A story of great customer service , a case study by Rohit Deshpande
On the 26th of November 2008, a group of terrorists struck a dozen targets in Mumbai, India including the iconic, 103-year old Taj Palace Hotel. The siege at the hotel lasted two days and three nights and was covered extensively by international media. But there is an amazing, inspirational back story about the heroic actions of the Taj staff couched in the culture of the Taj Hotels company. What can the staff, who saved lives while endangering their own, teach the rest of the world about ethical behavior?
Thanks to my friend and batch mate from NIT Rourkela, Rajendra Prasad Gulyam for sending me this link
http://www.youtube.com/watch?v=vQGz1YRqBPw
Rajmenon's Blog 