Customer Service The Disney Way

Customer Service The Disney Way We had a number of times. Since our first trip in 1980 - was an adventure at this time, if they come from the United Kingdom. In this first visit, my wife was pregnant with our first child, but this visit, in 2000, seemed to show us how things were changed.Back in 1980, we have "Disney Dollars" good with all the stars show . There were three cuts, and we brought her home and framed them, back and front.In 2000, we wanted our collection with the Millennium Souvenir, nor is our last night in our purchase. Imagine our disappointment when we went to services at the bottom of Main Street to hear that the U.S. $ 10 was only good at Epcot, as a "process". Not one, up to this problem, I wanted my complaint and asked for a Senior Manager, just to say that nobody I about.So then the name of the person responsible at the highest level in Disney world, but here I was, I said , only to write to customer service and gave me an address in Florida.That was not good enough for me, so I suggested that I would write to Michael Eisner in Burbank, Califoia, where Disney headquarters. I was told by the representative of the customers, that "I am not new to him!" When I am at home, which is exactly what I did. And about three weeks after I sent the letter, I had a call - in fact, I had two calls, as I was when the first box was from my wife. In the second 20 minutes of call (and no, I might add, by Michael Eisner, but a beautiful woman "in his office"), has apologized for the details that I have done a lot to me that the problem has been addressed and me in the direction where I could purchase tickets by mail. There was a detailed examination, so that "we lea from your experiences and lea properly." Impressed.But I was not as impressed as I was four months later when I have a letter of two pages from another service to explain what they had done to remedy the experience I had in the details, like me, a full set I wanted in the first place good charge.The free from Disney is an experience that is known - in fact, the way in in the process of their customer service has been described in detail in a small book entitled "Be our guests," as Part of the Disney Institute offer.Both these are worth checking if you want to know better customer service as the exemplary work of an organization that really know how it goes. 2005 Martin Haworth is a Business Coach and Management. He works worldwide, mainly by telephone, with young entrepreneurs, executives and business leaders. He Hundreds of tips, suggestions and ideas for your website,   (Note to editors. Do not hesitate to this article, where we can be of value - it would be nice if you could have a direct connection) ... help you keep the staff in order to grow your business ...