 |
|
Customer Service Week: October 2-6, 2006
|
|
|
Greetings!
Celebrate your customers! If you're wondering just
how to do that, this newsletter provides a myriad of
ideas for training your internal customers, connecting
with your external customers, and reminding
everyone that exemplary service is a continuous
commitment - not just once a year. There's nothing
worse than for customers to see you hanging out
a "Celebrate Customers" sign as they're waiting for
someone to assist them! Read on to learn what you
can do to get everyone involved, boost teamwork,
build strong bonds and pledge your commitment to
service excellence all year long!
|
|
|
|
Customer Service Training For Your Internal Customers
Excellent customer service starts with preparing your
internal customers - providing them with the right
skills set and with the right attitude for providing
world-class service.
At the Ritz Carlton, all employees are "ladies and
gentlemen serving ladies and gentlemen." With that
attitude in place, your behaviors change as well.
Employees learn not to just point in the direction of
something that a customer needs or wants but to
graciously escort that customer to ensure that his
needs are met. In addition, you'll never hear a Ritz
Carlton employee say, "No problem" to a customer.
The phrase you will hear is, "It's my pleasure." The
difference? World class!
Changing mindsets, attitudes and behaviors don't
happen overnight or with one training session. At
world-class service organizations such as the Ritz
Carlton, service training is a process. Learn more
about what differentiates world-class
service leaders from other organizations in the
article, Best Practices of Service Leaders.
|
|
|
|
|
|
Build High-Performing Teams with Recognition
Highlight the contributions of your internal service
providers. You don't have to spend a ton of money
or a ton of time - just show you care! Here are just
a few ways to show you care, build teamwork and
enhance positive relationships at work...which by the
way, spills over to enhancing relationships with
external customers!
Here are some ideas to create your own agenda for
October 2-6:
- Monday - ice cream social to build your own
sundae
- Tuesday - picnic with sack races and egg toss
contests
- Wednesday - executives serve pizza
- Thursday - bring customers to the facility for a
special tour to meet those who serve them
- Friday - executives wash the cars of the
customer service staff
|
|
|
|
|
|
Send Notes of Thanks
Don't forget to send your customers and employees a
special handwritten note of thanks. Email
notifications are quick and easy, but a handwritten
note says that this message is special. Take the time
out of your busy day to let your customers and
employees know just how special they are.
Remember, people don't care about how much you
know until they know how much you care.
|
|
|
|
|
|
Customer Service Week - Dedicated Website
For additional ideas to bring your own celebrations to
life during this special week, check out The Celebration Source
This site provides samples of customer service week
agendas that other organizations have shared to
inspire you to create your very own celebrations as
well!
|
|
|
|
|
|
Training Retention
Highlight your Customer Service Week with plenty of
opportunities for reminding your internal staff to use
skills learned in prior training sessions. Show
cust
omer service videos each day and provide
popcorn. Have multiple email contests throughout
the day with different tests such as What is Your CSQ?or customer service
scenarios with multiple choice responses. Employees
who send back correct answers within a few minutes
have their names entered into a drawing for a prize
at the end of the day. Send a voice mail blast with
a customer service message for the day to
encourage and motivate the use of specialized
customer service skills. Have executives walk
through the office with sandwich signs identifying
specific customer service skills.
These reminders of customer service skills serve to
aid knowledge retention and drive skills application
into daily use on the job. Awareness, knowledge,
and application - make it happen in your organization
and have fun in the process!
|
|
|
|
|
|
Closing Thoughts
There are so many ways that we can show
appreciation to our customers and employees. Let
October 2-6 be an opportunity to do just that, but
don't let it be the only week you thank them.
Appreciate all the efforts your employees make on
behalf of you, your team, and your organization.
Thank your customers for trusting in you to continue
serving them. Do it today and everyday!
|
|
|
|
|
|
Jill Hickman
Companies is a certified woman-owned
business, established in 1998 in Houston, Texas. Jill
Hickman Companies offers organizational assistance
with the assessment of candidates and employees at
all position levels within an organization, recruitment
of C-Level Executive positions (COO, CFO, CEO), and
extensive training solutions to organizations utilizing
both facilitated and online formats. Call Jill to discuss
your organizational needs today, so you'll sleep
better tonight!
Sincerely,
Jill Hickman, President
Jill Hickman Companies
phone:
281-358-8580 or 800-757-7965
Transforming People and Business
|
|
