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 never talk to tabloids.

Robert Wagner

I'm a woman who is very confident with the body, with my body.

Irina Shayk

Many readers fail to realize this, but 'The Color Purple' is a theological text. It is about the reclamation of one's original God: the earth and nature.

Alice Walker

Even though we are deceived, still believe. Though we are betrayed, still forgive. Love completely even those who hate you.

Sun Myung Moon

In the field of outdoor sports, the American boy is easily capable of devising his own amusements, and until some proof is adduced that baseball is not his invention, I protest against this systematic effort to rob him of his dues.

John Montgomery Ward

People begin to resent the rich only when they conclude that the system is rigged.

Rupert Murdoch

My parents were out of town and sent me to stay at my grandma's house. That's where I learned how to make pancakes. I served them to all the old ladies who lived on her block. After the meal, they each left a $5 bill next to their plates. I thought, 'Hey, I'm onto something here.'

Bill Rancic

It is living, not thinking, as a feminist that has become the challenge.

Rachel Cusk

I love Frida Kahlo.

Paz de la Huerta

As PM, you have got to do everything from chairing the Cabinet to ceremonial things. You have also got to do the nitty gritty. I do get stuck into the detail.

David Cameron

The basic idea that if you increase government spending or you cut people's taxes that stimulates the economy and lowers the unemployment rate, is a very widely accepted idea. It's in every economics textbook, that's what we teach our undergraduates, and I certainly try to teach them the truth.

Christina Romer

When someone dies instantly, then I think the well of grief and disbelief all mixed in with it is unfathomable. And when murder is involved, that just takes it into a whole new place. There is an extra dimension you just can't compute or deal with.

Andrew Buchan

I get motivated by the fact people are following me, that they want a photo or say 'vamos' or 'Canelo.'

Canelo Alvarez

Comedy is one of the toughest genres. It is so essential to get the timing right, failing which the humour can fall flat.

Jacqueline Fernandez

I think I'm at a place where I haven't really been encountered by anyone overtly strange. But people think they know me.

Warren Kole

I think it's a pity that in many people's minds constitutional reform and PR have come to mean much the same thing.

Ferdinand Mount

It was times like these when I thought my father who hated guns and had never been to any wars was the bravest man who ever lived.

Atticus Finch

Is there anything worn under the kilt? No, it's all in perfect working order.

Spike Milligan

Every Jew in Palestine is a bit of an Arab, and no Arab in Israel can deny that he's a little Jewish.

Yasmina Khadra

There is always a way forward if the responsible parties are willing to act.

Auliq-Ice

There were a few years there when I was just so enamored with the idea of living some sort of famous person's lifestyle that really isn't suited to me.

Daniel Radcliffe

I haven't found it to be particularly enjoyable... ninety percent of the time when I go on dates, I'm thinking, 'I could be reading my book instead.'

Zosia Mamet

I have always found it interesting... that there are people who regard copyright infringement as a form of flattery.

Tom Lehrer