Teresa Allen

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 f...

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 2020:1.&n...

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 tha...

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 strategy for improvement and growth.  The five steps below are critical for review of 2017 and planning for future success...

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...

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, have illustrated the need to focus on the human element of customer service.  Read on to find out the important...

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 routine customer service tasks3.    Are we working to minimize point of dissatisfaction on the customer journey?4.    Are competitors out-serving us?5....

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 Wells Fargo has been doing to their customers.  It truly was not a big surprise as my daughter opened Wells...

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 fact that we must experience what our customer does when calling our business in order to determine if any changes...

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 place where a new reality has emerged.The fight for customers in this year's consumer election is also now totally in...

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 don't rest on your laurels just yet. Think about the organizations that YOU chose to do business with. Are you...

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 area as do I, it can be an even bigger nightmare because you have to take two planes to get...

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 important role. Signs can reinforce your brand and your customer service commitment or they can negate the very image you...

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 obtained by service professionals. As is true with any profession in a highly competitive job market, certifications can give a...

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 original hunt is completed, and that is my excuse for winding up in the check-out line with a few travel...

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 was fantastic - my favorite moment was listening to Styx play "Come Sail Away". If you don't know that song,...

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?

I recently participated in a LinkedIn conversation that was started by a customer of American Airlines who was disgruntled by a perceived lack of quality phone support. I commented that my experience with American on the phone was great - quality reps and great...

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 and ultimately, postively impact business performance. The study concluded that organizations must become socially engaged in order to drive key...

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