handshake with two hands with text overlay "finding the opportunity in every customer interaction" ems crm, customer service, call center

Finding the Opportunity in Every Customer Interaction

EMS CRM call center help, customer service

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 …

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Celebrating 20 Years

EMS CRM call center help, customer relationship management, customer service

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 …

Image of a hand holding a pen, taking a survey. Text overlay reads "How Do You Measure Customer Satisfaction?"

How Do You Measure Customer Satisfaction?

EMS CRM customer service

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 …

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4 Customer Service Books to Read in 2019

EMS CRM customer service, quick tips

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 …

Notebook page with "2019 New Years Resolutions; 1. 2. 3. 4. 5." written on it. Blue circle with white text overlay that says "Five Customer Service Resolutions for 2019"

5 Customer Service Resolutions for 2019

EMS CRM customer service, quick tips

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 …

blue christmas ornament and white christmas ornament with lights in the background

Focusing on Customer Service During the Holidays

EMS CRM customer service, quick tips

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 …

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The Consumer-Brand Relationship: Unlocking Brand Loyalty

EMS CRM customer relationship management, customer service

Building a strong brand relationship with your consumers is the best way to establish brand loyalty, which is what every business strives for. When you’ve got loyal customers, you’re able to focus on serving them well with the confidence that you’ll continue receiving their business. In turn, your customers will be able to choose you easily, every time, with confidence …

hand calendar pen text

5 Reasons to Love Customer Service Week

EMS CRM customer service

It’s Customer Service Week- our favorite week of the year! Every year since 1992, Customer Service Week has been a nationally recognized event, celebrated during the first full week of October. Here at EMS, we like to take it as an opportunity to thank our clients and celebrate our exceptional employees. We know that customer service isn’t always the easiest …