Timeshare Relief

#ARDAWorld

Timeshare Relief

Wednesday, May 9, 2018 1:30 ? 2:45pm Neapolitan 1

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Maria Kalber

Senior Vice President of Customer Service and Club Operations Diamond Resorts

#ARDAWorld

The industry doesn't have to look like this...Never fear service is here!

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The Best Industry Response to Exit companies is Legendary Service

Customer Service excellence has always been and will always be one of the critical competitive advantages for any business.

"The Customers perception is your reality"

Kate Zabriski

#ARDAWorld

Building legendary customer service does not happen by accident - it happens by design:

? Organizational alignment ? the customer is King and Queen ? 100% commitment requires bottom up to top down service ? Make investments in your team: if you don't train your team the

member will. Be service centric ? Don`t short cut! ? "No" can't be in your cultural vocabulary ? Happy & well trained team members make happy customers ? Communicate the mission ? Monitor to ensure your standards stick ? Reward service champions

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