NATIONAL CUSTOMER SERVICE WEEK 2010!!!
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Transcript NATIONAL CUSTOMER SERVICE WEEK 2010!!!
NATIONAL CUSTOMER SERVICE
WEEK 2010!!!
Nora Osman
Director of Support Services
Emblem Health
AGENDA
What is NCSW?
When is NCSW?
Why celebrate NCSW?
Who participates in NCSW
Ideas on celebrating NCSW
Sites and Resources you can use
WHAT IS NCSW?
Week-long celebration of customer service/
accomplishments
Expression of appreciation for staff servicing
customers
Chance to reinforce positive message
Whatever you want it to be!!!!
WHEN IS NCSW?
October 4- October 8, 2010
Every year, usually 1st week of October
Everywhere customer service exists
WHY CELEBRATE NCSW?
Customer Service is valuable to all organizations
Good service can be great, if rewarded and
reinforced
Bring back the ‘team sprit’- motivation
Everyone needs a pat on the back
Message gets stale on service
WHO PARTICIPATES IN NCSW?
Everyone!
Definitely Support/Help Desk
Extend to level II/III etc.
Management…even business users
IDEAS ON CELEBRATING NCSW
Decorate space- balloons, banners, streamers
Market event- email, newsletter, bulletin
Gift bag as ‘thank you’ to staff
Feed the staff- often
Plan daily events to engage staff
Play games, breaking into ‘teams’
Have competitions
Have daily ‘themes’
IDEAS ON DECORATING
Decorate the Help Desk area, NOC, Hallways
Designate a ‘Meeting Hub’ room and decorate it
with streamers, banners, balloons, etc
Use colorful helium balloons, company theme
colors
Use banners marking ‘National Customer Service
Week 2010’
Ask staff to decorate their own desks to help
IDEAS ON MARKETING
Market event- email, newsletter, bulletin
Send agenda out a few days in advance for weekly
events
Post daily announcements on bulletin board/lunch
room
Have pins made out for all to wear (if have time)
Take group pictures all dressed similarly
Use it in your ACD greeting, “Thank you for calling
the Help Desk, Happy National Customer Service
Week, how may I help you?”
IDEAS ON GIFT BAGS
Single big-ticket item for all staff members, ex.
Polo shirts w/company logo
Computer bag w/company logo
Mug/thermos w/company logo
Lower cost item for all staff
Office supply bundles
Candies, cookie jars, etc
Pre-made/ordered items
Catalog-based items; magnets, mirrors, pens, etc
Catalog-based items; trophies, plaques, picture frames, etc
Catalog-based items; trinkets, candy cups/mugs, etc
IDEAS ON FEEDING THE STAFF
Order Breakfast for the department
Splurging- Hot breakfast (Eggs, pancakes, french toast,
bacon, ham, coffee/juice, etc.)
On a budget- Bagels or Donuts in large assortment,
coffee/juice, etc.
Order lunch for a meeting/celebration
Even snacks will do
Splurging- Wraps, sandwiches, even hot lunch
On a budget- pizza or just dessert trays with coffee
Popcorn party
Cupcake party
Ice cream party
Vendors can sponsor an event
If all else fails (budget is tight) take a collection from
managers or self-sponsor
IDEAS ON PLANNING EVENTS
Scavenger Hunt
Ticket Bloopers Contest
‘Team Awards’ ceremony
Best Customer Service, Best Phone Smile, Mr/Mrs
Congeniality, Most likely to climb the corporate
ladder, etc.
Daily themes
Wear red day, wear hat day, wear overalls day
Photograph the department in uniform of the day
IDEAS ON TEAM EVENTS
Split departments/groups into teams
Setup competitions (in door events)
“Techie Jeopardy”
“Minute to Win It”
“Charades”
“Family Feud”
“The Price is Right”
Solve the puzzle
Setup competitions (out door events)
Tug of war
Three-legged race
Egg drop
SITES & RESOURCES
HDI
http://www.thinkhdi.com/contest.aspx
http://www.thinkhdi.wordpress.com
Awards & Trophies, Trinkets:
http://www.crownawards.com
http://www.instituteofcustomerservice.com/5407/NCSWShop.html
http://www.eventpromotionsnow.com/SubCategories.aspx?id=2
5213&gclid=CJKK7ZThmKQCFd9n5QodH3zZEQ
http://www.promosontime.com/get_list_201.htm
Other Organizations/Sites:
http://www.instituteofcustomerservice.com
http://katenasser.com/customer-service-reps-give-them-thegreatest-gift/
http://www.csia.com.au/csweek1.asp
QUESTIONS?