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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.

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

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

Registration for this session has ended

Session ID:
Credits Available:
(3) CPE
Seats Available:
Contact Person:
Shanta Plowden
Karen Barnes
Date Time Location
8/9/2022 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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