be our guest revised and updated edition perfecting the art of customer service the disney institute leadership series

Download Book Be Our Guest Revised And Updated Edition Perfecting The Art Of Customer Service The Disney Institute Leadership Series in PDF format. You can Read Online Be Our Guest Revised And Updated Edition Perfecting The Art Of Customer Service The Disney Institute Leadership Series here in PDF, EPUB, Mobi or Docx formats.

Be Our Guest Revised And Updated Edition

Author : The Disney Institute
ISBN : 9781423140146
Genre : Juvenile Nonfiction
File Size : 34. 5 MB
Format : PDF
Download : 316
Read : 322

Get This Book


Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Be Our Guest specializes in helping professionals see new possibilities through concepts not found in the typical workplace, revealing even more of the business behind the magic of quality service.

Be Our Guest

Author : The Disney Institute
ISBN : PSU:000057229805
Genre : Juvenile Fiction
File Size : 25. 66 MB
Format : PDF
Download : 396
Read : 973

Get This Book


.

Creating Magic

Author : Lee Cockerell
ISBN : 9780385523868
Genre : Business & Economics
File Size : 41. 66 MB
Format : PDF, ePub, Mobi
Download : 330
Read : 936

Get This Book


Drawing on the concepts and principles taught at the Disney Institute, a former Disney executive introduces a series of strategies designed to promote "magic" within any organization, enhanced by real-life anecdotes and sound business advice.

Disney U How Disney University Develops The World S Most Engaged Loyal And Customer Centric Employees

Author : Doug Lipp
ISBN : 9780071808088
Genre : Business & Economics
File Size : 29. 60 MB
Format : PDF, Kindle
Download : 861
Read : 1232

Get This Book


Leadership lessons from the iconic brand you can use to drive Disney-style success In helping Walt Disney create “The Happiest Place on Earth,” Van France and his team started a business revolution in 1955 that eventually became the Disney University—the employee training and development program that powers one of the most famous brands on earth. Disney U examines how Van France's timeless company values and leadership expertise have turned into a training and development dynasty: the Disney U. The book reveals the heart of the Disney Culture and describes the company's values and operational philosophies that support the world-famous Disney brand. Doug Lipp is an internationally acclaimed expert on customer service, leadership, change management and global competitiveness, specializing in the lessons he learned at the Disney U.

The Experience

Author : Bruce Loeffler
ISBN : 9781119028673
Genre : Business & Economics
File Size : 57. 92 MB
Format : PDF, Kindle
Download : 857
Read : 920

Get This Book


Bring Disney-level customer experience to your organization with insider guidance The Experience is a unique guide to mastering the art of customer service and service relationships, based on the principles employed at the renowned leader in customer experience ­— the Walt Disney Company. Co-Author Bruce Loeffler spent ten years at Disney World overseeing service excellence, and has partnered with Brian T. Church in this book, to show you how to bring that same level of care and value to your own organization. Based on the I. C.A.R.E. model, the five principles — Impression, Connection, Attitude, Response, and Exceptionals — give you a solid framework upon which to raise the level of your customer experience. You will learn how to identify your customer service issues and what level of Experience you are currently offering. You can then determine exactly what the "customer experience" should be for your company, and the changes required to make it happen. The Walt Disney Company is the most recognized name in the world for customer service. The "Disney Experience" draws customers from all around the world,. This book describes what it takes to achieve that level of Experience, and how any organization can do it with the right strategy and attention to detail. When the Experience is enhanced, the opportunity arises to convert customers to ambassadors who will share their Experience with others. Find "the experience" and what it means to the Organization Learn the five levels of experience, and why most companies fail at it Identify service problems that face every company in the marketplace Utilize the Experience Quotient and apply the I. C.A.R.E. principles Learn how to convert customers to ambassadors who share their story with others Customers are the lifeblood of business. A great product offering isn't enough in today's marketplace, where everyone's looking for an "experience.” Imagine the kind of value a Disney-level customer experience could bring to your organization. The Experience is a guide to getting there, from an insider's perspective.

Delight Your Customers

Author : Steve Curtin
ISBN : 9780814432822
Genre : Business & Economics
File Size : 68. 50 MB
Format : PDF, ePub
Download : 293
Read : 276

Get This Book


Great customer service is rare. In fact, one survey found that while 80 percent of companies described themselves as delivering "superior" service, consumers estimated the number at a mere 8 percent. The problem, according to service expert Steve Curtin, is actually quite simple. When asked what their work entails, most employees list the duties and tasks associated with their position. Very few refer to the true essence of their job, which should be their highest priority-to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. Without this customer focus, all that exists is a transaction-and transactional service does not make a lasting positive impression or inspire loyalty. In Delight Your Customers, Curtin reveals three elements common to all exceptional service experiences. He also makes a compelling case that attention needs to shift from monitoring service activities to modeling, recognizing, and reinforcing the behaviors that actually create happy customers, such as expressing genuine interest, offering sincere compliments, sharing unique knowledge, conveying authentic enthusiasm, providing pleasant surprises, and delivering service heroics when needed. Illustrated with real-world stories and examples, this refreshing guide helps readers everywhere take their customer service from ordinary to extraordinary.

Uncommon Service

Author : Frances Frei
ISBN : 9781422133316
Genre : Business & Economics
File Size : 30. 47 MB
Format : PDF, Docs
Download : 670
Read : 686

Get This Book


Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.

The Disney Way Revised Edition

Author : Bill Capodagli
ISBN : 9780071766814
Genre : Business & Economics
File Size : 45. 34 MB
Format : PDF, Mobi
Download : 132
Read : 992

Get This Book


“So useful you may whistle while you work”- Fortune The original edition of The Disney Way was awarded a coveted “Best Business Book of the Year” by Fortune magazine. The world's foremost experts on Disney, Bill Capodagli and Lynn Jackson revealed Walt's secret success formula that propelled his company into the highest echelon of business, creativity, innovation, and success. Now this fully revised edition profiles a new set of diverse organizations-from The Cheesecake Factory, Ernst and Young, and Four Seasons Hotels and Resorts, to Griffin Hospital, John Robert's Spa, and Men's Wearhouse-that have redefined their businesses by embracing The Disney Way. Walt's “dream, believe, dare, do” credo is a powerful foundation that will support any business, drive any team, and guide any leader to newfound levels of success. “It was the Disney standard of imagination and engagement that inspired me so many years ago...Now, Bill and Lynn bring these ideals and practices into practical use, with something for any dreamer to use.”-from the new foreword by John Christensen, coauthor of the bestselling book FISH! “This book is about the real magic: Stimulating and harmonizing the collective energy of your people.”-Ken Blanchard, bestselling author of The One Minute Manager

Lessons From The Mouse

Author : Dennis Snow
ISBN : 0615372414
Genre : Business & Economics
File Size : 85. 95 MB
Format : PDF, ePub, Docs
Download : 161
Read : 1127

Get This Book


Outlines ten practical principles for increasing the effectiveness of any business organization, based on the author's years at Disney World.

The New Gold Standard 5 Leadership Principles For Creating A Legendary Customer Experience Courtesy Of The Ritz Carlton Hotel Company

Author : Joseph Michelli
ISBN : 0071641637
Genre : Business & Economics
File Size : 72. 3 MB
Format : PDF, ePub, Mobi
Download : 316
Read : 1227

Get This Book


Discover the secrets of world-class leadership! When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed. The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as: Understanding the ever-evolving needs of customers Empowering employees by treating them with the utmost respect Anticipating customers' unexpressed needs and concerns Developing and conducting an unsurpassed training regimen Sharing engaging stories from the company's employees--from the corporate office and hotels around the globe--Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it constantly hones and improves them. The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.

Top Download:

Best Books