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 Story of the Month”… which, naturally, have something to with car wrecks (again!). 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.