Stepping Up Service
A monthly podcast
Stepping Up Service
Episodes
Stepping Up Service
A monthly podcast
Episodes of Stepping Up Service
Mark All
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 o
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
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) di
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 contra
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 s
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 Gagn
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", Ala
Many customers nowadays note that “respect” is very important tothem and they get angry when they feel “disrespected.” AlanJackson (The Jackson Group) and Ed Gagnon (Customer ServiceSolutions) discuss what customers see as “respect" and wha
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 emotion
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 epis
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 critic
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 C
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 expe
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
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
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
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!
What should our approach be towards new customers that are experiencing our organization for the first time? How should we cater the customer service experience, what should we hope to learn, and what are some strategic approaches for handling
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
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-foc
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
Alan really likes metrics… so imagine his surprise as Ed discusses 13 Customer Service metrics every organization should be using! These metrics can be used to benchmark and track their own customer service culture and experiences, all in an ef
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 impression
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
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,
Unlock more with Podchaser Pro
- Audience Insights
- Contact Information
- Demographics
- Charts
- Sponsor History
- and More!
- Account
- Register
- Log In
- Find Friends
- Resources
- Help Center
- Blog
- API
Podchaser is the ultimate destination for podcast data, search, and discovery. Learn More
- © 2024 Podchaser, Inc.
- Privacy Policy
- Terms of Service
- Contact Us