powerpoint presentation

In partnership with:
Agenda
• Welcome
• Customer Service Inside and Out
• MC‐istory
– Facts & Impacts – Features & Amenities
• Wrap‐up
Mission
The STARS program serves the community by providing learning opportunities that combine quality‐of‐life awareness with customer service to enhance and promote the great spirit of Manitowoc County
Goals
* To enhance your awareness of how to provide great customer service * To revisit what enhances quality of life in Manitowoc County
Moments of Truth
Any instance,
however brief
and
regardless of
the method,
in which the
customer
comes in
contact with
you or some
aspect of
your
organization
and has an
opportunity
to form an
impression
about the
quality of the
service or
product you
provide.
A Higher Standard
http://www.youtube.com/watch?v=lRfmcIGoagE
JJ
TOP OF MIND
http://www.youtube.com/watch?v=0b9JXkHTLTg
HOW TO GREATLY IMPROVE YOUR CUSTOMER SERVICE
AB
http://www.youtube.com/watch?v=d7_A_Fpn6‐U
THE IMPORTANCE OF ACTIVE LISTENING
PA
http://www.youtube.com/watch?v=FUrgOkSFD78
EXCELLENT CUSTOMER SERVICE IN ACTION
SN
http://www.youtube.com/watch?v=kDvEWS018nw
WHEN IS IT OK TO BE RUDE?
http://www.youtube.com/watch?v=HIABTvvbQso
ELIMINATE EMOTIONAL LEAKAGE
http://www.youtube.com/watch?v=F7jEDS6vWHw
FIVE FORBIDDEN PHRASES OF CUSTOMER SERVICE
http://amazingserviceguy.com/resources/customerloyaltyvalue.html
CUSTOMER LOYALTY CALCULATOR
ARAR Formula
• Acknowledge
• Recognize
• Appreciate
• Respect
The Six Skills of Hospitality
1. Greet people
2. Make the visitor feel wanted
3. Be efficient
4. Help solve problems
5. Use effective responses
6. Express pride in your region
Munedoo-owk
MC‐istory
Facts & Impacts
• Manitowoc County 2011 population ‐ 80,976
• 30 municipalities in the County
• 3 cities
z
9 villages
z
18 towns
Kiel, Manitowoc, Two Rivers
Cleveland, Francis Creek, Kellnersville
Maribel, Mishicot, Reedsville
St. Nazianz, Valders, Whitelaw
Cato, Centerville, Cooperstown, Eaton,
Franklin, Gibson, Kossuth, Liberty, Manitowoc
Manitowoc Rapids, Maple Grove, Meeme
Mishicot, Newton, Rockland, Schleswig,
Two Creeks, Two Rivers
MC‐istory
Facts & Impacts
•
•
•
•
2.6% Asian
3.3% Hispanic or Latino
.6% African American
.6% American Indian or Alaska Native
• 1.1% Two or more races
• 95% Caucasian
• 2.8% are foreign born
• 5.7% speak a language other than English at home
• 89.7% are high school graduates
• 17.5% have a bachelor’s degree or higher
•
Source: 2010 U.S. Census Data Quick Facts; total population 80,976
MC‐istory
Facts & Impacts
• Average temperatures
z
45 degrees
z
z
winter 29 degrees
summer 77 degrees
• Average rainfall
z
30 inches
• Average snowfall
z
39 inches
• Growing Season
z
155 days
You know you are in Wisconsin if...
– the local Dairy Queen is closed from November through March
– you have worn shorts and a parka at the same time
– the town has an equal number of bars and churches
– a traffic jam is 10 cars waiting to pass a tractor on the highway
– going out for a fish fry every Friday is a cultural norm
– 10 degrees above zero is considered "a little chilly“
– someone in a store offers to help you, and they don’t even work there
MC‐istory
Facts & Impacts
World War I – Wisconsin’s quiet shipbuilding yards were boosted dramatically during WWI, becoming the 12th leading industry in 1920
World War II – Wisconsin’s largest single wartime industry was shipbuilding. The shipyards of Superior, Sturgeon Bay, and Manitowoc produced primarily small naval vessels. MC‐istory
Facts & Impacts
• In 1887 Albert Landreth, a pea‐
seed dealer from Pennsylvania, set up a small canning plant in Manitowoc, where Dutch and German immigrants had been growing peas for years. MC‐istory
Facts & Impacts
• Joseph Koenig, a German immigrant who settled in Two Rivers, was captivated by the German aluminum at the Chicago Worlds’ Columbian Exposition in 1893. MC‐istory
Facts & Impacts
•
World’s Only Mikadow Theater –
First United Press wire service teletype installed in a radio station. MC‐istory
Facts & Impacts
• Cedar Crest: 4th largest ice cream manufacturer in WI
• Kaysun: Leader in plastic injection molding including medical devices, defense and security, industrial, transportation and consumer products. Houses one of the most impressive injection molding environments in the country. • Dramm: Started in 1940 by John G. Dramm. From one small watering nozzle, Dramm is now a multi million dollar global company, and most respected in its field! • Wisconsin Aluminum Foundry: Has been an industry leader in non‐ferrous castings for almost 100 years.
MC‐istory
Facts & Impacts
• Foster Needle: Became the first needle producer to earn ISO‐9000 certification in 1995.
• Jagemann Stamping: Recognized worldwide as a leading manufacturer of deep drawn metal stampings.
• Manitowoc Ice: Produces America’s #1 selling ice machine. First to develop an automatic cleaning system. Ice owns manufacturing operations in China and in Italy.
MC‐istory
Facts & Impacts
• Manitowoc Tool and Machine: An industry leader recognized
worldwide for nearly four decades of superior production machining and unmatched capability.
• Federal Mogul: is a $6.9 billion leading global automotive supplier offering a comprehensive portfolio of products.
• Red Arrow: Is an Industry leader in Pyrolysis technology. They manufacture a wide variety of natural smoke flavors for meat and food applications.
MC‐istory
Facts & Impacts
• Manitowoc Cranes: Two of its largest manufacturing facilities in the US are here in Manitowoc. They have dominated the lifting market of the Americas region for the last 50 years.
• Leede Research: Works in a wide range of specialties with both smaller and Fortune 100 companies.
MC‐istory
Facts & Impacts
• Agriculture accounts for $1.4 billion in economic activity and contributes $276 million to Manitowoc County’s total income
• There are more cows and calves in Manitowoc County than
people
• 5th in the state in number of dairy cows in Wisconsin
• Manitowoc County ranks 3rd in annual milk production in
Wisconsin
• One of the top 30 counties in annual milk production in the
United States
• There are only girl cows
• A calf is a baby, a heifer is a teenager, and a cow is a
mother
• A cow must give birth before being able to give milk
Source: Scott Gunderson , Manitowoc County UW‐Extension Dairy Agent Dining/Lodging
• How many lodging establishments are in Manitowoc County? • How many pizza restaurants?
• How many coffee shops?
The World of Information
• The Chamber of Manitowoc County
• Manitowoc Area Visitor & Convention Bureau
• Two Rivers Visitor Center
YOU