My Week as A Room-Service Waiter at The Ritz  

Oleh:

Hemp, Paul

Jenis: Article from Bulletin/Magazine - ilmiah internasional
Dalam koleksi: Harvard Business Review bisa di lihat di link (http://web.b.ebscohost.com/ehost/command/detail?sid=f227f0b4-7315-44a4-a7f7-a7cd8cbad80b%40sessionmgr114&vid=12&hid=105&bdata=JnNpdGU9ZWhvc3QtbGl2ZQ%3d%3d#db=bth&jid=HBR) vol. 80 no. 6 (2002), page 50-64.
Topik: service; customer relations; customer retention; customer service

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Perpustakaan Pusat (Semanggi) Nomor Panggil: HH10.19 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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You can learn a lot from closely observing a business committed to excellent customer service ; you can learn even more from actually trying to provide that service. Paul Hemp, an HBR senior editor, spent a week being trained and then working as a room - service waiter at Ritz - Carlton's Boston Common hotel. His tale, though sometimes humbling, offers lessons that managers in any service business might use to improve employee - customer interactions. The author first participated in a two - day orientation program at the Ritz - Carlton, which gave him a chance to learn how the company inculcates its service philosophy in new employees. Upon completion of the program, he went to work, first with a veteran room - service waiter at his side, then on his own. His aim was to put into practice the Ritz - Carlton service precepts, including its motto : "We are Ladies and Gentlemen serving Ladies and Gentlemen." The author draws a number of conclusions from his experiences. Great service, he finds, should be based on dynamic principles rather than rigid formulas. Also, managers can build employees' emotional commitment to their jobs by emphasizing company traditions. Such commitment serves as a driver of excellent customer service only when employees are empowered to take initiative. And that empowerment has no potency unless employees are motivated to seize it. This depends in part on the kind of people you hire. For one thing, job candidates should exhibit not only concern for others but also genuine empathy - the ability to get inside customers' heads and anticipate their needs and desires.

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