Be Our Guest (Revised and Updated Edition): Perfecting the Art of Customer Service
  • Be Our Guest (Revised and Updated Edition): Perfecting the Art of Customer Service
  • Be Our Guest (Revised and Updated Edition): Perfecting the Art of Customer Service
  • Be Our Guest (Revised and Updated Edition): Perfecting the Art of Customer Service
  • Be Our Guest (Revised and Updated Edition): Perfecting the Art of Customer Service
ISBN: 1423145844
EAN13: 9781423145844
Language: English
Release Date: Nov 8, 2011
Pages: 224
Dimensions: 0.94" H x 9.13" L x 6.06" W
Weight: 0.85 lbs.
Format: Hardcover

Be Our Guest (Revised and Updated Edition): Perfecting the Art of Customer Service

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Book Overview

Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service.
Disney Institute specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service. During the last twenty-five years, thousands of professionals from more than thirty-five countries and more than forty industries have attended business programs at Disney Institute and learned how to adapt the Disney approach for their own organizations. Be Our Guest highlights the successes many of these companies have achieved, plus the key processes and best practices that have made Disney a trusted and revered brand around the world for more than eighty-five years.
Want more insight on The Walt Disney Company, its founder, and its driving creative forces? Explore these behind-the-scenes stories from Disney Editions:

  • Travels with Figment: On the Road in Search of Disney Dreams (By Disney Legend Marty Sklar)
  • One Little Spark Mickey's Ten Commandments and The Road to Imagineering (By Disney Legend Marty Sklar)
  • Magic Journey: My Fantastical Walt Disney Imagineering Career (By Kevin Rafferty)
  • Travels with Walt Disney: A Photographic Voyage Around the World Read More chevron_right

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Book Reviews (11)

5
  |   11  reviews
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5
   Changing the environment of care
Within a week of giving the books, I started seeing the patient environment change for the better. He also said that creates a person who thinks differently about how to create a desirable environment for care.
 
5
   What a great book!
It's such a great addition to my collection, Melissa Berryhill said of the book. This is exactly what industries are looking for when it comes to soft skills and customer care, said Jackie Lovett, director of corporate training for the Atlanta-based Training Resource Group.
 
5
   The Magic of Disney in a Book
What I cannot imagine is a better indication of the quality of book than to have finished it in two days, he said. Be Our Guest is the book by Theodore Kinni of InSite to provide a framework for any business to follow to provide great Guest Services. Disney has been on the edge of great customer service for years and this book goes to show the amount for Disney puts into growing their cast members to provide the best experiences in their parks and surrounding areas. If you are looking to give your customers the best possible experiences, this book is for you.
 
4
   Insightful
This is a good read for anyone in the service business. Matrix is an excellent product, said Dr. Robert D. E. Peters, IBM's executive vice president.
 
4
   Valuable insights for anyone involved in, or aspires to a management position.
As experts at establishing a customer experience that is unparalleled, the decision to publish their methods and the rationale behind those methods is a remarkable gift to anyone who is involved in management or aspires to be an exceptional manager, the book says. From hiring, to management, to customer interaction, this book provides tremendous insight into a successful story that is worth emulating in any industry.
 
5
   Great look into Disney customer service
I really enjoyed this insight into Disney and how they operate, said Blair. Commonsense is one of those things. But it also offers interesting perspectives and frameworks to look at how you operate your customer service practices.
 
5
   No one does it better than Disney- this tells you how!
I have read the book and found it to be the best book I have ever read.
 
4
   Disney's nailed the art of customer service!
Easy to read. Liked it, said Blair. I learned a few things, he said. Me, as bible study leader, I welcome ways to create environments that will open up people's hearts and to see with fresh eyes, he said. Disney is de facto for customer service. They pay attention to detail, even if it's just a few lines. It's just that you won't see peeling paint at Disney. Before that I worked in television, manufacturing, help desk for federal government, help desk for state government and healthcare. Some of these organizations are no longer around, but if they had applied some of these Disney basics, they could have thrived and still been around, Mr. Dhaliwal said.
 
3
   Good historical context on the park industry started, but low on depth on disney
He said the book was okay. Some good on the culture and the inner workings of the operations and how the guest culture at Disney drives its excellence, he said.
 
5
   Excellent source for customer satisfaction
This book not only gives you a peek behind the scenes of Disney but it offers useful practical information that all business can use whether big or small.
 
12