“I’m Here for You!”Session 2

Vesta: The Industry Leader in Customer Satisfaction

Welcome back to Customer Service

TrainingVesta’s Board of Directors

and leadership team have declared

Customer SatisfactionIs Our Number One

Goal for 2014!

http://www.youtube.com/watch?v=4fPybfTaIO0

How do we measure Customer Satisfaction?

• By contract renewals?• By the Complaint Box contents?• By complimentary emails from

customers?

There is a better way. Vesta’s Leadership Team will introduce a

robust Quality Assurance Program

this year. Our key customers will evaluate our performance.

Are you wearing this button?

It is NOT optional. Please keep track of it and wear

it always. (Coming soon: magnetic Name Tags)

The Vesta Vow and Vesta Vision

The Vesta Vow• Gracious Greetings• Enjoyable Experiences• Fond Farewells

The Vesta Vision• Long-Term

Relationships• Exceptional Solutions• Enhanced Quality of

Life

• A book by Lee Cockerell, former Disney executive

• A set of principles that recognize the power of the Customer in today’s world

• Rule 14 says, “Treat Customers the Way You’d Treat Your Loved

Ones”

•What does this mean to you in your everyday working life?

The Customer Rules

Rehearse, rehearse, rehearse It’s another Customer Rule from Lee

Cockerell.Let’s use role playing to sharpen our

Customer Service skills and spot weaknesses

Possible examples:• The wandering, lost customer being ignored by the

receptionist.• The customer who says the food is unacceptable.

• The property perimeter walk by CAMs.• The abusive, loud, profane or disrespectful customer.

• Cutting off the drunk guy at the bar, and what happens next.• The cold, unwelcoming security guard.

http://www.youtube.com/watch?v=hRAM5EE5kgg

The Last Word• CEO and Chairman Frank Surface asks for your ideas on strategies or processes on implementing Customer Service Performance Reviews (Quality

Assurance)• Also, please give us your feedback on today’s

session, using the forms distributed.• See you in March for Session 3!