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  • Handling Employees’ Mistakes

    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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    Customer Service Furniture Retailer

    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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    Role-Modeling Leadership

    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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    Patient Experience Ob-Gyn

    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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    Building Customer Relationships

    January 24th, 2017

    The Ritz-Carlton Perspective Treat customers as if they will remain customers. Do not treat them as though this is the last time you will ...

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    Customer Service Software Company

    January 19th, 2017

    CUSTOMER SERVICE SOFTWARE COMPANY A millennial tweeted her happiness over discovering a new feature of a popular software program. The ...

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    Giving Employee Feedback

    January 17th, 2017

    The Ritz-Carlton Perspective When your employees receive consistent feedback throughout the year, they will not be surprised or blindsided ...

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    Customer Service Car Dealership

    January 12th, 2017

    CUSTOMER SERVICE CAR DEALERSHIP A lady had reached the end of her vehicle lease agreement and she was instructed to make an appointment ...

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    Professional Behavior

    January 10th, 2017

    The Ritz-Carlton Perspective Customers see employees as representatives of your company. Their manners, style and attitudes reflect on ...

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    Customer Service Legal Advice

    January 5th, 2017

    CUSTOMER SERVICE LEGAL ADVICE A gentleman needed legal advice, and after reviewing a law firm’s website, he felt their legal team had ...

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    The Ritz-Carlton