Episodes
· 54m
Stepping Up Service: Simplifying Communications in the Workplace
If communications within your office or organization are complex and prone to errors, then your customers are the ones that may ultimately pay the price. To help serve customers,…
· 50m
Stepping Up Service: Great Service Examples from Large Businesses
A while back, we discussed "Great Service Examples from Small Businesses" and received very positive feedback from listeners. We realize, though, that there are just as many…
· 51m
Stepping Up Service: Being Willing To Share The Bad News
This episode focuses on getting employees not to fear confrontations when they have bad news to share. Alan and Ed address the benefits of being proactive when you have to share…
· 52m
Stepping Up Service: Creating a Continuous Improvement Mindset
Most of the episodes of this show so far have talked about what businesses and organizations can do to improve their customer service abilities and ensure that service continues…
· 43m
Stepping Up Service: 2013 Trends in Customer Service
The new year is upon us; what better time to gaze into the crystal ball and talk about the trends we can expect to see in the world of customer service in 2013? In this episode,…
· 55m
Stepping Up Service: Compassion in Customer Service
When confronted with hostile Black Friday shoppers, "compassion" is an emotion that can be hard to have and show to others in the customer service world. Yet, studies have shown…
· 50m
Stepping Up Service: The Four Keys to Customer Retention and Growth
For most of this podcast series, Alan and Ed have been talking about improving overall customer service at your company or organization. But how can a customer service strategy…
· 47m
Stepping Up Service: Defusing the Irate Customer
The irate customer can be like a time bomb, and its important for anyone in a customer service role to know how to properly "defuse" that customer before things blow up. To help…
· 46m
Stepping Up Service: The Politics of Customer Service
With the election in full swing, the latest “Stepping Up Service” podcast focuses on “The Politics of Customer Service.” Hosts Ed Gagnon, President of Charlotte-based Customer…
· 29m
Stepping Up Service: Olympic Customer Service Stories
With the London Summer Olympics taking place, Alan decides to provide Ed with some of the breaking news headlines from the Olympics to see if he can relate each item to a customer…
· 34m
Stepping Up Service: Great Service Excellence Examples from Small Businesses
Small businesses have the same need for delivering excellent customer service as the big ones... but they often feel they have limited resources, time and money to work with. To…
· 41m
Stepping Up Service: Delivering the WOW Experience
On this episode of Stepping Up Service, hosts Alan Jackson and Ed Gagnon premiere their new hit game show “Alan, What Do You Expect?” We expect the Game Show network will be…