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

3. Over 63% of consumers will spend more, even in times of recession, when they receive good customer service.

4. Improved Customer Service gives you a clear competitive advance Common denominator is CUSTOMER SERVICE! COPYRIGHT TOWNS OF EXCELLENCE LTD 2011

5. CUSTOMER SERVICE FACTS... COPYRIGHT TOWNS OF EXCELLENCE LTD 2011

7. Customer Contact Skills

8. Quality Service, Policy and Practice

9. Dealing with Difference

10. Consumer Legislation.COPYRIGHT TOWNS OF EXCELLENCE LTD 2011

12. Awards system (akin to Tidy Towns) to gain profile for individual business, towns and countries

13. Recognition for towns whose businesses strive for excellence

14. Allows independent businesses to demonstrate professionalism and commitment to their business e.g. Q Mark/ISO etc.COPYRIGHT TOWNS OF EXCELLENCE LTD 2011

17. Numbers

19. Parking

20. AccessGeneral Impression (10 Marks). “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. COPYRIGHT TOWNS OF EXCELLENCE LTD 2011

21. TOWNS INVOLVED TO DATE... 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

23. Additional cost to source training to appropriate levelYr 2 and subsequent years: €125 each year thereafter. COPYRIGHT TOWNS OF EXCELLENCE LTD 2011

25. National PR coverage (1/mth)

26. Radio (1/mth)

27. Local Press (1/mth)

28. 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 Working with Chamber on any additional piece for inclusion e.g. profile piece on Carlow town. COPYRIGHT TOWNS OF EXCELLENCE LTD 2011

29. V COPYRIGHT TOWNS OF EXCELLENCE LTD 2011

30. 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 COPYRIGHT TOWNS OF EXCELLENCE LTD 2011

31. HOW TO GET INVOLVED... 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

32. RESULTS OF: CUSTOMER SERVICE SURVEY MYSTERY VISIT CARLOW TOWN APRIL 2011 COPYRIGHT TOWNS OF EXCELLENCE LTD 2011

34. 60% of people said businesses not doing enough to keep consumers coming back

35. 65% of people feel that improved levels of CS would entice them to spend more

36. 70% of people would not return to business where they had received bad CS

37. 35% of people feel that Customer Service is only average

38. 45% of people feel that Customer Service is good... room to improve to excellent

39. 40% of people believe that CS has disimproved since the downturn

40. 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.COPYRIGHT TOWNS OF EXCELLENCE LTD 2011

41. MYSTERY SHOP RESULTS CARLOW MARCH 2011 RESTAURANT POSITIVE: Good access for wheelchairs/buggies NEGATIVE: Doorway restrictive for wheelchairs/buggies SUPERMARKET POSITIVE: Lady at deli counter was particularly friendly and interested in her work NEGATIVE: Toilet facilities were unpleasant and cleaning rota not being completed WHOLESALE RS POSITIVE: Telephone call answered quickly and query dealt with efficiently NEGATIVE: Delay in email enquiry of 2 days HAIRDRESSERS POSITIVE: Very friendly meet and greet staff NEGATIVE: Staff talked consistently among themselves BEAUTY SALON POSITIVE: Extremely knowledgeable staff NEGATIVE: Decor looks shabby and worn OVERALL: Pleasant day spent in Carlow but improvements needed in directional signage. COPYRIGHT TOWNS OF EXCELLENCE LTD 2011

43. Update by Thursday 12th May and monthly thereafter

44. Contact Cyril @ 087 205 6714 Brenda @ 087 6837 922 info@townsofexcellence.com COPYRIGHT TOWNS OF EXCELLENCE LTD 2011

45. 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 COPYRIGHT TOWNS OF EXCELLENCE LTD 2011