PHOENIX – October 20, 2026 -- EcoShield Pest Solutions held its first Customer Service Appreciation Week, a program shaped by a cross-functional committee and extended to in-office, remote and overseas agents.
Training manager Kristen Elmore recruits committee to design the week
Kristen Elmore, Training Manager of Customer Experience, started the planning and brought together a committee representing different areas of customer experience. Team members contributed ideas to shape the program. "It needs to have a voice from everyone," Elmore said.
Program spans music, quizzes and gifts across locations
The week included shared music, interactive chats, quizzes, themed activities, recognition messages and appreciation gifts. Activities were designed to include both in-office and remote agents, including overseas colleagues.
Staff from local offices and other departments also shared appreciation. Conversations that typically centered on scheduling or customer needs made room for encouragement and getting to know one another.
Customer care managers link team connection to performance
Heathyre Watts, a supervisor of customer care, said she monitors the data and numbers, but that those results are influenced through connection with the team. Lizzy Bradley, Manager of the Customer Care Center, said the message to staff was that the company sees their work and knows the job is not easy.
Jim Long, Manager of the Customer Care Center, praised the sustained engagement throughout the week and the effort to include overseas teammates. The shared activities also gave quieter team members, whose contributions can be easy to overlook, a way to participate.
The agents' daily work includes resolving pest issues, answering billing questions and coordinating with local branches to find solutions.