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National Customer Service Week 2024
This week (Monday 7th – Friday 11th October) is National Customer Service week. It's a week designated to celebrate the work of customer service workers across the UK, who provide crucial support in all different industries.
What is national customer service week?
National Customer Service Week (NCSW) is an annual event held during the first full week of October. It is designed to recognise the importance of the teams and individuals who support customers every day through their work.
The week highlights the vital role these teams play in creating positive experiences, fostering loyalty, and contributing to overall business success.
Many organisations take this opportunity to show appreciation to their employees, share best practices, and emphasise the value of excellent service both internally and externally. In the UK, the event is endorsed by the Institute of Customer Service.
The week is organised around five distinct themes, one for each day. The themes for 2024 are:
- Monday – The Future of Service
- Tuesday – Service with Respect
- Wednesday – Effective Service Leadership
- Thursday – Risk, Reputation & Trust
- Friday – Recognition Day
What is customer service?
Customer service involves providing support and assistance to customers, whether they are browsing, making a purchase, or resolving an issue. Representatives ensure that the experience is smooth and satisfying by offering their expertise and help.
For example, when browsing online and needing assistance, clicking on a live chat button often connects you to a team dedicated to simplifying your experience and providing the answers you need.
Why is it important?
Delivering excellent support is key to turning potential buyers into loyal customers. According to research by Salesforce, 89% of consumers are more likely to make another purchase after a positive experience.
On the other hand, poor service can have serious consequences. Zendesk reports that 73% of consumers will switch to a competitor after several negative interactions, which can hurt both sales and a business's reputation. Three in four consumers say that a bad experience can ruin their day, which can lead to negative reviews and a decline in public perception.
Why celebrate National Customer Service Week?
Founded in 1984, this initiative was created to acknowledge the crucial work of support teams in boosting customer satisfaction, loyalty, and advocacy.
The week offers an opportunity for leaders and employers to reflect on their teams' contributions, discuss potential improvements, and ensure that employees feel supported in their roles, all while maintaining high levels of satisfaction among customers.
How can I start a career in customer service?
With its significant impact on business success, roles in customer support remain in demand. Despite the rise of AI-driven chatbots, there is still a strong need for a human touch. According to a study by Katana, half of those surveyed prefer to speak with a person rather than AI, while only 12% prefer AI interactions.
This shows the continued demand for skilled human representatives alongside AI tools in the future of business.
If you're thinking about switching careers, we offer the perfect course to help you get started. For a quick option, our Customer Service CPD course takes less than 90 minutes and is available for just £20.
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