Stepping Up Service

Stepping Up Service: Key Customer Service Trends for 2015

What will be the customer service trends of 2015? We’ve got some guesses.

Stepping Up Service: Companies We’re Thankful For

Ed & Alan discuss companies they’re thankful for.

Stepping Up Service: Your Service Culture Checklist

8 keys to changing your culture & how to measure them.

Stepping Up Service: New Leaders In Existing Businesses

Ed & Alan discuss key strategies for shaping a service culture.

Stepping Up Service: Dissecting the Comcast Retention Call

Alan & Ed discuss the infamous Comcast retention call.

Stepping Up Service: Making it Easy to Say “Yes” to the Customer

We’ve all had those experiences where we hear that dreaded word “NO” from a customer service representative, whether we are asking for assistance in a matter or looking for a company to do something a bit outside of their normal operations. Unfortunately, in many situations, those people we are speaking to are saying “NO” to us because their organization has not made it easy for them to say “YES”. Alan talks with Ed about how an organization can set up an environment that enables and empowers its employees to say “YES” more often to customers. Some of these goals are discussed in this episode, including making goals clear, modifying policies/procedures, motivating, and modeling these behaviors.

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.

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This episode is sponsored by the Greater Hickory Kia Classic at Rock Barn Golf & Spa in Conover, NC. For tickets and additional information go to www.greaterhickorykiaclassic.com

Stepping Up Service: Creating your “Voice of the Customer” Strategy

Ed and Alan have always discussed the importance of listening to the “Voice of the Customer” whether through surveys, focus groups, etc. However, effectively using that customer “voice” information takes more than just conducting the survey or gathering the data. Ed and Alan discuss how to develop strategic approach for using customer “voice” information to improve the service your organization delivers.

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.

Stepping Up Service: Motivating the Unmotivated Employee

Ideas to help get employees on the right track & encourage them to go the “extra mile”.

Stepping Up Service: Research Based Retention

Keep your your clients and customers happy is critical… so the idea of managing “retention” becomes very important for every business or organization. There are many ways to use research and data to help manage and improve your customer retention, and in this episode Alan and Ed discuss several of them and some best practices for their application. Plus, they end the episode with their traditional “Customer Service Story of the Month”.

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.