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. — If they don’t know or are confused by the question, management must help them clarify, so they can then ask this individual, “How can I make things better for you? What can I do that will help you better serve your customer?” In this way, the work will flow better.

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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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

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

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

I haven't isolated myself. I am not living on a yacht somewhere. I am not tucked away or behind a gate somewhere. I am not flying on a private plane. I am going to the airport, I am with people, some of the interactions are good, some of them are not so good, but it keeps me in touch with being, you know, part of society.

Nicolas Cage

I would like to do more independent films.

Ansel Elgort

Movie-making is telling a story with the best technology at your disposal.

Tom Hanks

Pomegranate molasses is ubiquitous in Arabic cooking: it's sweet, sour and adds depth.

Yotam Ottolenghi

'Cool' is detached and emotionally cool. My instinct is to battle anything that seems overly cool.

Oscar Isaac

The books that stuck with me most as a child were 'A Wrinkle In Time', 'Dracula', 'Hatchet', 'Bunnicula', 'White Fang', and this YA/kids' book called 'Nobody's Fault' where a kid drowns one weekend as friends play around a flooded ditch.

Nate Powell

The first chance I had to go to Japan, which was in the early nineties, I went to a Noh play. I thought, 'This is very, very slow.' I noticed lots of people falling asleep. I didn't really know what was going on; I was getting a little sleepy myself. Then the more I studied it, the more fascinated I got.

William T. Vollmann

Chicken, brown rice, and veggies is a great healthy dinner option. It's full of whole grains and protein, and will keep you full for a long time.

Mia Hamm

Prohibition, like so many other policies imposed from the moral high ground, typically by those who do not drink, disproportionately affects the poor who resort to illegally brewed alcohol when they want a drink, not infrequently leading to their death, and are more likely to be harassed by the police.

Vikram Patel

Technology giants have taken advantage of tax codes written for an industrial age.

Charles Duhigg

I recently read that it's the left brain that does all that calculating, and the right brain that does the poetry. Somehow I've veered way towards the left. I've been doing it for years. Maybe I do art to balance it out.

Jason Mraz

Chess is life and every game is like a new life.

Eduard Gufeld

We have no regulation of drones in the United States in their commercial use. You can see drones some day hovering over the homes of Hollywood luminaries, violating privacy. This question has to be addressed. And we need rules of operation on the border, by police, by commercial use, and also by military and intelligence use.

Dianne Feinstein

Nobody can acquire honor by doing what is wrong.

Thomas Jefferson

Despite all the media coverage, glitz and glam of hedge funds, they have not done well for their investors. They have high - some say excessively high - fees; their short- and long-term performance has been poor.

Barry Ritholtz

There is no fortitude like patience just as there is no destructive emotion worse than hatred.

Auliq-Ice

In days when the public safety is imminently threatened, and the fate of a nation may hang upon a single act, we owe frank speech, above all other men, to him who is highest in authority. I shall speak to you as man to man.

Robert Dale Owen

Lucy is such a perfectionist.

Desi Arnaz

No actor wants to choose - they just want all of the options available to them all the time; we tend to be pretty greedy.

Gillian Jacobs

When I climb a fourteener, a 14,000-foot/4,260-meter peak, in the winter by myself, I leave an itinerary and information about where my vehicle will be parked and the name of the county sheriff to contact in case I don't get home.

Aron Ralston

The chief difference between big-game fishing and weightlifting is that weightlifters never clutter up their library walls with stuffed barbells.

Ed Zern

My father was a Foreign Service officer, a diplomat and an Arabist who spent virtually all his career in the Near East, as it was called in the State Department. So I spent most of my childhood among the Israelis and the Arabs of Palestine, Lebanon, Saudi Arabia and Egypt.

Kai Bird

I love soccer.

Vladimir Putin