Although this blog is devoted to customer service in the UK, we also have quite a few readers based in North America, so I thought it would be worth mentioning a fantastic initiative that takes place in the USA, which I think we should replicate here in Britain.
In the United States, ever since 1984 the first week of October every year is known as National Customer Service
Week. This year, it takes place from 3rd to 7th October and is organised by the International
Customer Service Association (ICSA).
To make it official, in
1992 President George H Bush gave his stamp of approval to the Week with a
Presidential Proclamation (No. 6485) that makes the first week of October every
year an official week for promoting customer service.
Bill Gessert, President
of the ICSA, suggests that for this year’s event, organisations should put the
focus on the employee. In fact, the proclamation signed by President Bush says that: “A business will do a better job of providing high quality goods and
services by listening to its employees and by empowering them with
opportunities to make a difference.”
In other words, if an organisation takes care of its employees, then they are more likely to take care of the customers.
In other words, if an organisation takes care of its employees, then they are more likely to take care of the customers.
The importance of empowering employees to deliver exceptional customer service is a theme that I dealt with in my blog posts dated 22nd, 23rd and 30th June. Watch out later this month for more articles on this subject.
For more details about National Customer Service Week visit: www.ICSAtoday.org