Customer Service

Service Magic: Practicing the Art of Amazing Your Guests

February 24th, 2016

In this guest blog post, Chip R. Bell, a renowned keynote speaker and the author of several best-selling books, shares his unique ...

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10 Ways to Avoid Awkward Customer Service

February 3rd, 2016

Customer service is not just a checklist of activities. There is an art, style and grace to customer service. When performed well, ...

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Significant Stat: Workday Interruptions

February 1st, 2016

Research shows nurses in acute care complete 100 tasks per shift, with interruptions every three minutes. (source) Advice from Alexandra ...

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Recognizing Unexpressed Needs

January 6th, 2016

One of the Service Values at The Ritz-Carlton is “I am always responsive to the expressed and unexpressed wishes and needs of our ...

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Significant Stat: Reduce Customer Effort

January 4th, 2016

Avoiding negative words like “can’t,” “won’t,” or “don’t” can reduce Customer Effort Scores by 18.5%. ...

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Guest Story: Celebrating Guests for Life

November 25th, 2015

The employees of The Ritz-Carlton—known as our Ladies and Gentlemen—aim to craft unique, memorable and personal experiences that ...

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Etiquette & Engagement: Gratitude

November 20th, 2015

Imagine if every person acted like a lady or gentleman….. Etiquette Tip: Ladies and gentlemen have an attitude of gratitude. No matter ...

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Etiquette & Engagement: Concise

October 30th, 2015

Imagine if every person acted like a lady or gentleman….. Etiquette Tip: Ladies and gentlemen are concise when expressing ...

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Significant Stat: The Growing Value of an Exceptional Experience

October 26th, 2015

By 2020, customer experience will overtake price and product as the key brand differentiator. (source) Advice from John Cashion, Corporate ...

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Significant Stat: Reduce Customer Defection, Grow Profits

October 12th, 2015

Reducing your customer defection rate by 5% can increase your profitability by 25 to 125%. (source) Advice from Jennifer Blackmon, ...

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The Ritz-Carlton