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Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees by Doug Lipp

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Pulling Back the Curtain: The Orientation

What happens “backstage” will end up “on-stage.” If we aren’t friendly with each other… smiling and saying “good morning” and things like that, then we’ll have a similar attitude toward our guests.1

—Van Arsdale France, founder and professor emeritus, Disney Universities

Disney University, 5 p.m.

Sophie sat in the training room and couldn’t keep the smile from her face. In fact, her cheeks were sore from all the smiling and laughing she had done in the last eight hours. The orientation program had just ended. She was now a graduate of the Disney University and ready to go out and create The Happiest Place on Earth.

Sure, it had been a long day, but it didn’t feel like it. The more she thought about it—her ...

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