What should our approach be towards new customers that are experiencing our organization for the first time? How should we cater the customer service experience, what should we hope to learn, and what are some strategic approaches for handling “first-time” customers differently than long-term ones? Alan and Ed discuss this topic, as well as share their Customer Service Stories of the Month, on this episode of “Stepping Up Service”.

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.