Be Our Guest Perfecting the Art of Customer Service

ISBN-10: 0786853948

ISBN-13: 9780786853946

Edition: 2003

List price: $12.99
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Description:

Whether 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.
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Book details

List price: $12.99
Copyright year: 2003
Publisher: Disney Press
Publication date: 6/1/2003
Binding: Paperback
Pages: 208
Size: 5.00" wide x 7.00" long x 0.50" tall
Weight: 0.440
Language: English

Foreword
Introduction
Service, Disney Style
Practical magic
Magic in your organization
Defining practical magic
Introducing the Quality Service Cycle
The Magic of Service
Guestology revealed
Knowing and understanding guests
The power of a service theme
Defining the service theme promise
Delivering on the promise
The Magic of the Cast
Casting the first impression
Outfitting the cast for service delivery
The behaviors of Quality Service
Think globally, perform locally
Building your performance culture
The Magic of Setting
Setting delivers service
Imagination + Engineering = Imagineering
Sending a message with setting
Guiding the guest experience
Appealing to all five senses
Onstage and backstage
Maintaining the setting
The Magic of Process
Process and combustion
Guest flow
Cast-to-guest communication
Service attention
Service process debugging
The Magic of Integration
Putting Quality Service together
The Integration Matrix
Integrating service at Disney Vacation Club
Three elements of magical service moments
One final tool: The storyboard
Index
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