• The Miami Herald, Friday, September 21, 2007 11:16 AM

Surveys rank customer service at Miami International Airport as among the nation's worst. So workers are taking classes in corporate customer service at the Disney Institute, learning leadership practices, team building, staff relations and communication skills--many of which were formulated by Walt Disney himself.

Instructors at the Institute--a Florida-based unit of the Walt Disney Co. -- have coached thousands of executives and front-line workers from other companies such as Delta, IBM and General Motors.

Disney started the Institute after it got questions from other companies about its customer service. After offering some behind-the-scenes educational tours, the Institute developed its first professional development program 21 years ago. Many principles taught by the Disney Institute are created and tested through research and data collection, including visitor surveys.

Read the whole story at The Miami Herald »