What Channels are you Watching?
Teresa Allen​ | Customer Service Speaker Blog
by
6M ago
I don't know what happens in your home but in ours, everyone wants to watch a different channel!  And today there are certainly a lot to chose from.  In the world of service it is the same, there are many channels available for customers to receive service and every customer wants a different one!  Just like you and I, our customers tune into different channels at different times. Sometimes they may wish to chat, and other times they want to be able to speak to a live voice. A robust CRM can track customer preferences across many channels.  If you are a large business ..read more
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The 3 Cs of Customer Service Communication: Clear Concise & Courteous
Teresa Allen​ | Customer Service Speaker Blog
by
2y ago
Clear Communication If anything has intensified during COVID it is the amount of communication that is needed to keep customers abreast of continually changing business practices, policies, product availability etc etc etc! When a communication is given to customers it must be in their channel of choice, and spelled out in clear terms so that no confusion arises.  Even communication on WHERE to find such communications is important in today's rapidly changing environment. Concise Communication Time is of the essence in today's customer world.  They do not have time to sift through m ..read more
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Mediocre Guest Service in Busy Times ?
Teresa Allen​ | Customer Service Speaker Blog
by
2y ago
I live in Northwest Florida, aka the 'Panhandle' or Emerald Coast.   We are known for the most beautiful beaches in the world.  While many tourist destinations suffered during COVID, we are in the midst of an unparalleled BOOM in tourism.  Since we are a drive in market, families who don't want to cruise or go abroad are now driving here.  Some of them were already familiar with us and others are first time visitors. So what could be the challenge when people are flocking to your door?  MANY!  Here are just a few: 1.  As is true for many other location ..read more
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Airline Communication Amid Coronavirus - Any Lessons?
Teresa Allen​ | Customer Service Speaker Blog
by
2y ago
As a customer service speaker, I am a frequent traveler on multiple airlines. Over the past week, 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 from a customer communication / customer service perspective. Delta excerpt: While we’re committed to providing you with information you need to make informed decisions around your travel, we also understand the need for flexibility based on your individual circumstances ..read more
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Is Your Front Line Customer Service Team Likeable?
Teresa Allen​ | Customer Service Speaker Blog
by
2y ago
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 Thankful Let's look at each of these and see where we need to enhance our efforts... ​​ Smiling and Friendly ​​If there was ever any common sense it would be to hire friendly people to serve customers! But what gets in the way of that? Several things co ..read more
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Engaged Employees will Engage Customers!
Teresa Allen​ | Customer Service Speaker Blog
by
2y ago
 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: 1. Meet & Exceed Customer Expectations 2. Engage Employees Who Will Engage Customers 3. Be Millennial Savvy 4. Make It Right When Things Go Wrong 5. Build & Protect Customer Relationships Proactively Ste ..read more
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Are You Meeting & Exceeding Customer Expectations?
Teresa Allen​ | Customer Service Speaker Blog
by
2y ago
​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. Meet & Exceed Customer Expectations 2. Engage Employees Who Will Engage Customers 3. Be Millennial Savvy 4. Make It Right When Things Go Wrong 5. Build & Protect Customer Relationships Proactively Step 1: Meet & Exceed Customer Expectations In order to meet customer expectations, the first common sense ser ..read more
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Adapting Service to Varied Generations
Teresa Allen​ | Customer Service Speaker Blog
by
2y ago
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 service, you must be almost like a chameleon, adapting and changing your interaction and communication style depending on the different needs of each individual customer.  Now let's take a closer look at an encounter with one of these elderly customers.  ..read more
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The 4 Cs of Contact Center Customer Service
Teresa Allen​ | Customer Service Speaker Blog
by
2y ago
 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 change it to see if your size is available.  I was excited to be able to find a pair I liked and ordered the size 11.   When I got the confirmation email it said size 5.5 ...  Oh NOOOO! ​Needless to say, Cinderella was not going to fit in those 5.5s!  I knew I had ..read more
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5 Customer Service MUST DOs for 2018
Teresa Allen​ | Customer Service Speaker Blog
by
2y ago
​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 customer types and map their journey from purchase research through product delivery and customer service follow ups.  Find the specific customer touch points and analyze how you are doing and what improvements can be made.  Study customer feedback data to see where negative ..read more
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