"Businesses absolutely devoted to service will have only one worry about profits. They will be embarrassingly large." This quote from Henry Ford rings true this week as the 24th annual Customer Service Week kicks off today.
Started by the Customer Service Association, this annual week-long celebration of the employees who help customers, serves as a reminder to businesses about the importance of recognizing the people who work on the front lines. Service departments should set this week aside to develop new ideas that will help motivate, reward, and recognize customer service and elevate them as one of the most critical components of your overall business strategy.
In keeping with the theme of the week, many service departments will likely throw parties to create a festive atmosphere, host a theme day, or hold a formal awards ceremony. Last year, Zappos, which has set the standard in delivering outstanding customer care, posted on its blog the numerous events that took place, including a photo booth, hero parades, goodie giveaways, cash cube, free lunch day, and root beer float day.
Next week after the parties end, companies mustn't ignore this critical part of every organization. Programs and processes must be in place to ensure that everyone is held accountable for delivering outstanding service because their behavior and attitude will ultimately affect customer loyalty. As such, companies must implement the proper onboarding techniques, training, and recognition and rewards programs to ensure service employees are motivated and delivering on their brand promise. This requires a number of elements to be in place, including listening capabilities, ongoing training courses, and formal motivation and rewards programs. Effective service organizations today also leverage data- and metric-driven management tools that senior executives can use to tie incentives to business success.
This week, as you plan fun and interesting ways to reward and honor your customer service employees, also take some time to visit 1to1 Media for ideas about how to keep your teams delivering outstanding service for the long term and how to integrate the service philosophy throughout the enterprise. Our editors will post daily blogs focused on customer service, and our site will feature service-related columns and research reports. 1to1 Media also offers a bank of service articles, ranging from building the contact center of the future to creating lasting employee engagement. Feel free to peruse them. Hopefully you will find a valuable piece of information, sage advice, or a tip that you can share with your team.
Customer Service Week is a great time to show the people who interact with your customers the most that you appreciate them. So whether you send them a simple thank-you or host a Zappos-style theme party, show your service employees that you care and have fun!