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The Art of Service Recovery: Building Trust & Loyalty

Member Event with The Ritz-Carlton Leadership Center.

An ever-changing world has forced us all to face anxious internal and external customers who are grappling with increased wait times, unfamiliar digitized products and platforms, supply chain delays, and suspension of face-to-face services. The Ritz-Carlton has been service recovery obsessed for decades, tracking every guest incident, how it was handled, analyzing resolution success, surveying guest satisfaction, and rewarding employees for empowered solutions. In this program, The Ritz-Carlton Leadership Center will share their methodology, highlighting the connection between exceptional service recovery and brand loyalty.

May 16, 2023
8:00 am - 11:00 am