Author: Support Services Group

Customer experience (CX) can make or break a business, and today’s customers have high standards for what makes exceptional customer experience. Casual service — marked by a lack of urgency and a relaxed approach to customer needs — simply doesn’t...

Exceeding client expectations is something many organizations aim and claim to do. But what does that mean? At Support Services Group (SSG), it means being ON IT. We always take a proactive, solution-oriented approach to everything we do for our...

Understanding and meeting customer expectations is crucial for sustained success, and customer feedback loops play a pivotal role in this process. Effectively collecting, analyzing, and acting on customer feedback ensures an organization has a vital source of insights for driving...

Emotional intelligence — or emotional quotient (EQ) — lies at the heart of every outstanding customer interaction. It involves understanding and managing one’s own emotions while effectively recognizing and responding to the emotions of others. It’s a critical skillset that...

Brian Wint — President of Operations and Finance at SSG — discusses his passion for customer experience (CX). Discover how SSG’s ON IT culture translates to top-tier performance, relentless pursuit of solutions, and uninterrupted peace of mind for our clients....

Lori Merritt — SVP of Client Services at Support Services Group — discusses personalized customer support for luxury brands. Find out how SSG ensures agents feel personally connected to our clients’ products and services, and see how this turns sales...