How Disney Acts as a Role Model for Customer Service

Disney is one of the largest companies in the world. Additionally, they are one of the ultimate customer service role models. Many lessons can be learned by understanding how Walt Disney approaches leadership, culture and the guest experience.

Disney may target and speak to children, but if you analyze the themes in their movies, you will see that there are always some jokes and ideas for the adults. If we lookn even further perhaps we can come up with some valuable lessons that relate to your business and its own culture.

I recently came upon an older article by Shep Hyken, in which he user quotes from Walt Disney movies in order to teach some important customer service lessons. I decided to focus on four quotes, and elaborate a little bit about their relation to customer service:

1. “If you can dream it, you can do it” (Walt Disney)

One of the most famous Disney quotes. You can apply this quote to anything you do in life. It works exceptionally well in when you refer it in Customer Service terms. Sometimes it takes extreme steps to make a customer happy, but if you are dreaming about good customer service in your business, it is necessary to do everything in your power to make that the case. If you have big dreams about your business and you want to lead the market, it can be executed. One of the most important ways to excel in solving customer is devoting your time in training your employees. Once everyone in the company shares your vision you will be well on your way to success.


2. “Venture outside your comfort zone. The rewards are worth it” (Rapunzel, Tangled)

The best companies empower their employees to make good customer decisions. Customers want to get a quick and quality solution. You can achieve that by empowering your employee. Unfortunately, there are many companies that do not see it that way. For those companies, it is time to start training employees to make good decisions. The first step is to explain to them what kind of service you expect and how they can achieve that. Employees sometimes make mistakes, it It is part of life as much as it is business Minimizing their responsibility will noy reduce their mistakes, but only make them feel less obligated to the job. Use mistakes as a training opportunity. With the right training and management, you will be surprised how quickly you create an empowered workforce.

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3. “Oh yes, the past can hurt. But the way I see it, you can either run from it or learn from it” (Rafiki, The Lion King)

No doubt your employees will make mistakes, the wisdom is to learn from those mistakes and always try to improve yourself and your company. When it comes to customer service, you always have room for improvement. This includes social media channels that that have became the main tool for customer service. Those channels, develope all the time and force you to change as well. They are public and potential customers can see how you treat your customers. Embrace the past to help you and your employees, grow in the future.


4. “The problem is not the problem. The problem is your attitude about the problem” (Jack Sparrow, Pirates of the Caribbean)

Attitude is the name of the game! When it comes to your customers, your attitude about customer problems can turn angry customers into loyal customers. Do not ignore the problem. Find ways to solve customer issues at any cost. Customers always remember bad service, moreover, they will talk about it anytime they can and mention it on social media channels.

As you can see, every business can learn from Disney and tied their smart statement  to customer service.


Amy Clark is the Lead Author & Editor of IWantItNow Blog. Amy established the Customer Engagement blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to customer service, support and engagement.