We can learn a lot from the Ritz-Carlton Gold Standard and their exceptional customer service philosophy and orientation. "Ritz-placed" has always been of high quality, the best of the best. Where did you get this reputation? From customers – well deserved.
Ritz-Carlton focuses on caring for customers and employees, creating a high-quality customer service. According to a recent independent survey, 99 percent of guests are satisfied with the Ritz-Carlton hotel experience and are more than 80 percent satisfied. The key to stunning customer service is to create loyal customers. Loyal customers come back again and again to make money and less price-sensitive. Satisfied customers can return, but I'm probably going to go elsewhere and look for the lowest price. Therefore, satisfaction is virtually meaningless and only customer loyalty really matters.
Ritz-Carlton's employee and customer relationship approach can teach you a lot about exceptional customer service. How can you apply them within a company?
o Ritz-Carlton customers know they are valued and encouraged to make customers and customer service a priority. Trainers and managers focus on staff knowing the Ritz-Carlton Gold Standards. For Ritz-Carlton, these Gold Standards are not a procedure but a philosophy and a lifestyle.
o Ritz Carlton provides 250 and 300 hours of training for executives and employees in the first year
o The Ritz The Carlton philosophy is that any employee who has received a complaint from the guest is the owner of this complaint. First-class staff, such as writing services, bells and housewives are empowered to spend up to $ 2,000 on customer complaints, and executives can spend $ 5,000 without additional permission
o Ritz Carlton has a handbook for quality improvement and problem solving procedures. The manual contains about 1000 potential problems that clients have during their stay and the appropriate procedures (s) to address these challenges so that the client is exceptionally satisfied with their outcomes
. our customers need to spend more time, money and energy on customer service and storage than they are selling to new customers every year. A typical business spends 90% or more of the funding and focuses on marketing to new customers and 10% less to retaining old customers. These numbers have to look much better in terms of profitability than those in the age of 50 to 50 if they want to achieve the best reputation and the greatest growth in terms of customers and profits over the previous year. Recommendation: 19659002] – Define Customer Service Standards Clearly and Educate Employees for Highest Level Tracking
– Ensure that leaders and executives teach customer service-oriented philosophy / way of life, Exceptional customer service is an important element of employee reviews
– Make sure your employees are able to solve small customer complaints / challenges – and train them to do this well
– Identify the problem areas in your business, get ideas-rich solutions, then provides further training and support.
– Deming Edward once said, "It's not measurable, it does not happen." How do you measure the results?
– Customer questionnaires and surveys are key. Make sure you ask open-ended questions that focus on your customers. Loyalty – Not satisfied.
The Ritz-Carlton top manager knows that when employees are well trained, they do a great job. And when employees feel they do a great job – they feel great in their work. This reduces staff turnover, creates a positive environment, and benefits employees, management, customers, and makes profits. Ritz-Carlton is a wonderful example of what a well-functioning customer service-oriented organization is when creating customer service thinking and winning philosophy at all levels of the organization
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