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The Wonderful World of Customer Service at Disney Paperback – February 9, 2009


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Product Details

  • Paperback: 150 pages
  • Publisher: Performance Journeys Publishing; First edition (February 9, 2009)
  • Language: English
  • ISBN-10: 0615265774
  • ISBN-13: 978-0615265773
  • Product Dimensions: 8.8 x 5.9 x 0.5 inches
  • Shipping Weight: 9.6 ounces
  • Average Customer Review: 4.6 out of 5 stars  See all reviews (11 customer reviews)
  • Amazon Best Sellers Rank: #1,215,948 in Books (See Top 100 in Books)

Editorial Reviews

About the Author

For over twenty-five years Jeff has focused on performance initiatives for the private and public sector. Those activities have ranged from providing leadership programming for top executives at GE to transforming the customer service experience for over 125,000 employees of Starwood Hotels & Resorts. Clients have included Shell, Federal Express, Office Depot, MetLife, Boeing and Volkswagen of North America. Consulting solutions have ranged from leadership to performance management; from customer loyalty to team building. Many of Jeff's consultant activities were associated with The Disney Institute, a best-practices institution modeled on America's first corporate university. While there, Jeff was responsible for building Disney's customer service and creativity programs. The models, concepts, and examples of that program were later introduced to corporate America in Be Our Guest, a popular benchmarking title published by The Disney Institute, with a forward by Michael Eisner. As chief Learning Architect of The Public Strategies Group, Jeff has been focused on the establishment and support of training and development for federal, state and local entitles. This includes a multi-year focus in transforming Federal Student Aid for The Department of Education. As a keynote speaker he has addressed a wide variety of topics for groups like Miami-Dade, The City of Sammamish and the governor's office in Iowa. While in Iowa he also created performance management training for the Department of Administrative Services, and for the Department of Corrections. Recently he has been providing leadership-wide development and support for the New York City Department of Finance. Jeff is now President of Performance Journeys, a training and development group devoted to developing and implementing performance improvement and learning in the workplace. He is also CEO for World Class Benchmarking, where he provides a programming series that benchmarks many of America's greatest organizations, such as Nordstrom, Ritz-Carlton and JetBlue. Recently, World Class Benchmarking supports organizations with thought leadership and practical solutions in building great brands, creating high-performance cultures, and in establishing world class results.

More About the Author

As author, facilitator, consultant, and subject matter expert, Jeff has focused on training & development initiatives for the private and public sector. Those diverse activities have ranged from providing leadership programming for executives at GE to transforming Federal Student Aid for The Department of Education. Clients previously have included Federal Express, Office Depot, MetLife, New York City Department of Finance, and Volkswagen of North America. Topics have ranged from leadership to performance accountability; from customer loyalty to team building.

Jeff was formerly a leader with the Disney Institute, a best-practices institution modeled on America's first corporate university. While there, Jeff was responsible for working across the entire Walt Disney World Resort and designing Disney's customer service programs. The models, concepts, and examples of those programs were later introduced to corporate America in Be Our Guest, a popular benchmarking title published by The Disney Institute, with a forward by CEO Michael Eisner.

Jeff played a key role in developing other programs at The Disney Institute to include Disney's Approach to Customer Loyalty, and Disney's Approach to Customer Service for the automotive and healthcare fields. The programs he has created has been seen by scores of thousands of participants in hundred of organizations across the world. He continues to be the benchmarking watchdog for best-in-business practices throughout the Walt Disney Company.

Jeff is now president of Performance Journeys, a training and development group devoted to developing and implementing performance improvement and learning in the workplace. He is also a partner and CEO of World Class Benchmarking, where he provides a programming series that benchmarks many of America's greatest corporations.

In addition to being an online columnist and a blogger, he has written "The Wonderful World of Customer Service at Disney" along with "Lead With Your Customers: Transforming Your Culture and Brand into World-Class Excellence." He has also created the "Disney at Work" interactive app series available via iTunes for the iPhone & iPod touch. These focus on best-in-business practices at both Disneyland and Walt Disney World.

Organizations across the public and private sector spectrum tap into his background to improving excellence in their organization, and he spends much of his time helping organizations in attaining greater results.

Customer Reviews

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This book will tell you why the Magic Kingdom is truly magical.
l2f
I have seldom read a business book that was this much fun to read and contained so much valuable information.
J. Bowe
"The Wonderful World of Customer Service at Disney", is the best resource to support this journey.
Jula Jannausch

Most Helpful Customer Reviews

2 of 2 people found the following review helpful By J. Bowe on May 29, 2010
Format: Paperback Verified Purchase
Jeff Kober has done an outstanding job highlighting the nuances of Disney's approach to customer service and demonstrating ways the same level of service can be applied to my small business. The personal experiences, and the historical perspective behind the design of Disney attractions and systems, made this an easy and interesting read that left me excited to go out and apply the same principles.

I have seldom read a business book that was this much fun to read and contained so much valuable information.

Excellent!!
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2 of 2 people found the following review helpful By Neal Anderson on May 10, 2009
Format: Paperback Verified Purchase
Jeff Kober does a great job at showing the inner workings at Disney from a fans viewpoint, then explains how things work and why. The best part, though, is how he shows you how you can apply these practices to improve your own business. I highly reccomend his book.
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1 of 1 people found the following review helpful By Carl A. Lofy on March 24, 2009
Format: Paperback
The author captures the magic of Disney, paradoxically by showing that it isn't magic at all but the fruit of hard, focused, imaginative, persistent work and attention to minute detail. The book provides very specific steps people can take to build customer satisfaction in their organizations. The author communicates joy, delight, enthusiasm, and thorough understanding for the Disney model. The book is upbeat, positive, informed, specific, and original. Highly recommended.
--Chuck Lofy, Lofy Associates, Inc.
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Format: Paperback
From a writer's view point, Jeff has taken all of his experiences surrounding customer service and his personal love for Disney to write, "The Wonderful World of Customer Service," about one of the world's more formidable and most successful business platforms, Walt Disney World. Jeff invites the reader to take a walk with him along his Disney journey to gain an in depth understanding of the inner workings of the mouse. This book is written in a way that is easy to read, extremely informative and ultimately makes the design of customer service fun. As a business owner, customer service representative, Disney lover, or simply want to do better in anything you do to put a smile on another's face, you will take pride in creating a new customer service plan within your own business after reading this book; in a way that will benefit everyone involved from the stakeholders, to the audience, to your employees. I enjoyed reading this book. It is informative and much more enjoyable to read than any other business focused book I have ever read before.
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Format: Kindle Edition Verified Purchase
Although not as in-depth as I would've liked this book was a good primer on how Disney provides such great customer service experiences. I'd recommend it to anybody trying to bring a little Disney magic to their business.
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Format: Kindle Edition Verified Purchase
I loved this book! Like the author, I grew up with Disney and enjoyed reading about some of the Disney history. This book will tell you why the Magic Kingdom is truly magical. Great tips to bring Disney philosophy to your work place.
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