Not long ago, an incident that happened at Walt Disney touched me greatly. A guest checking out of our Polynesian Village resort at Walt Disney was asked how she enjoyed her visit. She told the front-desk clerk she had had a（n） wonderful vacation, but was heartbroken about losing several rolls of Kodak color film she had not yet developed. At that moment she was particularly nervous over the loss of the pictures she had shot at our Polynesian Luau, as this was a memory she especially treasured.
Now, please understand that we have no written service rules covering lost photos in the park. Fortunately, the clerk at the front desk understood Disney's idea of caring for our guests. She asked the woman to leave her a couple rolls of unused film, promising she would take care of the rest of our show at Polynesian Luau.
Two weeks later the guest received a packet at her home. In it were photos of all the actors of our show, personally signed by each performer. There were also performances of the public procession and fireworks in the park, taken by the front-desk clerk in her own time after work. I happened to know this story because this guest wrote us a letter. She said that never in her life had she received such good service from any business.
Excellent service does not come from policy handbooks. It comes from people who care -and from a culture that encourages and models that attitude.
语言流畅 最好不用翻译工具 谢谢
其实，我们的服务手册上并没有关于在景点帮人寻找遗失照片的规定，但幸运的是，前台的服务员非常了解迪斯尼公司的宗旨--给客人最好的服务。于是这位服务员就让这位游客留了几卷还没用的胶卷，并保证她会在Polynesian Luau为这位游客给剩下的表演留念。
两周后，这位游客在家中收到一个包裹，里面是所有演员的照片以及他们的签名。除此之外还有园区其它的一些照片，比如烟火晚会等等，这些照片都是那位服务员在工作之余拍的。我之所以知道这件事是因为那位游客给我写了一封信，她说这是她一生中得到的最好的服务。
好的服务不在于你将手册准则运用多好，而在于被服务人的评价以及一种鼓励和养成好的服务态度的文化。
-----------------------------
纯手工，希望能看懂~本回答被提问者采纳
现在,请谅解我们没有书面服务的规章制度——失去在公园里照相。幸运的是,前台的理解迪士尼照顾我们的客人。她问那女人留给她几卷膜,前途的闲置,她会照顾我们的余生显示在波利尼西亚人的宴会。
两个星期后,客人收到一个包在她家。在它所有的演员的照片是我们的节目,每位参演嘉宾亲自签名。也有表演的公众游行、烟火在公园里,被前厅服务员在她自己的时间工作之后。我碰巧知道这个故事,因为这个客人给我们写了一封信。她说,她的生活,她从来没有收到过这样好的服务从任何业务。
优质的服务并不来自于政策手册。它来自那些关心-从文化鼓励和模式的态度。
