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內容簡介

When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed.

The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as:

Understanding the ever-evolving needs of customers
Empowering employees by treating them with the utmost respect
Anticipating customers' unexpressed needs and concerns
Developing and conducting an unsurpassed training regimen
Sharing engaging stories from the company's employees--from the corporate office and hotels around the globe--Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it constantly hones and improves them.

The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.

作者簡介

Joseph A. Michelli, Ph.D., is an internationally sought-after speaker and business consultant whose clients include Bridgestone Firestone, Nokia, The Hartford Insurance Group, and UCLA Health System. The author of the bestselling The Starbucks Experience, he has appeared on The Glenn Beck Show and CNBC's On the Money.
The New Gold Standard 金牌標準：麗思－卡爾頓酒店 [精裝] 下載 mobi epub pdf txt 電子書

評分☆☆☆☆☆

東西好，及時，送貨的張誌國師傅很給力，態度非常好，給人感覺很舒服！

評分☆☆☆☆☆

我是做酒店的，內容也很有用！

評分☆☆☆☆☆

東西好，及時，送貨的張誌國師傅很給力，態度非常好，給人感覺很舒服！

評分☆☆☆☆☆

東西好，及時，送貨的張誌國師傅很給力，態度非常好，給人感覺很舒服！

評分☆☆☆☆☆

非常滿意非常滿意非常滿意

評分☆☆☆☆☆

我是做酒店的，內容也很有用！

評分☆☆☆☆☆

我是做酒店的，內容也很有用！

評分☆☆☆☆☆

到貨也很快，喜歡。。。

評分☆☆☆☆☆

到貨也很快，喜歡。。。

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