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  • Fostering Great Service

    December 13th, 2016

    The Ritz-Carlton Perspective Great service comes from the heart. If you have the spirit to serve and are genuine, you can extend ...

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    Customer Service Car Insurance

    December 8th, 2016

    CUSTOMER SERVICE CAR INSURANCE A gentleman needed to update his car insurance policy and he chose to take care of it online. He went ...

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    Engaging With Your Customers

    December 6th, 2016

    The Ritz-Carlton Perspective Closed questions do nothing to connect with customers or patients because they lead to “yes” and “no” ...

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    Teachable Moment: Resolve Guest Problems

    December 1st, 2016

    SCENARIO Two women have been waiting for their brunch order. They flag down the waiter, and one of the women complains, “we’ve been ...

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    Significant Stat: Genuine Fundraising

    November 29th, 2016

    Workplace Challenge “Fundraisers who are paid to raise money for a charity they care about may be less effective than those that ...

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    Significant Stat: Grateful for Experiential Purchases

    November 22nd, 2016

    Workplace Challenge “People are more grateful for what they’ve done than what they have, and that gratitude can lead to greater ...

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    Teachable Moment: Drive Excellence

    November 17th, 2016

    SCENARIO A ride share driver picks up and drops off passengers around a city. The driver often makes conversation with passengers, but ...

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    Significant Stat: Is Variety the Spice of Life?

    November 15th, 2016

    Workplace Challenge “Engaging in a variety of activities from day to day can make us happier, but too much variety in too short a time ...

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    Teachable Moment: Speak your Customers’ Language

    November 10th, 2016

    SCENARIO A dental hygienist conducts a regular cleaning for a patient. The patient is a very active and athletic young professional whose ...

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    Significant Stat: Company as a Role Model

    November 8th, 2016

    Workplace Challenge “Consumers’ perceptions of the company are key to their complying with conservation requests.” (source) The ...

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