Stepping Up Service: ”Be Good When Things Go Bad”
There are some industries where customer perceptions are more based on how you handle the tough situations than on whether or not you delive...
Radio and PodcastLive Radio & Podcasts
Business
Stepping Up Service
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...
Episodes
20 of 58 episodes
Stepping Up Service: Customer Service is the New Marketing
This month's episode addresses how many market professionals are claiming that customer service is really just a form of marketing... and ho...
Stepping Up Service: Connecting the Dots
Ed Gagnon (Customer Service Solutions) shares a personal story about his experience with a telecommunications company and how their poor int...
Stepping Up Service: The 10 Contradictory Values of a Great Customer Service Team
There are many great values that come to mind when thinking about what makes a great customer service team. But Ed Gagnon of Customer Servic...
Stepping Up Service: Appreciating the Employee
Employees of any organization play a critical role in the level of service that is delivered to customers. And employees that feel appreciat...
Stepping Up Service: Alan’s Epic Customer Service Story (Rant)
This month’s episode is different than previous installments; in this episode, Alan Jackson (Bivarus/The Jackson Group) takes over the micro...
Stepping Up Service: Designing the Future Employee
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...
Stepping Up Service: Defining Disrespect
Many customers nowadays note that “respect” is very important to them and they get angry when they feel “disrespected.” Alan Jackson (The Ja...
Stepping Up Service: Creating Emotional Engagement with Employees
Alan Jackson (The Jackson Group, www.thejacksongroup.com) and Ed Gagnon (Customer Service Solutions, www.cssamerica.com) discuss how employe...
Stepping Up Service: 20 great Customer Service Quotes for 2016
Sometimes all we need are simple, everyday reminders about the importance of customer service in our organization. Quotes by famous – and so...
Stepping Up Service: Predicting the Exit
In many organizations, losing a customer could come as a shock or surprise…. but there may have been pieces of information that could have h...
Stepping Up Service: Instilling the 4 S’s of the Customer Experience
In this episode, Ed explains to Alan the four “Must Do’s” to have the foundation your organization needs for a successful customer experienc...
Stepping Up Service: Making the Most of the Millennial Moment
The generation known as “Millennials" are a large and growing segment of the customer base of many businesses. They are a unique – and in so...
Stepping Up Service: Avoid Being Called ”Rude”
If there is one phrase that is heard commonly when describing poor customer service experiences, it is “that person was RUDE.” The term “rud...
Stepping Up Service: Know the Customer’s Story
Alan and Ed talk about the concept of having “empathy” for your customers and why it is so important to delivering outstanding customer serv...
Stepping Up Service: A Customer Service Approach to E-mail Marketing
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...
Stepping Up Service: Listening to the Employee’s Voice
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 re...
Stepping Up Service: When Customer Service Defines Your Brand
There are several examples of how a company’s actual customer service experience impacted their brand (positively and negatively). Alan and...
Stepping Up Service: Cuban and Branson and Bezos - Oh My!
What makes a “Customer-Centric Leader”? Ed shares three examples of high-profile leaders that spend a great deal of their time and energy fo...
Stepping Up Service: Key Customer Service Trends for 2015
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 custom...