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Book Categories |
| Foreword | 9 | |
| Introduction | 11 | |
| Ch. 1 | Service, Disney Style | 15 |
| Practical magic | 18 | |
| Magic in your organization | 20 | |
| Defining practical magic | 24 | |
| Introducing the Quality Service Cycle | 29 | |
| Ch. 2 | The Magic of Service | 39 |
| Guestology revealed | 43 | |
| Knowing and understanding guests | 47 | |
| The power of a service theme | 52 | |
| Defining the service theme promise | 58 | |
| Delivering on the promise | 66 | |
| Ch. 3 | The Magic of the Cast | 71 |
| Casting the first impression | 74 | |
| Outfitting the cast for service delivery | 78 | |
| The behaviors of Quality Service | 84 | |
| Think globally, perform locally | 90 | |
| Building your performance culture | 96 | |
| Ch. 4 | The Magic of Setting | 101 |
| Setting delivers service | 105 | |
| Imagination + Engineering = Imagineering | 111 | |
| Sending a message with setting | 113 | |
| Guiding the guest experience | 118 | |
| Appealing to all five senses | 122 | |
| Onstage and backstage | 126 | |
| Maintaining the setting | 130 | |
| Ch. 5 | The Magic of Process | 137 |
| Process and combustion | 142 | |
| Guest flow | 145 | |
| Cast-to-guest communication | 153 | |
| Service attention | 158 | |
| Service process debugging | 163 | |
| Ch. 6 | The Magic of Integration | 173 |
| Putting Quality Service together | 175 | |
| The Integration Matrix | 179 | |
| Integrating service at Disney Vacation Club | 181 | |
| Three elements of magical service moments | 188 | |
| One final tool: The storyboard | 191 | |
| Index | 197 |
| Price | Condition | Delivery | Seller | Action |
| $99.99 | Digital |
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Add Be Our Guest: Perfecting the Art of Customer Service, Whether they are called clients, customers, constituents, or, in Disney-speak, guest, all organizations must better serve the people who purchase their products and services or risk losing them. Now, for the first time, one critical element of the methods, Be Our Guest: Perfecting the Art of Customer Service to the inventory that you are selling on WonderClubX
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Add Be Our Guest: Perfecting the Art of Customer Service, Whether they are called clients, customers, constituents, or, in Disney-speak, guest, all organizations must better serve the people who purchase their products and services or risk losing them. Now, for the first time, one critical element of the methods, Be Our Guest: Perfecting the Art of Customer Service to your collection on WonderClub |