Tutorial Workshop Session Abstracts

摘要

The Walt Disney Company has never lost sight of its founder's edict: “Give the public everything you can give them.” From this simple statement, everyone at Disney strives to exceed customer expectations every day. For more than 80 years this singular pursuit of excellence in delivering consistent quality service has earned the Disney organization a world-renowned reputation and ongoing business success. Uncover some of the secrets behind the Disney service culture and processes. In this session, you will examine the time-tested model for delivering world-class Guest service and discover how attention to detail creates a consistent, successful environment for both employees and customers. You can then use these ideas to transform and improve your own organization's delivery of quality service. You will learn how to: Develop an organizational culture that supports consistent delivery of quality service. Evaluate the Disney approach and tailor it to your business. Design quality service standards and processes to raise the level of customer satisfaction. Create metrics to gauge the needs, perceptions and expectations of your customers. Enable employees, settings and processes to convey your quality service commitment. Implement a strategic plan for monitoring the delivery of seamless customer experiences.