Be Our Guest: Perfecting the Art of Customer Service
- Downloads：7187
- Type：Epub+TxT+PDF+Mobi
- Create Date：2021-06-04 09:53:23
- Update Date：2025-09-06
- Status：finish
- Author：Walt Disney Company
- ISBN：1423145844
- Environment：PC/Android/iPhone/iPad/Kindle
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Summary
Reveals the behind-the-scenes strategies， principles， and processes of the Disney approach to exceptional customer service， which emphasizes the best ways to provide quality service to one's customers。 Reprint。 25，000 first printing。
Reviews
Ben Schnell
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I found the last chapter to be the most insightful， the one on integration。 The book has solid ideas and advice。 I don’t know what I expected but it’s a bit more “corporatey” than I hoped which made it a bit pedantic。 Solid read though。
Ariane Alves De Souza
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Tive dificuldade com a leitura por conta do tamanho da letra！ Acabei me confundindo em alguns momentos， embaralhando as linhas na minha cabeça， o que me atrapalhou muito a ter continuidade na leitura。 Mas o livro em si fala dos padroes Disney de atendimento， a origem dele， como e porque algumas grandes empresas procuram o instituto para remodelar seu atendimento， sua segurança e seu modelo de negócio。
Jeanne
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Very good view of customer service and at helping an organization to find its focus。 Inspirational。
Luisa Monte
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Ótimo livro！ Descreve o atendimento ao cliente Disney， com insights e ferramentas prontas para aplicações
Kyle
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It is a little dated， but I would say the concepts/principles are still very much applicable。
Michelle
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3。5 Interspersed with the customer service model fine tuned by Disney Institute are wonderful examples of Walt's vision and the park/cruiselines/stores managed by the company。 Not only does this book inspire you to revamp your mediocre customer service but it promotes the Disney brand。 exciting the curiosity of the reader。 3。5 Interspersed with the customer service model fine tuned by Disney Institute are wonderful examples of Walt's vision and the park/cruiselines/stores managed by the company。 Not only does this book inspire you to revamp your mediocre customer service but it promotes the Disney brand。 exciting the curiosity of the reader。 。。。more
Kenny Turpen
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More people in charge should look to have their company model Disney’s service。
Marina Barros
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Muito legal saber a história por trás de como a Disney consegue criar toda uma magia e criar um valor tremendo para os seus “convidados”。 Mesmo assim， acho que o autor entrou em aspectos muitas vezes tão processuais que acabaram com a graça da leitura para mim。Foi interessante ter lido， mas não leria outra vez。
Anargyros Antonopoulos
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Be Our Guest gives readers an in depth look into the business side of the magic but unfortunately is missing just that。。。magic。 While this book does a great job at giving readers and its target audience: businesses a great insight about Disney’s business practices I felt that it was lacking the charm and magic that sets Disney a part。 Overall， Be Out Guest delivers what it promises but left me less than satisfied。
Cesar
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Extremamente superficial e totalmente irrelevante àqueles que já estudam o assunto。
Pedro Octaviano
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O livro é muito mais interessante para empresários que estão planejando modificar determinadas situações dentro dos seus negócios， para quem não é dono de nenhum investimento nem coordena nenhuma equipe o livro não é tão proveitoso， porém， cobre algumas curiosidades muito interessantes a respeito da Disney。No meu caso， fiquei mais interessado pelas curiosidade e como o foco do livro não é este， não gostei muito da leitura。
Stella
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A different （but brilliant） insight into the Disney world。 （and useful and applicable to any business！）
Leticia
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Leitura leve， direta e muito simples de entender。 Além das inúmeras possibilidades de melhoria que facilmente podemos imaginar nas organizações onde atuamos， o livro mostra a genialidade estratégica de Walt Disney e como ele já utilizava técnicas tão a frente de seu tempo e tão atuais para nós。
Zach Walston
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Good insights for developing a strong service culture。 Enjoyed learning more about the Disney way and many of their keys to success。 More of an organizational development book rather than individual but still had plenty of actionable takeaways。
Fábio Lucas
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Inspirador， com dicas práticas facilmente aplicáveis。 Fantástico para quem lida com o público em geral。
nerd culture is mainstream now。 [jo]
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It’s literally just some guy going on and on about how great Disney is， and in what I read， he had not yet given one piece of advice to the reader。
Andoni
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This books provides a general overlook of Disney's Customer Service Culture。 It is mostly an introductory book to the Art of Customer Service， with very basic concepts。 Many of these can be applied in companies of all sizes， it depends on you how you adapt them。 At the end of the book you will encounter a great tool to analyze your Customer Service Culture。 This books provides a general overlook of Disney's Customer Service Culture。 It is mostly an introductory book to the Art of Customer Service， with very basic concepts。 Many of these can be applied in companies of all sizes， it depends on you how you adapt them。 At the end of the book you will encounter a great tool to analyze your Customer Service Culture。 。。。more
Jason Mayeu
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Quality premise to providing a better customer service experience。
Stephanie Tenney
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I absolutely loved this customer service self help book。 It was very informative and I loved the fact that it wasn't a clean cut this is what customer service is and it also told you the history behind Disney。 Great Great！ I absolutely loved this customer service self help book。 It was very informative and I loved the fact that it wasn't a clean cut this is what customer service is and it also told you the history behind Disney。 Great Great！ 。。。more
Samantha
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We read this at work and it lead to a lot of productive conversations。
Brad Rees
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Must read for anyone in a service business。 Great compass framework。
Kamile
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We had a "reading club" at work to focus our energy on customer service。 It was interesting to not only learn about Disney and how it became MAGICAL， but it was good to be able to relate what our retail business does in comparison and what we can improve on。 Gave us ideas and everyone took something different away from it。 We had a "reading club" at work to focus our energy on customer service。 It was interesting to not only learn about Disney and how it became MAGICAL， but it was good to be able to relate what our retail business does in comparison and what we can improve on。 Gave us ideas and everyone took something different away from it。 。。。more
Candice Minks
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As a recent graduate of Disney Institute’s multi-day course on Quality Service， the concepts in this book follow along with the course very closely。 It was nice to revisit some of the concepts I learned， and it’s nice to have this reference to share with others。
Dave
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Required reading for anyone in the customer service business。 And pretty much all of us are。
Mandy Hazen
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Really well written。 I love Disneyland and knew a lot of work went into the day to the day but was just blown away actually learning through a deep dive。 It really tied everything together to the why， how it has worked for other companies and how it can also work for whenever you work for as well。
Ben Ostrowsky
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Excellent advice that could be applied to many service-oriented organizations such as libraries。
Christian Rodriguez
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Despite Disney being the topic of conversation， this book seemed to lack magic and be in desperate need of some pixie dust。 Honestly pretty disappointed with this book。 Felt like the book itself was poorly written， felt like it used a lot of the same examples multiple times。 Would have loved for the book to have just focused on the Walt Disney company rather than giving so many examples of other companies applying things Disney does。
Hayley F
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Although this is really informative for anyone who deals with customers in any capacity， it’s directed more at those in positions of power - sharing practical ways to adapt some of Disney’s core techniques and values into businesses or organisations of any shape and size。
Ashley
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A book that I think is worth the light read/skim。 I started reading this but got so tired of the Disney success story with every chapter that I went into skim to light reading mode。 It's a Disney book - so of course they are gonna do some humble bragging， but a bit much for me when I'm looking for improvements to service。ONCE you get into the meat there are some really good information and take aways in this book。 Some for basic service and some that would be more enlightening for higher positio A book that I think is worth the light read/skim。 I started reading this but got so tired of the Disney success story with every chapter that I went into skim to light reading mode。 It's a Disney book - so of course they are gonna do some humble bragging， but a bit much for me when I'm looking for improvements to service。ONCE you get into the meat there are some really good information and take aways in this book。 Some for basic service and some that would be more enlightening for higher positions to lead teams with。 Two things that stuck with me are in quality customer service SAFETY is always the first step and there was a nice quote that went along the lines of 'The guest isn't always right， but they are always a guest' - which is a really nice， more honest， and more accurate take of the phrase that 'customer is always right'。 。。。more
Melanie
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