2019-10-25
Celebrating our people during National Customer Service Week
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
Taking place during the first full week in October every year, it’s an important date in the calendar for ISS and the FM industry as a whole to recognise the vital role that excellent customer service plays in delighting our customers. The theme for 2019 was The Magic of Service™ recognizing that good service is indeed magical and crucial in having a satisfied long-term customer.
The week-long event is a great opportunity to acknowledge our people delivering amazing customer service and to learn more about what makes great service.
Support Services took the lead by celebrating the week in style, each day focusing on a different aspect of Customer Service and its impact, using the national themes to create fun, interactive and ultimately educational events for their teams.
To mark Monday’s theme ‘Insight’ – a ‘back to the floor’ initiative took place where everyone from head office spent a morning or afternoon with the teams working on customer sites. It was a perfect way to give everyone who may not be interacting with clients day to day, a greater insight of how to support the teams that do, to help them deliver a service that truly meets the client’s needs
Thursday’s theme which was Leadership saw the championing of customer service from the boardroom.
Francisco Ruiz, MD of Support Services shared his personal thoughts and views with everyone on the importance of great service: "Those who know me, can tell how passionate I am about experiencing great customer service both in personal situations and at work; I believe it’s the essence of what we do. Customer Service has become a necessity in every business, regardless of the industry. We, as customers, are flooded with choices and options but there is something that usually triggers our choice and that is ‘great customer service’ - whether in an experiential complex context or simply when dealing with a company or person online, over the phone or in person.
At ISS, service is a strategic topic and focus, in fact, our vision is to become ‘The Words Greatest Service Organisation’ and that can only be achieved by delivering the best customer service (and I would take this note a step further, by facilitating the best customer ‘experience’) not just at the front line but also in the support functions and across all areas of our business.
Yesterday, I was inspired by a client who is the Managing Partner in a top organisation. I was delighted to hear his comment “In our business, our main differentiator is the experience we deliver to our customers, it is essential to our success and what you do is incredibly important to us” Companies value customer service more and more and they choose us to deliver it to their customers – what a responsibility we have!
I know you are all also passionate about great customer service and that is why we are all part of this great industry and company – thank you."
Other themes included Recognition, Trust and Customer Service capabilities, which the teams also brought to life with a wordsearch competition, a small chocolate gift box to say thank you to everyone for making a difference and nomination forms for the Support Service Leadership Awards which were awarded at the Support Services Annual Conference which took place on 16th October.
The week was a fantastic success – great service is indeed magical!
The week-long event is a great opportunity to acknowledge our people delivering amazing customer service and to learn more about what makes great service.
Support Services took the lead by celebrating the week in style, each day focusing on a different aspect of Customer Service and its impact, using the national themes to create fun, interactive and ultimately educational events for their teams.
To mark Monday’s theme ‘Insight’ – a ‘back to the floor’ initiative took place where everyone from head office spent a morning or afternoon with the teams working on customer sites. It was a perfect way to give everyone who may not be interacting with clients day to day, a greater insight of how to support the teams that do, to help them deliver a service that truly meets the client’s needs
Thursday’s theme which was Leadership saw the championing of customer service from the boardroom.
Francisco Ruiz, MD of Support Services shared his personal thoughts and views with everyone on the importance of great service: "Those who know me, can tell how passionate I am about experiencing great customer service both in personal situations and at work; I believe it’s the essence of what we do. Customer Service has become a necessity in every business, regardless of the industry. We, as customers, are flooded with choices and options but there is something that usually triggers our choice and that is ‘great customer service’ - whether in an experiential complex context or simply when dealing with a company or person online, over the phone or in person.
At ISS, service is a strategic topic and focus, in fact, our vision is to become ‘The Words Greatest Service Organisation’ and that can only be achieved by delivering the best customer service (and I would take this note a step further, by facilitating the best customer ‘experience’) not just at the front line but also in the support functions and across all areas of our business.
Yesterday, I was inspired by a client who is the Managing Partner in a top organisation. I was delighted to hear his comment “In our business, our main differentiator is the experience we deliver to our customers, it is essential to our success and what you do is incredibly important to us” Companies value customer service more and more and they choose us to deliver it to their customers – what a responsibility we have!
I know you are all also passionate about great customer service and that is why we are all part of this great industry and company – thank you."
Other themes included Recognition, Trust and Customer Service capabilities, which the teams also brought to life with a wordsearch competition, a small chocolate gift box to say thank you to everyone for making a difference and nomination forms for the Support Service Leadership Awards which were awarded at the Support Services Annual Conference which took place on 16th October.
The week was a fantastic success – great service is indeed magical!