National Customer Service Week

Monday 7 October – The Future of Service:

The future of service is poised to undergo a profound transformation driven by rapid technological advancements and shifting customer needs. As we look ahead, the fusion of human touch and cutting-edge technology will redefine the landscape of service, elevating customer service from a support function to a pivotal role and emphasising the importance of human-centric skills. Embracing service as a respected profession and investing in service excellence will be key to ensure sustainable growth and profitability.

• Breakthrough Research: our research reports provide CEOs, CX leaders and service professionals with practical recommendations to be used in their organisations. Our recent reports draw on key topics such as AI, the impact of technology, service as a profession, the ROI of service and the customers of the future, as well as key challenges and trends that will be significant for the customer experience environment in 2024 and beyond.

• Head to Head interviews: watch business leaders such as Mike Gauterin, Customer Services and Technology Director of United Utilities, Ian Cameron, Director of Customer Service and Innovation at UK Power Networks or Lesley Taylor, UK Managing Director of Cosmos Tours as they discuss the importance of technology, adapting to future trends and service as a profession in their respective service strategies.

• An Introduction to our Academy: join our interactive panel discussion to find out how our Academy offering can help you improve the service skills, confidence and capability of your people at all levels. You will have the opportunity to ask questions and interact with other members during the session.

• Academy Training: our series of interactive workshops, delivered by our Academy experts, provide succinct and personalised learning experiences focused on tangible outcomes. Sign up for our upcoming workshops to improve the skills, engagement, and impact of your teams and futureproof your service strategy.

• Customer Focus Magazine: our long-running publication aims to provide insight and inspiration to our members and subscribers. Read some of our latest issues on Artificial Intelligence, Automation and Ethics (Issue 42) and Driving the Service Nation (Issue 37) to delve into the future
  of service.

• CEO Blogs and statements: if you’re eager to learn more about the human-tech interface, check out the following articles: Tech and customer service – the code to getting it right, Customer service: the boardroom imperative for today and tomorrow & Building the Service Nation, together.

Tuesday 8 October – Service with Respect Day

National Customer Service Week is a dedicated time to honour the essential role that customer service professionals play in enhancing the customer experience and fostering brand loyalty. This theme underscored the importance of treating every service professional with empathy, dignity, and attentiveness. It’s a reminder that exceptional service goes beyond resolving issues – it’s about building relationships and creating positive, lasting impressions.

• Service with Respect video: listen to our CEO, Jo Causon, as she delves into the growing concern of hostility faced by customer service professionals. Similarly, our latest polling results underscore the urgent need for a shift in how we approach and treat all service professionals – learn more about the latest findings on our website.

• Service with Respect Merchandise: our Service with Respect merchandise is a great way to spread the message and inspire others to join the movement. Every item serves as a reminder of the importance of treating every service professional with dignity and understanding, helping to
  create a positive and respectful service culture. Visit our NCSW online store today. 

• Read our open letter: despite the campaign’s success, our latest round of research issued in November 2023 reveals that customer hostility is still a major issue. This is why more than 55 CEOs, business leaders and politicians signed a second open letter, published in The Daily Mail,
  calling on the policing minister to ensure assaults on public service workers are recorded separately in police statistics.

• Showcase your support: all service professionals deserve our support and respect, which starts with creating a safe working environment. Packing our Service with Respect campaign is free and simple – fill in this form to showcase your support if you haven’t already, and help us raise
  awareness of this important campaign by encouraging others to do the same.

• Training sessions: our Academy offers a series of training modules and workshops designed to help your organisation deal with challenging customer interactions and customer vulnerability with confidence, including ‘Handling Complaints Effectively’, ‘Introduction to Vulnerable Customers’, ‘Handling Challenging Customer Interactions’ and more. Invest in appropriate training and tools for your teams to handle new and increasingly challenging duties – see our full range of upcoming workshops here.

• CEO Blogs & Statements: our CEO, Jo Causon, has been actively sharing her insights and thoughts on our Service with Respect theme through her latest blogs and statements, including: ‘Encouraging better reporting of abuse to protect our essential service workers’, ‘Protecting our service professionals – a cross-sector view’, ‘Reporting is crucial to protect all service workers from abuse’ or ‘Stopping the ongoing abuse of service workers’.

Wednesday 9 October – Effective Service Leadership

In today’s competitive landscape, where customer expectations are constantly evolving, strong service leadership is essential for driving innovation, building loyalty and achieving sustainable growth. On Wednesday, we discussed how effective service leadership sets the tone for an organisation’s culture, emphasising the importance of empathy, integrity, and continuous improvement.

• Breakthrough Research: our recent research report, ‘Leading the Service Nation?’, examines the critical skills, behaviours and knowledge for service leaders, how these will evolve in the next 3-5 years, and best practice in developing the leaders of the future.

• Annual Conference 2025: secure your tickets for our upcoming Annual Conference 2025, the UK’s leading forum for CX thought leadership. This year, our theme is ‘Leading with Purpose’, emphasising the critical role of leadership in navigating today’s dynamic landscape and shaping a better tomorrow. Our experienced speaker line-up will discuss purposeful leadership strategies that drive sustainable success and foster positive impact across sectors.

• Head to Head Interviews: from stellar leadership advice, to highlighting the ROI of great customer service, our Head to Head series features business leaders and experts giving unique perspectives, insights, and advice. Visit and subscribe to our channel to rewatch any of our
  previous Head to Head interviews, and don’t forget to also check out our 100th Head to Head Interview with Kate Syred, Chief Customer Officer at Direct Line Group

• Podcast: join our CEO, Jo Causon, as she discusses all things customer service, with frank & open conversations on how we centre the customers in a complex and challenging business environment. Guests range from high-profile FTSE 100 CEOs to consumer affairs journalists,
  right through to expert economists – access all episodes via our website.

• Management Qualifications: our 12-month learning programmes will equip you with the knowledge and tools required to make a difference to your customers, and ultimately create more value for your business. Explore our offering here – next cohort start date: 9th September, 2024.

• Customer Focus Magazine: our issue 41, ‘Leadership to Sustainable Growth’, looks at the importance of empowering your teams to proactively anticipate and address customer needs, and fostering trust and loyalty in order to effectively adapt to evolving market dynamics.

• CEO Blog and CEO Statements: check out some of our posts on service leadership, such as ‘Leading by example: the public sector’s role in elevating customer service’, ‘Navigating uncertainty requires clear and calm leadership’, ‘A reflection on diversity in leadership on International Women’s Day’, or ‘Seeing the whole of customers’ needs – not just taking an insular view’.

Thursday 10 October – Risk, Reputation & Trust

In the dynamic landscape of business, understanding and mitigating risks associated with customer interactions is paramount to safeguarding reputation and fostering trust. By prioritising transparency, consistency and ethical conduct, businesses can cultivate trust, fortify their reputation, and navigate risks effectively, ultimately delivering superior customer service experiences that stand the test of time.

• Breakthrough Research: our upcoming research report, ‘Risk and reputation’ will examine the extent to which customer service is seen as a reputational risk, delve into the impact of risk on service strategies and highlight the importance of investment and proactive risk management. Other relevant reports include ‘Who Do You Trust?’ & ‘Governance and the Role of the Customer: Balancing the needs of stakeholders’.

• Trust Index: trust is fundamental to driving satisfaction and loyalty with your customers. Our Trust Index enables you to measure, monitor and build trust with customers by benchmarking with other organisations and identifying areas for improvement. Rewatch our product launch webinar or check out our FAQs and contact your Client Development Director to find out more.

• Service Experience Model: our Service Experience model offers a comprehensive framework for managing risk and reputation throughout the customer journey. By focusing on six key dimensions, the model provides organisations with a structured approach to delivering exceptional service. It serves as a guiding framework to navigate the complexities of customer service and achieve sustained success in today’s competitive landscape. Talk to us about how best to implement this model within your organisation.

• ServiceMark Accreditation: achieving ServiceMark accreditation validates an organisation’s dedication to customer-centricity, excellence and continuous improvement across all aspects of its operations. Through an independently verified accreditation process, ServiceMark instils
  confidence and trust in customers, reinforcing trust, loyalty and advocacy. Get started with your ServiceMark journey and build long-lasting relationships with your customer base.

• Academy Workshops: our Trust and Customer Experience workshop will help you build knowledge and understanding of the components of trust and the importance it plays in your organisation’s customer service strategy and culture. It will also explore trust as a key measure
  and driver of satisfaction.

• CEO Blogs and Statements: our CEO, Jo Causon, has been delving into the critical themes of risk, reputation and trust through her thought-provoking CEO Blogs and Statements. Check out some of her recent articles, including: ‘Leveraging customer service to enhance reputation and
  drive growth’, ‘Stormy conditions ahead?’, ‘Service matters even more when things go wrong’ or ‘Service and crisis management in a changing climate’.

Friday 11 October – Customer Service Recognition Day

Customer Service Recognition Day is a great opportunity to recognise the invaluable contributions of all customer service professionals. Join us in celebrating their unwavering commitment to service excellence, empathy and problem-solving, all of which play a pivotal role in fostering positive experiences for consumers and driving sustainable business growth.

• UK Customer Satisfaction Awards: our awards provide a unique platform to showcase stellar customer service practices and gain recognition at a national level. Have a look at this year’s Awards categories, download the Awards criteria and check out our written top tips for your awards submissions. You can also hear from our 2024 winners and find out what winning this prestigious
  accolade meant to them and their organisation.

• Top Tips on Writing Winning Awards Entries – Webinar: working on your entries for our UK Customer Satisfaction Awards 2025? Join our upcoming webinar, where we will bring together experts from our judging panel along with previous awards winners. Get the inside scoop to make your entry stand out among the rest!
  Submission deadline: Friday 18 October, 2024

• Customer Service Hero competition: do you know someone who always puts customers first, handles challenges effectively and consistently exceeds expectations? Send us a shoutout for a colleague who you believe is a true Customer Service Hero and remember to share specific examples of how they have made a difference. Use the hashtag #cshero on social media (LinkedIn & Twitter) from 8am to 4pm on Friday 11th October – we will keep an eye out for your posts and announce the winner in our NCSW roundup landing page and email and on social media. The lucky winner will receive a free place to attend our awards ceremony in March 2025, along with a guest of their choosing!

• Customer recognition: get your customers involved! Publicly acknowledge the hard work and dedication of your service teams by sharing positive customer testimonials. These can be displayed on your company’s intranet, social media, or on a dedicated bulletin board.

• Employee recognition: implement a peer recognition programme where employees can nominate their colleagues for acts of exceptional customer service. Announce these nominations during a special event, and reward them with our NCSW glass crystal award as a token of appreciation.

• Customer Focus Magazine: download our issue 39, ‘The Service Revolution – A Celebration of Excellence in Service’ here. In this edition, we look at the importance of investing in cutting-edge technologies, training, and innovative strategies to cater to the ever-evolving needs of today’s
  customer and drive long-term success.