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Product Description
Product Description
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.
Walt Disney harnessed the talents of his "cast members" and inspired their hearts with his vision to create unparalleled entertainment experiences. Read the first page
Concordance
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Most helpful customer reviews
3.0 out of 5 stars
Anthony Pittarelli's review,
By
This review is from: BE OUR GUEST: Perfecting the art of customer service (Hardcover)
I started reading this book with not really expecting much. I learned how the Disney company is a very well oiled wheel. I have been to Disneyland many times in my life and I have been trying to put my finger on just what exactly feel so magical and surreal about the whole experience. It is so hard to explain but this book help me understand what it is all about.
5.0 out of 5 stars
Outstanding Book About Disney, By Disney,
By Matthew Dodd (Virginia, USA) - See all my reviews
This review is from: BE OUR GUEST: Perfecting the art of customer service (Hardcover)
I highly recommend this easy-reading book for three reasons. First, it helped me understand and appreciate how Disney continues to deliver the highest quality products and services year-in and year-out. Secondly, it clearly described many proven ways and concepts to improve my organization's customer service. Lastly, this book gave me a lot of practical lessons that can and should be adapted to fit into most management or leadership situations.I read a couple of outstanding books by Disney-outsiders ("Built to Last" by Jim Collins and Jerry Porras, and "The Disney Way" by Bill Capodagli and Lynn Jackson) about how and why they were so impressed with Disney. I wanted to read a book about a Disney-insider's perspectives on what Disney does to impress everyone and exceed all expectations. This book showed me the "what" of Disney's practical magic of customer service: a full-time business of shared values, enforced standards, focused work, self-discipline, and attention to detail that is virtually transparent to all Disney guests. I got all that I wanted and more from this outstanding book. After I finished reading this book, I read through my highlights and realized that the following paragraph from the introduction perfectly previewed the book: "In this book, we take you behind the scenes to discover Disney best practices and philosophies in action. We provide you with an insider's glimpse of quality service principles in action both at Walt Disney World, as told from the perspectives of cast members [Disney-speak for "employees"], and in other organizations, as told by executives who have participated in Disney Institute programs. Walt Disney's fundamentals for success still ring true. You build the best product you can. You give people effective training to support the delivery of exceptional service. You learn from your experiences. And you celebrate success. You never stop growing. You never stop believing." 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.
5.0 out of 5 stars
Great Teaching Tool,
By Marc S Compeau (Potsdam, New York United States) - See all my reviews
This review is from: BE OUR GUEST: Perfecting the art of customer service (Hardcover)
As the Director of an Entrepreneurship Program at a private University, I have found this book to be a valuable teaching tool. Students at all levels of learning enjoy the book because it connects practical stories that students can understand to important aspects of customer service as well as employee management. As recent visitors with our two young children, my wife and I enjoyed the book purely from a "guest" perspective. You can really appreciate all that goes into the magic of the Disney parks by reading this book.
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