This week (October 3-7, 2022), and each first full week of October, is National Customer Service Week (NCSW) within the U.S.
First proclaimed a nationwide occasion by the U.S. Congress in 1992, NCSW is supposed to acknowledge and provides appreciation to customer support professionals.
I first developed a deep appreciation for customer support professionals once I graduated from school. My first mission as a administration marketing consultant was to help with course of documentation on the then newly established NYC 311 contact heart. For the following 4 years, I spent numerous hours involved facilities internationally, y-jacking with brokers and documenting ways in which they could possibly be extra environment friendly with their time whereas additionally offering world-class service.
It’s becoming that this yr’s NCSW theme is “BEE-cause You’re Essential”. The idea of an “important employee” turned widespread language throughout COVID lockdowns. These have been the professionals who typically risked their well being to maintain our society and programs working whereas many people stayed house to cease the unfold of the lethal virus. They have been vital to creating positive lives have been saved and sustained.
Customer service staff are additionally important as a result of they supply help and repair to maintain industries going. During COVID, many customer support execs have been capable of work remotely and reply our calls, and reply to emails and different messages. Back through the lockdown and stay-at-home orders, they have been typically the one face and voice of the manufacturers all of us like to do enterprise with. Since we couldn’t go to shops in individual, we have been certain to buy on-line—and store on-line we did. Overall, e-commerce gross sales grew over 50% throughout 2020, with many classes like house furnishings and items main the surge.
Customer service groups have been slammed, having to deal with an unprecedented quantity of contacts throughout current and new channels. And now as we’re nearing talks of a nationwide and even international recession, these groups are nonetheless tasked with doing extra with fewer individuals and assets.
Cost financial savings has all the time been a major focus space for these groups however I’m excited to see a brand new theme emerge from the customer support leaders I comply with and admire; a spotlight on the worker expertise.
The worker expertise is essential to driving nice Customer Experience. Being a customer support skilled is a troublesome job. They generally don’t get the assets they should reply robust questions from prospects whereas additionally having to spend most of their days coping with prospects who’re upset.
For leaders, let’s focus extra on how these professionals are experiencing work and assist them get the coaching, help, and assets they have to be profitable of their difficult roles.
Also, exhibiting recognition and appreciation of their work is vital in maintaining morale and retention excessive.
For the remainder of us, listed below are two issues that we are able to all do to thank Customer Service execs:
Show appreciation to a customer support skilled this week.
Show some empathy and compassion in your interactions with them, day by day.
Let’s all keep in mind that there are actual individuals on the opposite facet of the telephone, e-mail,or messaging thread. Each day we interact with them, let’s bear in mind to deal with them with the respect they deserve. Happy National Customer Service Week!