Customer Service, Disney Style


Customer service just isn’t what it used to be.

That’s why companies are asking for help from “The Happiest Place on Earth.” The Florida-based Disney Institute, a unit of the Walt Disney Company, has worked with companies like Delta Air Lines, IBM and General Motors since 1986 to help them improve their customer service training.

The institute’s newest client may be a bit more surprising: the Miami International Airport. But it makes sense when you consider the airport was ranked in the bottom three out of 18 U.S. airports in J.D. Power and Associates’ 2007 North America Airport Satisfaction Study.

So how can an airport learn from the lessons of an amusement park? “Just think of the airport business. The reality is both businesses have millions of people each year waiting in line for a ride,” said Bruce Jones, programming director for Disney Institute.

The airport and Disney World also share issues dealing with retail sales, parking and ground transportation. An airport official says they already have plans to mimic the Mouse’s name tags in lieu of their current hard-to-read security badges.

Photo by Disney Institute.

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