CUSTOMER SERVICE WEEK
Customer Service Week during the first full work week in October recognizes the first-line staff who keep customers informed, satisfied, and the company running.
When is the last time you met with someone from a business or company to discuss a question, an issue, or a problem? The chances are that the person you met with was a customer service representative. It is a week to remind front line employees that they are a vital part of the long-term success of the company.
Organizers say the goal of the week is to boost morale. Rewarding front line reps are essential. As such, raise company awareness of the importance of customer service, and to remind customers of the value placed on customer satisfaction is another goal.
The official customer service representative does not always do the task of customer service. For example, delivery drivers for that major shipping company you use for home deliveries is a customer service rep. So, the observance recognizes those front line employees with whom you connect, the driver, the cashier, the server, the receptionist, the person on the other end of the phone who is taking your call.
Studies by the International Customer Service Association has measured the value of the front line employee who is the point of contact between the customer and the corporation. It found:
- 89% of consumers have stopped doing business with a company after experiencing poor customer service.
- 7 out of 10 U.S. consumers say they’ve spent more money to do business with a company that delivers excellent service.
- In the US., the estimated cost of customers switching due to poor service is $1.6 Trillion.
HOW TO OBSERVE #CustomerServiceWeek
Feed your customer service reps. Make them feel more valued and appreciated. Something as simple as a bagel, donut, breakfast sandwich, coffee, or juice can go a long way in boosting morale.
Thank the representatives you deal with this week. That includes the cashier, the operator, the receptionist, the delivery driver.
Spread the encouraging word on social media by using #CustomerServiceWeek or #CSWeek to get out the word.
CUSTOMER SERVICE WEEK HISTORY
In 1991, the Customer Service Group sponsored the first official Customer Service Week program.
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