The Ritz Rule: What Luxury Taught Business
Grammar: Collocations and fixed expressions in customer service language
A Business English English lesson exploring business.
What's in this lesson
A Business English ESL lesson on business, practising collocations and fixed expressions in customer service language. The worksheet has a reading, target vocabulary and discussion questions.
From the reading: The Ritz Rule: What Luxury Taught Business
In 1983, Horst Schulze co-founded the Ritz-Carlton hotel company with a single, radical idea: every single employee — not just managers — had the authority to spend up to two thousand dollars to resolve any guest complaint, immediately and without approval. A housekeeper could book a guest a flight. A bellman could arrange a private chef. The policy sent a powerful message: trust your people, and they will protect the brand. Within a decade, the Ritz-Carlton had won the Malcolm Baldrige National Quality Award twice — the first service company in American history to do so.
Vocabulary
- build trust
- exceed expectations
- resolve complaints
- retain customers
- be built
- co-found
- discuss
- published
- use
Discussion questions
- When did a company last genuinely surprise you with its service?
- Should customer service be every employee's responsibility?
- What is the difference between a satisfied customer and a loyal one?
The Ritz Rule: What Luxury Taught Business
Grammar: Collocations and fixed expressions in customer service language
What's in this lesson:
Full lesson plan with reading, grammar, vocabulary, and discussion.
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