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

I am attached to a strict approach to Brexit: I respect the British vote, but the worst thing would be a sort of weak E.U. vis-a-vis the British.

Emmanuel Macron

The truly happy man is the one who has everything money can’t buy.

Shraga Silverstein

Well, in fact everybody - everybody - in the entire nation has enough stuff in their life to write about that's interesting that they could write their autobiography. And in the end that's why I find people interesting.

Jane Smiley

Certainly my parents were a huge influence. They always expected the most out of all of us. And expected us to do our very best. I'm thankful to them for allowing me to do what I wanted to do.

Laurel Clark

I wish it didn't take soooooo much to get physically to where I need to be.

Lindsey Vonn

The idea of songwriting is a transformative thing, and what I do with songwriting is take situations that are quite ordinary and transform them in some way. Apart from things like the murder ballads, the songs I write, at their core, are quite ordinary human concerns, but the process of writing about them transforms them into something else.

Nick Cave

Theater is a living creature. It takes a while to break in, like a new pair of shoes.

Darren Criss

Body love is more than acceptance of self or the acceptance of the body. Body love is about self-worth in general. It's more than our physical appearance.

Mary Lambert

There is no real way to prepare yourself for having a child other than just getting thrown in the deep end pretty quick.

Jason Day

You know, people always talk about how Jesus came down to Earth as a human being. He became a human being, But no one ever takes into account what that means.

David Javerbaum

You know I don't think we need the Republicans to steal family values from us.

Birch Bayh

We need to lower tax rates for everybody, starting with the top corporate tax rate. We need to simplify the tax code. The ultimate answer, in my opinion, is the fair tax, which is a fair tax for everybody, because as long as we still have this messed-up tax code, the politicians are going to use it to reward winners and losers.

Herman Cain

But whatever the ramifications, whatever turns the path takes, the beginning is always there, in a particular moment, a particular point of access.

Barry Unsworth

To insult a friend implies that you respect his masculinity enough to know he can take it without acting like a crybaby. The swapping of insults, like the fighting between brothers, becomes the seal of the male bonding.

Frank Pittman

I don't believe love is fickle. I believe when you love someone, you are allowed to love from afar. You don't have to be with that person in order to love him.

Khloe Kardashian

When I do the Edinburgh Fringe Festival, I always go across to Loch Ness and stay there.

Rhys Darby

I think we have a good chance of surviving long enough to colonize the solar system.

Stephen Hawking

When you have told anyone you have left him a legacy, the only decent thing to do is die at once.

Samuel Butler

The irony is that it was tougher to rent a car from Cerberus when it owned Alamo than to buy a semi-automatic. To rent a car, one had to provide ID, a drivers' license, and get insurance coverage. To buy a gun? Cash and carry, from the back of a station wagon at a gun show. No concerns about downstream liability or risk.

Eliot Spitzer

When someone makes you the happiest person and the saddest person at the same time, that's when it's real. That's when it's worth something.

Anonymous

I couldn't see myself doing a traditional sitcom.

Jimmy Smits

Immodest and attractive is easy. Modest and repulsive is easy too. But modest and attractive is an art form.

Douglas Wilson

It's better to be a fake somebody than a real nobody.

Matt Damon