Disney: Example Human-Side of Service Engineering

For those planning to attend the Human-Side of Service Engineering Conference in July 21-24 2012 San Francisco, the following article may be of interest…

In Business Consulting, Disney Institute is not such a small world after all

“Maryland teachers were instructed to engage children by crouching and speaking to them at eye level. Chevrolet dealers were taught to think in theater metaphors: onstage, where smiles greet potential buyers, and offstage, where sales representatives can take out-of-sight cigarette breaks… These personal service tips came from the Disney Institute, the low-profile consulting division of the Walt Disney Company. ”

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