Stepping Up Service: "Be Good When Things Go Bad"
Stepping Up Service
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 Customer Service Solutions explains to Alan some of these examples, and then the key things the customer wants us to do when "things go bad". This discussion is based on one of Ed's "Tip of the Week" postings on the Customer Service Solutions web site: . And, as always, Alan and Ed share their "Customer Service Story of the Month". This month, both hosts share positive experiences that illustrate...
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Stepping Up Service: Customer Service is the New Marketing
Stepping Up Service
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 how marketers are co-opting customer service and using as a core element of their marketing strategy. Ed explains how this is overall good for the customer service culture of an organization and how it can be good for customer service professionals. Plus, Alan and Ed share their "Customer Service Story of the Month"... with both of them having a positive story to share! Ed Gagnon is the...
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Stepping Up Service: Connecting the Dots
Stepping Up Service
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 experience. Ed and Alan Jackson (Bivarus) discuss the various failure points of the experience and how this it could have been improved through stronger communications - both internally and externally. Alan and Ed also share their Customer Service Story of the Month at the end of the episode. Ed Gagnon is the President of Customer Service Solutions, helping organizations develop...
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Stepping Up Service: The 10 Contradictory Values of a Great Customer Service Team
Stepping Up Service
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 some of these terms - while seemingly contradictory - actually mesh very well to showcase different aspects of a high-performing team. Alan and Ed also share their "Customer Service Story of the Month" at the end of the episode. Ed Gagnon is the President of Customer Service Solutions, helping organizations develop long-term relationships with their clients and partnering with them to...
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Stepping Up Service: Appreciating the Employee
Stepping Up Service
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 they perform are going to have more incentive to deliver the best service possible. Alan and Ed discuss why showing appreciation to employees for the work they do is important, explain some of the aspects of effective appreciation, and then provide examples of ways that appreciation can be shown to a variety of employee types. Alan and Ed also provide their "Customer Service Story of the Month" where they...
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Stepping Up Service: Alan's Epic Customer Service Story (Rant)
Stepping Up Service
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 service experience that has him a bit frazzled. Along the way, Ed Gagnon (Customer Service Solutions) offers insight as to the various “pain points” Alan experienced and what the vendor should have done to make things right. It’s an “Epic Rant” episode, but some valuable customer service tips and reminders emerge from the discussion. Ed Gagnon is the President of Customer Service Solutions, helping...
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Stepping Up Service: Designing the Future Employee
Stepping Up Service
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 those needs. Like the example of the "Six Million Dollar Man", Alan and Ed discuss how to design the ideal future employee to meet your customer service needs. Ed explains the six traits that we need to look for in these future employees, and how those skills address emerging customer service requirements. Plus, Alan and Ed share their “Customer Service Story of the Month” where Alan steps on his...
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Stepping Up Service: Defining Disrespect
Stepping Up Service
Many customers nowadays note that “respect” is very important to...
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Stepping Up Service: Creating Emotional Engagement with Employees
Stepping Up Service
Alan Jackson (The Jackson Group, www.thejacksongroup.com) and Ed Gagnon (Customer Service Solutions, www.cssamerica.com) discuss how employee engagement requires an emotional connection between the organization and its employees…and how emotional engagement with employees is so important providing better customer service to your clients. Ed explains the importance of the emotional engagement with employees and several steps to take to make it happen within your organization. ...
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Stepping Up Service: 20 great Customer Service Quotes for 2016
Stepping Up Service
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 provide us with those reminders in a very memorable way. In this episode, Ed Gagnon of Customer Service Solutions shares twenty “Customer Service Quotes” with his co-host, Alan Jackson of The Jackson Group, quizzing him along the way as to the author of each quote. These quotes are great for sharing with co-workers or colleagues to keep customer service in the forefront of our daily...
info_outlineAlan and Ed talk about the concept of having “empathy” for your customers and why it is so important to delivering outstanding customer service. Empathy is explained through the idea of “knowing the customer’s story”… understanding where they are coming from and what is driving their needs or requests can help to better serve the customer.
Alan and Ed also talk about “Customer Service Story of the Month” where they share an experience they each had since the last episode and use it as an example of how to get customer service right (or wrong, in some situations).
About the hosts:
Ed Gagnon is the President of Customer Service Solutions, helping organizations develop long-term relationships with their clients and partnering with them to meet their core customer service needs. Learn more about Customer Service Solutions at www.cssamerica.com.
Alan Jackson is President of The Jackson Group, a survey and consulting firm specializing in employee engagement surveys, patient satisfaction surveys, market research studies and leadership development. Learn more about The Jackson Group at www.thejacksongroup.com.