Over the years, Disneyland has been focused to holding up their imagine of being the place of magic and dreams. Therefore, to create memorable experiences for their customers the organization provides excellent customer services. Disneyland customer service is known to many across the world. The Disney organization even written a book to share their philosophy on guest services. Of course, money is a factor for every type of organization as funding is the only way for an organization can keep the mission alive. Far as the workers, money does motivate them to provide better service to the customer; in order to receive tips or other types of incentive that would come for quality service.
However, Mr. Walt Disney stated, “you reach a point where you don’t work for money.” The ethos of treating people the way you want to be treated is thought to play an important role in customer service. Furthermore, Disney has an institute that offer paid business courses covering “Disney Keys to Quality Service.” These courses will help those who participate to understand how to deliver a topnotch service environment. In addition, Disneyland offer a similar teaching to the staff for on the job training. The job trainings range from basic common-sense knowledge to detail steps for uncommon situations.
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Staff are to exceed guest expectation by going that extra mile as it will encourage the customer to return. Next, is the front-line is the bottom-line; meaning the staff that have first contact with customers need to be helpful and professional because one bad experience can make the customer hesitant to return. Then there is the wow moment; which is to turn a customer’s negative moment to a positive moment. The “what time is the three o’clock parade,?”is a common questions for staff, but this question is to always be answered