Customers Have Been Complaining Since 1750 B.C.

Oct 7, 2020 9:00:00 AM

Happy National Customer Service Week! CS Week was proclaimed an official event by Congress in 1992, and is now celebrated every year during the first full week of October. The purpose of CS Week is to celebrate customer service professionals and increase awareness of how vital their services are to running a business.

Fun Facts to Celebrate CS Week

DID YOU KNOW? According to the U.S. Bureau of Labor Statistics, the state with the largest number of CS representatives is Texas, with 291,550 jobs in that industry as of May 2019. Now that’s a Texas-sized 10-4!

DID YOU KNOW? The earliest recorded customer complaint can be found on a clay tablet from sometime around 1750 B.C., and concerned the inferior grade of a shipment of copper. Maybe someday one of your Yelp reviews will also be housed in the British Museum, so be careful what you put out there!

DID YOU KNOW? The record for the longest customer service call is 10 hours and 51 minutes. This occurred in 2017 at Zappos, and broke the previous record of 10 hours 43 minutes, also at Zappos. Want to learn more about the original record-breaking call? Prepare to say “WOW” at hearing the rep’s story.

Make Your Celebration Unique to Your Workforce

While every company celebrates CS Week a little differently depending on the size of its frontline and the type of business it supports, here are a few ideas that are sure to be a hit during your celebrations:

  • Food is always a hit
    Pizza? Cupcakes? Filet mignon? No one will be upset about getting a free lunch! Just make sure to get more than enough to feed everyone; there are few things worse than getting stuck on a call and missing out on the fun. If your agents are working remotely, you could send them chocolates, or a coupon for a free pizza.
  • Care for your Customer Service community
    Let’s face it... working in customer service has its good days and not-so-good days. CS Week is a chance to let your customer service representatives relax and renew their commitment to each other as a team by enjoying some games and friendly competition. Since reserving offline time can be challenging, consider team activities that can be done asynchronously at their desks, as well as ones that can be done together away from the production floor. For remote workers, consider activities that can be done throughout the day at their own pace, such as virtual scavenger hunts or bingo.
  • Recognize, reward, and revel
    “The Five Love Languages” isn’t restricted to couples. Be mindful that different people want to be recognized in different ways. Some reps want their names shouted from the rooftops, others want private recognition from their organizational leaders, while others just want money or additional responsibilities. Adjust your recognition practices so they make the greatest impact on the individual being rewarded.

Celebrate Year-round

Even though CS Week is an annual event, remember to celebrate the customer service professionals in your organization the other 51 weeks of the year. You can do this by providing professional development training, establishing a rewards program, and having them participate in focus groups and feedback sessions. No one knows your customers better than your frontline, so be sure to empower and nurture them year-round, encouraging their efforts to give it their all.

Tell us how you’re celebrating Customer Service Week! Tweet us @edifycx.

Carol Gold

Written by Carol Gold

Carol Gold leverages over 7 years of contact center experience in her role as Instructional Designer at Edify. When she’s not developing internal and external knowledge resources for Edify, she’s diving into trends in the Learning & Development industry, listening to the latest audiobooks, and tenaciously attempting to grow tomatoes in her own backyard.