There are some industries where customer perceptions are more based on how you handle the tough situations than on whether or not you deliver the “WOW” experience. In this episode, Ed Gagnon of Customer Service Solutions explains to Alan some of these examples, and then the key things the customer wants us to do when…

This month’s episode addresses how many market professionals are claiming that customer service is really just a form of marketing… and how that’s a good thing. Alan and Ed talk through examples of how marketers are co-opting customer service and using as a core element of their marketing strategy. Ed explains how this is overall…

Poor internal communications = unsatisfactory customer experience

There are many great values that come to mind when thinking about what makes a great customer service team. But Ed Gagnon of Customer Service Solutions (www.cssamerica.com) talks with Alan about how some of these terms – while seemingly contradictory – actually mesh very well to showcase different aspects of a high-performing team. Alan and…

Employees of any organization play a critical role in the level of service that is delivered to customers. And employees that feel appreciated by the organization for the work they perform are going to have more incentive to deliver the best service possible. Alan and Ed discuss why showing appreciation to employees for the work…

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…

As customer service needs continue to change and evolve with time, it is important to make sure the employees we have in the future exhibit the qualities that are going to meet those needs. Like the example of the “Six Million Dollar Man”, Alan and Ed discuss how to design the ideal future employee to…

R-E-S-P-E-C-T find out what it means to…customers.

Alan Jackson (The Jackson Group, www.thejacksongroup.com) and Ed Gagnon (Customer Service Solutions, www.cssamerica.com) discuss how employee engagement requires an emotional connection between the organization and its employees…and how emotional engagement with employees is so important providing better customer service to your clients. Ed explains the importance of the emotional engagement with employees and several steps…

Ed & Alan play “Guess that Customer Service Quote”.