Disney Guestology: Learning the Art of Customer Service
Monday, July 14, 2025
12:00 -1:00 p.m.
Online (Zoom)
Simply put, "guestology" is the study of the people for whom you provide service, to think from the customer's point of view and treat them as guests.
During this webinar, you will learn about the Disney Compass - N(eeds)/W(ants)/S(tereotypes)/E(motions) - and other tools to help create a positive difference and exceed your patrons' expectations, ensuring every visitor leaves your library feeling impressed, satisfied, and happy.
All ILA Noon Network webinars are free. Registration for all live webinars is limited to Illinois libraries.
Register for this webinar
About the Speaker
Susan Gibberman is an award-winning readers’ advisory librarian, including the 2008 Librarian of the Year Award from the Romance Writers of America.
A life-long television/film aficionado, she has published a bibliography on Star Trek, has been a contributing author on two editions of The Encyclopedia of Television (by the Museum of Broadcast Communications), and formerly worked as an entertainment research specialist for Walt Disney Imagineering.
She has also served on the Board for Chicago’s Love is Murder Mystery Conference and is currently working on a compilation of actual murder stories translated to film.
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