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Real Customer Service — Ritz Carleton Customer Service

January 25, 2010

Every now and then, everyone has an experience with customer service that is just awful. That’s not a surprise. It’s bound to happen that you’re going to experience that from time to time. What’s unfortunate is that I think many of us find the customer service that we experience on a daily basis is lacklustre. It’s not awful but it’s also far from great and probably often struggles to be good.

I often wonder why this is the case… alas, I don’t know that I’m going to ever get a great answer. But, I think that I’ve been able to learn something about the core of really really great customer service. Some of the best customer service that I’ve ever seen happens at the Ritz Carleton in Doha, Qatar. So, what is it that they do so right? Sure, they use your name. Sure, they anticipate your needs and act. Sure, they’re polite and professional. But, I believe that what is at the core of it is…. they don’t just perform great customer service… they live perfect customer service.

They don’t give them a set of rules and procedures. They give them power to perform at world class levels and they expect that their team will live the principles and values that are at the core of their business. And, the result… real customer service… Ritz Carleton Customer Service.

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