Rate this book

Be Our Guest: Perfecting The Art Of Customer Service (2011)

by Ted Kinni(Favorite Author)

3.93 of 5 Votes: 3

ISBN

1423145844 (ISBN13: 9781423145844)

languge

English

genre

Nonfiction

publisher

Disney Editions

review 1: Being a huge Disney fan, I really wanted to love this book. And the behind the scenes peek at things that one would normally not learn unless they were a Disney employee about the way they deliver an unparalleled experience was quite entertaining.However there wasn't enough practical application to make this a useful book for trying to evaluate my own corporate culture. Some exercises to apply the Disney philosophy to other industries would have made this more helpful.
review 2: Why did I give this book 5 out of 5 stars? Let me count the ways:1. Because Disney Institute knows what it's doing - it's a space where people don't just learn how to do their jobs well, but they discover how they can fit into the bigger picture of the greatest day of a guest's life.... more2. Because I met someone who works in the Disney Institute - 33 years in Disney, to be precise - & his humility spoke volumes. He's the kind of person I want to help hire for my organization.3. Because in designing the WOW guest experience, Disney knows that both the devil & god are in the details.4. Because Disney has created an environment where it's unacceptable to NOT walk the talk.If you're searching for or reviewing a group of consultants to work on a service excellence project, use the points in this book to describe the kind of environment you need to create. If the consultant you're meeting doesn't get the picture, they don't have the right mental space to help you succeed. less

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