“i’m here for you!” session 2 vesta: the industry leader in customer satisfaction
TRANSCRIPT
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“I’m Here for You!”Session 2
Vesta: The Industry Leader in Customer Satisfaction
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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
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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.
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Are you wearing this button?
It is NOT optional. Please keep track of it and wear
it always. (Coming soon: magnetic Name Tags)
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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
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• 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
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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
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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!
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