Be Our Guest: Perfecting the Art of Customer Service / Edition 10 available in Hardcover
Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the tenth anniversary of the original Be Our Guest, Disney Institute, which 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.
About the Author
Ted Kinni has authored thirteen business books. He has ghostwritten seven books for Booz & Company, Prime Resource Group, The Walt Disney Company, LIF Group, and IMPAQ, Inc. He is also an active business journalist, whose articles and book reviews have appeared in a wide variety of periodicals, including cover stories in Harvard Management Update, Across the Board, Training, Selling Power, Quality Digest, and Corporate University Review.
Easy book to read. I liked it. I learned a few things. Me, as bible study leader, I welcome ways to create environments that will open up people's hearts and to see with fresh eyes! I agree Disney is de facto for customer service. They do pay attention to detail! True you will never see peeling paint at Disney. I used to work 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. This is a good read along with books on Six Sigma and Lean.
Excellent book and good revision. It was sort of weird to see quotes from many who were formerly in their positions.