|
Walt Disney World calls its workers, from actors in Goofy outfits to laundry workers, "cast members" to make them feel part of the show. There's a garbage can every 25 steps, so litter will be tossed not dropped. There's a polite way to answer one of the park's most asked questions: "What time is the 3 o'clock parade?"These nuggets are part of corporate customer service training offered by Disney Institute, a Florida-based unit of the Walt Disney Co. that has coached thousands of executives and front-line workers from other companies and organizations since 1986. Customers have included Delta Air Lines, IBM, General Motors, Chrysler and even the Internal Revenue Service and cigarette maker Phillip Morris Inc.Now the Institute has taken another client: Miami International Airport, which many travelers will tell you needs customer service training like an airplane needs wings.
|
