Hospital or hospitality: Ritz-Carlton provides hospitals customer service lessons

What does a luxury hotel chain have to teach hospitals? Plenty, apparently, when it comes to customer service.

The latest deal between a hospital system and the hospitality provider is between Erlanger Health System in Chattanooga, Tenn., and the Ritz. They signed a $388,000 contract to reinforce customer service ideals among the 4,500 Erlanger employees, launching in October, reports the Times Free Press.

Prioritizing service excellence in the organization, Erlanger President and CEO Jim Brexler said it's "not a flavor-of-the-month thing," but rather a cultural change, according to the Times Free Press article.

With training and implementation costs, total expenses will add up to $500,000, or about $106 per employee, reports News Channel 9.

Ritz-Carlton, known for its legendary customer service, has already offered lessons to Stanford University Medical Center, New York Presbyterian Hospital, Loyola University Medical School, and the Bon Secours Health System of Virginia, according to the News Channel 9 article.

For more information:
- read the Times Free Press article
- read the News Channel 9 article
- visit the Ritz-Carlton Leadership Center website

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