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.
This month's episode discusses the importance of Social Media in the Customer Service experience. Show hosts Alan Jackson (The Jackson Group, www.thejacksongroup.com) and Ed Gagnon (Customer Service Solutions, www.cssamerica.com) explain why organizations are looking at using Social Media platforms such as Facebook and Twitter to enhance or supplement their existing customer service processes. Along the way, they also discuss some of the challenges and potential pitfalls to watch out for when going this route. Running time: 56 minutes The Jackson Group is a management consulting firm specializing in customer and employee satisfaction surveys as well as leadership development. Learn more about them at www.thejacksongroup.com. Customer Service Solutions is a consulting firm specializing in customer retention and growth strategies, training and research. Learn more about CSS at www.cssamerica.com.
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