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 — Second, the people we serve want timeliness They don’t want to have to stand or sit around waiting for you If someone calls your customer service line and is put on hold for ten minutes, it won’t matter if the agent is totally smart and competent to solve their issue.

Horst Schulze

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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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

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.

Malik Ourari

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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

God is really only another artist. He invented the giraffe, the elephantand the cat. He has no real style, He just goes on trying other things.

Pablo Picasso

I believe in that connection between freedom and the city.

George Woodcock

That's the thing about musicians: The priority is to create something new that's never been before. And you put your life on the line every time that you play.

Charlie Haden

'Nothin' on You' changed my life: I finally feel that I reached the point where I wanna be at. At times I questioned whether it was worth the sacrifice, but now I see it was.

B.o.B

When people dont express themselves they die one piece at a time.

Laurie Halse Anderson

When I was diagnosed with cancer, like so many other people, my life changed forever.

Craig Sager

Fear nothing but your conscience.

Suzy Kassem

Put me on the river, put me on the golf course, put me on the stage - I'm having fun.

Richie Furay

If ordinary people complain that I speak too much of myself, I complain that they do not even think of themselves.

Michel de Montaigne

There are no good and bad peoples; there are only leaderships that behave responsibly or insanely.

Yossi Sarid

I do have a touch of OCD, and I used to obsess about research. But I'm better than I was. Gone are the days when I would drive to a set of traffic lights to find out if you could turn left. I finally realised it didn't matter. A book will not stand or fall on whether or not there's a branch of Starbucks in Brixton.

Mark Billingham

Golf is a matter of confidence. If you think you cannot do it, there is no chance you will.

Henry Cotton

I didn't want to be the rebel who was bottom of the class, so I worked hard. They wanted me to stay on for A-Levels, but football came calling - that was my real love.

Frank Lampard

There was this project I really wanted before 'Glee' and I didn't get cast - I went in about 13 times and I was so bummed when I didn't get it. But then a month later I got cast on 'Glee,' and I felt like it was meant to happen.

Dianna Agron

If you are pro love, you have to be a little bit disloyal to the romantic feelings that propel you in the early days.

Alain de Botton

I too turned to Websters Dictionary and it defined Harvard University as a season for gathering crops.

Andy Samberg

I believe in the power of intention to change the landscape of our society - and it is my intention to live an authentic life of compassion and integrity and action. Jamey Rodemeyer's life changed mine.

Zachary Quinto

Other prime ministers leave office and stay in London. I have come back with my whole family to Fife. This is where they are being brought up. It is better for them and better for me. It's great to see more of the kids.

Gordon Brown

I was a late bloomer.

Alia Shawkat

There is a lot of 'Halo' movie material no one has ever seen in New Zealand.

Peter Jackson

It is not in the pursuit of happiness that we find fulfillment it is in the happiness of pursuit.

Denis Waitley

I don't get up in the morning and think my mission is to end Britain. I do get up in the morning and think that my mission is to end poverty.

Douglas Alexander

War is a thugs game. The thug strikes first and harder. He doesnt go by rules and he isnt afraid of hurting people.

Anne Morrow Lindbergh