Ritz Carlton Customer Service Quotes

We believe a Ritz-Carlton style “Say This While Avoiding This” language guide optimizes customer satisfaction in most businesses and helps bind staff members into a team. But if it strikes you as too prescriptive (or too much work) to develop scripted phrases and specific word choices for your employees, at least consider developing a brief “Negative Lexicon.” A Negative Lexicon is just a list of crucial Thou Shalt Nots.

FastMed sends employees to study customer service at a Ritz Carlton training center. Receptionists and others learn to look the patient in the eye and say their name three times while calling up their records and arranging their care. The service resembles the Genius Bar at the Apple Store, which is precisely the point: Health care should figure out how to provide service and convenience like the rest of the economy.