|
|
|
You Will Learn How To
- Develop an organizational culture that supports consistent delivery of quality service
- Evaluate the Disney approach and tailor it to your business
- Design quality service standards and processes to raise the level of customer satisfaction
- Create metrics to gauge the needs, perceptions and expectations of your customers
- Enable employees, settings and processes to convey your quality service commitment
- Implement a strategic plan for monitoring the delivery of seamless customer experiences
Course Benefits Disney is well-known for its exceptional customer service and its focus on guests. Uncover the methods behind the magic during this in-depth look into the Disney service culture and processes. In this course, you examine the proven model for delivering world-class Guest service and discover how attention to detail creates a consistent, successful environment for both employees and customers. You learn to transform and improve your own organization's delivery of quality service.
Who Should Attend Managers and those interested in identifying the business practices behind the Disney reputation for excellent customer service and applying these practices to their own organizations.
Disney Institute Through the interactive dynamics of classroom sessions, application exercises and conversations with Disney leaders, you discover the quality service principles at the core of the Disney organization's strength. Exercises include:
- Recognizing components of quality service
- Incorporating a high level of attention to detail
- Creating a "compass" to guide your organization
- Evaluating the experience of your customers
- Planning for consistently exceptional customer experiences
- Creating measurements to determine progress
- Incorporating quality service elements at every point of contact
Course D340 Content The Disney Focus on Quality Service
- Disney quality standards: Cast Members (employees), Guests (customers) and business practices
- A balanced approach to quality
- Designing worldwide standards
- Maintaining competitive advantage
The Disney Service Philosophy
Establishing exceptional customer service
- The Disney success formula
- The value of customer research
- Exceeding expectations with attention to detail
- Depth of detail makes a difference
Designing appropriate standards
- The Disney quality service model
- Personalized service experience
- Ensuring consistency and quality
Disney Guestology
Needs, perceptions and expectations
- Applying a model for understanding your customers
- Needs
- Wants
- Stereotypes
- Emotions
- Adapting the Disney compass tool to your organization's service situation
Analyzing customer information
- Guest and consumer research
- Demographics and psychographics
- Employing external listening posts to monitor consumer comments
- Customer priorities
Personalizing the experience
- Customer interaction with employees
- Tools for anticipating expectations
- Providing highly customized service at every point of contact
Applying Effective Quality Standards
Establishing operational criteria
- Four pillars of Disney operational priorities
- Setting parameters for decision making
- Prioritizing the details of service delivery
- Tools for consistently measuring delivery
Identifying and defining unique quality standards for your organization
- Viewing your business through the eyes of your customers
- Setting your ideal level of service
- Defining behavior to demonstrate your organization's philosophy
Successful Methods for Delivering Quality Service
Modeling the Disney difference
- Determining a Statement of Common Purpose
- Defining measurable behavioral guidelines
- Establishing mechanisms to support delivery of service
- Treating employees as customers
- Giving ownership to team members who will bring ideas to life
Employees are drivers of customer experience
- Providing appropriate training, support and recognition
- Best practices for optimizing frontline service
- Creating a supportive environment
Sending a message through your setting
- Setting influences, mood and perceptions
- Designing environment with quality service in mind
- Recognizing and improving sensory details
Aligning global and local processes to support customer experience
- Effective processes ensure consistency
- Removing barriers to quality service
- Enhancing customer interaction
- Continuous evaluation and process improvement
Integrating Quality Service Elements into a Seamless System
Implementing a quality service matrix
- Aligning quality standards with delivery systems
- Treating everyone like a VIP at every point of contact
- Measuring the success of your service initiatives
Bringing quality service to life
- Building and communicating your business case
- Identifying your nonnegotiables, headliners and service differentiators
- Short-term and long-terms targets
|
<< Back to Disney Institute Course List
Related Courses
|
|
|
Training Dates
More Dates and Locations.
|
|
|
|
On-Site &
Custom Training
Bring this or any Learning Tree course to your location or have it customized for your organization.
|
|
Average Attendee Evaluation
|
Evaluations in the last 12 months |
|
5 stars:
|
|
88% |
|
4 stars:
|
|
12% |
|
3 stars:
|
|
0% |
|
2 stars:
|
|
0% |
|
1 star:
|
|
0% |
|
|
|
|
E-mail 
Print 
Q&A 
PDF 
Facebook 
Twitter
