Customer Service Reenergized

Reinvigorate your customer experience professionals
To inspire a culture of consistent and genuine customer service, your employees must understand the foundations of customer engagement and how to translate this understanding into actions. This highly interactive program focuses on The Ritz-Carlton customer experience fundamentals and the essential components of customer service. Every customer interaction impacts your brand, and each employee can further your organization’s path to exceptional service.

Intended Audience

  • Professionals who are responsible for providing the customer experience through first-hand interaction, such as a Customer Service Representative, Server, Customer Experience Specialist, Receptionist, or Front-Desk agent.
  • Technical experts, such as a Customer Service Manager, Call Center Manager, Customer Experience Manager, Maître D’, or Human Resources Manager, who directly manage the service professionals with first-hand customer interaction.
  • Managers and Senior Managers directly responsible for the coaching and career development of the professionals providing the customer experience.

Learning Overview

  • Discovering how power and responsibility differ and how employees can discover their personal power.
  • Learning the importance of a polished appearance on a first impression.
  • Discussing actionable strategies for a professional presence when engaging with customers, including problem resolution.
  • How The Ritz-Carlton Motto affects employees’ views of dignity and respect and treatment of one another.
  • Understanding customer engagement and the difference between being satisfied and engaged.

Distinctive Topics

  • Personal Power: A discussion on how all employees, not just the ones with big titles, have power. The ultimate power is in creating a memorable guest experience.
  • The Keys to Great Customer Service: The four key principles The Ritz-Carlton uses to help ensure our customers return.
  • Professional Presence: 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.
  • Ideal Interactions: Strategic and tactical advice on how to think and handle various customer interactions.
  • Fundamentals of Customer Engagement: Learn the difference between an engaged customer and one that is merely satisfied. Content also includes problem resolution and why consistency is imperative.

Pricing & Details

This program is available as:
A two or three-hour onsite speaking engagement at a location and time of your preference. Please contact us for pricing and availability.


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Service Excellence Culture

Discover the building blocks of organizational excellence.
By exploring the award-winning business practices of The Ritz-Carlton, 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. You will also visit our key processes, such as onboarding and empowerment, that lead to legendary service, sustainable success, and customer loyalty.

Intended Audience

  • Technical experts, such as a Customer Service Manager, Call Center Manager, Customer Experience Manager, Maître D’, or Human Resources Manager, who directly manage the service professionals with first-hand customer interaction.
  • Managers and Senior Managers directly responsible for the coaching and career development of the professionals providing the customer experience.
  • All leaders for a function or discipline such as a Chief People Officer, Vice President of Human Resources, Chief Customer Experience Officer, Chief Patient Experience Officer, Chief Marketing Officer, Director of Finance, or Chief Executive Officer.

Learning Overview

  • Utilizing The Ritz-Carlton Gold Standards to create a culture which fosters engagement and excellence.
  • Leveraging The Ritz-Carlton Key Processes, which functions as “the systems behind the smiles” and how these processes support consistently exceptional service.
  • Discovering how your level of engagement drives both employee and customer engagement.
  • Learning how The Ritz-Carlton psychology of service creates empowerment, and what empowerment can do for your organization.

Distinctive Topics

  • The Ritz-Carlton Culture: Through this in-depth review, you will learn about The Credo, Motto, The Three Steps of Service, The Employee Promise, and the 12 Service Values of The Ritz-Carlton.
  • The Ritz-Carlton Key Process, known as “The Systems Behind the Smiles”: One cannot extend legendary service without having robust systems and processes in place. You will hear about the selection process at The Ritz-Carlton and how we onboard talent and reward and recognize our associates.
  • Employee and Customer Engagement: The foundation of driving customer engagement is having engaged employees. You will be introduced to the three levels of employee engagement and shown techniques that will enable you to personalize your service and create emotional connections.
  • The Importance of Empowerment: Empowering your employees is an imperative component of legendary service. You will learn about The Ritz-Carlton Empowerment Guidelines, including how these reduce problem resolution costs and create consistently exceptional service.

Pricing & Details

This program is available as:

  • A two, three, or six-hour onsite engagement at a location and time of your preference. Please contact us for pricing and availability.
  • It is also available as an upcoming two-day course at a Ritz-Carlton Hotel for $4500. This price includes the course Memorable Customer Service and continental breakfasts, lunches, breaks, and a networking reception on the first day.


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Memorable Customer Service

Service is the true brand differentiator, and authentic, personalized service is what drives customer loyalty.
To create customer loyalty, you must first elevate the customer experience. This journey focuses on the emotional and psychological aspects of creating a culture where personalized and impressive service is the norm. Learning will continue as you are taken through The Ritz-Carlton methods for fulfilling unexpressed wishes and needs, learning to stay-in-the-moment, and creating personalized experiences that surprise and delight. You will also discover and discuss the critical skills necessary for authentic customer engagement, and how to foster them in your employees.

Intended Audience

  • Technical experts, such as a Customer Service Manager, Call Center Manager, Customer Experience Manager, Maître D’, or Human Resources Manager, who directly manage the service professionals with first-hand customer interaction.
  • Managers and Senior Managers directly responsible for the coaching and career development of the professionals providing the customer experience.
  • All leaders for a function or discipline such as a Chief People Officer, Vice President of Human Resources, Chief Customer Experience Officer, Chief Patient Experience Officer, Chief Marketing Officer, Director of Finance, or Chief Executive Officer.

Learning Overview

  • Analyzing the psychological and emotional aspects of creating a customer experience.
  • Understanding the importance of genuine connections and how to authentically create them.
  • Reviewing The Ritz-Carlton service principles that lead to customer connections.
  • Learning what it takes to be a memorable service sensation.
  • Discovering the power of having a written service strategy.
  • Leveraging the power of anticipatory service to impress customers.

Distinctive Topics

  • Emotional Connection: A discussion about the difference between functional and emotional benefits and why this distinction is critical to brand loyalty.
  • The Ritz-Carlton Key Service Principles: An overview of the service principles that lead to authentic connections and the importance of psychology in service.
  • Becoming a Service Sensation: The five components that customers need and want in a service industry professional, regardless of organization or customer.
  • A Written Service Strategy: It is critical to offer a consistent customer experience. One of the ways this is achieved at The Ritz-Carlton is through the Three Steps of Service.
  • The Power of Anticipatory Service: You will review how to anticipate customer needs through their service journey, including how to stay-in-the-moment to increase perception, customer relationship management best practices, and how to leverage surprise and delight techniques.

Pricing & Details

This program is available as:

  • A two, three, or six-hour onsite speaking engagement at a location and time of your preference. Please contact us for pricing and availability.
  • It is also available as an upcoming two-day course at a Ritz-Carlton Hotel for $4500. This price includes the course Service Excellence Culture and continental breakfasts, lunches, breaks, and a networking reception on the first day.

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Creating an Exceptional Patient Experience

Creating an excellent service culture for patients begins with creating trust.
To create an experience that drives patient loyalty, an organization must offer consistently exceptional service to patients. Creating an organizational culture that will foster and sustain such a service culture begins by understanding the foundational business practices of The Ritz-Carlton, and how to leverage these processes in the healthcare industry. Throughout this journey, you will also learn how service provider onboarding and empowerment drives an elevated patient experience.

Intended Audience

  • All levels of professionals who are responsible for the patient experience or engagement disciplines through either first-hand interaction or management responsibility, such as a Chief Patient Officer, Vice President of Patient Experience, Human Resources Manager, Healthcare Service Representative, or a Hospital Desk Agent.

Learning Highlights

  • Understanding how The Ritz-Carlton Gold Standards are applicable to the healthcare industry.
  • Utilizing The Ritz-Carlton Key Processes, “the system behind the smiles,” to provide an elevated patient experience.
  • Driving patient engagement by creating engaged employees at all levels of your organization.
  • Creating genuinely passionate patient advocates for your brand.
  • Leveraging The Ritz-Carlton psychology of service to empower your healthcare service providers.

Distinctive Topics

  • The Ritz-Carlton Processes & Healthcare: Internalizing the key processes and systems that are the most applicable to the healthcare industry.
  • Talent Selection: The process of selecting, onboarding, and rewarding talent at The Ritz-Carlton and how this is applicable to your service providers.
  • Engagement in Healthcare: Recognizing the interrelationship between leadership engagement, provider engagement, and patient engagement and learning strategic techniques to personalize the patient experience.
  • Creating Patient Advocates Through Empowerment: Understanding how The Ritz-Carlton Empowerment Guidelines can be leveraged to reduce problem resolution costs and create an exceptional patient experience.

Pricing & Details

This program is available as:

  • A two, three, or six-hour onsite speaking engagement at a location and time of your preference. Please contact us for pricing and availability.
  • It is also available as an upcoming one-day course at a Ritz-Carlton Hotel. This price includes continental breakfast, lunch, and breaks.

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The Ritz-Carlton Experience

Explore and experience the business foundations of The-Ritz Carlton.
Explore the award-winning, transformational business practices of The Ritz-Carlton while experiencing The Ritz-Carlton ambiance. This journey will bring The Ritz-Carlton processes to life through our Ladies & Gentlemen and will provide the opportunity to observe strategic cultural practices such as a Line-Up and interact during an Employee Panel. Absorb our foundational processes, such as The Gold Standards, our key processes for onboarding and empowerment, and The Ritz-Carlton method for fulfilling unexpressed wishes, in the environment where they are all enlivened: a relaxed yet refined Ritz-Carlton hotel.

Intended Audience

  • All levels of professionals who are responsible for the customer experience or engagement disciplines through either first-hand interaction or management responsibility, such as a Chief People Officer, Vice President of Customer Experience, Human Resources Manager, Customer Service Representative, or a Front Desk Agent.

Learning Overview

  • Experiencing a Ritz-Carlton Line-Up and Employee Panel.
  • Understanding and observing the foundation of The Ritz-Carlton practices.
  • Analyzing how The Ritz-Carlton processes apply to creating a culture of engagement and empowerment.
  • Discussing the role that leadership plays in driving employee and customer engagement.
  • Learning how to foster an organizational culture of genuine customer connections.

Distinctive Topics

  • The Foundation of The Ritz-Carlton: Explore a comprehensive overview of the company’s culture, and key processes and service principles, and their real-life applicability to all organizations.
  • The Effects of Ambiance on Culture: Observe first-hand exceptional and deliberate service at The Ritz-Carlton while learning how these strategic choices foster culture.
  • Bringing the Vocabulary to Life: Understand the nuances of industry terms such as Empowerment, Engagement, Staying-in-the-Moment, and Surprise-and-Delight and how these elements are brought to life at The Ritz-Carlton.
  • The Journey of Ritz-Carlton Service: If an elevated service culture ends in personalized, anticipatory service, it begins with a clearly written service strategy. Take a sojourn through this entire process.

Pricing & Details

This program is available as:

  • A six-hour onsite speaking engagement at a Ritz-Carlton Hotel. Please contact us for pricing and availability.

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Leadership & Employee Engagement

Leaders are the first and fundamental part of creating sustained employee engagement.
Committed, engaged leadership is the foundation of employee and customer engagement. It is imperative that leaders create a strong foundational plan for business success, including sharing that plan with employees, defining the purpose of their work, and empowering employees to commit to the momentum of the plan. When making a leadership commitment to employee engagement, you will reduce turnover, create and maintain a culture of exceptional service, and increase customer loyalty.

Intended Audience

  • All leaders for a function or discipline such as a Chief People Officer, Vice President of Human Resources, Chief Customer Experience Officer, Chief Patient Experience Officer, Chief Marketing Officer, Director of Finance, or Chief Executive Officer.

Learning Highlights

  • Understanding The Ritz-Carlton Employee Promise, how it relates to the success of our business, and its applicability to your organization.
  • Operationalizing The Ritz-Carlton 12 Principles of Leadership for your own organization.
  • Reviewing how IQ, EQ, and Thought Process interrelate, and how to promote emotional intelligence in your employees.
  • Analyzing the nuances of culture versus strategy.
  • Learning to drive engagement throughout your organizational culture.

Distinctive Topics

  • Employee Promise: A discussion on how The Ritz-Carlton Employee Promise provides us with parameters and unwavering, consistent direction when creating a work environment. The components of our work environment are simple but imperative to continually improve and provide a safe environment for our employees.
  • 12 Principles of Leadership: Learn how The Ritz-Carlton has leveraged these to design our foundational culture. Review The competencies against which all the levels of managers at The Ritz-Carlton are assessed.
  • The Importance of the Leader’s Approach: There are a number of critical binary choices a leader must make, including the importance of preserving culture versus furthering strategy, or whether they want to be a boss or a leader. Internalize these distinctions and understand that your conscious choices can directly impact your employees’ engagement and your clientele of lifetime customers.

Pricing & Details

This program is available as:

  • A two, three, or six-hour onsite speaking engagement at a location and time of your preference. Please contact us for pricing and availability.

Request Pricing

Please contact us to request pricing for your engagement.

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