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Amazing Customer Service May Be Your Objective
But the results are completely subjective
Cynthia Williamson
“The Disney Difference” is one of the many pins my daughter and I traded for at Disney World just before Christmas. Nobody in the world is more meticulous about customer service than the happiest place on earth!
All kiosks, carts, and stores are fully staffed. Name tags list the languages spoken by that individual to help those for whom English is not a primary language.
The alabaster-white uniformed clean-up crew is ever present. A stray napkin blowing on the ground was picked up by a passing manager who then barked his location into a walkie-talkie.
Objectively, highly-trained cooperative help is available within two feet in any direction. The subjective measure of that help is directly defined by the customer experience.
One evening about 8:30, we were told Princess Aurora (Sleeping Beauty) was signing autographs in Toon Town. We asked Roberto from Brazil how to get there. He smiled, said she was also his favorite, and pointed out the path to follow.
After ten minutes at a solid pace and our destination not in sight, we stopped and asked Stephanie from Sweden. She smiled as well and pointed in the same direction. The difference is she added, “Walk until you find the teacups, turn left, go under the banner, and pass Minnie’s house. Sleeping Beauty should be in the next building, about ten minutes from here.”
Objectively, both employees were well-groomed, articulate, and friendly customer service ambassadors. Subjectively, the difference was immense. It was after dark, we already had been at the park eleven hours, and our tennis shoes were pressing blisters. Had Roberto offered that we were looking at a brisk twenty-minute walk, we’d have passed until the next day. Given that Stephanie told us precise directions and how long it would take to get there, we evaluated that we’d already come that far and might as well continue.
Although gone for the evening by the time we arrived, we had a nice chat with Princess Aurora the next day. Caroline from Perrysburg, Ohio told us exactly where to find her!
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