IT Maintenance

CHAPTER 12Customer Care

When discussing customer care, a good place to start is with an example of a company that does it right. The Walt Disney Corporation is a great example of such a company. In its customer care and service, Disney strives to delight its customers. First, it refers to its customers as “guests,” which sets the tone Disney wants. People are inclined to treat a guest with care and courtesy.

The second thing that Disney does is to refer to all of its employees as “cast members.” This creates a sense of being on stage. Employees are playing parts or roles as cast members. They can focus on playing their roles well and also benefit from being able to separate themselves from the roles. Being able to do this is a benefit, because ...