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Publisher's Summary

Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the 10th anniversary of the original Be Our Guest, the Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service. During the last 25 years, thousands of professionals from more than 35 countries and more than 40 industries have attended business programs at Disney Institute and learned how to adapt the Disney approach for their own organizations.
©2011 Disney Enterprises, Inc. (P)2015 Tantor
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Customer Reviews

Most Helpful

By M. Decker on 03-11-16

Too long and repetitive

This book really should have ended after the first hour. I can sum up this book in three sentences. Disney focuses on detail. They built service into their business model and executed service areas with success. And finally they continuously improve all service areas and potential service areas. Everything else is repetitive and unnecessary. There's too much story telling about Disney and not enough emphasis on business application in other industries.

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4 of 4 people found this review helpful


By justin schweig on 11-13-17

would recommend to everyone...

This book was recommended to me as part of a work project relating to the development of a customer service model. the book not only helped me better understand my project but customer service in general. Never before have I wanted to visit a Disney park. after reading this book I cannot wait to see Disney's methods in real life. the narrator was also great.

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