Disney’s Approach to Quality Service

Qui, 08/11/2012 - 09:00 - 18:00
Ref#: SEM04_lx
Nº Horas:6

Objectivos

Know what your customers want, even before they do!

“We have always tried to be guided by the basic idea that, in the discovery of knowledge, there is great entertainment – as, conversely in all good entertainment there is always some grain of wisdom, humanity or enlightenment to be gained.”
Walt Disney
 

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.

Programa

Morning
• 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
• 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.

Sobre o ORADOR

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.

Destinatários

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.

Local

Hotel Olissippo - Parque das Nações, Lisboa

Valores

Registrations until June 30th: 770€ + VAT
Registrations until August 31st: 880€ + VAT
Registrations after September 1st: 990€ + VAT
Registration fee includes Lunch, Coffee Breaks, materials / documentation and certificate.

Inscrição para:

Qui, 08/11/2012 - 09:00 - 18:00
Ref#: SEM04_lx
Nº Horas:6

As inscrições para este Seminar estão encerradas

Registrations until June 30th: 770€ + VAT
Registrations until August 31st: 880€ + VAT
Registrations after September 1st: 990€ + VAT
Registration fee includes Lunch, Coffee Breaks, materials / documentation and certificate.
 

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