this half day workshop, we will learn how the Ritz Carlton makes memorable
customer service, and how you can do the same in your business.
For nearly two decades, The Ritz-Carlton
Leadership Center has leveraged the systems and processes of the Ritz-Carlton
brand to deliver award-winning services that have allowed thousands of clients
to improve customer and employee engagement, innovate their culture, and
differentiate themselves. come
learn how the Ritz Carlton has become the ultimate in customer service.
workshop will specifically focus on:
•Emotional Connection: A discussion about the
difference between functional and emotional benefits and why this distinction
is critical to brand loyalty.
•The Ritz-Carlton Key Service Principles: An overview of the
service principles that lead to authentic connections and the importance of
psychology in service.
•Becoming a Service Sensation: The five components
that customers need and want in a service industry professional, regardless of
organization or customer.
•A Written Service Strategy: It is critical to
offer a consistent customer experience. One of the ways this is achieved at The
Ritz-Carlton is through the Three Steps of Service.
•The Power of Anticipatory Service: You will review how to
anticipate customer needs through their service journey, including how to
stay-in-the-moment to increase perception, customer relationship management
best practices, and how to leverage surprise and delight techniques
EODC Key Executives, and Member Prospects: Free·
and Accelerators: $150