The annual Customer Service Week took place last week with hundreds of organisations celebrating the great work carried out by customer service departments all over the world.
CSWeek.com states that “during Customer Service Week you can;
- Boost morale, motivation and teamwork.
- Reward frontline reps.
- Raise companywide awareness of the importance of customer service.
- Thank other departments for their support.
- Remind customers of your commitment to customer satisfaction.”
That’s exactly what Halfords set out to do last week for Customer Service Week. We spoke to Halfords Customer Service Improvement Manager and score buddy, Sara Greasley, about their CSWeek.
Q: Customer Service Week is a great opportunity to shine a spotlight on the great customer service taking place, how did you do this in Halfords?
Sara: We celebrate Customer Service Week every year within the department. It allows us to spotlight the importance of the work we do to other areas of the business. This year we had presentations ongoing throughout the whole week in Workforce Optimisation, Categorisation within Salesforce, Learning and Development, Quality Assurance, the Order Management and Payment team, Live chat and Social Media, the Product team and the Claims team. We also organised time slots for others within the business to sit with an advisor, side by side, listening to telephone calls and experiencing the types of enquiries we receive.
Q: How did your agents react to Customer Service Week?
Sara: The agents receive this very well as they get to promote what they do to others and to participate in presenting as well. We also have a fun, charity raising side to the last day, where agents baked cakes which we sold for charity, participated in games and quizzes whilst working, and wore slippers!
Q: What was your favourite part of the week?
Sara: Getting the opportunity to show others how we measure quality within the Contact centre, how we are using it to link into training and development and how we plan to improve customer service moving forward.
Q: You showcased Scorebuddy and Quality Assurance as part of CS Week, how big a role does QA have in your customer service improvement management?
Sara: Quality plays a large part in our customer service improvement and there are plans to do more for additional channels such as live chat and social media. Both QA and the learning and development areas are fairly new and QA is already becoming an essential way to coach and promote the importance of customer service, as well as highlighting development needs.
Q: How would you recommend customer service departments bring the culture of CS Week into the everyday customer service environment?
Sara: We are looking at inviting different departments within the business at other times of the year to promote how we can work more effectively together and to showcase the great work that we are doing.
Q: Is Customer Service Week always a week that you celebrate in Halfords?
Sara: Most definitely yes. We use this to promote how important a part of the business we are and will continue to do so. It is also important to celebrate our successes and take stock of the changes and improvements that are ongoing.
Let us know how you celebrated Customer Service Week on our LinkedIn page.