Two books that will develop your customer service skills, no matter what industry you're in



Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney

Author: Lee Cockerell

In April 2016, I and four other colleagues had the opportunity to participate in the Disney Institute for Quality Customer Service in Orlando, Florida. It was an amazing experience!

For two and a half days, we learned about how Disney intentionally designs their systems, processes, and the management of employees (known as "cast members) to provide world renowned customer service, their "magic," complete with site visits around the theme parks to see how their standards are put into practice. Our goal was to see how we could implement their lessons at our organization, and to look into the possibility of hosting a one day version of the Institute at our university (which we successfully did in June 2017).

I was very taken with Disney's training and wanted to learn more. I searched for podcasts and discovered the excellent Creating Disney Magic, which  is a weekly conversation between host Jody Maberry and Lee Cockerell, the former Executive Vice President of Operations for the Walt Disney World® Resort. In Creating Magic, Lee provides leadership strategies based on his over 40 years' experience in the hospitality industry (including 25 years at Disney and Disney Institute), and he illustrates his points with many engaging stories from his career. Lee's show is worth a listen, and his books are definitely worth a read. 

Be Our Guest: Revised and Updated Edition: Perfecting the Art of Customer Service (The Disney Institute Leadership Series)

Authors: The Disney Institute, Theodore Kinni

If you can't attend the Disney Institute for Quality Customer Service in person, this book is a great way to get the main points of the Disney Institute training.

This book, which is a quick and easy read, takes you through the application of Disney's approach to Service, Cast, Setting, Process  and Integration. It's well written, and follows the Institute's curriculum very closely. You'll learn highly applicable concepts that are the foundation of how magical experiences are created at Disney theme parks through people, process and place.  

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