By: Barbara Wright
The oDesk Customer Support Team was very busy during Customer Service Week, having tons of fun and honing their customer support skills, as they participated in the various activities, events and honors recognitions. Although our team keeps connected with meetings, Skype group chats and messaging, we wanted to continue our goals of team building and creating strong friendships in a fun, upbeat way.
We held various games and gave special awards to our best and brightest oDesk Customer Support Representatives. oDesk support representatives enjoyed the planned activities during downtime between Live Support chats, phone calls, and support tickets. Despite the festivities, we continued to provide the excellent customer service our users have grown accustomed to at oDesk.
On Monday, we held group scavenger hunt. Each team searched the oDesk site for various bits of oDesk trivia to complete the scavenger hunt form. On Tuesday, team members enjoyed filling out the oDesk 101 Crossword Puzzle in their leisure time. Wednesday brought our hilarious Name the Baby Contest. Thursday included an activity and an event. First, each support representative received the oDesk Word Jumble, to solve as a group with their respective team members. Then, we held a CSS All-Hands meeting, where oDesk management shared company goals and achievements, as well as CSS departmental goals and achievements, for the previous and current quarters with everyone.
Customer Service Week ended on Friday with “The Communication Game,” a group activity designed to help strengthen the communication and understanding skills of each support representative here at oDesk.
And, who doesn’t love a free T-shirt? As a lasting reminder of the fun we’ve had this week, each Customer Support Representative received a T-shirt with both the oDesk and CSS logos emblazoned on them. They also received a letter from our management team to thank each one of them personally for their hard work and dedication and for serving our oDesk members with patience, knowledge and empathy.
We would like to issue a special thank you to Suzanne Davis, who worked very hard to plan and create all of the week’s games and activities. She did a wonderful job, and is the major reason the week was so enjoyable and productive for everybody.
They are, as follows:
Newest Customer Service Representatives – Althea and Sol.
Newest Phone Representatives – Andy and Ferdinand (both were promoted internally!)
Customer Service Promotions to Level 2 CSR – May, Allan and Thea.
Longest-Serving Customer Support Representatives – Bernadette (since July 11, 2008) and Karissa (since July 15, 2008)
Longest-Serving Team Leaders – Alfa (July 11, 2008) and Michelle (December 18, 2006)
Highest Hours in Customer Service and Support (CSS) – Bernadette, with 4,526 hours.
Highest Hours at oDesk – Thea, with 7,938 hours.
Highest Customer Satisfaction for September 2010 – Barbara and Janice
Customer Service Week Game Winners included:
Scavenger Hunt Team Winner – Alfa’s Team, including Roselle, Karr, Janice, Rina, James and Boo.
Name the Baby Contest Winner – Yen, with nine out of 16 correct answers.
As you can see, we thoroughly enjoyed our first official celebration of Customer Service Week. But, it doesn’t have to stop there. Please let our Customer Support Representatives know how much you appreciate them the next time they assist you. They’ll appreciate the good feedback!
We want to continue to show our appreciation for those dedicated and empathetic customer support teams, by using the momentum of this past week to implement ongoing award programs, including Customer Support Representative of the Month. Customer Service Week was a huge success here at oDesk, and we can’t wait to celebrate it again next year!