We spend a lot of time talking about what needs to change in customer service. But are we giving enough attention to what's already great? It's a question worth asking during Customer Service Week.

I recently caught up with two people I've known through CCA for many years. Both have moved on to different organisations and progressed in their careers. Interestingly, both mentioned winning a CCA Excellence Award earlier in their careers and the positive impact that recognition had on them, personally and professionally. Years later, they still talk about it with real pride.

It says something about the value of recognition, not just at the time, but in the confidence it can build and the encouragement it can give people as they progress through their careers.

At our recent Raising the Bar Summit, Greg Reed, Group Chief Executive of Places for People, spoke about purpose, leadership and the importance of people feeling connected to the organisation and the work they do. There's a connection between these conversations.

We're constantly discussing transformation, technology, performance, efficiency and the challenges facing customer service. These are all important conversations, particularly as organisations rethink how services are delivered and what they need from their people.

Behind every improvement, every successful change and every great customer experience are people whose contributions deserve to be valued.​

 

 

 

 

 

 

 

Recognition isn't just about awards or formal programmes. It's about creating a culture where good work is noticed, achievements are shared and people feel that what they do matters.

It's also about connection and community. The relationships we build, the experiences we share and the encouragement we receive from others can have a lasting influence on our careers. And as leaders, we have a responsibility to create the conditions where people feel supported, recognised and proud of their contribution.

Perhaps during Customer Service Week, alongside celebrating the importance of great service, we should also be asking whether we're doing enough to recognise and support the people who deliver it.

This week's Friday Question: In our drive to transform customer service, are we giving enough attention to the people, relationships and culture that make excellence possible?

I'd love to hear your thoughts...
Email: sharon.johnston@cca-global.com