EO DC Ritz-Carlton Leadership Center

When:  Feb 12, 2019 from 8:00 AM to 2:00 PM (ET)

In 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.

Our 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


Spouses, EODC Key Executives, and Member Prospects: Free·

Guests and Accelerators: $150


8-9am - Registration/Breakfast

9-10:45am - Welcome/Presentation

10:45-11am - Break

11-12:30pm - Presentation

12:30-1:30pm - Lunch/Reception 


Ritz-Carlton Tysons Corner
1700 Tysons Boulevard
McLean, 22102


Ann Dolin & Jeff Levin


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