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Crafting an exceptional customer experience is a tall order, but not an impossible one. If you’re striving to serve your customers well, you already know it requires being present and ready to serve on multiple channels- truly, wherever your customers are. Ensuring consistency among each of your channels can be a daunting task, but it’s not impossible. With omni-channel communication, seamless …
The idea of customer service is a simple one, but as anyone in the industry knows, it contains many moving parts. Generally what springs to mind are instances of customer service agents answering questions, speaking with angry customers, and troubleshooting issues. We tend to think of customer service as a passive action; customers reach out and we are here to …
Raving reviews, recommendations to friends, words of gratitude… these are all customer interactions every business strives for. It feels good to get the ‘thumbs up’ from your customers; like a reason to celebrate. But what about customer complaints? Have you ever read a scathing review, taken an angry phone call, or found negative feedback about your business online? Customer complaints …
On March 17th, 1999, we took our very first customer interaction as EMS (at the time, Email Solutions). In the last 20 years, we’ve expanded our space, increased capacity, and implemented new services to accommodate the rapidly-changing customer service landscape. Many things have changed in two decades, but our commitment to bringing our clients the highest quality call center services …
If you’ve ever decided to skip lunch at your favorite restaurant after seeing the line stretch around the side of the building, you can easily imagine how your customers feel when they are put on hold. Customers’ tolerance for wait times is getting shorter and shorter. Anything longer than a few minutes feels like an eternity and could result in …
If you’re a call center agent, you know that life in a call center moves quickly. It can be easy to get lost in the day-to-day grind of jumping from one customer interaction to the next without giving it much thought. However, the job you have is an important one: you are the person who has the capability to humanize …
If customer loyalty is the destination we’ve set for our businesses, customer satisfaction is the vehicle we’re riding in. So, how do you know if a customer is satisfied? If you’re not measuring customer satisfaction, you’re likely missing out on some key data and making uninformed decisions; essentially driving your car without a road map. Measuring customer satisfaction doesn’t have …
When it comes to offering exceptional customer service, there can be a lot of moving parts. Sure, some of it might be common knowledge and some of it you may learn from experience, but there’s a lot to be said for learning from the experts. If one of your goals for 2019 is to improve your customer service, opening up …
January is here and we’ve all got our fingers on the reset button. From our diets to our finances, most of us have a few things in our lives we would like to clean up. But New Year’s resolutions aren’t just for our personal lives- in fact, January is the perfect time to evaluate what is working in your business …
Whatever your business, we can bet that the holiday season brings opportunities along with challenges. Consumers are stressed and pressed for time and that can create the climate for difficult interactions, misunderstandings, and flaring tempers. We all know we can’t afford customer service slip-ups during the holiday season; now more than ever, it’s important to focus on customer service. Don’t …
