Many businesses are fundamentally misunderstanding the purpose of Customer Service Week celebrations, according to acclaimed service excellence expert Jerry Halm.
The award-winning author and consultant argues that organisations are making a critical error by treating the week as an opportunity to celebrate their customers.
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“If this week is for celebrating customers, then what has that organisation been doing this whole year?” Halm questions. “Every single day is to celebrate customers. Customer Service Week is to celebrate those who serve customers.”
Halm emphasises that the original intent of the week-long observance was twofold: to recognise the efforts of customer service professionals and to highlight the importance of the customer service function within organisations.
Customer Service Week has a rich history, dating back to 1987 in the United States for businesses. The celebration gained official recognition in 1992 through a proclamation by the United States Congress.
According to CSWeek.com, the official sponsor of the event, “Customer Service Week is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis.”
The expert’s comments serve as a timely reminder for businesses to refocus their celebrations on honouring the frontline workers who dedicate themselves to serving customers throughout the year.
