Episodes
· 1h 2m
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…
· 59m
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…
· 1h 5m
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…
· 55m
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…
· 56m
Stepping Up Service: Appreciating the Employee
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…
· 1h 5m
Stepping Up Service: Alan’s Epic Customer Service Story (Rant)
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…
· 43m
Stepping Up Service: Designing the Future Employee
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…
· 1h 1m
Stepping Up Service: Defining Disrespect
Many customers nowadays note that “respect” is very important to them and they get angry when they feel “disrespected.” Alan Jackson (The Jackson Group) and Ed Gagnon (Customer…
· 55m
Stepping Up Service: Creating Emotional Engagement with Employees
Alan Jackson (The Jackson Group, www.thejacksongroup.com) and Ed Gagnon (Customer Service Solutions, www.cssamerica.com) discuss how employee engagement requires an emotional…
· 55m
Stepping Up Service: 20 great Customer Service Quotes for 2016
Sometimes all we need are simple, everyday reminders about the importance of customer service in our organization. Quotes by famous – and sometimes not-so-famous – people can…
· 59m
Stepping Up Service: Predicting the Exit
In many organizations, losing a customer could come as a shock or surprise…. but there may have been pieces of information that could have helped you predict which customers are…
· 55m
Stepping Up Service: Instilling the 4 S’s of the Customer Experience
In this episode, Ed explains to Alan the four “Must Do’s” to have the foundation your organization needs for a successful customer experience. Some of these aren’t what you’d…