Thought Leader & Business Coach
Carsten K. Rath has made it from terrace waiter to international service brand. He has opened and managed some of the most famous hotels in the world. He also passionately imparts his knowledge as a university lecturer at various universities and he writes columns on service quality.
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The speaker who is about to stand on this stage says of himself: He used to be a bad role model. Because that’s how he learnt it. Back then, when service was more hard than cordial, and when leadership still meant control, not customer-orientation. I don’t think he’s the only one who felt that way, is he? Today we know better. In his own words: Service makes the difference!
Carsten K. Rath has made it from terrace waiter to international service brand. He has opened and managed some of the most famous hotels in the world, including the Hotel Adlon in Berlin and the Ritz-Carlton in Naples, Florida. Today, according to n-tv, he is the “No. 1 service expert in Germany”. The entrepreneur is much in demand as a speaker on the big stages. As a management consultant, he provides companies of all sizes with inspiration for customer enthusiasm. He also passionately imparts his knowledge as a university lecturer at various universities. He writes columns on service quality for Handelsblatt, Focus online, Madame and other leading media. Handelsblatt calls him “THE international service excellence authority”.
Carsten K. Rath has been honoured as ‘Hotel Manager of the Year’ and ‘Host of the Year’, among other awards, for making his mark on service. He has also received the “Innovation Award of the German Tourism Industry”. High jump legend Carlo Thränhardt says of him: “If service excellence were a competitive sport, Carsten would have already broken the world record a few times.” A sentence that fits well with our speaker, because his motto is:
Service excellence is an attitude. Leadership is too! And that’s exactly what his presentation is about.
Success always depends on the question: What does my customer get out of it? This presentation enables the audience to recognize the potential for enthusiasm within their company and to transform every encounter with the customer into an inspiring moment of service excellence.
An exceptional company must not be led in an ordinary way. This presentation prepares leaders for the new requirements and competencies that make their companies future-proof in digital times, enabling them to inspire and retain employees and customers sustainably.
The difference between customer delight and customer complaint lies in the behavior of the employees. This presentation transforms leaders and employees into customer whisperers.
An employee who can’t make decisions cannot delight customers. This presentation introduces leaders to the new generations and demonstrates the freedoms employees truly need today to achieve optimal results at the customer interface.
Service is the new revenue strategy. This presentation provides strategies and concrete action options to achieve long-term customer loyalty and turn customers into advocates.
It’s always about everything.
This presentation demonstrates to salespeople and sellers how employee leadership in their company becomes a unique selling point and delights customers.
Service is the best digitalization strategy! This presentation provides strategies and concrete action options to delight customers, especially in the digital age, through human connection.
The behavior of employees makes the difference between customer complaints and customer delight. This presentation demonstrates how to harness the personal strengths and talents of employees to create an unbeatable team that delights customers.
The customer is the only metric that matters – and the employee at the customer interface is the key actor in meeting this metric. Reverse Thinking enables leaders to see through the eyes of the customer and grants employees the necessary freedom of action at the customer interface.
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