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The Wonderful World of Customer Service at Disney Paperback – November 1, 2013
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About the Author
An author, facilitator, consultant, and teacher, Jeff has focused on improving organizations in the private, public and non-profit sectors. 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 collaborating 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 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 hundreds of organizations across the world. He continues to be the benchmarking watchdog for best-in-business practices throughout Walt Disney World. He has created the "Disney at Work" interactive app series via iTunes for the iPhone and iPad. These focus on best-in-business practices at both Disneyland and Walt Disney World. Also available as an iBook is "Lessons From Epcot: In Leadership, Business & Life." His blog, DisneyatWork.com reaches readers throughout the world. 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 such as Google, JetBlue, REI, Mayo Clinic, and others. Together he and his partner has authored "Lead With Your Customer: Transform Culture and Brand Into World-Class Excellence". Today Jeff spends time across the country and the globe helping organizations improve in terms of customer service, employee engagement, and leadership development. He has worked with organizations as diverse as Federal Express, MetLife, Westin Hotels, and the City of New York.
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I have seldom read a business book that was this much fun to read and contained so much valuable information.