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WALT DISNEY WORLD EXAMPLES:
| 4 Service Standard Categories |
| 1. Safety |
2.Courtesy |
3. Show |
4. Efficiency |
Eye Contact and Smile
- start and end every guest contact and communication with direct eye
contact and a sincere smile
Greet and Welcome Each and Every Guest
- extend the appropriate greeting to every guest with whom you come
into contact (e.g. good morning/afternoon/evening, welcome/have a good
day, may I help you?)
Seek Out Guest Contact
- it is the responsibility of every cast member to seek out guests who
need help our assistance (e.g. listen to guest's needs/answer questions,
give directions, offer assistance).
Provide Immediate Service Recovery
- It is the responsibility of every cast member to attempt to the best
of their abilities to immediately resolve a guest service failure before
it becomes a guest service problem
Display Appropriate Body Language at all Times
- it is the responsibility of every cast member to display approachable
body language whenever they are on stage (e.g. attentive appearance,
good posture, appropriate facial expression).
Preserve the "Magical" Guest Experience
- always focus on he positive, rather than the rules and regulations
- talking about personal or job related problems in front of our guests
is unacceptable.
Thank Each and Every Guest
- extend every guest a sincere thank you at the conclusion of every
transaction.
- extend every guest a thank you or similar expression of application
as they leave the Park, Resort, or your attraction, restaurant
or shop.
Taken from: Disney's Approach to Quality Service |
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