1. TOWNS OF EXCELLENCE CUSTOMER SERVICE “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 Brenda Farrell MD T: 087 6837922 Cyril Dunworth Project Co-ordinator T: 087 2056714 W: www.townsofexcellence.com E: info@townsofexcellence.com COPYRIGHT TOWNS OF EXCELLENCE LTD 2011
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3. Over 63% of consumers will spend more, even in times of recession, when they receive good customer service.
6. Staff relations.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". COPYRIGHT TOWNS OF EXCELLENCE LTD 2011
16. Allows independent businesses to demonstrate professionalism and commitment to their business e.g. Q Mark/ISO etc.COPYRIGHT TOWNS OF EXCELLENCE LTD 2011
22. AccessGeneral Impression (10 Marks). “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. COPYRIGHT TOWNS OF EXCELLENCE LTD 2011
23. TOWNS INVITED TO NATIONAL CONFERENCE JULY 11... Mallow Athlone Longford Carlow Newbridge Killarney Castlebar Sligo Dundalk “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. COPYRIGHT TOWNS OF EXCELLENCE LTD 2011
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25. Additional cost to source training to appropriate levelYr 2 and subsequent years: €125 each year thereafter. COPYRIGHT TOWNS OF EXCELLENCE LTD 2011
30. Online (ongoing)Create a community “buzz” in Carlow to improve trade figures Strong marketing and brand message for Carlow town “Think towns…think Towns of Excellence” National and international recognition for Carlow as an excellent town to visit, shop, eat, drink and a great place to live, work and do business Customise content for Carlow on any additional piece for inclusion e.g. profile piece on Carlow town. COPYRIGHT TOWNS OF EXCELLENCE LTD 2011
32. 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 COPYRIGHT TOWNS OF EXCELLENCE LTD 2011
33. HOW TO GET ONBOARD... ONLINE Go to www.townsofexcellence.com Click on “Invest in Excellence” tab Choose from either option: PREMIUM PACKAGE €195 (including online training) or STANDARD PACKAGE €150 (no training included) IN PERSON Sign up tonight – Paul Expression of Interest/appointment – Cyril Assistance in registering by appointment – Brenda (Seven Oaks next Wednesday from 10am). COPYRIGHT TOWNS OF EXCELLENCE LTD 2011
34. RESULTS OF: CUSTOMER SERVICE SURVEY MYSTERY VISIT CARLOW TOWN APRIL 2011 COPYRIGHT TOWNS OF EXCELLENCE LTD 2011
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36. 54% of people said businesses not doing enough to keep consumers coming back
37. 82% of people feel that improved levels of CS would entice them to spend more
38. 78% of people would not return to business where they had received bad CS
39. 65% of people feel that Customer Service is average–good...room to improve to excellent!
40. 42% of people feel that Customer Service was good pre-downturn
41. 53% of people believe that CS has disimproved since the downturn
42. 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.COPYRIGHT TOWNS OF EXCELLENCE LTD 2011
43. MYSTERY SHOP RESULTS CARLOW APRIL 2011 CLOTHING OUTLET POSITIVE: Excellent access and parking facilities NEGATIVE: Decor is worn and untidy layout of stock 2. HOTEL POSITIVE: Extremely helpful and friendly staff NEGATIVE: Food was very disappointing, had to return food on two occasions. ACCOUNTANCY PRACTICE POSITIVE: Telephone call answered quickly and very friendly NEGATIVE: Unable to give information on other support services for businesses in Carlow HAIRDRESSERS POSITIVE: Very friendly staff and clearly interested in their job NEGATIVE: Although they promote online booking for appointments it took 2.5 days to get a reply to email CONVENIENCE STORE POSITIVE: Very clean, good range of items and staff were very efficient and friendly whilst dealing with a busy shop NEGATIVE: 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. COPYRIGHT TOWNS OF EXCELLENCE LTD 2011
46. Contact Cyril @ 087 205 6714 Brenda @ 087 6837 922 info@townsofexcellence.com COPYRIGHT TOWNS OF EXCELLENCE LTD 2011
47. We look forward to partnering with you in promoting Carlow as a “Town of Excellence in Customer Service” Join us on www.facebook.com/townsofexcellence www.twitter.com/townsofexcell Any questions? COPYRIGHT TOWNS OF EXCELLENCE LTD 2011
Editor's Notes
Thank you to Carlow Chamber, Carlow County Enterprise Board and Carlow Town Council for assisting us in the promotion of this initiative.
Retail sales are down 3% year-on-year in the first quarter of this year, as announced yesterday by Retail Excellence Ireland (REI) Economic growth forecasts for 2011 moving downward as the months pass
Must say a very sincere thank you to Institute of Technology in Carlow for their assistance in carrying out our Customer Service Survey...I phoned the IT and Rita Byrne (Service Marketing Lecture) was extremely helpful in organising her students and a special thank you to Siobhan Byrne a student in IT Carlow who carried out the survey for us.
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