Customer Service Week
Frequently Asked Questions

Following are answers to frequently asked questions about Customer Service Week and the Customer Service Week program. Click on subject headings below to view questions and answers. Links throughout the answers will guide you to additional information on our website.

If you need more information, please contact us.

Phone: 1-800-232-4317 or (973) 265-2300, Monday - Friday, 9 a.m. - 4 p.m., EST.
Email: info@CSWeek.com, 24 hours a day, seven days a week.

About Customer Service Week...
Celebration items...
Ordering...
Payment...
Delivery...

Questions about Customer Service Week...

Q: When is Customer Service Week?
A: Customer Service Week is celebrated annually during the first full week in October. Following are the dates for the next five years:

2011	October 3 - 7
2012	October 1 - 5
2013	October 7 - 11
2014	October 6 - 10
2015	October 5 - 9

Q. What is Customer Service Week?
A. Customer Service Week is an international event devoted to recognizing the importance of customer service and honoring the people who work on the frontlines serving and supporting customers. The International Customer Service Association began Customer Service Week in 1988. In 1992 the U.S. Congress proclaimed Customer Service Week a nationally recognized event.

Since 1991, the Customer Service Group has sponsored the week and provided how-to information, celebration materials imprinted with the official Customer Service Week logo, and inspiration from the hundreds of service and support professionals who share their celebration stories.

Customer Service Week is celebrated annually during the first full week in October.

Q. Who celebrates Customer Service Week?
A. Thousands of customer service, call center and help desk professionals celebrate Customer Service Week. In many cases, Customer Service Week is celebrated not only by the service department, but by the entire organization. Click here for a list of some of the many organizations celebrating Customer Service Week.

Q. How do I celebrate Customer Service Week?
A. Different organizations celebrate in different ways, with everything from elaborate weeklong extravaganzas to simple cake-and-coffee breaks. Click to see celebration stories from organizations of all sizes. And print a copy of the Organizer’s Guide.

Q. This will be our first time celebrating Customer Service Week. Where can I get help planning my celebration?
A. Sign-up for our Customer Service Week Email Bulletins. You will receive lots of planning information and ideas for your celebration. Click here to sign-up for Customer Service Week Email Bulletins.

Questions about our celebration items...

Q. What is the official 2011 Customer Service Week logo?
A. This year’s official Customer Service Week logo is shown below.

Customer Service Week is a time for all service providers to Refresh their spirit, Recharge their energy, and Reconnect with valued customers, coworkers and the service mission.

The logo reinforces this message with the key words: Refresh, Recharge and Reconnect, with a vibrant color scheme and with the atom, the symbol for limitless energy.

Q. Can I imprint the REFRESH, RECHARGE, RECONNECT™ logo on my own materials?
A. The words REFRESH, RECHARGE, RECONNECT™ and the accompanying logo are trademarks of the Customer Service Group. Federal law, and good business practices, prohibit their reproduction in any form or by any means. For further information, visit the Customer Service Week logo page.

Q. Can we get our company name imprinted on the products we purchase?
A. Custom imprinting is available based on your quantity and timing requirements. If you are interested, please let us know as soon as possible by calling 1-800-232-4317 or (973) 265-2300, Monday - Friday, 9 a.m. - 4 p.m., EST. to discuss your needs.

Q. Many of your items are packaged in quantities of five or 10, I only have four reps in my group, what should I do?
A. We cannot break up packaged items. Instead we suggest that you use the extra items throughout the year for new hires or as gifts for employees in other departments.

Q. Can I get a sample of an item before I order?
A. We are unable to send samples. But rest assured, our customer service goal is your 100% satisfaction. If you are not completely satisfied with your celebration materials simply return them before September 16, 2011 for an immediate replacement, full credit, or refund.

Questions about ordering...

Q. How do I place an order?
A. We have designed a very user-friendly website. Just click on the word Products which is always located at the top of the screen. You may also place your order via:

Phone: 1-800-232-4317 or (973) 265-2300, Monday - Friday,
9 a.m. - 4 p.m., EST.
Fax: (973) 402-6056, 24 hours a day, seven days a week.

Q. Can I make changes to my order after it has been submitted?
A. After you have selected your items, you will see a Summary Page. Please check your order carefully before you click “Submit Order.” Orders cannot be changed online once they have been submitted. In most cases, however, if you call us immediately at 1-800-232-4317 or (973) 265-2300, one of our Customer Service Week Specialists will be able to make the change.

Q. Will I get an order confirmation?
A. Yes, once you submit your order online, you will automatically receive an email confirmation. Remember you must provide your correct email address to receive the confirmation. So, please take a moment to check this piece of information before submitting your order.

Also, please add our email address, info@csweek.com, to your company’s “Safe-Sender List” to ensure delivery of your confirmation.

Q. Can I place an order from outside the U.S.?
A. Yes. After you have selected your celebration items on the order form, simply choose “Canada” or “Elsewhere” from the drop-down menu. Shipping charges will be calculated automatically on Canadian orders. For orders shipping “Elsewhere”, you will be asked to provide your FedEx or DHL account number. The shipping charges will be billed to your account by the courier you choose. Be aware that orders delivered to destinations outside of the U.S. are often subject to duties and taxes, which are the responsibility of the recipient.

Q. What is the last date I can order and still receive my materials in time for Customer Service Week?
A. All Customer Service Week celebration materials come in limited quantities and our program is extremely popular. For the best selection, we recommend that you place your order as soon as possible.

We will continue to accept orders as long as supplies last, but after September 16, 2011, express shipping charges will apply.

Q: I need to return something. What should I do?
A: If you are not completely satisfied you may return your purchase for a replacement or refund.

To replace: Please thoroughly inspect the merchandise that you have received for any discrepancies or damage, and notify us within 10 days of any problems with your order for an immediate replacement.

To return: If you are not completely satisfied with your purchase you may return it on or before the order deadline of September 16, 2011. Returns totaling $250 or more and returns made after September 16 are only permitted with the express approval of www.CSWeek.com. A 20 percent restocking fee will apply.

Please follow these simple steps for a replacement or return:

Call us at 1-800-232-4317 or (973) 265-2300 to receive your Return Authorization Number. Packages returned without a RA# may not be processed and may be returned to you.
All returned merchandise must be in salable condition.
Circle the item(s) you would like to return or replace on the Packing List as well as the quantity, make a copy of the Packing List and enclose it with the materials.
Write the RA# on the outside of the carton.
Ship via a traceable method to the following:

Customer Service Week Returns and Exchanges
Fulfillment Plus
889 Waverly Avenue
Holtsville, NY 11742

Any exchanges/returns not following these guidelines are subject to refusal.

Questions about payment...

Q. What are my payment options?
A. We accept the following credit cards: American Express, VISA, MasterCard, and Discover. We will also accept company checks and purchase orders.

To place your order using a purchase order, call 1-800-232-4317 or fax the purchase order to (973) 402-6056. Be sure to specify the name of a contact person in case we have any questions about your order.

Q. Is your site secure? I’m worried about using my credit card online.
A. Yes, we use secure pages for your protection. Click the link to see our security certificate.

Q. I placed my order with a credit card. Can I get a copy of the invoice for my expense report?
A. Yes, a Paid Receipt will be included with your shipment.

Q. Do I have to pay Sales Tax?
A. Only orders shipping within New York State and New Jersey are subject to Sales Tax.

Questions about delivery...

Q. When can I expect my delivery?
A. Orders are processed in the sequence in which they are received. The typical delivery time is seven to 12 days depending on your location.

Q. Can I have my order shipped to more than one location?
A. Yes, simply place each order separately.

Q. What if I have a problem with an order I’ve received?
A. If you have questions or need assistance with an order you’ve received, please contact us at 1-800-232-4317 or (973) 265-2300. We will be happy to help you.

Q. What are my shipping options?

1. Standard Delivery

We ship via UPS Ground Service for deliveries within the 48 contiguous states and Canada. For deliveries to Alaska, Hawaii, Puerto Rico, Mexico and elsewhere, please provide your FedEx or DHL account information on the order form.

Many companies located in Canada and elsewhere regularly do business with the U.S. and have procedures already in place for clearing packages through Customs. For guidance, we suggest you contact your Purchasing Agent or the person or department responsible for receiving merchandise at your company.

2. Express Delivery within the 48 contiguous states

If you require Express Delivery, please call 1-800-232-4317 to place your order. However, keep in mind when choosing Express Delivery that your order will not arrive the next day.

3. Non-U.S. Orders

We ship worldwide via FedEx and DHL. When placing your order, please provide your account information. The shipping charges will be billed to your account by the courier you choose. Be aware that orders delivered to destinations outside the U.S. are often subject to duties and taxes that are the responsibility of the recipient. We have no control over these charges and cannot predict what they might be. Customs policies vary widely from country to country.

Many companies located in other parts of the world regularly do business with the U.S. and have procedures already in place for clearing packages through Customs. For guidance, we suggest that you contact your Purchasing Agent or the person or department responsible for receiving merchandise at your company.