“I’m Here for You!” Session 3 Vesta : The Industry Leader in Customer Satisfaction

1. “I’m Here for You!”Session 3Vesta: 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! https://www.youtube.com/watch?v=TFMpySg_UrM

3. Innovation: The Best Ideas From the Best of Vesta In this session, we chart the future of Customer Satisfaction by drawing on our most sophisticated advisers: You! https://www.youtube.com/watch?v=GqUQgPw_8wg “Innovation has nothing to do with how many Research & Development dollars you have. When Apple came up with the Mac, IBM was spending at least 100 times more on R&D. It’s not about money. It’s about the people you have, how you’re led, and how much you get it.” – Steve Jobs

4. The Customer Rules • (A book by Lee Cockerell, former Disney executive) • A set of principles that recognize the power of the Customer in today’s world • Rule 23: Henry Ford said, If your customers say they want faster horses, give them a motorcar. • Rule 28 says, “Know the difference between needs and wants.” • Consider the job you’re doing. Is there any better “consultant” we can ask for ways to improve the Customer Experience?

5. What Could Vesta Be Doing Now? • We need to anticipate the Customer’s Needs and Wants for the future, not just meet their needs and provide their “wants” as we know them right now. • Let’s start with a clean sheet of paper. • Be Your Own Shakespeare! (Customer Rule No. 10)

6. Describe Our Customer’s Perfect Experience Take it Step by Step and Write it Down. Here’s an example from one of your fellow Associates: “Patron finds ample parking, was greeted by name at the gate by a helpful supervisor, who introduced himself and showed the patron how to sign in because the person was new. So, he was given a tour of the facility, shown where the bathroom and showers were, shady spots, where food was allowed to be eaten, etc. While walking, he found the best spot to sit in order to hear the sound system best, which they enjoy. He was informed of the pool rules and policies, introduced to other staff, and was left to enjoy the pool and told that if he needed anything, to come see the supervisor. Upon leaving, it was discovered that he had left an item behind, but the supervisor collected it, brought it to him, and thanked him for coming to the pool and hoped he would return soon.” – Louanna Perucci

7. The Vesta Vow and Vesta Vision • The Vesta Vision • Long-Term Relationships • Exceptional Solutions • Enhanced Quality of Life • The Vesta Vow • Gracious Greetings • Enjoyable Experiences • Fond Farewells

8. Customer Satisfaction Practice Makes Perfect Consider and Discuss Your “Perfect Day” Results. Can We Help Each Other Find the Differences Between That Perfect Day and Our Current Procedures?

9. The Last Word Achieving true Customer Satisfaction through Excellence is a permanent state of mind at Vesta. Look for further coaching, tips and training in upcoming issues of Vested Interests, your staff newsletter, and other communication tools. Thank you for your attendance and participation. Together, we will create Vesta’s current and future successes!