Customer Service at Ritz-Carlton

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Case Details:

Case Code : MKTG310
Case Length :13 pages
Period :2000-2013
Pub Date : 2013
Teaching Note :Not Available
Organization :Ritz Carltonr
Industry :Hospitality
Countries :US; Global

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This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

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In 2012, hiring managers of the Apple Store assessed potential job candidates on the basis of whether they were capable of offering a Ritz-Carlton level of service with the right training. The Apple Store was benchmarking its service levels against the Ritz-Carlton's service which was considered legendary in the service industry. The Apple Store further adopted several service techniques of the Ritz-Carlton – such as, 'Approach with a warm welcome', 'Anticipate unexpressed needs', 'End with a fond farewell', 'Own the relationship', and 'Reset internal clocks'.

Marketing Management Case Studies | Case Study in Management, Operations, Strategies, Marketing Management, Case Studies

In September 2013, The Ritz-Carlton Hotel Company, L.L.C. announced a major expansion drive whereby it would increase its total number of hotels and resorts around the world from 81 to 100 by 2016 and hoped that it would still remain the undisputed top-tier luxury hospitality brand across the world by 2016.

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