Disney Institute class…
Disney’s Approach to Customer Service.
Thesis statement…
Exceed expectations, pay attention to details.
Next is the Disney Compass:
Needs, Wants, Stereotypes, and Emotions.
Next is our Common Purpose:
We create happiness by providing the finest in entertainment for people of all ages everywhere.
Next are our Quality Standards:
Safety, Courtesy, Show, Efficiency.
Bonus: There’s also our Integration Matrix that meshes our Quality Standards with our three Delivery Systems. Our delivery systems used to be called Cast, Setting, Process. Guests got confused so i renamed them: People, Place, Process. It’s still used today.
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This website is about our WORK. To ponder today’s post about our HOME, click here.
