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