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Stepping Up Service: Designing the Future Employee

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.

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