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Featured Frontline Rep

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.

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

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 Continue reading

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

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 Continue reading

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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 Continue reading

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