This archive report was first published on 13 October 2019.
Published on October 13, 2019, Customer Service Week has become a global phenomenon, with businesses all over the world focusing on remembering their customers and appreciating them.
However, some businesses are using this week as a get-out-of-jail card, a frothy and low-nutrition substitute for daily excellence in customer service.
Great customer experience is not a one-off occurrence, an event marked by start and stop dates. It is a way of being.
Enlightened businesses have no need to have a week in which they focus on their customers; every week is like that. It is a culture and a habit.
Those who pull this off have customers glued to them by the superior experience they offer, and spectacular and sustained success can come their way.
But, too many businesses are using Customer Service Week as a way to message or celebrate their way to outstanding customer experience, rather than putting in the hard work and leadership required to achieve it.
As one business leader suggested, a great Customer Service Week for your business would be to reveal to your customers the top three most recorded complaints over the past year – and the measures you are undertaking to fix those issues once and for all.
