Categories
Disney Customer Service book

Customers

Bullseye

Every single employee is crystal clear on the center of your preeminent customer service goal. Every employee hits the target all day, every day.

 

360 Analysis

Needs, Wants, Stereotypes, Emotions

For customers and employees.

 

Unifying Goal

Every employee in every job classification has the same corporate-wide goal.

For example:

We exist to help that person help that person. (Healthcare Education)

Make sure every Guest has the best vacation of their entire lives. (Walt Disney World)

 

Decision Tree

In this order, by every employee, all decisions are made: Non-negotiable, famous for, business need.

Consistency is the hallmark of great service and this is the only way to ensure it.

 

 

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By jeff noel

Retired Disney Institute Keynote Speaker and Prolific Blogger. Five daily, differently-themed personal blogs (about life's 5 big choices) on five interconnected sites.