Be Our Guest
 | author: Ted Kinni asin: 0786853948 binding: Paperback list price: $10.95 USD amazon price: $8.76 USD |
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.
Comments
Put our service to the test
For me this book has three main selling points for both Cast Members looking to expand their knowledge and businesses looking to learn from the Disney Way.
I learned more about how Disney delivers;
Quality whether it is in merchandise, training or services.
Disney Customer Service the how and perhaps more importantly the why.
How adapt and fit the Disney way into other companies. The book offers many examples, a few of which I have used myself.
The publishers summed the book up well in the following;
"In this book, we take you behind the scenes to discover Disney best practices and philosophies in action. … Sharing the secrets behind Disney's `practical magic' in this book is yet another example of Disney's commitment to exceptional Guest [Disney-speak for "customer"] service. Read this book and enjoy being Disney's Guest.”
On the whole this is perhaps the best book I have read on customer service and I would highly recommend it!