Disney’s Approach to Quality Service

KNOW WHAT YOUR CUSTOMERS WANT, EVEN BEFORE THEY DO!

Official Program in Portugal
November 08, 2012 – Hotel Olissippo Oriente. Parque das Nações - Lisbon

REGISTER NOW! Click here
Download Full Program

Would you like Sponsor this Event? Click here

The Walt Disney Company has never lost sight of its founder’s edict: “Give the public everything you can give them!” From this simple statement, everyone at Disney strives to exceed customer expectations every day. For more than 80 years this singular pursuit of excellence in delivering consistent quality service has earned the Disney organization a world-renowned reputation and ongoing business success.

PROGRAM BENEFITS
Uncover some of the secrets behind the Disney service culture and processes. In this program, you will examine the time-tested model for delivering world-class Guest service and discover how attention to detail creates a consistent, successful environment for both employees and customers. You can then use these ideas to transform and improve your own organization’s delivery of quality service.
Participants 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.

WHO SHOULD ATTEND?
Managers and those interested in benchmarking the business practices behind the highly regarded reputation Disney has for excellent customer service and providing a quality service experience within his or her organization.

PROGRAM

Morning Learning Objectives
• Learn the Disney demographic measurement methodology.
• Learn the Disney approach to psychographic measurement by identifying customer needs, wants, stereotypes and emotions.
• Apply examples of these measurement outcomes to any customer service environment.
• Define a common purpose and its importance.
• Understand purpose versus task enculturation.
• Define quality standards and their purpose.
• Understand the need for consistency in service delivery by 100% of an organization’s employees.

Afternoon Learning Objectives
• Examine ways that the Disney quality standards are applied to Cast Member roles in order to ensure consistent quality customer experiences.
• Explore the benefits of Disney training guidelines.
• Identify examples in which setting communicates strong messages that affect the delivery of quality service.
• Identify elements of setting that support the quality standards at Walt Disney Theme Parks and Resorts.
• Recognize how setting affects quality service in any organization.
• Examine ways that processes align with quality standards to deliver quality service for both internal & external customers.
• Discover how processes support both the employee and enhance the customer experience.
• Discover a Disney tool for universally evaluating customer service opportunity.

DISNEY SPEAKERS
Learn from the "Insiders" Disney Experts
The program is conducted by a strictly selected team of Trainers.
Disney leaders are professionals with rich and varied experiences on wide variety of clients, including several of the Fortune 500 Magazine.
All Disney Trainers are chosen for their deep knowledge and presentation skills.

VENUE, DATE & SCHEDULE
Hotel Olissippo Oriente – Parque das Nações, Lisbon.
November 08, 2012
09:00 - 18:00

VALUE
Registrations till June 30, 2011: 770,00 Euros per participant
Registrations till August 31, 2011: 880,00 Euros per participant
Registrations from September 01, 2011: 990,00 Euros per participant
Registration fee includes Lunch, Coffee Breaks, materials/documentation and certificate.

INFORMATIONS & REGISTRATIONS
email. info@letstalkgroup.com
phone. +351 21 795 74 68