Tag: Customer

Disney Institute Customer Service, work

disney jeff noel insight
Photo: ‘Business Need’ should be on a third line, not the second. This was me editing my first post-Disney Keynote speech slide show. Retired from Disney in 2014. Then went out on my own. Already had my Disney speaking and advising business since 2009. But never had revenue until after retiring.

Disney Institute class…

Disney’s Approach to Customer Service.

Thesis statement…

Exceed expectations, pay attention to details.

Next is the Disney Compass:

Needs, Wants, Stereotypes, and Emotions.

Next is our Common Purpose:

We create happiness by providing the finest in entertainment for people of all ages everywhere.

Next are our Quality Standards:

Safety, Courtesy, Show, Efficiency.

Bonus: There’s also our Integration Matrix that meshes our Quality Standards with our three Delivery Systems. Our delivery systems used to be called Cast, Setting, Process. Guests got confused so i renamed them: People, Place, Process. It’s still used today.

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This website is about our WORK. To ponder today’s post about our HOME, click here.

Enthusiasm University

three cast members posing at Disney University
Alonzo initiated this photo opportunity. Just met him today. Have known Amy (left) from about a year of Disney University visits.

The most contagious thing in the world is enthusiasm.

The second most contagious thing in the world is lack of enthusiasm.

Ps. Do something great. How can you not?

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This website is about our WORK. To ponder today’s post about our HOME, click here.

72-hour challenge

What is one new extra inch you can start doing within the next 3 days?

Or,

What is one current extra inch you already do that you can start doing more often within the next 3 days?

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This website is about our WORK. To ponder today’s post about our HOME, click here.

Consistency

Consistency is the hallmark of quality service.

No one knows how it works.

And if you don’t know how it works you can’t scale it and do it all day every day.

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This website is about our WORK. To ponder today’s post about our HOME, click here.

Google Customer Service

dark image with the word Google

Google Customer Service.

Search Amazon Books category for Customer Service.

What are they all trying to say?

They can’t all be saying something different.

They’re all saying three universal truths.

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This website is about our WORK. To ponder today’s post about our HOME, click here.