The document discusses five leadership principles for providing exceptional customer service from The Ritz-Carlton Hotel Company. It introduces the principles of defining and refining customer service, empowering employees through trust, delivering "wow" experiences, and leaving a lasting footprint on customers. The meeting is intended to help teams realize the importance of customer service and how these principles can lead to effective, first-class service.

1. The New Gold Standard 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company

2. Meeting Objective To help your team realize the importance of providing exceptional customer service, and five leadership principles that can lead to effective and first class service that makes a difference.

3. Meeting Adapted From… This meeting is adapted from the book “The New Gold Standard - 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company,” by Joseph A. Michelli, McGraw Hill Publisher.

4. Question? What does customer service mean to you?

6. Empower Through Trust How do you build trust with consumers today?

7. Empower Through Trust “ The service we render to others is really the rent we pay for our room on this earth. It is obvious that man is himself a traveler; that the purpose of this world is not “to have and to hold” but “to give and serve.” There can be no other meaning. - Sir Wilfred T. Grenfell

8. Remember… “ You can win more friends in two weeks by showing people you are genuinely interested in them than in two years by trying to get people interested in you.” Dale Carnegie

11. Closing Quote Achievement is largely the product of steadily raising one’s levels of aspiration and expectation. Jack Nicklaus