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
352.438.0261
[email protected]
|
|
Contents
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
|
