Recently I have read some books featuring the Ritz Carlton hotel, because I felt sympathy with their principle called "Credo".

Although all the books are written with the same theme, each author's different aspect was very interesting.

I found in the authors' comments some points in common with my viewpoint of work. I thought that there is no gap between industries about the basis of service.

The best phrase is;

"When receiving complaints form our guests, we are pleased to listen to them as advice." "We take complaints as an opportunity."

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