|Be Our Guest: Perfecting the Art of Customer Service (2001, Hardcover)|
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|Even before Tom Peters and Bob Waterman profiled Walt Disney World Resort in their groundbreaking book In Search of Excellence, the most popular resort destination in the world enjoyed a reputation as a company that sets the benchmark for best business practices.|
Whether they are called clients, customers, constituents, or, in Disney-speak, guest, all organizations must better serve the people who purchase their products and services or risk losing them. Now, for the first time, one critical element of the methods behind the magic that is the Walt Disney World Resort-quality service-is revealed in Be Our Guest. Even before Tom Peters and Bob Waterman profiled Walt Disney World Resort in their groundbreaking book In Search of Excellence, the most popular resort destination in the world enjoyed a reputation as a company that sets the benchmark for best business practices. Be Our Guest outlines proven Disney principles and processes for helping your organization focus its vision and align its people and infrastructure into a cohesive strategy that delivers on the promise of exceptional customer service.
|Number Of Pages||208 pages|
|Series||The Disney Institute Leadership Ser.|
|LC Classification Number||GV1853.3.F62W3417|
|Edited by||Disney Institute Staff|
|Foreword by||Michael D. Eisner|
Average review score based on 3 user reviews
of customers recommend this product
Wonderful book! It not only gives examples of how Disney provides customer service on a "magical" level, but it also dives into the strategy behind those initiatives. Its a great behind the scenes look at a company who is arguably the world leader in customer service. After reading this book I ordered a copy for all of the regional managers in my company. In a nutshell I would call this book a non-cheesy, real life version of "Raving Fans." Best of all, its an easy read.
I am SO sold on this book, because I am so sold on the approach Disney uses to bring excellence to any business. This book, originally offered as part of a Disney Institute course but then sold separately, has been used by corporations worldwide to help develop company mission statements, guidelines and customer service atmospheres of excellence.
There's a reason why 7 of 10 Guests who visit Walt Disney World return, and it's not just "pixie dust." There are specific areas of customer service they have developed to provide "magical experiences" for all. And this book helps translate that experience into practical application. It covers everything from developing a quality Service Cycle to the importance of the Cast Member (their name for employees), from creating a smooth business process to delivering on a company's promises.
Businesses from Fortune 500 to hospitals to convenience store chains have successfully used the lessons in this 200+ page book to better themselves. The church where I work even incorporated some of the service philosophy into the way we treat Guests.
Most business books bore me, frankly...but whether you're a Disney fan or a businessperson, I believe you'll find this a beneficial read. It's still available at Walt Disney World, but you can often find a copy on eBay for a great price...
Thanks for looking over this review; I hope you'll find the book as helpful as I have. It's been highlighted and underlined throughout...