Celebrating Customer Service Excellence 
Jeff Hargett
Thursday, March 27th, 2008 | 9:45AM-10:45AM
Radar On -Antenna Up! Fulfilling Customers’ Unexpressed Wishes
Jeff Hargett, Corporate Director of The Ritz-Carlton Leadership Center, THE RITZ CARLTON HOTEL COMPANY, LLC
Learn from the experts who used the customer service to set them apart and launched a brand name synonymous with its world class service.
Learning Objectives:
- Legendary Service does not have to cost a lot of money
- The three steps of service
- Olympics-gold vs. silver
- Radar on and antenna up
- Fulfilling unexpressed wishes?
- Wow stories
- Happy customers do spend more money
- Loyalty leads to forgiveness
- Tips to connect
- Consistency is key
- Ordinary people doing ordinary things extraordinarily well
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