Customer Service Solutions’ Research Relationship with The Jackson Group Reaches the “400” Milestone -
4/13/11:
Multi-lingual, multi-nation, multi-industry – that describes the scope of the partnership that Customer Service Solutions, Inc. and The Jackson Group celebrate in recently completing their 400th research engagement together. The partnership of these two organizations has included survey work for clients in professional sports, media, and government across North and South America as well as England.
Read the Full Release
W.H. Gill & Associates Taps Charlotte-Based Customer Service Solutions to Gain Client Retention & Growth Strategy -
3/7/11:
Customer Service Solutions, Inc. was recently contracted to assess W.H. Gill & Associates’ Client Retention & Growth Strategy and to provide a plan for improving client relationships and increasing sales. CSS built a customized Action Plan based on the assessment which included over 30 recommendations relating to corporate image, organizational reputation, client relations and retention, systems utilization, and employee motivation.
Gagnon Provides Customer Experience Management and Social Media Customer Service Advice to South Carolina Recreation and Parks Leaders -
3/1/11:
Ed Gagnon, President of Customer Service Solutions, Inc. presented the Sunday Keynote speech for the South Carolina Recreation and Parks Association’s (SCRPA) Southern Leisure Management and Trends Institute. The SLM&TI was a Rock Hill, SC gathering of agency leaders responsible for recreation & parks in the State.
The first portion of the talk focused on how to design and create a great customer experience. The second part of the speech engaged the leaders in a discussion of Social Media Customer Service.
CSS Releases Online Customer Service Self-Assessment for All Employees -
2/16/11:
Customer Service Solutions, Inc. (www.cssamerica.com) has launched the AMIGREATAT Assessment, a 100 question self-evaluation tool free to all owners of the new book: Am I GREAT at Customer Service? Ed Gagnon, author of the book and President of CSS, invites anyone who has purchased Am I GREAT at Customer Service? to go to the book website (www.amigreatat.com) and click on the “Book Owners Only” tab to take the AMIGREATAT Assessment.
Charlotte’s Customer Service Solutions Launches Corporate Vision/Values Development Product -
2/11/11:
Customer Service Solutions, Inc. (CSS), a client retention consulting, research, and training firm, has launched its new Vision/Values Development product. Created in response to clients needing to redefine their future goals and strategy, Vision/Values Development services enable quick, clear, and effective creation of key foundation statements for any business.
Johnson & Wales University Makes 5th Year Customer Service Training Commitment with Charlotte’s Customer Service Solutions -
1/25/11:
For the fifth consecutive year, Customer Service Solutions, Inc. (www.cssamerica.com) has been engaged by Johnson & Wales University’s Charlotte Campus for customer service training-related services. CSS, the Charlotte-based customer service firm, will provide its unique Training Reinforcement program in 2011.
Wilkes Regional Makes 5th Year New Hire Training Commitment with Charlotte’s Customer Service Solutions -
1/12/11:
For the fifth consecutive year, Customer Service Solutions, Inc. (www.cssamerica.com) has been engaged by Wilkes Regional Medical Center for new hire customer service training. CSS, the Charlotte-based customer service firm, will provide its unique Service Excellence program in 2011.
James Sprunt Community College uses Secret Shopping Program to Gain Insight on Customer Service to Students -
1/3/11:
Charlotte, NC-based Customer Service Solutions, Inc. (www.cssamerica.com) was recently contracted to provide Consultative Mystery Shopping services to James Sprunt Community College (www.jamessprunt.edu). JSCC wanted an objective evaluation of customer service performance in a few targeted areas during Fall Registration. The College was looking to determine opportunities for improving the ease and effectiveness of communications with and service to students.
Customer Service Solutions Easily Accessed at New Website -
11/2/10:
Customer Service Solutions, Inc. has launched their newly redesigned website at www.cssamerica.com, making access to customer service tips, news, and articles easier than ever before. Visitors to www.cssamerica.com will find straight forward navigation to industry-specific research, retention, and consulting services as well as greater opportunities to engage in customer service conversations via social media channels. "Those who want to set themselves apart from the competition by being the best they can be at customer service will find the resources they need to accomplish that at CSSAmerica.com," says Edward D. Gagnon, president of Customer Service Solutions.
Customer Service Solutions’ Gagnon to Conduct Management Sessions for SCRPA -
8/12/10:
Customer Service Solutions, Inc. (www.cssamerica.com) will provide two separate management sessions at the South Carolina Recreation and Parks Association’s (SCRPA) annual conference, to be held September 12-14 on Hilton Head Island.
The first session, entitled “Get Everyone on the Same Page – for the Customer,” will teach participants how to create a work environment where employees are working towards the same goals. Strategies and their implementation will be discussed, as will the importance of customer service and the customer experience.
The second session, “Become a Model…of a Customer-focused Manager,” is geared towards managers who want to coach their staff towards better customer service behaviors. The specific behaviors that managers should model to staff in order to foster a customer service-oriented culture will be addressed; this helps staff to buy-in to the behaviors that engender customer satisfaction and loyalty.
Charlotte-Based Customer Service Solutions Provides Process Redesign and Training for DASH Courier & Logistics -
8/5/10:
Customer Service Solutions, Inc. (www.cssamerica.com) was recently contracted to provide process redesign consulting for DASH Courier & Logistics’ order-taking system. The project culminated in two training sessions for 20+ members of both management and staff on the new process and its guiding principles. Training was run by CSS President and Founder Ed Gagnon in June and July.
According to Bob Carlson, President of
Dash Courier & Logistics, “We realized with our explosive growth throughout the Carolinas, we needed to bring in outside expertise to take a fresh look at our order entry process, redesign it for efficiency and customer service improvements, and then retrain our staff. CSS fit the bill perfectly for us. They got our people involved in the process. We’re certain to see improvements at all seven of our branch locations.”
Customer Service Solutions’ Gagnon Provides Front-Line Training to SCRPA Members -
8/3/10:
Ed Gagnon, President of Customer Service Solutions, Inc. (www.cssamerica.com) conducted front-line training for thirty members of the South Carolina Recreation and Parks Association (SCRPA) at Seven Oaks Park facility in Columbia, SC. Attendees represented Park & Rec agencies from across the Palmetto State.
The training session included an interactive group section for small group role play given certain customer service dilemmas and situations. Attendees came away with a better understanding of the importance of customer service’s role in business success, how to handle customer complaints the right way the first time, and how to deal with irate and frustrated customers. SCRPA members were taught the tools they’d need to define an employee’s personality and react to that customer’s concerns in a fashion appropriate to those personality types.
Jim Headley, Executive Director of the SCRPA, stated that participants were thrilled with the training. Among the comments Mr. Headley received were “I can’t say enough good things about the training. I have been doing good customer service for many years, but it offered some information on how to handle difficult customer situations that we all run into. They discussed different customer personality types which included the social butterfly and the rambler. Also they covered how to diffuse the irate customer who is irrationally taking a problem out on you the front line staff. It was a great presentation where he kept everyone engaged and attentive.”
Customer Service Process Guide Am I Great at Customer Service? to be Available in First Hardcover Edition -
8/2/10:
Ed Gagnon, President of Customer Service Solutions, Inc. (www.cssamerica.com) will release his second book,
Am I Great at Customer Service? in hardcover for the first time on August 20. The book, to be published by CreateSpace, was released in e-book format in May via
www.smashwords.com.
Am I Great at Customer Service? was written and edited over the past year, inviting readers to review the 25 qualities of people who are truly GREAT at customer service. The self-evaluation process in the book allows readers to compare themselves to true “customer service stars.” Gagnon focuses on the attitudes and actions of those great at customer service, and each chapter describes a characteristic of greatness, incorporating funny, interesting, and thought-provoking stories that illustrate the point. The book is available for desktop, Sony Reader, Amazon Kindle, Stanza, MobiPocket and Palm devices at
https://www.smashwords.com/books/view/14694.
Customer Service Solutions and S.T.A.R. Resources Form Strategic Partnership -
7/19/10:
Customer Service Solutions, Inc. (www.CSSAmerica.com) and S.T.A.R. Resources (www.STARResources.biz) have formed a strategic partnership to provide clients with a broader array of services including customer retention and growth strategies, assessments, training, team building and research services.
"Our work with financial services firms, government agencies, educational institutions, healthcare providers and others will be enriched by the S.T.A.R. Resources employee and team assessment tools as well as their executive and staff-level coaching expertise," says Edward D. Gagnon, president of Customer Service Solutions.
Customer Service Expert Gagnon Releases Am I Great at Customer Service? on EBook -
6/1/10:
Ed Gagnon, President of Customer Service Solutions, Inc. (www.cssamerica.com) has just released his second book, Am I Great at Customer Service? via Smashwords.com. The book will be released in hardcover by CreateSpace in July.
The book, written and edited over the past year, invites readers to review the 25 qualities of people who are truly GREAT at customer service, and to compare themselves to true “customer service stars.” The book focuses on the attitudes and actions of those great at customer service, and each chapter describes a characteristic of greatness, incorporating funny, interesting, and thought-provoking stories that illustrate the point. The book is available for desktop, Sony Reader, Amazon Kindle, Stanza, MobiPocket and Palm devices at
https://www.smashwords.com/books/view/14694.
Customer Service Solutions’ Gagnon Teaches Charlotte Chamber to Survive and Thrive -
4/26/10:
Ed Gagnon, President of Customer Service Solutions, Inc. (www.cssamerica.com) was the featured speaker for the Charlotte Chamber of Commerce’s April Survive and Thrive breakfast. Over fifty Chamber members were in attendance for Gagnon’s presentation on instilling customer loyalty and passion. Mark Norman of Johnson & Wales University – a client of Customer Service Solutions – also spoke on the value of customer service training and mystery shopping on a University campus.
Customer Service Solutions’ Gagnon Speaks to Rock Hill Partners -
2/17/10:
Ed Gagnon, President of Customer Service Solutions, Inc. (www.cssamerica.com) was the featured speaker for Rock Hill Business Partners Network, the Rock Hill chapter of Professional Network Connections (PNC). Attendees from the real-estate, non-profit, service and finance fields were treated to Gagnon’s expertise in strategies to develop relationships with existing clients to ensure retention, and to grow their business with current clients.
Customer Service Solutions Provides Training to Johnston Health -
10/15/09:
Customer Service Solutions, Inc. (www.cssamerica.com)
has been engaged by Johnston Health (Smithfield, NC) for specialized
customer service (CS) training. The customized three-wave training
format was designed specifically for Johnston Health after CSS President
Ed Gagnon’s two onsite visits.
Customer Service Solutions’ Relationship with NRS Media Canada Reaches
New Milestone - 9/30/09:
Customer Service Solutions, Inc. (www.cssamerica.com)
recently completed its sixtieth
Customer Satisfaction
Survey for international media consulting firm NRS Media’s Canadian
division.
CSS conducts these
surveys for NRS Media clients, and the web and telephone-based research
is conducted in both English and French.
Customer Service Solutions Signs New Contract, Assumes New Role with
City of Charlotte -
8/25/09:
Customer Service Solutions, Inc. (www.cssamerica.com)
has been retained by the City of Charlotte as its annual business
partner for local business research. The Economic Development Division
of the City’s Neighborhood & Business Services department will take
advantage of Customer Service Solutions’ experience in business growth
and customer retention to analyze local business performance and
business leaders’ perceptions about the Queen City’s business and
economic climate.
LEDA Benefits from Customer Service Solutions Intelligence -
8/25/09:
The Lincoln Economic Development
Association (LEDA) has renewed its contract with Customer Service
Solutions, Inc. (www.cssamerica.com)
for the 2009-2010 fiscal year.
The Lincolnton-based group is a private, non-profit corporation charged
with facilitating industrial, office and commercial development in
Lincolnton and Lincoln County.
Interactive Marketing Agency WebsiteBiz Focuses on Customer Service
Solutions - 7/13/09:
Interactive marketing agency WebsiteBiz
(www.websitebiz.com)
recently partnered with Charlotte-based Customer Service Solutions, Inc.
(www.cssamerica.com)
to keep the focus clearly on the clients WebsiteBiz serves.
Customer Service Solutions Launches Service Advice Blog -
6/11/09:
Customer Service Solutions, Inc. (www.cssamerica.com),
has launched an advice and expertise blog entitled, appropriately
enough, Customer Service Solutions: Thoughts on the World of Customer
Service and Tips on Service for Business.” The online column, released
through WordPress, is located at
http://serviceadvice.wordpress.com and contains advice on the world
of customer service in general, along with specialty sections for the
healthcare field, education, government, and sports business.
City of Aiken Chooses Customer Service Solutions - 3/23/09:
Customer Service Solutions, Inc. (www.cssamerica.com)
has been engaged by the City of Aiken Parks, Recreation and Tourism
Department for specialized customer service (CS) training.
Customer Service Solutions and NRS Media Partner for Customer
Satisfaction in South America - 3/19/09:
Customer Service Solutions, Inc. (www.cssamerica.com),
which recently completed its 300th
Customer Satisfaction Survey for Atlanta-based NRS Media, has
partnered with the firm to conduct surveys for two NRS Media radio
station clients in Colombia. CSS, which also conducts surveys for the
firm in the United States, United Kingdom and Canada, conducted and
analyzed the surveys in Spanish. Each survey measured satisfaction
among companies which purchase advertising with NRS Media’s client
stations.
S.C. National Heritage Corridor Retains Customer
Service Solutions - 3/19/09:
Customer Service Solutions, Inc. (www.cssamerica.com)
recently provided a custom-developed customer service presentation to
the South Carolina National Heritage Corridor. Entitled “Serving to
Succeed,” the seminar was designed to educate the collection of regional
South Carolina museums, historical sites and farms on the financial
importance of customer service to their individual businesses. CSS
President Ed Gagnon, who gave the presentation, also gave tips on how to
improve the overall customer experience and to drive customer loyalty.
RCCC Faculty Attend Workshop by Customer Service
Solutions - 3/19/09:
The faculty and staff of Roanoke-Chowan Community
College recently participated in a Customer Care Workshop given by
Customer Service Solutions, Inc. (www.cssamerica.com).
Over 120 employees of RCCC were in attendance as CSS President Ed Gagnon
spoke about the importance of the individual interaction, non-verbal
communication, and the impact of customer service on individual
employees and on the College as a whole.
Customer Service Solutions Renews Training Commitment
for Wilkes Regional New Hires - 3/19/09:
Customer Service Solutions, Inc. (www.cssamerica.com)
has been engaged again in 2009 by Wilkes Regional Medical Center for new
hire training. The Charlotte-based customer service firm will provide
its unique Service Excellence program on an ongoing quarterly basis.
Customer Service Solutions Leads Service Training Retreat at York County
Library -
12/1/08:
Customer Service Solutions, Inc. (www.cssamerica.com)
recently conducted Service Excellence Training at the York County
Library in South Carolina. The training was conducted during a retreat
of all YCL staff and featured a special emphasis on communications
techniques, a unique concern in a library’s traditionally quiet setting.
LA Clippers Tap Into Customer Service Solutions Expertise - 12/1/08:
Customer Service Solutions, Inc. (www.cssamerica.com)
was recently contracted by the Los Angeles Clippers to provide Fan
Relationship Development training for its Sales and Fan Relations
staff. The training took place in two parts, consisting of training on
communications techniques and Fan Relationship Development strategies.
Customer Service Solutions Reaches Research Milestone with NRS Media - 11/15/08:
Customer Service Solutions, Inc. (www.cssamerica.com)
recently completed its 300th
Customer Satisfaction
Survey for Atlanta-based NRS Media. CSS conducts surveys for the
firm in the United States, United Kingdom and Canada.
Customer Service Solutions’ Gagnon to Speak to Pineville-South Meck
Kiwanis
- 11/1/08:
Ed Gagnon, President of Customer Service
Solutions, Inc. (www.cssamerica.com)
will appear at the Pineville-South Mecklenburg Kiwanis Club’s November 5th
breakfast meeting as its featured speaker. Gagnon will discuss the
Future of Customer Service, what strategies companies will undertake,
and what the impact will be on consumers.
Orlando Magic and Customer Service Solutions Complete
Fifth Season of Partnership - 9/1/08:
Customer Service Solutions, Inc. (www.cssamerica.com)
recently completed its fifth season providing fan retention consulting
and research services for the Orlando Magic NBA franchise. The
Charlotte-based firm provided season-long mystery shopping services for
the Magic, reviewing service experienced during email exchanges,
telephone calls, gameday experience and ticket purchasing.
Customer Service Solutions Trains PLCMC in Service
Excellence - 9/1/08:
Customer Service Solutions, Inc. (www.cssamerica.com)
recently completed a training services engagement with the Public
Library of Charlotte & Mecklenburg County (PLCMC). These services
included providing Customer Service Solutions’ Service Excellence
Training to all of PLCMC’s internal staff and branch staff, a
participant group of over six hundred employees in all. The training
entailed learning to engage customers positively, clarifying and
confirming customer needs, diffusing the upset customer and
self-recognition of body language and tone.
“Charlotte Now” Features Ed
Gagnon of Customer Service Solutions
-
8/15/08: Ed Gagnon, President of Customer
Service Solutions, Inc. (www.cssamerica.com),
and Brian Cox of Mecklenburg County Government were recently the guests
of Mike Collins on WJZY’s “Charlotte Now,” discussing the nature of
customer service in the early 21st century and its evolution
over the last ten years. Gagnon
presented a unique perspective, as Customer Service Solutions is
currently celebrating its tenth anniversary and so has been in operation
for the duration of the era discussed on the program.
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