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

Donuts. Is there anything they can't do?

Matt Groening

That's the thing about fiction writers: what seems alarming or particular or perverse about them is simply the shape of their brain - they cannot be otherwise.

Zadie Smith

There are things one must do for oneself.

Robert Mugabe

I'm not one of these guys who's constantly in a relationship, not at all.

Robert Pattinson

If you don't have my army supplied, and keep it supplied, we'll eat your mules up, sir.

William Tecumseh Sherman

The forces in a capitalist society, if left unchecked, tend to make the rich richer and the poor poorer.

Jawaharlal Nehru

Even before Barack Obama and Hillary Clinton threw their exploratory committees into the ring, every reporter seemed to be asking, 'Which candidate are Americans more ready for: a white woman or a black man?'

Gloria Steinem

The things you think about determine the quality of your mind. Your soul takes on the color of your thoughts.

Marcus Aurelius

President Bush says he is concerned about the Iraqi people, but if Iraqi people are dying in numbers, then American policy will be challenged very strongly.

Peter Arnett

What's so special about this team is that we all have the same mentality, this sort of, 'We've been knocked down, let's get back up' mentality.

Candace Parker

Whether labeled as such or not, I think every book I've ever written has been, more or less, a romantic suspense. I have always put tremendous effort into making each book a page turner: The harder it is for the reader to put it down, the better I've done my job.

Maggie Shayne

I enjoy moving. I like to be in a new place. Settling down doesn't appeal to me much. I like the whole business of it. And I love the first night in the new place.

Ruth Rendell

The eruption of lived pleasure is such that in losing myself I find myself; forgetting that I exist, I realize myself.

Raoul Vaneigem

I'm a hard headed lawyer.

Eric Holder

These are the kinds of names that Zimbabweans like: names that have positive qualities. Like, Praise is a very popular name; Loveness is a very popular name.

Petina Gappah

You have to prepare yourself physically as much as possible for a bad wipeout.

Joel Parkinson

I contented myself with whiskey, for medicinal purposes. It helped numb my various aches and pains. Not that the alcohol actually reduced the pain, it just gave the pain a life of its own, apart from mine.

Haruki Murakami

I was in control of what people thought of me, but I had no control over what they thought of my mother. When I asked my mother, 'How do I tell people about you?' her answer was, 'Tell the truth'. But of course, the truth is never simple.

Jeannette Walls

You have to do bad things in order to become a hero. You have to make sacrifices.

John Barrowman

I went to grad school with the grand plan of getting my Ph.D. and writing weighty, Tudor-Stuart-set historical fiction - from which I emerged with a law degree and a series of light-hearted historical romances about flower-named spies during the Napoleonic wars.

Lauren Willig

Bowling is not a sport because you have to rent the shoes.

George Carlin

If you want a thing done well, do it yourself

Unknown

I absolutely consider fashion a form of art. Of course, there is some fashion that is not art at all - it's utilitarian, made for the purpose of covering up. And there are a lot of people out there who put a lot of effort into looking awful. But there are also people putting the same amount of energy into making bad art.

Iris Apfel