National Customer Service Week is observed each year during the first week of October. This year it is October 2-6. As a customer service expert, this is my big holiday. Retailers have Black Friday; I have Customer Service Week. For the past three years, I’ve written an article about it for Forbes. And this year is no exception.
I want to take a different angle this year, but first, for those who aren’t sure what NCSW is all about, here is a brief explanation. The International Customer Service Association started Customer Service Week in 1984 to take time to recognize the great people who deliver great service and value to their customers. In 1992, President George Bush signed a proclamation that stated:
A business will do a better job of providing high-quality goods and services by listening to its employees and by empowering them with opportunities to make a difference.
Each year I’ve suggested possible activities to commemorate NCSW. Rather than do that again (and again), I want to highlight what some companies have done or are doing to celebrate this holiday.
Crowley Marine is a company based in Tampa, Florida. I loved what they did one year to celebrate. In addition to bringing in a keynote speaker to discuss customer service, they created their own version of a Jeopardy game show. Employees competed in teams, answering questions about their customers, the history of their company, how to deliver amazing service and more. The competition was held throughout the week. While many of the questions were very serious, there were some fun ones thrown in to make it interesting and entertaining. And, there was a spirit of teamwork, camaraderie and competitive fun.
At Amur Equipment Finance, Customer Care Manager Lisa Dunn is spearheading the celebration this year. This is only the second time Amur has planned something special for NCSW. And, in keeping with the true spirit of what NCSW stands for, the focus is on internal customers. The theme is “You Are Entering a Workplace with Customer Service Stars,” complete with red carpets at the doors to the building and gold stars with employee names on them. Each day management will be recognizing the employees with themed events such as “Great Service Is How We Roll,” which features Tootsie Rolls; “Let’s Taco About How Awesome You Are,” with, you guessed it, a taco bar; and “We’re Nuts About Our Employees,” in which managers will be handing out gourmet mixed nuts. Handwritten notes of appreciation and personalized video messages round out their efforts for the week.
George Larribas, EVP at Wells Fargo Treasury Management Client Delivery, is very excited about this year’s celebration. “It’s important that our managers do the work to recognize the team members and make sure National Customer Service Week is fun and motivating,” says Larribas, and they have big plans to acknowledge the hard work of their internal team. A committee was formed months in advance to organize creative events that will happen throughout the week. When employees walk in on Monday they will be welcomed with banners, followed by a kick-off breakfast in which managers will serve the employees, and then do clean-up duty afterward, too. On Wednesday employees will be honored with a Hawaiian lunch. Throughout the week there will be quizzes with prizes, swag that includes logoed beverage mugs, pens, notepads and more. The festivities conclude with an ice cream social on Friday afternoon. Larribas says, “We want (our employees) to know and remember how much we appreciate them.”
Not all celebrations are as extravagant as Crowley Marine, Amur Equipment Finance and Wells Fargo Treasury Management. Some companies celebrate by bringing in doughnuts for everyone. Some have a pizza party. Some simply have the leadership acknowledge the holiday and thank employees. The common thread throughout, regardless of how big or small the celebration, is that they recognize their employees and thank them for the hard work they do taking care of the customers.
So, what are your plans for National Customer Service Week? Are you going to celebrate your employees? Are you going to show your customers a little extra love and appreciation? It all works. And please remember that while NCSW is a week, it doesn’t mean you get to ignore the rest of the year. Customer service may be celebrated for a week, but it must be practiced every day.
