Stepping Up Service: Connecting the Dots

Ed Gagnon (Customer Service Solutions) shares a personal story about his experience with a telecommunications company and how their poor internal communications resulted in a unsatisfactory customer experience. Ed and Alan Jackson (Bivarus) discuss the various failure points of the experience and how this it could have been improved through stronger communications – both internally and externally. Alan and Ed also share their Customer Service Story of the Month at the end of the episode.

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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