One Minute Service

Author: Bruce Loeffler
Publisher: Dc Press
ISBN: 9781932021165
Size: 16.54 MB
Format: PDF, Mobi
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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.

Be Our Guest Revised And Updated Edition

Author: The Disney Institute
Publisher: Disney Editions
ISBN: 9781423145844
Size: 57.49 MB
Format: PDF, ePub
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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.

Creating Magic

Author: Lee Cockerell
Publisher: Crown Business
ISBN: 9780385528283
Size: 74.83 MB
Format: PDF, ePub, Mobi
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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.”

Lessons From The Mouse

Author: Dennis Snow
Publisher: Snow & Associates Incorporated
ISBN: 9780615372419
Size: 59.11 MB
Format: PDF, ePub, Mobi
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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.

Care Like A Mouse

Author: Lenn Millbower
Publisher: Theme Park Press
ISBN: 9781683901105
Size: 56.11 MB
Format: PDF, Docs
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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.

The Service Pro

Author: Rick Tate
Publisher: Human Resource Development
ISBN: 9780874257311
Size: 30.91 MB
Format: PDF, Kindle
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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.

Legendary Service The Key Is To Care

Author: Ken Blanchard
Publisher: McGraw Hill Professional
ISBN: 0071817859
Size: 22.44 MB
Format: PDF, ePub, Mobi
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Take Care of Your Customers--or Someone Else Will! Legendary Service Great customer service is a concept organizations love to be known for. Yet most people consider the service they receive to be average, at best. Successful companies make the connection between legendary customer service and a thriving business--they recognize that the way employees treat customers is directly related to the way managers treat employees. Kelsey Young is an optimistic but disillusioned sales associate working her way through college. Her world opens up when one of her professors challenges her to create a culture of service at her workplace by putting the five components of Legendary Service into practice. Although Ferguson's, the store where Kelsey works, certainly isn't known for service excellence, Kelsey believes she can make a positive difference. She quickly learns that culture change isn't easy--and that her role as a frontline employee is more significant than she ever could have imagined. In characteristic Blanchard style, Legendary Service: The Key Is to Care is a quick and entertaining read for people at all organizational levels in every industry. When applied, its lessons will have a profound impact on the service experience your customers will receive. Whether a CEO or a part-time employee, every person can make a difference--and customer service is everyone's job. PRAISE FOR LEGENDARY SERVICE: "Read this book and establish a service culture in your organization." -- Horst Schulze, Chairman/CEO, Capella Hotel Group "Legendary Service has great learnings for people at all organizational levels: for executives and managers, the value of a service culture; and for frontline staff, the reality that they are the face of the company and can make a difference. Legendary service--it's everyone, always." -- Mark King, CEO and President, TaylorMade Golf "Everything I know about service I learned from my career at Hilton Hotels, Marriott International, The Walt Disney Company, and Ken Blanchard. The One Minute Manager dramatically changed my thinking 32 years ago. Legendary Service will teach the next generation how to deliver sensational service. Buy it, study it, implement it." -- Lee Cockerell, Executive Vice President, Walt Disney World (Retired & Inspired), and author of Creating Magic and The Customer Rules "Kathy Cuff and Vicki Halsey have created a fantastic customer service model called ICARE. When you add their voices to that of the master storyteller Ken Blanchard, you have a masterpiece entitled Legendary Service. It is a must-read for everyone who, like me, has a passion for service." -- Colleen Barrett, President Emeritus, Southwest Airlines, and coauthor of Lead with LUV "Ken Blanchard has done it again and delivered the right book at the right time. Legendary Service provides the essentials of hospitality and servant leadership in a way that everyone can adopt--right now--today!" -- John Caparella, President and COO, The Venetian, The Palazzo, and Sands Expo "Ken, Kathy, and Vicki show us how to change everyday service events into memorable experiences. Their book is a must-read for anyone unwilling to accept mediocrity." -- Leonardo Inghilleri, coauthor of Exceptional Service, Exceptional Profit

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

Author: Robert Ford
Publisher: Cengage Learning
ISBN: 1439060320
Size: 36.68 MB
Format: PDF, Kindle
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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.