Corporate College, a division of Cuyahoga Community College, will host Disney’s Approach to Quality Service. The workshop will take place at Corporate College in Warrensville Heights on Tuesday, October 21, 2014, from 8 a.m. to 4:30 p.m. Cost is $425 per person and includes parking, breakfast and lunch.
As one of the most recognized names in professional development, Disney Institute provides professionals from the private, public and social sectors worldwide an opportunity to experience courses grounded in the time-tested success and insights from The Walt Disney Company.
Disney’s Approach to Quality Service workshop focuses on the long-standing reputation Disney has for incredible service and friendly employees. This culture is not just magic, it is a sound service philosophy consistently applied in business. No matter your industry or organization, Disney believes that exceptional service is achievable because you control the factors.
At Disney, everyone strives to exceed customer expectations every day because their processes are designed to meet this goal. For more than 80 years, this pursuit of excellence has earned Disney a world-renowned reputation for quality service that you can now begin to adapt for the unique needs of your organization.
Disney insights and illustrations are beneficial to any leader or employee interested in learning how to improve the customer experience and raise the standards of quality service in their organization.
Uncover some of the insights behind the Disney service culture and processes. In this workshop, you will examine the time-tested approaches for delivering world-class guest service and discover how attention to detail creates a consistent, successful environment for both employees and customers. You will be introduced to insights and illustrations that can help you transform and improve your organization’s delivery of quality service. The four main workshop session are noted below.
The Service Story
The gradual decline of customer service over recent years has created an exciting opportunity to provide service that is beyond customer expectations. Creating an emotional connection to customers can translate into financial results, but to create this connection your guest service standards must be cultivated. In this course you will learn how intentional actions play an important role in establishing customer service excellence through understanding the customer experience, breaking widely held stereotypes and identifying service pitfalls.
Designing Exceptional Service
Service happens every time a customer is touched by your organization. Designing a successful service strategy hinges on understanding what you want to do for your customers, what your customers expect and the business impact of these actions. You will learn the principles that develop common purpose, a deep understanding of your customers’ expectations and understanding their economic impact. Through activities and experiences, you will uncover the quality standards you need to drive discussion within your organization to design a strategy for service excellence.
Delivering Exceptional Service
Exceptional service is not just about the employees delivering the service. It is important to understand how aligning your employees, your physical place and your company processes make the difference in how service is received by your customers. You will develop an understanding of the intersection of people, place and process and how these aspects contribute to the consistent delivery of exceptional service.
Recovering Service
All businesses encounter service failures. While it is always the goal to meet our customers’ expectations, at times this may not happen. Recognizing the importance of mending the relationship with the customer by recovering after a service failure is a critical process at Disney. You will discover how to really listen to guests and what proactive steps we take to prevent future service failures.
For more information or to register, visit www.corporatecollege.com/disney or call (216) 987-0233.
