Excellence in Healthcare & Brand Differentiating Service

Excellence in Healthcare & Brand Differentiating Service

Date: Friday, November 7,2025  |  Speaker: The Ritz-Carlton Leadership Center

Location:
BMO Centre
1912 Flores Ladue Parade SE
Calgary, AB T2G 2W1
Canada

Course Description:

Excellence in Healthcare | Building Success from Within

Creating an excellent service culture for patients begins with creating trust. To create an experience that drives patient loyalty, an organization must offer consistently exceptional service to patients. Creating an organizational culture that will foster and sustain such a service culture begins by understanding the foundational business practices of The Ritz-Carlton, and how to leverage these processes in the healthcare industry.  Throughout this journey, you will also learn how service provider onboarding and empowerment drive an elevated patient experience.

Distinctive Topics

• The Ritz-Carlton Processes & Healthcare: Internalizing the key processes and systems that are the most applicable to the healthcare industry.

• Talent Selection: The process of selecting, onboarding, and rewarding talent at The Ritz-Carlton and how this is applicable to your service providers.

• Engagement in Healthcare: Recognizing the interrelationship between leadership engagement, provider engagement, and patient engagement and learning strategic techniques to personalize the patient experience. 

• Creating Patient Advocates Through Empowerment: Understanding how The Ritz-Carlton Empowerment Guidelines can be leveraged to reduce problem resolution costs and create an exceptional patient experience.

Brand Differentiating Service | Delivering an Elevated Experience

At The Ritz-Carlton, creating guests for life is an inherent part of doing business because every Lady and Gentleman is educated in the emotional and psychological aspects of service.  With this program, you will learn how our time-tested methodologies foster a culture of personalized service and genuine care.  Demystifying the legendary Ritz-Carlton Mystique, we will show you exactly how to anticipate and fulfill unexpressed needs, pivot quickly to customize interactions, and create indelible impressions. 

Distinctive Topics

• Emotional Connection: A discussion about the difference between functional and emotional benefits and why this distinction is critical to brand loyalty. 

• The Ritz-Carlton Key Service Principles: An overview of the service principles that lead to authentic connections and the importance of psychology in service. 

• Optimizing Every Interaction: The five components that customers need and want in a service industry professional, regardless of organization or customer.

• A Written Service Strategy: It is critical to offer a consistent customer experience.  One of the ways this is achieved at The Ritz-Carlton is through the Three Steps of Service.

Creating a Legendary Experience: A review of how to anticipate customer needs through their service journey, including how to stay-in-the-moment to increase perception, customer relationship management best practices, and how to leverage surprise and delight techniques.

--

Team member registration is intended exclusively for dental office staff, including Dental Assistants, Hygienists, and Front Office personnel.