Coverart for item
The Resource Be our guest : perfecting the art of customer service, by Disney Institute with Theodore Kinni ; foreword by Robert A. Iger

Be our guest : perfecting the art of customer service, by Disney Institute with Theodore Kinni ; foreword by Robert A. Iger

Label
Be our guest : perfecting the art of customer service
Title
Be our guest
Title remainder
perfecting the art of customer service
Statement of responsibility
by Disney Institute with Theodore Kinni ; foreword by Robert A. Iger
Title variation
Perfecting the art of customer service
Contributor
Author
Subject
Language
eng
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
Cataloging source
DLC
Dewey number
791.06875924
Illustrations
illustrations
Index
index present
LC call number
GV1853.3.F62
LC item number
W3417 2011
Literary form
non fiction
Nature of contents
bibliography
http://library.link/vocab/relatedWorkOrContributorDate
1956-
http://library.link/vocab/relatedWorkOrContributorName
  • Kinni, Theodore B.
  • Disney Institute
http://library.link/vocab/subjectName
  • Disney Institute
  • Walt Disney World (Fla.)
  • Amusement parks
Label
Be our guest : perfecting the art of customer service, by Disney Institute with Theodore Kinni ; foreword by Robert A. Iger
Instantiates
Publication
Copyright
Bibliography note
Includes bibliographical references and index
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Contents
Foreword / Tom Staggs -- Introduction -- 1. Disney's approach to quality service: -- Practical magic -- Magic in your organization -- Defining practical magic -- Quality service compass -- 2. Magic of service: -- Guestology revealed -- Knowing and understanding guests -- Power of a common purpose -- Defining the common purpose -- Delivering on the promise -- 3. Magic of cast: -- Casting the first impression -- Outfitting the cast for service delivery -- Behaviors of quality service -- Think globally, perform locally -- Building your performance culture -- 4. 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 -- 5. Magic of process: -- Process and combustion -- Guest flow -- Cast-to-guest communications -- Service attention -- Service process debugging -- 6. Magic of integration: -- Putting quality service together -- Integration matrix -- Integrating the star guest program -- Three elements of magical service moments -- One final tool-the storyboard -- About the authors -- End notes -- Index
Control code
ocn703205816
Dimensions
24 cm.
Edition
Revised and updated edition.
Extent
xvi, 208 pages
Isbn
9781423145844
Lccn
2011023545
Media category
unmediated
Media MARC source
rdamedia
Media type code
n
Other physical details
illustrations
System control number
(OCoLC)703205816
Label
Be our guest : perfecting the art of customer service, by Disney Institute with Theodore Kinni ; foreword by Robert A. Iger
Publication
Copyright
Bibliography note
Includes bibliographical references and index
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Contents
Foreword / Tom Staggs -- Introduction -- 1. Disney's approach to quality service: -- Practical magic -- Magic in your organization -- Defining practical magic -- Quality service compass -- 2. Magic of service: -- Guestology revealed -- Knowing and understanding guests -- Power of a common purpose -- Defining the common purpose -- Delivering on the promise -- 3. Magic of cast: -- Casting the first impression -- Outfitting the cast for service delivery -- Behaviors of quality service -- Think globally, perform locally -- Building your performance culture -- 4. 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 -- 5. Magic of process: -- Process and combustion -- Guest flow -- Cast-to-guest communications -- Service attention -- Service process debugging -- 6. Magic of integration: -- Putting quality service together -- Integration matrix -- Integrating the star guest program -- Three elements of magical service moments -- One final tool-the storyboard -- About the authors -- End notes -- Index
Control code
ocn703205816
Dimensions
24 cm.
Edition
Revised and updated edition.
Extent
xvi, 208 pages
Isbn
9781423145844
Lccn
2011023545
Media category
unmediated
Media MARC source
rdamedia
Media type code
n
Other physical details
illustrations
System control number
(OCoLC)703205816

Library Locations

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      30.05257 -95.26244
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