1. “I’m Here for You!” Session 2 Vesta: The Industry Leader in Customer Satisfaction

2. Welcome back to Customer Service Training Vesta’s Board of Directors and leadership team have declared Customer Satisfaction Is Our Number One Goal for 2014! http://www.youtube.com/watch?v=4fPybfTaIO0

3. 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.

4. Are you wearing this button? It is NOT optional. Please keep track of it and wear it always. ( Coming soon: magnetic Name Tags)

5. 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

6. 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

7. 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

8. 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!