Perfecting the Art of Customer Service (Disney Institute Book

Great book to understand how customer service improvement can be injected into your own company. From new hire to continuous training, putting the focus on employees relates directly to customer satisfaction.

Informative book with historic perspective on how Disney started his operation. Excellent examples on how to implement quality measures within a given organization. There are many opportunities in the book that teach how use these examples successfully.
Good reading, recommended for all business people

The customer experience in most industries can be improved, and Disney is a great example of how to do just that. This book is very interesting and I'd recommend it to anyone looking to improve their outlook on delivering great customer service.

Be Our Guest is a revealing and compelling look "behind the scenes" of Disney's all-encompassing plan for guest services. With fascinating detail, the book takes the reader on a journey of discovery that unveils a plan for customer service which has set the standard for businesses who deal regularly with an increasingly-discerning and demanding public.

Straight forward honest advice that has been proven to work without fail. Everyone can get something out of this book. Solid advice, techniques and theory behind how the magic is truly created. I couldn't put this book down. Excellent.

This book changed how I ran my company and allowed me to better verbalize and implement what we needed to do in order to provide the best customer service experience possible. Whatever your industry, whatever your role, you'll find some nuggets in this book.

It's an easy read and I ended up buying several copies to share amongst my team.

This book is very insightful for sales teams. I am having my entire team read this book as professional development. We are in the process of implementing a team mission statement and I am going to use some of the takeaways that disney shared. You can feel where the magic comes from. Most professional development books are tough to read, this one I could not put down.

This book is very insightful for sales teams. I am having my entire team read this book as professional development. We are in the process of implementing a team mission statement and I am going to use some of the takeaways that disney shared. You can feel where the magic comes from. Most professional development books are tough to read, this one I could not put down.

There are many things that are remarkable about the Walt Disney Company. One is that they are willing to share their secrets. For years the Disney Institute has taught company policy and practice to those interested and, more importantly, to those willing to shell out $3k for a three day learning experience. (Which I have done, twice)

Be Our Guest is the next best thing to taking a Disney Institute course. While there is no substitute for learning these things from Disney cast members on Disney property this book is a great entry level alternative. Many of these practices can be applied in any setting. The fun part is figuring out how to do that for yourself.

There's a reason why every Disney enterprise succeeds. The world would be a delight if most businesses would adapt 90% of what is in this book. Sadly, most businesses will roll out excuse after excuse and declare that while it may be good for Disney, they either can't do it, or, they'll reconsider it for next year.

Disney deserves its success.

I had an opportunity recently to read this book, and then subsequently attend the Disney Institute. Most of what was covered in the institute training was also in the book, so I found it a good complement. It's hard for me to rate this exclusively of that training, but I'll try.

What I enjoyed most about the book was learning more about Walt's influence in how the company was shaped. I believe the best companies in the world start with someone's dream, and this is more true of Disney than almost any other company. He never compromised, and obsessed over the details. He put focus where others were glossing over. I find that incredibly inspiring, both as a person with an entrepreneurial spirit of my own, but also as a consumer of his products and experiences.

There was nothing ground-breaking in this book, but that is not to say I didn't learn anything. Much of what gets overlooked in business are the fundamentals, and providing every single person in the company with a consistent vision and a set of principles and guidelines by which to operate under. Be Our Guest shows you exactly how to do that, and how to instill these beliefs at all level. It gives you a framework to build it, and a means to keep it moving.

The one thing I didn't find in the book (or the training) was this: you can hire the best people, and establish a phenomenal foundation, but how do you combat human nature? How do you keep people from burning out? How do you keep the wheels turning? Alas, this problem plagues every business and this may be one thing magic cannot solve.

Having read many books on management, specifically on the area of customer service, the Disney Institute’s book, “Be Our Guest,” goes into great detail explaining more than what we already know- why our company should reflect great customer service, but allows us to see how to accomplish the task. Is there a better company that can even come close to Disney in the art of quality (a key word used repeatedly in the book) customer service? No. If you or your company is struggling in this area and you are looking to improve customer service, this is the must read book for you. Filled with easy to implement and a common sense approach, this book will challenge you and the practices currently implemented within your organization.

I highly recommend this easy-reading book for three reasons. First, it helped me understand and appreciate how Disney continues to deliver the highest quality products and services year-in and year-out. Secondly, it clearly described many proven ways and concepts to improve my organization's customer service. Lastly, this book gave me a lot of practical lessons that can and should be adapted to fit into most management or leadership situations.

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. You give people effective training to support the delivery of exceptional service. You learn from your experiences. And you celebrate success. You never stop growing. You never stop believing."

Sharing the secrets behind Disney's `practical magic' in this book is yet another example of Disney's commitment to exceptional guest [Disney-speak for "customer"] service. Read this book and enjoy being Disney's guest.

Excellent book on customer service. Whilst some may say this is common sense, I would say good, that means you practice it? One point I really like is the exploration of the experience economy, the fact that people (in general, not everyone but most) want to be amazed by the service they receive; they want an experience not just service!
I highly recommend this to businesses that are dealing with poor employee moral, along with "The No A**Hole Rule". Though if your company has low morale you are probably the A**Hole doing the damage if you are high enough to suggest these books to employees ;)

I truly enjoyed reading this book. The behind the scenes view into how Disney creates a company environment where memorable experiences for their guests is athe normal part of everyday life is awesome! A must read for any entrepreneur or company leader…

There are several things that makes "Be Our Guest" an excellent book for improving customer service & satisfaction.

>One is that it isn't just theory. These are tried and true principles that are usually (sorry, but not always) seen at Disney properties.

>Two you can go to a Disney park and experience the levels of customer service personally.

>Third, it's easy to read.

>Finally it is a Disney book, but it is written by an insider.

Enjoy!

Disney, as reflected in their stellar "guest satisfaction and loyalty," at their theme parks has brought this resource to the manager, and customer retention specialist. In so doing, the writers reveal the "magical secret" of how to create loyal raving fans of your business. It is no secret that with today's globalization, expereince economy, and scare of commoditization for businesses, this is a MUST read for anyone that has anything to do with a customer. Great work once again!

As the Director of an Entrepreneurship Program at a private University, I have found this book to be a valuable teaching tool. Students at all levels of learning enjoy the book because it connects practical stories that students can understand to important aspects of customer service as well as employee management. As recent visitors with our two young children, my wife and I enjoyed the book purely from a "guest" perspective. You can really appreciate all that goes into the magic of the Disney parks by reading this book.