EMILY DZIATLIK EXPLAINS THAT CUSTOMER SERVICE IS KEY 2011-08-14

Hello…? Hellooo? Looking around the store, I can’t see any employee to help me check out. I have been waiting at the front desk ready to leave for about 30 minutes, and I have not seen a single employee yet. If you listen, you can faintly hear a small voice gossiping on the phone. It sounds like whoever is on shift is in the back talking to her friends on the phone. I think to myself, if she is too busy talking on the phone, and unable to help me purchase my items, then I will go somewhere else. Just like that, this clothing store lost a purchase from me, and more importantly, they lost a valuable customer. Why would I ever shop there again? Has this ever happened to you?

In today’s economy, for any goods or services offered on the market, there are at least three different companies that offer the exact same thing. What sets a business apart is their customer service. If employees are rude and unhelpful, they can drive their customers away. No matter how great of a promotion the store is offering, it won’t matter because customers will never shop there. Think back to bad customer service you had to go through. You remember being so angry that you vowed to never shop there again! You wanted to go home and tell everyone what a horrible experience you had there. You have started a ripple effect. When you had a negative experience with that company, chances are you went home angry and told your family and friends about it. Then your friends told their other friends and so on. One bad experience can have a major effect on that company that treated you badly. This could potentially cause lose that company both returning and future customers.

With DECA and Collegiate DECA, many students compete in some type of customer service. These tips will not only help you in competition but they will also benefit you at work. There is nothing more impressive to an employer than an employee with GREAT customer service. It shows that you can be trusted with customers and that you are a good representation of the company itself. Would you like to know the secrets to GREAT customer service?

Answer your phone. How many times have you called a business and nobody answered? Or when you finally get through to someone you are put on hold? This can be so frustrating! Whenever your phone is ringing at work – pick it up! Good customer service is answering the phone in three rings or less. When putting someone on hold, leave them on hold for no more than 30 seconds. Sometimes this can be impossible when you are helping another customer. If you think you are going to be a while, get the caller’s contact information and let the person on the phone know you will call them back that same day.

Don’t make promises unless you plan to keep them. When you are talking with a customer and trying to close a sale, don’t promise things that you can’t deliver. If you promise them a discount, but you didn’t check with your boss, you are going to feel pretty embarrassed when you have to go back to your customer and explain to them why you can’t give it to them. Save yourself the humiliation and only promise customers things you know you can actually do.

Listen to your customers and calmly deal with their complaints. When a customer comes into your business complaining about a product that they’ve recently purchased, listen to what they have to say! Don’t jump into the middle of the conversation thinking that you know what to do. Listen to the whole complaint. Have you ever tried to tell a store employee what’s wrong with your product and they just kept interrupting you? As soon as the customer is done explaining their problem, repeat to them what you understood them to say. This shows that you were listing to them and not wasting their time. It displays that you understand their complaint and you will do whatever you can to work with them. Any businesses customer service can show sympathy, but great customer service will show empathy.

Be helpful – even if there’s no immediate profit visible. Always go out of your way to help your customers. This is the best way to show your customer service goes above and beyond. When a customer has a question, listen to the whole question, repeat it back to them, and then solve it! Think about what would make you satisfied if you were in their shoes.

Customer service is the essential key to gaining and maintaining customers. One bad conversation with a customer could lead to losing that customer and all their friends and family. DECA is a great organization that demonstrates through role plays and competition how to give excellent customer service. Apply what you learn through DECA and use it when you are dealing with any customer – content or upset. When you have to deal with negative customers, think back to your role play and treat the situation as if you were presenting to a judge. Never be afraid to go above and beyond for a customer and always give 110%!

CLAIRE’S JUNE BLOG 2011-06-15

Whenever most of introduce ourselves we start with the introductory statement, “Hello, my name is _______ and I am from ________.” For a majority of us, the most important part of this statement is our name. It is who we are. In my contradictory opinion though, I feel that the latter of the two blanks is the most significant. Where we come from, our community, is often times what molds us into our own character. Whether it is your hometown, your neighborhood, your school, or your DECA chapter, every one of us is part of our own special community.

My name is Claire Coker. I have known this my whole life and my name is and always will be the beginning of my own characterization. I am from Knoxville, TN. This claim is what I believe is more important. Growing up in a small neighborhood community in Knoxville, Tennessee, known as Fourth and Gill, has given me a sense of belonging; and so has my West High School DECA Chapter. They have taught me the importance of building strong relationships, caring for others, and giving back. Because of that, I try and give back to my community as much as possible through volunteering. Communities are in our lives to provide us with a foundation, and a support system for our future. It is important that we give back to them so that they can continue to make an impact on others’ lives.

DECA members, it is our duty to give back to our communities. They give us support, and in turn we should support them. Volunteer at your local soup kitchen, clean up a park with some other DECA members, and give back to your school in any way you can. Everyone in this world is connected in some way, and it is important to give back to the places that have given us so much. Never forget where you have come from, and who has made a difference in your life. Never forget what comes after your name that helps define you. Give back to those places and people, because that’s what being community oriented is all about.

Best Wishes,
Claire Coker
National DECA President
2011-2012

DECA/COLLEGIATE DECA STUDENT SCHOLARSHIPS DEADLINE

DECA’s scholarship program provides over $300,000 in scholarships at the International Career Development Conference (ICDC) each year. Many corporate partners of DECA provide scholarships through the DECA Scholarship Program. DECA Inc. administers the program based on guidelines set by the donor. DECA scholarships are strictly merit based.

Examples of companies or organizations that partner with DECA to provide scholarships to DECA members include:

• Don DeBolt—two (2) $2,000 scholarships, awarded to DECA members who have an interest in pursuing franchising and entrepreneurship course of study.
• Finish Line—fifteen (15) $1,000 scholarships awarded to DECA/Collegiate DECA members who are Finish Line associates.
• Harry Applegate—scholarship that corporate supporters contribute to but actually in the company’s name. Scholarship is based on DECA/Collegiate DECA involvement, leadership ability, community service and grades.
• Kmart—five (5) $1,000 scholarships awarded to DECA members who are associates of Kmart.
• Marriott International—ten (10) $1,500 scholarships to DECA members who have hospitality experience or interest.
• Men’s Wearhouse–four (4) $1,000 scholarships awarded to DECA/Collegiate DECA members who are also associates of Men’s Wearhouse.
• NAPA—nine (9) $1,000 scholarships awarded to DECA/Collegiate DECA members who are NAPA associates or have an interest in automotive.
• NTHS (National Technical Honor Society)—two (2) $1,000 scholarships awarded to DECA members who are also members of NTHS.
• Otis Spunkmeyer—five (5) $1,000 scholarships awarded to DECA members who work in their school store and sell Otis Spunkmeyer products.
• Publix Super Markets—seven (7) $1,000 scholarships awarded to DECA members who are associates of Publix.
• Safeway—ten (10) $1,000 scholaships awarded to DECA members who are Safeway associates or associates of one of their brands (i.e. Vons, Dominick’s, Randalls, Tom thumb, Genuradi’s, Pavillion, Carrs)
• SEARS—five (5) $1,000 scholarships awarded to DECA members who are assoicates of Sears.
• TJMaxx/Marshalls—three (3) $1,000 scholarships awarded to DECA/Collegiate DECA members who are associates of TJMaxx and/or Marshalls. Students working in all TJX divisions are also welcome to apply.
• Walgreens—five (5) $1,000 scholarships awarded to DECA members who can show evidence of DECA activities, leadership ability, community involvement.
• Western Region-two (2) $1,000 scholarships awarded to DECA members in the Western Region who are in good standing and who participated in the Ultimate Power Trip in Washington, DC this past November.

Calender of Events

• Aug 18, 2011 – Aug 20, 2011 | State Association Management Conference | Salt Lake City, UT
  The State Association Management (SAM) Conference is a professional development experience for state/provincial advisors and key leaders. Read More +
• Sep 1, 2011 – Jan 20, 2012 | DECA/Collegiate DECA Student Scholarships Deadline
  DECA’s scholarship program provides over $300,000 in scholarships at the International Career Development Conference (ICDC) each year. Many corporate partners of DECA provide scholarships through the DECA Scholarship Program. DECA Inc. administers the program based on guidelines set by the donor. DECA scholarships are strictly merit based. Read More +
• Sep 6, 2011 | DECA Stock Market Game Begins
  Develop and manage an investment portfolio online. Read More +
• Oct 3, 2011 | DECA / DeVry Innovation and Entrepreneurship Challenge Submission Deadline
  Participants in the DeVry Innovation and Entrepreneurship Challenge will present ideas to launch innovative business concepts. Challenge participants will make presentations to DeVry University faculty, administrators and executives via videos posted on YouTube. Read More +
• Oct 9, 2011 – Oct 15, 2011 | DECA Week
  Thousands of DECA chapters will celebrate DECA Week by promoting the organization in their schools and communities. Read More +
• Oct 24, 2011 | DECA Virtual Business Challenge I Begins
  Participants in the DECA Virtual Business Challenge (VBC) operate a computerized business simulation of a retail environment or sports franchise utilizing a competition version of the Virtual Business Retailing 3.0 software or the Virtual Business Sports software. Read More +
• Oct 24, 2011 | DECA H&R Block Dollars & Sense Challenge – Round I Begins
  Participants in the H&R Block Dollars & Sense Challenge compete on personal financial knowledge. The challenge occurs using computerized simulations in a competition version of the Virtual Business Challenge – Personal Finance software. The qualifying rounds are conducted online. Read More +
• Nov 3, 2011 – Nov 5, 2011 | DECA Innovations and Entrepreneurship Conference | Chicago, IL
• Nov 10, 2011 – Nov 12, 2011 | DECA Western Region Leadership Conference | San Diego, CA
• Nov 11, 2011 – Nov 13, 2011 | DECA Southern Region Leadership Conference | Little Rock, AR
• Nov 14, 2011 – Nov 20, 2011 | Global Entrepreneurship Week
  DECA members will join millions of young entrepreneurial people around the world to generate new ideas and to seek better ways of accomplishing goals. Continuing its annual celebration of Global Entrepreneurship Week, DECA goes coast-to-coast this year encouraging its members to unleash ideas. Read More +
• Nov 17, 2011 – Nov 19, 2011 | Collegiate DECA Leadership Academy | New York City
  Collegiate DECA members looking to enhance their leadership skills are invited to attend the Collegiate Leadership Academy (CLA). Sponsored by Collegiate DECA and Finish Line, the CLA is held each fall in New York City. Read More +
• Nov 18, 2011 | DECA Virtual Business Challenge I Ends
• Nov 18, 2011 – Nov 20, 2011 | DECA North Atlantic Region Leadership Conference | Philadelphia, PA
• Nov 30, 2011 – Dec 11, 2011 | DECA New York Experience | New York City
  The New York Experience Conference highlights the career fields of fashion, finance, and hospitality and tourism in the world’s most exciting city. Read More +
• Dec 1, 2011 | DECA Membership Campaign
  DECA’s new membership campaign encourages chapters to aspire higher when developing their membership. Read More +
• Dec 2, 2011 – Dec 4, 2011 | DECA Central Region Leadership Conference | Omaha, NE
• Dec 16, 2011 | DECA Stock Market Game Ends
• Dec 19, 2011 | DECA / Finish Line Challenge Submission Deadline
  In this innovative real-world activity, DECA members in teams of one to three will conduct market research studies at Finish Line retail stores, develop recommendations for improvements and turn their findings into a ten-minute YouTube video. Read More +
• Jan 2, 2012 | DECA Virtual Business Challenge II Begins
  Participants in the DECA Virtual Business Challenge (VBC) operate a computerized business simulation of a retail environment or sports franchise utilizing a competition version of the Virtual Business Retailing 3.0 software or the Virtual Business Sports software. The VBC qualifying rounds are conducted via the Internet.

   

  Read More +

• Jan 2, 2012 | DECA H&R Block Dollars & Sense Challenge – Round II Begins
  Participants in the H&R Block Dollars & Sense Challenge compete on personal financial knowledge. The challenge occurs using computerized simulations in a competition version of the Virtual Business – Personal Finance software. The qualifying rounds are conducted online.Read More +
• Jan 20, 2012 | DECA / FIDM Runway Challenge Deadline
  Information coming soon! Read More +
• Jan 27, 2012 | DECA Virtual Business Challenge II Ends
• Feb 1, 2012 – Feb 5, 2012 | DECA Sports and Entertainment Marketing Conference | Orlando, FL
  The DECA Sports and Entertainment Marketing Conference educates participants on this exciting career field in a location that is home to world-class sports and entertainment venues.Read More +
• Feb 1, 2012 | DECA Emerging Leader Honor Award Applications Deadline
  The DECA Emerging Leader Honor Award provides recognition of students studying marketing, finance, hospitality and management for being an academically prepared, community oriented, professionally responsible, experienced leader through participation in DECA. Read More +
• Apr 21, 2012 – Apr 24, 2012 | Collegiate DECA International Career Development Conference | Salt Lake City, UT Read More +
• Apr 23, 2012 – May 1, 2012 | Judging at the International Career Development Conference | Salt Lake City, UT
  More than 1,000 business professionals are needed to judge and evaluate DECA members at the 2012 International Career Development Conferences (ICDCs) in Salt Lake City, Utah. Read More +
• Apr 28, 2012 – May 1, 2012 | DECA International Career Development Conference | Salt Lake City, UT
  More than 16,000 high school members, advisors and business partners will converge in Salt Lake City for the pinnacle event of the year. Read More +

Beginning of the MASS DECA Year!

Hello Mass DECA,

Wow, what a crazy few months since the State Conference in Boston. After being elected as a State Officer my life’s changed in many ways, even beyond DECA. Going to ICDC again in Louisville, Kentucky was an amazing experience. I still can’t believe placing in the top ten with my partner and have some of the best memories with my friends from that trip. Since then I have actually graduated high school, and moved into college at Bryant University in Smithfield, RI. From here I will be fulfilling my State Officer term for MASS DECA.

This month, I’ll be updating you all on Massachusetts DECA’s recent activities and events. First, I’ll start with our State Officer Training that occurred in June at Bunker Hill Community College in Boston. During this week Team 52 bonded, networked and planned out the MASS DECA year, all while having a blast! Also, we took our official state officer pictures and reviewed etiquette that will be vital for the upcoming year. However one of the most important items for the State Officer Training is picking a state wide theme for the year. Team 52 decided to go with the theme “MASS DECA, Do you Believe in Magic?” with the goal in mind being the ICDC in Orlando, Florida. Still after this rewarding, but stressful week, each state officer had several assignments to fulfill over the summer, such as planning a workshop for the Fall State Leadership Conference.

Speaking of Fall State Leadership, this year it will be held at Bentley University on October 19^th. All of us as a team has worked very hard in hopes to create a conference in which you all will learn some valuable leadership qualities, DECA information and have an overall fun day. This conference will truly kick off the DECA year. Beyond that, MASS DECA also has several events upcoming for our members. Look out for announcements on the annual DECA Celtics Day, and also the Ultimate Power Trip which will take place in Washington D.C. this year!

I’m very excited for the upcoming year and hope you all are as well. Feel free to contact me with any questions regarding the upcoming conferences, competing, being a state officer, or anything else you’d like to know.

Thanks guys, speak to you soon,

Michael Malenfant

Spring Teen Opinion Survey

Dear Association Advisors,

Thank you for your continuing support of our partnership with Piper Jaffray. Below you’ll see a tally of responses to the active Spring Teen Opinion Survey. Please take moment to encourage your Associations to LIVE LEARN and LEAD market research through this this important partnership opportunity! They can find the survey at, http://www.deca.org/nab_piperjaffray.html. The survey went live on March 1 and closes on March 31. The survey results and industry report will be available in early-April.

Sincerely,

JF

John Fistolera
Director of Development

DECA, Inc.
1908 Association Drive
Reston, VA  20191
(703) 860-5000 x229 phone
(703) 371-9264 cell
(703) 860-4013 fax
www.deca.org

PLEASE – Vote DECA Every Day!

Dear Association Advisors,

It’s time to Vote DECA Every Day!

DECA is competing for a $250,000 Pepsi Refresh Grant, www.refresheverything.com/decainspires. Voting starts on April 1st and runs through April 30. Grants are determined by popular vote, so we need you to Vote DECA Every Day! – and to encourage your local advisors, chapters, membership, friends, family classmates and colleagues to do the same.

I’m sure I don’t have to tell you how important this grant would be for our entire organization. If we’re successful in our campaign, DECA’s Pepsi Refresh Project will focus on 3 critical program areas:
·      Competitive Events – support the advancement of DECA’s Competitive Events Program and to the sponsor our International Business Plan Event.
·      Teacher Training – expand DECA’s professional development opportunities for Advisors.
·      Capacity Building – build new DECA Chapters and deliver services to greater numbers of members and advisors.

To vote for DECA’s Pepsi Refresh Project go to, www.refresheverything.com/decainspires. You’ll need to register through the Pepsi Refresh site to cast your vote. At the bottom, left hand corner of the page click “Sign In” and follow the prompts – you can either create an account through the Pepsi Refresh site or login through your Facebook account. Once you’re in, click on “Vote for this idea.” You can vote for DECA’s Pepsi Refresh Project one time every day.
Because this is a viral campaign we also need your help to spread the word -
·      Post a comment on DECA’s Project page after voting.
·      Post your vote on the status page of your Facebook, MySpace, Twitter, LinkedIn and/or other social media pages – click “Promote this idea” from the www.refresheverything.com/decainspires page.
·      Create a Widget for your web site – click on “Widgets” from the www.refresheverything.com/decainspires page.
·      Encourage your friends, family, classmates, students, colleagues, neighbors…. to Vote DECA Every Day! – and to spread the word through their networks.

While you can only vote for DECA one time every day, you can vote for up to 10 projects every day. Please do not vote for our competitors in the $250,000 category. Only one grant will be made in this category and we want it to be DECA! That said, we encourage you to look at other projects, in other grant levels, and cast your vote. In particular, we encourage your support of the Global Language Project in the $50,000 category. They have a great educational concept and project that we support.

Sincerely,

JF

John Fistolera
Director of Development

DECA, Inc.
1908 Association Drive
Reston, VA  20191
(703) 860-5000 x229 phone
(703) 371-9264 cell
(703) 860-4013 fax
www.deca.org

DECA ICDC

ICDC Advisors & attendees-

Misc. ICDC info:

Please note that our state photo is being taken after the Opening Session on Saturday at 11:15 pm…not after the Grand, as I mistakenly printed in one of my e-mails.

Shipping info (for shipping student projects, etc):

There is a $5 fee per package for the hotel to handle and store each package.  This fee is the responsibility of the chapter and will be applied to your room.

Include chapter Advisor’s name & school on first line and address as follows:

Chapter Advisor Name, Chapter and date of arrival

Fern Valley Hotel

2715 Fern Valley Road

Louisville, KY  40213

Optional tour info:

In addition to the tours offered by National DECA, I recommend seeing Churchill Downs especially since it is one week for the Kentucky Derby!  Contact Cheryl Whitehouse art 800-273-3729 or cwhitehouse@derbymuseum.org

Churchill Downs (several options)

“Dawn at the Downs” Traditional Southern style breakfast buffet in the luxury boxes with a commentator explaining as people are exercising the horses on the track. $20 for kids 17 and under, $30 over 18.

Backstretch Tours (6:45 am & 8 am)

Southern style breakfast, tram tour of stables, Derby Museum admittance & movie, tour of the front of Churchill Downs

Historic Walking tours of Churchill Downs $5 per person (about ½ hour in length)

Mon-Sat 8:30-4:30 Sun. 11:30-4:30

Behind the Scenes Walk & Tour of Churchill Downs  $10 per person, (about 1.5 hours)

Mon-Sat: 8 am, 10:30 am, 12 noon, 1:30 pm, 3 pm  Sun; 11:30 am, 1 pm, 2 pm

See the Jockey’s Quarters, Millionaire’s Row, Press Box

Barn & Backside Van Tour: 1 hour $10-$20

Mon-Sun: 7 am, 8:30 am, 10 am, 11:30 am, 1 pm, 2:30 pm,

Also, be sure to set time aside to go to the Slugger Museum, even if you aren’t a baseball fan!  They used to give out a souvenir mini wooden Slugger bat, not sure if they still do.  See the following website for operating hours and group discounts.

http://www.sluggermuseum.org/

Parking info if you are renting a car and want to drive it to the Expo Center:

Multi-day parking passes will be sold at the DECA convention.  Sale times have not been determined, but the location will be in the general vicinity of the registration area. The parking passes will allow unlimited in/out access to the facility.

4-day pass $36 (April 24-27)

3-day pass $27 (April 25-27)

2-day pass $18 (April 26-27)

1-day pass $9  (April 27)

Should you have additional parking questions, please contact:

Kim Blair, Event Coordinator

Kentucky Exposition Center

502-367-5121

kblair@ksfb.ky.gov

There is DECA free shuttle service going from our hotel to downtown, however, it is only running during the day on Saturday and in the evenings on Sunday & Monday.  See schedule in the flash report I e-mailed last week.

National DECA Scholarships

We show that you have DECA scholarship application(s) that have not been submitted at this point through our online system (www.deca.org/schol.html). Please make sure you submit your applications by Friday, February 12 for consideration in the review process.

If you have any questions, please do not hesitate to email Kathy_Onion@deca.org or call us at 703.860.5000 and ask for the Scholarship Department.

Thanks
Cindy

DECA Adam Correnti scholarship

This is the last year that the $1,000 Adam Correnti Memorial Scholarship will be awarded.  Please note that the scholarship applications are due to Adam’s aunt, Sue Parr this year, not Rosie Walisever.  Her address is on the scholarship application and will be due on Feb. 25th.