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Five Star Service, One Star Budget: How to create magic moments for your customers that get you noticed, remembered and referred by Michael Heppell

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Chapter . RADAR thinking at work

Here are three examples of RADAR thinking being used to turn a regular challenge into a wonderful customer service experience.

  1. I guess no customer service experience would be complete without an example from Disney. Epcot in Orlando, Florida, is Disney’s biggest park and as you would expect has a very big car park. If you have ever been (and driven there) you’ll know the scale is huge – the Epcot car park alone can take up to 20,000 cars.

    Logistically to get everyone from their cars to the park at the start of the day or from the park to their cars at the end of the day is a huge task so it doesn’t help when a weary family gets to the end of a long day and tells a Disney cast member (their name for staff) that they ...

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