Volume 3, Issue 6

Special Focus Issue
Service Excellence



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Editor's Note

When was the last time you were "wowed" by customer service?  Hard to remember?  The customers of The Ritz-Carlton Hotel could answer that question easily.  
 According to Gerard van Grinsven, Vice President and Area General Manager for The Ritz-Carlton, "We are in business to WOW people."  

This special focus issue of EXPERT Magazine features The Ritz-Carlton and their exemplary customer service.  The executive management team of the Ritz-Carlton Dearborn (MI) shares their philosophy behind their extraordinary customer service and how they do what they do so you can incorporate similar practices in your business to set you apart from the competition.  

Along with the Ritz-Carlton, marketing expert Tony Alessandra offers strategies for becoming a customer-driven versus an operations-driven organization, to differentiate yourself from the competition.  And award winning speaker and trainer, Patricia Fripp shows us how empowering your people to be creative and innovative thinkers improves productivity, internal and external customer satisfaction and the bottom line.

We hope you enjoy the articles and can incorporate some of the ideas in your business.  As always, we welcome your comments.  feedback

Best regards,

Janet Delph
Managing Editor
EXPERT Magazine
[email protected]







Paragon of Customer Service Excellence - 
The Ritz-Carlton Hotel PART I

By Bill Lampton, Ph.D.

"My Pleasure" - 
The Ritz-Carlton Hotel PART II

By Bill Lampton, Ph.D.

Show and Tell - 
The Ritz Carlton Hotel PART III

By Bill Lampton, Ph.D.

Moments of Magic
By Dr. Tony Alessandra

Customer Service Means Actions, not Slogans
By Patricia Fripp, CSP, CPAE