This episode of Creating Disney Magic was recorded in the lobby of the Coeur d'Alene Resort in Coeur d'Alene, ID. It was the perfect setting to discuss customer service.
When you are at a resort or hotel, or anywhere for that matter, and get great service, it is likely the result of training. Sure, there are other factors, like good hiring practices and personal attitude, but for the most part, great service comes from great training.
The same is true for bad service. Poor service comes from poor training.
Poor training leads to poor service. And poor service can sour a customer's experience no matter how good your product is. And if you have outstanding service, you can get away with bad carpet.