Customer Service- The Disney Way
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Transcript Customer Service- The Disney Way
Customer Service – The
Disney Way
Disney has a lot to teach us about making people feel
special. In this presentation we will learn a few of their
strategies for creating raving fans!
Customer service is a helping
profession.
At Disney, we’re helping
people – and that’s a noble
calling.
Why Disney?
THE modern model of customer
service
Largest single site employer in the world
Lowest employee turnover rate of any
major company in hospitality industry
Intriguing, interesting, fun
“You can design and create, and
build the most wonderful place in
the world. But it takes people to
make the dream a reality."
-Walt Disney
A Little Disney History…
Disney Traditions:
Employee (Cast Member)training begins with
a course called “Traditions” which educates
the Cast Members about the company’s
history and its legacy of superlative Guest
service.
More Disney Traditions…
Hire for attitude
Commoners are kings and kings
are commoners
No air conditioning in Disneyland corporate
offices
Company leaders act like Guests
Control environment/control situation
Network of arteries below ground (office
deliveries, Cast parking lot, garbage removal)
Other Disney Traditions:
Special Event Principles
Food & drink
Overlapping schedule of events
Music
Activities for children
Something free to take home
(Ex: free Mickey ears; free photos)
Disney’s Success Secrets
Disney’s success can be summed up as
follows:
1. Legendary attention to detail
2. Exceed people’s expectations
3. Theme, theme, theme
4. Be guest-centered
Disney’s Success Secrets
1. Legendary attention to detail
Trash receptacles & Disney
Dip
Guests with special needs
(food allergies)
Disney’s Success Secrets
2. Exceed people’s expectations
Housekeeper
Tooth
Pacifier
Cell phone charger
Magic Moments
Take 5’s
Magical Moments & Take 5’s
Magical Moments
Take 5’s
Family of the day
Replaced spilled ice
cream
Animal Kingdomassistant
conductors
Children dance in
parade
Letter from
Mickey
Autograph
requests
Disney’s Success Secrets
3. Theme, Theme, Theme
Guests (w/Capital G)
Cast Members (w/Capital C & Capital M)
Onstage/Backstage
Textile Services
Disney’s Success Secrets
4. Be guest-centered
Based on Guestology -the study of what guests
like and don’t like and want and don’t want.
Guests greatest desires:
Make me feel special
Treat me as an individual
Respect me and my children
Be knowledgeable
7 Guest Service Guidelines
Be Happy…make eye contact and
smile!
Be like Sneezy…greet and welcome
each and every guest. Spread the
spirit of Hospitality…It’s contagious!
Don’t be Bashful…seek out Guest
contact!
7 Guest Service Guidelines
(Cont’d)
Be like Doc…provide immediate Service
recovery!
Don’t be Grumpy…always display
appropriate body language at all times!
Be like Sleepy…create DREAMS and
preserve the “MAGICAL” Guest
experience!
Don’t be Dopey…thank each and every
Guest!
A quality guest experience
+
A quality cast experience
+
Quality business practices
=
The future
What If these were UIS’ Success
Secrets?
(How Would UIS Look/Be Different?)
1. Legendary attention to detail
2. Exceed people’s expectations
3. Theme, theme, theme
4. Be guest-centered
Brand: Disney & UIS
A brand is a promise an organization makes & keeps to its constituents. It is
a reputation, determined by an organization's important audiences, not the
other way around. A brand is always true & important, &, if you're lucky,
distinctive.
Disney
• Legendary attention to
detail
• Exceed people’s
expectations
• Theme, theme, theme
• Be guest-centered
UIS
• Teaching-focused Academic
Experience
• An Abundance of
Opportunities to Collaborate
• A Right-sized, supportive
community
• A Tradition of Educating
Public Servants and Leaders
Best of luck as you create
greater service in your own
area. And here's to making
the magic in your own
departments!
References
• Creating Magic by Lee Cockerell
Doubleday Publishing, 2008.
• “Customer Service: Disney Style”,
PowerPoint presentation by Mike
Jones, Instructional Communications
Systems, Madison, WI