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Guest Stories

Guest Story: Personal Customer Experience

July 29th, 2015

Studies show that “companies with engaged employees outperform those without by up to 202 percent.” That’s a huge impact on your ...

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Guest Story: Expressed and Unexpressed Needs

June 24th, 2015

To provide excellent customer service, your organization must meet and exceed the expressed and unexpressed needs of your customers or ...

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Guest story: Discretionary Effort

May 27th, 2015

The Ritz-Carlton could not provide unique, memorable and personal experiences for their guests without the efforts of their dedicated ...

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Guest Story: Memorable Service

March 25th, 2015

The Italian poet, Cesare Pavese, noted that: “We do not remember days; we remember moments.” Some milestones are especially ...

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The Privilege of Customer Service

February 25th, 2015

Working in customer service may not always seem like a privilege. Customers can be unkind, irritable and even angry. However, when you are ...

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Buffet Tour Guide

January 28th, 2015

The trick to unique, memorable and personal service is to meet the customer’s unexpressed and expressed needs. This can be achieved ...

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Legendary Customer Service Makes Memories

December 24th, 2014

Think back over your customer service interactions this past year—every time you ate at a restaurant, shopped in a store, had a ...

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Unique Customer Experience

November 26th, 2014

One of the reasons customers choose The Ritz-Carlton brand is because of our reputation for providing legendary service. Legendary service ...

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Customer Service Problem Resolution

October 22nd, 2014

Problem resolution is an art that requires grace, finesse, patience and practice — and the single best way to help customers when they ...

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The Leadership Echo

September 24th, 2014

The following is a guest post reprinted with permission from the Chip Bell blog. Chip Bell is the author of six best-selling books and has ...

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