Theo Gilbert-Jamison, an expert in customer relationship, has got her fair share of experience in pursuing service excellence. As a former employee of the Ritz-Carlton, she has seen what it’s all about.After more than twenty years of studying the Ritz and other leading companies in service excellence, she published a customer service business model called ‘the six principles of service excellence’.
She claims that if you follow this model, perfection is at the end of the road. Although this is not to be misunderstood: once you obtain a certain degree of excellence it continues to be a challenge to remain in the right course. These principles underline the importance of choosing achievable objectives, a sustainable corporate culture and the mind-set of individual employees as well as management reinforcement and organisational alignment.
These objectives must be very clearly stated and setting rewards will stimulate the staff in their pursuit of perfection. This and every other step is interwoven, you have to endeavour good results in every aspect.
The six principles are more than a business model, she says; it’s a comprehensive strategy for any enterprise small or large that wishes to provide a good and long term service to the most important stakeholders: their customers.
Cédric Van Helleputte
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