Customer care representatives have it tough -- so it's no surprise to discover that companies are having a harder time holding onto them. With this in mind, Margaret DeWitt, program coordinator at the Customer Service Group (CSG), a Boonton, NJ-based organization serving contact centers, believes it's critical to devote time to appreciate those on the front lines. Firms are now realizing the importance of rewarding their people, she declares. And what better way is there than with a weeklong celebration? That celebration -- the first full week of October -- has a name: Customer Service Week, sponsored by the CSG, and federally recognized since 1992. Confusion was high and morale was low. Employees didn't even want to serve on the Customer Service Action Team, created to coordinate CS Week events.