Disney is famous for its exceptional customer service, and there are many lessons that businesses can learn from the company's approach.
According to a study by the Disney Institute, 70% of the company's customers are repeat visitors, indicating high levels of customer loyalty. This is especially impressive when you consider that Disney employs more than 200,000 people worldwide, with more than 70,000 in Disney World alone.
All theme park employees undergo customer service training to ensure that they deliver an exceptional experience to guests. The theme park's training program is known as "Disney University," and it has been recognized as one of the most comprehensive training programs in the world.
In this blog post, we will discuss five key business lessons to learn from Disney's customer service.
5 Lessons to Learn from Disney's Customer Service
Lesson 1: Put the Customer First
At Disney, putting the customer first is a top priority. From the moment guests arrive at the park, they are greeted with friendly staff, and every interaction is designed to make the guest feel special. Disney's customer service philosophy is summed up in its "Four Keys" - Safety, Courtesy, Show, and Efficiency. These four keys are used to ensure that every guest has an exceptional experience at the park.
By prioritizing the customer's needs, businesses can create a similar level of loyalty and repeat business.
Lesson 2: Hire for Attitude, Train for Skills
Disney understands that its employees are the key to providing excellent customer service. The company has a rigorous hiring process that looks for individuals with the right attitude and personality to fit with Disney's values. Once hired, employees receive extensive training on Disney's customer service philosophy and are empowered to make decisions to help customers.
By hiring the right people and providing them with the right training, businesses can create a team of employees who are passionate about delivering excellent customer service.
Lesson 3: Pay Attention to Details
Disney pays attention to every detail to create a magical experience for guests. From the music playing in the background to the costumes worn by employees, every aspect of the park is designed to immerse guests in the Disney experience.
By paying attention to the small details, businesses can create a more memorable experience for their customers.
Lesson 4: Use Technology to Enhance the Customer Experience
Disney uses technology to enhance the customer experience in many ways. For example, the My Disney Experience app allows guests to book fast passes for rides, order food, and get real-time updates on wait times.
By leveraging technology, businesses can provide customers with more convenient and personalized experiences.
Lesson 5: Empower Employees to Solve Problems
Disney empowers its employees to solve problems and make decisions to help guests. For example, if a family is stuck in line for a ride and needs to leave the park early, a Disney employee can help them get a refund for their tickets.
By empowering employees to make decisions to help customers, businesses can create a more flexible and customer-centric approach.
Disney's customer service philosophy is centered on putting the customer first, hiring for attitude, paying attention to details, using technology to enhance the experience, and empowering employees to solve problems.
By following these principles, businesses can create a customer-centric culture that leads to increased loyalty and repeat business.
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