Institute for International Research

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