How do you deal with unhappy customers?

Horst Schulze (Author & Founding President and COO, Ritz Carlton)

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.

Horst Schulze

Author & Founding President and COO, Ritz Carlton 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.

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About the Author

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Horst Schulze

Author & Founding President and COO, Ritz Carlton

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.

Interview By

Vaishali Jain

Vaishali Jain

Sarder TV Anchor & Former Bloomberg TV Journalist

Vaishali has been working in the media industry & Journalism for more than 14 years. She had her own CEO talk show on Bloomberg TV India called Biz Lounge, a show that she anchored and produced. Biz Lounge explored the business aspects of each company, as well as the company's leadership, corporate culture, as well as each leader's personal side including how he/she spent their free time.

Prior to that, she worked as a Management Consultant in the finance industry in New York City. She has a Bachelor’s degree in Management with a concentration in Finance and her Master’s degree in Organizational Psychology.

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