Stepping Up Service-logo

Stepping Up Service

Business >

Customer service is the cornerstone of most successful organizations. 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.

Customer service is the cornerstone of most successful organizations. 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.
More Information

Location:

Hickory, NC

Description:

Customer service is the cornerstone of most successful organizations. 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.

Twitter:

@themeshtv

Language:

English

Contact:

219 1st Avenue SW Hickory, NC 28602 (828) 619-0048


Episodes

Stepping Up Service: Cuban and Branson and Bezos - Oh My!

3/5/2015
More
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 Cubans fan-focused activities, Richard Bransons 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...

Stepping Up Service: Key Customer Service Trends for 2015

1/20/2015
More
Its 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 months episode of Stepping Up Service.

Duration:00:38:58

Stepping Up Service: The Baker’s Dozen of Customer Service Metrics

12/18/2014
More
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 effort to move from Good customer service to Great". Ed also provides some industry standard goals for some of the metrics, and how organizations should always strive to exceed those numbers. And, as always, Alan and Ed share their Customer Service...

Duration:00:18:11

Stepping Up Service: Your Service Culture Checklist

10/16/2014
More
Lets say you want to better understand your organizations 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 Alans being a particularly...

Stepping Up Service: Tips for the New Business Leader

10/2/2014
More
Imagine if you had the opportunity to completely rebuild your organizations 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...

Stepping Up Service: Dissecting the Comcast Retention Call

8/19/2014
More
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...

Stepping Up Service: Making it Easy to Say "Yes" to the Customer

7/17/2014
More
Weve 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 its...

Stepping Up Service: Creating your "Voice of the Customer" Strategy

6/19/2014
More
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...

Stepping Up Service: Motivating the Unmotivated Employee

6/10/2014
More
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...

Stepping Up Service: Research Based Retention

4/15/2014
More
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,...

Stepping Up Service: 2014 Customer Service Trends

1/14/2014
More
After a full year ofStepping Up Service episodes wrapped up for 2013, its time to start looking into the future what are the trends we see for the Customer Service world in 2014? Ed shares his predictions with Alan, as they talk about the potential shift to a more holistic, face-to-face customer service world, and howbig data may be a bit overplayed. Plus, what is anoctopod? Alan and Ed also share their Customer Service Story of the Month at the end of the episode. Ed Gagnon is the President...

Stepping Up Service: Customer Service Stories... to Help Your Business

12/17/2013
More
For your listening pleasure this holiday season, Ed and Alan become storytellers for this episode of Stepping Up Service. Ed Gagnon of Customer Service Solutionsshares five stories (with almost all of them true!) about customer service experiences and discusses what we can learn from these stories and use in our own businesses or organizations. Not to be left out,Alan Jackson of The Jackson Groupalso shares a couple of stories with one of them being somewhat embarrassing for Mr. Jackson...

Stepping Up Service: Is Customer Experience a Reason to Stay or Go?

11/12/2013
More
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 Experience Management", and address how what brings your customers in often differs from what keeps them. Ed and Alan go through some various industry scenarios where the customer experience could make the difference as to whether we, as customers, "stay" or "go". Plus, as always, everyone's favorite...

Stepping Up Service: Setting Customer Service Standards

10/23/2013
More
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 experience for your customers. Many organizations are setting "Customer Service Standards", which define the core expectations of their staff in terms of how they will treat each other and customers. Ed and Alan discuss the purpose of customer service standards, the process involved, and sprinkle in...

Stepping Up Service: E-mailing for Customer Service Excellence

9/25/2013
More
E-mail has become the primary method of communication for many people and organizations. However, poor use of e-mail can have a huge impact on your company's customer service efforts. Alan Jackson and Ed Gagnon review their own"e-mail horror stories", offer a series of tips on how to best construct e-mail communications, and address when to use/not to use e-mail. Ed surprises Alan with another game, this time putting Alan in charge of his own outdoor supply company! Plus, the hosts give...

Stepping Up Service: Lessons Learned From A Young Hitchhiker

8/15/2013
More
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 individual who had hitchhiked over 200 times in the past, and found that many of the things this person did to encourage people to pick him up are similar things we need to be doing when providing service to our customers. After the story and lesson-sharing, Alan and Ed both share their "Customer...

Stepping Up Service: How to Use Research Data

8/7/2013
More
Let's say you took our advice on the last episode and started gathering customer satisfaction and experience data. Great! Now what? How can we take that data and actually use it to make changes within your organization? Ed Gagnon of Customer Service Solutions and Alan Jackson of The Jackson Group describe several ways to use customer research data and examples of ways it can impact your operations and your bottom line. And, as always, they end the show with their "Customer Service...