ShopTalk Ep 15: Customer Service and the Bottom Line
If you don’t think there’s a direct correlation between customer service and the bottom line you’d be sadly mistaken. Ninety-six percent of customers who have a bad service experience with your company are likely to leave your company without saying why. They won’t tell you, but they will tell their friends and more than likely they’ll tell social media and review services like Yelp.
On this week’s show, I talk to Errol Allen of Errol Allen Consulting. If you’re business needs a culture shock, he has some advice on how to turn your organization around and get back on track. Because your marketing can be on point, your sales team unstoppable and your product to die from but none of that matters if your customer service team is lacking in passion, clarity of vision and training.
Enjoy Errol’s interview
Mentioned on the show:
- “Devalued employees can’t provide value to customers.” #customerservice @consult53 @lisanalexander http://buff.ly/1fbws
- Employees have the answer to your customer service issues. Just ask them. #customerservice @consult53 @lisanalexander http://buff.ly/1fbws6P
- “That’s not my job” should never be uttered to a customer. #customerservice @consult53 @lisanalexander http://buff.ly/1fbws6P
About Errol Allen: Speaker, author and customer service expert Errol Allen provides practical advice and solutions garnered from over 25 years of hands – on experience. He possesses a multi-faceted perspective of organizations through the various positions held during his corporate tenure. From the phone to the field, Errol has serviced customers himself and understands that a ”systems” orientation is crucial to providing excellent customer service. He is experienced in facilitating interdepartmental process improvement projects to insure efficient service delivery to both internal and external customers. Errol has also designed and implemented customer service training programs for the “front line” associate to insure employee confidence when interacting with customers.
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Intro music by my nephew: Justin Daniels Sanchez.
Cover art by PrettyWork.
Show airs biweekly.
Next show dates: March 21 and April 4.