Disney Customer Service book



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

Internet's only five-a-day blogger, leaving a trail for our son. This is about putting the spirit of Love at the center of your life. It may be God, Allah, Mohammed, Buddha, Yahweh, etc. For me, it's Jesus.