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"Be Our Guest": Crafting a Magical Client Experience

Published: 02 November 2014 Publication History

Abstract

The Client Services team of Valparaiso University's IT department found inspiration in Disney's guest service models and has been building a culture of superior service throughout IT. Come along on a magic carpet ride to discover how this new world is transforming delivery of technological services to the campus. From Help Desk to training to assessment, we are increasing satisfaction levels among campus constituents as we meet their needs. We will show how we created a guest service compass that guides our decision-making and service delivery. Further, we will share areas where we learned we were creating our own obstacles in empowering staff to provide service to our guests and how we overcame resistance in the quest for continual improvement.

Reference

[1]
Kinni, Theodore. Be Our Guest: Perfecting the Art of Customer Service. Disney Editions, New York, 2011.

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cover image ACM Conferences
SIGUCCS '14: Proceedings of the 42nd annual ACM SIGUCCS conference on User services
November 2014
122 pages
ISBN:9781450327800
DOI:10.1145/2661172
Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than the author(s) must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected].

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 02 November 2014

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Author Tags

  1. client relations
  2. client services
  3. customer service
  4. disney
  5. guest service
  6. service delivery

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  • Research-article

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SIGUCCS '14
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SIGUCCS '14: ACM SIGUCCS Annual Conference
November 2 - 7, 2014
Utah, Salt Lake City, USA

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SIGUCCS '14 Paper Acceptance Rate 24 of 58 submissions, 41%;
Overall Acceptance Rate 123 of 170 submissions, 72%

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