PDF Ebook Be Our Guest: Perfecting the Art of Customer Service (Disney Institute Book, A)
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Be Our Guest: Perfecting the Art of Customer Service (Disney Institute Book, A)
PDF Ebook Be Our Guest: Perfecting the Art of Customer Service (Disney Institute Book, A)
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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.
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Product details
Series: Disney Institute Book, A
Hardcover: 224 pages
Publisher: Disney Editions; Revised, Updated edition (November 8, 2011)
Language: English
ISBN-10: 1423145844
ISBN-13: 978-1423145844
Product Dimensions:
6.5 x 0.8 x 9.5 inches
Shipping Weight: 1 pounds (View shipping rates and policies)
Average Customer Review:
4.6 out of 5 stars
211 customer reviews
Amazon Best Sellers Rank:
#5,997 in Books (See Top 100 in Books)
As a former cast member of Walt Disney World, and one who has read widely on Walt Disney and his creative genius, I approached this book with high expectations. Would Theodore Kinni be able to capture the essence of the practical magic of WDW? He does! Cast members often speak of "pixie dust" falling upon them--either you have it or you don't. Those who do are happily driven by the principles referred to in this book. I spent countless hours in heat, humidity, and occasional raging thunder storms to help bring happiness to our guests. It was great fun to sneak up behind a harried father who was attempting to get his weary children to smile for the camera. A few quick mugs from me almost always brought the grins Dad was looking for. Offering helpful directions. Keeping a straight face when asked "interesing" guestions: "Is that real water?" "No, Ma'am, that's Disney water!"A highlight of my life was walking through the Imagineering building in Burbank and witnessing first-hand the creative genius of the Disney organization. I learned to appreciate my own creativity --not to be afraid to dream and then to do!So what of the Disney philosophy can be applied to other businesses? Easy. Whatever you do must be of the highest quality--and always with the customers' needs in mind. You "plus" it--giving more than is expected. Every contact made with your customer must be memorable. That person will walk away feeling as if he or she has just made a new friend--a friend who has made you feel valued and important. So, are you up to the challenge? If you are, your business and its culture will never be the same.
I am a health care administrator and I liked the book so much I bought copies for all of my department managers. Within a week after giving the books, I started seeing the patient environment change for the better. A really good investment. Causes a person to think differently about how to create a desirable environment for care.
Best customer service book I've read in 40 years, and I've read a lot of them! Contained herein are some of the best common sense step-by-step methods I've seen for achieving excellence in customer service. Buy a copy for every manager in your organization and use it as a road map - work through the chapters together as a team snd translate your insights into action. The book is rich with questions to help get everyone in your organization thinking seriously about how to create amazing customer service.
Disney create a magical experience whilst you are in the resorts and theme parks. But of course it doesn't happen by magic. They don't have a secret pixie dust mine run by dwarves. They use the combination of cast, setting and process to superb effect.They do have an excellent cast- who are very well trained and drilled- and who have very clear priorities set for their work. This clarity allows them to do their work well- and creates a safe framework within which they can improvise freely and safely- creating magical moments and memories for guests. Disney Cast are simultaneously very disciplined, and yet very free and trusted. This is a good combination to achieve in any industry yet rarely done as well as by Disney and its cast. In particular the need for control and direction felt in many organisations actually leads them down the path to failure. The chains of unjustified assurance (See for example The Audit Society: Rituals of Verification demanded in many companies and government departments are actually reducing their degrees of control, and their degrees of effectiveness. The staff end up unable to give their best and the managers fruitlessly keep wondering how to bring out the best in their staff...without giving up control.Disney uses a simple approach based on overarching priorities and then local adaptations for particular settings. Their overarching priorities are very clear- safety, courtesy, show, efficiency, and in that order.Safety is not easy to assure at Disney- huge numbers of guests, and so eventually an incident will occur, even if the risk is one in a million or less- they have that many visitors so that a one in a million event will happen somewhere. Staff are trained to mitigate this risk.Courtesy is their next step. Everyone is a very individual person- and Disney try to match their staff with the people they are serving. They also study culture across the world- and make their gestures clear but neutral and inoffensive. For example a pointing finger may be polite or impolite depending on context- Disney have worked out a strategy to avoid any appearance of impoliteness.Show is harder to define- but it basically means that the guest is always focused on enjoying the park, and not on observing its workings. The amount of design work done to ensure seamless transitions between the areas of the parks is huge. Also the work that has gone into avoiding incongruous back scenes, and abrupt transitions is noteworthy. The audience's attention is never distracted unnecessarily.Efficiency is process management by Disney team mange the flow of people through their locations. The detail with which Disney tracks this is awesome- they know how many people to expect in each bit of their park, and what they will want and need- and plan ahead to meet it. The cast then make it look easy, but there's a detailed process behind it.This book describes well how Disney achieves its quality of service and if you want a bit of that magic to rub off onto you read this book, and learn. It actually makes me appreciate what Disney do more, and also realise that what they do could be replicated and adapted to many other contexts.It's all just hidden within cast, setting and process.
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.
I could not stop reading this book. If every CEO, manager, owner and employee of every company read it and lived by Disney's rules, they would have happier employees and more customers. Well written, concise and excellent advise for everyone who is in any kind of business.
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