September 29, 2018

Customer Service Week — 7 Great Ideas to Celebrate Your Agents

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Imagine for a second your Keurig acts up one morning. You get on your phone and dial Keurig’s support line…but you don’t get an answer. Annoyed, but in need of your morning fix, you head down to the coffee place down the street…but it’s completely deserted. Well, except for the long line of uncaffeinated people waiting outside. You try to catch the bus to work…but after waiting 20 minutes, you realize the buses aren’t running today. And neither are the trains for that matter.

Sound frustrating? Well, that’s what a world without customer service people looks like.

Next week, October 1 – 5, marks 2018’s Customer Service Week. A time to celebrate the important role that customer support plays in our everyday lives—from getting our morning started right, to getting us to work and home on time.

 

Why every company should celebrate their support teams

The people who work in customer service are more than just an important part of a consumer’s life. They’re an integral part of how a company functions as well, and they deserve to be celebrated and recognized.

 

They’re not just problem-solvers. They’re your Sales and Marketing team too.

When a customer reaches out, it’s usually for one of two things: either they have a question, or they have a problem. Your customer support team are the ones on the front line, helping your customers through their issues, and the experience they give to your customers is one of the key deciding factors influencing whether they’ll purchase from you again, and how much they’re willing to pay.

According to our recent customer survey statistics, more than 50% of customers will consider a company’s customer service record when deciding who to purchase from, and 92% will switch to a competitor after 3 (or fewer) poor service experiences. And if that’s not enough of an ROI, 68% of customers said they would pay more for a product or service if the company provides good customer service.

 

Because the way you treat your team will reflect in how they’ll treat your customers

Luxury hotel brand Four Seasons is famous for their world-class level of service. And they credit a lot of their success to their Golden Rule: treating their employees with dignity and respect, in a way that inspires them perform at their best.

As Isadore Sharp, founder and chairman of Four Seasons Hotels And Resorts explains, “If we were asking [our employees] to perform at this high level, we had to make sure we gave them what they needed. What would these employees need to inspire them to treat customers this way? That’s when we put in place a commitment to the Golden Rule: treating people with the dignity and respect that they’re entitled to, creating a work environment that led everybody to rise to their best self, creating a team spirit that everybody recognized their particular role was crucial in performing this level of service we were talking about.”

A truly world-class customer experience requires customer support teams to go above and beyond their standard KPIs—to go out of their way to do something special that sticks in the minds of your customers, and keeps them coming back long after the experience is over. And the way to inspire that attitude is to go above and beyond yourselves when it comes to how you treat your agents.

Ideas for Celebrating Customer Service Week

Decorate Your Contact Center

(Budget: $$$$$$$$)

Picture of a donut with a candle and sprinkles, with confetti in the background

Like any office, a contact center can be a stark, clinical space to work in. Get the right atmosphere in place to get your team in the celebratory mood with balloons, streamers, and confetti (both paper and cupcake).

 

Kick-Off Breakfast/Snacks

(Budget: $$$$$$$$)

Picture of donuts on a pegboard

Kick off the week with a crowd favorite: free food. Order in muffins or donuts for an indulgent breakfast, or fun midday snack. Or if you’re looking to make your agents feel truly special, hire a chef for the day to make omelets or crepes on-site.   

 

Executive Team Visit

(Budget: Free!)

Group of professionals looking at a laptop

Hold a Mini ‘Town Hall’

Getting your Executive Team to speak to your support staff is a great way to make them feel like a valued part of your organization.

It’s also the perfect opportunity to communicate your company’s mission and vision—which often gets set at the Executive level—to your support team, and drive home the exact role they play in executing that mission. So they feel invested and motivated as they do their part to help the company succeed.

Pull a Switcheroo

Have your Executive Team work as an agent for a day—or at the very least, help one customer.

It’s a fun way to build a level of understanding between your support team and Executives, and gives them invaluable insight into what the ‘day in the life’ of an agent looks like, and the challenges they face in their role.

 

Gifts

(Budget: $$$$$$$$)

Picture of coffee and 'I love you so matcha' sign

Give your support team a keepsake to commemorate Customer Service Week. It could be as simple as a handwritten Thank You card, or even chocolates or Starbucks gift cards.

+1,050 points if you can incorporate a fun pun into your messaging.

 

Activities

(Budget: $$$$$$$$)

Aerial view of water theme park
Group activities are not only fun, but they’re also a quick, easy way to foster cohesion across your team.

Scavenger Hunt

Break your team up into groups and organize a Scavenger Hunt on a grand scale. You can even turn it into a low-key training session by incorporating company policies into your clues; just steer clear of making it feel too much like a midterm.

Theme Park / Movie Theater / Mini Golf

Rent out a fun space for your support team to let loose and have fun. That could be a theme park, movie theater, bowling alley, or even a mini golf course! If possible, open it up for your team to bring friends and family along to enjoy the day with them.

 

Keep the ‘Customer Service Week’ Spirit Going

And the best way to celebrate Customer Service Week? Keep it going.

Invest in making your team’s experience better, from the atmosphere they work in, to the customer service software they use. These everyday things are what will truly make your staff feel valued, special, and they’ll pass those positive feelings onto your customers as well.

 

Want an insider’s view on how JetBlue manages its award-winning customer support? Check out the recording of our webinar with JetBlue’s Laurie Meacham and ICMI:

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