Be Our Guest: Mastering Customer Service for Professionals

The essence of Disney's customer service lies in surpassing expectations rather than merely fulfilling them. This principle forms the foundation of the Disney approach, emphasizing a level of service that creates memorable experiences. The Disney Institute plays a crucial role in articulating this philosophy, helping professionals uncover opportunities through innovative concepts that are often absent in conventional workplaces. Over the past twenty-five years, the Institute has welcomed thousands of professionals hailing from over thirty-five countries and spanning more than forty different industries. Participants have engaged in business programs designed to empower them to incorporate Disney’s principles into their own organizational frameworks.

The publication "Be Our Guest" exemplifies the achievements attained by many of these organizations, detailing essential processes and successful practices that have established Disney as a globally trusted and respected brand for over eighty-five years.

For those seeking deeper insights into The Walt Disney Company, its visionary founder, and the creative forces that propel its innovation, a treasure trove of behind-the-scenes narratives is available through Disney Editions. A selection of compelling titles awaits exploration, including:

• "Travels with Figment: On the Road in Search of Disney Dreams" by Disney Legend Marty Sklar. This book encapsulates the journey of creativity and imagination that fuels Disney.
• "One Little Spark! Mickey's Ten Commandments and The Road to Imagineering," also by Marty Sklar, outlines essential principles that guide Disney's Imagineering process.
• "Magic Journey: My Fantastical Walt Disney Imagineering Career" by Kevin Rafferty offers a unique perspective on an illustrious career within the Disney Imagineering realm.
• "Travels with Walt Disney: A Photographic Voyage Around the World" by Jeff Kurtti takes readers on a visual journey that showcases Disney’s global impact.
• "Eat Like Walt: The Wonderful World of Disney Food" by Marcy Carriker Smothers delves into the culinary influences that shaped Walt Disney's experiences and the company's gastronomic offerings.
• "Walt Disney: An American Original" by Bob Thomas provides a comprehensive biography of Disney, revealing the man behind the magic.
• "Disney A to Z: The Official Encyclopedia, Fifth Edition," authored by Disney Legend Dave Smith, serves as an exhaustive resource on all things Disney.
• "Disney Facts Revealed: Answers to Fans’ Curious Questions" and "Disney Trivia from the Vault: Secrets Revealed and Questions Answered," both by Dave Smith, satiate the curiosity of fans with engaging trivia and insights.
• Lastly, "My Pride: Mastering Life's Daily Performance from Broadway's Record-Breaking Lion King" by Alton Fitzgerald White highlights lessons in performance and excellence drawn from one of Disney’s most celebrated shows.

In summary, Disney's approach extends far beyond traditional customer service, offering a model of exceeding expectations that inspires professionals worldwide. The Disney Institute stands as a beacon of innovation, and the wealth of literature available provides further understanding of the magic that fuels this iconic brand's success. Through this exploration, organizations and individuals alike can gather valuable insights to enhance their own endeavors.

product information: