Episodes
· 53m
Stepping Up Service: Easy Dos and Don’ts
On this episode of Stepping Up Service, hosts Alan Jackson and Ed Gagnon lead off discussing three simple things you can do to help improve customer service. Then they flip the…
· 54m
Stepping Up Service: Handle Complaints Like Scoring in Golf
The Masters are happening at the time of this month's recording... which got us thinking: how is handling customer complaints like scoring in golf? Ed Gagnon with Customer Service…
· 54m
Stepping Up Service: Mystery Shopping
The topic of the month is mystery shopping, known to some as secret shopping. While many perceive mystery shopping as a practice involving retail specific organizations, the idea…
· 46m
Stepping Up Service 7: Take a Football Approach
In light of the recent Super Bowl, Stepping Up Service hosts Alan Jackson and Ed Gagnan ask the question, “What can we learn from football?” Hailed the ultimate team sport, this…
· 55m
Stepping Up Service 6: Customer Service Trends for 2012
As we start a brand new year, Alan and Ed talk about the trends they foresee affecting the customer service world in 2012. How are customers and their expectations changing? What…
· 39m
Stepping Up Service 5: How to Say ”No”
You want to make your customer happy... but sometimes you have to say that dreaded word: "NO". This month's episode discusses how to handle those "NO" situations with the best…
· 57m
Stepping Up Service 4: Social Media Customer Service
This month's episode discusses the importance of Social Media in the Customer Service experience. Show hosts Alan Jackson (The Jackson Group, www.thejacksongroup.com) and Ed…
· 51m
Stepping Up Service 3: Customer Service in Professional Sports
This month's episode of "Stepping Up Service" discusses the importance of customer service in - of all places - the world of professional sports. Ed Gagnon (Customer Service…
· 44m
Stepping Up Service 2: Who Needs Customer Service?
Alan Jackson (The Jackson Group, The MESH) and Ed Gagnon (Customer Service Solutions) discuss the need for customer service in today's business world and the three groups most…
· 34m
Stepping Up Service 1: Getting Started!
Alan Jackson (The Jackson Group, The MESH) and Ed Gagnon (Customer Service Solutions) sit down to record the first episode of their new series, "Stepping Up Service". This first…