Be Our Guest-Revised and Updated Edition: Perfecting the Art of Customer Service (A Disney Institute Book) (U)

Even Before Tom Peters And Bob Waterman Profiled Walt Disney World Resort In Their Groundbreaking Book In Search Of Excellence, The Most Popular Report Destination In The World Enjoyed A Reputation As A Company That Sets The Bench Mark For Best Business Practices. During Its Twenty-five-year History, Disney Institute Has Helped Thousands Of Business Professionals From Virtually Every Industry Worldwide--professionals Who Come To Learn More About The Company That Has Set The Definitive Standard In Customer Service. Learning About The Disney Difference In Professional-development Programs Has Inspired Leaders To Change Not Only Business Practices, But To Examine Their Business Issues In An Entirely New Light. Collaborating With Disney Institute, They Soon Find They Have More In Common With Disney Than They Could Have Imagined. All Organizations Are Driving Toward The Same Goal--serving The People Who Purchase Their Products And Services. Whether They Are Called Clients, Customers, Constituents, Or, In Disney-speak, Guests--organizations Must Satisfy Them Or Risk Losing Them. In This Newly Updated And Revised Edition, One Critical Element Of The Disney Theme Parks Business--how Disney Consistently Delivers Quality Service--is Revealed. Be Our Guest Outlines Proven Disney Best Practices And Processes For Generating Customer Loyalty And Sound Financial Results. These Principles Can Help Your Organization Focus Its Vision And Align Its People And Infrastructure Into A Cohesive Strategy That Delivers On The Promise Of Exceptional Customer Satisfaction. So, Come Take A Look Behind The Scenes. Learn About New And Creative Ways To Energize Your Organization To Strive For A Higher Level Of Success. Foreword / Tom Staggs -- Introduction -- Disney's Approach To Quality Service. Practical Magic ; Magic In Your Organization ; Defining Practical Magic ; The Quality Service Compass -- The Magic Of Service. Guestology Revealed ; Knowing And Understanding Guests ; The Power Of A Common Purpose ; Defining The Common Purpose ; Delivering On The Promise -- The Magic Of 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 Communications ; Service Attention ; Service Process Debugging -- The Magic Of Integration. Putting Quality Service Together ; The Integration Matrix ; Integrating The Star Guest Program ; Three Elements Of Magical Service Moments ; One Final Tool -- The Storyboard -- About The Authors -- End Notes -- Index. By Disney Institute With Theodore Kinni ; Foreword By Robert A. Iger. Includes Bibliographical References And Index.