Teresa Allen
Teresa Allen is a world recognized customer service expert and customer service speaker. She has been included on Global Gurus list of the world's top Customer Service Experts for five consecutive years. Teresa is often asked to share strategies for customer service success at meetings held across the globe. Teresa can be reached via her website: www.AllenSpeaks.com or by phone at 850-460-7105 or email: tallen@AllenSpeaks.com
Latest
Are You Planning to Get Engaged?
Whether you are single or married, you may need to get engaged this year! According to a recent Gallup Study on the State of the American Workplace there is a definite link between employee and customer engagement to customer growth and even to EPS.
Different Strokes for Different Customer Service Folks a Relationship Barrier?
If a brand is trying to attract loyal customers, how are they going to do that if customer service to customers who have not reached that point is less than “good?”
A Step a Month to Better Customer Service
We all resolve to do better in a New Year, but how many of us really make a plan? What if you had a concrete plan for customer service improvement for each month of the year?
“How was everything?” Not a Great Customer Service Question!
“How was everything?” Have you been asked this question by a hotel front desk clerk, a server at a restaurant, or a car salesman after a demo ride? How likely is it that your response is either true or complete?
Proactive vs. Reactive Customer Service
In preparation for a presentation to a client recently, I was asked to stress proactive vs. reactive service. They complimented their account reps on being very good at reactive, but saw the need to go to the next level and be more proactive.
Social Media Strategy Drives Employee Engagement
If company leaders are NOT blogging and tweeting about the values of your business, how could you expect front line staffers to do so? It is surprising, then, that only 6% of businesses active in social networks are using it to motivate existing employees.
Recognizing and Responding to Institutional Customer Complaints
An institutional complaint happens when a customer complains about the way you do business. Usually the complaint is issued to a front line employee who has no control over the concern identified.
Is Your Customer Service Too Well Done?
Don’t let ease of process ever overrule a customized service experience in your business. Today’s consumers want service their way in the channel of their choice! What are the choices available to your consumers and how are they presented?
Are National Retailers Outpacing Locals on Customer Service?
The folks at at Software Advice—a free resource for customer service technology reviews—just concluded a six-month project called “The Great Retail Experience Race: Local vs. National.” The research was designed to compare the customer experience of five small retailers and five comparable national chain stores.
Are You Ready for Crisis Communication?
Being hit by a natural disaster (tornado) and man-made disaster (fire) within a two month period will get you thinking about crisis readiness! Having survived the aforementioned events without more real pain than insurance company and contractor frustration, I am quite aware of how much worse things could have been for our family and for my business.