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Disney's Kendal Jolly shared some philosophy and tricks of the trade that help make his company legendary in the customer service business.

LAKE BUENA VISTA, Fla. — One of the most common questions asked by visitors to Disney’s theme parks is “what time is the 3 o’clock parade?”

Cast members, which is what employees at Disney are called, can easily roll their eyes, sigh with impatience or give a curt answer. But Kendal Jolly said there’s a much better response.


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