What if Disney ran your Organisation? - applying the Disney principles of Customer Service Excellence

“If we don’t take care of our customers, someone else will.”
Author Unknown

This Workshop focuses on analysing exactly how many things CAN go wrong in the “Customer Facing” area of your Company. It covers an in-depth analysis of every “Moment of Truth” where a Customer can form an opinion of your Company or Service based on their experience and prepares a strategic “Analyse, Fix / Improve, Measure” process of Customer Facing activities in order to ensure Customer Intimacy and Customer delight. The workshop looks at WHY? Disney has won the award for Best in Class for Customer service for almost 20 years. We explore the Principles of the Magic Kingdom and take in the award winning FISH! video as we focus on Service Excellence. Delegates will compete a Service Improvement Plan during the workshop.

Creating a Culture of Customer Experience Excellence

What IF ……. Disney ran your Organisation?

Experiential / Activity Based Workshop

In a Survey of Senior Executives – over 6,000 Executives believed that understanding the Customer viewpoint was ‘very likely’ to lead to Customer Service ROI, viewing it as a key driver of increased efficiency.

“Local Organisations must design an experience that creates customer advocacy and establishes a total culture of service quality, from the top down, in order to deliver for customers. Focusing on, and measuring, the softer elements of Customer Service is key to achieving Customer Service ROI”

           This inspirational and motivational 1 day workshop will explore: 

• The 10 Things that Disney would do differently if he ran your Organisation

• The 9 Principles of Service Excellence – How does Disney “DO” Customer Service?

• The 6 Keys to the “Magic Kingdom”

Delegates will:

• Be inspired and motivated to shift their personal paradigm for Service Excellence
• Consider your Company through the eyes of a Patient or Partner or Customer or Student
• Learn the 3 vital ingredients to create a culture of innovation within your Company
• Explore Disney’s Principles of Service Excellence and Continuous Improvement
• Create the “perfect service” utilising Appreciative Inquiry Planning tools
• Consider the relevance of breaking down silos in order to achieve customer experience excellence through the efficiency of Functional Teamwork
• Complete a Self Audit of their own perceived Service competencies
• Explore Professional Communication Tools to enhance Service levels
• Consider the Service Principles of FISH! – the Award Winning DVD on Service Excellence

The cost of this module is £ 875 + VAT for groups of up to 12 delegates. This cost includes all preparation, materials, workbooks and trainers expenses.