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 organization focus its vision and align its people and infrastructure into a cohesive strategy that delivers on the promise of exceptional customer service.

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Product Details

  • ISBN-13: 9780786853946
  • Publisher: Disney Editions
  • Publication date: 4/28/2003
  • Edition description: Reprint
  • Pages: 208
  • Product dimensions: 5.12 (w) x 7.25 (h) x 0.62 (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
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Sort by: Showing all of 5 Customer Reviews
  • Posted March 7, 2011

    Excellent Book!! Who Knows Customer Service Better Than Disney!!

    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.

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  • Posted May 13, 2009

    Be Our Guest: A Guide to Perfecting Customer Service and Attracting New Customers

    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."

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  • Posted May 11, 2009

    Great book on how to make the magic of Disney come to your business!

    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!

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  • Posted May 11, 2009

    I Also Recommend:

    Great example of Customer Service

    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.

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  • Anonymous

    Posted May 11, 2009

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