Latest News Int’l Vision Expo and Ritz-Carlton Partner on Customer Service CE Course at Vision Expo West By Staff Wednesday, July 16, 2014 12:24 AM NORWALK, Conn.—For the first time at International Vision Expo & Conference West, The Ritz-Carlton Leadership Center will share its customer service philosophy and delivery expertise with attendees in a two-hour continuing education course, “ Radar On-Antenna Up: The Ritz-Carlton Method of Fulfilling Unexpressed Wishes and Needs,” to be held Saturday, Sept. 20 from 8:30 to 10:30 a.m. in the EYEMAX Theater at the upcoming show/conference in Las Vegas. “Today’s eyewear consumers are more informed than ever before,” explained Dave Ziegler, OD, FAAO, a member of the International Vision Expo Conference Advisory Board. “As a result, they demand a high level of customer service at every touch point and these experiences significantly influence their buying behavior and decision making. This changing consumer mindset offers eyecare professionals the opportunity to grow their business in exciting ways, if they understand the nuances of customer behavior. Vision Expo’s customer service-oriented curriculum is unmatched in this area.” Led by Joseph Quitoni, corporate director, Culture Transformation, at The Ritz-Carlton Leadership Center, the course will emphasize the number of elements needed to deliver exceptional customer service in a consistent manner. Topics will include: Ritz-Carlton Service Principles Leading to Emotional Connections, The Importance of a Written Service Strategy, Gold Medal vs. Silver Medal…Radar On-Antenna Up and the Power of Surprise and Delight. Overall, Vision Expo West boasts nearly 400 total hours of continuing education credits and 19 specialty tracks. Vision Expo West will feature a total of 14 hours of continuing education dedicated to the customer experience. Among these, nationally known customer service expert, Scott Deming, will deliver the popular four-hour Chief eXperience Officer (CXO) Certificate Program on Sept. 18 from 8:30 a.m. to 12:30 p.m. The program, unique to Vision Expo, focuses on helping eyecare professionals understand how to differentiate their business and create demand with a personalized approach to eyewear and eyecare delivery. Also on Sept. 18, Deming will present “ Perceptual Reality: Seeing Your Business Through Your Customers’ Eyes.” “Quality customer service is an essential component to the business of eyewear, but is not always a core focus for professionals who have so much on their plates already,” added Mark Dunbar, OD, FAAO, co-chairman of the International Vision Expo Conference Advisory Board. “By bringing in non-industry experts who can educate on the value of the customer experience, and how it can influence all areas of a business, Vision Expo attendees are able to return to their practices with a new perspective on how to achieve success.” Registration is open for Vision Expo West, held at the Sands Expo & Convention Center in Las Vegas, Nev. (Education: Sept. 17-20, Exhibition: Sept. 18-20).