Stepping Up Service

Customer service is the cornerstone of most successful organizations. But with the business world evolving, thanks to technology and online communications, maintaining high customer service can become even more of a challenge. This program features Ed Gagnon of Customer Service Solutions, a leading expert in the area of customer service and process improvement, talking about how organizations can keep ”stepping up” the service they provide.

Stepping Up ServiceDecember 13, 201601:02:02

Stepping Up Service: ”Be Good When Things Go Bad”

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 Custom...

Stepping Up ServiceNovember 22, 201600:59:18

Stepping Up Service: Customer Service is the New Marketing

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 ...

Stepping Up ServiceOctober 20, 201601:04:48

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 e...

Stepping Up ServiceSeptember 20, 201600:55:00

Stepping Up Service: The 10 Contradictory Values of a Great Customer Service Team

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 s...