Customer Service Week is October 3-7, 2016
The Institute of Customer Service (ICS) has identified an area of customer service focus for each day of this important week. Below each day and topic identified by ICS, I have shared a suggested activity for your customer service Team.
Monday: Customer priorities - What are your customer needs? How have they changed?
Activity: Assign a product to each team member. Identify the typical customer for this product. How do they use this product in their daily life. How has that use changed over the last 5-10 years for this customer type?
Activity: Ask each team member to share a customer complaint they have heard recently. Was the solution within your power? If not, what other resources/people would you need to access to move the customer from complaining to recommending? As each complaint is shared, ask other team members to share whether they have experienced similar complaints. Make a list of the top 5 complaints and as a team share ideas on how to eliminate or minimize these types of complaints.
Wednesday: Customer Service Strategy - Setting standards to meet customer needs
Activity: Ask team members what strategies are differentiating competitive advantages that you have in your marketplace. Brainstorm on how to expand standards to rise above competition. Be specific!
Thursday: Collaboration - Working together to deliver results
Activity: Ask each team member to share a time when help from another team member or department either saved a customer relationship or enhanced it. Ask each team member to identify what is the most important internal service expectation they have from another department when trying to help customers.
Friday: Recognize and celebrate - Reward performance and celebrate success
Activity: Go through your latest customer service surveys and identify positive comments which mention individual service providers on your team. On a bulleting board or in a break room, display pictures of team members with the customer comments below their picture. Ask team members to congratulate each other on their stellar customer service performance!
For more suggestions on how to celebrate customer service week with your team,
visit the Customer Service Week site.
Don't let this important week go by without taking the opportunity
to emphasize how important customer service is to YOUR business!
Are you planning to take your service to the next level in 2017? Call global customer service expert Teresa Allen at 800-797-1580 to find out more ways to excite your team and profit from Common Sense Service! Email Teresa at tallen@AllenSpeaks.com if you need a customer service speaker for an upcoming event!
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