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"wow stories" in customer service

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Please help with the following problem. Include at least one reference in the solution.

Discuss the importance of the "wow stories" in customer service for a luxury hotel like the Ritz-Carlton.

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Problem: Discuss the importance of the "wow stories" in customer service for a luxury hotel like the Ritz-Carlton.

Solution:
According to Dictionary.com, customer service is "assistance and other services that company provides to the people who buy or use its products". In every industry, it is all about customer service and how the organization is perceived; a perception that starts with the customer service representative (CSR). It is a difficult job to try to keep customers satisfied if your job is not rewarding to you. It is hard to tell a consumer that your employer's product is top notch if you don't believe in it ...

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The following posting discusses the importance of "wow stories" in customer services for a luxury hotel such as the Ritz-Carlton. A reference is included in the solution.

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Ritz Carlton Case Study

I need help with the attached case study (Ritz Carlton).

Questions: Responses to EACH question MUST be a MINIMUM 400 word.
Q1.How does the Ritz-Carlton match up to competitive hotels? What are the key differences?
Q2.Discuss the importance of the "wow stories" in customer service for luxury hotel like the Ritz-Carlton.

Reference:
Kotler, P., & Keller, K. L. (2012). Marketing management (14th ed.). Upper Saddle River, NJ: Prentice

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