Customer Service and Business Management
Delivering Outstanding Customer Service Courses
The Greater Washington Board of Trade is proud to offer three distinct courses:
- It's All About Leadership targeted to senior-level executives. (April 10)
- Getting Started: Manager’s Survival Guide targeted to managers who have been in their position for less than a year. (July 10)
- Radar On - Antenna Up targeted to senior-level managers and executives. (November 7)
Through a strategic alliance with The Ritz-Carlton—an internationally recognized and iconic company representing the finest standards of customer care and service—the Greater Washington Board of Trade is delivering high-impact programming for the area’s business community.
The Ritz-Carlton Leadership Center courses are designed for executives and new managers to learn about The Ritz-Carlton core values and learn how to translate them into exceptionally high levels of employee and customer satisfaction and loyalty.
A two-time Malcolm Baldrige National Quality Award winner, The Ritz-Carlton Leadership Center has worked with thousands of senior executives, managers and staff from diverse industries, providing a key resource for organizations that want to benchmark The Ritz-Carlton business practices. The Ritz-Carlton courses are designed to deliver maximum benefit by addressing specific issues and providing actionable strategies at varying levels of decision making and responsibility.
For information about sponsoring this series contact Cheryl Platt.
It's All About Leadership
(Half Day Course) This class will focus on the essential leadership skills so leaders can engage and inspire their employees, who in turn will further engage your customers. Leaders must paint a very compelling picture of how every employee in an organization positively impacts the company’s strategic plan. Too often, only very senior leaders have seen the strategic plan. This class focuses on the importance of all employees understanding the strategic plan in order to execute it to provide outstanding service and financial results.
Date:
This course will be held on Thursday, April 10, 2008.
Agenda:
- Good leaders have a sense of who they really are
- Why you should reinforce your organization’s culture daily
- Always create operational alignment
- Earning trust
- Why should anyone be led by you?
- How to bring a strategic plan to life
Facilities:
This half-day course will be held from 7:30 a.m. to 11:00 a.m. at The Ritz-Carlton Pentagon City, in Arlington, VA. Breakfast will be provided.
Registration Fees:
$175 for Board of Trade members*; $225 non members*
Participants are encouraged to register early! Recommended registration should occur at least three weeks prior to the day of the course. All registration fees must be paid by the day of the course. Because a minimum and maximum number of participants is required; courses are subject to cancellation three weeks from the first day of the course. If cancellation occurs after this day, no refunds or course credit will be issued.
*Please note that The Ritz-Carlton course registration is not open to individuals representing the hotel industry.
Getting Started…
The Ritz-Carlton Manager’s Survival Guide
(Half Day Course) Demonstrates how successful Ritz-Carlton supervisors and managers approach their jobs, increase their value to the organization, and communicate and work effectively with others. This course is Ideal for team leaders and managers who have been in their positions six months or less.
Date:
This course will be held on Thursday, July 10, 2008.
Agenda:
- Four primary functions of a team leader
- Top three leadership development goals
- Maximizing relationships with bosses and peers
- Practical coaching skills
- Effective channels of communication
- Conducting effective meetings
Facilities:
This half-day course will be held from 7:30 a.m. to 11:00 a.m. at The Ritz-Carlton Pentagon City, in Arlington, VA. Breakfast will be provided.
Registration Fees:
$175 for Board of Trade members*; $225 non members*
Participants are encouraged to register early! Recommended registration should occur at least three weeks prior to the day of the course. All registration fees must be paid by the day of the course. Because a minimum and maximum number of participants is required; courses are subject to cancellation three weeks from the first day of the course. If cancellation occurs after this day, no refunds or course credit will be issued.
*Please note that The Ritz-Carlton course registration is not open to individuals representing the hotel industry.
Radar On - Antenna Up... Fulfilling Customers Unexpressed Wishes
(Half Day Course) This highly interactive course designed for senior managers focuses on important elements of delivering excellent customer service. Participants will learn the difference between express and unexpressed customers’ needs, how staying “in the moment” is key to anticipatory service, the role of consistency in legendary service and how satisfied customers are good but loyal ones are better.
Date:
This course will be held on Thursday, November 7, 2008.
Agenda:
- Legendary services does not have to cost a lot of money
- Fulfilling unexpressed wishes
- Happy customers do spend more money
- Tips to connect
- Ordinary people doing ordinary things extraordinarily well
- Three steps to service
Facilities:
This half-day course will be held from 7:30 a.m. to 11:00 a.m. at The Ritz-Carlton Pentagon City, in Arlington, VA. Breakfast will be provided.
Registration Fees:
$175 for Board of Trade members*; $225 non members*
Participants are encouraged to register early! Recommended registration should occur at least three weeks prior to the day of the course. All registration fees must be paid by the day of the course. Because a minimum and maximum number of participants is required; courses are subject to cancellation three weeks from the first day of the course. If cancellation occurs after this day, no refunds or course credit will be issued.
*Please note that The Ritz-Carlton course registration is not open to individuals representing the hotel industry.
