Be Our Guest: Perfecting the Art of Customer ServiceWhether they are called clients, customers, constituents, or, in Disney-speak, guests, all organizations must best 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. |
Contents
Foreword by Michael D Eisner | 9 |
Service Disney Style | 15 |
Introducing the Quality Service Cycle | 29 |
Copyright | |
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animated films attractions audience Bob Thomas build cartoon cast members color combustion points communicate company's courtesy create happiness customers debugging designed detail Disney animation Disney Institute Disney Institute client Disney Vacation Disney Vacation Club Disney World cast Disney-MGM Studios Disney-speak Disney's Disneyland efficiency effort elements employees entertainment Fourways Crossing guest experience Guestology high-show Hyperion idea Integration Matrix John Hench located look LVHHN Magic Kingdom ment Michael Eisner mission Montreat College movie onstage and backstage organization patients performance culture performance tips Pick n Pay Polynesian practical magic products and services Quality Service Cycle quote appears ride safety SAMPLE BEHAVIORS service attention service delivery service experience service process service standards service theme setting staff story storyboard techniques theme and standards tion tomers values vision wait Walt Disney Company Walt Disney Imagineering Walt Disney World Walt's