Be Our Guest

Perfecting the Art of Customer Service
Narrated by: Barry Abrams
Length: 5 hrs and 26 mins
Categories: Business, Leadership
4.5 out of 5 stars (564 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
  • 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.

13 people found this helpful

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    4 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.

3 people found this 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 person found this helpful

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    5 out of 5 stars
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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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    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.

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

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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    5 out of 5 stars
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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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    5 out of 5 stars
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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.

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Great Insights for Customer Service!

We can see the experience and attention to detail that Disney brings to its customer service systems. Thanks to these clearly defined principles, any business owner, manager or team member can start improving their service quality immediately. Highly recommended.