Has Disneyland Forgotten About Customer Service?

 

disney.pngAsk 10 people to identify World-Class Customer Experience providers, and 9 of them will say “Disney.”

It is, of course, unarguable that the Disney concept is unequalled.  But is it possible that they have become so certain of their superiority that they are beginning to forget about the basics of customer service?  There have been a few anecdotal stories over the last few years that make one wonder.  This most recent one comes from Taryn Hillin, an individual who is a loyal Disney supporter and season pass holder.  Here’s the full story.

When she called to voice a very reasonable complaint, the response from Disney simply “Well you must be the only ones who feel that way because we’re still selling tickets. In fact tickets sell out.”

What Ms. Hillin was looking for, at minimum, was a little empathy.  Instead, she described her feeling like this, “When we called Disneyland we were considered nothing more than the dirt under their diamond tipped shoes. As the woman told us, people are still buying tickets so we can take a hike for all she cares. We did, thanks.”

Is The Happiest Place On Earth slipping?

Has Disneyland Forgotten About Customer Service?
You might also be interested in:
team customer service
Customer Service
Shaun Belding

Customer Service Teamwork: Good Cop – Good Cop

 

It gives your customers greater confidence with the second person, and to establish that their needs are not just important to you, but to everybody in the organization. Here’s an example of how it might work in a telephone conversation where you are connecting a customer to somebody in a different department:

Read More »
two words that kill rapport
Customer Service
Shaun Belding

Two Words That Kill Rapport

 

  [Reprinted with permission from Winning At Work] The ability to build rapport is the hallmark of successful people everywhere. It plays a vital role

Read More »
Posts by category
Winning at Work Newsletter

Cranky Customers?

Crazy Coworkers? Bad Boss? Challenging Employees?
Looking for Tips on Success at Work?

Free – once a week in your inbox!
(And 100% spam-free!)

Outstanding
Customer Service Training
The best customer service training programs

Contact us today to learn how The Belding Group can help you stand out with outstanding customer service.

Do you have your copy of The Journey yet?

Winning at Work Newsletter

Cranky Customers?

Crazy Coworkers? Bad Boss? Challenging Employees?
Looking for Tips on Success at Work?

Free – once a week in your inbox!
(And 100% spam-free!)