Stepping Up Service

The MESH

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. read less
BusinessBusiness

Episodes

Stepping Up Service: Listening to the Employee’s Voice
Jun 30 2015
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 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 how to use our employees to learn more about our customers, and then how to use their input to elevate the organization’s customer service culture. The two then provide their “Customer Service Stories of the Month”, where Alan’s negative experience is still very fresh on his brain! Ed Gagnon is the President of Customer Service Solutions, helping organizations develop long-term relationships with their clients and partnering with them to meet their core customer service needs. Learn more about Customer Service Solutions at www.cssamerica.com.Alan Jackson is President of The Jackson Group, a survey and consulting firm specializing in employee engagement surveys, patient satisfaction surveys, market research studies and leadership development. Learn more about The Jackson Group at www.thejacksongroup.com. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.