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May 13, 2013

Taking Cue From Ritz-Carlton’s Customer Service

by jingyang1

The Ritz-Carlton Hotel Company is known for its excellent customer service. The firm retains 97.5% of its clients, which speaks loud enough that its approach to client service is working.

Customers expect excellence and don’t want to be treated like the masses. Based on this root rule, Ritz-Carlton has 3 basic approaches:

-Establish a Standard Service Process to formalize many basic client interactions and spread the work of client care around the staff.

-Focus on customers’ Personal Details, remember it and customize the following services

-Employees make emotional connections with their clients

We may have already heard of lots of principles and approaches of customer service. But most companies still have very bad customer service. In fact, we should just keep things simple: to serve customers with empathy, and build the system that can realize it. 

To learn more:  http://online.wsj.com/article/SB10001424127887324662404578332021680231306.html

 

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