Disney's Customer Service Excellence + FISH!

Mobile Team Challenge

Course summary

Length: 1-2 days

Price: 875 GBP excl. VAT

Location: Nationwide

Next available date: Enquire for more information - United Kingdom

Rating: Write a review!

Course home page: Link

Provider: Mobile Team Challenge

Course type: Company-Specific / In-House

Request Information

Course description

Disney's Customer Service Excellence + FISH! - An in-house training workshop in customer service

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"

Request Information

Suitability - Who should attend?

This training workshop is ideal for teams and organisations wishing to improve their customer service performance using a proven methodology.

Request Information

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

Request Information

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

Request Information

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 £875 (1-day workshop) or £1,500 (2-day workshop).

Request Information

About provider

Mobile Team Challenge - Unleash the Potential of Your People

Why Mobile Team Challenge?

Mobile Team Challenge (MTC) is a dynamic and portable learning solution that provides accelerated and experiential learning to professionals, teams, corporations and the public sector. Learning programmes from Mobile Team Challenge apply the latest in interactive learning to teach delegates’...