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I went to Disney World and all I got was this really cool book

Picked up Be our Guest: Perfecting the art of customer service by the Disney Institute. The salesperson (cast member) working the register at a store in Downtown Disney seemed geniunely surprised that someone actually bought the book.

Review to come. Here's an online tool to measure the ability of your organization to deliver Disney-like customer service. And Jeff Kober has this summary of Disney Service Basics — guidelines for how to treat customers and how managers are to treat staff.

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