Docstoc

Slide 1 - HDI

Document Sample
Slide 1 - HDI Powered By Docstoc
					NATIONAL CUSTOMER SERVICE
WEEK 2010!!!
Nora Osman
Director of Support Services
Emblem Health
AGENDA
 What is NCSW?
 When is NCSW?

 Why celebrate NCSW?

 Who participates in NCSW

 Ideas on celebrating NCSW

 Sites and Resources you can use
WHAT IS NCSW?
 Week-long celebration of customer service/
  accomplishments
 Expression of appreciation for staff servicing
  customers
 Chance to reinforce positive message

 Whatever you want it to be!!!!
WHEN IS NCSW?
 October 4- October 8, 2010
 Every year, usually 1st week of October

 Everywhere customer service exists
WHY CELEBRATE NCSW?
 Customer Service is valuable to all organizations
 Good service can be great, if rewarded and
  reinforced
 Bring back the „team sprit‟- motivation

 Everyone needs a pat on the back

 Message gets stale on service
WHO PARTICIPATES IN NCSW?




 Everyone!
 Definitely Support/Help Desk

 Extend to level II/III etc.

 Management…even business users
IDEAS ON CELEBRATING NCSW

 Decorate space- balloons, banners, streamers
 Market event- email, newsletter, bulletin

 Gift bag as „thank you‟ to staff

 Feed the staff- often 

 Plan daily events to engage staff

 Play games, breaking into „teams‟

 Have competitions

 Have daily „themes‟
IDEAS ON DECORATING
 Decorate the Help Desk area, NOC, Hallways
 Designate a „Meeting Hub‟ room and decorate it
  with streamers, banners, balloons, etc
 Use colorful helium balloons, company theme
  colors
 Use banners marking „National Customer Service
  Week 2010‟
 Ask staff to decorate their own desks to help
IDEAS ON MARKETING
 Market event- email, newsletter, bulletin
 Send agenda out a few days in advance for weekly
  events
 Post daily announcements on bulletin board/lunch
  room
 Have pins made out for all to wear (if have time)

 Take group pictures all dressed similarly

 Use it in your ACD greeting, “Thank you for calling
  the Help Desk, Happy National Customer Service
  Week, how may I help you?”
IDEAS ON GIFT BAGS
 Single big-ticket item for all staff members, ex.
  Polo shirts w/company logo
  Computer bag w/company logo
  Mug/thermos w/company logo


 Lower cost item for all staff
  Office supply bundles
  Candies, cookie jars, etc


 Pre-made/ordered items
  Catalog-based items; magnets, mirrors, pens, etc
  Catalog-based items; trophies, plaques, picture frames, etc
  Catalog-based items; trinkets, candy cups/mugs, etc
IDEAS ON FEEDING THE STAFF
   Order Breakfast for the department
     Splurging- Hot breakfast (Eggs, pancakes, french toast,
      bacon, ham, coffee/juice, etc.)
     On a budget- Bagels or Donuts in large assortment,
      coffee/juice, etc.
   Order lunch for a meeting/celebration
       Splurging- Wraps, sandwiches, even hot lunch
       On a budget- pizza or just dessert trays with coffee
   Even snacks will do
       Popcorn party
       Cupcake party
       Ice cream party
    Vendors can sponsor an event
   If all else fails (budget is tight) take a collection from
    managers or self-sponsor
IDEAS ON PLANNING EVENTS
 Scavenger Hunt
 Ticket Bloopers Contest

 „Team Awards‟ ceremony
       Best Customer Service, Best Phone Smile, Mr/Mrs
        Congeniality, Most likely to climb the corporate
        ladder, etc.



   Daily themes
     Wear red day, wear hat day, wear overalls day
     Photograph the department in uniform of the day
IDEAS ON TEAM EVENTS
 Split departments/groups into teams
 Setup competitions (in door events)
     “Techie Jeopardy”
     “Minute to Win It”
     “Charades”
     “Family Feud”
     “The Price is Right”
     Solve the puzzle
    Setup competitions (out door events)
     Tug of war
     Three-legged race
     Egg drop
SITES & RESOURCES
   HDI
     http://www.thinkhdi.com/contest.aspx
     http://www.thinkhdi.wordpress.com


   Awards & Trophies, Trinkets:
     http://www.crownawards.com
     http://www.instituteofcustomerservice.com/5407/NCSW-
      Shop.html
     http://www.eventpromotionsnow.com/SubCategories.aspx?id=2
      5213&gclid=CJKK7ZThmKQCFd9n5QodH3zZEQ
     http://www.promosontime.com/get_list_201.htm


   Other Organizations/Sites:
     http://www.instituteofcustomerservice.com
     http://katenasser.com/customer-service-reps-give-them-the-
      greatest-gift/
     http://www.csia.com.au/csweek1.asp
QUESTIONS?

				
DOCUMENT INFO