Watch the two (short) videos in this discussion topic featuring The Ritz Carlton company. They have been setting the standards in exceptional customer service for decades! Discuss what stands out to you and tie these tips to this week’s readings, understanding and engaging customers. What does the employee have to do with the process?
Chapter 6: Service Marketing: Managing Customer Experience and Relationships
This chapter will begin will the basics of marketing concepts and discuss how they integrate with operations, marketing and human resources. It will dive into an extended marketing mix that is prevalent in the world of service rather than goods. Relationships are pertinent and the chapter will touch on managing these relationships and delivering the service promise, the ‘moment of promise’ and internal marketing. This chapter concludes with relationship and experience marketing.
The Employee Promise
At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests.
By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company.
The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened.
Three Steps Of Service
A warm and sincere greeting.
Use the guest’s name. Anticipation and fulfillment of each guest’s needs.
Fond farewell. Give a warm good-bye and use the guest’s name.
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