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The Wonderful World of Customer Service at Disney Kindle Edition
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|Length: 150 pages||Word Wise: Enabled||Enhanced Typesetting: Enabled|
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Disney has long been renowned for their ability to exceed extraordinarily high expectations of "guests" from all over the world. "The Wonderful World Of Customer Service At Disney" provides an in-depth exploration of how The Disney Company earns this reputation each and every day.
Written in three sections, Kober covers the entire customer service experience by revealing the following:
1. "The Mind of Service": Showing how world-class providers of service think and what they focus on that makes them different/better - everything from connecting to values to getting buy-in on standards of excellence.
2. "The Hands Of Service": Details the "how" of delivering consistently high levels of service from the operational standpoints of people, setting, and process. Detailing actual employee behaviors, Kober shares great specific examples of behind-the-scenes business tips that lead to "on stage" (as Disney puts it) operational/customer experience results.
3. "The Heart Of Service": In addition to the myriad of tips Kober provides, he delves into what needs to happen to make a special experience even more magical. By showing how to make each and every customer feel important, understood, and valued, Mr. Kober unlocks solutions to some of the challenges every business leader faces today.
J. Jeff Kober has succeeded in packing more value into 150 pages than most other business books on the market today. His extremely readable and "cut to the chase" style really does the job - allowing us to catch the real-life "magic" and still have time to actually implement it in our own operation.
If every leader truly interested in making huge improvements in their business results read this book and made it required reading for their employees, we might actually see some way-overdue transformation in the way we're treated as customers. I know consumers everywhere are eager to be loyal to a company that makes this important effort - and J. Jeff Kober's book actually shows us how.