The Big E Word in Customer Service

The Big E Word in Customer Service

Customer Experience

When speaking with managers in the customer service industry, this comment is often repeated – “I just wish I could get my people to show more empathy towards to the... read more

Employee Morale Does Create Customer Experiences

Employee Morale Does Create Customer Experiences

Customer Experience

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... read more

Don’t Do This in Front of the Customer

Don’t Do This in Front of the Customer

Customer Experience

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!... read more

Why Are Your Customers Waiting?

Why Are Your Customers Waiting?

Customer Experience

1

During a recent client assignment, I noticed the frequency in which customers found themselves in the waiting mode. Waiting to be told what to do next. Waiting to be acknowledged.... read more

Keys To a Great In-Home Service Experience

Keys To a Great In-Home Service Experience

Customer Experience

There a multitude of in-home service providers in today’s economy. Carpet cleaners, appliance installation/repair, cable TV/internet service just to name a few. When providing service at the customer’s residence, it’s... read more

One Sure Fire Way To Impress Your Customers

One Sure Fire Way To Impress Your Customers

Customer Experience

Several years ago I decided to relocate to a different part of Houston, Tx. Because I was moving to a newly built home, I chose to utilize professional movers –... read more

Who’s Responsible for the Customer’s Experience?

Who’s Responsible for the Customer’s Experience?

Customer Experience

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... read more

Angry Customer Prevention

Angry Customer Prevention

Customer Experience

1

Having been in the customer service industry for 25+ years, I’ve heard, seen, attended and listened to various programs/seminars regarding “how to handle an angry customer”. Most often, these programs/seminars... read more

Filling the Gaps for Better Customer Experiences

Filling the Gaps for Better Customer Experiences

Customer Experience

Creating a great customer experience hinges on one’s ability to develop a well oiled system. Two key factors of the system are the people working within the system and the... read more

3 Reasons To Listen To Your Front Line Employees

3 Reasons To Listen To Your Front Line Employees

Leadership

During my customer service career, I have often heard the statement – “It doesn’t matter what I think, no one’s listening to what I have to say anyway.” More often... read more

Elementary Questions Lead to Customer Insights

Elementary Questions Lead to Customer Insights

Customer Experience

In today’s marketplace, customers have multiple methods to interact and or purchase goods/services. It’s important to have a clear understanding of your customer’s habits as it assists in developing products/services,... read more