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April 30th, 2018
John's Perspective Service recovery is a necessary part of conducting business. Invest in executing it properly and even in the ...
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February 28th, 2017
The Ritz-Carlton Perspective How much time are you spending each week speaking to your employees about passion and the purpose of their ...
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February 23rd, 2017
Customer Experience: Airlines A couple arrived at the airport for their flight, and the monitor indicated that their plane was on time. ...
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February 21st, 2017
The Ritz-Carlton Perspective Peering at your computer or smartphone or having your back to the customer is not a warm welcome. It leaves a ...
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February 14th, 2017
The Ritz-Carlton Perspective Emotion should not be a part of problem resolution. Data is key. Ask employees for facts—not feelings. DOs ...
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February 9th, 2017
RESTAURANT CUSTOMER EXPERIENCE A family returned to dine at a chain restaurant that had recently changed its menu. The menu had fewer ...
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February 7th, 2017
The Ritz-Carlton Perspective The best leaders teach employees to take ownership for their mistakes. Everyone makes mistakes, and everyone ...
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February 2nd, 2017
CUSTOMER SERVICE FURNITURE RETAILER A gentleman ordered furniture at his hometown store before he moved out-of-state. The furniture ...
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January 31st, 2017
The Ritz-Carlton Perspective Leaders set the tone. When leaders are grumpy and disengaged, how can they expect their employees not to be ...
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January 26th, 2017
PATIENT EXPERIENCE OB-GYN Early in her pregnancy, a woman visited an ob-gyn recommended by her primary care physician. The ob-gyn was ...
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