BE OUR GUEST : Perfecting the art of customer service

Rating:
Summary: The Science Behind the Magic
Review: This book is a quick read, yet has a very detailed and adaptable structure around which to build a customer service organization. The process presented in the book works systematically to create a self-renewing customer service structure, while allowing those using it to retain the distinctiveness of their organization. In addition to historic examples of how Disney has consistently applied their own principles, the book uses examples from former clients, including details of how they adapted those principles to their businesses.

This is the perfect book for someone looking to create more than just a laundry list of policies and procedures. For fans of Disney, the book also gives terrific insights into Walt Disney's vision and the Disney way of doing things.

Rating:
Summary: Not up to Disney Standards!
Review: When I ordered this book, I was expecting to learn a lot about Customer Service. What I did learn a lot about was the Disney Institute. It seemed like the entire book was an ad for Disney World and the Disney Institute. While there are some great nuggest of wisdom, for a book from Disney, you would think this wouldn't mickey mouse around. If you want to Learn about Customer Service, there are much better books out there.