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Motivational Speaker, Coach, and Trainer, Coach Jim Johnson

Do you have a good customer service story?

When was the last time you received outstanding customer service?

I recently listened to the Corporate Competitor Podcast with Don Yaeger, and their guest was Horst Schulze, Co-Founder of The Ritz-Carlton Hotel.  A lot of their discussion was around the importance of customer service and some of the measures the Ritz-Carlton takes to ensure their guests have a memorable stay.  In the #CJJblog this week I give you some examples and tips on how you can also provide exceptional customer service.  Enjoy.

  • Tennis Club of Rochester.  Most of you know that I am an avid tennis player.  I mostly play at the Tennis Club of Rochester here in Pittsford, NY and one of my recent visits involved some simple, yet memorable customer service.  A front desk woman, instead of pointing and verbally giving me directions (which would have likely confused me), personally walked me to my destination on a separate floor in the facility.
  • Wegmans.  One of my other friends told me a story about a time when he was dating a woman years ago and before a date, she ripped her pantyhose.  He sprung into action and went to the local Wegmans to retrieve her a new pair.  While obviously confused looking through the aisles, an employee saw this, called his girlfriend, and helped him pick out the appropriate pair suited for her.
  • Podcast.  While listening to this podcast episode, Horst Schulze outlined five key practices all Ritz-Carlton employees are to abide by:
    • We are ladies and gentlemen serving ladies and gentlemen
    • Each employee has a $2,000 budget to correct a problem for a guest
    • Customer complaints are to be owned and handled by whomever it is presented to
    • Take guests to their destination, no giving directions
    • Greeting system – To greet all guests by name

Did You Know?  Coach Jim Johnson wants you to listen to the Don Yaeger podcast episode with Horst Schulze on customer service and tell him what you think! – Listen HERE

Life Tip #8:  Use the Platinum Rule – Treat people how they want to be treated, not how you want to be treated.

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