Lessons learned during 25 days spent onsite over the past year talking with dozens of Cast Members (current and former) at Disneyland, Disney California Adventure, and Walt Disney World.
Customer Service is Not a Department
Customer Rule #1, from The Customer Rules: The 39 Essential Rules for Delivering Sensational Service, Lee Cockerell
Great service does not cost any more money than average or poor service. Yet the returns it delivers are spectacular. So invest in your company’s commitment to service by making it a part of every employees’s job description and the guiding light of your entire operation.
Lee Cockerell, former Executive Vice President of Operations at Walt Disney World