Stepping Up Service
About This Show
This show features Ed Gagnon of Customer Service Solutions, a leading expert in the area of customer service and process improvement, talking about how organizations can keep "stepping up" the level of service they provide.
Most Recent Episode
Stepping Up Service: "Be Good When Things Go Bad"
Dec 13 16
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.
Rated 5 out of
love this show. so much fun while learning
I realized that one of the defining factors in what makes a businrss stand apart is customer service which this show delivers in spades...
Date published: 2014-07-24