Kanzlei.Management.Forum The Service Profit Chain Operating strategy and service delivery system Service concept Target market Internal External Workplace design, Job design Selection & Development Rewards & Recognition Information & Communication Tools to serve the customer Workplace design, Job design Selection & Development Rewards & Recognition Information & Communication Tools to serve the customer Quality & Productivity improvements Higher service Quality & lower costs Quality & Productivity improvements Higher service Quality & lower costs Attractive Value Service designed to meet targeted customers‘ needs Attractive Value Service designed to meet targeted customers‘ needs Lifetime Value Retention Repeat Business Referral Lifetime Value Retention Repeat Business Referral Service value Customers Satisfaction Loalty Customers Satisfaction Loalty Revenue Growth Profit- ability
Kanzlei.Management.Forum Wert? 1.Bessere Ergebnisse für den Klienten erzielen 2.Qualität der Prozesse verbessern 3.Kosten der Inanspruchnahme senken 4.Preise senken
Kanzlei.Management.Forum Service & Spezialisierung
Kanzlei.Management.Forum Moments of Magic – Moments of Misery A Moment of Truth is any time a customer comes into contact with any aspect of the business in some way, however remote, and has an opportunity to form an impression.
Kanzlei.Management.Forum Mitarbeiter für begeisternden Service begeistern Behandle Deine Mitarbeiter so, wie Du Deine Klienten behandelt haben möchtest – und sogar noch etwas besser!
Kanzlei.Management.Forum Warum machen wir das so?
Kanzlei.Management.Forum Ein energiegeladener Arbeitsplatz
Kanzlei.Management.Forum Gold Standards I Am Proud To Be Ritz-Carlton. I build strong relationships and create Ritz-Carlton guests for life. I am always responsive to the expressed and unexpressed wishes and needs of our guests. I am empowered to create unique, memorable and personal experiences for our guests. I understand my role in achieving the Key Success Factors, embracing Community Footprints and creating The Ritz- Carlton Mystique. I continuously seek opportunities to innovate and improve The Ritz-Carlton experience.
Kanzlei.Management.Forum Gold Standards I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met. I have the opportunity to continuously learn and grow. I am involved in the planning of the work that affects me. I am proud of my professional appearance, language and behavior. I protect the privacy and security of our guests, my fellow employees and the company's confidential information and assets. I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.