Be our guest : perfecting the art of customer service

Summary: 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.