{
    "version" : "https://jsonfeed.org/version/1",
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    "type" : "single",
    "title" : "How Will You Celebrate Customer Service Week? |Digital.gov",
    "description": "How Will You Celebrate Customer Service Week?",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/09/11/how-will-you-celebrate-customer-service-week/index.json","item" : [
    {"title" :"How Will You Celebrate Customer Service Week?","summary" : "In 1992, Congress passed Public Law No: 102-481, which proclaimed the first full week in October as National Customer Service Week.","date" : "2015-09-11T11:00:45-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
        
            "customer-experience" : "Customer experience",
            "customer-experience" : "Customer experience",
            "product-and-project-management" : "Product and project management"
            },"branch" : "bc-archive-content-3",
      "filename" :"2015-09-11-how-will-you-celebrate-customer-service-week.md",
      
      "filepath" :"news/2015/09/2015-09-11-how-will-you-celebrate-customer-service-week.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/09/2015-09-11-how-will-you-celebrate-customer-service-week.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/09/2015-09-11-how-will-you-celebrate-customer-service-week.md","slug" : "how-will-you-celebrate-customer-service-week","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/09/11/how-will-you-celebrate-customer-service-week/","content" :"\u003cp\u003eIn 1992, Congress passed \u003ca href=\"https://www.congress.gov/bill/102nd-congress/senate-joint-resolution/166/text\"\u003ePublic Law No: 102-481\u003c/a\u003e, which proclaimed the first full week in October as National Customer Service Week. Customer service is also a \u003ca href=\"http://www.performance.gov/node/3400/view?view=public#overview\"\u003eCross-Agency Priority (CAP) Goal\u003c/a\u003e, tasking agencies to “deliver world-class customer services to citizens by making it faster and easier for individuals and businesses to complete transactions and have a positive experience with government.” Federal agencies are encouraged to participate in Customer Service Week, to share how you’re working to improve service, and to recognize your agency’s customer service stars. Here are some ideas to help you get started.\u003c/p\u003e\n\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/09/600-x-400-Office-old-and-vintage-telephone-with-the-USA-flag-Bombaert-iStock-Thinkstock-497375023.jpg\"\n    alt=\"USA-themed vinatge telephone.\"/\u003e\u003cp\u003eBombaert/iStock/Thinkstock\u003c/p\u003e\u003c/div\u003e\n\n\n\u003ch2 id=\"talk-amongst-yourselves\"\u003eTalk Amongst Yourselves\u003c/h2\u003e\n\u003cp\u003eDevelop internal communications and activities around Customer Service Week, to recognize employees who excel at serving customers.\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eDevelop and broadcast service level standards (e.g., respond to email within one business day; answer the phone by the 3rd ring; always answer the phone with a smile on your face)\u003c/li\u003e\n\u003cli\u003eHost open houses at offices across the country and invite customers and partners, to show them your appreciation\u003c/li\u003e\n\u003cli\u003eOrganize user testing sessions, to bring customers in and test your website and other digital products\u003c/li\u003e\n\u003cli\u003ePlan in-person activities to recognize employees\u003c/li\u003e\n\u003cli\u003eWork with your graphics shop to develop and display Customer Service Week posters around your buildings\u003c/li\u003e\n\u003cli\u003eHost a Town Hall on the importance of customer service, and broadcast/livestream to all employees\u003c/li\u003e\n\u003cli\u003ePlace a Customer Service Week banner on your agency’s intranet homepage; include inspirational customer quotes or messages\u003c/li\u003e\n\u003cli\u003ePromote Customer Service Week on internal collaboration platforms (e.g., Yammer, Chatter)\u003c/li\u003e\n\u003cli\u003eWrite articles for your intranet or employee newsletter. Feel free to pull ideas from this article to get you started!\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"be-social\"\u003eBe Social\u003c/h2\u003e\n\u003cp\u003eHow does your agency use social media to serve customers? Talk to your agency’s social media lead about giving one of these ideas a spin.\u003c/p\u003e\n\u003cdiv class=\"image image-right image-right-legacy\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/09/250-x-250-Social-media-connections-SilverV-iStock-Thinkstock-179875424.jpg\"\n    alt=\"Social media connections\"/\u003e\u003cp\u003eSilverV/iStock/Thinkstock\u003c/p\u003e\u003c/div\u003e\n\n\u003cp\u003eHost \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/10/17/hosting-successful-federal-twitter-chats/\"\u003ecustomer service “office hours” or chats\u003c/a\u003e on Twitter, and follow \u003ca href=\"https://twitter.com/hashtag/govcx\"\u003e#GovCX\u003c/a\u003e\u003c/li\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eShare answers to common customer questions on Facebook\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.pinterest.com/explore/customer-service-week/\"\u003eShare ideas on Pinterest\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003eReview the list of tools that have a \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/negotiated-terms-of-service-agreements/\"\u003efederal-friendly Terms of Service\u003c/a\u003e, to see if there are any new tools your agency should consider adopting\u003c/li\u003e\n\u003cli\u003eOrganize an after-hours networking event for your customer teams\u003c/ul\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"customer-experience-cx-day\"\u003eCustomer Experience (CX) Day\u003c/h2\u003e\n\u003cp\u003eNo time to organize an entire week’s worth of events and activities? Then just focus on Tuesday, October 6. That’s CX Day—the one day each year entirely devoted to customer experience. Check out the \u003ca href=\"http://cxday.org/\"\u003eCX Day website\u003c/a\u003e—it’s full of ideas to help your organization rally around better customer service. Some things to do include:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eFollow \u003ca href=\"https://twitter.com/hashtag/cxday\"\u003e#CXDay\u003c/a\u003e for news and tips from CX leaders across the globe\u003c/li\u003e\n\u003cli\u003eDownload logos and badges\u003c/li\u003e\n\u003cli\u003ePlan or market local networking events\u003c/li\u003e\n\u003cli\u003eAttend online events and Twitter chats\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"involve-the-boss\"\u003eInvolve the Boss\u003c/h2\u003e\n\u003cp\u003eExecutive support is key to success, so enlist agency leaders to show support and encourage participation.\u003c/p\u003e\n\u003cdiv class=\"image image-right image-right-legacy\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/09/250-x-333-Festive-star-and-banner-Elaine-Barker-iStock-Thinkstock-93044436.jpg\"\n    alt=\"Festive gold star and red banner\"/\u003e\u003c/div\u003e\n\n\u003cp\u003eEncourage managers to take time to thank employees for their service; a verbal thank-you, a certificate, a gold star, etc. are great ways to show you care\u003c/li\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eDraft an email for your agency head to send to all employees to set expectations and share the importance of customer service\u003c/li\u003e\n\u003cli\u003eInvite high-level agency executives to “shadow” front-line employees, to see firsthand how your agency delivers services\u003c/li\u003e\n\u003cli\u003eArrange a tour of your contact center for agency managers\u003c/li\u003e\n\u003cli\u003eEncourage managers to experience service from the customer’s perspective\u003c/li\u003e\n\u003cli\u003eDevelop talking points to help executives promote these activities with employees\u003c/ul\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"share-your-experience\"\u003eShare Your Experience\u003c/h2\u003e\n\u003cp\u003eShare your Customer Service Week stories.\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eWrite a blog post for DigitalGov to recap what you did during Customer Service Week and how it was received\u003c/li\u003e\n\u003cli\u003eShare customer service tips on social media via #GovCX\u003c/li\u003e\n\u003cli\u003eDocument customer success stories, such as the Transportation Security Administration’s “Kudos Across America,” and share with your staff\u003c/li\u003e\n\u003cli\u003eDevelop recommendations for next year’s celebrations\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eWant to improve customer experience in government? Join the Customer Experience Community of Practice (CX-COP). It’s a platform for government CX practitioners to share knowledge, ask questions, and collaborate to improve the government customer experience. Visit the \u003ca href=\"https://digital.gov/communities/customer-experience/\"\u003eCustomer Experience Community page\u003c/a\u003e to register.\u003c/p\u003e\n\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/09/600-x-400-Callcenter-Strong-team-Teamwork-Androsov-Konstantin-iStock-Thinkstock-93536156.jpg\"\n    alt=\"Team of call center figures\"/\u003e\u003cp\u003eAndrosov Konstantin/iStock/Thinkstock\u003c/p\u003e\u003c/div\u003e\n\n\n"}
  ]
}