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:

  • 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.
  • It is also 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.

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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:

  • 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.
  • It is also 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.

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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:

  • An upcoming one-day course at a Ritz-Carlton Hotel. This price includes continental breakfast, lunch, and breaks.
  • It is also 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.

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Organizational Excellence Through Executive Leadership

Engaged leaders are foundational to fostering talent and improving performance.
Discover how a culture of exceptional service and customer experience begins with engaged leadership. This in-depth experience will help you understand the systems and processes that are foundational to The Ritz-Carlton for nurturing talent, improving employee performance at all levels, and driving employee and customer engagement. This includes a better understanding of best-in-class practices for selecting, onboarding, and rewarding talent. To further benchmark your understanding, you will have the opportunity to experience the institutional Ritz-Carlton Line-Up and will be able to ask questions of both an Employee Panel and a Leadership Panel.

Intended Audience

  • Organization leaders responsible for the human resources, customer service, employee engagement, or customer experience disciplines, such as a Chief People Officer, Vice President of Human Resources, Chief Customer Experience Officer, Chief Patient Experience Officer, or Chief Executive Officer.

Learning Overview

  • Experiencing a Ritz-Carlton Line-Up, Employee Panel, and Leadership Panel.
  • Reviewing and understanding the processes, systems, and models that are the foundation of The Ritz-Carlton business model.
  • Understanding the selection, onboarding, and reward processes at The Ritz-Carlton, and how those can be leveraged for your own organization’s success.
  • Learning how to drive engagement at all levels of your organization, including your leadership team.
  • Determining how your organization can leverage empowerment to drive efficiency and lower costs.
  • Internalizing how established systems, such as The Kirkpatrick Training Evaluation and The Malcolm Baldrige Criteria, can help you assess training assessment ROIs and create a systematic approach to improve performance.

Distinctive Topics

  • Key Executive Systems: Learning The 12 Service Values of The Ritz-Carlton, The Performance Appraisal System, The Human Capital Process System, Strategic Planning Process, and Change Management Model.
  • A Leader’s Approach to Talent: How leaders should apply The Ritz-Carlton selection, onboarding, and talent recognition systems to their own organizations.
  • The Kirkpatrick Training Evaluation: An understanding of this system will lead to a better assessment of the ROI for training in your organization.
  • The 5 Cs of Leadership: This tool will help you assess the leadership qualities of the individuals in your organization.
  • The Malcolm Baldrige Criteria: Imperative criteria which will guide you to improve your business results, create a systematic approach to improve performance, and drive innovation.

Pricing & Details

This program is available as:

  • A three-day course at a Ritz-Carlton Hotel. Pricing includes continental breakfasts, lunches, breaks, and a networking reception on the first day. Please contact us for pricing and availability.

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