We can learn a lot from the Ritz-Carlton Gold Standard and its excellent customer service philosophy and direction. "Put on Liz" always means top quality and best. Where did they get this reputation? From their customers - this is well deserved.
The Ritz-Carlton is focused on caring for their customers and employees, which creates an amazing standard of customer service. In a recent independent survey, 99% of guests said they were satisfied with the experience of the Ritz-Carlton, and more than 80% said they were very satisfied. The key to impressive customer service is to create loyal customers. Loyal customers come back and spend money again and again, and are less sensitive to price. Satisfied customers may come back, but it is equally possible to go elsewhere and seek the lowest price. Therefore, satisfaction is actually meaningless, and only customer loyalty is really important.
The Ritz-Carlton staff and customer relationship approach teaches us a lot about great customer service. How can you apply for this in the company?
o Ritz-Carlton lets customers know that they are valued and encourages them to make customer and customer service a top priority. Trainers and managers focus on ensuring that employees are well versed in the Ritz-Carlton Gold Standard. For Ritz-Carlton, these gold standards are not a program, they are philosophy and lifestyle.
o Ritz-Carlton offers 250 to 300 hours of training for managers and staff in the first year
o Ritz-Carlton's philosophy is that any employee who receives a complaint from a customer has the complaint. Frontline employees, such as front desk attendants, waiters and housekeepers, have the right to spend up to $2,000 to process any customer complaints, and managers can spend up to $5,000 without additional authorization.
o The Ritz-Carlton offers manuals for quality improvement and problem-solving procedures. The manual contains approximately 1000 potential questions that customers may encounter during their stay and appropriate procedures to address them so that the customer is very satisfied with the results.
Since companies typically lose 20% of their customers each year, we obviously should spend more time, money and effort to maintain customer service and retention than to market new customers. A typical business spends 90% or more of its capital, focusing on marketing to new customers and 10% or less to retaining old customers. If you want to get the best reputation and the biggest year-on-year increase in customers and profits, then these numbers should look more like 50-50 from a profit perspective.
Suggest:
- Ensure that your managers and leaders teach, practice, promote and live with customer service-oriented ideas/lifestyles.
- Define your customer service standards clearly and train your staff to follow up at the highest level
- Use outstanding customer service as an important item for employee evaluation.
- Make sure your employees are able to resolve small customer complaints/challenges themselves - and train them to do this.
- Identify the specific problem areas you encounter in your company, brainstorm solutions, and then provide additional training and support.
- Edward Deming once said, "What can't be measured, not finished." How do you measure your results?
- Customer surveys and surveys are key. Make sure you are asking about open questions about your customers. loyalty - Not satisfied.
Ritz-Carlton senior management knows that when employees are well trained, they will do well. When employees feel that they are doing well - they feel great about their work. This can reduce employee turnover, create a positive environment, and bring win-win for employees, management and customers, and maintain profit growth. The Ritz-Carlton is a good example of what a good customer service organization can do when creating customer service concepts and win-win ideas at every level of the organization.
Check out the resource box below for more resources and training!
Orignal From: Learn the Ritz-Carlton customer service philosophy
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