There are many great values that come to mind when thinking about what makes a great customer service team.  But Ed Gagnon of Customer Service Solutions (www.cssamerica.com) talks with Alan about how some of these terms - while seemingly contradictory - actually mesh very well to showcase different aspects of a high-performing team.  Alan and Ed also share their "Customer Service Story of the Month" at the end of the episode. 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.