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Building Customer Experience with a little bit of pixie dust (Based on ©DISNEY'S approach to Quality Service)

Price
400 USD
2 Days
SSMG-200
Classroom Training, Online Training
Other

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Course Description

Overview


After completing the Building Customer Experience with a little bit of pixie dust course students will be able to start building their own CS process through the needs, desires, stereotypes and emotions of their customers to provide the best customer experience based on case studies, the point of view of the cast, quality standards and delivery systems.


 

Objectives

Upon completion of the Building Customer Experience with a little bit of pixie dust course, students will be able to:
  • Adapt time-tested Disney business insights to assess and improve your organization.
  • Determine how you can differentiate your service to become a provider of choice.
  • Design quality service standards to create a consistent service experience.
  • Use tools to 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 relationships.

Audience

  • Individuals or companies who want to change their Quality Service processes to improve and exceed the experience of their customers

Prerequisites

    • Frustration tolerance, desire to redesign existing processes, introspection, awareness that there are millions of areas of opportunity to improve, excellent disposition and openness!

Topics

  • First part
    • How does © Disney define success?
    • Quality experience from the 'cast' standpoint
    • Quality experience from the 'guest' standpoint
    • Business practices
    • Introduction to the quality service model
  • Second part
    • Knowing and understanding the customer
    • The compass: understanding your customers
    • Compass points:
      • Needs
      • Wishes
      • Stereotypes
      • Emotions
  • Third part
    • Action steps: 'Guestology'
    • © Disney’s quality standards
      • Courtesy
      • Security
      • Efficiency
      • Show
    • Action steps: Developing quality standards
  • Fourth part
    • Introduction to the delivery systems
      • Cast/Employees
      • Environment/Stage
      • Process
    • Delivery system for the 'cast' or employees
      • Tactic 1 - Establish a common purpose
    • Creating a common purpose statement
  • Fifth part
    • Delivery system for the 'cast' or employees
      • Tactic 2 - Provide clear, defined, and measurable guidelines for behavior
    • Behavior Sets
    • Global Company Purpose
    • Quality standards
  • Sixth part
    • Delivery system for the 'cast' or employees
      • Tactic 3 - Think global, act local
    • Unique behaviors in the organization
    • Behaviors that support the common purpose for customers
    • Staff actions to improve the customer experience
    • Tools or mechanisms that must be in place to help staff deliver good customer service
  • Seventh part
    • Establishing Delivery Systems
      • Tactic 1 - Sending the right message
      • Tactic 2 - Guiding the customer experience
      • Tactic 3 - Using sensory details
      • Tactic 4 - Separating 'stage' from 'backstage
  • Eighth part
    • System delivery process
      • Tactic 1 - Aligning the process with the 'guestology' phase
      • Tactic 2 - Ensuring that the process supports and facilitates employees, customers, and financial results
      • Tactic 3 - Encouraging appropriate flexibility among your employees
      • Tactic 4 - Continuously implementing the process
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