From Meh to Memorable

From Meh to Memorable:

Service Excellence Strategies Proven to Make a Difference

Angelica Ponder, a professional with more than 20 years of experience in customer-facing roles, will review how customer expectations have changed since COVID-19 and how it affects the way we interact with our customers. At the Ritz-Carlton Hotel Company, Angelica was recognized for leading her team to achieve the highest level of customer engagement for the entire company. She worked for seven years at Greystar Real Estate Partners where she was recognized for her impact with the People Pillar of Excellence Award and the Top Service Award. With her experience and knowledge, Angelica will explore the principles behind customer behavior, then use these to share examples on how to anticipate and fulfill unexpressed needs and personalize interactions.

Learning Objectives:

• Review post-COVID customer expectations and understand the important role you play
• Learn how to anticipate and fulfill unexpressed wishes and needs through personalized interactions
• Empower yourself by learning how to turn a negative service experience around and create a trusting fan