Disney’s Customer Service Excellence + FISH!

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

The workshop looks at WHY? Disney has won the award for Best in Class for Customer service for almost 40 years. We explore the Principles of the Magic Kingdom and take in the award winning FISH! video as we focus on Service Excellence. We will focus on looking at your Organisation through the Eyes of your Customer and it will cover 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.  Delegates will compete a Service Improvement Plan during the workshop and will prepare a strategic “Analyse, Fix / Improve, Measure” process of Customer Facing activities in order to ensure Customer Service Excellence.  

Our lead facilitator for this workshop has had a personal insight into Disney’s Magic Kingdom Secrets and was invited to Florida to “see behind the scenes” as to how Disney “does excellence” and these principles are now being applied in Service Sectors across the UK.

Disney has identified a level of Service BEYOND that of Excellence which they achieve consistently.

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”

                                                                             Doing it like Disney!                       

 Sprinkling the “Magic Kingdom” Dust:  Disney’s Service Principles

This inspirational and motivational 1 day workshop will explore:

  The 4 Principles of Achieving Customer Excellence Experience – FiSH! DVD

Click Here for a Preview of this Award Winning Video – FISH!

Integrating Empathy and Compassion in our Customer Care

Developing Emotional Intelligence in our Customer Service

Experiential Activity: Impasse – The ABC of Managing Behaviour

Delegates will:

 

The workshop will be interactive with group and experiential activities

The cost of this module is £ 895 + VAT for groups of up to 12 delegates. This cost includes all preparation, materials, workbooks and trainers expenses.

Click Here  to download the One – Day: What if Disney ran your Organisation? – Doing it like Disney! pdf

Click Here to download the Two-Day: What if Disney ran your Organisation? – Doing it like Disney! pdf – includes Doing it Like Disney PLUS applying Emotional Intelligence to your Customer Service in order to build rapport and to achieve Customer Service Experience of Excellence

or Click Here to download the modified Course for Colleges and Universities – entitled “Doing it like Disney! – Creating Student Experience Excellence – Universities Challenged!”

or Click Here to download the modified Course for Hospitals – entitled – “Doing it like Disney! – What if Disney ran YOUR Hospital? – The 10 Things you would do differently – Patient Experience Excellence”