How do you deal with unhappy customers? By Horst Schulze

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 categorizes three types of customers who complain. According to Schulze, 96% of customers who complain simply just want to vent their frustration, 3% have experienced something that requires a real remedy, and 1% just like to complain and nothing will make them happy. He offers solutions for all three types of customer complaints that places the focus on serving the customers and meeting their needs even if it means relocating them to another hotel.

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