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Be Our Guest: Perfecting the Art of Customer Service (Disney Institute Book, A) Hardcover – November 8, 2011
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Top Customer Reviews
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.
I read a couple of outstanding books by Disney-outsiders ("Built to Last" by Jim Collins and Jerry Porras, and "The Disney Way" by Bill Capodagli and Lynn Jackson) about how and why they were so impressed with Disney. I wanted to read a book about a Disney-insider's perspectives on what Disney does to impress everyone and exceed all expectations. This book showed me the "what" of Disney's practical magic of customer service: a full-time business of shared values, enforced standards, focused work, self-discipline, and attention to detail that is virtually transparent to all Disney guests. I got all that I wanted and more from this outstanding book.
After I finished reading this book, I read through my highlights and realized that the following paragraph from the introduction perfectly previewed the book:
"In this book, we take you behind the scenes to discover Disney best practices and philosophies in action. We provide you with an insider's glimpse of quality service principles in action both at Walt Disney World, as told from the perspectives of cast members [Disney-speak for "employees"], and in other organizations, as told by executives who have participated in Disney Institute programs. Walt Disney's fundamentals for success still ring true. You build the best product you can.Read more ›
This is the perfect book for someone looking to create more than just a laundry list of policies and procedures. For fans of Disney, the book also gives terrific insights into Walt Disney's vision and the Disney way of doing things.
Most Recent Customer Reviews
When I first read this book, I was serving on a church staff and found it's philosophy to be extremely applicable to what we were trying to do. Read morePublished 2 months ago by Keith Stephenson
great book and good read. Gave great insight into customer service. The book does lean a little heavy on trying to sell you on the Disney Institution training classes.Published 5 months ago by Jon Piccolo
Simply loved this book. After reading it you'll learn why Disney is the happiest place on earth, and why it's no accident. Read morePublished 5 months ago by Tyson