Ed Gagnon is President of Customer Service Solutions, Inc., a customer service and retention consulting firm.  An expert resource in his field, Ed recently wrote his second book Ask Yourself…Am I GREAT at Customer Service?.  In addition, he co-hosts the Stepping Up Service podcast on The MESH Network, has written close to 50 articles in the Service Solutions column for the Charlotte Business Journal, blogs on customer service, and has composed over 600 editions of the Customer Service Tip of the Week – an e-Newsletter.

CSS, a Charlotte, NC-based consultancy, uses organization-wide culture and client retention assessments, customer service training, and research such as surveying and mystery shopping to help clients improve customer satisfaction, loyalty, and revenue.

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