1. Customer Service – The Disney Way
Disney has a lot to teach us about making people feel special.  In this presentation we will learn a few of their strategies for creating raving fans!

2. Customer service is a helping profession.
At Disney, we’re helping people – and that’s a noble calling.

3. Why Disney? THE modern model of customer service
Largest single site employer in the world
Lowest employee turnover rate of any major company in hospitality industry
Intriguing, interesting, fun

4. “You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality."
-Walt Disney

5. A Little Disney History…

6. Disney Traditions:
Employee (Cast Member)training begins with a course called “Traditions” which educates the Cast Members about the company’s history and its legacy of superlative Guest service.

7. More Disney Traditions…
Hire for attitude
Commoners are kings and kings
are commoners
No air conditioning in Disneyland corporate offices
Company leaders act like Guests
Control environment/control situation
Network of arteries below ground (office deliveries, Cast parking lot, garbage removal)

8. Other Disney Traditions: Special Event Principles
Food & drink
Overlapping schedule of events
Music
Activities for children
Something free to take home
(Ex: free Mickey ears; free photos)

9. Disney’s Success Secrets
Disney’s success can be summed up as follows: 1. Legendary attention to detail 2. Exceed people’s expectations 3. Theme, theme, theme 4. Be guest-centered

10. Disney’s Success Secrets
Legendary attention to detail
Trash receptacles & Disney Dip
Guests with special needs
(food allergies)

11. Disney’s Success Secrets
2. Exceed people’s expectations
Housekeeper
Tooth
Pacifier
Cell phone charger
Magic Moments
Take 5’s

12. Magical Moments & Take 5’s
Family of the day
Animal Kingdom-assistant conductors
Children dance in parade
Take 5’s
Replaced spilled ice cream
Letter from Mickey
Autograph requests

13. Disney’s Success Secrets
3. Theme, Theme, Theme
Guests (w/Capital G)
Cast Members (w/Capital C & Capital M)
Onstage/Backstage
Textile Services

14. Disney’s Success Secrets
4. Be guest-centered
Based on Guestology -the study of what guests like and don’t like and want and don’t want.
Guests greatest desires:
Make me feel special
Treat me as an individual
Respect me and my children
Be knowledgeable

15. 7 Guest Service Guidelines
Be Happy…make eye contact and smile!
Be like Sneezy…greet and welcome each and every guest. Spread the spirit of Hospitality…It’s contagious!
Don’t be Bashful…seek out Guest contact!

16. 7 Guest Service Guidelines (Cont’d)
Be like Doc…provide immediate Service recovery!
Don’t be Grumpy…always display appropriate body language at all times!
Be like Sleepy…create DREAMS and preserve the “MAGICAL” Guest experience!
Don’t be Dopey…thank each and every Guest!

17. A quality guest experience + A quality cast experience Quality business practices = The future

18. What If these were UIS’ Success Secrets
What If these were UIS’ Success Secrets? (How Would UIS Look/Be Different?)
1. Legendary attention to detail 2. Exceed people’s expectations 3. Theme, theme, theme 4. Be guest-centered

19. Brand: Disney & UIS Disney UIS Legendary attention to detail
A brand is a promise an organization makes & keeps to its constituents. It is a reputation, determined by an organization's important audiences, not the other way around. A brand is always true & important, &, if you're lucky, distinctive.
Disney
UIS
Legendary attention to detail
Exceed people’s expectations
Theme, theme, theme
Be guest-centered
Teaching-focused Academic Experience
An Abundance of Opportunities to Collaborate
A Right-sized, supportive community
A Tradition of Educating Public Servants and Leaders

20. Best of luck as you create greater service in your own area
Best of luck as you create greater service in your own area. And here's to making the magic in your own departments!

21. References Creating Magic by Lee Cockerell Doubleday Publishing, 2008.
“Customer Service: Disney Style”, PowerPoint presentation by Mike Jones, Instructional Communications Systems, Madison, WI