Staff at Swansway Group have benefitted from a visit by a guest speaker who specialises in transforming cultures in businesses.
Jennifer Blackmon spent the day with Swansway Group and shared her passion for The Ritz-Carlton business practices.
She told the audience of 100 managers from across the dealer group that she firmly believes that staff engagement leads to customer satisfaction and has proved this throughout her career at The Ritz-Carlton. She also talked about owning problems and first person resolution; whilst also looking at exceeding customer expectations, delivering unparalleled levels of service by anticipating customers’ needs, before the customer themselves has even identified that need.
Commenting on the event, Swansway Group director, John Smyth, said: “Jennifer spoke from the heart. Her illustrations of the service levels Ritz-Carlton aim to achieve were exemplary and something for us to aim at. A hundred managers from across our group attended and came away inspired with new ways to engage staff and delight customers.”
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