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TAPD Spring 2023 CE Course
Friday, April 28, 2023
9:00 am – 4:00 pm (Central Time)
Lunch 12:00 PM – 1:00 PM with intermittent breaks
Davidson-Gundy Alumni Center
The University of Texas at Dallas
800 W. Campbell Road
Richardson, TX 75080
REGISTER HERE!
The Ritz Carlton Leadership Center
9:00 am – 12:00 am (Central Time)
Creating Brand Advocates/Fundamentals of Service, Part 1 of 3
Stressed by changes spanning each of our businesses, adjusting to remote work environments, daunted by newly digitized job tasks, the engagement level of your employees can plummet— and take morale, productivity, and customer loyalty down with it. Rebuild team confidence and restore focus by re-energizing the time-tested fundamentals of customer service. Both inspiring and tactical, this session empowers your professionals to engage with empathy, handle crucial conversations with anxious customers, and lean into consistency – whether your employees are performing in-person or through a digital environment. This highly engaging virtual program will get every individual looking for solutions and functioning as a brand ambassador.
Distinctive Topics
- The Art of Adapting: A discussion on how all employees, not just the ones with big titles, are empowered to adapt and create memorable guest experience.
- Creating Customer Loyalty: The four key principles The Ritz-Carlton uses to help ensure our customers return.
- The Empowered Professional: An overview of how The Ritz-Carlton Ladies & Gentlemen look, speak, and behave to ensure they are maintaining our company brand voice. Insights on how you can be a positive ambassador for your company.
- Engaging with Empathy: Strategic and tactical advice on how to think and handle various customer interactions.
- First Person Service Recovery: Learn the difference between an engaged customer and one that is merely satisfied. Content also includes problem resolution and why consistency is imperative.
BREAKTHROUGH, details to follow
Felix Lin
1:00 pm – 4:00 pm (Central Time)
With over 20 years of business operations and leadership psychology experience, Felix helps people define where they can be their best, from executives breaking through their limiting beliefs, establishing focused and energized cultures in companies, to training hiring managers with best practices in culture-based hiring so organizations can reach their peak potential. Felix’s goal is to have empowered leaders creating fulfilled teams making a difference in their communities.