Course description
Disney's Customer Service Excellence + FISH! - An in-house or on-line training workshop in customer service
Learn how Disney achieved the Best in Class for their Customer Service Experience Excellence for almost 40 years and apply the Secrets of the Magic Kingdom's success to your Customer Service operation. When interacting with customers, there are many things that can go wrong. This in-house workshop uses a learn by doing approach to review every "Moment of Truth" where a customer has an opportunity to create an opinion about a company and what employees can do to manage these moments.
Participants will participate in an in-depth analysis of what makes excellent customer service, based on Disney's strategic "Analyse, Fix / Improve, Measure" approach to customer service excellence. Upon completing the workshop, participants will walk away with:
- The 10 Things that Disney would do differently is he ran your organisation
- The 9 Principles of Service Excellence - How does Disney "DO" Customer Service?
- The 6 Keys to the "Magic Kingdom"
Following a personal invitation from Disney to deliver “Creating a Culture of Innovation” Training to their Executive Team in Florida, I was hosted, for 4 days by Disney in the U.S. and was also given a “cultural tour” of Disney’s principles to “see behind the scenes” as to how Disney has achieved the “Best in Class” for Customer Service Excellence for over 40 consecutive years. As a result of our collaboration, Disney afforded us the rights to utilise the Disney “story” etc in our Workshops.
This programme looks at “The 10 Things Disney would do Differently – IF – he ran your Organisation”.
The cost of this workshop is £895.00 + VAT for 12 delegates. The cost includes all trainers expenses, workbooks and CPD Certificates for all delegates.
We also offer this workshop as a CPD accredited, 4 x 90 minute online coaching session via Zoom or Teams from £45.00 + VAT per session
Utilising state of the art software using Smart phone interactions in our online workshops we can guarantee complete delegate participation and motivation.
Upcoming start dates
Suitability - Who should attend?
This training workshop is ideal for teams and organisations wishing to improve their customer service performance using a proven methodology and who have a desire to explore and implement the Customer Service principles of excellence as used by Disney in The Magic Kingdom. Applying Emotional Intelligence to our Customer Service reaps great rewards.
Outcome / Qualification etc.
Upon completion of the workshop, participants will be able to:
- Be inspired and motivated to shift their personal paradigm for Service Excellence
- Consider your Company through the eyes of a Patient or Partner or Customer or Student
- Learn the 3 vital ingredients to create a culture of innovation within your Company
- Explore Disney’s Principles of Service Excellence and Continuous Improvement
- Create the “perfect service” utilising Appreciative Inquiry Planning tools
- Consider the relevance of breaking down silos in order to achieve customer experience excellence through the efficiency of Functional Teamwork
- Complete a Self Audit of their own perceived Service competencies
- Explore Professional Communication Tools to enhance Service levels
- Consider the Service Principles of FISH! – the Award Winning DVD on Service Excellence
This is a CPD Accredited Course and is Certificated as "Customer Service Excellence Experience"
Training Course Content
This training workshop is delivered according to the contexts of each organisation. It will cover the following areas:
- Who are your Customers?
- Who are your Competitors?
- What if…we did things Differently? …and What if…Disney ran your Organisation?!
- Thinking of Change
- Seeing your Company through the eyes of a Customer
- “Moments of Truth” – Jan Carlsson SAS
Group Activity: Patient / Customer Touch-Points – Mapping the Customer Journey - Creating a Culture of Innovation and Service Excellence within your Company
- How DO those guys do it? – Best Practice Principles of Innovation
Apple / Nike / 3M / HP / Disney - Sprinkling the “Magic Kingdom” Dust: Disney’s Service Principles
The 10 things you would do differently if Disney ran your Company - What does Customer Service Excellence Look Like? –
Appreciative Inquiry Group Activity: The Perfect Service Excellence Outcome - Customer Service Excellence requires Functional Team Working
- The 5 Dysfunctions of a Team – Working as a Functional Team for our Customers
- Developing Emotional Intelligence in our Customer Service
- Developing our levels of Compassion and Empathy with Emotional Intelligence
- DeBono’s Thinking Hats – Understanding Challenging Personalities
- Customer Service Excellence
- A Self – Audit of our current Service levels and practices
- Keeping the Customer Satisfied
- Identifying and Understanding Personality Types
- The ABC of Managing difficult Customer Behaviour
- Transactional Analysis
- Neuro–Linguistic Programming: Professional Communication Techniques
- Empathic Listening Techniques
- The 4 Principles of Achieving the Customer Excellence Experience – FISH! DVD
- Choose your Attitude
- Play
- Make their Day
- Be There for them
Top 10 Awards
Top 10 Winner - 2022
We're delighted to announce that Mobile Team Challenge is a winner of our Top 10 Courses 2022 in Top 10 Customer Service Courses.
Each year, we select the top 10 most popular courses on our site in some of the most popular categories to make it easier for our users to find the right course for them - so you can book with confidence
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Course delivery details
4 x Online Modules via Zoom or Teams or 1-day Classroom
Why choose Mobile Team Challenge
MTC have been commissioned by 38 NHS Foundation Trusts in the last 5 years - with 4,000+ NHS Personnel attending our workshops
MTC is the preferred provider for 52 RAF / ARMY/ NAVY and TRI-SERVICE locations across the UK
MTC's Experiential Learning Kits and Concepts deliver Behaviour-Changing Games creating Game-Changing Behaviour
Customer Outreach Award
We believe that it should be easy for you to find and compare training courses.
Our Customer Outreach Award is presented to trusted providers who are excellent at responding to enquiries, making your search quicker, more efficient and easier, too.
Reviews
Average rating 5
I probably ought to be lodging a protest! Since the training course, I have had a steady stream of staff at my door. Each and every participant spontaneously felt that they oug...
Thanks for all your work delivering the training sessions. I have received fantastic feedback and am positive that we will be able to take this forward to achieve the cultural c...
Expenses
The cost of this in-house training workshop will vary depending on the number of participants and various other variables. The likely cost of this workshop for a group of 15 participants is £895 (1-day workshop) or £1,500 (2-day workshop).
There are no additional expenses for our on-line version of this workshop.
4 x facilitated modules via Zoom @ £45.00 + VAT per module, per person.
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Why Mobile Team Challenge?
The MTC approach is a global phenomenon. It is helping thousands of organisations in fourteen countries, on five continents around the world, become more positive, more capable and more effective!World Class experiential kits, concepts, inspirational CPD Accredited, 'face-to-face' and Online...
it was only 3 x 90 minute online, CPD Accredited modules…but we covered SO much! - and we have a CPD Certificate in Customer Service for our Contact Centre Team! The Disney prin...