Back to Basics: RitzCarlton Style

1
Back to Basics Ritz-Carlton Style

• The importance of delivering
• Excellent Customer Service

2
Presentation Topics

• Understanding what customers want
• Page 3 - Give me the pickle!
• Page 4 - Legendary Service
• Team players
• Page 5 - Ritz Carltons Five Golden Rules
• Page 6 - High Performing Teams
• Page 7 - Attributes of a Team Player
• The importance of being a positive ambassador
• Page 8 - Why . . .
• Page 9 - Great First Impressions
• Page 10 - Pay Attention to What You Say
• Page 11 - Positive People . . .

Keeping the customer Page 12 - So,
Help Me Page 13 - Active Listening Page 14 -
Engaged Customers Page 15 - Problem Resolution
Communicating with the customer Page 16 -
Proper Phone Etiquette Page 17 - Voicemail
Message Page 18 - Speakerphone Courtesy Page 19 -
Email Etiquette At the end of the day .
. .
3
Give Em the Pickle

• Service
• Making serving others 1
• What specific thing you do to make people happy?
• Find out what customer wants and do it
• How you think about the customer is how you treat
  them.
• Customer is boss!
• You are the face of your company/organization to
  everyone you come into contact with
• Attitude
• Great customer service is about ordinary people
  doing ordinary things very well
• Consistency
• Practice being consistent
• Set high standards and commit to them
• Team Work
• A team is a group of people who go out of their
  way to make others look good.

• Service
• Attitude
• Consistency
• Team Work
• Understanding what customers want

4
Legendary Service
One of a kind experience positive/memorable.
Leave them wanting more.

• WHAT CUSTOMERS WANT
• Attention to Detail
• Kindness
• Connection
• Lack of a flawed process
• Understanding what customers want

Fast Access to knowledge wisdom
Total lack of hassles
Convenience and Respect of Time
Pay attention and to go the extra mile
willingly
5
Ritz Carltons Five Golden Rules

• Be a team player
• Great first impressions
• Pay attention to what you say and how you say
  it
• Be a positive ambassador
• Think cleanliness, safety and conservation to
  care about the community and environment

• Team Players

6
High Performing Teams

• Have a common goal and belief in their
  company/organization
• Develop a high level of trust
• Have no fear of judgment by raising issues
  because the focus is on performance
• Create pride and joy in the workplace
• Do not waste time blaming others
• Do not waste time blaming each other when an
  opportunity arises because they are so intent on
  helping the customer
• Engage the customer to create a positive
  experience
• Take control of their attitude and do not major
  in minor things

• Team Players

7
Attributes of a Team Player

• trusting
• an excellent communicator
• goal/mission orientated
• helpful
• respectful
• honest
• fun
• resourceful
• consistent
• motivating
• positive
• accountable

• Is
• Team Players

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Why . . .

• You represent your company/organization in and
  out of your workplace
• If you speak negatively of the company/organizatio
  n anywhere, you are eroding your brands
  mystique.
• Make sure you are always! a positive ambassador.

• Importance of being a positive ambassador

9
Great First Impressions

• Strong first impressions are often made within
  the first five seconds of meeting someone
• People will judge you on your attire, grooming,
  facial expressions, gestures and how you carry
  yourself
• Set attire guidelines. Remember, its not about
  me but about the customers.
• Excellent grooming is perceived as part of
  excellent service.

• You never have a second chance to make a good
  first impression.
• Importance of being a positive ambassador

10
Pay Attention to What You Say

• You Guys
• No Problem
• No Worries
• Whats up
• Yeah
• Folks
• Huh?
• What did you say?
• Its not my fault
• Its the computers fault
• Theres nothing I can do about it
• Thats how we do it

• The way you speak is also a reflection on your
  company/organization
• Avoid . . .
• Importance of being a positive ambassador

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Positive People . . .

• increase their individual productivity
• increase the opportunity for advancement and
  promotion
• stay longer with the company/organization
• have better safety records with fewer accidents
  and sick days
• protect and promote the company/organization to
  increase revenue and profitability
• spread pride and joy in the workplace
• recommend as a great place to work for potential
  new employees

• Importance of being a positive ambassador

12
So, Help Me

• Gather information
• Look for solutions
• Suggest alternatives
• Give them your full attention
• Clarify the problem
• If you cant help, find someone who can dont
  send them on a wild-goose chase
• Avoid jumping to conclusions
• Value the customers time
• Dont pass off their problem to someone else. Own
  the complaint.

• Try to figure how we can help others.
• Their problem is ours . . . make it personal.
• Keeping the customer

13
Active Listening

• Interaction
• Open-ended questions.
• watch the tone of your voice
• Customers are heard and have a feeling of
  importance
• You are able to glean information

• What is it . . .
• What are the
• benefits . . .
• Keeping the customer

14
Engaged Customers

• Will not be lured by your competition
• Are the best source of advertising
• If treated well in the past, they have a positive
  frame of mind.
• Bring in new customers
• Are passionate advocates
• Are more forgiving when a problem occurs

• Why customers leave
• . 9 - competitors
• . 10 - move, death, etc.
• . 14 - dissatisfaction with the product
• . 67 - attitude of indifference on part of
  company employee
• Keeping the customer

15
Problem Resolution LEAP

• Let the individual vent
• Apologize, apologize and then apologize
• Use appropriate body language
• Do not play the blame game
• Make sure the resolution fits the problem
• Personalize the resolution to truly delight the
  individual
• If the individual is not satisfied with the
  resolution offer reasonable alternatives
• Ask probing questions to ensure the individual is
  completely satisfied

• Listen
• Empathize
• Ask
• Produce
• Keeping the customer

16
Proper Phone Etiquette

• Answer within three rings and smile
• Do not screen calls
• Return calls within 24 hours, hopefully sooner
• Practice extending calls rather than transferring
• Introduce the caller and a thumbnail of their
  concern/need to the individual you are
• transferring to

• Communicating with the customer

17
Voicemail Message

• Always keep in mind that voicemail is not private
• Speak slowly, keep it brief and to the point do
  not ramble
• Leave your name and phone number twice, at the
  beginning and the end of your message
• Do not say it is urgent, unless it is
• Your outgoing message should be clear and upbeat
• without rambling
• If appropriate, provide the caller with an
  alternate on how to reach you
• Advise when you are expected back in the office
  and when you will return the calls.

• Communicating with the customer

18
Speakerphone Courtesy

• Do not use a speakerphone to check your voicemail
  if others can hear
• Only use a speakerphone for conference calls.
  Advise caller they are on speakerphone for this
  reason.
• When using a speakerphone, always introduce
  everyone in the room to the caller.
• If you have not pre-arranged to place calls on a
  speakerphone in advance, ask permission of the
  caller to do so.

• Communicating with the customer

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Email Etiquette

• Be very, very careful email is not private and
  could destroy your career. NEVER use email for
  urgent matters.
• Use a salutation at the beginning and end of your
  message.
• Be concise, and to the point do not ramble.
• When messages are unclear, they create
  misunderstandings and even more email.
• Do not use all caps as it appears that you are
  shouting.
• Use proper punctuation and capitalization.
• Enable auto spell check, check tense/case,
  punctuation.
• Always proofread before sending.
• Never send an email when you are tired, stressed
  or angry.

• Communicating with the customer

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At the end of the day . . .

• Be committed to being a True Professional
  everyday and in every interaction
• Be committed to the Team
• Be committed to the Organization
• Be committed to Yourself