Be Our Guest: Perfecting the Art of Customer Service

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Overview

Whether they are called clients, customers, constituents, or, in Disney-speak, guest, all organizations must better serve the people who purchase their products and services or risk losing them. Now, for the first time, one critical element of the methods behind the magic that is the Walt Disney World Resort-quality service-is revealed in Be Our Guest. Even before Tom Peters and Bob Waterman profiled Walt Disney World Resort in their groundbreaking book In Search of Excellence, the most popular resort destination in the world enjoyed a reputation as a company that sets the benchmark for best business practices. Be Our Guest outlines proven Disney principles and processes for helping your ...

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More About This Book

Overview

Whether they are called clients, customers, constituents, or, in Disney-speak, guest, all organizations must better serve the people who purchase their products and services or risk losing them. Now, for the first time, one critical element of the methods behind the magic that is the Walt Disney World Resort-quality service-is revealed in Be Our Guest. Even before Tom Peters and Bob Waterman profiled Walt Disney World Resort in their groundbreaking book In Search of Excellence, the most popular resort destination in the world enjoyed a reputation as a company that sets the benchmark for best business practices. Be Our Guest outlines proven Disney principles and processes for helping your organization focus its vision and align its people and infrastructure into a cohesive strategy that delivers on the promise of exceptional customer service.

Product Details

  • ISBN-13: 9780786853076
  • Publisher: Disney Press
  • Publication date: 5/28/2001
  • Edition description: 1 ED
  • Pages: 208
  • Series: Disney Institute Leadership Series
  • Product dimensions: 5.00 (w) x 7.25 (h) x 0.00 (d)

Table of Contents

Foreword 9
Introduction 11
Ch. 1 Service, Disney Style 15
Practical magic 18
Magic in your organization 20
Defining practical magic 24
Introducing the Quality Service Cycle 29
Ch. 2 The Magic of Service 39
Guestology revealed 43
Knowing and understanding guests 47
The power of a service theme 52
Defining the service theme promise 58
Delivering on the promise 66
Ch. 3 The Magic of the Cast 71
Casting the first impression 74
Outfitting the cast for service delivery 78
The behaviors of Quality Service 84
Think globally, perform locally 90
Building your performance culture 96
Ch. 4 The Magic of Setting 101
Setting delivers service 105
Imagination + Engineering = Imagineering 111
Sending a message with setting 113
Guiding the guest experience 118
Appealing to all five senses 122
Onstage and backstage 126
Maintaining the setting 130
Ch. 5 The Magic of Process 137
Process and combustion 142
Guest flow 145
Cast-to-guest communication 153
Service attention 158
Service process debugging 163
Ch. 6 The Magic of Integration 173
Putting Quality Service together 175
The Integration Matrix 179
Integrating service at Disney Vacation Club 181
Three elements of magical service moments 188
One final tool: The storyboard 191
Index 197

Customer Reviews

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Sort by: Showing 1 Customer Review

  • Anonymous

    Posted November 27, 2002

    Timeless guide to customer service

    I read this book about a year and one-half ago. Since then, I have re-read it several times. My hardcover copy is ragged and marked up with various colored pens. The ideas in this book are simple, but unbelievably powerful. No one serves customers better than Disney, and this book reveals the philosophies and the systems behind the scenes that make the "magic" for customers. If this is a subject that remotely interests you, this book will be enlightening.

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