This is why Disney spends so much time and energy on training and stressing the importance of Customer Service. And, why Disney is world renowned for amazing their customer service. In fact, Disney sees their competition as ANYONE who can be compared with them. This includes not only theme parks and amusement parks, but hotels, restaurants, bars, movie theaters, and so on. So, their goal is to be better than everyone that competes with them for your dollars, and for your attention.
The next time you are at the parks, take a moment to look for the things you may not normally notice – Cast Member interaction with Guests. According to the book “Be Our Guest; Perfecting the Art of Customer Service” by the Disney Institute, here are the WDW Guidelines for Guest Service.
Make Eye Contact and Smile
Start each and every Guest contact with direct eye contact and a sincere smile.
Greet and Welcome Each and Every Guest
Extend the appropriate greeting to every Guest with whom you come into contact.
Make Guests feel welcome by providing a special differentiated greeting in each area.
Seek Out Guest Contact
It is the responsibility of all Cast Members to attempt, to the best of their abilities, to immediately resolve a Guest service failure before it becomes a Guest service problem.
Always find the answer for the Guest and/or find another Cast Member who can help the Guest.
Provide Immediate Service Recovery
It is the responsibility of all Cast Members to attempt, to the best of their abilities, to immediately resolve a Guest service failure before it becomes a Guest service problem.
Always find the answer for the Guest and/or find another Cast Member who can help the Guest.
Display Appropriate Body Language at All Times
It is the responsibility of every Cast Member to display approachable body language when on stage.
Preserve the “Magical” Guest Experience
Always focus on the positive, rather than the rules and regulations.
Talking about personal or job-related problems in front of our Guests is unacceptable.
Thank Each and Every Guest
Extend every Guest a sincere thank-you at the conclusion of every transaction.
Extend every Guest a thank-you or similar expression of appreciation as he/she leaves your area.
We would love to hear from you. What did you notice? How was your experience? Post your stories of great customer service at WDW below.