On the Front Lines Serving Customers – This Week and Year-round

National Customer Service Week is here. Five workdays of recognition, October 5 – 9, well-deserved for those who serve customers. People like you and me.

Sponsored by the Professional Association of Customer Engagement (PACE), the theme for this year is: “Ignite a CX Celebration!”

As every contact center provider knows, great customer experiences should be delivered nonstop—with year-round satisfaction as the perennial goal. That can only occur when those on the front lines perform well day in and day out, without fail.


2020 Pandemic – Once in 100 Years

During the pandemic, the stakes for companies to ensure exemplary service couldn’t be higher as COVID-19 persists, disrupting businesses and taking its toll on everyone. Times like these define us, in the moment and long after. And customers will remember.
PACE acknowledges this fact: “This year’s theme recognizes that the customer experience in 2020 has been like no other. The impact of events affecting the world today have changed the way in which companies and their employees engage with customers.”


Say Thanks for Great Service – Every Day

That’s why whenever I encounter outstanding service in tough times, I call it out, citing instances big and small, such as:

  • Travel agent who went out of her way to unbook flights and lodgings for our family vacation.
  • Technician who endured 100+-degree heat in my Texas attic to repair the air-conditioning system.
  • Caregivers who watch over my mom in her senior facility, where visitation is restricted.

I encourage everyone to say thanks every time. Compliments go a long way, especially today to those who serve us and loved ones—online, in person, on the phone and in chat. Consideration and kindness toward each other unite us all. This week and year-round.

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