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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 members say

Average Customer Ratings

Overall

  • 4.5 out of 5 stars
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    225
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    98
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    35
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Performance

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    85
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Story

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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.

5 of 5 people found this review helpful

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    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 of 1 people found this review helpful

  • Overall
    5 out of 5 stars
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    5 out of 5 stars
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    5 out of 5 stars

Great for anyone working customer service!

They did a great job in breaking down the process of giving exceptional customer service! Gave me some great ideas!

  • Overall
    3 out of 5 stars
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    1 out of 5 stars
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    3 out of 5 stars

Not impressed

Disney is an innovator in any industry and their customer service is amazing. Unfortunately I don’t feel this book really delivered what Disney actually does. They got into it had a surface level but I expected a little more of a deep dive. The narrator could not pronounce the word compass which was funny. It took me a few times to hear the word before I figured out what he was trying to say. Overall I was disappointed with the book.

  • Overall
    2 out of 5 stars
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    4 out of 5 stars
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Too Self-Glorifying.

I have been studying customer service excellence for 25 years and thought this book might provide some interesting new viewpoints, techniques, etc.
The book started off with a nauseatingly exhaustive explanation of how vast and wonderful Disney is. I kept skipping ahead ... hoping all of the “Disney’s so great” messaging would subside. Nope ! Waste of time.

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    5 out of 5 stars
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. a must-read

one of my favorite books that I have picked up yet. It has changed my mind and Views when it comes to customer service and how to offer a better service for everyone not only me but my co-workers my customers and the business I work for. you do not have to own a business to enjoy the rewards that this book will give you

  • Overall
    4 out of 5 stars
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    3 out of 5 stars
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    3 out of 5 stars

Good for Disney Philosophers

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

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    3 out of 5 stars
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    3 out of 5 stars
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    3 out of 5 stars

Repeats itself

Great principle, circles back a few times to many. Worth a listen none the less

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    4 out of 5 stars
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    4 out of 5 stars

Very good overview of Disney service model

This book does a good job of overview of the Disney guest service model and how other companies have used the model.

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    5 out of 5 stars
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    5 out of 5 stars
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Great listening and learning

This book is why I love audible.com. So great to multitask and listen to such informative books.