Targeted Audience:

• Frontline staff who serve as the primary point of contact for first-hand customer interaction, including paraprofessionals level staff.
• Managers who directly manage the service professionals with first-hand customer interaction.
• All leaders for a function or discipline such as Human Resources., Human Capital Management.

Distinctive Topics

• The Art of Adapting: A discussion on how all employees, not just the ones with big titles, are empowered to adapt and create memorable guest experience.
• Creating Customer Loyalty: The four key principles The Ritz-Carlton uses to help ensure our customers return.
• The Empowered Professional: An overview of how The Ritz-Carlton Ladies & Gentlemen look, speak, and behave to ensure they are maintaining our company brand voice. Insights on how you can be a positive ambassador for your company.
• Engaging with Empathy: Strategic and tactical advice on how to think and handle various customer interactions.
• First Person Service Recovery: Learn the difference between an engaged customer and one that is merely satisfied. Content also includes problem resolution and why consistency is imperative.

For additional information, contact Karen Barnes at 972.348.1024 or karen.barnes@region10.org.

* SESSION FEE: This session is $175 per person for all participants