Increasing your Student Experience Journey – by “Doing it like Disney!”

 Universities Challenged!

How to provide “Value for Money” for your Students

The current squeeze on funding, the increase in competition, the greater demands for excellence from Students who now have a greater choice where to gain their education, revealing NSS league tables, the increasing fees – all demonstrate that the Further and Higher Education Sector has possibly never known such “extraordinary times” as those in which we are living today – confirmation then that “extraordinary measures” are required.

As Universities across the Country begin to focus more on commercial strategies as the competition increases it is vital that your University delivers Service Excellence and outstanding Student retention and satisfaction levels in order for their offering of further education to remain competitive and for the students to perceive that they have received good “Value for Money” in the face of Students fees increases.

In a competitive Higher Education Market, it is essential that any differentiator of courses offered or product is leveraged to its maximum in order to gain the advantage.

When services and products become similar – it is the excellence of the Service offered which plays a major deciding influence. But when the day arrives when every University offers Student excellence – it will be the Universities who can offer the “next level of service” who will sustain their success.

It is their experience which Students will remember and talk about to others.

 Delivering Student Experience Excellence

This Workshop focuses on how to apply Disney’s culture of Service Excellence into our Student’s Journeys.  It covers an in-depth analysis of every “Moment of Truth” where a Student or a Potential Student can form an opinion of your College or University based on their experience and it prepares a strategic “Analyse, Fix / Improve, Measure” process of Student-Facing activities in order to ensure Student Experience Excellence. The workshop looks at WHY? Disney has won the award for Best in Class for Customer service for over 30 years. We explore the Principles of the Magic Kingdom and take in the award winning FISH! video as we focus on Student Experience Excellence. Delegates will compete a Service Improvement Plan during the workshop. Creating a Culture of Student Experience Excellence What IF ……. Disney ran your University?

Disney has won the “Best in Class” Award for their Customer Service Principles for the last consecutive 40 years

Now these principles are delivering excellence within Further and Higher Education Establishments across the UK

Measuring your Students Experience – NSS The “bar” for Student Service Excellence and Experience is getting higher each year for Universities to achieve.

The Higher Education Funding Council for England reported that: “Students are more satisfied with their experience at UK universities or colleges than at any time in the eight years of the National Student Survey (NSS), with 86 per cent saying they are satisfied overall with their course in this year’s survey.”

This inspirational and motivational 1 day workshop will explore:

The workshop will be interactive with group and experiential activities

Doing it like Disney – Universities Challenged!

Workshop Agenda

What if…we did things Differently? …and What if…Disney ran your University?!

Experiential Activity: Paradigm Shifter – Thinking Differently about Student Service

Seeing Your University through the eyes of a Student

Group Activity: Student Touch-Points – Mapping the Student Experience 

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

Group Activity: A Self Audit

Creating a Culture of Innovation and Service Excellence within your University

Student Experience Excellence requires Functional Team Working

10 Lessons of Teamwork – from The Geese – Video

Experiential Activity: Levitation Challenge

Identifying and Understanding Personality Types

Experiential Activity: Navigating the Impasse

Designing the ’10 out of 10′ Student Experience of Excellence at our University   

What does Student Service Experience Excellence Look Like?

Group Activity: The Perfect Student Experience Excellence Outcome – Future State – using Appreciative Inquiry

The 4 Principles of Achieving the Student Excellence Experience – FISH! DVD

The FISH video / DVD has gone on to be the best selling training video/DVD of all time. Here is an extract from the Pike Place Fish web site: “For us it means going beyond just providing outstanding service to people. It means really being present with people and relating to them as human beings. We take all our attention off ourselves to be only with them…looking for ways to serve them. We’re out to discover how we can make their day. We’ve made a commitment to have our customers leave with the experience of having been served. They experience being known and appreciated whether they buy fish or not. And it’s not good enough just to want that – it takes an unrelenting commitment. We’ve made it our job to make sure that experience happens for every customer.”

These same FISH! Principles are now being applied to Universities and Colleges throughout the UK

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

 Workshop Outcomes – Delegates will:

Click here to download an overview of this inspirational workshop: Creating Student Experience Excellence.…or click here to return to our Education and Young People Page Creating a Positive Future for our Young People and Students | Mobile Team Challenge (mtceurope.co.uk)