Dear Disney Institute Registrant,
We know many of you have concerns about the continued spread of the Coronavirus and how it will impact the Disney Institute next week. We want to assure you that the health and safety of our attendees are of utmost importance to us.
For reasons beyond our control, we are postponing the Disney Institute until June, we are waiting on a definitive date from Disney. All registrations will be converted over to the new date. If you wish to request a refund, please contact our office at 856-415-2216 . We do not take this decision lightly and we firmly believe that it is in the best interest of the safety and well-being of our Disney Institute participants, Disney Institute presenters, and college staff.
The most important thing right now is that everyone takes the necessary precautions to stay healthy!
Identify the Current State
The gradual decline of customer service over the years has created a big opportunity for businesses to provide service that is beyond customer expectations. Even better, make an emotional connection with your customers that can lead to brand loyalty. But first, your service framework must be designed and cultivated. In this course, you'll learn how to think differently and act intentionally—examining the customer experience, identifying service pitfalls and dispelling misconceptions that are all key to establishing quality customer service.
Design a Service Strategy
Service occurs every time a customer interacts with your organization. We call them touch points. Designing a successful service strategy hinges on understanding what you want to do for your customers, what your customers expect and the business impact of these actions. Through class activities and experiences in the field, you'll recognize the critical importance of service standards. And with this knowledge, you can drive the discussion within your organization to create your own strategies for quality service.
Deliver Exceptional Service
Outstanding service is not limited to the employees delivering the service. It's as important to understand how the physical space and the organization's standards and processes affect the entire experience—not to mention how the service is actually perceived by customers. After this course, you'll understand how your people, place and processes intersect—and how they're all essential to the consistent delivery of exemplary service.
Recover from Service Failures
All businesses occasionally encounter customer service failures. While it is always the goal to meet our customers' expectations, at times this may not happen. And the importance of recovering a relationship with a customer after a service failure is absolutely critical at Disney. You'll learn how to actively listen to your customers and what you can do to proactively prevent future failures in customer service.