How did you train employees to deal with problem-solving?

0

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.

Share.

About Author

Horst Schulze

Author & Founding President and COO, Ritz Carlton

As founding president and COO of Ritz-Carlton, Horst Schulze established a new standard of excellence in his industry. He energizes organizations to reconnect with their service commitment. Horst is the author of Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise.

Interviewed By


Vaishali Jain

Vaishali Jain

Sarder TV Journalist, and Former Bloomberg TV Journalist

Leave A Reply