We’ve had the great welcome and have complied with the customer’s wishes. Now comes the final part of customer service, which is saying good-bye. It’s always important to say, “Thank you for coming in today,” or “Thank you for allowing us to serve you. — A sincere goodbye makes people feel positive about a return visit. Whatever skepticism they may have harbored about the organization is being replaced by trust. Inside their head, they’re saying, They sound like they like me. Maybe I’ll go back again. Example:

Malik Ourari

Excellence Wins

Horst Schulze

Exellence Wins

Hospitality Management

Malik Ourari

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“profit is the applause you get for creating a motivating environment for your people so that they will take care of your customers.”

Horst Schulze

“Ladies and Gentlemen Serving Ladies and Gentlemen”

Horst Schulze

“Horst has always seen his employees as business partners.”

Malik Ourari

“Very few people come to work to be negative or to do a lousy job. People come to contribute to a purpose. When we invite them to join us, to take on positions that befit them, their talents can blossom.

Horst Schulze

If you’re in the general business arena, as I am, you will speak most naturally about customers or “ guests. I’ll be doing this throughout the coming chapters. If you’re a consultant, adviser, or counselor, you’ll probably call them “clients.” If you work for a government entity, you’ll say “citizens” or “taxpayers.”

Malik Ourari

“If you’re selling hot dogs at the ballpark, obviously the fans want hot dogs—at the lowest possible price. If you’re running a school, parents want their kids to be educated—while paying the lowest possible taxes and fees”

Horst Schulze

Its important as a entrepreneur to get meaningful information from a wide pool of individuals. One way to get them without spending a fortune is to pay attention to ongoing surveys of customer satisfaction This feedback can be gathered in various ways: comment cards, follow-up phone interviews or online questionnaires

Horst Schulze

I learned that deep down inside, hotel guests want to feel assured that everything is under control, and that any problem will be resolved right away. They don’t want to wait three hours. They want to unload their feelings on the closest person they see.

Horst Schulze

“Real knowledge of the customer is absolutely essential. Without it, you cannot serve your market in a way that is superior to the competition.”

Horst Schulze

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No matter what field you’re in, I can guarantee that the people you serve want three main things. First, they want a product or service or other output with no defects. When I talk about defects, I’m thinking not just of physical defects say, a sticky door or a noisy toilet. I’m also including process or system defects

Horst Schulze

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Finally, they want the person with whom they’re dealing to be nice to them. They want to sense a caring attitude. In fact, this third desire is greater than the first two combined. It can atone for other shortfalls.

Horst Schulze

Two more customer desires have arisen in recent years. No matter what your standard product may be, people these days seem to be more and more interested in individualization and personalization.

Malik Ourari

Customers’ preferences keep changing. If you think you know them well today, you will still need to keep learning next year and the next and the next. Organizations and their leaders have to keep adjusting.

Dirk kreuter

understanding what means most to the public we serve is essential, even if it is not always easy.

Horst Schulze

Customer service starts the instant you make contact with an individual. Customer service starts at the front door or with the first ring of the phone. The first step of service is ➡️offering a great welcome⬅️.

Horst Schulze

Many of the smallest things we do have an impact on customers. They listen to how we talk When an organization builds a reputation for quality service, it creates a unique reputation.

Malik Ourari

I have taught my hotel staff that this welcome needs to happen as soon as the person gets within ten feet of them.

Malik Ourari

I learned that if a customer’s first four contacts with our hotel go well (for example, the phone reservation clerk, the doorman, the bellman, and the front desk), there will be virtually no complaints thereafter.

Horst Schulze

The second step is complying with the customers wishes. The focus here is not on your agenda but theirs. Yes, you want to make a sale. But what is most important is what is on their mind. That is why you say “How may I help you? I’m happy to do so” And then you listen—really listen to see what is front-of-mind for them

Horst Schulze

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Customer service isn’t just for those who face the public. It also extends to people inside an organization who deal with each other. Every employee in every department needs to figure out who their internal customer is.

Horst Schulze

There are two warning signals from the staff of troubled companies. The first warning signal is the overuse of the pronoun they. This telegraphe a rupture between departments or between upper and lower echelons. “Well, they won’t let us do such and such,” or “They messed up,” or “They just don’t get it.”

Horst Schulze

I’m not a big fan of desks with signs reading “Customer Service.” It sends a silent message to the rest of the employees that they don’t have to mess with such problems or serve customers because “Customer Service” will take care of it. No!

Horst Schulze

Service always implies caring. Make customer service a reality, not just a label, we have to hire the right kind of people and orient them thoroughly at the start, and then we have to repeat our values again and again. Every last employee contributes to creating loyalty among customers.

Horst Schulze

Sometimes a customer service problem or any defect, for that matter is rooted as much as five steps away from where it shows itself. One solitary person at a counter somewhere can’t solve it alone. It needs the best thinking of everyone connected to the process..

Malik Ourari

2% of customers simply cannot be pleased. They’re clearly irrational. They want things you can’t afford. Or they want things that will irritate the other 98% But even these people do not give us an excuse to stop being ladies and gentlemen. That is who we are and must continue to be whether others appreciate it or not

Malik Ourari

If I were to retire, I would keep my family's interest in the company the same and say, Don't sell.

Sheldon Adelson

The only crime I'm guilty of is being a young black woman.

Foxy Brown

We will never win this war until we understand the effect that Guantanamo Bay has had on the overall war effort. And we'll never get the support of the American people if we can't prove to them that these folks that we're dealing with are not common criminals. We're going to keep them - keep you safe from them.

Lindsey Graham

A magician is an actor playing the part of a magician.

Jean Eugene Robert-Houdin

An autobiography is an obituary in serial form with the last installment missing.

Quentin Crisp

White artists have made millions of dollars off music they stole from black artists. I don't blame all the white artists. I'm a huge Stevie Ray Vaughn fan, and he was always very gracious about where he learned his music. But a lot of the time, you'd think the white guys thought it up. Hey, hasn't anyone heard of Muddy Waters?

Ato Essandoh

Loving yourself is the greatest revolution.

Unknown

I like it when songs develop in some way. Four minutes usually isn't enough time for something to develop musically.

Donald Fagen

I had a hope that the Iraqis would embrace a new government, would establish a new Iraq very quickly, and, but I never had that as an expectation.

Tommy Franks

What we have to learn, in both meditation and in life, is to be free of attachment to the good experiences, and free of aversion to the negative ones.

Sogyal Rinpoche

The Holy Scriptures are that divine instrument by which we are taught what to believe, concerning God, ourselves, and all things, and how to please God unto eternal life.

John Robinson

Sharpe is my favorite role of all that I've played. He's a very complex character. He knows that he's a good soldier, but he will always have to fight the prejudice of aristocratic officers because of his rough working-class upbringing. On the battlefield, he's full of confidence - but off it, he is unsure, a bit shy and ill at ease.

Sean Bean

I remember watching Gilda Radner when I was a kid and everyone thought she was so funny and no one ever said that she was a funny woman, she was just funny.

Rachel Dratch

I wasn't brought up to be dazzled by money or fame.

Elizabeth Kostova

Lesson to would-be fame seekers: It's not really a new world when it comes to celebrity. There are no shortcuts. It's still talent, perseverance and hard work. Even the speed and reach of the Net can't create lasting value and income overnight.

Sarah Lacy

All best-of lists should close with the amazing Kelly Link.

Karen Joy Fowler

History gossip well told.

Elbert Hubbard

You can't get all of your news from Jon Stewart, especially since it's a comedy show.

Joe Klein

Words are memes that can be pronounced.

Daniel C. Dennett

The highest of highs is to have a new routine that you're just breaking in and that's working, and that's - you're one step removed doing a situation comedy because you have a live audience there.

Bob Newhart

Passion is no respecter of persons. She hardly seems to select her victims.

Elizabeth Bibesco

I read hugely as a child, but I slowed up when the print got smaller. I am a very slow reader. I don't know why. Maybe it is like some people chewing their food for ages and some wolfing it down.

Geraldine McCaughrean

A good part of the work is just reading a manuscript and coming to the office. I can't imagine wanting to even read an article about book publishing.

Sonny Mehta