Care Like a Mouse:
The Key to Delivering Disney Quality Service, 2nd Edition
Learn Disney inspired methods. Make yor own magic.
In a straightforward, highly readable style brimming with examples, worksheets and true-life stroies, Care Like a Mouse explains the method behind Disney's magic.
deliver their role in the show
Process - How Disney castomers™ spot and fix broken process issues
This step by step guide with worksheets will help you and your organization deliver your own magic.
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See what others say.
Martin Lindstrom, New York Times bestselling author, Buyology, Small Data
Lenn breaks down the magic into bite-sized advice, models, and methodologies, He helps you to understand why the Disney magic isn't actually magical. Rather, it's a result of hard work, solid method and persistence.
Elaine Biech, author, The Art and Science of Training, Editor, ASTD's Handbook: The Definitive Reference for Training and Development
Lenn Millbower's boo k is the most inspiring yet practical, innovative yet tactical customer service book I've ever read. It will keep you turning page after page as you learn how to reimagine your own Disney inspired success.
Rodney Miller, Former Disney University & Disney College Program Leader, Walt Disney World
Lenn's work at the Disney University delivered the height of Disney style creativity and innovation that led to amazing results. Post Disney, I helped Lenn achieve similar results for his clients. This book shares those special formulas so other organizations can achieve Disney like levels of success.
Message:
Purpose - How an emotive message inspires employees and customers and is woven through everything, including training, the organization does
Priorities - How behavior and decision making Priorities Filters serve Purpose
Interactions:
People - Castomers™ - How the treatment of employees directy relates to their treatment of customers and why managers are responsible for serving employees first
People - Customers - How Disney orchestrates "touch points” where castomers and customers connect
How Disney PREsponds™ to customer need and solves service failures
Context:
Platform - How to stage an environment for emotional and repeatable experiences
Performance - How castomers™ are trained to deliver their role in the show
Process - How Disney castomers™ spot and fix broken process issues
Product Details
★ Paperback: 210 pages
★ Published: March, 2023,
2nd Edition
★ ISBN-13: 97908375208763
Want Disney level quality service?
Read Care Like a Mouse.
