If it were a person, this year it could vote and be sent to war.? Customer Service Week still can?t buy a drink but let’s recognize its 18th birthday.
In 1992, Congress proclaimed Customer Service Week, an event celebrated during the first week of October.
I have been amused that some list the week as running from Monday, October 4 through Friday October 8.? Evidently they are unaware that there?s a good amount of customer service activity that happens during the weekend portion of a week.
It is good that we shine the spotlight on those who provide superior service.? During an era of outsourcing, downsizing, and more duties as assigned, the plight of the customer can be lost.
Forward thinking organizations remember that good customer service isn?t about bending over backward for a small amount of grumpy complainers.? Rather it?s about anticipating the needs of those who might buy from you and exceeding their expectations.
It?s also about creating an organizational culture where going the extra mile is recognized, rewarded, and ultimately expected.
Some companies can survive for a little while with poor customer service but usually it?s due to some kind of unique product or service.? America Online was very popular for a number of years but just about everyone who used it told me that they were unhappy with the AOL customer service experience.? Today, AOL is a shadow of its former self and and a reminder of what can happen when the competition catches up.
