National Customer Service Week – Message From the President

Welcome to the ICSA’s National Customer Service Week!  I wanted to take this occasion to wish Customer Service Professionals around the world all the best on this very special week!

I also thought you might find it very interesting to learn the origins of this week.  So, from the archives of the ICSA, here is the history of National Customer Service Week!

Best Regards,
Bill Gessert

 

The History of National Customer Service Week

National Customer Service Week was established by the International Customer Service Association (ICSA) in 1984 and proclaimed a national event by the U.S. Congress in 1992. National Customer Service Week is celebrated annually during the first full week of October, with this year’s festivities taking place October 4-8.

In 1992, Former U.S. Senators Robert Dole and Nancy Kassebaum, along with U.S. Representatives Dan Glickman and Pat Roberts, championed this dynamic legislation on Capitol Hill resulting in the U.S. Congress proclaiming the first full week of October as National Customer Service Week. The proclamation was the culmination of two years of persistent work and effort by ICSA members who, through letters and phone calls, contacted their congressmen urging support of National Customer Service Week.

According to John Kressaty, ICSA Past President, National Customer Service Week activities have far-reaching effects in October and throughout the year. “There are two main purposes of National Customer Service Week, says Kressaty.  “It lets you recognize the job that your customer service professionals do 52 weeks a year. The other purpose is to get the message across a wide range of business, government and industry that customer service is very important along with bottom line profit in running a business,” explains Kressaty.

 

A Presidential Proclamation

In a thriving free enterprise system such as ours, which provides consumers with a wide range of goods and services from which to choose, the most successful businesses are those that display a strong commitment to customer satisfaction. Today foreign competition as well as consumer demands are requiring greater corporate efficiency and productivity. If the United States is to remain a leader in the changing global economy, highest quality customer service must be a personal goal of every employee in business and industry.

A business built on customer service understands and anticipates the customer’s needs. It designs goods and services to meet those needs and builds products that perform to customer expectations. It then packages them carefully, labels them correctly, sells them at a fair price, delivers them as scheduled, and follows up, as necessary, to satisfy the customer. This kind of commitment to service leads to customer loyalty and to genuine improvements at the bottom line.

A business will do a better job of providing high quality goods and services by listening to its employees and by empowering them with opportunities to make a difference. Customer service professionals work in the front lines where a firm meets its customers; where supply meets demand. With responsive policies and procedures and with simple courtesy, customer service professionals can go a long way toward ensuring customer satisfaction and eliciting the next round of orders and purchases.

The Congress, by Senate Joint Resolution 166, has designated the week of October 4 through October 10, 1992, as “National Customer Service Week” and requested the President to issue a proclamation in observance of this week.

NOW, THEREFORE, I, GEORGE BUSH, President of the United States of America, do hereby proclaim the week of October 4 through October 10, 1992, and the first week of October in subsequent years, as National Customer Service Week. I invite all Americans to observe this week with appropriate programs and activities.

IN WITNESS WHEREOF, I have hereunto set my hand this eighth day of October, in the year of our Lord nineteen hundred and ninety-two, and of the Independence of the United States of America the two hundred and seventeenth.

George H. Bush

 

 

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