Ritz-Carlton Hotels, Atlanta, Georgia won the Malcolm Baldrige Quality Award in 1992: No matter what their normal duties are, other employees must assist if aid is requested by a fellow worker who is responding to a guest’s complaint or wish.

BPIR Categories

7.3.2 Manage customer complaints

Unlock this article and 10,000+ more

To get the most out of our extensive resources, please login or become a member below.

OR
X
X