Be our guest Perfecting the art of customer service
Book - 2001
Saved in:
- Subjects
- Published
-
New York :
Disney Editions
2001.
- Language
- English
- Corporate Author
- Corporate Author
- Edition
- 1st ed
- Physical Description
- 206 p.
- Bibliography
- Includes bibliographical references and index.
- ISBN
- 9780786853076
- Foreword
- Introduction
- Chapter 1. Service, Disney Style
- Practical magic
- Magic in your organization
- Defining practical magic
- Introducing the Quality Service Cycle
- Chapter 2. The Magic of Service
- Guestology revealed
- Knowing and understanding guests
- The power of a service theme
- Defining the service theme promise
- Delivering on the promise
- Chapter 3. The Magic of the Cast
- Casting the first impression
- Outfitting the cast for service delivery
- The behaviors of Quality Service
- Think globally, perform locally
- Building your performance culture
- Chapter 4. The 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
- Chapter 5. The Magic of Process
- Process and combustion
- Guest flow
- Cast-to-guest communication
- Service attention
- Service process debugging
- Chapter 6. The Magic of Integration
- Putting Quality Service together
- The Integration Matrix
- Integrating service at Disney Vacation Club
- Three elements of magical service moments
- One final tool: The storyboard
- Index