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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.
|Ch. 1||Service, Disney Style||15|
|Magic in your organization||20|
|Defining practical magic||24|
|Introducing the Quality Service Cycle||29|
|Ch. 2||The Magic of Service||39|
|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|
|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|
Posted March 7, 2011
This is an excellent book on customer service. Disney has been at the forefront of customer service pretty much it's entire life and it shows. Being a former Disney Store employee, I can say that they drive customer service home like no one else I know. You can feel it, especially in the theme parks and resorts.Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.
Posted May 13, 2009
Be Our Guest: The Art of Customer service is a book that could be very useful to many businesses in these tough economic times. Customers are more likely to go with the company that satisfies them the most, and one aspect of this satisfaction is customer service. By having good customer service, a company can increase sales, attract customers, and improve their reputation. This book is basically a guide from one of the most respected companies in the world on how to perfect your customer service. The book is easy to read, and can be completed in just a few days, while the lessons learned can help your businesses for years. It is split into five sections, giving the reader a clear outline of how to perfect each aspect of customer service.
While learning about customer service may seem boring, the book brings to life the Disney excitement that has been their standard since their beginning. The book uses many examples of Walt Disney World, including the smell of popcorn, their amazing cleanliness, the courtesy shown by each cast member, and other real life example that can be applied to any business. The book gives all of the tricks of the trade on how Disney goes beyond all the conventions of a business to make their company run "magically." The book takes you behind the scenes to discover all of the philosophies of the company and to help you install some of their best practices in your own business. The most powerful message that sums of the book can be found in the introduction as it reads, "You learn from your experiences. And you celebrate success. You never stop growing. You never stop believing."
Posted May 11, 2009
This book is a great guide to creating the best customer service for a business. The Disney Institute gives great insight into how things work in Disney and how it is they always seem to create that "WOW" factor that all businesses strive for. This book offers a Disney-insider's perspective on what Disney does to impress everyone and exceed all previous expectations. It was very informative and easy to read providing real life examples that can easily be used in running a business.
Be Our Guest tells how the magic is created in Disney and how each "cast member" plays an important role in making that magic. It teaches the reader how to create "practical magic" in their own businesses and with hard work and attention to detail your business can wow customers in no time. I got a lot of valuable information from this book, information that will last a life time, just like the experience at Walt Disney World. This book gives a fantastic look at how Disney creates and maintains "The Magical Experience" and keeps their customer coming back and wanting more of what they have to offer!
Be Our Guest gives the best example of customer service that I have seen. It reveals the secrets of Disney's success with customers, and how it can work for your organization. Each section gives an example of the process in use at Disney and in one or two other organizations. It provides clear concepts for your organization to use in improving your overall business plan and how it relates to customers.
The book talks about the magic of service, cast, setting, process, and integration. Service refers to making sure your clients are taken care of and their issues are resolved. Cast is your staff, and how helping them helps your organization. Setting refers to how your setting, location and design can help your organization. Process discusses the importance of procedures for streamlining your organization while keeping it individualized. Integration puts it all together.
Posted May 11, 2009
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