Horst Schulze (Author & Founding President and COO, Ritz Carlton)
Horst Schulze explains the training and certification in problem-solving that was required at the Ritz Carlton under his management. He talks about how the focus of dealing with customer complaints and problems is on always apologizing for the problem and making it right in a respectful way. Schulze points out that in most cases this will quickly move guests from dissatisfied to loyal customers.