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 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...
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
Focusing on CUSTOMER SERVICE gives improved:
• Profitability (no matter what pricing model)
• Brand reputation
• Staff relations.
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Herb Kelleher of South West Airlines "We tell our people to worry about service, not profitability. Profit is a by-product of good customer service".
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 used 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 INVITED TO NATIONAL CONFERENCE JULY 11...
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/blended 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 FETAC 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)• National 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. Customise content for Carlow 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 3 months!!!
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 from unsatisfied customers
HOW TO GET ONBOARD...
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:
• 94% of people prefer to do business locally...great news and highest figure we have seen to date!
• 54% of people said businesses not doing enough to keep consumers coming back
• 82% of people feel that improved levels of CS would entice them to spend more
• 78% of people would not return to business where they had received bad CS
• 65% of people feel that Customer Service is average–good...room to improve to excellent!
• 42% of people feel that Customer Service was good pre-downturn
• 53% of people believe that CS has disimproved since the downturn
• Generally over 55% of people surveyed 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 APRIL 20111. CLOTHING OUTLETPOSITIVE: Excellent access and parking facilitiesNEGATIVE: Decor is worn and untidy layout of stock
2. HOTELPOSITIVE: Extremely helpful and friendly staffNEGATIVE: Food was very disappointing, had to return food on two occasions.
3. ACCOUNTANCY PRACTICEPOSITIVE: Telephone call answered quickly and very friendlyNEGATIVE: Unable to give information on other support services for businesses in Carlow
4. HAIRDRESSERSPOSITIVE: Very friendly staff and clearly interested in their jobNEGATIVE: Although they promote online booking for appointments it took 2.5 days to get a reply to email
5. CONVENIENCE STOREPOSITIVE: Very clean, good range of items and staff were very efficient and friendly whilst dealing with a busy shopNEGATIVE: Poor access for volume of customers and wheelchair/buggy access and aisle width very narrow inside
OVERALL: Lovely day spent in Carlow but improvements needed to appearance of empty/derelict premises and cross promotion of shopping/visitor areas.
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FOLLOW UP IN CARLOW...
• 6th May for participation in Brand Champion piece in May and 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
Any questions?
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