As a customer service speaker, I am a frequent traveler on multiple airlines. Over the past weeks, I have received communication from several airlines re changes in policies amid the Coronavirus spread. As a customer, I felt some were far better than others and thought it would be interesting to evaluate a few of them […]
Teresa Allen
How Likeable is Your Front-Line Customer Service Team?
What are the factors that make a front-line employee as likeable and does this impact your business success? Here are just a few common sense factors that I have seen in my 25 years of observing and training customer service team members: Smiling and Friendly Attentive Knowledgeable about Products & Services Sincerely Willing to Help […]
Engaged Employees Will Engage Customers
My customer service keynote, A 2020 Service Strategy to Grow Your Business focuses on 5 specific strategies to grow your business through Common Sense Service. Today’s article focuses on Step TWO. (if you missed the article on Step 1 it can be found HERE): Evaluate what your organization needs to do to implement these important steps moving toward 2020: […]
Are You Meeting & Exceeding Customer Expectations?
My new customer service keynote, A 2020 Service Strategy to Grow Your Business focuses on 5 specific strategies. Today’s article focuses on Step ONE. Evaluate what your organization needs to do to implement these important steps moving toward 2020: Meet & Exceed Customer Expectations Engage Employees Who Will Engage Customers Be Millennial Savvy Make It Right When Things […]
Adapting Service to Varied Generations
I was just talking with a representative of a local insurance agency who mentioned that the older clients love her. Why? Because they love the fact that she listens to them and takes time with them and will explain slowly any technology that they may not understand. This is very instructive. I often say that in […]
The 4 Cs of Contact Center Customer Service
Recently I had to call the contact center of FootJoy regarding an order I had placed on their website for golf shoes. With a size 11 woman’s shoe, it is almost impossible to find golf shoes in local retail outlets. In the FootJoy order process, the size menu defaults to a size 5.5 and you […]
5 Customer Service MUST Dos for 2018
At the conclusion of any year it is wise to look back a successes and failures but also to move forward with a specific strategy for improvement and growth. The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study and prepare for your customer journey Identify […]
Why Customer Service Scripting IS Necessary
There has always been a debate on whether customer service scripting will make customer service representatives sound too mechanical and less spontaneous. A recent interaction with a credit card representative highlights exactly why scripting at least as a guide is necessary. My daughter was about to travel out of state and had lost her debit […]
Become a Consumer Customer Service Expert
Customer service failures have captured the headlines in 2017. As such, companies are becoming ever more aware of how their brand reputation is linked to individual customer service encounters! As a consumer, how can you take advantage of this customer focus? Here are 5 ways to become a customer service expert consumer: Know your rights. […]
Digital Customer Service or a Human Touch?
Much of current investment in customer service is focused on expanding capabilities in digital service channels and artificial intelligence. Recent customer service studies, however, have illustrated the need to focus on the human element of customer service. Read on to find out the important findings of these studies. Accenture Strategy’s Global Customer Pulse Research found that 88% […]
