Be Our Guest: Revised and Updated Edition: Perfecting the Art of Customer Service (The Disney Institute Leadership Series)

Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Be Our Guest specializes in helping professionals see new possibilities through concepts not found in the typical workplace, revealing even more of the business behind the magic of quality service. ** About the Author The Disney Institute is the professional development and external training arm of The Walt Disney Company. The company showcases "the business behind the magic" through seminars, workshops, and presentations. Theodore Kinni has written, ghostwritten, or edited numerous books, including No Substitute for Victory, Achieve Sales Excellence, and Ayn Rand and Business. His articles and reviews have appeared in a wide variety of business periodicals. Barry Abrams has narrated and produced audiobooks for a variety of publishers. Since 2012, he has also hosted and produced ESPN's In the Gate podcast. Based in Danbury, Connecticut, Barry engineers and calls live webcasts of his son's ice hockey games. Business & Money,Business Culture,Motivation & Self-Improvement,Industries,Hospitality; Travel & Tourism,Management & Leadership,Management,Motivational,Processes & Infrastructure,Customer Relations,Travel,Specialty Travel,Theme Parks,United States,Florida,Disney World,Orlando,Business Life,Customer Service 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