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One Minute Service

Author : Bruce Loeffler
ISBN : 1932021167
Genre : Business & Economics
File Size : 89.58 MB
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Offers ideas for creating a customer service culture that provides value, consistent quality, and excellence, using Walt Disney as a model to explain the suggestions.
Category: Business & Economics

Be Our Guest Revised And Updated Edition

Author : The Disney Institute
ISBN : 1423145844
Genre : Business & Economics
File Size : 82.91 MB
Format : PDF, ePub, Docs
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Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the tenth anniversary of the original Be Our Guest, 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 twenty-five years, thousands of professionals from more than thirty-five countries and more than forty industries have attended business programs at Disney Institute and learned how to adapt the Disney approach for their own organizations./DIV DIVBe Our Guest highlights the successes many of these companies have achieved, plus the key processes and best practices that have made Disney a trusted and revered brand around the world for more than eighty-five years.
Category: Business & Economics

What S The Secret

Author : John R. DiJulius
ISBN : 9781118039427
Genre : Business & Economics
File Size : 62.40 MB
Format : PDF, ePub
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What's the Secret? gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world's best customer service providers.
Category: Business & Economics

Creating Magic

Author : Lee Cockerell
ISBN : 0385528280
Genre : Business & Economics
File Size : 82.72 MB
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The secret for creating “magic” in our careers, our organizations, and our lives is simple: outstanding leadership—the kind that inspires employees, delights customers, and achieves extraordinary business results. No one knows more about this kind of leadership than Lee Cockerell, the man who ran Walt Disney World® Resort operations for over a decade. And in Creating Magic, he shares the leadership principles that not only guided his own journey from a poor farm boy in Oklahoma to the head of operations for a multibillion dollar enterprise, but that also soon came to form the cultural bedrock of the world’s number one vacation destination. But as Lee demonstrates, great leadership isn’t about mastering impossibly complex management theories. We can all become outstanding leaders by following the ten practical, common sense strategies outlined in this remarkable book. As straightforward as they are profound, these leadership lessons include: - Everyone is important. - Make your people your brand. - Burn the free fuel: appreciation, recognition, and encouragement. - Give people a purpose, not just a job. Combining surprising business wisdom with insightful and entertaining stories from Lee’s four decades on the front lines of some of the world’s best-run companies, Creating Magic shows all of us—from small business owners to managers at every level—how to become better leaders by infusing quality, character, courage, enthusiasm, and integrity into our workplace and into our lives. “It’s not the magic that makes it work; it’s the way we work that makes it magic.”
Category: Business & Economics

Lessons From The Mouse

Author : Dennis Snow
ISBN : 0615372414
Genre : Business & Economics
File Size : 75.17 MB
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Outlines ten practical principles for increasing the effectiveness of any business organization, based on the author's years at Disney World.
Category: Business & Economics

The Wonderful World Of Customer Service At Disney

Author : James Jeff Kober
ISBN : 0615265774
Genre : Customer services
File Size : 84.23 MB
Format : PDF, ePub
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A celebration of great business practices that can be applied to any service organization.
Category: Customer services

The Service Pro

Author : Rick Tate
ISBN : 087425731X
Genre : Business & Economics
File Size : 81.99 MB
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This book provides a fundamental understanding of the competencies and tactics that increase customer retention and referrals. Ideal for both employees who serve customers directly or indirectly and those who manage them, this book offers lessons that will build professional competencies in the business of service.
Category: Business & Economics

Inside The Magic Kingdom

Author : Thomas K. Connellan
ISBN : UOM:49015002826288
Genre : Business & Economics
File Size : 20.14 MB
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Now an insider takes you inside the incredible Disney service culture and presents simple, powerful concepts in a fun, memorable way.
Category: Business & Economics

Care Like A Mouse

Author : Lenn Millbower
ISBN : 168390110X
Genre :
File Size : 38.5 MB
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The Method of Walt Disney. Don't let them fool you. The magic of Disney is really method. Walt Disney developed sophisticated yet common-sense methods for everything he did, from films to theme parks. Once you know those methods, you can create some magic, too.

Managing Quality Service In Hospitality How Organizations Achieve Excellence In The Guest Experience

Author : Robert Ford
ISBN : 9781439060322
Genre : Business & Economics
File Size : 21.61 MB
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MANAGING QUALITY SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE GUEST EXPERIENCE, 1st edition teaches the concept and principles of treating customers as guests and creating a WOW experience for them. Many other texts in this subject area skip over guest-focused service strategy in hospitality or service organizations. This text fully covers the topic of managing hospitality organizations by using academic studies and real life experience from companies like Walt Disney Company, Marriott, Ritz-Carlton, Darden Restaurants, Southwest Airlines and many others. The text is written in three sections: strategy, staffing, and systems. Each chapter includes suggested hospitality activities for students in which students are encouraged to visit local organizations to talk with guests, employees and managers to obtain a variety of perspectives on the guest experience. Other activities will have students going to the internet to visit established sites for hospitality organizations. Real and hypothetical hotels, restaurants, and other business types found in the hospitality industry are included as case studies giving the opportunity for discussion of hospitality concepts and principles. Ethics in Business segments encourage students to analyze ethical issues associated with chapter topics. Each chapter opens with learning objectives and ends with Lessons Learned, review questions, Ethics in Business, activities, and case studies. The included Instructor’s Guide provides answers to the end-of-chapter questions and to the discussion questions following the chapter cases, additional field exercises in hospitality, true-false and multiple-choice quizzes, and additional material to assist the instructor in preparing course outlines and lesson plans, providing the best known about managing hospitality organizations big or small. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
Category: Business & Economics