Disney's Approach to Quality Service

Course Overview and Learning Objectives

Attention to detail can be the difference between mediocre customer experiences and world-class, memorable ones that drive repeat business. Spend one day with Disney Institute, so your organization can benefit from Disney's experience in quality service and learn to think differently. 

Learning Objectives:

• Learn how great intentionality in every business decision and in every aspect of an organization can drive sustained business results.
• Explore how to achieve exceptional service by intentionally designing systems and processes.
• Consider how your organization’s customer service experience compares to other organizations, and think about how to improve your service consistently.
• Examine how service has declined over the years, and how this makes service a differentiator with business results.
• Learn why it is important to pursue internal customer service with the same intentionality as external customer service.
• Analyze the stereotypes associated with service in various industries, and identify how some specific organizations rupture those stereotypes.
• Recognize possible customer interactions beyond the service transaction. 
• Define a common purpose, and understand why it is essential to sustained business results.
• Examine the differences between customer needs, wants, stereotypes, and emotions, and how these are essential for service design.
• Analyze purpose, customer, and business in your organization in order to establish prioritized quality standards.
• Discover the overlap between the service process, people, and place, and why all are imperative to create a positive customer experience.
• Consider the importance of all areas of the organization supporting the common purpose.
• Assess what signals your touchpoints are sending to your customers. 
• Identify the service tools employees need to deliver exceptional service.
• Understand the definition of a quality service experience.
• Discover the difference between resolution and reconciliation, and determine why service recovery is important.