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⬅️. — You show immediately that you are glad the person has chosen to come your way—even if they haven’t bought anything so far and you’re not sure if they even want to.

Horst Schulze

Excellence Wins

Horst Schulze

Exellence Wins

Hospitality Management

Malik Ourari

Get

Explore more quotes

“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

Facebook:187258422945716653800 egbai6.dnmmml5wmi

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

Facebook:187258422945716653800 wdwvsy.m1pne45cdi

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

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

Facebook:1872584229457166130398 15j65di.vm5q2utyb9

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

The Feminist Me says that a woman's right to her own body should be inviolate at all times, free from fear of peeping paps.

Julie Burchill

Travel, which was once either a necessity or an adventure, has become very largely a commodity, and from all sides we are persuaded into thinking that it is a social requirement, too.

Jan Morris

There's something about singing that I just love. It makes me feel freer than anything in the world.

Mandy Patinkin

Money and success haven't really changed my beliefs or opinions over the years. When I was growing up, my mum and dad split when I was 13 or 14, during the early-Nineties recession. At that time, my dad went bankrupt, and it played a huge part in it all at home.

Matt Bellamy

Discretion of speech is more than eloquence and to speak agreeably to him with whom we deal is more than to speak in good words or in good order.

Francis Bacon

I don't pretend that I can read minds. I don't believe anybody can read minds. In other words, I don't believe in psychics.

Keith Barry

My mom's the one I look up to for everything. I feel like I'm a lump of clay and she's moulding me into a woman.

Chloe Grace Moretz

One of the most valuable things we can do to heal one another is listen to each other's stories.

Rebecca Falls

Pick the day. Enjoy it - to the hilt. The day as it comes. People as they come... The past, I think, has helped me appreciate the present - and I don't want to spoil any of it by fretting about the future.

Audrey Hepburn

We are trying to make up these other elements by gaining cost efficiencies through our reengineering process and through overt fund-raising activities to better support graduate education.

Charles Vest

We must go beyond textbooks, go out into the bypaths and untrodden depths of the wilderness and travel and explore and tell the world the glories of our journey.

John Hope Franklin

I really admire people who are extraordinarily tolerant and patient.

Holly Hunter

I look for roles where I can do justice, show people a side of Bollywood they haven't seen before.

Tiger Shroff

Doing what's right is no guarantee against misfortune.

William McFee

We must have strong minds, ready to accept facts as they are.

Harry S. Truman

'Honor in the Dust' is less about the freedom of the Philippines than the soul of the United States.

Candice Millard

I always had an interest in fashion because my mom is a celebrity fashion stylist. I grew up being on set or in showrooms.

Jasmine Tookes

Everyone's favorite breakfast dish can be prepared in a moment's time with just a few ingredients and minimum effort.

Marcus Samuelsson

What I do want is to be transparent about where I am and how I got here. I don't like the cone of silence - it didn't do me any favors in my 20s or 30s, and I don't see it doing much for other women, either.

Rachel Sklar

Hong Kong is the supermarket of Asia.

Eleanor Coppola

I've got more junk in the trunk than most 5-foot-1 blonde girls, and I like it.

Kristen Bell

Eros is very close to death. And both things, in a way, balance each other.

Isabel Allende

The fundamentalists have taken the fun out of the mental.

Ken Kesey