Customer Service Week Agendas —
Connect with Customers and Community
Making a Difference
Swap T-Shirts
Survey Customers
Customer Photo Match
Making a Difference
While Customer Service Week, and our team, are headquartered in the United States, the event is celebrated around the globe.
This week we have highlights from a celebration in central
Africa which involved the entire staff of DHL Angola.
The very first day, marked this as a special celebration.
The service team kicked off the week on Monday. Rather
than dress in company colors or Customer Service Week
colors, staff were asked to wear the colors of the rainbow.
The objective was to celebrate and acknowledge the many
different backgrounds of people on the DHL team as well
as in the 250 countries they serve.
On Tuesday, the goal was to celebrate the community in
which DHL works. Staff donations were used to purchase
enough groceries to fill a pickup truck. The truck then
headed off to a local hospital to make the much needed
delivery.
Daily activities continued throughout the week, including
celebrations at retail locations, which featured snacks,
happy hours and games.
Swap T-Shirts
Many organizations involve their external customers in their Customer Service Week activities. After all, it’s the perfect time to thank customers for their business and to demonstrate your organization’s commitment to customer satisfaction.
Two organizations found creative ways to involve and thank their customers. The team at Sperian held a t-shirt swap in which Sperian reps and their customers exchanged t-shirts.
Here’s how it worked. For several weeks leading up to Customer Service Week, key customers were asked to provide one or more of their logo t-shirts. In exchange,
Sperian provided an equal number of their logo t-shirts along with some special treats and a photo of the service team wearing their customers’ shirts.
The activity was a huge success and a great way for reps and customers to show they’re all on the same team.
Meanwhile, folks at The Cincinnati Insurance Companies were also involving their customers in their celebration.
During Customer Service Week, every fifth caller to the help desk received a coffee mug along with a card signed by the analyst who had handled his or her call.
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Let customers recognize reps
Many firms and organizations honor individual frontline reps during Customer Service Week. One popular way to do this is with peer-to-peer awards. Another method, which is gaining popularity, is to ask customers to recognize employees they feel provide exceptional service.
To celebrate Customer Service Week, South West Trains, which provides train service to the southwest of London, asked passengers to nominate a member of the staff who had made their travelling experience more enjoyable.
In all, over 1,000 customers sent in paper forms or went online to nominate almost 250 individual employees. Of these, 17 employees were selected to participate in an awards ceremony at which they met one of their nominators in person. An overall winner was also announced at the ceremony.
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Get to know your customers
The team at Osram Sylvania’s Automotive Lighting Division used the week to strengthen their connection to their external customers.
Prior to Customer Service Week an email was sent to key customers describing Customer Service Week and requesting a customer photograph.
The photos were then displayed and reps were asked to match customer names with their photos. The rep with the most correct answers was the winner.
As customer service rep Tracey Guild explained, it helped the team feel that they had truly built a bridge to customers by making the relationship more personal and placing a face with a name. To further build the connection, the team sent a photo of themselves to their customers.
This is the kind of creative use of the Customer Service Week theme that makes each celebration unique and meaningful.
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If you’d like to share your agenda and photographs, please send them to CS Week Relationship Manager, Mary Dalessandro. You may email them to mdalessandro@CSWeek.com or send them through the mail to Customer Service Group, 712 Main Street — Suite 187B, Boonton, NJ 07005.
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