Teresa Allen

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...

How to get your customer to pay 10% more… EASY service!

Our last blog post focused on the cost of inconvenience in customer service. A recent Avaya study showed that 66% of customers will STOP...

What’s Inconvenient Customer Service Costing You?

Avaya today announced the results of a Customer Effort Impact Survey that highlights how the amount of work a customer exerts to obtain service...

Are there any Customer Service Absolutes?

The customer is always right Smile when you talk to the customer Don't argue with a customer the list goes on and on . . . Customer...

The Customer Service Training Success Equation

When you invest in customer service training, you naturally want results. The sad truth is that many times there are no lasting results from...

Consumers say Online Reviews Greatly Impact Buying Decisions

This is the last in a blog series on an important customer service study by Dimension Research. All survey participants were asked if they had...

Elephants and Customers Never Forget!

This is the third post in our blog series commenting on the recent study by Dimensional Research on The Impact of Customer Service on...

Tremendous Impact of Good & Bad Service on B2B Sales

This is the second post in our blog series commenting on the recent study by Dimensional Research on The Impact of Customer Service on...

What Makes Service Interactions Good or Bad in the Eyes of the Customer?

An April 2013 Customer Service Study by Dimensional Research pinpointed what makes customers of mid-sized companies happy and what leaves them in dismay. This...

‘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...

Employee Appreciation = Great Service!

This Friday, March 1st is Employee Appreciation Day. It's not too late to think of ways to show your appreciation to staff. This is...

Lagniappe – A Customer Service Strategy

Lagniappe is a great French word often used in Louisiana which is defined as 'The art of giving a little something extra'. I love...

NO, I’m NOT Happy to HOLD!

My daughter moved into a new apartment recently and ordered AT&T internet service. They sent out a modem and it would not connect, so...

Standing Out From the Pack Like a Ram

If you watched the Super Bowl last night, you might have received one of the best lessons ever on how to market and how...

13 Steps to Better Customer Service in 2013

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...

Customer Sent Extra iPads – Best Buy Says Keep ‘Em

There is alot of buzz this week about Best Buy and its not about what they sold, it's about what they gave away. Evidently...

‘Tis the Season to Learn Customer Service Lessons!

While you are out there shopping this holiday season, make sure to take note of the customer service lessons waiting for you! Does that retail...

Are You Giving Your Customers Tricks or Treats?

With a birthday the week of Halloween, you can believe that I have lots of memories of Tricks and Treats over the years... (we...

Customer Service Training for 3 Conflict Generators

Customer conflict is often generated by one of three things: Company Error Customer Error Pollicies and Regulations Staff needs to be trained on how to react and respond...

Forbes: Top CEOs Share Best Practices for Customer Service

A recent Forbes article by Robert Reiss, host of the CEO Show, highlights what Top CEOs are doing to bolster customer service. While the...

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