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: cssamerica.com/how-good-are-you-when-things-go-bad-89...
Dec 13, 2016•1 hr 2 min
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 St...
Nov 22, 2016•59 min
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 Gagn...
Oct 20, 2016•1 hr 5 min
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 organi...
Sep 20, 2016•55 min
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 ty...
Aug 17, 2016•56 min
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 dis...
Jun 14, 2016•1 hr 5 min
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 ...
May 19, 2016•43 min
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 Service Solutions) discuss what customers see as “respect" and what the idea of “disrespect" looks like to them. Ed gives several examples of what employees may be doing that could make the customer feel disrespected…and how to avoid those anger-inducing actions. And to close out the episode, Alan and Ed share their “Cust...
Apr 12, 2016•1 hr 1 min
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. About the hosts:Ed G...
Mar 24, 2016•55 min
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 colle...
Feb 18, 2016•55 min
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 planning to leave. Gathering and using this information is critical to helping “predict the exit” of a customer or client. Ed Gagnon of Customer Service Solutions shares with Alan Jackson (of The Jackson Group) specific examples of how to predict which customers may leave your business and what to do about those most at-...
Jan 14, 2016•59 min
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 think – there are surprises galore! This topic is based on one of Customer Service Solution's "Tip of the Week” which can be found at this address:http://cssamerica.com/the-4-ss-of-the-customer-experience-101315-customer-service-tip/ About the hosts:Ed Gagnon is the President of Customer Service Solutions, helping organizat...
Nov 24, 2015•55 min
The generation known as “Millennials" are a large and growing segment of the customer base of many businesses. They are a unique – and in some ways – very demanding group. When it comes to providing them with the customer service they are expecting, there are a few tips we all need to keep in mind. Ed discusses this unique group, their needs and expectations, and how we can match those needs in this month’s episode of “Stepping Up Service”. And, as always, Alan and Ed share their “Customer Servi...
Oct 15, 2015•55 min
If there is one phrase that is heard commonly when describing poor customer service experiences, it is “that person was RUDE.” The term “rudeness” is used to describe a variety of ways customers may feel neglected, talked to in a condescending way, or treated with harshness. But what is the cost to an organization of someone saying they were “rude”? What causes people to perceive things as rude? And, most importantly, what can we do to avoid being given this label?Alan and Ed discuss the concept...
Sep 17, 2015•49 min
Alan 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 ...
Aug 18, 2015•53 min
E-mail has become one of the most useful tools for marketing your organization… but many people forget that there is also a customer service element to using email to communicate with current or potential customers. Alan Jackson of The Jackson Group talks with Ed Gagnon of Customer Service Solutions about some tips for applying a customer service approach to your organization’s e-mail marketing strategy. Plus, Alan and Ed share their Customer Service Stories of the Month at the end of the episod...
Jul 21, 2015•51 min
We talk a lot on “Stepping Up Service” about listening to the “voice” of the customer to see how we can improve the customer service they receive. But few realize that asking our employees is the second best way of learning about our customers! Alan Jackson of The Jackson Group (www.thejacksongroup.com) speaks with his co-host, Ed Gagnon of Customer Service Solutions (www.cssamerica.com), about how to gather and use the voice of our employees in order to better serve our customers. Ed describes ...
Jun 30, 2015•51 min
There are several examples of how a company’s actual customer service experience impacted their brand (positively and negatively). Alan and Ed talk through some of these real-life examples and how the company’s reputation for customer service - or lack thereof - has helped create a brand image even stronger than the service it actually provides.Alan and Ed also share their “Customer Service Story of the Month”, talking through a recent experience they each had and how the service they received m...
Mar 24, 2015•33 min
What makes a “Customer-Centric Leader”? Ed shares three examples of high-profile leaders that spend a great deal of their time and energy focusing on the customer experience and why it helps their companies be successful. Mark Cuban’s fan-focused activities, Richard Branson’s “2nd Impression” philosophy and Jeff Bezos’ customer service tips are all covered during this episode. Plus, Alan and Ed share their Customer Service Story of the Month! Ed Gagnon is the President of Customer Service Soluti...
Mar 05, 2015•48 min
It’s the start of a new year, so Alan and Ed bring out their crystal ball as they predict Customer Service Trends for 2015! What will customers be wanting more of in the coming year? And what should companies be paying more attention to with regards to their customer service approach? Ed has some predictions to share in this month’s episode of “Stepping Up Service”. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Jan 20, 2015•39 min
It’s Thanksgiving, so Alan and Ed decided to show a little love to some companies that have set high standards for customer service during recent encounters. Ed talks about four companies, from various industries, that have made big impressions on him recently, and have caused him to be truly “thankful” for their service.And, as always, Alan and Ed share their Customer Service Story of the Month, with Alan’s story being about a new company he has become very thankful for, while Ed’s story is not...
Nov 18, 2014•38 min
Let’s say you want to better understand your organization’s customer service “culture”, and you need a straightforward way to self-assess the culture and opportunities for improvement. Ed Gagnon of Customer Service Solutions walks Alan through such an assessment for his fictional Halloween Costume business, talking through the 8 keys to changing the culture and how we should measure them.Alan and Ed also share their Customer Service Stories of the Month, with Alan’s being a particularly frustrat...
Oct 16, 2014•44 min
Imagine if you had the opportunity to completely rebuild your organization’s “service culture”, defining how you are going to serve your clients and customers and the values that will be communicated at all levels. For some new organizations, or new leaders in an existing organization, those opportunities exist.Ed Gagnon of Customer Service Solutions talks with Alan about the five key strategies and principles to undertake if you are in a position to either build a service organization from scra...
Oct 02, 2014•56 min
A customer of one of the largest internet providers in the nation tried to have their service disconnected… and in the process had a very frustrating “retention call” experience that he then recorded and posted for the whole Internet to hear. Alan and Ed discuss this infamous call, and point out some of the more interesting phrases used by the retention agent and why they should be avoided. Along with this discussion, Alan and Ed share their “Customer Service Stories of the Month”… and just as a...
Aug 19, 2014•50 min
We’ve all had those experiences where we hear that dreaded word “NO” from a customer service representative, whether we are asking for assistance in a matter or looking for a company to do something a bit outside of their normal operations. Unfortunately, in many situations, those people we are speaking to are saying “NO” to us because their organization has not made it easy for them to say “YES”. Alan talks with Ed about how an organization can set up an environment that enables and empowers it...
Jul 17, 2014•44 min
Ed and Alan have always discussed the importance of listening to the “Voice of the Customer” whether through surveys, focus groups, etc. However, effectively using that customer “voice” information takes more than just conducting the survey or gathering the data. Ed and Alan discuss how to develop strategic approach for using customer “voice” information to improve the service your organization delivers. Ed Gagnon is the President of Customer Service Solutions, helping organizations develop long...
Jun 19, 2014•58 min
You may think of yourself as a strong advocate for customer service in your organization … but what about that employee that is obviously not engaged in their work or in providing the best service possible? How can we motivate the “unmotivated employee”? Alan and Ed talk through four ideas to help get those employees on the right track and to help them go the “extra mile” for your customers. Ed Gagnon is the President of Customer Service Solutions, helping organizations develop long-term relatio...
Jun 10, 2014•46 min
Keep your your clients and customers happy is critical… so the idea of managing “retention” becomes very important for every business or organization. There are many ways to use research and data to help manage and improve your customer retention, and in this episode Alan and Ed discuss several of them and some best practices for their application. Plus, they end the episode with their traditional “Customer Service Story of the Month”. Ed Gagnon is the President of Customer Service Solutions, he...
Apr 15, 2014•44 min
Many organizations are adopting the concept of creating an "Always Culture", especially in the healthcare industry where standardized satisfaction surveys ask patients to tell us how often good customer service takes place. The goal is to not have customer service be a light switch (turning on and off as needd), but instead for it to be an "all the time" thing. Alan and Ed discuss how to create and maintain an "Always Culture" in your organization in this month's episode of Stepping Up Service. ...
Mar 18, 2014•41 min
So let's say you're wanting to enhance your organization's Customer Service Experience, and you want to do it quickly. Sometimes the best way to get something started quickly is to adapt what others have done... even if those other organizations are from other industries. In this episode, Ed explains to Alan how we can use organizations as "best practices", and adopt some of their practices into our own situations. Some of the best names in the world of customer service are discussed - Zappo's, ...
Feb 18, 2014•48 min
