迪士尼的服务模式.docx

迪士尼的服务之道
The Disney Approach to Guest Service
The Disney mission statement is simple:^ We create Happiness”
迪士尼的口号很简单迪士尼的服务之道
The Disney Approach to Guest Service
The Disney mission statement is simple:^ We create Happiness”
迪士尼的口号很简单：“我们创造欢乐。”
When conceiving the idea to build Disneyland,Walt Disney established a simple philosophical approach to his theme park business ,based on the tenets of quality,service,and show.
To reinforce the service concept,Disney has guests ,not customers,and cast members,not employees.
On the first day at work,every new Disney cast member participates in a one-day orientation program at the Disney University, ” Welcome to Show Business." The main goal of this exerience is to learn the Disney approach to helpful,caring,and friendly guest service. (cast members each play a role in the SHOW.)
为了强化这个服务理念，迪士尼把顾客称为客人，把雇员称为剧组成员。在工作的第一 天，每个迪士尼的新“剧组成员”都会在迪士尼大学参加一个为期一天主题为“欢迎来到演 艺行业”的迎新活动。这这个活动的主要目的是让员工学习，并以迪斯尼的方法来帮助，关 怀，和友好的为客户服务。(在这个“演出”里面“剧组成员”都发挥各自的作用)。
How does this translate into action?When a guest stops a street sweeper to ask where to pick up a parade schedule and the sweeper not only answers the questions but recites the
parade times from memory,suggests the best viewing spots on the parade route,offers advice on where to get a quick meal before parade time,and ends the interaction with a pleasant smile and warm send-off,people can' t h