SERVICE RECOVERY SERIES
Below are the “chapters” and objective summaries currently available as video segments in the “Disney U” Doug Lipp, Leadership Magic Online Training Service Recovery 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. Note: This chapter is automatically included as the opening video in the series.
GREAT MOMENTS WITH MR. LINCOLN From Good Enough to The Best Is Never the Best
OBJECTIVE: Explore how to get your “best” instead of tolerating “good enough.”
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.
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.
WHEN IS A TRAIN NOT A TRAIN? Are We Looking at The Same Thing?
OBJECTIVE: Determine how effectively your team incorporates diverse viewpoints, cultures, or perspectives.
HOW CLEAN IS CLEAN? Intercultural Communication
OBJECTIVE: Assess how to bridge cultural gaps using improved communication techniques.
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 Note: This chapter is automatically included as the closing video in the series.