Partnership with Ellensburg Organizations and CWU to Boost Community-wide Customer Service Efforts

Rewarding and promoting customer service is the goal of a coalition that includes the Ellensburg Downtown Association, Central Washington University, The City of Ellensburg, and the Kittitas County Chamber of Commerce.

The Business to Community Stars Program (B2C Stars) encourages residents to shop locally. Program participants will receive unique advertising opportunities on the CWU campus and special promotional benefits, including a window cling that identifies B2C Stars.

“B2C Stars applauds businesses who have great customer service and who are welcoming and accommodating,” said Linda Schactler, CWU’s chief of staff. “We want to help local businesses understand and appeal in particular to the CWU student population, who account for 1 out of every 2 customers.”

The B2C Stars program is based on best practices identified by the National Customer Service Association (NCSA). Businesses that seek to participate in the program advocate and demonstrate four values the NCSA says are essential for good customer service: respect, honesty, trust, and integrity.

“The B2C training is a great opportunity to assist small businesses with training they may not have the resources or time to organize,” said Carolyn Honeycutt, Executive Director of the Ellensburg Downtown Association. “Customers who receive great customer service often share that with others, and this is a good way for us to publicly recognize some of the businesses making an extra effort to ensure everyone has a wonderful experience.”

Margaret Reich, City of Ellensburg’s Communications and Government Relations Officer, said the program will support the family-friendly brand of the City of Ellensburg, and help to create a welcoming experience for all residents.

Businesses wishing to take advantage of this opportunity can apply on the B2C website, business-to-community.com.

B2C Star participants will complete a two-hour customer service training provided by the program’s sponsors and participate in two annual “secret shopper” customer service evaluations. Trainings are open to both business owners and employees.

“Customer feedback is essential to continuous improvement,” said Jim Armstrong, CEO of the Chamber. “We’re looking forward to recognizing businesses who are really making this a priority and finding new ways to welcome customers to Kittitas County.”

Businesses accepted into the program, who have completed the training receive: a window cling identifying the merchant as a B2C Star; inclusion in an official list of B2C Stars published quarterly in local newspapers and on sponsor websites; permission to use the B2C Star logo in marketing; preferential consideration in CWU contracting; and special CWU on-campus advertising opportunities.

B2C members receive these benefits, at no cost, by registering to become a B2C Star and attending one of the B2C Star customer service workshop offerings.

“We think participation in the program just makes good business sense because it lets consumers, including CWU students who, after all, represent about half of the local population when school is in session, know who the stars are when it comes to customer service,” Schactler said.

Customer Service Workshop
New members are encouraged to attend the next customer service workshop on Monday, December 4, from 7-9 p.m. at Hal Holmes, located at 209 N. Ruby Street in Ellensburg.

Media contact: Dawn Alford, Business to Community Stars, 509-963-1484, b2cstars@yahoo.com.