Be our guest : perfecting the art of customer service / by Disney Institute ; foreword by Michael D. Eisner.

ISBN:

9780786853946

Title:

Author:

Disney Institute

Corporate Author:

Disney Institute

Publication Information:

New York : Disney Editions, 2003, c2001.

Physical Description:

206 p. ; 19 cm.

Corporate Subject:

Disney Institute

Walt Disney World (Fla.)

Subject Term:

Amusement parks -- Customer services -- Florida -- Orlando

Format:

Books

Publication Date:

2003

2001

Publication Information:

New York : Disney Editions, 2003, c2001.

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
658.812 DIS	Book	2	Standard shelving location	Searching... Unknown

Foreword by Michael D. Eisner. All organisations drive towards the same goal - how best to serve their customers. Walt Disney World has always enjoyed a reputation as a company that set the benchmark for outstanding business practices. Now, for the first time, one critical element of the method behind the magic is revealed: that of quality service. Here, their proven principles and processes are fully outlined, to help your organisation focus its vision and assemble its infrastructure to deliver exceptional customer service.

Michael D. Eisner

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

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