July 2019
Take time to connect with coworkers — The last Friday in July, is National Talk in the Elevator Day. Check out this fun video below.
Categories
Ask the Panel • Customer Service Week Bulletin • Rep Spotlight • Service Starters • Web Extras - Customer Communicator • Web Extras - Skill Sharpener
July 2019
Do you have a mission, vision, or value statement that guides your work? — A team of frontline reps at the City of Berkeley 311 Customer Service Center worked together to create to create statements that reflect the teams vision and values.
Your Celebration Made Easy
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
Let’s Make Some Magic
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
Featured Frontline Rep
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.”
Learn more about the awardIntroducing the Customer Service Week Theme, Logo, and Website
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
Can’t Miss Activities for Customer Service Week — Part 3
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
June 2019
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.
June 2019
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.
Can’t Miss Activities for Customer Service Week — Part 2
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
Can’t Miss Activities for Customer Service Week — Part 1
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
Question: What does your department measure and why is it important?
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