Secretarial Services:Customer Service Gold Standards

I came upon a tid-bit of information... Ritz-Carlton chain of hotels has a rule for their employees: "Escort guests rather than pointing out directions to another area of the Hotel."Wow. That is a simple idea. And so very revolutionary - hardly any hotel does that. I began wondering if Ritz-Carlton, which is so famous for its customer service, has any more such simple rules.And found not one, but 19 other rules. Some more tid-bits include: Whoever receives a complaint will own it. Each employee is empowered. For example, when a guest has a problem or needs something special you should break away from your regular duties, address and resolve the issue. "Smile - we are on stage." Always maintain positive eye contact. Use Ritz-Carlton telephone etiquette. Answer within three rings and with a "smile." You'll enjoy reading all the 20 Golden Standard rules of Ritz-Carlton more...


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