Do you appreciate your staff for the customer service they provide?

Does your staff know they provide customer service?

Customer Service Week is an opportunity to appreciate those folks that provide customer service. The Customer Service Week of 2015 is over but we had some fun with it at our company and I believe we showed appreciation and encouragement to our front line staff.

Our staff answers calls 24/7 and provides customer service for our customers and all of their callers. We are responsible for representing each customer to the rest of the world, even though we don’t have the advantage of working in their location or to be part of their company culture. Sometimes it can be a struggle to help our staff to see the ‘big picture’ of customer service while in the midst of trying to deal with a caller and their demands or problems and balancing that with the preferences and protocols of our client. However, customer service is exactly what we do 24/7.

In light of that – and to help elevate our staff’s mindset to that of ‘customer service agent’ – we decided to take advantage of Customer Service Week and appreciate our staff.

Because we have a unique environment and never close, it comes with inherent challenges of connecting with staff and having a meaningful time of recognition that all can benefit from. (Why have a catered lunch when only a fraction of our staff will be in the office that day?) Therefore, we decided to have a daily Thank You for our people and each one would receive each item, no matter what days they worked that week.

Each day we gave a fun little ‘treat’ along with a meaningful tag, note or card. Some examples of what we did were:

A key chain honoring them as a customer service agent, along with a fictional thank you note from a caller thanking the operator for the caring way he/she handled their call.
A customer service card with a specific note to the agent, written by someone in management and connected to a Kind Bar.

A little ‘goodie/snack/treat’ with a little note celebrating Customer Service Week.

These little things created a very positive buzz around our office. Our people anticipated coming into work in a positive way. As a result of recognizing our agents and helping them to see themselves as true customer service agents, it was a win-win week. We look forward to planning another recognition week.

Deb Crown

Deb Crown

About Deb Crown

Towne Answering Service was established in 1968 to provide answering services for medical and commercial clients in the southeastern Pennsylvania area. Utilizing the best technology available at the time (the time was 1968 and the technology was a switchboard), Towne was able to establish a very faithful clientele, the majority of whom are still with us today. As time passed and technology advanced, so did the equipment. The answering service equipment evolved from switchboards to a basic computerized system with handwritten messages. From that, we were able to move to a fully computerized, paperless, state-of-the-art messaging system with digital lines and switching and were able to partner with our clients and provide a higher level of service.