Final presentation to carlow town 27 4 11
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TOWNS OF EXCELLENCE CUSTOMER SERVICE Cyril Dunworth Project Co-ordinator T: 087 2056714 W: www.townsofexcellence.com E: [email protected] COPYRIGHT TOWNS OF EXCELLENCE LTD 2011 “Towns of Excellence...in Customer Service” is an exciting opportunity for every business and every town in Ireland to participate in an initiative that puts the customer centre stage. Ireland Inc needs to put a strong focus back on customer service as excellent customer service drives profits. Participating businesses and towns will gain substantial benefits from the recognition and rewards aspect of this initiative which will be a valuable tool in marketing their offering. Indeed as a campaign that encourages team work and camaraderie within towns it is also a wonderful spirit-lifting and motivational tool that is bound to add to a more positive and successful economy. I am delighted to support it.” Senator Feargal Quinn
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Transcript of Final presentation to carlow town 27 4 11
TOWNS OF EXCELLENCE CUSTOMER SERVICE
Brenda Farrell MD T: 087 6837922Cyril Dunworth Project Co-ordinator T: 087 2056714
W: www.townsofexcellence.comE: [email protected]
COPYRIGHT TOWNS OF EXCELLENCE LTD 2011
“Towns of Excellence...in Customer Service” is an exciting opportunity for every business and every town in Ireland to participate in an initiative that puts the customer centre stage. Ireland Inc needs to put a strong focus back on customer service as excellent customer service drives profits.
Participating businesses and towns will gain substantial benefits from the recognition and rewards aspect of this initiative which will be a valuable tool in marketing their offering.
Indeed as a campaign that encourages team work and camaraderie within towns it is also a wonderful spirit-lifting and motivational tool that is bound to add to a more positive and successful economy. I am delighted to support it.” Senator Feargal Quinn
SOLUTIONS...
• Retail sales are down 3% year-on-year in the first quarter of this year, according to Retail Excellence Ireland (REI).
• Economic growth forecasts for 2011 moving downward as the months pass.
We know the bad news that we can’t control so what's the good news that we can control?
• Delighted customers will spend 10% more on same product where service is good• Over 63% of consumers will spend more, even in times of recession, when they
receive good customer service.• Improved Customer Service gives you a clear competitive advance
Common denominator is CUSTOMER SERVICE!
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CUSTOMER SERVICE FACTS...
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•FACT: Disgruntled customers will not tell you, but they will tell 20 others
•FACT: 91% of customers will not return to the scene of the crime!
•Some FACTS from survey on customer service in Carlow revealed anon!
CUSTOMER SERVICE IN 2011...
• All the things you normally associate with CS and beyond...
• Customer Focus
• Customer Contact Skills
• Quality Service, Policy and Practice
• Dealing with Difference
• Consumer Legislation.
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WHAT IS “TOWNS OF EXCELLENCE”...
• Service for every business in every town seeking to become or sustain themselves as a “Town of Excellence in Customer Service”
• Awards system (akin to Tidy Towns) to gain profile for individual business, towns and countries
• Recognition for towns whose businesses strive for excellence
• Allows independent businesses to demonstrate professionalism and commitment to their business e.g. Q Mark/ISO etc.
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ASSESSMENT...
1. Mystery Visit (50 Marks)• Staff • Business
2. Staff Training (25 Marks)• Certified• Numbers• Frequency
3. Town (15 Marks)• Signage• Parking• Access
4. General Impression (10 Marks).
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“I have trialled the programme with some of my staff and they found it not only easy to use, but also educational and definitely of benefit to their working day. By extension my business is reaping the rewards with staff that are more conscious of proper customer service practices and happy customers that are on the receiving end!” Christina McGovern, Proprietor, The Estuary Pub, Swords.
TOWNS INVOLVED TO DATE...
1. Mallow2. Athlone3. Longford4. Carlow5. Newbridge6. Killarney7. Castlebar8. Sligo9. Dundalk
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“We are delighted to welcome Towns of Excellence to Mallow. Customer Service is something which we recognise the importance of and we have been working very hard on it over the last number of years through local competitions. This is a great opportunity for the businesses in Mallow to get some recognition for all of their hard work” Pat O Sullivan, Mallow Chamber.
“ Athlone Chamber, are delighted to support Towns of Excellence in Athlone as a very well worthwhile initiative which dovetails very well with a number of programmes which are planned for Athlone this year. Towns of Excellence are working with us and the businesses of Athlone to ensure that we reach the required numbers to participate in this exciting initiative” Siobhan Bigley, Athlone Chamber.
INVESTMENT...Yr 1 (2 Options):
1. PREMIUM PACKAGE €195 (ISME Skillnet/Govt Funding on training) to include:• Assessment• Skills training - an online training module in Customer Service which can be
completed anytime with lifetime access to content• FETAC Level 5 Certification on appropriate programmes• Additional €55/member of staff for full Certification
2. STANDARD PACKAGE €150 to include:• Assessment only• Additional cost to source training to appropriate level
Yr 2 and subsequent years:
A. €125 each year thereafter.
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BENEFITS/ROI €195 TAX DEDUCTABLE...
1. Individual business signage for participating Carlow businesses annually2. Road signage advertising Carlow as a “Town of Excellence in CS”3. Taking part in “Excellence in” competition with coveted winners list4. Use of logo on all promotions5. Online CS Training 6. FETAC Level 5 Certification7. Sustained local and national media campaign:
• National Press Partner (Brand Champion; National Conference; League Table; Sponsorship Campaign) • National PR coverage (1/mth)• Radio (1/mth)• Local Press (1/mth)• Online (ongoing)
8. Create a community “buzz” in Carlow to improve trade figures9. Strong marketing and brand message for Carlow town “Think towns…think Towns of Excellence”10. National and international recognition for Carlow as an excellent town to visit, shop, eat, drink and a great
place to live, work and do business11. Working with Chamber on any additional piece for inclusion e.g. profile piece on Carlow town.
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V
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1 business card size ad in local paper
1 less packet of biscuits or no newspaper each day for 4months!!!
25 hours of 1 staff member based on national minimum €7.65
2 hours with a solicitor if one of your staff members discriminates against a customer
Cost of negative comments with unsatisfied customers
HOW TO GET INVOLVED...
ONLINE
1. Go to www.townsofexcellence.com
2. Click on “Invest in Excellence” tab
3. Choose from either option:
A. PREMIUM PACKAGE €195 (including online training) or
B. STANDARD PACKAGE €150 (no training included)
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IN PERSON
1. Sign up tonight – Paul
2. Expression of Interest/Appointment – Cyril
3. Assistance in registering by appointment – Brenda (Seven Oaks next Wednesday from 10am).
RESULTS OF:
1. CUSTOMER SERVICE SURVEY2. MYSTERY VISIT
CARLOW TOWN APRIL 2011
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CUSTOMER SERVICE SURVEY CARLOW APRIL 2011KEY FINDINGS:
• 85% of people prefer to do business locally...great news!
• 60% of people said businesses not doing enough to keep consumers coming back
• 65% of people feel that improved levels of CS would entice them to spend more
• 70% of people would not return to business where they had received bad CS
• 35% of people feel that Customer Service is only average
• 45% of people feel that Customer Service is good... room to improve to excellent
• 40% of people believe that CS has disimproved since the downturn
• 55% of people believed issues such as dealing effectively with complaints/effective communication/discrimination/parking/after sales service/off script issues etc constituted good customer service.
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MYSTERY SHOP RESULTS CARLOW MARCH 20111. RESTAURANTPOSITIVE: Good access for wheelchairs/buggies NEGATIVE: Doorway restrictive for wheelchairs/buggies
2. SUPERMARKETPOSITIVE: Lady at deli counter was particularly friendly and interested in her workNEGATIVE: Toilet facilities were unpleasant and cleaning rota not being completed
3. WHOLESALE RSPOSITIVE: Telephone call answered quickly and query dealt with efficientlyNEGATIVE: Delay in email enquiry of 2 days
4. HAIRDRESSERSPOSITIVE: Very friendly meet and greet staffNEGATIVE: Staff talked consistently among themselves
5. BEAUTY SALONPOSITIVE: Extremely knowledgeable staffNEGATIVE: Decor looks shabby and worn
OVERALL: Pleasant day spent in Carlow but improvements needed in directional signage.
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FOLLOW UP IN CARLOW...
• 6th May closing date for participation in National Conference in July 11
• Update by Thursday 12th May and monthly thereafter
• Contact • Cyril @ 087 205 6714• Brenda @ 087 6837 922• [email protected]
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We look forward to partnering with you in promoting Carlow as a
“Town of Excellence in Customer Service”
Join us onwww.facebook.com/townsofexcellence
www.twitter.com/townsofexcell
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