Stepping Up Service: Alan’s Epic Customer Service Story (Rant)

This month’s episode is different than previous installments; in this episode, Alan Jackson (Bivarus/The Jackson Group) takes over the microphone to relay a recent customer service experience that has him a bit frazzled. Along the way, Ed Gagnon (Customer Service Solutions) offers insight as to the various “pain points” Alan experienced and what the vendor should have done to make things right. It’s an “Epic Rant” episode, but some valuable customer service tips and reminders emerge from the discussion.

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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