The Pros And Cons Of The Ritz-Carlton

One of the key differences with the Ritz-Carlton lies in its exceptional customer service practices. According to a Forbes article by reporter Carmine Gallo, customer satisfaction is measured by the American Customer Service Index and it was discovered the true concept of it is in bad shape. A survey released by the American Customer Service Index in February, showed the biggest decline in customer service in two years, due to the economy, massive layoffs and general lack attention to the very basics. However, even with this grim report "The Ritz-Carlton continues to delight its guests by focusing on educating its staff and keeping them motivated"
(Gallo, 2011). In his report, Gallo interviewed the Marriott International President for Asia

After attending one of the meetings, Gallo asserted that "five -star service begins with your employees. Take every opportunity to communicate your company 's values with them. Even 15 minutes a day will do"
(Gallo, 2011). The Ritz-Carlton treats its staff like customers, and this goes a long way in teaching staff about the mechanics of customer service

It is important to ask for an explanation after each question if a scale system is going to be used.
For example, if you ask how they would rate the friendliness of the staff, follow that question by asking for a short explanation. It is also helpful to ask specific, open- ended questions. For example, “If you could change one thing about your experience with our employees, what would it be”? A great way to get specific answers from someone, It would be up to management to read each one of these surveys and to analyze the results.

Cause-and-effect diagrams are great for focusing on problem solving. They contain one arrow for each of the following categories: material, method, manpower, and machine. Each one