Take Care of problems on the Front Line:-
Customers want the persons who here their complaints to solve their problems whether a complaints is registered in person, over the phone or via the Internet. The Ritz-Carlton insists that the first person to hear a complaint from a customer “owns” that complaint until he or she is sure it is resolved. That means that if a maintenance employee hears a complaint from a customer while the employee is in the middle of fixing a light in the hotel corridor, he owns that complaint and must be sure that it is handled appropriately before returning to his work.
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