Ideas for NCSW

If this is your first National Customer Service Week then these lists will provide you with plenty of ideas of where to start. If you’ve celebrated NCSW before you’ll find some fresh ideas here as well.

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We decided to celebrate National Customer Service Week for the first time last year. Each store in our group appointed an ambassador who drove events that included encouraging customers to write in about our service. During the week our sales rose by 12% on the previous year and we were inundated with positive comments. We did receive some negatives ones too, but we view all feedback as positive.

Kim Kimber (group training manager, Morleys Store Group)

Promoting NCSW

• put up banners, posters, balloons (you can buy NCSW merchandise from our shop)
• promote on intranet, emails, website, newsletters, screensavers and stationery
• issue press releases to local newspapers/magazines and radio/TV stations
• publish an agenda for the week
• take over the in-house magazine — issue a special edition
• invite customers to hold scheduled meetings at your site
• have an Open Day – invite valued external customers to visit ‘behind the scenes’
• hold a ‘ribbon cutting ceremony’ to launch the week

NCSW activities

• job swap
• invite senior management to listen to and/or take calls
• run a series of forums — e.g. 10 tips for handling a complaint, five questions to ask your customer or how to keep cool with an angry customer
• ‘mystery shopper’ exercises
• display service improvement initiatives for staff and customers to view
• communicate without email for a day — walk and talk
• display a ‘Roll of Honour’ for those with an Institute Professional Award, N/SVQ or other qualification in customer service
• staff/customer nominations for those they feel are customer service champions
• rewards for those that ‘go the extra mile’
• create a customer service quiz/puzzle