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Welcome

Welcome. Did you know…?. Every business with a storefront in Hood River County serves as a Visitor Center. You have the resources to help! The packet in your hand is information guests can use. No memorizing facts No stress No drawing maps Just Happy Customers. Pop Quiz!.

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Welcome

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Presentation Transcript

  1. Welcome

  2. Did you know…? • Every business with a storefront in Hood River County serves as a Visitor Center. • You have the resources to help! • The packet in your hand is information guests can use.

  3. No memorizing facts No stress No drawing maps Just Happy Customers Pop Quiz!

  4. Hood River’s Visitor Center

  5. Visitor Center & Staff Visitor Center is open everyday!

  6. Hoodriver.org

  7. Social Media Facebook- Hood River Oregon Pinterest- Hood River, Oregon Twitter- Hood River County

  8. Hood River Events

  9. May I help You? • Be a good listener • Anticipate your customer’s needs • Make a customer feel welcome and special • Treat customers the way you want to be treated on vacation • Be a resource of information for your customer

  10. What is Customer Service? A man without a smiling facemust not open a shop.”- Chinese Proverb The single most important thing is to make people happy. If you are making people happy, as a side effect, they will be happy to open up their wallets and pay you.” - Derek Sivers, CD Baby

  11. Compliments Vs. Complaints • 78% of consumers have bailed on a transaction because of a poor service experience • A typical business hears from 4% of it's dissatisfied customers • It takes 12 positive experiences to make up for one unresolved negative experience • 7 in 10 Americans said they were willing to spend more with companies they believe provide excellent customer service • Americans tell an average of 9 people about good experiences, and tell 16 (nearly two times more) people about poor experiences

  12. Pop Quiz

  13. How to Interact with Customers Find Common Ground Attentiveness Use Positive Language Clear communication Patience Knowledge of your Product

  14. You are Very Important • Customer Service is Hood River’s Biggest Marketing opportunity • Visitors bring $9.6 Billion into the Oregon Economy each year • This Creates 94 Thousand Jobs for Oregonians • In Hood River $79.4 million spent in 2012 which is a 45% increase since 1991

  15. Customer Service Awesomeness

  16. You have 90 secondsto make an impression Speak their language Empathize Act like you care that they are spending their money with your business

  17. What we need to Remember A lot of people have fancy things to say about customer service, but it’s just a day-in, day-out, ongoing, never-ending, persevering, compassionate kind of activity.
 — Chris McCormick, President and CEO of L.L. Bean

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