CUSTOMER SERVICE
Service Mission StatementThe elevated level of service we provide to our customer is our differentiator. Our mission is to consistently deliver superior service and continually look for ways to improve the customer experience. We accomplish this by staffing our service center with well trained, dedicated individuals who value our customers and take pride in serving them. We empower our employees to take ownership of the customer experience, and set the example by being an accessible and approachable management team.
Our ServiceAt CitationShares, we offer full concierge service to each of our customers. We are available 24-hours a day, 7 days a week, 365 days a year. We require 8-hours advanced notice for a guaranteed trip within the 48 contiguous states and 24 hours notice for international trips. Service Area. While the 8-hour call-out is standard procedure, we do everything we can to accommodate our customers when a trip is requested outside of that guaranteed window. We have 15 Peak Days per year - usually during and surrounding holidays - where we ask for 24-hour notice on all flights. Our RepresentativesOur staff is well-trained, educated and looking to build a career with CitationShares. They undergo a 3-month training process before handling any customer calls individually. The first month involves classroom instruction where they become comfortable and familiar with our programs, software and processes. During the second month, each is paired with a mentor who demonstrates the conduct, performance and response to our customers that we require from our representatives. In the third month, they are able to handle calls in a highly supervised environment and their performance is evaluated before the training process is considered complete. Most of our representatives have been with CitationShares for several years and our attrition rate is very low. We believe that they share the same passion for our company and commitment to our customers that we have had since our inception. 2008 CitationShares Peak Days
| January 02, 2008 | Wednesday |
| February 15, 2008 | Friday |
| February 18, 2008 | Monday |
| March 20, 2008 | Thursday |
| March 23, 2008 | Sunday |
| May 23, 2008 | Friday |
| July 03, 2008 | Thursday |
| July 13, 2008 | Sunday |
| October 10, 2008 | Friday |
| October 19, 2008 | Sunday |
| November 25, 2008 | Tuesday |
| November 26, 2008 | Wednesday |
| November 30, 2008 | Sunday |
| December 27, 2008 | Saturday |
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