The first week of October is considered National Customer Service Week (NCSW). The purpose is to have a designated time to acknowledge customer service representatives for the job that they do to service customers (internal and external) and shine a light on how critical customer service is to running a successful business. The International Customer Service Association established the national celebration, for more information visit their website.
Employees are customers too.
Are you celebrating? Before you say yes, think about the two types of customers you have. Often companies think of customer service from one perspective, the people (external customers) who buy their products and services. I challenge companies to think about customer service starting with their employees (internal customers). Employees are customers. Employees service each other every day to keep businesses running successfully. It is important to acknowledge them (not just during customer service week). The service experience your employees provide external customers is a direct reflection of internal customer service.
Make a difference! Every day, every customer!
It’s not too late to plan your celebration. The national theme is Make a difference! Every day, every customer! You can create your own theme. Celebrate each day of NCSW with a theme and purpose. If you are inspired by this post and aren’t feeling you can pull together a celebration for next week, pick another week or day and start planning for it now. Here are some ideas for next week:
Communicate the purpose of Customer Service Week to your employees. Acknowledge your customer service representatives and all employees for the service they provide to running your business successfully (company gathering, gift, refreshments, thank you note, managers serve breakfast or lunch).
Communicate the history of National Customer Service Week to your employees. Acknowledge your customers. Demonstrate your appreciation (give away, special promotion, offer refreshments, thank you note).
Catch your employees delivering great service. Tell them how much you appreciate it. Create a Hall of Fame for a day or the week. Continue this throughout the year.
Share a service success story or article with your employees. Ask employees for a service success story about a co-worker. Ask how they want to make a difference to create a memorable or WOW experience. Use your social media channels to share the successes.
End your celebration with a social event for your employees. This demonstrates how much you value and appreciate them. For more ideas, Forbes has an article written by Shep Hyken, customer service expert.