Kathleen Curtis Wolf’s Post

A lunch date with a friend had us reflecting on the time we worked together at a hotel. We immediately remembered the sense of empowerment and autonomy that came with being trusted to make on-the-spot decisions to handle any customer concerns. They had a policy that granted every employee $200 per customer transaction to resolve issues. It didn’t matter if you were a line worker or management, you were given the ability to quickly make things right with a customer without needing to escalate or seek permission. This approach not only enhanced my problem-solving skills but also instilled a deep sense of ownership and responsibility in me. I felt personally invested in ensuring each guest left satisfied, knowing that I had the resources and authority to make it happen. From an employer's perspective, this autonomy led to many benefits. Employee morale was high, turnover rates were low, and customer satisfaction was high. This culture of empowerment fostered a collaborative and innovative environment where everyone was committed to delivering exceptional service. Looking back, this experience has shaped who I am today, both personally and professionally. It taught me the importance of trust, autonomy, and creativity in the workplace. It showed me that when employees feel valued and empowered, they become passionate advocates for the company, driving success from within. Do you have any past experiences that has shaped who you are today?

🌟 National Customer Service Week: Celebrating Those Who Go Above & Beyond! 🌟 This year’s theme is all about going "Above and Beyond" – something contact centre employees do every single day, whether it's calming a frustrated customer, offering extra support, or turning a challenging moment into a positive experience. At Sudale Search, we know that recognition matters. It's not just about saying "thank you" but creating a culture where employees feel valued and appreciated for the incredible work they do. Here are a few meaningful ways to celebrate the heroes of customer service: ✨ Duvet Days – A surprise day off to recharge and relax after a busy week of stellar performance. ✨ Personalised Thank You Notes – A simple, heartfelt email from leadership highlighting a job well done can go a long way in boosting morale. ✨ Shout Outs in Team Meetings – Weekly wash-ups where team members are recognised for going above and beyond. Peer recognition is powerful! ✨ Spotlight Stories – Create a bulletin board or digital space to share stories of extraordinary customer service moments. It reminds everyone of the impact they make. ✨ Feedback Sessions – Create a space where managers provide positive, detailed feedback, acknowledging specific actions that made a difference. Knowing your hard work is seen can be hugely motivating! As we celebrate #NationalCustomerServiceWeek, let’s take a moment to truly appreciate the dedication, empathy, and care that contact centre professionals pour into their work. Their efforts ensure that every customer feels heard, valued, and supported – the heart of any great business. Here’s to everyone who goes above and beyond, making a real difference. 🌟👏 #CustomerServiceExcellence #RecognitionMatters #AboveAndBeyond #ContactCentreLeadership

Following on from yesterday’s post about my amazing experience at ALT Pasta Bar over the weekend, it got me thinking about what truly drives great customer service. More often than not, it starts with the team culture behind the scenes. When employees are happy and feel valued, they naturally bring that positivity into their work. A strong, positive team culture isn’t just beneficial internally—it shows up in the way customers are treated. Happy employees are more motivated to go the extra mile and create positive experiences, just like the one I had. Great customer service isn’t a standalone effort; it’s a reflection of a workplace where employees feel empowered and motivated to deliver their best every day. How have you seen team culture affect customer service in your own experience? #TeamCulture #CustomerService #EmployeeEngagement

Customer Service Week is coming up on Oct 7-12. Are you ready for it? This year’s Above and Beyond theme is your chance to show your team their hard work counts. Celebrating their efforts boosts morale and ensures they feel seen and valued. When you take the lead in recognizing your team, you model the very behavior you want to inspire—going above and beyond. It’s not just about appreciation, it’s about setting the standard for what excellence looks like. Here are 5 easy ideas to get you started: Wellness Breaks: Offer short, guided wellness activities. Customer Appreciation Board: Seek out and share positive customer feedback with the team. Leadership Thank-You Notes: Have leaders write personalized, handwritten notes to team members, acknowledging a specific instance when they demonstrated exceptional effort or went beyond their regular duties for a customer or staff member. Recognition Wall: A virtual or physical space where employees can share shout-outs of appreciation to each other. Peer Recognition Awards: Let team members nominate each other for fun, personalized awards. #customerserviceweek #teamappreciation #celebrate #suttleshift

CX Day (October 1st) is just around the corner, and it’s a fantastic opportunity that often gets overlooked. Instead of letting it pass by like any other day, let’s take a moment to truly celebrate! 🚫 This sentiment carries over to Customer Service Week that follows. 🎈 These occasions are a wonderful chance to recognize and appreciate our employees, agents, and clients. It reminds me of celebrating anniversaries—those special moments when we take time to honor the relationships that enrich our lives. While we should express gratitude every day, these events invite us to pause, reflect, and engage in meaningful actions that highlight our appreciation. ### Thoughtful Reminders: ⭐️ Begin your planning now to maximize the experience. ⭐️ Create moments that leave a lasting impression. ⭐️ Foster a culture of appreciation that continues throughout the year. With my background in guiding CX initiatives across a variety of organizations, I’m excited to help you achieve great results while streamlining your efforts. Let’s make this celebration memorable together! #CXDay #CustomerServiceWeek #EmployeeAppreciation #CustomerExperience #Gratitude #Celebration #Leadership #Teamwork #BusinessGrowth #CompanyCulture.

🎉 Happy Customer Service Week! 🎉 This postcard is a reminder for me that Customer Service Week is not just about celebration; it's about recognizing efforts that drive success. I am incredibly proud of my team and the exceptional results they achieve each year. Watching their growth is the greatest motivation I could ever imagine. So, how can we, customer service leaders, use this week to boost team morale and spirit? Here are some ways to celebrate: 🌟 Internal and External Recognition: Create a plan to highlight both individual and team achievements. Celebrate these milestones internally with awards or certificates, and promote successes externally, such as on social media, to display your team's commitment and dedication. 💡Motivational Day: Share your vision and strategy for customer service as a leader. Engage with your team and encourage their participation. This can rekindle passion and align efforts with long-term goals, fostering innovation and inspiration. ☕ Coffee Day: Simple gestures, like organizing a Coffee Day, can have a significant impact. It’s an opportunity to connect and recognize each team member's dedication in a relaxed setting. Whether hosting a virtual coffee meetup, bringing coffee to the office, or providing snacks, these small acts of appreciation are meaningful. 🙏 Kudos Day: Set aside a day to show appreciation for both customers and team members. Send thank-you notes to loyal customers and encourage employees to exchange kudos with one another. 🤝 Team Building Day: Boost collaboration and build mutual respect with fun activities like virtual escape rooms, charity events, or creative workshops. A united team isn't just more resilient—it's ready to tackle any challenge together! So happy celebration to everyone engaged in Customer Service! P.S. We celebrate by engaging in online team-building activities, discussing our goals and vision, and acknowledging each other's achievements. 💫 How are you celebrating? #CustomerServiceWeek #TeamAppreciation #TeamCelebrations #WorkplaceCulture

Food for thought…you constantly hear of companies saying employees and customers are no longer loyal. It’s true, they’re not and why should they be?! A culture of providing “new” customer discounts and “new” hire bonuses without offering any rewards and incentives to existing customers/employees has been created. People no longer feel the cost is worth the value in tight markets and economies, especially when loyalty is no longer valued! Rather, they should be reflecting on the 14 points of Quality.

Workplace culture centered on appreciation is crucial! Whether it's your dedicated team or clients, consistent recognition and appreciation ensure they always feel valued. Uncover proven strategies that infuse daily recognition, foster innovation and motivation, and build customer loyalty. Click the #WCAtech article to learn how these strategies can motivate teams and win customers' hearts. #cultureofappreciation #employeerecognition #customerappreciation

A "Culture Of Appreciation" Improves Work And Customer Loyalty The desire to feel valued, recognized and appreciated is universal in Western culture, not only in our personal lives but also in the workplace. According to Great Place To Work’s 2023 discretionary effort study, 37% of respondents said that more recognition at work “would encourage them to produce better work more often.” Additionally, employees who feel consistently recognized are 2.2X more likely to innovate and bring up new ideas and 2X more likely to say people at work go above and beyond. Working harder, smarter and happier – that’s a significant ROI. Similarly, customer appreciation drives loyalty, engagement and company growth. A Forrester survey of 85,000 consumers found that the top three emotions that “inspire or discourage loyalty” among people are to feel valued, appreciated and respected. Appreciation isn’t a one-and-done event. We can all agree that appreciation is important, but how you show it matters. (Sorry, but your annual Christmas party or Facebook customer appreciation post doesn’t cover it.) To reap the benefits of appreciation in your organization, you must weave it into company culture. https://hubs.la/Q02ngq6J0

Celebrating Customer Service Week: Turning Challenges into Triumphs Customer Service Week 2024 was unlike anything my team had experienced before — no precedents, limited resources, and initially, low morale. But as a community manager and team leader, I saw this as an opportunity to uplift and reconnect my team through recognition and fun. With a clear plan in mind, I pitched the idea to our General Manager and secured support for gifts and incentives to reward high performers. Next, I collaborated with our in-house photographer and videographer, persuading them to capture the essence of the celebration through photos and videos — ensuring the memories live on. Planning and executing the event required meticulous coordination, from engaging activities to managing logistics. But with teamwork and attention to detail, the day ran smoothly, and the energy in the room was unmatched. This experience reinforced for me the power of leadership in action: with the right motivation, strategy, and communication, any challenge can be turned into a success. I'm incredibly proud of what we achieved together as a team. Here’s to more wins and a continued commitment to customer excellence! 🎉 #CustomerServiceWeek2024 #Leadership #Teamwork #CommunityManagement