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

4. Hood River’s Visitor Center

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

7. Hoodriver.org

8.  Social Media FacebookFacebook- Hood River Oregon PinterestPinterest- Hood River, Oregon TwitterTwitter- Hood River County

9.  Hood River Events

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

12.  What is Customer Service? A man without a smiling face must 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

14.   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 Compliments Vs. Complaints

15. Pop Quiz

17. Find Common GroundFind Common Ground AttentivenessAttentiveness Use Positive LanguageUse Positive Language Clear communicationClear communication PatiencePatience Knowledge of your ProductKnowledge of your Product

19.   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 You are Very Important

20. Customer Service Awesomeness

21. Speak their language Empathize Act like you care that they are spending their money with your business

23.  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