Be Our Guest
A deep dive into Disney’s world-class customer service techniques.
Summary of 7 Key Points
Key Points
- Disney’s Philosophy of Customer Service
- Quality Service Standards
- The Role of Employees in Service Delivery
- Creating a Magical Customer Experience
- Integrating Service Quality into Business Practice
- The Importance of Attention to Detail
- Continuous Improvement in Customer Service
key point 1 of 7
Disney’s Philosophy of Customer Service
Disney’s Philosophy of Customer Service is grounded in the idea that every guest is a VIP – a Very Individual Person. This concept signifies the essential importance of personalized service and individual care in maintaining customer satisfaction. It emphasizes that everyone is unique and their needs differ. Therefore, each guest deserves service that is tailored to their specific needs and preferences, and this customization is what builds a lasting connection between the service provider and the customer…Read&Listen More
key point 2 of 7
Quality Service Standards
Quality Service Standards, as outlined in ‘Be Our Guest’, provide a comprehensive framework for delivering exceptional customer experiences. They revolve around three primary areas: the physical environment, the processes, and the behavior of service personnel. The physical environment refers to the tangible aspects of the service setting, including aesthetics, functionality, cleanliness, and comfort. The goal is to create an inviting and comfortable environment that enhances the customer’s experience…Read&Listen More
key point 3 of 7
The Role of Employees in Service Delivery
The role of employees in service delivery is viewed as pivotal. Employees are the face of the organization, the first point of contact for customers, and are the ones who deliver the service directly. They are tasked with executing the procedures, standards, and methods stipulated by the organization, to ensure a high-quality service is provided. It’s their responsibility to meet and exceed the customers’ expectations and to reflect the company’s commitment to customer satisfaction…Read&Listen More
key point 4 of 7
Creating a Magical Customer Experience
Creating a Magical Customer Experience involves conceptualizing the overall experience from the customer’s perspective. This means understanding their needs, expectations, and desires and crafting a journey that not only meets but surpasses these expectations. The goal is to elicit emotional responses that are positive and memorable, thus creating lasting connections between the customer and the organization…Read&Listen More
key point 5 of 7
Integrating Service Quality into Business Practice
The book emphasizes heavily on the integration of service quality into business practice from a standpoint that treats service quality as a holistic process. It starts with the concept that each interaction with the customer, whether direct or indirect, shapes their perception of the quality of service. This perception then shapes their overall experience, their satisfaction and subsequently, their loyalty to the brand. ..Read&Listen More
key point 6 of 7
The Importance of Attention to Detail
Paying meticulous attention to detail is considered an integral part of the hospitality industry. It all begins with understanding that every aspect of the guest experience matters, from the initial interaction to the final farewell. Even the slightest detail can influence the way a guest perceives their stay. This means that nothing is too minor to be overlooked – the cleanliness of the premises, the quality of the linen, the temperature of the room, the freshness of the food, and the friendliness of the staff all contribute to the overall guest experience…Read&Listen More
key point 7 of 7
Continuous Improvement in Customer Service
Continuous improvement in customer service is all about identifying and enhancing the small details in the customer service experience. This includes honing in on things like the quality of interaction the customer has with staff members, the physical environment they experience, and the processes they go through to receive their service. It’s about picking up on what’s working and what isn’t, and continually refining and adapting to meet and exceed customer expectations…Read&Listen More