By Steve DiGioia: I was always taught that customer service = the “cheerful giving of attention”. I doubt that these five phrases will make any customer very cheerful, yet we hear them all too often.

By Katie Scheer: Ordinary interactions only get you so far; memorable interactions create long-term customer relationships.

To help organizations improve their service excellence culture, The Ritz-Carlton Leadership Center offers full-day courses at Ritz-Carlton hotels and resorts around the globe.