Customer service in the hospitality business is a key element for any successful business. Walt Disney has discovered one of the best formulas to a successful customer relations atmosphere. The Disney way has been a benchmark for customer service for more than twenty years. The Disney corporation maintains four keys to its customer service methodology that helped it to become the customer service leader it is today.
- Legendary attention to detail
- Exceed expectations
- Theme, theme, theme
- Be guest-centered
Disney encourages a solid, well thought out recovery response to any and all customer complaints. When things go wrong, this allows the employee to transform an unhappy customer from a one-time user to a loyal customer. Problems are viewed as a chance to create an opportunities. Many employees view a problem as a hassle or a negative event and do not realize that is a unique opportunity to improve the image of the company.
One of the biggest principles that Disney practices is employee relations. They encourage employees to demonstrate spectacular relations with their guests and also their fellow co-workers. Treating each other the same way that the employees would treat a guest is a beneficial way to boost morale within the internal workings of a business.
Disney’s formula is:
A quality guest experience + a quality cast experience + quality business practices = THE FUTURE
Practicing sensational customer service, such as courtesy and etiquette, can and will improve your company and its image. Have a helpful attitude and accommodate each guest who enters your doors, and you will find success.