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Building Customer Experience with a little bit of pixie dust (Based on ©DISNEY'S approach to Quality Service)
Duration
2 Days
Course
SSMG-200
Available Formats
Classroom Training, Online Training
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
- 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
- Knowing and understanding the customer
- The compass: understanding your customers
- Compass points:
- Needs
- Wishes
- Stereotypes
- Emotions
- Action steps: 'Guestology'
- © Disney’s quality standards
- Courtesy
- Security
- Efficiency
- Show
- Action steps: Developing quality standards
- 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
- Delivery system for the 'cast' or employees
- Tactic 2 - Provide clear, defined, and measurable guidelines for behavior
- Behavior Sets
- Global Company Purpose
- Quality standards
- 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
- 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
- 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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Self-Paced Training Info
Learn at your own pace with anytime, anywhere training
- Same in-demand topics as instructor-led public and private classes.
- Standalone learning or supplemental reinforcement.
- e-Learning content varies by course and technology.
- View the Self-Paced version of this outline and what is included in the SPVC course.
- Learn more about e-Learning
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Please take a moment to fill out this form. We will get back to you as soon as possible.
All fields marked with an asterisk (*) are mandatory.