Stay at Disney: The Perfect Art of Customer Service

Author: (USA) Esner
Publisher:
Publish Date: 2006-04-01
Features: This book is part of the "World 500 Strong Enterprise Development Series." With the rise and peak of the service economy and the emergence of the experience economy, even traditional businesses considered production-oriented have come to realize that they are also part of the service industry, with service-based processes in every aspect of their operations. Hundreds of thousands of people from 35 countries and 40 industries have come to Disney Institute to learn how this globally renowned entertainment company creates world-class benchmarks through magical service and how to build brands. This book comprehensively and clearly elaborates on a highly effective corporate operational philosophy under the service economy and experience economy models. At the same time, through drawing on numerous real-life anecdotes from Disney Company, the author enables readers to grasp the essence of the quality service cycle in a relaxed and enjoyable manner. Target Audience: Corporate managers, customer service personnel.