Celebrating Customer Service Week - Dwellworks Top Tips for Sustaining Customer Service Excellence

Customer Service Week (October 6 – 10, 2025) is an excellent opportunity for businesses to remind themselves of the priority importance of customers and clients and to honor and recognize those in and affiliated with their organization who deliver on the customer service commitment every day. The 2025 Customer Service Week theme is “Mission Possible” and that message accurately captures the approach to customer service excellence at Dwellworks. It’s a mission that requires talent, focus, consistency, action, and continuous improvement; and it all starts with recruiting, nurturing, and recognizing professionals who prioritize the customer service experience. 

A History of Customer Service Excellence 

Dwellworks is the world’s largest provider of accommodations and destination related support services for workforce mobility and global business travel. We support over 20,000 destination services customers and manage over 10,000 bookings into furnished apartments and temporary living accommodations annually. Our clients include relocation management companies, a majority of the Fortune 1000 list, and multiple emerging and growing businesses.  

Within our Destination Services business, we consistently earn real-time customer service feedback scores of 98.8% customer satisfaction from our service process pulse checks, and for three years in a row Dwellworks has earned both the highest average customer service scores and the highest scores in net customer satisfaction in the annual Nationwide Relocating Employee Survey© report from Trippel Survey & Research. 

How have we built a culture of sustained customer service excellence at scale?  We asked three of our global leaders, Andrew Horvath, Managing Director, Americas; Suzanne King, Senior Director, Operational Excellence and Supply Chain; and Eve Avadenka, Director, Destination Services and leader, Dwellworks Connection Committee to share their perspectives.  

Customer Service Success Depends on People, Process, and Partnership

Suzanne King leads Dwellworks operational excellence initiatives for destination services and, with her team, manages our global destination services consultant network of 2,500 local experts committed to supporting individuals and families moving to new destinations in 16 countries and thousands of cities. She’s responsible for providing a framework of resources, technology tools, and operational structure so that the local Consultants who connect with customers every day and are the face of our customer experience are not burdened with administrative process.  

“We look for diverse skills in our Consultants because they will be supporting people who come from diverse backgrounds and organizations and have a very wide range of needs, expectations, and concerns. Customer service in destination services, and relocation management in general, calls for high performing emotional intelligence.” Suzanne noted that high performance Consultants are those who read each service situation well and can pivot between multiple transactional needs such as finding a home, explaining local leasing customs, and organizing area orientation sessions, while also listening to individual needs and filling in any knowledge gaps with expert advice and assurance, accumulated through hundreds of service engagements over time. At Dwellworks, this personal service experience happens in an environment of structured support, systemic reminders, and automated updates and reporting that simplify and streamline the Consultant’s availability to the transferring employee.

Eve Avadenka led service delivery teams at Dwellworks and our legacy destination services operations for over a decade and prior to that role was a Destination Services Consultant in the metro Detroit area. She talked about the 1-to-1 relationship Consultants build with the transferring employee and how they earn trust by both responding to and anticipating questions.  “People who are relocating are excited, but they’re also stressed. They have a lot to manage, and they are not experts in the process or in the locations they are moving to. They have a full range of concerns and human needs, but the most frequently asked question is a practical one: ‘how will I find a place to live?’ Our answer is that we have never had a customer who ended up without a home. We provide reassurance and a touchstone of expertise, guiding customers through the process at their pace, whether this is their first move or their tenth.” 

Eve’s comments point to the fact that employees in the midst of relocation often do a lot of preliminary online research, amplified now by AI, but are not experts in local housing, schools, neighborhoods, and commute options. The more complex the move, the more they need to know they can rely on expert support. They need help filtering information, organizing a sequence of events that aligns with their work assignment and personal timing, and checking off their own personal list of priorities, all within the context of the benefits and services they have been authorized for. As Eve noted, “We hire Consultants for the ability to own outcomes, and we provide the resources to them to learn the tasks and tactical requirements of the job.” 

As Managing Director, Americas for Dwellworks, Andy Horvath is responsible for ensuring our performance meets our clients’ expectations, and no expectation is greater or more scrutinized than customer service satisfaction. “We have a great team, outstanding Consultants and service partners, and also an infrastructure that allows us to scale, pivot, and respond to fast evolving customer and client expectations. Responsiveness, empathy, and respect for the customer’s unique needs will never change, but we also need to be sure our way of working and the resources we provide to customers and service partners meet new expectations.” 

Dwellworks customers can get answers to frequently asked questions with the help of our AI assistant Dwellton and the depth of the myDwellworks content platform. These customer queries are visible to our Consultants, so they can step in to expand on a response to a query or provide an answer to a specific, personal need that does not pop up in an AI search. 

Andy further commented that “Customer service is all about staying focused on the outcome and evolving the process and tools to meet that goal.” And Suzanne King added that the skill sets we recruit for now include a high level of comfort and competency with technology. “We have to meet the customer where they are; and we fully expect that to be online, in virtual meetings, or through quick text updates, while also providing in person experiences when that’s the best service method.”  

Finally, clients want to know that service is monitored and evaluated, with a process both for sharing best practices and correcting less than ideal outcomes. Providing this assurance that good customer service is not a random event based solely on individual talent, but something to be planned for, supported, and positively managed, is an essential component of meeting a Customer Service mission. High performers value constructive feedback. They want to learn, and we want them to succeed. Together we have built a culture of shared accountability grounded in our core values of integrity, teamwork, performance, innovation and fun. 

How to Build a Sustainable Culture of Customer Service Excellence 

There are often magical moments in the customer service experience – when an employee tells us they could not have moved without our help or that we got them through a challenging registration requirement so they could get paid and receive benefits or that our timely coordination made it possible to move in before the start of school or the holiday season.  We’re grateful for the feedback, and we know it’s possible both because of the innate talents of our Consultants and team and a purpose-built structure that allows us to support and scale service for thousands of customers every year.

Here’s a summary of the core investments and commitments that Dwellworks makes to sustain award winning customer service year after year.

10 Keys to a Thriving Customer Service Culture

For Our Consultants:

• Recruit for talents such as empathy, patience, resilience, and high EQ
• Respect and respond to the needs of every customer
• Own the outcome – find answers and options and earn customer trust
• Be available, flexible, and proactive 
• Learn constantly, identify new resources, and develop new skills 

For Our Service Delivery Operators:

• Embed core values into daily operations
• Develop a service-focused infrastructure and mindset
• Build systems that provide efficiency to enable focus on service
• Provide national coverage and consistency
• Celebrate success; own and improve on mistakes

For more information about Dwellworks unique, award-winning approach to talent mobility management, contact andria.lamantia@dwellworks.com.

About Dwellworks:

Dwellworks is the world’s largest provider of destination-related services and temporary living solutions for the globally mobile workforce and business travelers. We provide business-to-business solutions for Fortune 1000 and emerging companies directly and through their relocation management partners. Whether a company needs to relocate its employees across the country or around the world, we provide a range of support services to help employees and their families transition successfully from their home location to a new destination.

Dwellworks supports the diversity of our clients’ globally mobile workforce with personalized destination solutions in 16 countries, covering hundreds of major relocation markets. Dwellworks Living, our global furnished temporary living solution, offers corporate housing accommodations for relocation and business travel customers in 125 countries. Our full-service real estate brokerage, Station Cities, supports home rentals, sales, and purchases in the Tri-State New York area and Chicago. Visit our homepage, learn about our services, and read our blogs to learn how we can help with your relocation and business travel needs.