Ebook Download Be Our Guest: Perfecting the Art of Customer Service, by The Disney Institute, Theodore Kinni
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Be Our Guest: Perfecting the Art of Customer Service, by The Disney Institute, Theodore Kinni
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Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the tenth anniversary of the original Be Our Guest, the Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service. During the last twenty-five years, thousands of professionals from more than thirty-five countries and more than forty industries have attended business programs at Disney Institute and learned how to adapt the Disney approach for their own organizations.
- Sales Rank: #1130394 in Books
- Published on: 2015-05-05
- Formats: Audiobook, MP3 Audio, Unabridged
- Original language: English
- Number of items: 1
- Dimensions: 7.40" h x .60" w x 5.30" l, .20 pounds
- Running time: 5 Hours
- Binding: MP3 CD
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.
Most helpful customer reviews
93 of 95 people found the following review helpful.
A Former Cast Member's Response
By Paul T. Smith
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.
56 of 56 people found the following review helpful.
Changing the environment of care
By Yellow Bird
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.
22 of 22 people found the following review helpful.
Wonderful book!
By L. K. Larson
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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