My Introduction to the Mouse

The magic is officially gone!  I began my adventure in Florida on January 5th and Disney has a whole new perspective to me.  The Walt Disney World of old is officially gone from the parks literally and figuratively.  The Disney family no longer has a seat on the board and the only remaining presence is in the name.  The customer service dynamic is interesting because the organizational structure and attitudes are not far different from any other corporation.  The tickets or passes to the parks are very expensive and many customers or guests go through ticket shock.  I personally see this everyday as I fulfill my role as a vacation planner.  A vacation planner is simply someone who sits in one of the booths at the front of the park and sells tickets to the public as they enter the Animal Kingdom.  The Animal Kingdom is one of four theme parks which includes the Magic Kingdom, Epcot and Hollywood Studios which was formerly MGM studios.  Disney has different names for everything.  An employee is a cast member that plays a role.  A ticket is a pass.  A ticket seller is a vacation planner.  This simple word arrangement is what Disney considers internal customer service because it allows us to think we are all part of the show and that we are all characters serving a higher purpose.  The only problem is that this higher purpose is the C.E.O.  While ticket prices at the gate can reach ridiculous prices, considering a one day one park pass is $79.88 and a multi park or park hopper one day pass is $133.11, that money is largely allocated to the top.  Over 65,000 are employed by Disney and more than most are paid bottom dollar.  The core teachings are customer service at Disney University prior to employment and during your on the job training as well.  Your main job is customer service and that is fully impressed upon you  in whatever role you play.  True customer service stems directly from internal customer service or employee satisfaction.  People go to work largely in part to earn a living and the facts are that Disney barely pays a living wage.  Disney World would not skip a beat if its C.E.O didn't come to work for a month but the whole place would shut down if its "cast of characters" did not come to work for one day.