Customer Service Excellence

nice_pic

About the Program

Reward the best and brightest customer service stars in your business! Managed in cooperation with the Las Vegas Convention and Visitors Authority, Customer Service Excellence is a FREE turnkey program designed to encourage “above and beyond” service in Las Vegas and inspire extraordinary customer care throughout Southern Nevada.

It is the only Valley-wide program of its kind and plays a vital role in promoting a strong and positive service attitude, especially among front-line employees. In 2016, more than 6,000 individuals representing 550 local businesses were recognized for their dedication to excellent customer care.

Participation in the program is easy. Anyone can nominate – customers, co-workers, supervisors and others. On their first nomination, nominees are invited to a recognition ceremony featuring live entertainment, a photo opportunity with local dignitaries, a commemorative pin and certificate, and prize drawings. Customer Service Excellence can be used as an employee recognition program, or in addition to an existing one.

The program is easy to implement and fun to encourage. Give your company additional publicity for its commitment to exceptional service and enroll today! To get more information on the program or to enroll, contact Events at cse@lvchamber.com or 702.641.5822.

Nominate Someone!

There are several easy ways to nominate an individual for providing great service:

  • Send in a nomination card (postage paid)
  • Scan in the special QR code to nominate from your smart phone
  • Fax, email or mail in commendation letters, comment cards, notes, and customer recognition to the Chamber
  • Download the employee tracking sheet and submit by the deadline each quarter.
  • Submit the online nomination form below:

Nominator Information:

Sponsors

  • Calendar

    Nomination Deadlines:

    Quarter 1: January 8, 2018
    Quarter 2: March 30, 2018
    Quarter 3: June 29, 2018
    Quarter 4: September 28, 2018

    Quarterly Events:

    Quarter 1: March 1, 2018
    Quarter 2: May 9, 2018
    Quarter 3: TBD
    Quarter 4: TBD

    Annual Luncheon:

    TBD, Early December 2018

  • Achievement Levels

    During a program year, all nominations are tracked. Each nominee is invited to attend the annual Customer Service Excellence Luncheon. Special recognition is given to those nominees that are recognized multiple times over the course of the program year:

    3-5 Nominations Bronze Certificate
    6-10 Nominations Silver Certificate
    11+ Nominations Gold Certificate

    Five Star and Person of the Year Awards

     

    Each quarter, the Customer Service Excellence Committee selects one individual that has truly gone above and beyond in his or her efforts to provide exemplary customer service, and awards that individual the Five Star Award. These individuals receive extra recognition at the quarterly ceremonies and special recognition at the annual luncheon.

    2018 Quarter 1 – 5 Star Winner

    Jenny Delacruz, Nordstrom Fashion Show

    The 2018 Quarter 1 Customer Service Excellence 5 Star Winner is Jenny Delacruz of Nordstrom Fashion Show. The Customer Service Excellence Committee was impressed by Jenny’s dedication to customer service and her willingness to make a difference. Following is Jenny’s outstanding nomination letter:

     

    “The week of Christmas, my co-worker received a gift that I thought would be PERFECT for my dad. And anyone who has a superhero for a father knows that nothing will stand in the way of finding the perfect Christmas gift for him. Well, I found out that the perfect gift was purchased at Nordstrom, and became laser-focused on purchasing it before flying home for the holidays a few days later. I searched the store website, and the store itself with no luck locating the gift. So, I decided to do what any other crazy person would do — I would venture back to Nordstrom two days before Christmas as a last-ditch effort to find it.

     

    When I entered the store, the panic must have been visible on my face, because Jenny approached me with a friendly demeanor and offered to help with my search. Based on my description of the gift, she informed me that the item I was looking for was probably only offered during the holidays and was not a part of Nordstrom’s usual inventory… meaning she had no way of knowing for sure how many items (if any) were actually in stock. Knowing that she still combed through the computer inventory to find the item, the back-of-house inventory, and the displays in her department. Most associates would have called it quits after that, but not Jenny. She spent the next 45 minutes searching every display on the three, yes three, levels of the store.

     

    After our extensive search failed, she asked if I could reach out to my co-worker who received the gift to check the item number. While we waited for my co-worker to text back, Jenny asked my where I was flying home to for the holidays. After learning that I was heading back to Hawai’i, she excitedly asked if I was from O’ahu because they have a Nordstrom store there. As soon as I said, “yes,” she quickly called the Nordstrom store on O’ahu and described the item to the associate. While on the phone, we received the item number from my co-worker, and Jenny was able to locate the item in the Hawai’i store inventory. She assisted me and the Hawai’i associates with purchasing the item over the phone and even worked out logistics with the Hawai’i store to figure out if shipping or picking up the item would ensure it would make it to my dad in time for Christmas.

     

    With the item officially purchased, and a pick-up time set, Jenny then assisted me with a copy of my receipt. To avoid any concern or confusion, Jenny personally texted me the next day with a copy of my receipt along with a recap of pick-up instructions that even included what register to go to in the Hawai’i store. When I arrived at the store in Hawai’i to pick-up my gift, the associates were anticipating my arrival with the gift in hand, and bonus, they even wrapped the gift for me!

     

    I can’t thank Jenny enough for her efforts! During the busiest time of the year, she welcomed the opportunity to provide the highest level of kindness and customer service. Because of this experience, I will continue to be a loyal Nordstrom customer and look forward to my next shopping trip to that store. Jenny truly went above and beyond that day, and is completely deserving of the Customer Service Excellence 5 Star Award. Good luck Jenny!”

     

    Congratulations to Jenny Delacruz for her outstanding customer service!

     

    At the annual luncheon, a Customer Service Excellence Person of the Year is selected from the Five Star Award winners of that year. That person receives special prizes and podium recognition at the luncheon.

    2017 Person of the Year:

    cse-person-of-the-year

    Kelly Tieman, Luxor Hotel and Casino

     

    The Customer Service Excellence Person of the Year is Kelly Tieman of the Luxor Hotel and Casino. Here is a small portion of the many nomination letters she received: “Kelly works for our concierge team, and she was presented with an email from a guest asking if there was anything special that could be done for her husband and twin boys that would be staying at Luxor for a couple of days. After collecting the supplies, she needed, Kelly created a memory that would last with the twin boys. With assistance from the front desk to ensure their room was pre-blocked as well as housekeeping to borrow some linen for the idea. Upon their arrival to the hotel and their guest room, the twin boys and father were greeted with an elaborate sheet/ pillow fort that Kelly created. The boys were so excited, and the father was so appreciative. Kelly continues to go above and beyond in the name of excellent customer service on the daily, and we are so happy to have her on our Luxor team.”

     

    Congratulations to Kelly Tieman for her outstanding customer service!

     

Honorees

Check out these past nominees and the proud companies they represent. Thank you for providing excellent customer service on a daily basis and making Las Vegas a great place to live, work, and visit!