Ask the Panel • Customer Service Week Bulletin • Service Starters • Spotlight Awards • Web Extras - Customer Communicator • Web Extras - Skill Sharpener
June 20, 2019 — When you order your Customer Service Week materials we’ll say “thank you” with dozens of free gifts including: • 28 print-and-use puzzles to challenge and entertain. There are word puzzles, math puzzles, logic puzzles, and even a set of five “Magic Cube” puzzles. • 21 ready-to-use activities with step by step instructions…Continue reading
June 13, 2019 — At CSWeek.com, you’ll find everything you need for a truly magical Customer Service Week celebration. All you need to do is invite the guests, order the food, and have fun! At the website you’ll find: Decorations. You’ll set the mood with coordinating balloons, posters, pennant strings, and more. Gifts. You’ll recognize and reward…Continue reading
June 6, 2019 — Last week we launched the Customer Service Week website and announced the 2019 theme — The Magic of Service™. The theme recognizes that everyone has it in their power to create magic for customers and coworkers. And we have some very special gifts for the people on your team who make…Continue reading
Barbara Frye
Constant Contact
Constant Contact conducts more than half a dozen different surveys designed to identify customers who may be unsatisfied or who may have valuable feedback to share. It’s Barbara Frye’s job to analyze survey responses, contact customers, and resolve problems. Her personal attention and follow up are paying off in increased Net Promoter Scores. And customers are especially complimentary about the process. They note that their contacts with Barbara were unexpected, positive and very helpful. As one customer says, “I was very impressed with the way Barbara answered my questions and concerns. Knowing that the company cares about my relationship with it means a lot.”
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May 29, 2019 — We are delighted to present the all new 2019 Customer Service Week theme, logo, website, and much, much more. This year’s Customer Service Week theme is The Magic of Service™. The theme recognizes that good service is magical. It can turn an unhappy customer into a satisfied long term customer. It…Continue reading
May 22, 2019 — Every year, teams from all over the world celebrate Customer Service Week: Small groups and large, single location and multi-site, simple and over-the-top. But the people who celebrate all have a few things in common: 7. They enjoy puzzles. Every year Customer Service Week puzzles are cited as a celebration highlight. From…Continue reading
A focus on feedback improves service — The brief video below from Bain & Company explains how the Net Promoter Score was developed and how it’s used.
Stay calm no matter what — In the brief video below, service consultant Barbara Burke explains how to remain in the moment, resist reacting emotionally, and really consider the options.
May 15, 2019 — Every year, teams from all over the world celebrate Customer Service Week: Small groups and large, single location and multi-site, simple and over-the-top. But the people who celebrate all have a few things in common: 4. They get creative. Paint ’n’ sip parties, cake decorating contests, and a range of craft projects…Continue reading
May 9, 2019 — Every year teams from all over the world celebrate Customer Service Week: Small groups and large, single location and multi-site, simple and over-the-top. But the people who celebrate all have a few things in common: 1. They play games. Games based on popular TV shows are always a hit. But that’s just…Continue reading
Answers from frontline reps — Customer experience. In our department, two of the most important things monitored and measured are member experience and time management. Member experience refers to how the member was treated and assisted during the interaction with our Member Service Representative (MSR). Did the MSR actively listen to the member, treat them as a…Continue reading
April 18, 2019 — Sometimes a customer gets upset, for no apparent reason, right in the middle of a conversation. How do you get back to the subject at hand without minimizing the outburst or its causes? According to Robert Bacal, author of Perfect Phrases for Customer Service, the secret to getting a customer back on…To read more — login/sign up
