If you’ve visited any Disney Parks recently, perhaps over the holidays, you’ve no doubt experienced the remarkable customer service provided by Disney’s Cast Members (Disney Park employees). Their service training not only provides them with the knowledge to answer most any question a visitor could have about the parks, it also teaches them to look for the true questions visitors are asking, instead of providing a bare bones, obvious answer. The seemingly nonsensical question “What time is the 3 o’clock parade?” serves as an excellent example of this skill. Rather than simply repeating the obvious answer back to the Guest, cast members will attempt to provide them with the information they really want, such as optimal vantage points from which to view the parade or what time the parade will pass certain locations in the park.

According to the Disney Institute, an organization cannot achieve exceptional customer service without having a profound understanding of its customers on an individual level. This means that in order to provide the same level of service experience offered by Disney Cast Members, an organization must understand both the needs and wants of customers, and be able to respond accordingly to exceed customer expectations. Every organization has it’s own version of the  “3 o’clock parade” question—identifying yours can be the first step to setting your organization above the rest with exceptional customer service.

Read the full article from the Disney Institute here: http://bit.ly/1JBqHFh