Stepping Up Service
© 2011 The MESH / Jackson Group Interactive0
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SubscribersThere 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 Custom...
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- 9 years ago
01:02:02
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 ...
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- 9 years ago
59:18
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 e...
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- 9 years ago
01:04:48
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 ...
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- 9 years ago
55:00
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 ...
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- 10 years ago
56:22
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...
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- 10 years ago
01:05:07
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 ...
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- 10 years ago
43:07
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) dis...
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- 10 years ago
01:01:12
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 or...
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- 10 years ago
55:24
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 rem...
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- 10 years ago
55:09
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. Ga...
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- 10 years ago
59:02
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 surpri...
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- 10 years ago
54:54
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 ...
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- 10 years ago
55:01
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 ...
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- 10 years ago
48:57
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 ...
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- 11 years ago
52:43
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 poten...
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- 11 years ago
50:46
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 seco...
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- 11 years ago
50:42
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 th...
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- 11 years ago
33:20
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 co...
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- 11 years ago
47:54
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...
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- 11 years ago
38:58
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 vario...
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- 11 years ago
38:01
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 Cu...
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- 11 years ago
44:05
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 ...
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- 11 years ago
55:35
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 ...
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- 12 years ago
49:35
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...
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- 12 years ago
44:17
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 t...
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- 12 years ago
58:09
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 pos...
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- 12 years ago
45:55
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 ...
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- 12 years ago
44:23
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 custom...
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- 12 years ago
41:07
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 ...
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- 12 years ago
48:11
After a full year of “Stepping Up Service” episodes wrapped up for 2013, it’s time to start looking into the future… what are the trends we see for the Customer Service world in 2014? Ed shares his p...
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- 12 years ago
46:42
For your listening pleasure this holiday season, Ed and Alan become storytellers for this episode of “Stepping Up Service”. Ed Gagnon of Customer Service Solutions shares five stories (with almost al...
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- 12 years ago
42:30
Ed brought up a blog post recently where an avid NFL fan explained that they were not renewing their season tickets because of the "fan experience". This leads Ed and Alan to define "Customer Experie...
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- 12 years ago
50:39
Everyone has their own definition of good customer service... so leaving it to employees of an organization to provide their own defined level of customer service could result in an inconsistent exper...
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- 12 years ago
45:48
Alan and Ed take a bit of a break from their normal discussion format as they decide to sit back and listen to Ed tell us the "Lessons Learned from a Young Hitchhiker." Ed came into contact with an i...
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- 13 years ago
51:23
So you've been trying to improve the level of customer service in your organization, and you feel that things are starting to improve. But how do you find out if your changes are truly affecting your...
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- 13 years ago
56:14
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, clients and partner...
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- 13 years ago
53:38
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 stories of some big, hous...
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- 13 years ago
49:51
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 bad news with a co-wo...
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- 13 years ago
50:37
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 to improve. But what ...
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- 13 years ago
52:08
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, Ed Gagnon of Customer...
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- 13 years ago
43:08
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 that compassion is one...
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- 13 years ago
55:26
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 actually lead to impro...
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- 13 years ago
49:40
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 as an example, Ed lea...
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- 13 years ago
46:46
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 Service Solutions, Inc. ...
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- 13 years ago
46:18
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 service lesson. Can...
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- 14 years ago
29:10
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 help owners, managers...
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- 14 years ago
34:01
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 calling anytime now about ...
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- 14 years ago
41:26
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 coin and discuss three ...
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- 14 years ago
53:06
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 Solutions (www.cssam...
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- 14 years ago
53:37
Description
Customer service is the cornerstone of most successful organizations. But with the business world evolving, thanks to technology and online communications, maintaining high customer service can become even more of a challenge. This program features Ed Gagnon of Customer Service Solutions, a leading expert in the area of customer service and process improvement, talking about how organizations can keep ”stepping up” the service they provide.
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