Does anyone have any recommendations in this area?

One of my businesses is a customer service heavy one (escape room) and I'm just looking for additional resources for myself and my store manager that can be passed down to our customer facing team.

Thanks in advance.

I'll give you two books, both are related to Disney. You would be hard pressed to find another company as dedicated to delivering the best possible experiences for their guests. They're also very good at draining your wallet, but at least you have a smile on your face while they're doing it.

Disney U by Doug Lipp (this is about Disney University training)

The Customer Rules by Lee Cockerell (former exec at Disney and Marriott).


I've employed strategies found in these books, especially "popcorn customer service". Basically, if a kid at Disney drops a 6 dollar bag of popcorn on the ground and starts bawling his eyes out, any "cast member" can replace it immediately, free of charge. You don't need to get approval from a manager to replace a bag of popcorn (which costs Disney almost nothing). The theory being that you should give all of your employees the authority to resolve situations without going through layers of bureaucracy. It gives your employees and guests more satisfaction.

Amazing business. escape rooms.

You can read all the books out there, at the end you need the right raw material. The best (imo) are those who love to play themselves.

In other words, any book from Tony Hsieh to Disney will do the job. It's mostly preaching to the choire. As an outsider this seems quite an easy job though, but then, ez to say from the outside.

Also what Sosa said, but that's considered basic knowledge today (?!)