Answer 1
Disneyland looks at service delivery in a different angle in order to satisfy the needs of consumers. They use common things in a unique way to win the trust of customers. In Disneyland, there are no employees, job descriptions or a job instead there are cast members scripts and roles respectively. The ideology here is that work is done out of heart, and the result is usually outstanding. Employees are usually given goals that they should meet and in the end, if they run short of ideas to meet their goals they stress out. This affects their work and is what leads to rudeness at times when they are in contact with customers.
However, being a cast member makes work easier. One does what he knows best to make the customers feel at home. Some customers, prefer certain cast members, and that is why the go there more often. In real life, people believe that smiling can make a person livelonger. Who will love to get services from a person who frowns all the time? This is what makes service delivery in Disneyland unique.
Apart from undergoing training, the smile makes work easier. After a long period of stress from work, having a vacation where smiles feel the air all the time and makes a person forget the stress is the place to be. Another salient feature is always under-promise and over-deliver. Patience is not a common thing among many people. However, Disneyland knows how to make people patient without them knowing. For example, they may make a person go and do other things, and when he comes back, ques where he was initially. The person will feel like and see it as an achievement.
Answer 2
Working in Disneyland sounds extremely entertaining and less stressing. Being friendly assertive is particularly essential for the business. This can be done through seeking contact with customers. It may be the first time for some people at Disneyland, and as usual, they may not know where to begin. However, just noticing them and engaging them in a talk will make them feel at home (Gallo, 2011, para. 6). For example, if a family goes for vacation in Disneyland for the first time they will need assistance to know there way. Approaching someone, whom looks lost without waiting for them to ask for directions, is an impressive thing to do. Giving budges to the customers but making them unique to identify new comers is vital. This will help the cast members identify the customers by name, know if they are new to the place and help them feel at home.
Another important issue to consider is being show ready (Gallo, 2011, para. 3). This not only makes things run smoothly but also helps in making the place pleasant to be. For example, many people like clean environments they are appealing. If employees only mind at how much they will make, then they will not have enough customers as intended. Disneyland is a place that is full of all kinds of fun and activities that will lead to littering around. Making sure that the place looks clean all the time is particularly beneficial .Therefore, the cast members should also make an effort to collect litter around and be role models to others. In the end, the customers will love the place and help to keep it clean all the time.
Reference.
Gallo, C. (2011). Customer service the disney way. Retrieved October 18, 2012 from
http://www.forbes.com/sites/carminegallo/2011/04/14/customer-service-the-disney-way/
