Teresa Allen

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 orde...

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...

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...

Digital Customer Service or a Human Touch?  What DO customers WANT?

Much of current investment in customer service is focused on expanding capabilities in digital service channels and artificial intelligence.  Recent customer service studies, however,...

A Year-End Customer Service Inventory: 5 Questions to Ponder

A Year End Customer Service Inventory: 5 Questions to Ponder1.    Are we becoming more or less connected to individual customers?2.    Have we automated...

Why Putting the Customer First is Your Best Strategy

As a provider of financial industry sales and service training for 20 years, I have been nothing short of horrified to learn about what...

Do You See What I See?

Some time ago, I wrote a post generating a lot of interest titled "Have You Called Your Office Lately?" The post centered on the...

The 2016 Customer Election

While watching the never ending media commentary on the the 2016 election, it occurred to me that the political arena is not the only...

Why Good Customer Service Isn’t Good Enough

You might think that your business has 'pretty good' customer service. Congratulations! That's a whole lot better than having 'pretty bad' customer service. But...

A Tale of Two Airlines

Traveling can sometimes be a bit of a nightmare. Can I hear a rousing 'AMEN' to that?! If you live in a smaller metro...

Do your SIGNS send the right customer service message?

Customer service training often focuses on the human element of the first impression. Visual first impressions are equally important, and signage can play an...

Certifications to Build Customer Service Skills & Careers

The experts at Software Advice, an online resource for customer service software buyers, recently compiled a summary of customer service certifications that can be...

Smile + Personalization = Customer Service Success

Last week I stopped in Marshalls to look for a top to go with a new skirt. A professional shopper never stops when the...

Come Sail Away from Competitors with Customer Service

This weekend I took a stroll down memory lane at a fantastic Styx and Foreigner Soundtrack of Summer concert. Needless to say the music...

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...

Different Strokes for Different Customer Service Folks a Relationship Barrier?

I recently participated in a LinkedIn conversation that was started by a customer of American Airlines who was disgruntled by a perceived lack of...

2013 Emerging Workforce Study: Social Media Strategy Drives Employee Engagement

Spherion Staffing commissioned a study by Harris Interactive on the 2013 Emerging Workforce. The study identified key strategies to help organizations become socially engaged...

Is Your Customer Service Too Well Done?

I recently took a friend to a restaurant known for having great burgers. When our lunch was delivered to the table, I cut into...

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...

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...

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