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Session Detail

The Art of Service Recovery | Building Trust & Loyalty
Designed Primarily for District and Campus Frontline Staff

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.

Important Session Information:

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.

Important Session Information:

Distinctive Topics

• Problems or Opportunities: Learn the difference and what customers want.

• Fundamentals of Listening: Discuss the different types of listening, sympathy vs. empathy.

• An Empowered Apology: Key components of an effective and authentic apology, how to handle various customer issues through role-playing.

• Effective Service Recovery: Explore the elements of effective service recovery – Timeliness, Ownership, Follow-up.

• Employee mindset has everything to do with whether your business survives or thrives because engaged employees create engaged and loyal customers.

For additional information, contact Karen Barnes at 972.348.1024 or

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

Registration ends at 12:00 AM on Wednesday, August 3, 2022

Session ID:
Credits Available:
(3) CPE
Seats Available:
Contact Person:
Shanta Plowden
Karen Barnes
Date Time Location
8/3/2022 9:00 AM - 12:00 PM Administration Services Zoom01
Region 10 Education Service Center
Second Location
400 E. Spring Valley Rd.
904 Abrams Rd
Richardson, TX 75081-5101
Richardson, TX 75081
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