1/29/2024
8 am Registration and workshop from 9 am - noon

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Member Event
Training

Elevate Your Service Excellence

Participating in this no cost program, you'll discover how Ritz-Carlton proven methods cultivate a culture of personalized service and genuine care, whether in-person or through virtual engagement. The training unveils the secrets behind the Ritz-Carlton mystique, guiding you on anticipating unexpressed needs, adapting interactions swiftly, and leaving lasting impressions to foster passionate brand advocates both internally and externally.
 

About the program

Monday, January 29, 2024
8:00 a.m. Check-in and Registration
8:45 a.m. Welcome
9:00 a.m.- 12:00 p.m. Workshop

Where
Southern Illinois Center DuQuoin State Fairgrounds

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.
• Optimizing Every Interaction: 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.
• Create Brand Advocates: 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.

There is no cost for this workshop, but registration is required. Visit Brand Differentiating Service: Delivering an Elevated Experience by Ritz-Carlton Leadership Center (ecenterdirect.com)

To allow more organizations to participate, the workshop is limited to business owners and managers and to two people from each organization.

This customer service training will be immediately followed by a 2024 total solar eclipse workshop. Lunch will be provided for individuals attending both trainings.  Registration for the total solar eclipse training is not limited and open to all who are interested in attending.  More information and registration details can be found at Are You Ready for the 2024 Total Solar Eclipse? Lessons Learned in 2017 for Communities and Business (ecenterdirect.com)

Southern Illinois Center at Du Quoin State Fairgrounds
655 Executive Dr
Du Quoin, IL 62832

click here for Google Maps

Illinois SBDC at SIU Carbondale
(phone: (618) 536-2424)

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