Be Our Guest

Perfecting the Art of Customer Service
Narrated by: Barry Abrams
Length: 5 hrs and 26 mins
4.5 out of 5 stars (614 ratings)

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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
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  • Overall
    2 out of 5 stars
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    3 out of 5 stars
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    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.

13 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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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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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!!

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How The Magic Happens

This is a wonderful book focuses on how to create magical experiences in each and every single one of your clients.

Disney has spent a lot of time analysis how to wow their guests every single day!

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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.

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its a great start . . .

This book seems designed to advertise the Disney Institute. It succeeded. great organizational ideas in this short book.

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    2 out of 5 stars
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Unfortunately more like a Disney advert

I'm personally a big fan of the Disney institute and their methodology, but this book seemed much more like advertising for all of Disney's products, services and clients than a hands on book.

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For Everyone!

This book not only is a brilliant insight To business, customer service and an experience but relates to every area of life.

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A great read.<br />

This book is great for all personnel of a company period from the lowest level employee to the CEO.