N ATIONAL C USTOMER S ERVICE W EEK 2010!!! Nora Osman Director of Support Services Emblem Health.
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Transcript of N ATIONAL C USTOMER S ERVICE W EEK 2010!!! Nora Osman Director of Support Services Emblem Health.
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 Splurging- Wraps, sandwiches, even hot lunch On a budget- pizza or just dessert trays with coffee
Even snacks will do 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 puzzleSetup 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/NCSW-
Shop.html http://www.eventpromotionsnow.com/
SubCategories.aspx?id=25213&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-
the-greatest-gift/ http://www.csia.com.au/csweek1.asp
QUESTIONS?