View Available Dates

Full day (5-6 hours)
Half day (3-4 hours) *
Key Note Speaker (1-2 hours) *

* Available for On-Site Presentations Only

Please complete our On-Site Form in the Information Kit.

This program will have you one the edge of your seat wanting more. It was designed for organizations who are ready to take their customer service experience to the next level. It focuses on important elements of subtle nuances of delivering excellent customer service in a consistent manner. This program is great for employees at all levels of your organization.

By the end of the session, participants will know and understand

• The Difference Between Expressed and Unexpressed Customers’ Needs
• Staying “In The Moment” is Key to Anticipatory Service
• The Role of Consistency in Legendary Service
• Satisfied Customers are Good, Loyal Ones are Better

Full Day Agenda

• Legendary Service Does Not Have to Cost a Lot of Money
• Olympics - Gold vs. Silver Medal
• Fulfilling Unexpressed Wishes
• Happy Customers do Spend More Money
• Tips to Connect
• Ordinary People Doing Ordinary Things Extraordinarily Well
• The Three Steps of Service
• Radar On-Antenna Up
• “Wow” Stories
• Loyalty Leads to Forgiveness
• Consistency is Key

Half Day Agenda

• Legendary Service Does Not Have to Cost a Lot of Money
• Fulfilling Unexpressed Wishes
• Happy Customers do Spend More Money
• Ordinary People Doing Ordinary Things Extraordinarily Well
• The Three Steps of Service
• Radar On-Antenna Up
• “Wow” Stories
• Loyalty Leads to Forgiveness
• Consistency is Key

*Added Bonus for Individual Class Attendees Only*
Attend Ritz-Carlton Daily Line-Up and Q & A with Employee Panel

Team leaders and managers