Between Customer Service Week and Employee week
Between Customer Service Week and Employee week
I drove into a petrol station on Tuesday morning to meet an unnecessarily noisy atmosphere in a place where tranquility was a norm. No thanks to the speakers blaring proudly Nigerian jams. I also noticed that all the attendants were colourfully dressed and in high spirit. I almost concluded that they were still celebrating Nigeria’s independence. I was later informed upon my enquiry that it was Customer Service Week. Oh! How could I forget such a significant celebration? Anyway, what does it matter now? I am already here. While they filled the petrol tank of my car, I wondered what package they would have for customers like me on a day like this. My thought was terminated abruptly when the attendant soon finished and requested me to move my car. I retorted and requested for their plans for the customer. They muttered something about coming from headquarters. It was obvious that they didn’t have anything for me – their customer. I fumed.
During the week, I also received several images of employees who adorned themselves with colourful apparels at the admiration of the customer. It left me with the question of who was being celebrated. I am certainly not alone on this clarification tour. Since the week is termed Customer Service Week, it gives an impression that it is a week set aside to focus and reward the customer. In the few places I visited, it was more of the employees than the customer, such that I had to ask, if they were celebrating themselves or their customers. This was the beginning of my quest.
Origin of Customer Service Week
The Customer Service Week or National Customer Service week (NCSW) as it is popularly known was introduced by the International Customer Service Association (ICSA) in the USA in 1984. It however didn’t gain recognition until 1992 when the congress under President George Bush, declared it a nationally recognised event. Since then, several industries in various countries including Nigeria have deliberately participated. Statistics has it that in 2016, about 50 states in the US and 60 countries participated.
Employee Focus
In the words of President George Bush during the declaration; “A business will do a better job of providing high-quality goods and services by listening to its employees and by empowering them with opportunities to make a difference”. The focus of the International Customer Service Association for the NCWS is to “take time to recognize the great people who deliver great service and value to their customers”. The celebration is therefore aimed at boosting the morale of frontline staff who their job demands daily contact with the customer. The week is therefore observed to let them know how important they are to the organization.
The Nigerian Practice
It is common sight among businesses during the NCSW for employers to enhance ambience of business environment with balloons and ribbons, serve cakes, sweets and drinks to customers. While this is good and commendable and should be the norm, it is not what the week is meant for! The week is for the employees! Employers should separate routine customer service duties from special event as NCSW.
A few tips
This is not the week to release promotion list. It is not the week to release official commendation letters. All these are given, as they form part of routine official HR duties. Bold and courageous employees lay red carpet for the employees, make employees walk through while reciting their strength, supervisors offer to serve their subordinates - serve them tea, cakes, drinks and do not forget to clear the table when done, role swap – seniors hit the front desk, seniors drive themselves, organize a fun filled quiz competition on the knowledge of their top customers, employees dress in different outfit to depict culture, industry sports, I advise employees to be around to relish the moment and not to go on vacation- its only once a year.
Going Forward
The customer is the heart of any business. The employee is the oxygen that keeps that heart alive. Employers should consciously refresh that oxygen to ensure continuous heartbeat by using the NCWS as a platform every first week of October once a year.
Contributions to this article were from Forbes, NY Times, Wall Street Journal and Wikipedia.
This is insightful, educative and edifying. This will redirect the focus of employers in dedicating the week to their customers instead of recognizing the employees who had distinguished themselves by offering exceptional services to customers as this will no doubt motivate them for better results at work.