Customer Service is quite important for any company and as the world marks the Customer Service Week this week it is equally important for any company as customers are the center of what companies do!
The observance of Customer Service Week always allows organizations to launch an internal campaign designed to craft consistently excellent experiences for your employees.
And if you do, it will be only a matter of time that those same employees craft consistently excellent experiences for your customers!
At Nairobi Garage we can define Customer Service Week as an opportunity to stop and think about the interconnected well-being of all the people who make up our business: the ones who use your products or service and the ones who serve our customers and help make our organization run seamlessly.
Engaged employees perform better and leave their jobs less often, and this spells an improved experience for customers. According to Gallup, companies that excel in employee engagement outperform companies with low engagement levels by 10 percent on customer ratings, 22 percent in profitability, and 21 percent in productivity.
Furthermore, studys have sited that the Great Resignation is still far from being over however some of the ways that can help organizations is through simple acts of appreciations and recognition. In fact , studys further show that every time organizations double the number of recognitions in their organization, their overall engagement is expected to go up five percentage points.
Here are 6 ideal ways to celebrate Customer Service Week:
Hubspot points out that “Engage” is the first part of the customer service framework. To provide great customer service, it is vital to “Engage with any customer, wherever, about whatever they want. Be on all the channels, try to solve whatever problems come your way, and help anyone who needs it.”
Pro Tip: This is also the right attitude to have with all your employees, in order to keep them engaged.
Recognition training should be present in onboarding, promotion, and ongoing training efforts, so it’s always top of mind for your teams.
Teach everyone the best practices of customer and employee recognition: It should be timely, frequent, specific, and values-based.
Managers should receive additional training, because they are the ones who model the best practices.
Frequency is key given organizations that offer frequent recognition are 41 percent more likely to increase employee retention and 34 percent more likely to have better employee engagement.
Most people are starving for recognition and appreciation. You can have a sincere hand-written acknowledgement note. Handwritten notes are quite powerful! You can also do an email of appreciation. Here is an example of one that our CEO sent out to all the staff and man! Didn’t it feel good to just receive this!
If you want to encourage someone’s development into their best selves, write a note. You don’t have to complicate it, just make them feel appreciated. It could be as simple as “Thank You”, “We Appreciate You”, “We Value You” etc.
If you’re going to focus on appreciating your employees, encouraging them to provide competent, upbeat service to your customers, it’s important not to overlook your remote workers.
Remote work is more widespread than ever, and you need to show your remote workers that Customer Service Week is about them, too. Surprise them and send rewards to their homes as a gesture of gratitude for their hard work.
For a number of organizations this is one thing that they love doing during the Customer Service Weeks. Can you imagine calling an Apple Customer Service line and Tim Cook receives your call on the other end?
Apart from the customers feeling appreciated this is also a way for frontline workers to feel absolutely confident that management truly understands the challenges they face every day. It’s also useful for upper-tier management to gain direct awareness of any opportunities for improving the product or service.