An ever-changing world has forced all of us to face internal and external customers who are grappling with increased wait times, unfamiliar digitized products and platforms, altered product menus, supply chain delays, and suspension of face to face services.
District frontline staff will learn how The Ritz-Carlton has been service recovery obsessed for decades, tracking every guest incident, how it is handled, analyzing resolution success, surveying guest satisfaction, and rewarding employees for empowered solutions. In this knowledge transfer session, which is ideal for employees performing in either a virtual or live business environment, we share our methodology, highlighting the connection between exceptional service recovery and brand loyalty.