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...y employee receives - from CEO to street sweeper - is in customer service. Lea...

... . The majority of people who go through the pre-employment screening process never actually apply for the job. Disney is OK with that. Actually, Disney is more than OK - they're delighted. They want to hire people who are not only willing to do the Disney job, but who also are willing to do it the Disney way. The first training every Disney employee receives - from CEO to street sweeper - is in customer service. Learning how to bake cookies, sweep sidewalks, or operate attractions is always secondary to customer service. In fact, technical skills augment customer service skills instead of vice versa. I know of no agency that spends time and/or money sending producers to customer service training. Why would we do a thing like that? Now that's an interesting question. ... an agency, new service staff are usually directed to the largest stack of undone work, and that's what they learn first. This sends a powerful message that the importance of the work outweighs the importance of learning the agency way of delivering customer service. Few agencies integrate the concept of customer service into new-employee orientation, staff meetings, or in-house training. If in-house training even exists, it's most often conducted by the agency owner, who probably has never studied customer service techniques and never functioned as a CSR. Knowing what you want other people to do and how you want them to do it is very different from being able to effectively teach them the necessary skills and motivate them to learn. Attitude counts. Newspapers aren't sold on Disney property because the company doesn't want guests to be in ...