Disney Institute - Quality of Service

When an organization puts the customer at its core—empowering its people and unifying its processes—outstanding customer service becomes possible on a consistent basis, from the first greeting to the final meeting. When all touch points are exemplary experiences, a customer has a much greater incentive to return, as well as recommend us to others. No one understands this better than Walt Disney Parks & Resorts.
Learn How To:

• Assess and improve your organization's commitment to quality service
• Differentiate and elevate your service to become a provider of choice
• Design standards for quality service and create a consistent service experience
• Gauge the needs, wants, stereotypes and emotions of your customers at an individual level
• Understand the processes necessary to develop a culture that consistently delivers exceptional service
• Recover effectively from a service failure and turn it into an opportunity to strengthen customer relations