The way it looks, It almost feels like Disneyland when you first approach Hong Kong Disneyland--except for the big mountain in the back! Photo by J. Jeff Kober.

Empowering Customers

The other day, we went to Disneyland Paris to look at one of the ways they focus on Customer Service. Let’s head to Disneyland Hong Kong today. One of the best things you can do for customers is to provide them viable options. Empowering customers with informed choices gives them the power to influence their … Read more

This beautiful fountain is working, but many guests over the years have commented how the lights on the Plaza Gardens sign were often burned out. Photo by J. Jeff Kober.

Brush And Roll

Disneyland Paris’ news magazine posted an article focusing on new maintenance projects that have been established to improve the guest experience. My understanding from my inside sources is that Bob Chapek, chairman of Disney of Disney Parks and Resorts, has personally emphasized this initiative. Everyone has known that Disneyland Paris suffers from ongoing maintenance issues. Finally, … Read more

Goofy at home in Pete's Silly Side Show. Photo by J. Jeff Kober.

Plus Up Your Offerings

By your host, J. Jeff Kober One of the real treats during my trip to Tokyo Disneyland last summer came about mid-day when I was tired and needing a break. I was at the end of Westernland (that’s what they call Frontierland at Tokyo Disneyland) and had just experienced Big Thunder Mountain (which is a very … Read more

City Hall at Disneyland Paris. Every Guest Relations has a room to accommodate angry guests. It is said that there are four of those at DLP. Photo by J. Jeff Kober.

Be Prepared For Angry Guests

By your host, J. Jeff Kober In a recent post, we spoke about how Disney listens to its guests. We have an example of the work that goes on at Guest Relations in the Disney parks, such as City Hall at Disneyland Paris. Throughout the day, Guest Relations receives hundreds of guests. Many just have questions … Read more

60 Disney Guest Service Ideas

Celebrating Disneyland’s Diamond Celebration with 60 Takeaway Concepts For Improving Customer Service in Your Organization Happy New Year! Can you believe it’s 2015? One of my New Year’s resolutions this year is to blog more often. And I’m committing to doing so by a new series on improving customer service. Disneyland is celebrating its Diamond Anniversary this … Read more

Disney's Hollywood Studios: From Show Biz to Your Biz. By J. Jeff Kober.

Disney’s Hollywood Studios: From Show Biz to Your Biz

This newest book by J. Jeff Kober celebrates Disney’s Hollywood Studios, and the stories, tales, and lessons behind it! I am so very excited to announce today my newest book, Disney’s Hollywood Studios: From Show Biz to Your Biz, published by Theme Park Press. I’m thrilled that it’s available in time for this week’s 25th silver anniversary … Read more

Announcing the 2nd Edition of The Wonderful World of Customer Service at Disney

I’m very excited to announce the 2nd edition of The Wonderful World of Customer Service at Disney. When the first edition of The Wonderful World of Customer Service at Disney came out, my rationale for writing the book came from the fact that I didn’t feel anyone was really telling people what customer service was really all … Read more

Be Our Guest. Be A Guest. Customer Service Implications

One of Disney’s most beloved films, Beauty and the Beasts, speaks to the topic of hosting others. Indeed, its signature song, “Be Our Guest,” is not only an anthem for great guest service at Walt Disney World, it’s now become a hugely popular restaurant. Guests are making reservations months ahead for formal dinner reservations, and … Read more