A completely updated and revised edition of our bestselling BE OUR GUEST. With a foreword from a well-known entity in current business and industry, this book will delve into how Disney has perfected the art of exceptional customer service. Disney Institute shares the operational practices used to serve Guests at the parks and resorts for over sixty years. The book will detail how and why excellent service does not simply come from a friendly smile or easy transaction. It results from truly understanding the customer’s needs and putting the right guidelines and customer service standards in place, in order to exceed their expectations. When an organization puts the customer at its core—empowering its people and unifying its processes—outstanding customer service becomes possible on a consistent basis, from the first greeting to the final meeting. When all touch points are exemplary experiences, a customer has a much greater incentive to return, as well as recommend us to others. No one understands this better than Walt Disney Parks & Resorts.