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. — A sincere goodbye makes people feel positive about a return visit. Whatever skepticism they may have harbored about the organization is being replaced by trust. Inside their head, they’re saying, They sound like they like me. Maybe I’ll go back again. Example:

Malik Ourari

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

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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

They would wake me up when I was sleeping, and say sing a song for our friends. I had a sweet voice, I had a nice little tenor voice. God knows what I sang, but my whole family would admire me.

Dominic Chianese

A eulogy is a life lived with a loved one or friend condensed into a few moments relating poignant and witty stories about them to a hushed congregation. The deceased has then an eternity to ponder the remarks with the possibility of spectral visitations to request a retraction.

Stewart Stafford

My grandmothers are full of memories, smelling of soap and onions and wet clay, with veins rolling roughly over quick hands, they have many clean words to say, my grandmothers were strong.

Margaret Walker

Given the extent of the exposures of major banks around the world to A.I.G., and in light of the extreme fragility of the system, there was a significant risk that A.I.G.'s failure could have sparked a global banking panic.

Ben Bernanke

It's astonishing what some women will put up with just to have a warm body. Some of the brightest women I know are just obsessed with that search. It's very sad.

Judith Rossner

Good Friday is the mirror held up by Jesus so that we can see ourselves in all our stark reality and then it turns us to that cross and to his eyes and we hear these words Father forgive them for they know not what they do. Thats us

Robert G. Trache

Look at my face. Does it look like I can take a good hit?

Ronda Rousey

I hadn't seen 'Bride of Frankenstein' until high school or maybe even later than that. It's really one of the great movie experiences where you think you know what it's going to be, but it's so much weirder and so much better than anything you could've imagined. It's so full of these striking, powerful images.

Mike Mignola

When I was younger, I went through a lot of different phases. One day I'd be punk rock, and the next I would be tomboyish, and then I would be really girly. I was so weird. My two best friends and I were just crazy and goofy!

Ashley Benson

If you keep bashing your head against the same wall, at some point you're going to fall over and be still for awhile.

Feist

Where there is law, and where there is government, there is security.

Ayman Odeh

Domestic travel and tourism-related spending has reached $1 trillion a year.

Mark Foley

If men were born free, they would, so long as they remained free, form no conception of good and evil.

Baruch Spinoza

The soulmate is what we aspire to and like to understand about ourself, is what we deem to be perfection, purity, and endless love.

Sorin Cerin

In the States, entrepreneurs inspire a lot of people and are respected for creating jobs. That makes people dream and feel happy for their country.

Delphine Arnault

Yet my heart loves Decembers smile as much as Julys golden beam then let us sit and watch the while the blue ice curdling on the stream.

Emily Jane Brontë

The Keystone Pipeline would create good-paying jobs. Not only where the pipeline is being built, good-paying construction jobs, but manufacturing and service opportunities in Colorado along with the Keystone Pipeline.

Cory Gardner

All but the hard hearted man must be torn with pity for this pathetic dilemma of the rich man, who has to keep the poor man just stout enough to do the work and just thin enough to have to do it.

Gilbert K. Chesterton

I can't remember a time when I wasn't singing.

Dinah Shore

Every people have gods to suit their circumstances.

Henry David Thoreau

I've never really understood attachment to a place for reasons of birth. That my mother happened to give birth to me in a certain place doesn't, to my mind, justify any thankfulness towards that place. It could have been anywhere.

Alberto Manguel

I wouldn't want to be Superman. Batman would be cool. But the one I've always wanted to play is the Joker. There is a maniacal and dangerous side to me.

T. J. Miller

Everything is expressed through relationship. Colour can exist only through other colours, dimension through other dimensions, position through other positions that oppose them. That is why I regard relationship as the principal thing.

Piet Mondrian