cover story | eleven
the support of my Divisional Commander. I also
National Customer Service Week is designed to involved as many stakeholders as possible and
work with senior reps of partners.
raise awareness of customer service and the vital Events include the safer neighbourhood teams’
open day at one of satellite stations, inviting
role it plays within an organisation. It is also a time members of the public to come in and meet with
their local offi cers. Some of the visitors were able
to celebrate openly all those successes, large and to sign up for different communitity groups, such
as Neighbourhood watch.
small, that inform and drive service excellence “The benefi t to my organisation is the impact
Words: Brian Wall
it had on staff morale,” states Obazuaye. “NCSW
raises the profi le of customer services as added
N
ational Customer Service Week – service department does in your organisation and value function. The week is an opportunity to
organised by the Institute of Customer just how vital that role is,” points out the Institute promote good customer care practices within the
Service (ICS), the independent of Customer Service. “It’s an ideal opportunity organisation. As customer services manager for
professional body for customer to blow the trumpet of all those staff who work my division, the week is an opportunity for me and
service – is a truly remarkable story. When it was hard and go that extra mile. By choosing your my peers to benchmark our practices against the
launched by this not-for-profi t body eight years event carefully, you can improve teamwork – get very best within and outside the police service.”
ago to celebrate outstanding service delivery, it employees to really bind by working as a team By contrast, during the NCSW 2008,
was a very modest affair, with only a handful of and having fun, get them to work with people managers at Wigan Council used feedback from
takers. Eight years on, NCSW has become nothing they might not usually work with and make it a a ‘back to the fl oor’ programme to improve the
less than a global happening. really positive time. support given to front line staff, while BT Service
When it all gets underway again on 5 October “It’s also a chance to reward those employees Assurance ran several events, including an Oscars
this year, it will be on a scale never seen before, who deserve it – give them some recognition – ceremony that recognised excellent customer
as its infl uence pervades all sectors of industry and it will also make others want to do better. To service. Oscars were awarded for BT’s Unsung
and commerce. For some organisations, the sum up, National Customer Service Week is about Hero, Customer Satisfaction and Newcomer of
celebrations will continue all week and on the recognition, reward, informing, teamwork, morale the Year. There was also a lifetime achievement
grand scale; for other smaller businesses, with boosting… and fun!” award.
more modest budgets, it might be staged as Meanwhile, Southampton City Council held
a one-off event. What unites them all, though, For employers, it is an its fi rst National Customer Service Week in 2005
is the recognition that great service should be
opportunity to say a big
and, following recognition from the CSI last year
acknowledged for all of its many virtues – and
‘thank you’ to those who
for its range of events and participation, a fresh
as a way to let customers know they are highly programme is planned for 2009. “The week is
valued and always come fi rst.
work in customer service
used to promote new initiatives for customers:
For employers, it is also an opportunity to say
for a job well done. After
for example, in 2005, to launch the Customer
a big ‘thank you’ to those who work in customer Care Charters; in 2008, a new edition of our A-Z;
service for a job well done. After all, they are the all, they are the ones at the and this year we’ll be seeking feedback from
ones at the coalface of service delivery, constantly
coalface of service delivery
customers on some of our services,” says the
charged with meeting service level agreements
OR NCSW gives you the
council. Staff, managers and councillors take part
and driving up standards. in job swaps, back to the fl oor, competitions and
So how does NCSW work? Basically,
chance to let other work
talks and tours of service areas, all designed to
organisations take part by hosting events in their
colleagues know exactly
promote customer care, improve team working
workplace. These can be large or small, serious and provide a better understanding of the council.
or fun; they can be held all through the week
what the customer service
or just on one day…. It’s up to each and every
department does in your
From Small Beginnings
organisation to decide what would best suit their
organisation and just how
The event has come a mighty long way. Back in
business. 2001, when National Customer Service Week was
vital that role is launched, fewer than 20 organisations took part.
What Are The Benefi ts? And yet, from those humble beginnings, NCSW
By supporting NCSW, organisations are showing One committed supporter of the scheme is has now been embraced on a massive scale, with
their dedication and support to customer service. ICS member Irene Obazuaye, customer services thousands of organisations participating from all
And, by highlighting its value to their organisation, manager, Bedfordshire Police J Division. “We over the world.
they send out a meaningful message to others. started taking part in 2006, although that was The role of ICS in creating this worldwide
“NCSW gives you the chance to let other work not publicised, as it was our fi rst time. I managed phenomenon has been nothing short of
colleagues know exactly what the customer to secure commitment across my division, with breathtaking. It has been relentless in driving
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