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?