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.
#DESCRIPTION
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.
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Sarder TV is an independent, educational media company, focusing on the subjects that fascinate, inspire and teach executives. Because the relationship between success and learning is parallel, Sarder TV provides exclusive interviews with the authors, leaders, and taste makers currently affecting industry.
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