Achieving Success Through Exceptional Service

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 and differentiate your organization from the competition.

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.

Through the interactive dynamics of classroom sessions, application exercises and conversations with Disney leaders and UF Instructors, 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

Topics will include:

• The Disney Service Philosophy
• Designing appropriate standards
• Disney Guestology
• Analyzing customer information including demographics and psychographics
• Personalizing the experience including tools for anticipating expectations
• Applying Effective Quality Standards, the four pillars of Disney operational priorities and tools for consistently measuring delivery
• Integrating Quality Service Elements into a Seamless System with a quality service matrix
• Identifying customer groups, both internal and external
• Understanding how to identify customer requirements by category using a Kano Analysis
• Defining value and performance from the customer’s perspective
• Quality service through systems, processes, structure and culture
• Identify systems and processes that need improvement
• Standards for customer-centric leaders

Onsite registration will begin at 7:30 AM

Program will begin at 8:00 AM

There will be a one hour break for Lunch and multiple breaks during the day

Program concludes at 5:00 PM