The new face of Customer Care

THE NEW CUSTOMER CARE PROGRAM LOGO.
In keeping our promise to you, below is the new Customer Care logo designed for your use in promoting your organisation as the place to shop for great customer service.  The re-branding process will take place over the coming months as we replace the old with the new signifying your continuing commitment to your customers.  The new sticker has been designed to compliment the shape of the Journey of Flavour endorsed member stickers for those of you who are endorsed members of both Programs.


New stickers will be printed and distributed to all financial members.

PROMOTION
If you were away on holidays or your Focus Magazine got caught in the big storms at the beginning of the month, you may have missed our first double page spread for the Customer Care Program.  Click on the link below to open the pdf.
Focus Magazine November 2011


Apologies to Andrew Carle, Owner of Ezy Video Service for an error in the website address in the Focus promo.  Click on the link below to view the correct website.
http://www.lifetimeofmemoriesondvd.com.au/


MYSTERY SHOPPING CAMPAIGN
A large percentage of endorsed businesses have now been mystery shopped with only a small amount left to be done.  I have received some great feedback from many of you who have found the reporting process to be most useful in identifying your strengths and weaknesses in customer service.


Once the first round of mystery shopping is completed I will let you know who our "Top Performers" are and those businesses will be promoted as such.  If your business is not named in this first round as a "Top Performer", don't despair, you may be identified in the next round.


Some of the feedback we've received from those of you who have been mystery shopped to date include:

"Many thanks for this mystery shop. What a great addition to the Customer Care armory.

Doing great things with the program".

Steve Rose - Animal Doctors

"Thanks for this extremely useful feedback"

Janet Cohen - 

Sea Acres Rainforest Centre

"Thanks for instigating business improvements like this for our Hastings area.  Many thanks.

Barbara & Laurie Smith - BALA Vending

It's always great to receive your feedback, positive or not, as it helps us to measure how well we're meeting your expectations.  Keep it coming in please.

MEMBERSHIP INVOICES

By now you would have all received your invoices for the first pro-rata year of membership of the enhanced Program.  Thank you to those of you who have paid these to date.

IMPORTANT:  If you paid your membership fees via direct deposit in the last few days of October and did not enter the invoice number in the description, would you please contact me on 6581 8036 as we  don't know who to receipt the payment to.

Please always use the invoice number in the "description" when paying by direct deposit.

Kind Regards and I'll be in touch again very soon. 

Rachel Ross

CUSTOMER CARE PROGRAM COORDINATOR

AND THE WINNER IS .........

Digital Signs & Printing!  Congratulations to Guy Satterthwaite and his team on winning a complimentary two minute promo video on your business to be filmed on location promoting your products and services.  The video can be uploaded to the Digital Signs & Printing website. (Value of prize is $500).  CONGRATULATIONS!

I would like to thank all of the businesses who have returned their expression of interest forms for the 2011/12 Customer Care Program membership and look forward to your involvement in the new bigger and better value membership.

Upon my return from leave in 2 weeks time I'll be sending the final contact details of members to the external mystery shopping company and the ball will be rolling.

Wendy Beverley will be checking my emails during my absence so if you thought you'd "missed the boat" with your EOI, be quick and Wendy will process it for you.

Thank you all for your patience during this set up stage and I will be in touch with you upon my return.

Should you have any queries, please feel free to contact Trevor Sargeant on 6581 8660.

Kind Regards.

Rachel Ross
Customer Care Coordinator

Win a two minute promo video on your business!

Good Afternoon Everyone,

Thank you to all the businesses who have responded to my call for expressions of interest in the 2011/12 financial year Customer Care Program membership.  I’m extremely pleased in that we have captured a multitude of very elite businesses in the local area.

I have though, had a number of requests to again extend the time allowed for returning the EOIs due to people either being on holidays or just plain flat chat and not had time to sit down and consider the benefits.  I don’t want anyone to miss out on the opportunity to participate and would love to have as many businesses on board as possible so that we can promote this group intensively.

Here’s what I propose to do:

All of the businesses who have already returned their EOI to me PLUS the next 50 businesses who do, (I’ll number them as I receive them), will go into a lucky dip to win a “Two minute promotional video” on your business (Valued at $500).  I will announce the winner next Thursday, 1^st September.  It will then be time to move forward, distribute invoices and get on with delivering the promised benefits!

So waste no time, we’re really excited about the the quality of promotion that your membership will enable us to provide.  Some really great benefits on top of the mystery shopping campaign make it well worth your while. 

For those of you who have not already done so, I invite you to read the attached letter welcoming you to express your interest in continuing as an accredited member of the Customer Care Program for the 2011/12 financial year at a cost of $100 including GST.

Please return your completed expression of interest form by:

Wednesday, 31^st August 2011.

2011 Customer Care Service Excellence Awards - It's a Wrap!

Hi Everyone,

Thank you for your patience whilst I worked out how to get the piccs onto the new website.  Wow! There's so many of them.  I hope you enjoy them.

The feedback I've received tells me that those who attended felt the night ran smoothly and everyone enjoyed themselves, some more so than others! Ha!  Good for you.

I think that the general feel and vibe of the evening was a great buzz!  The excitement and suspense of waiting to find out WHO the winner of each of the 9 categories was and then the Holiday Coast Credit Union perpetual trophy and the special Journey of Flavour and Customer Care outstanding recognition awards.  Yes, a bit of suspense created by our MC (a good thing) had us all on the edge of our seats and then ..... Woohoo! ... the winner was announced.  Lots of fun!

I can't express enough just how proud and happy the businesses who were named "finalists" are worthy of feeling.  The judging process and criteria is the most strict and intense that I've seen for Customer Service Awards.  We, the Customer Care Task force, have set these benchmarks deliberately at the high standard in which they are specifically so that people will VALUE being a part of the process and know that they really have done well as Customer Care Champions.

I've inserted into this newsletter a copy of the "Embargoed Media Release" which was emailed to local media after the awards ceremony began last Friday night and which was embargoed until midnight.

I've also inserted a link to the photos taken on the evening by Hydro Photographics.  You can purchase these photos by logging onto their website at http://www.hydrophotographics.com.au/.

On that note, I'll leave you all to have a read, browse through the piccs and enjoy!

Thank you all so much for your support in what was a wonderful night of celebrations and fun.

Take care, I'm off on hols (as of COB Friday) until Thurs 21st July so I'll catch up with you all when I return.

Oh yes, we're having an "InSync" event in October and then a Chrissy get together in late November.  I'll get back to you all when I have details.

Kind Regards

Rachel Ross
CUSTOMER CARE COORDINATOR
(Keep reading on below) :)

winners announced

customer care service excellence awards

EMBARGOED  12:00am Saturday 2 July 2011

Nine Hastings businesses are among those who ‘do it best’ after being recognised for their commitment to good service at the 2011 Customer Care Service Excellence Awards on Friday night.

Businesses endorsed by Port Macquarie-Hastings Council's nationally recognised Customer Care program were showcased before an audience of more than 200 on Friday night at a gala awards ceremony at Panthers.

In its fifth year, the Awards showcase the best of the best in local business and reward exceptional customer service. Awards were presented in 9 categories, and the winners were:

• General Retail – Broadway Shoes
• Food and Beverage Retailing – Modishe Espresso
• Food and Beverage (Non Store) Retailing/Wholesaling – Port’s Mister Whippy
• Health and Personal Services – Emergency ID Australia
• Professional Services -  Financial – Holiday Coast Credit Union
• Professional Services – Non Financial – East Port Veterinary Hospital
• Trade Services and Suppliers – Hot Graphics
• Tourism (Accommodation) – Mercure Centro Hotel
• Tourism (Attraction/Entertainment) – Port Macquarie Panthers

In praising the 370 businesses who are now accredited in the Customer Care program, Port Macquarie-Hastings Council Administrator Neil Porter said customer service excellence is imperative if a business expects to shine and to stand out from the rest in today’s competitive marketplace.

“Evidence of the program’s success has already been recognised nationally. By recommending and supporting participating businesses we can all further boost the program,” Mr Porter said.

An exciting addition to the 2011 Awards is the introduction of the Inaugural Customer Care Service Excellence Awards "Hall of Fame".

Accredited business who have participated in and been named a category winner three or more times since the inception of the Awards were honoured. They were:

• Angela Lockwood, Sunrise Health Consultancy,
• COMPASS financial management,
• Rydges Port Macquarie,
• Holiday Coast Credit Union and
• Port Macquarie Panthers.

Rob Hamilton was awarded the Holiday Coast Credit Union Excellence in Service to the Business Community Perpetual Award.

Awards for outstanding commitment to the Journey of Flavour and Customer Care programs were awarded to Jon Pitkin, Jons Family Jewellers; Louise Beaumont, Focus Magazine; Kerrie McMahon from World Par-Tea and Kathy Balodis from The Corner Restaurant.

The Customer Care Program was established in 2006 by Council and the Customer Care Task force, with the aim of helping local business and industry achieve 'best practice' methods for customer service.

The program offers three distinct benefits to participants:

-          it develops staff skills and job satisfaction

-          it helps attract and sustain a business’s customer base which boosts the bottom line and,

-          it helps ensure that an impressive level of service is consistently offered to both local residents and tourists when they patronise a Customer Care outlet.

The program is driven by industry through the Chambers of Commerce, the Tourism Association, Hastings Business Women's Network, HBEC and the NSW Business Chamber.

To view photos taken by Hydro Photographics, click here

Also a big thank you to:

GILLESPIE MEDIA - PLATINUM SPONSOR FOR THE 5TH YEAR RUNNING!

Tom & Nigel, Ash & Beau from In-Phase Productions who have done all the sound & lighting tonight.  Another example of a Customer Care business that goes the extra mile for the benefit of the Program.

Linda Robb and Lisa Fraser, Panthers function & event coordinators, who have both been extremely easy to deal with and pleasure for Rachel to work with.

Jim Caine from Port Macquarie trophies for supplying the trophies & engraving them.

Olive Communications & Digital Signs & Printing for the lettering on the "Hall of Fame" honour board.

Janette & Allan Hyde for their support on so many things including the unveiling of the Hall of Fame Honour board.

Our Acting GM, Jeffrey Sharp and Administrator  Neil Porter for and their support & contribution to presentations on the night and for their support throughout the whole of the Program.

And to Leslie and Don Williams for their interest and support in attending.

Our Category sponsors:

• Verde Bamboo (Emilee Acheson)
• Hot Graphics (Kylie Morris)
• Graham’s Mechanical Repairs (Garry Graham)
• The Observatory (Chris Denny)
• Port Macquarie Panthers (Russell Cooper)
• Emergency ID Australia (Nicole Graham)
• Cullens Carpet One & Blinds. (Michael Page)
• Moisture Cure (Bob Knuckey)
• Tile Rescue (Kylee Blot)

And to the sponsor of the “Outstanding contribution to the Customer Care Program” award - HCCU.

Port Macquarie Panthers for sponsoring the venue and to Cassegrain Wines for their support of the event.

Thank you to the Task force & Working Party

And last but not least, a really big and sincere thank you to our Master of Ceremonies, Dr Wayne Graham & his lovely wife and assistant on stage Mrs Emmy Graham.

Rachel.

Have you purchased your Tickets? RSVPs due TODAY!

Good Afternoon Everyone,

If you haven't already purchased your tickets to the 5th Customer Care Service Excellence Awards, then NOW is the time to do it!

The taskforce and working party have volunteered many hours of their time to complete what has been an extremely difficult judging process. Nonetheless, finalist and winners have all be decided on and will be announced and celebrated on the night of the awards being Friday, 1st July 2011.

Don't miss out on what is shaping up to be a wonderful night full of opportunity for your business to shine and to support your fellow Customer Care accredited members.

Tickets are available from all Council offices and Panthers front reception.

Gillespie Media have been hard at work filming all of our wonderful nominees in preparation for the evening. 

The Hall of Fame inductees will be revealed and a number of other special little suprises are planned.

Thank you to those businesses who have responded to my call for raffle prize donations.  I do still need some more though.

If you are in a position to offer anything, please let me know ASAP.  I will need a copy of your logo so I can promote your business on the evening of the awards as a supporter.

Don't hold back!   Get your tickets today!

Invitation

Our Category Sponsors

HAVE A WONDERFUL LONG WEEKEND!

Rachel Ross
CUSTOMER CARE PROGRAM COORDINATOR

The 5th Customer Care Service Excellence Awards - Friday, 1st July 2011

Good Morning Everyone,

Well ... the judging has now been completed and finalists and winners chosen!  Oh what a night Friday the 1st of July will be!

Please click on the following links to view your invitation to the 5th Customer Care Service Excellence Awards and a copy of the seating plan for the Panthers auditorium. Tickets are now available for sale at all three Council Offices (PMQ, Wauchope & Laurieton) as well as from Port Macquarie Panthers front desk.

The unveiling of the "Hall of Fame" honour board will take place at the awards for the first time. Inductees will be announced on the evening. Who will they be???

So start planning who you'd like to invite and get your table and tickets organised early. Only 7 weeks to go!

Everyone is welcome!

CCSEAs Invitation (click here)

Seating Plan (click here)

Kind Regards.



Rachel Ross
Customer Care Program Coordinator

THE JUDGING HAS BEGUN ...!

,

Good Afternoon Accredited Customer Care Members

Well, a fantastic effort has been made by all the accredited Customer Care businesses who have entered into this year's Customer Care Service Excellence Awards.  Nominations closed on Friday, 25th March and the standard of nominations has yet again excelled.





THE JUDGING HAS BEGUN!If your business has been nominated for the Customer Care Service Excellence Awards this year, you will be mystery shopped and judged sometime over the coming weeks. Stringent marking criteria is being adhered to by the judging committee making the competition even tougher.


As we had anticipated, the number of entries in the Professional Services category were exceptional, so we now have two Professional Services categories being:


Professional Services - Financial; and
Professional Services - Non Financial

Click on this link to see all 9 categories and their sponsors.

Also presented at the Awards Ceremony is the following:

"Excellence in Service to the Business Community Perpetual Award"

Kindly sponsored by the Holiday Coast Credit Union
(This award recognises the exemplary service of an individual to the business community. The recipient will have made, over the last year, a remarkable contribution to business in Port Macquarie-Hastings. This person will been driven by an overwhelming desire to see this local are continue to develop and to maximise its business potential).

What's new this year?

Inaugural "Hall of Fame" induction ceremony.

An exciting addition to the 2011 awards brings the introduction of the Inaugural Customer Care Service Excellence Awards "Hall of Fame". Accredited business who have participated in and been named the winner of a their relevant category 3 or more times since the inception of the CCSEA's, will be publically applauded and inducted into the Hall of Fame! These businesses will be promoted as "the best of the best" in Customer Care. Who will they be?

Come along to the Customer Care Service Excellence Awards on Friday, 1st July 2011 to find out. Everyone is welcome.