The Ritz Carlton Customer experience management

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David Logan on tribal leadership

Paweł Badeńskiにより

Total Quality Management - T1

T Kにより

EXLaudio

David Baileyにより

IM/KM Plan

Lori Saulibioにより

The daily line-up: "Is a 15-minute gathering of staff members designed to share customer testimonies, wins, wow stories, and what’s happening every day". Fuente:http://stephenblandino.com/2016/07/how-the-ritz-carlton-delivers-exceptional-customer-service.html

Employee training

-250 hours of training every year. -Diferent formats of traning depending on the employee, like:One to one coaching,online training, weeklong seminars,etc. Fuente:http://stephenblandino.com/2016/07/how-the-ritz-carlton-delivers-exceptional-customer-service.html

Employee Empowerment

It’s easier to solve a customer’s problem earlier than later. Fuente:http://stephenblandino.com/2016/07/how-the-ritz-carlton-delivers-exceptional-customer-service.html

The Ritz Carlton customer service "Ladies and gentlemen serving ladies and gentlemen"

Memorable customer service

Ritz Carlton Service Values

1)I build strong relationships and create Ritz-Carlton guests for life. 2)I am always responsive to the expressed and unexpressed wishes and needs of our guests. 3)I am empowered to create unique, memorable and personal experiences for our guests. 4)I understand my role in achieving the Key Success Factors, embracing Community Footprints and creating The Ritz-Carlton Mystique. 5)I continuously seek opportunities to innovate and improve The Ritz-Carlton experience. 6)I own and immediately resolve guest problems. 7)I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met. 8)I have the opportunity to continuously learn and grow. 9)I am involved in the planning of the work that affects me. 9)I am proud of my professional appearance, language and behavior. 10)I protect the privacy and security of our guests, my fellow employees and the company's confidential information and assets. 11)I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment. fuente:http://www.ritzcarlton.com/en/about/gold-standards

Kids experience

The Credo

Employee selection

“We don’t hire for technical talent but for natural talent.” It’s easier to train technical talent, but natural talent makes the difference Fuente:http://stephenblandino.com/2016/07/how-the-ritz-carlton-delivers-exceptional-customer-service.html