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Talking Point: The Disney Institute Blog

Customer Service vs. Customer Experience

March 21, 2013 by Bruce Jones, Senior Programming Director, Disney Institute

Providing good customer service seems as simple as reacting to a Guest’s request.

Suppose a Guest who wishes to purchase an ice cream bar tells the Cast Member which ice cream they would like, pays the Cast Member, and goes on their way. The transaction is complete, but what type of experience did that Guest receive?

Now imagine a Guest who approaches a Cast Member and is greeted with eye contact and a smile. The Guest tells the Cast Member which ice cream they would like, and while the Cast member serves the Guest, they ask how their day in the Park has been. The Guest pays the Cast Member who thanks them for their purchase and offers to answer any questions or provide directions to their next Park adventure.

The difference between a customer service interaction and a customer service experience is distinct. Instead of merely processing the transaction, the Cast Member is friendly, conversational, and seeks out ways to make the Guest’s experience a more enjoyable one.

Take a moment to consider the application to your organization — how could you be going above and beyond for your customers?



Disney Institute is ready to help you apply strategic rigor to your customer experience efforts - call us at 321.939.4600 or complete our Contact Form




Posted in Quality Service | Tagged Customer Service Training, Customer Service Techniques, Customer Experience Improvement, Customer Retention, Bruce Jones


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