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Business

Stepping Up Service: Mystery Shopping

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The topic of the month is mystery shopping, known to some as secret shopping. While many perceive mystery shopping as a practice involving retail specific organizations, the idea of mystery shopping has transformed into a practice that allows for many types of industries to take advantage of the service gauging technique. In this episode of Stepping Up Service, join your hosts Alan Jackson and Ed Gagnon as they discuss the practice of mystery shopping and how it can aid in stepping up your service. For more information about Ed Gagnon and Customer Service Solutions, visit www.cssamerica.com, and for information about Alan Jackson and the Jackson Group, visit www.thejacksongroup.com Running Time: 54 Minutes Read More »

CAHPS Cast 7: Clean & Quiet

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The cleanliness of a patient's room and how quiet the room is at night are two items covered in the Hospital CAHPS survey, and as it turns out both are important to the patient's overall satisfaction level. Alan Jackson, with The Jackson Group, is joined by Janette Jones and Valerie Sipe to discuss the importance of these two items and strategies for helping hospitals improve their scores. The Jackson Group (www.thejacksongroup.com) is a management consulting and satisfaction survey firm located in North Carolina, serving clients across the country with their employee and customer satisfaction survey needs. The Jackson Group is an approved CAHPS vendor, providing Hospital CAHPS, Home Health CAHPS and Clinician/Group CAHPS survey solutions. Running time: 33 minutes The Jackson Group is a management consulting and survey services firm located in North Carolina. The Jackson Group is an approved vendor for both the Hospital CAHPS and the Home Health CAHPS process, and has been helping organizations with patient satisfaction surveys for over 25 years. Learn more about The Jackson Group at Read More »

Stepping Up Service 7: Take a Football Approach

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In light of the recent Super Bowl, Stepping Up Service hosts Alan Jackson and Ed Gagnan ask the question, “What can we learn from football?” Hailed the ultimate team sport, this episode ties the methods used in the world of football to the methods used in today’s culture. From setting goals to satisfying a market, there might be more similarities between America’s favorite sport and the way we handle our services that ever imagined. Find out how this metaphor can help you step up your game… only on Stepping Up Service. Running time: 46 minutes The Jackson Group is a management consulting firm specializing in customer and employee satisfaction surveys as well as leadership development. Learn more about them at www.thejacksongroup.com. Customer Service Solutions is a consulting firm specializing in customer retention and growth strategies, training and research. Learn more about CSS at www.cssamerica.com. Read More »

Leadership GPS 6: The Dark Side of Leadership

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On this episode of Leadership GPS, join your favorite father-son team as Alan and Tony Jackson discuss the dark side of leadership. Is the dark side always a bad side? Does the light side always prevail? Find out just what the Jackson combo is talking about when this duo discusses different styles of leadership, models of leadership and general concepts for those in leadership positions or those who may find themselves leading others. Running time: 47 minutes Tony Jackson is a leadership development consultant and coach, helping organizations turn some of their strongest people into future leaders. For more information about Tony Jackson and his leadership development programs, visit DriveLeadership at www.driveleadership.com. Read More »

CAHPS Cast 6: Communication About Medication

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In this episode of CAHPS Cast, your hosts Alan and Janette discuss the surveying domain of communication and medication. This subject refers to a short survey discussing how well communication was delivered to patients in hospital settings who were administered new medications to patients. The participants in this survey are those who were given a new medication upon admittance to the hospital, not those patients who received no new medication. Join Alan and Janette as they discuss the importance of this survey and why communication is so important between hospital staff and patients. Running time: 33 minutes The Jackson Group is a management consulting and survey services firm located in North Carolina. The Jackson Group is an approved vendor for both the Hospital CAHPS and the Home Health CAHPS process, and has been helping organizations with patient satisfaction surveys for over 25 years. Learn more about The Jackson Group atwww.thejacksongroup.com. Read More »

CAHPS Cast 5: Pain Management

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How patients perceive "pain management" in the hospital setting is a core element of the national patient assessment survey - and it's also one of the lowest scoring areas for healthcare organizations. Alan Jackson, with The Jackson Group, is joined by Valerie Sipe, Project Manager for CAHPS services, to discuss the questions in the survey relating to pain management and how organizations can work to see these scores improve. Running time: 32 minutes The Jackson Group is a management consulting and survey services firm located in North Carolina. The Jackson Group is an approved vendor for both the Hospital CAHPS and the Home Health CAHPS process, and has been helping organizations with patient satisfaction surveys for over 25 years. Learn more about The Jackson Group at www.thejacksongroup.com. Read More »

Stepping Up Service 6: Customer Service Trends for 2012

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As we start a brand new year, Alan and Ed talk about the trends they foresee affecting the customer service world in 2012. How are customers and their expectations changing? What role will technology and social media play in this coming year? What do businesses need to be prepared for as they plan to enhance their customer service experiences in the coming months? All of these questions are discussed, along with Alan and Ed sharing their "Customer Service Story of the Month". All of this on the first "Stepping Up Service" for 2012! Running time: 55 minutes The Jackson Group is a management consulting firm specializing in customer and employee satisfaction surveys as well as leadership development. Learn more about them at www.thejacksongroup.com. Customer Service Solutions is a consulting firm specializing in customer retention and growth strategies, training and research. Learn more about CSS at www.cssamerica.com. Read More »

CAHPS Cast 4: Responsiveness of Staff

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How patients perceive the responsiveness of the staff they came into contact with during their hospital stay is one of the dimensions explored in the CAHPS survey process . Alan and Janette from The Jackson Group (www.thejacksongroup.com) discuss this perception, what they believe patients are actually scoring when answering these questions, and then share some suggestions and ideas for helping an organization improve their scores. Running time: 34 minutes The Jackson Group is a management consulting and survey services firm located in North Carolina. The Jackson Group is an approved vendor for both the Hospital CAHPS and the Home Health CAHPS process, and has been helping organizations with patient satisfaction surveys for over 25 years. Learn more about The Jackson Group at www.thejacksongroup.com. Read More »

Leadership GPS 5: What Do Leaders Expect?

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When you are working for an organization in a mid-level leadership / management role, do you know what your own "leaders" expect from you? Do organization CEOs, Presidents, VPs, etc. have different expectations for their own leaders that you may not be aware of? How do you make sure you are helping push the organization forward in a positive direction? Alan and Tony Jackson, both with The Jackson Group (www.thejacksongroup.com) discuss these expectations and how you can make sure you are serving the role your own leader is expecting of you. Running time: 52 minutes Tony Jackson is a leadership development consultant and coach, helping organizations turn some of their strongest people into future leaders. For more information about Tony Jackson and his leadership development programs, visit DriveLeadership at www.driveleadership.com. Read More »

Stepping Up Service 5: How to Say “No”

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You want to make your customer happy... but sometimes you have to say that dreaded word: "NO". This month's episode discusses how to handle those "NO" situations with the best customer service mentality possible. Show hosts Alan Jackson (The Jackson Group, www.thejacksongroup.com) and Ed Gagnon (Customer Service Solutions, www.cssamerica.com) talk through some ways to smooth out tough situations when customers are not able to get what they need due to unrealistic expectations or a limitation of your business. Also, as always, Alan and Ed share their "Customer Service Story of the Month". Running time: 39 minutes The Jackson Group is a management consulting firm specializing in customer and employee satisfaction surveys as well as leadership development. Learn more about them at www.thejacksongroup.com. Customer Service Solutions is a consulting firm specializing in customer retention and growth strategies, training and research. Learn more about CSS at www.cssamerica.com. Read More »