Public Safety invited The Ritz Carlton to lead staff through two trainings, entitled “The Art of Service Recovery” and “A Culture of Excellence.” These sessions explored how staff can respond empathetically and helpfully when service does not meet an individual's needs or expectations, as well as how managers and leadership can create a culture where employees are empowered to serve community members most effectively.
The customer service trainings complemented Public Safety’s robust and comprehensive training program for its staff, covering a wide range of areas from first responder training to compliance procedures and skills development, such as interpersonal communication, empathetic listening, and understanding implicit bias. The trainings with Ritz Carlton exemplify Public Safety’s commitment to continuous improvement and to providing exceptional service to the greater Columbia community.
“We participated in the Ritz Carlton customer service training to enhance our personnel’s abilities to provide the best customer service possible while maintaining a safe environment,” said Gerald Lewis, Vice President of Public Safety. “The Ritz Carlton brand is synonymous with outstanding customer service, and our goal is to have the Columbia University Department of Public Safety be synonymous with best safety practices as well as quality customer service to our university community.”
Both training courses emphasized participation and collaboration through small group discussions and activities. Staff members were encouraged to consider practical applications for their work at the University. For example, staff broke out into small groups to discuss realistic scenarios they encounter at work where something goes wrong and someone is frustrated. Then, staff worked together to develop empathetic responses and brainstorm potential corrective actions.
Within the hospitality industry, The Ritz-Carlton is a recognized industry leader, known for its extraordinary customer service. These trainings promoting excellence in customer service were open to Public Safety staff at all levels and other teams across Facilities and Operations.
