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Ask the Panel • Customer Service Week Bulletin • Rep Spotlight • Service Starters • Web Extras - Customer Communicator • Web Extras - Skill Sharpener

Question: From time to time, I need to request information from other departments. It seems like my requests are the last thing on anyone’s list. What can I do?

  By Sarah Benardos Ask the Panel

Answers from frontline reps — Bridge the gap. It can seem as though your request is put on the back burner, but that most likely is not the case. Just as you are busy working with your customers, your peers in other areas are doing the same thing. This is a situation that commonly happens between…Continue reading

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September 2019

  By Sarah Benardos Web Extras - Customer Communicator

For lasting change, make small goals, not big ones — “The only thing we really control is ourselves and the habits we choose,” sociologist Randall Bell writes in his book, Rich Habits Rich Life. Read a sample of the book below. Click the right side of the book image to advance 1 page, and the left side of the image to go back a page.

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September 2019

  By Sarah Benardos Web Extras - Skill Sharpener

Strategies for improving cooperation with other departments — Job shadowing is a powerful tool for breaking down barriers and developing positive relationships between individuals and departments. To learn more about job shadowing, see Manchester Metropolitan University’s excellent Job Shadowing Guidelines.

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Best Advice From Customer Service Week Organizers — Favorite Activities

  By Sarah Benardos Customer Service Week Bulletin

When we asked our customers to tell us about the best part of their Customer Service Week celebrations, they shared a lot of great ideas. Which ones will you try? Rebecca says that her team’s favorite activity brought two departments together. “We include the sales reps in our Minute to Win it Games and this…Continue reading

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New eCards for Customer Service Week

  By Sarah Benardos Customer Service Week Bulletin

With a few simple keystrokes you can send animated Customer Service Week eCards to team members across the hall or across the globe. They are a fun way to announce your upcoming celebration, invite other departments and individuals, thank your organizing committee for their hard work, and much more. And best of all, eCards work…Continue reading

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Featured Frontline Rep

  By Sarah Benardos Rep Spotlight

Virna Waldron
American Airlines

Many of us go through the day without giving much thought to how we affect the people around us. But often, we have the opportunity to make a real impact on other people’s lives. It could be something as simple as making it easier to pay a bill, update an account, or fix a software problem. Or it could be as big as helping students learn English as a second language. So when Virna Waldron, a customer service team member at American Airlines, got an unusual request she dove right in, assembled a team, and sent much needed earbuds to an ESL class in Dallas.

Learn more about the award

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New Printables for Customer Service Week

  By Sarah Benardos Customer Service Week Bulletin

Did you know that when you order from CSWeek.com you have immediate access to all of our printables? What’s a printable? It’s a little something extra to make your Customer Service Week celebration special. It’s Save the Date cards that you can print and distribute. It’s Cupcake Toppers because your cupcakes should match everything else…Continue reading

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New Puzzles for Customer Service Week

  By Sarah Benardos Customer Service Week Bulletin

Last year I got a note from a customer who said that her team loves doing our puzzles during Customer Service Week, but that they are “too easy.” Challenge accepted. This year you’ll find new logic puzzles at the CSWeek.com website. There’s the devilish Family Affair puzzle, the mind-bending Have a Seat puzzle, and the…Continue reading

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Five New Ready-to-Use Activities for Customer Service Week

  By Sarah Benardos Customer Service Week Bulletin

Make your Customer Service Week celebration fun, easy, and engaging with pre-planned activities. Each activity includes detailed instructions, a list of materials, and print-outs if needed. Here are three of our favorites: To incorporate the Customer Service Week theme, The Magic of Service™, try the “Cast a Spell” activity. You’ll gather your team to cast…Continue reading

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August 2019

  By Sarah Benardos Web Extras - Skill Sharpener

Tips for error-free email — “Write once, read twice” is classic and very good advice for error-free email. Click here for a handy email review checklist.

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August 2019

  By Sarah Benardos Web Extras - Customer Communicator

Tips for error-free email — “Write once, read twice” is classic and very good advice for error-free email. Click here for a handy email review checklist.

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Question: Do you have a mission, vision, or value statement that guides your work?

  By Sarah Benardos Ask the Panel

Answers from frontline reps — Team creates its own mission, vision, and value statements. At the City of Berkeley 311 Customer Service Center, we have Mission, Vision, and Value statements that govern our division. 311 had a “principles document” created in 2011 that served as their guiding values. Several years ago, we decided to expand on this.…Continue reading

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