3:30pm – 6:30pm

S13 The Ritz-Carlton Leadership Center presents: The Art of Service Recovery - Building Trust and Loyalty
3 CME credits
Registration fee: $350
Ritz Carlton Speaker TBD
Level: Comprehensive Organization: Didactic Lecture

In this knowledge transfer session, we share our methodology, highlighting the connection between exceptional service recovery and brand loyalty. An ever-changing world has forced all of us to face anxious internal and external customers who are grappling with increased wait times, unfamiliar digitized products and platforms, altered product menus, and continued supply chain delays.

The stakes are higher than ever to architect and implement effective recovery strategies. This high-energy, interactive program will also inspire collaboration across your team and focus on the power of awareness and anticipation to deploy frictionless problem resolution.

Distinctive Topics

• Problems or Opportunities: A change in mindset can change your approach. Learn how The Ritz-Carlton turns customer problems into opportunities to rebuild trust and loyalty.
• Fundamentals of Listening: Discuss the different types of listening and explore the best practices we implore in listening and build awareness to demonstrate empathy.
• An Empowered Apology: Review key components of an effective and authentic apology, how to handle various customer issues and how to take ownership for customer retention.
• Effective Service Recovery: Explore the Ritz-Carlton best practices for effective service recovery that drive successful outcomes for both consumers and brands alike. Empowerment plays a key role in the success of service recovery. Additionally, participants will learn the Ritz-Carlton Empowerment guidelines that allow employees to feel confident and deliver upon our brand’s promise