5 Things I learned from Disney cast members about customer service

Aug 13th, 2009

by Tina.

Disney cast members demonstrate many levels of customer service. There are 5 things that caught my eye.

Adding “special touches.”

I was impressed by how the hotel cast members left towels folded into various symbols. It was nice to come back after a long day and see the special decorations. I also noticed that many of the cast members offer unprompted suggestions and ideas. Tips include recommendations for dining and attractions.
Keeping the “magic.”

Cast members work hard to preserve the Disney magic. For example, tours are restricted to 16 years of age above. Also cast members from different locations don’t walk into neighboring lands. It would be odd to see a Jungle Cruise skipper in Tomorrowland.
Being culturally sensitive.

Cast members are trained to be culturally sensitive, which is essential due to the diverse population of visitors. Cast members are very mindful of their body language. When pointing to give directions, they point with two or 5 fingers, but never one.
Going beyond the tasks of their job.

While on the tour, I saw the tour guide pick up the trash. This was not the first. It is great to see people going above and beyond their own responsibilities.
Cast members guiding guests.

One way cast members help guests by helping them navigate the park effectively. Also there are a variety of programs such as the Magical Express, which avoids the hassle of renting a car at the airport.