What percentage of your customers who visit your site hit your FAQ/Help page?

A. Less than 15
B. More than 15%
C. Don’t have a FAQ/Help page

How fast is your company’s response to customer messages, emails and questions involving research?

A. Within 24 hours
B.  48 hours plus
C.  It depends if we are busy and if we have enough staff.

What percentage of your calls are dropped or abandoned on a daily basis?

A. 10% or less
B.  Over 10%
C.  We don’t keep track of that.

How fast can you get statistics to analyze your call volume?

A. Can see immediate live statistics
B.  One day.
C. We don’t utilize call statistics.

Do you utilize a call center to help ensure customer satisfaction?

A. Yes
B.  We utilize literature and our website to answer all customer questions.
C.  We should do something.

Do you have a visible 800 number for your customers to contact?

A. Yes
B.  They have to do a little searching.
C.  No.

Do you have a customer service training program for your customer service representatives?

A. Yes, we have a complete training program for our CSR’s.
B.  Our CSR’s are given general product training.
C.  We do not have a training program.

What percentage of your customers do you think would rate your customer service exceptional?

A. 85-90%
B.  Below 85%
C.  Don’t know

Are your CSR's constantly monitored to help ensure the highest level of quality.

A. Yes
B.  They are monitored sporadically
C.  We don’t monitor our representatives

Do you give complaints and difficult issues your top priority?

A. Yes
B.  They are given the same priority as all other issues.
C.  We try to avoid them.

If you answered mostly A’s

If you answered mostly B’s.

If you answered mostly C’s.

If you answered mostly A’s

If most of your answers were A’s your company has an excellent customer service level. Your company recognizes the importance of having live customer service available to your customers. By maintaining above average statistics, ensuring quality through monitoring and by making it easy for your customers to contact your company, you have created an exceptional customer service program. At EMS we provide the above average outstanding customer service that your company is striving for and can help you maintain and even improve upon. By giving our sales and planning team a call, we will help you to create a plan to sustain and expand on your customer relationship management.

If you answered mostly B’s.

If most of your answers were B’s it sounds like your company has taken the initiative to create a CRM program, but you are still lacking in some areas. While you may be fully capable of creating a successful CRM program, you may have more directly important things you need to concentrate on. If you currently outsource your CRM, you may need to take a step back to analyze if you are getting what you are paying for. At EMS we can improve your CRM program by up to 100%. It is always our goal to exceed industry standards as well as exceed our clients’ expectations. By contacting our sales and planning team we can let you know just how much we can improve your CRM program and help your company get on the road to complete customer satisfaction.

If you answered mostly C’s.

If you answered mostly C’s your customer service is in need of some help. The importance of having a customer service program can often be overlooked by many companies. It is essential to the success of a business to have a complete customer service program. If you do not have happy customers, chances are your company may eventually not have any customers left. Making the decision to contact EMS could drastically help improve your customers’ satisfaction level. The sales and planning team at EMS will work with you to create a complete and successful CRM program. They will work with your company to create a cost effective and quality efficient customer service program. At EMS we will ensure your customers' satisfaction and minimize your direct customer service responsibilities.