CUSTOMER SERVICE / EXPERIENCE SERIES
Below are the “chapters” and objective summaries currently available as video segments in the “Disney U” Doug Lipp, Leadership Magic Online Training Customer Service / Experience series.
INTRO | EMBRACE LEADERSHIP & SERVICE MAGIC From Ordinary to Extraordinary
OBJECTIVE: Examine your own experience with the Disney organization and what you can do to become extraordinary.
FROM POT OF SOUP TO BULLION CUBE Simplify the Complex
OBJECTIVE: Identify the guiding principles for your organization and create Crystal Clear Priorities (CCPs)
WALK THE PARK Lessons From the Jungle Cruise
OBJECTIVE: Identify benefits of walking in your employees’ and customers’ shoes.
PLUS THE SHOW Safety, Courtesy, Show, Capacity / Efficiency (SCSC)
OBJECTIVE: Learn how values matter and align them into your organizational culture.
SNOW WHITE NEVER HAS A BAD DAY All Business is Show Business
OBJECTIVE: Identify Good Show and Bad Show in your organization. Determine how to maximize Good Show and minimize Bad Show.
POPCORN EMPOWERMENT Create Service Superheroes
OBJECTIVE: Find ways to empower your employees to deliver solutions with outstanding service.
PARKING LOT PRINCIPLE Create Lasting Impressions
OBJECTIVE: Improve the first and last impressions of your organizations customers.
SWEEPER OLYMPICS Attitude is Everything
OBJECTIVE: From disengaged to engaged, create a team of service superheroes.
EVEN MONKEYS FALL FROM TREES Lead and Learn with Humility
OBJECTIVE: Identify the weaknesses of your Team
WE’RE SOOOO GOOD Break the Mold & Move Beyond Arrogance
OBJECTIVE: Identify how your successes may hinder creativity. Recognize if your organization has a status quo or why change culture.
REMEMBER THE CUSTOMER Recognize, Own & Minimize Problems
OBJECTIVE: Identify disconnects with internal and external customers. Recognize which obstacles you own and can minimize.
DIFFERENTIATE! What do Your Customers Care About?
OBJECTIVE: Identify how you can better connect with customers and employees. Identify how you are capturing hearts and minds of your employees. Determine if words and actions are aligned.
WALK THE PARK Capture Hearts & Minds
OBJECTIVE: Identify how you can transform information gathered by walking the park into improved employee relations and customer service.
THE WORLD IS CHANGING… ARE YOU? Embrace Diversity
OBJECTIVE: Identify how to communicate effectively with various cultures.
ANTICIPATE! Know Your Customer. Know Your Team
OBJECTIVE: Make a plan to anticipate clients and employee’s issues.
WHERE’S MY CAR? Think for Your Customer
OBJECTIVE: Examine how to better manage customer and employee expectations and resolve problems in advance.
WHAT TIME IS THE 3:00 PARADE? There Are NO Stupid Questions.
OBJECTIVE: Examine how to better manage the expectations of your customer’s to “plus the show”.
LISTEN FOR SUCCESS Transform Complaints into Compliments
OBJECTIVE: Understand how to turn a customer complaint into a competitive advantage.
RAPS SERVICE RECOVERY MODEL Emotion Versus Information
OBJECTIVE: Learn to deal with complaints via a step-by-step active listening tool.
DISNEY U WRAP UP Inspiration from Three Disney Legends.