Reference no: EM133200568

ANALYTICAL REPORT ASSIGNMENT 

Globalization & Culture & Customer Service - And the Walt Disney Company 

This report on how this global multinational company manages customer service in its various parks to create its own brand of 'guest satisfaction'.  

1. Disney's Approach to Customer Service (Textbook Ch 3, 4 & 8) 
2. Research what customer service means at Disney. Consider the various themes we have studied, and which might apply to Disney. Some concepts to research
   • 'Disney Guestology' - the study of Guests and their wants and needs. Explain what Guestology is and how it is incorporated in the daily operation of the theme parks
   • What special services to they offer for various types of guests? ie: seniors, families, adults, guests with disabilities? How do they communicate with guests at the parks?
   • How does Disney deal with responding to customer questions/requests and problem solving?
   • Customer Service Standards - What are some of the most important quality customer service standardsthat are taught? What are some of the key service standards that Disney has established to provide an outstanding experience for the Guest?
   • Consider some of the guest services they offer that help achieve exceptional customer excellence.

Document Format: 

• Remember one idea = one Paragraph - Breakdown your ideas/subtopics into separate paragraphs to that it document is easy to read.
• Ensure research of other sources besides the Disney website
• References and Citation of your sources.