Episodes

  • Stepping Up Service: "Be Good When Things Go Bad"

    Stepping Up Service: "Be Good When Things Go Bad"
    Dec 13 2016
    There are some industries where customer perceptions are more based on how you handle the tough situations than on whether or not you deliver the “WOW” experience. In this episode, Ed Gagnon of Customer Service Solutions explains to Alan some of these examples, and then the key things the customer wants us to do when "things go bad". This discussion is based on one of Ed's "Tip of the Week" postings on the Customer Service Solutions web site: cssamerica.com/how-good-are-you-when-things-go-bad-8916-customer-service-tip/. And, as always, Alan and Ed share their "Customer Service Story of the Month". This month, both hosts share positive experiences that illustrate how the "little things" can make a big difference our perception of the service we are receiving. Ed Gagnon is the President of Customer Service Solutions, helping organizations develop long-term relationships with their clients and partnering with them to meet their core customer service needs. Learn more about Customer Service Solutions at www.cssamerica.com. Alan Jackson is President of The Jackson Group, a survey and consulting firm specializing in employee engagement surveys, patient satisfaction surveys, market research studies and leadership development. Learn more about The Jackson Group at wwww.thejacksongroup.com.   See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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    1 hr and 2 mins
  • Stepping Up Service: Customer Service is the New Marketing

    Stepping Up Service: Customer Service is the New Marketing
    Nov 22 2016
    This month's episode addresses how many market professionals are claiming that customer service is really just a form of marketing... and how that’s a good thing. Alan and Ed talk through examples of how marketers are co-opting customer service and using as a core element of their marketing strategy. Ed explains how this is overall good for the customer service culture of an organization and how it can be good for customer service professionals. Plus, Alan and Ed share their "Customer Service Story of the Month"... with both of them having a positive story to share! Ed Gagnon is the President of Customer Service Solutions, helping organizations develop long-term relationships with their clients and partnering with them to meet their core customer service needs. Learn more about Customer Service Solutions at www.cssamerica.com. Alan Jackson is President of The Jackson Group, a survey and consulting firm specializing in employee engagement surveys, patient satisfaction surveys, market research studies and leadership development. Learn more about The Jackson Group at wwww.thejacksongroup.com. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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    59 mins
  • Stepping Up Service: Connecting the Dots

    Stepping Up Service: Connecting the Dots
    Oct 20 2016
    Ed Gagnon (Customer Service Solutions) shares a personal story about his experience with a telecommunications company and how their poor internal communications resulted in a unsatisfactory customer experience.  Ed and Alan Jackson (Bivarus) discuss the various failure points of the experience and how this it could have been improved through stronger communications - both internally and externally.  Alan and Ed also share their Customer Service Story of the Month at the end of the episode. Ed Gagnon is the President of Customer Service Solutions, helping organizations develop long-term relationships with their clients and partnering with them to meet their core customer service needs. Learn more about Customer Service Solutions at www.cssamerica.com. Alan Jackson is President of The Jackson Group, a survey and consulting firm specializing in employee engagement surveys, patient satisfaction surveys, market research studies and leadership development. Learn more about The Jackson Group at www.thejacksongroup.com.   See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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    1 hr and 5 mins
  • Stepping Up Service: The 10 Contradictory Values of a Great Customer Service Team

    Stepping Up Service: The 10 Contradictory Values of a Great Customer Service Team
    Sep 20 2016
    There are many great values that come to mind when thinking about what makes a great customer service team.  But Ed Gagnon of Customer Service Solutions (www.cssamerica.com) talks with Alan about how some of these terms - while seemingly contradictory - actually mesh very well to showcase different aspects of a high-performing team.  Alan and Ed also share their "Customer Service Story of the Month" at the end of the episode. Ed Gagnon is the President of Customer Service Solutions, helping organizations develop long-term relationships with their clients and partnering with them to meet their core customer service needs. Learn more about Customer Service Solutions at www.cssamerica.com. Alan Jackson is President of The Jackson Group, a survey and consulting firm specializing in employee engagement surveys, patient satisfaction surveys, market research studies and leadership development. Learn more about The Jackson Group at www.thejacksongroup.com. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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    55 mins
  • Stepping Up Service: Appreciating the Employee

    Stepping Up Service: Appreciating the Employee
    Aug 17 2016
    Employees of any organization play a critical role in the level of service that is delivered to customers.  And employees that feel appreciated by the organization for the work they perform are going to have more incentive to deliver the best service possible.  Alan and Ed discuss why showing appreciation to employees for the work they do is important, explain some of the aspects of effective appreciation, and then provide examples of ways that appreciation can be shown to a variety of employee types. Alan and Ed also provide their "Customer Service Story of the Month" where they share their own experiences from the last 30 days and lessons we can learn from those encounters. Ed Gagnon is the President of Customer Service Solutions, helping organizations develop long-term relationships with their clients and partnering with them to meet their core customer service needs. Learn more about Customer Service Solutions at www.cssamerica.com. Alan Jackson is President of The Jackson Group, a survey and consulting firm specializing in employee engagement surveys, patient satisfaction surveys, market research studies and leadership development. Learn more about The Jackson Group at www.thejacksongroup.com. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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    56 mins
  • Stepping Up Service: Alan's Epic Customer Service Story (Rant)

    Stepping Up Service: Alan's Epic Customer Service Story (Rant)
    Jun 14 2016
    This month’s episode is different than previous installments; in this episode, Alan Jackson (Bivarus/The Jackson Group) takes over the microphone to relay a recent customer service experience that has him a bit frazzled.  Along the way, Ed Gagnon (Customer Service Solutions) offers insight as to the various “pain points” Alan experienced and what the vendor should have done to make things right.  It’s an “Epic Rant” episode, but some valuable customer service tips and reminders emerge from the discussion. Ed Gagnon is the President of Customer Service Solutions, helping organizations develop long-term relationships with their clients and partnering with them to meet their core customer service needs. Learn more about Customer Service Solutions at www.cssamerica.com. Alan Jackson is President of The Jackson Group, a survey and consulting firm specializing in employee engagement surveys, patient satisfaction surveys, market research studies and leadership development. Learn more about The Jackson Group at www.thejacksongroup.com. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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    1 hr and 5 mins
  • Stepping Up Service: Designing the Future Employee

    Stepping Up Service: Designing the Future Employee
    May 19 2016
    As customer service needs continue to change and evolve with time, it is important to make sure the employees we have in the future exhibit the qualities that are going to meet those needs.  Like the example of the "Six Million Dollar Man", Alan and Ed discuss how to design the ideal future employee to meet your customer service needs.  Ed explains the six traits that we need to look for in these future employees, and how those skills address emerging customer service requirements.  Plus, Alan and Ed share their “Customer Service Story of the Month” where Alan steps on his soapbox and issues a task to everyone that owns a store, restaurant, movie theater, or runs a government office. About the hosts: Ed Gagnon is the President of Customer Service Solutions, helping organizations develop long-term relationships with their clients and partnering with them to meet their core customer service needs. Learn more about Customer Service Solutions at www.cssamerica.com. Alan Jackson is President of The Jackson Group, a survey and consulting firm specializing in employee engagement surveys, patient satisfaction surveys, market research studies and leadership development. Learn more about The Jackson Group at www.thejacksongroup.com. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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    43 mins
  • Stepping Up Service: Defining Disrespect

    Stepping Up Service: Defining Disrespect
    Apr 12 2016
    Many customers nowadays note that “respect” is very important to them and they get angry when they feel “disrespected.”  Alan Jackson (The Jackson Group) and Ed Gagnon (Customer Service Solutions) discuss what customers see as “respect" and what the idea of “disrespect" looks like to them.  Ed gives several examples of what employees may be doing that could make the customer feel disrespected…and how to avoid those anger-inducing actions.  And to close out the episode, Alan and Ed share their “Customer Service Stories of the Month”. About the hosts: Ed Gagnon is the President of Customer Service Solutions, helping organizations develop long-term relationships with their clients and partnering with them to meet their core customer service needs. Learn more about Customer Service Solutions at www.cssamerica.com. Alan Jackson is President of The Jackson Group, a survey and consulting firm specializing in employee engagement surveys, patient satisfaction surveys, market research studies and leadership development. Learn more about The Jackson Group at www.thejacksongroup.com. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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    1 hr and 1 min