Stepping Up Service: E-mailing for Customer Service Excellence

E-mail has become the primary method of communication for many people and organizations. However, poor use of e-mail can have a huge impact on your company’s customer service efforts. Alan Jackson and Ed Gagnon review their own “e-mail horror stories”, offer a series of tips on how to best construct e-mail communications, and address when to use/not to use e-mail. Ed surprises Alan with another game, this time putting Alan in charge of his own outdoor supply company! Plus, the hosts give their “customer service story of the month”… are we looking at more “horror stories”, or will these end on a happy note?

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

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

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