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www.ritzcarltonleadershipcenter.com [email protected] (301) 547-4806
Welcome to Memorable Customer Service
Emotional Connections
Key Service Principles• Do not over-complicate customer service• Turn every customer interaction into a defining moment• Do not underestimate the importance of psychology in service• Service is about the 5 senses• Attention to detail and one extra degree
www.ritzcarltonleadershipcenter.com [email protected] (301) 547-4806
A Written Service Strategy
Expressed vs. Unexpressed
“Radar On-Antenna Up”
credoThe Ritz-Carlton is a place where
the genuine care and comfort of our
guests is our highest mission.
We pledge to provide the finest personal
service and facilities for our guests
who will always enjoy a warm,
relaxed, yet refined ambience.
The Ritz-Carlton experience enlivens
the senses, instills well-being, and
fulfills even the unexpressed wishes
and needs of our guests.
employee promise
At The Ritz-Carlton,
our Ladies and Gentlemen are the
most important resource in our service
commitment to our guests.
By applying the principles of trust,
honesty, respect, integrity and
commitment, we nurture and maximize
talent to the benefit of each
individual and the company.
The Ritz-Carlton fosters a work
environment where diversity is valued,
quality of life is enhanced, individual
aspirations are fulfilled, and
The Ritz-Carlton Mystique
is strengthened.
motto
we are ladies and gentlemen
serving ladies and
gentlemen.
three steps of service
1
A warm and sincere greeting.
Use the guest’s name.
2
Anticipation and fulfillment
of each guest’s needs.
3 Fond farewell.
Give a warm good-bye
and use the guest’s name.
“
”
What Customers Want
www.ritzcarltonleadershipcenter.com [email protected] (301) 547-4806
The Power of Surprise & Delight
“Radar On-Antenna Up”
The Ritz-Carlton’s Fulfillment of Unexpressed Wishes and Needs
EXPECTED
REQUESTED
DELIGHTED
Degree of Delight
Degree of Expectation
Unexpectedresponse
Experiencewill alwaysbe remembered
Experiencewill probablybe remembered
Experiencewill not beremembered
Expectedresponses
www.ritzcarltonleadershipcenter.com [email protected] (301) 547-4806
Thank You for Attending!
Presentations and Advisory Services
Excellence in the Patient ExperienceBy exploring the award-winning business practices of The Ritz-Carlton, you will learn the basics of how to create a service culture that not only improves the patient experience but also plays a role in the foundation of your healthcare organization.
The Ritz-Carlton ExperienceThis dynamic and interactive experience takes place at Ritz-Carlton hotels and offers attendees an opportunity to observe The Ritz-Carlton Ladies and Gentlemen in action.
Executive EducationExecutive Education is a multi-day, intensive learning solution designed for senior executives who wish to lead sustainable positive change in their organization.
Advisory ServicesThe Ritz-Carlton Leadership Center uses a research-based, multi-stage process to guide your organization to sustainable culture transformation. The Senior Advisors from The Leadership Center will work closely with you on each step of the process. Since the goal is sustainability, we do not do the work for you. Instead, we partner with you. We are there as advisors—sharing our proven techniques and assisting you as you apply these principles to your organization.
Customer Service ReenergizedYour employees must be experts in the basics of customer service. This highly interactive program focuses on the fundamental components of customer service.
Memorable Customer ServiceThis program shows you The Ritz-Carlton method for fulfilling not only the expressed but also the unexpressed wishes and needs of your customers.
Leadership & Employee EngagementThis program will focus on 12 Ritz-Carlton principles that will help you earn trust with your staff. You will also see how employees who feel valued will be more committed.
Motivating Employees By learning the tools that The Ritz-Carlton uses to inspire their staff to bring their passion to work every day, you too can create passionate advocates of your brand.
You will discover how a service excellence culture results in engaged employees and customers. You will be guided through The Ritz-Carlton Gold Standards—the foundation of our iconic, global brand.
Service Excellence Culture
The symposiums are one-day events that take place at a Ritz-Carlton hotel and include multiple presen-tations, a keynote address, a Ritz-Carlton Executive Panel and a networking reception. You will hear about the strategies and concepts that produce a sustainable culture of service excellence at The Ritz-Carlton.
Symposium: Your Journey to Service Excellence
