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Be our guest : perfecting the art of customer service

Author: TED KINNI; Theodore B Kinni; Disney Institute.
Publisher: New York : Disney Editions, ©2011.
Edition/Format:   Print book : English : Revised and updated edView all editions and formats
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Document Type: Book
All Authors / Contributors: TED KINNI; Theodore B Kinni; Disney Institute.
ISBN: 9781423145844 1423145844
OCLC Number: 802713118
Description: xvi, 208 pages : illustrations ; 24 cm
Contents: Machine generated contents note: ch. 1 Disney's Approach to Quality Service --
Practical Magic --
Magic in Your Organization --
Defining Practical Magic --
The Quality Service Compass --
ch. 2 The Magic of Service --
Guestology Revealed --
Knowing and Understanding Guests --
The Power of a Common Purpose --
Defining the Common Purpose --
Delivering on the Promise --
ch. 3 The Magic of Cast --
Casting the First Impression --
Outfitting the Cast for Service Delivery --
The Behaviors of Quality Service --
Think Globally, Perform Locally --
Building Your Performance Culture --
ch. 4 The Magic of Setting --
Setting Delivers Service --
Imagination + Engineering = Imagineering --
Sending a Message with Setting --
Guiding the Guest Experience --
Appealing to All Five Senses --
Onstage and Backstage --
Maintaining the Setting --
ch. 5 The Magic of Process --
Process and Combustion --
Guest Flow --
Cast-to-guest Communications --
Service Attention --
Service Process Debugging. Contents note continued: ch. 6 The Magic of Integration --
Putting Quality Service Together --
The Integration Matrix --
Integrating the Star Guest Program --
Three Elements of Magical Service Moments --
One Final Tool---the Storyboard.
Responsibility: by Disney Institute with Theodore Kinni ; foreword by Robert A. Iger.

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