| 001 15876 |
| 003 ASIA |
| 008 190820s2011||||th 000 0 eng d |
| 020 ^a9781423145844
|
| 082 0 ^a658.8^bD632B
|
| 245 ^a ^^aBe our guest :^bperfecting the art of customer service /^cby Disney Institute with Theodore Kinni ; foreword byRobert A. Iger. |
| 246 30 ^aPerfecting the art of customer service
|
| 250 ^aRevised and updated edition.
|
| 300 ^axvi, 208 pages :^billustrations, tables ;^c24 cm
|
| 504 ^aIncludes bibliographical references and index.
|
| 505 0 ^aForeword / Tom Staggs -- Introduction -- Disney^'s approachto quality service. Practical magic ; Magic in yourorganization ; Defining practical magic ; The qualityservice compass -- The magic of service. Guestologyrevealed ; Knowing and understanding guests ; The power ofa common purpose ; Defining the common purpose ;Delivering on the promise -- The magic of cast. Castingthe first impression ; Outfitting the cast for servicedelivery ; The behaviors of quality service ; Thinkglobally, perform locally ; Building your performanceculture -- The magic of setting. Setting delivers service; Imagination + engineering = Imagineering ; Sending amessage with setting ; Guiding the guest experience ;Appealing to all five senses ; Onstage and backstage ;Maintaining the setting -- The magic of process. Processand combustion ; Guest flow ; Cast-to-guest communications; Service attention ; Service process debugging -- Themagic of integration. Putting quality service together ;The integration matrix ; Integrating the star guestprogram ; Three elements of magical service moments ; Onefinal tool -- the storyboard -- About the authors -- Endnotes -- Index.
|
| 610 20 ^aDisney Institute.
|
| 650 0 ^aAmusement parks^xCustomer services^zFlorida^zOrlando.
|
| 651 0 ^aWalt Disney World (Fla.)
|
| 700 1 ^aKinni, Theodore B.,^d1956-^eauthor.
|
| 710 2 ^aDisney Institute.
|
| 999 ^aThanyaporn Prempree
|
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