A while back, we discussed “Great Service Examples from Small Businesses” and received very positive feedback from listeners. We realize, though, that there are just as many stories of some big, household name companies providing excellent customer service to their customers. In many ways, the larger businesses have a tough challenge in front of them as they try to deliver good service despite multiple locations, a large employee base, and a large, demanding client base. Alan and Ed discuss four examples of large businesses providing strong customer service to their clients, and explain what we can take from those examples and apply to our own organizations. Plus, Alan and Ed share their “customer service story of the month”, with Ed having a good month while Alan found himself completely lost.

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.