R ecently, I attended the Disney Institute's course: Disney's Approach To Quality Service . This multi-day course presented Disney's world-famous customer service philosophy and program to participants from all over the world. This course is one of three offered by the Disney Institute. The other two are Disney's Approach to Leadership Excellence and Disney's Approach to Employee Engagement . The course was taught by members of the Disney Institute who are former leaders in other aspects of the company. For this course, the two instructors had a background in resort leadership at Walt Disney World. As such, the lessons were often supported by personal experiences that highlighted the concepts in the course. In a very broad sense, the course focused on Disney's approach to designing, delivering, and recovering both internal (cast members/employees) and external (guests) customer service. This included a deep dive into Disney's 5 keys for delivering the Disne