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Publisher's Summary

Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the 10th anniversary of the original Be Our Guest, the 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 25 years, thousands of professionals from more than 35 countries and more than 40 industries have attended business programs at Disney Institute and learned how to adapt the Disney approach for their own organizations.

©2011 Disney Enterprises, Inc. (P)2015 Tantor

What listeners say about Be Our Guest

Average Customer Ratings
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  • Overall
    2 out of 5 stars
  • Performance
    3 out of 5 stars
  • Story
    1 out of 5 stars

Too long and repetitive

This book really should have ended after the first hour. I can sum up this book in three sentences. Disney focuses on detail. They built service into their business model and executed service areas with success. And finally they continuously improve all service areas and potential service areas. Everything else is repetitive and unnecessary. There's too much story telling about Disney and not enough emphasis on business application in other industries.

18 people found this helpful

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    4 out of 5 stars
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Good for Disney Philosophers

Content is good, the audio version is dry. Recommend reading this one on your own.

3 people found this helpful

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    1 out of 5 stars
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    2 out of 5 stars

Such Potential

It was repetitive, full of lists and not great examples, and overall boring. It was very dry and I found myself wishing it were over.

1 person found this helpful

  • Overall
    5 out of 5 stars
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would recommend to everyone...

This book was recommended to me as part of a work project relating to the development of a customer service model. the book not only helped me better understand my project but customer service in general. Never before have I wanted to visit a Disney park. after reading this book I cannot wait to see Disney's methods in real life. the narrator was also great.

1 person found this helpful

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    5 out of 5 stars
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Too the point!

I love how the book gave a few real world scenarios and got to the point about how to do it the Disney way. Other books have soooo much fluff and the book could be half as long.

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    2 out of 5 stars
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    2 out of 5 stars

90% Disney Brag, 10% Practical Info

This book should have been a 10-minute YouTube video. There are a couple of useful practical tools to learn. The rest felt like I was being talked into going to Disneyland for my next vacation.

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    5 out of 5 stars
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Customer Service Magic

If you want to know how to bring your business into the world of delivering the best customer service day in and day out no one is better to learn from them Disney.

  • Overall
    4 out of 5 stars
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    4 out of 5 stars
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Great Story, little direction

It was an enjoyable book about the Disney process but gave less direction/steps to take action on.

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dry material

It is very hard to rate such a "instructional" but it was a lot easier to get through by listening!

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Cast, setting and culture is the key to creating m

Cast, setting and culture is the key to creating magical experiences. Tons of valuable nuggets throughout the book. A little slow at times/tough to follow. It's a great book based on the length as well. worth a listen!!