The new gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company /

Taking you behind the scenes; this book weaves practical how-to advice; proven leadership tools; and the wisdom of experts to help you create and embed superior customer-service principles; processes; and practices in your own organization. --

Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Michelli, Joseph A., 1960-
Formato: Electrónico eBook
Idioma:Inglés
Publicado: New York : McGraw-Hill, ©2008.
Colección:McGraw Hill professional.
Temas:
Ritz-Carlton Hotels (Firm) > Management > Case studies.
Ritz-Carlton Hotels (Firm)
Corporate culture.
Customer services.
Leadership.
Success in business.
Total quality management.
Organizational Culture
Leadership
Total Quality Management
Culture d'entreprise.
Service à la clientèle.
Succès dans les affaires.
Qualité totale.
BUSINESS & ECONOMICS > Leadership.
Management.
Case studies.
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • The Ritz-Carlton experience
  • Principle 1 : define and refine. Set the foundation : communicating core identity and culture ; Be relevant
  • Principle 2 : empower through trust. Select--don't hire ; It's a matter of trust
  • Principle 3 : it's not about you. Build a business focused on others ; Support frontline empathy
  • Principle 4 : deliver wow! Wow : the ultimate guest experience ; Turn wow into action
  • Principle 5 : leave a lasting footprint. Aspire, achieve, teach ; Sustainability and stewardship
  • Conclusion : a lasting impression.

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