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  1. #1

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    Question Disney's Customer Service

    What you consider to be Disney's top customer service ideas?

  2. #2

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    Re: Disney's Customer Service

    Wait, what?
    Last edited by DisneyMickey; 09-30-2006 at 12:09 PM.

  3. #3

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    Re: Disney's Customer Service

    Quote Originally Posted by Squiddy View Post
    What you consider to be Disney's top customer service ideas?
    Customer service is a tricky subject... It is so tricky, that many companies and those who consult companies on the subject.

    First off, Customer Satisfaction is more important than Customer Service... If you are servicing customers who are not happy, Disney failed to do it's job. So more often than not, being proactive is more important than being reactive.

    In other words the goal of every company is not to have a Customer Service Department... However, this is impossable.

    Because Disney is marketing "Happyness" they often have the problem with people being unhappy... I think this is one reason why they want to switch the customer's consciousness away from "the Happiest Place on Earth" to "The Place Where Dreams Come True."

    Disney's guest service department for the most part is procedural and systematic... The best thing about it is, you always, always get a responce back, and they try to address all your comments.

    The problem often though is this formula responce can be a little too insensative particularly when there is an emergency... and they send out a responce team usually to hand out free passes to people who are involved, as a sign of good will... Like if I have a tramatic experiance, I would want to come back to the park...

    Another problem is that few people actually know where to complain or make a complement or that Disney does want to listen to both...
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  4. #4

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    Re: Disney's Customer Service

    I have more to say on this... and I typed it all out... but for some reason it didn't post...

    But the gist is... It is a challenge to organize a company to be mindful of the customer to the point that if problems have to be addressed by city hall it is too late...

    This is why HR's job is critical... It needs to find CM's who are mindful of satisfying the customers needs... This isn't something that can be taught... Some people are not good at working with customers...
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  5. #5

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    Re: Disney's Customer Service

    I can say that the several times I have contacted Disneyland Customer service (by phone or email) I've received a personal and friendly response. They have made me feel like I was actually important to them.

  6. #6

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    Re: Disney's Customer Service

    I think they go TOO far with their customer sevice. They've created some of the worst customers in the history of business. The level of Disney fan's feelings of entitlement are unheard of.

    You can get away with almost anything at Disneyland with a minimal amount of complaining, regardless of whether it was your fault or not.

  7. #7

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    Re: Disney's Customer Service

    Quote Originally Posted by cellarhound View Post

    First off, Customer Satisfaction is more important than Customer Service...
    I disagree- Customer service (or lack thereof) begets customer (dis)satisfaction. The two are intertwined irrevocably and I wouldn't say one holds higher power over another. Additionally, customer satisfaction is largely irrelevant these days with the amount of power the customer has.

    Satisfaction has become the norm. Current research into customer satisfaction show no meaningful correlation between an organizations success and satisfaction. You have to be wowed, astonished, knocked off your feet in order to become a loyal customer. This can happen because of something they do, something they *don't* do , or by a service recovery when something bad happens. This goes by many names in the marketing trade and each week they come up with a new term- customer delight, raving fans, and so on.

    Think about a recent meal out where you were "satisfied". Thus the restauranteur achieved his goal of customer satisfaction (you were satisfied). Now will it be your choice the next time you go out to eat again? Most likely not, because while you were satisfied, they haven't done anything that the next place down the street can't do. Certainly if you are unsatisfied you'll never come back, but your loyalty hasn't been won.

    To tie this back to the Disney Company, what is it that they do that brings about the feeling of loyalty, trust, and and long-lasting relationship? For me and mine, it's definitely the service we've experienced in the past in the parks. In a more ephemeral sense, it's about a brand that we know is "safe" and can deliver out-of-the-ordinary. We're not merely satisfied, else we'd spend just as many dollars at Universal, or buy more Warner Bros movies, and so on. That's why the lion's share of our income finds its way into Disney's coffers, and we're doing it with eyes wide open.

  8. #8

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    Re: Disney's Customer Service

    Quote Originally Posted by cellarhound View Post
    Customer service is a tricky subject... It is so tricky, that many companies and those who consult companies on the subject.

    First off, Customer Satisfaction is more important than Customer Service... If you are servicing customers who are not happy, Disney failed to do it's job. So more often than not, being proactive is more important than being reactive.

    In other words the goal of every company is not to have a Customer Service Department... However, this is impossable.

    Because Disney is marketing "Happyness" they often have the problem with people being unhappy... I think this is one reason why they want to switch the customer's consciousness away from "the Happiest Place on Earth" to "The Place Where Dreams Come True."

    Disney's guest service department for the most part is procedural and systematic... The best thing about it is, you always, always get a responce back, and they try to address all your comments.

    The problem often though is this formula responce can be a little too insensative particularly when there is an emergency... and they send out a responce team usually to hand out free passes to people who are involved, as a sign of good will... Like if I have a tramatic experiance, I would want to come back to the park...

    Another problem is that few people actually know where to complain or make a complement or that Disney does want to listen to both...
    You have some great views on customer service (satifaction) and I think this the direction Disney needs to go if they want to excell in this area.
    Mark

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