Hotel Online  Special Report

National Customer Service Week is Coming Soon
October 1-5, 2007

September 18, 2007 - As many of you know, National Customer Service Week is less than a month away.  You can use this as an opportunity to jumpstart, re-ignite, or reinforce your service initiatives.  During this week, your company can:
  • Elevate companywide awareness on the importance of service excellence. 
  • Raise morale and teamwork. 
  • Let the community and customers know about your commitment to exceptional service. 
I did some research and found some ideas for you to consider when developing your plan for National Customer Service Week.
  • Job swap 
  • Invite senior management to listen to and/or take calls 
  • Run a series of lunch & learn forums - i.e. 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 
  • Staff/customer nominations for those they feel are customer service champions 
  • Rewards for those that 'go the extra mile' 
  • Put up banners, posters, balloons 
  • Distribute badges, pens and other promotional material 
  • Promote on intranet, emails, website, newsletters, screensavers and stationery 
  • Put a display table in the foyer 
  • 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 other departments to a buffet lunch to enable them to ask and learn about the week 
  • Have an Open Day - invite valued external customers to visit 'behind the scenes' 
  • Hold a 'ribbon cutting ceremony' to launch the week 
  • Nominate the best/worst received 'Letter of the Week'
I was in the bank yesterday and saw that each teller's booth had a bright sign that read "Who would you thank?"  On the other side of the sign, the bank explained that as part of the upcoming National Customer Service Week Celebration, they are encouraging customers to recognize the exemplary service of any bank employee.  They are looking for unique and compelling stories of great service.  The bank will select the winning entry, and help bring the "thank you" to life. 

For those of you that have ordered the EngageMe DVD and/or Posters, here are some ideas:

  1. Show the video in townhall meetings, manager meetings, and staff cafeteria.
  2. Display the posters to generate awareness.
  3. Focus on the 7 principles of EngageMe throughout the week.  Use the 7 Principles of EngageMe worksheets to help guide your team discussions.
Monday, October 1, 2007
Principle #1 - Create an inclusive atmosphere 
Principle #2 - Be eager to serve 

Tuesday, October 2, 2007
Principle #3 - Be welcoming 

Wednesday, October 3, 2007
Principle #4 - Offer a gracious goodbye 

Thursday, October 4, 2007
Principle #5 - Turn customers into ambassadors 

Friday, October 5, 2007
Principle #6 - Create a total experience 
Principle #7 - Earn your customers' confidence...reap the rewards

-Bryan K. Williams

About B.Williams Enterprise, LLC

B.Williams Enterprise, LLC is a consulting, training, & auditing company which focuses on service excellence.  The goal is to assist organizations, in various industries, to enhance their levels of customer service to world-class levels.  This can only be achieved by focusing on service excellence as a way of doing business, rather than an "initiative of the month".  Service excellence must be weaved throughout the every level.

We exist to serve others so they may better serve the world.


B. Williams Enterprise, LLC 
Phone: 240-401-6958 

EngageMe…the voice of your customer 
Phone: 1-866-208-1749 


Also See: Engage Me…the Voice of Your Customer / September 2007
Customer Engagement: Where do we begin? / Byran K Williams / August 2007
Engage Me…the Voice of Your Customer / / August 2007
B. Williams Enterprise, LLC Launches Engage Me…  the Voice of Your Customer / August 2007
To Engage…Listen to the Voice of Your Customer / Byran K Williams / August 2007
To Engage the Guest, You Must Engage Those Who Directly Serve the Guest / Byran K Williams / July 2007
Three Service Rules: The Golden Rule, Platinum Rule, and Double Platinum Rule/ Byran K Williams / June 2007
The Greatest Bellman I Ever Met… / Bryan K. Williams / April 2006
Sorry to Say…But Some People Should Not be Serving Other Human Beings / Bryan K Williams / October 2006

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