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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

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Posted on 5/22/2005 | Permalink | |

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