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

My top priority will be to secure maximum value for money in aid through greater transparency, rigorous independent evaluation and an unremitting focus on results.

Andrew Mitchell

I think I was brought up with an innate sense of responsibility because my dad was in the Foreign Office where you were in somebody else's country, and you were aware of your behaviour. And my mum worked for the NHS, so you were aware of your responsibility to your country.

Helen McCrory

180 million kids are engaged in the worst forms of child labour. Put it all together and it is not only morally unacceptable but politically dangerous.

Juan Somavia

The Black Mountain poet I like most is the early Creeley. Those early poems seem very lyrical and very traditional, with a lot of voice and character.

Robert Morgan

And so I believe that God plays this enormous role in my life. And I believe that it's my obligation to give back and to follow the rules that were set. And it also gives me an enormous sense of my own place and an enormous sense of stability.

Ronald Perelman

Filmmaking can give you everything but at the same time it can take everything from you.

Alejandro Gonzalez Inarri

After so much reality TV and confessional celebrity interviews, the public is tired of accessible stars. Who needs them to be 'Just Like Us?' 'Just Like Us' means just as boring as we are.

Tina Brown

I have always written from a personal place.

Nia Vardalos

Sometimes, to keep things exciting, I decorate my house as if I owned a child. I'll toss a tiny pair of shoes in the hallway or lean small wooden crutches in what I refer to as 'the baby's room,' which is actually a tiny space where I make things. I continue to call it the baby's room because it confuses people and it's creepy.

Amy Sedaris

I am proud to be an American Citizen.

Robert Purvis

You should never reveal your true age.

Eve Arnold

You have to do the right thing... You may never know what results come from your action. But if you do nothing there will be no result.

Mohandas K. Gandhi

Tell me, Connie, is your mother still dead?

Ed Sullivan

You can train and train until you are blue in the face, but you've got to diet, you've got to have that leanness because if you are not lean, your abs won't show. Of course, the training has to be put in, but then you've to shed all the fat and keep the fat off. And that's how you get an eight pack.

Henry Cavill

I grew up in a suburb of Columbus, Ohio, in the early '90s, and hospitals and doctor's offices offered to x-ray candy. I was 7 or 8. The day after Halloween, my brother and I were sorting all of our candy, and my mom asked if she could have a piece of my gum. She put the gum in her mouth, bit down, and there was a shard of metal in it!

Cory Michael Smith

I'd like to see marriage count again among African-Americans and not just in the society in general.

Leah Ward Sears

I am not the greatest actor in the world, but the reason I keep working is that I work hard and show up every day and be easy to work with.

Scott Eastwood

At one time Tribune Syndicate emptied out their storeroom. They put tables full of original cartoons down in the lobby and said take one if you want one. The comics were simply a burden to them.

Mort Walker

Though women are no longer barred from university laboratories and scientific societies, the idea that they are innately less suited to mathematical science is deeply ingrained in our cultural genes.

Margaret Wertheim

I'm duty-bound to follow the law and apply to the law to the facts as I find them.

Stephanie Tubbs Jones

In a relationship you want to treat people the way you want to be treated.

Bradley Cooper

If we lose our culture, we lose our memory.

Robert Wilson

I enjoy doing martial arts films, but I like the straight stuff, too. I'd like to go back and do some Shakespeare, and maybe knock out a play or two. It's all about keeping balance.

Thomas Ian Griffith