What is an “Always Culture” and how do you develop it in your organization?

So let’s say you’re wanting to enhance your organization’s Customer Service Experience, and you want to do it quickly.  Sometimes the best way to get something started quickly is to adapt what others have done… even if those other organizations are from other industries.  In this episode, Ed explains to Alan how we can use…

After a full year of “Stepping Up Service” episodes wrapped up for 2013, it’s time to start looking into the future… what are the trends we see for the Customer Service world in 2014? Ed shares his predictions with Alan, as they talk about the potential shift to a more holistic, face-to-face customer service world,…

For your listening pleasure this holiday season, Ed and Alan become storytellers for this episode of “Stepping Up Service”. Ed Gagnon of Customer Service Solutions shares five stories (with almost all of them true!) about customer service experiences… and discusses what we can learn from these stories and use in our own businesses or organizations….

Is your Customer Experience a reason to Stay or Go?

Everyone has their own definition of good customer service… so leaving it to employees of an organization to provide their own defined level of customer service could result in an inconsistent experience for your customers. Many organizations are setting “Customer Service Standards”, which define the core expectations of their staff in terms of how they…

E-mail has become the primary method of communication for many people and organizations. However, poor use of e-mail can have a huge impact on your company’s customer service efforts. Alan Jackson and Ed Gagnon review their own “e-mail horror stories”, offer a series of tips on how to best construct e-mail communications, and address when…

Lessons from the road.

How do we use this?

It’s time for some measurement!