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A Bible of Customer Service

Frugal Scholar has been holding forth (again) about the sometimes execrable customer service at Chico’s. Really. One wonders where retailers get the people the hire, or if they deliberately train them to turn off the customers. Is it possible that there are some among us they just don’t want to do business with?

Some retailers and retail staff trainers could do with some pointers. If you’ve ever stayed at a Ritz-Carlton hotel, you know what customer service is supposed to be like. Back in the day, when I was married to the corporate lawyer, he and I in fact did linger at Ritz-Carlton  hotels on occasion…the one at Laguna Niguel, as I recall, was particularly amazing.

Well, there’s an official history of Ritz-Carlton that describes the company’s strategy for building world-class customer service. It’s called The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company. You also can get it in a Kindle version.

Here’s my plan: We all buy a copy of this thing and send it to the president or CEO of Chico’s. If Chico’s Facebook CSR responded to their neglected customer because she noticed Frugal Scholar’s criticism (entirely possible: companies do set their Web browsers to gather online mentions, turning the Internet into a gigantic online clipping service), then maybe if all of Frugal’s and FaM’s readers sent a little hint upper management, we’d see some changes made.


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