The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom cover image

Making magic: Simon T. Bailey on the platinum service principles that create lifelong customers

The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom

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Cultivating Resilience and Acknowledging Accomplishments

The importance of resilience and acknowledging achievements is discussed in this chapter, using the example of Ritz-Carlton's 'yes' approach. The guest reflects on their decision to turn down an opportunity to work for Ritz-Carlton, realizing that self-doubt was the real hindrance.

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