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| the disney way customer service training: The Disney Way Bill Capodagli, Lynn Jackson, 1999-01-21 I dream, I test my dreams against my beliefs, I dare to take risks, and I execute my vision to make those dreams come true. -Walt Disney. Walt Disney's dreams, beliefs, and daring gave birth to captivating characters, thrilling theme park attractions, and breathtaking tales that have inspired the imaginations of generations of children and adults. Disney also launched an entertainment and marketing empire whose influence is felt around the world, and whose success provides a model of business excellence that can guide any company. Each principle is then examined in detail by illustrating the principle at work at Disney as well as at other successful companies. Capodagli and Jackson have spent their careers studying Disney and teaching this unique management method to others. As consultants to companies ranging from Illinois Power to Bristol-Myers Squibb and Whirlpool, they have used the Disney principles again and again, and have seen them yield startling performance improvements. They have distilled this wisdom in THE DISNEY WAY. In this book, you'll learn how to: Give every member of your organization the chance to dream, and tap into the creativity those dreams embody; Treat your customers like guests; Build long-term relationships with key suppliers and partners; Dare to take calculated risks in order to bring innovative ideas to fruition; Align long-term vision with short-term execution. And more. No fairy dust. No magic wands. No wishing on a star. Just sound, effective management principles that stem from Walt Disney's values, vision, and philosophy. Lists of questions to ask and actions to take, along with real-life examples, will help you adapt the Disney Way to suit your company's needs. From the hiring and training of employees to the realization of a creative concept to exceptional customer service, every aspect of the Walt Disney Company is linked to Walt Disney's vision. |
| the disney way customer service training: Be Our Guest Disney Institute, 2003-06 Foreword by Michael D. Eisner. All organisations drive towards the same goal - how best to serve their customers. Walt Disney World has always enjoyed a reputation as a company that set the benchmark for outstanding business practices. Now, for the first time, one critical element of the method behind the magic is revealed: that of quality service. Here, their proven principles and processes are fully outlined, to help your organisation focus its vision and assemble its infrastructure to deliver exceptional customer service. |
| the disney way customer service training: Unleashing Excellence Dennis Snow, Teri Yanovitch, 2009-11-16 A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine leadership actions that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key. |
| the disney way customer service training: Disney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees DIGITAL AUDIO Doug Lipp, 2013-03-29 Leadership lessons from the iconic brand you can use to drive Disney-style success In helping Walt Disney create “The Happiest Place on Earth,” Van France and his team started a business revolution in 1955 that eventually became the Disney University—the employee training and development program that powers one of the most famous brands on earth. Disney U examines how Van France's timeless company values and leadership expertise have turned into a training and development dynasty: the Disney U. The book reveals the heart of the Disney Culture and describes the company's values and operational philosophies that support the world-famous Disney brand. Doug Lipp is an internationally acclaimed expert on customer service, leadership, change management and global competitiveness, specializing in the lessons he learned at the Disney U. |
| the disney way customer service training: The Experience Bruce Loeffler, Brian Church, 2015-03-23 Bring Disney-level customer experience to your organizationwith insider guidance The Experience is a unique guide to mastering the art ofcustomer service and service relationships, based on the principlesemployed at the renowned leader in customer experience— the Walt Disney Company. Co-Author Bruce Loefflerspent ten years at Disney World overseeing service excellence, andhas partnered with Brian T. Church in this book, to show you how tobring that same level of care and value to your own organization.Based on the I. C.A.R.E. model, the five principles —Impression, Connection, Attitude, Response, and Exceptionals— give you a solid framework upon which to raise the level ofyour customer experience. You will learn how to identify yourcustomer service issues and what level of Experience you arecurrently offering. You can then determine exactly what thecustomer experience should be for your company, and the changesrequired to make it happen. The Walt Disney Company is the most recognized name in the worldfor customer service. The Disney Experience draws customers fromall around the world,. This book describes what it takes to achievethat level of Experience, and how any organization can do it withthe right strategy and attention to detail. When the Experience isenhanced, the opportunity arises to convert customers toambassadors who will share their Experience with others. Find the experience and what it means to theOrganization Learn the five levels of experience, and why most companiesfail at it Identify service problems that face every company in themarketplace Utilize the Experience Quotient and apply the I. C.A.R.E.principles Learn how to convert customers to ambassadors who share theirstory with others Customers are the lifeblood of business. A great product offeringisn't enough in today's marketplace, where everyone's looking foran experience.” Imagine the kind of value a Disney-levelcustomer experience could bring to your organization. TheExperience is a guide to getting there, from an insider'sperspective. |
| the disney way customer service training: Creating Magic Lee Cockerell, 2008-10-14 “It’s not the magic that makes it work; it’s the way we work that makes it magic.” The secret for creating “magic” in our careers, our organizations, and our lives is simple: outstanding leadership—the kind that inspires employees, delights customers, and achieves extraordinary business results. No one knows more about this kind of leadership than Lee Cockerell, the man who ran Walt Disney World® Resort operations for over a decade. And in Creating Magic, he shares the leadership principles that not only guided his own journey from a poor farm boy in Oklahoma to the head of operations for a multibillion dollar enterprise, but that also soon came to form the cultural bedrock of the world’s number one vacation destination. But as Lee demonstrates, great leadership isn’t about mastering impossibly complex management theories. We can all become outstanding leaders by following the ten practical, common sense strategies outlined in this remarkable book. As straightforward as they are profound, these leadership lessons include: Everyone is important. Make your people your brand. Burn the free fuel: appreciation, recognition, and encouragement. Give people a purpose, not just a job. Combining surprising business wisdom with insightful and entertaining stories from Lee’s four decades on the front lines of some of the world’s best-run companies, Creating Magic shows all of us – from small business owners to managers at every level – how to become better leaders by infusing quality, character, courage, enthusiasm, and integrity into our workplace and into our lives. |
| the disney way customer service training: Lessons from the Mouse Dennis Snow, 2010-08 Outlines ten practical principles for increasing the effectiveness of any business organization, based on the author's years at Disney World. |
| the disney way customer service training: Customer Service Training 101 Renee Evenson, 2011 Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include How Do I Measure Up? self-assessments, and Doing It Right examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more. |
| the disney way customer service training: Exceptional Service, Exceptional Profit Leonardo Inghilleri, Micah Solomon, 2010-04-14 What if you could protect your business against competitive inroads, once and for all? Customer service experts Leonardo Inghilleri and Micah Solomon's anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's company Oasis, and has since proven itself in countless companies around the globe--from luxury giant BVLGARI to value-sensitive auto parts leader Carquest and everywhere in between. Their experience shows that the most powerful growth engine in a tight market--and best protection from competitive inroads--is to put everything you can into cultivating true customer loyalty. Exceptional Service, Exceptional Profit takes the techniques that minted money for these brands and reveals how you can apply them to your own business to provide the kind of exceptional service that nearly guarantees loyalty. Soon, you'll be reaping the benefits of loyal customers who are: less sensitive to price competition, more forgiving of small glitches, and, ultimately, who are walking billboards happily promoting your brand. Filled with detailed, behind-the-scenes examples, Exceptional Service, Exceptional Profit unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before. |
| the disney way customer service training: The Disney Way: Harnessing the Management Secrets of Disney in Your Company, Third Edition Bill Capodagli, Lynn Jackson, 2016-04-22 “Dream, Believe, Dare, Do . . .” Though four simple words, this carefully crafted credo lies at the heart of Walt Disney’s enviable empire and has led The Walt Disney Company to prosperity for decades. As foremost experts on Disney, authors Bill Capodagli and Lynn Jackson return with an updated and expanded third edition of The Disney Way to show how organizations can incorporate this four-pillared credo to support any business, drive any team, and guide any leader to create immeasurable success. Profiling a new set of diverse organizations—such as TYRA Beauty, Rainbow Babies & Children’s Hospital, Ottawa County, Michigan, and Science Center of Iowa—the authors show how companies of any size, whether an entrepreneurial startup or a Fortune 500, can reach their utmost potential by embracing Walt Disney’s techniques to create a consumer-centric culture. They provide step-by-step actions on how to: • Give every member of your organization a chance to dream • Stand firm on your beliefs and principles • Treat your customers like guests • Support, enable, and reward employees • Build long-term relationships • Dare to take calculated risks • Train extensively and constantly • Align long-term vision with short-term execution • Utilize storyboarding techniques • Pay close attention to details • Demonstrate “love” for product, employees, customers, and self Find out why Walt Disney’s Dream, Believe, Dare, Do principles continue to redefine the nature of business and revolutionize the art of management, while learning how to implement them in your own organization. |
| the disney way customer service training: One Minute Service Bruce Loeffler, 2009-09-01 Offers ideas for creating a customer service culture that provides value, consistent quality, and excellence, using Walt Disney as a model to explain the suggestions. |
| the disney way customer service training: Innovate the Pixar Way: Business Lessons from the World’s Most Creative Corporate Playground Bill Capodagli, Lynn Jackson, 2009-12-18 “Details how this playful organization provides a working environment that encourages imagination, inventiveness, and joyful collaboration. If you dream of creating a more positive climate in your company, this book might just make your dreams come true.” Ken Blanchard, coauthor of The One Minute Manager® and Helping People Win at Work Unleash Pixar-style creativity in any organization! Authors of the business classic The Disney Way, Bill Capodagli and Lynn Jackson take a behind-the-scenes look at the company built upon the “magic” of Disney. Readers of this concise and accessible book will learn how to apply Pixar’s secrets of success, which include the company’s ability to turn visions into clear directives and its remarkable focus on detail, which translates into products of the utmost quality. Other lessons include how to hire creative people and always challenging the status quo. |
| the disney way customer service training: The Customer Rules Lee Cockerell, 2013-03-05 The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to do business with anyone but you. For example: Rule #1: Customer Service Is Not a Department Rule #3: Great Service Follows the Laws of Gravity Rule #5: Ask Yourself What Would Mom Do? Rule #19: Be a Copycat Rule #25. Treat Every Customer like a Regular Rule #39: Don’t Try Too Hard As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to front line staff who deal directly with clients and customers Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere. |
| the disney way customer service training: The Fred Factor Mark Sanborn, 2004-04-20 NEW YORK TIMES BESTSELLER • The true story of an ordinary mail carrier whose approach to work and life has the power to transform the everyday into the extraordinary—now in an updated twentieth-anniversary edition “This beloved business classic has inspired millions of people over the years, and today Mark Sanborn’s transformative insights are more timely and necessary than ever.”—Jon Gordon, author of The Energy Bus and co-author of The Coffee Bean Meet Fred. In this timeless and powerful book, Mark Sanborn, member of the Speaker Hall of Fame, recounts the true story of Fred, an ordinary USPS carrier who introduced himself one day shortly after Sanborn had moved to a new home in Denver. Fred, however, was no average mailman. As Sanborn came to discover, Fred was the kind of worker who exemplifies everything “right” with customer service. Did people want packages left on the porch or prefer a notice to pick them up at the post office? Fred made sure he knew the answer. When another delivery service left a package at the wrong house, Fred shepherded it safely to the intended recipient. Others might have seen delivering mail as routine work, but Fred seized the chance to find meaning in the mundane, competing with himself every day to find opportunities to make his customers smile. We’ve all encountered people like Fred. In this deeply inspiring book, Sanborn illuminates the four basic principles anyone can use to bring fresh energy and creativity to our work and life: how to make a tangible difference every day, build stronger relationships, create real value for others without spending a penny, and constantly reinvent yourself. In this updated edition, Sanborn speaks to the seismic changes that have transformed the world of work in recent years—with employees increasingly hungry for purpose in their jobs—and outlines the book’s fresh applications. By following his principles, you, too, can find more excitement, fulfillment, and success in your career—and in your life. |
| the disney way customer service training: If Disney Ran Your Hospital Fred Lee, 2004 Using examples from his work with Disney and as a senior-level hospital executive, author Fred Lee challenges the assumptions that have defined customer service in healthcare. In this unique book, he focuses on the similarities between Disney and hospitals - both provide an experience, not just a service. It shows how hospitals can emulate the strategies that earn Disney the trust and loyalty of their guests and employees. The book explains why standard service excellence initiatives in healthcare have not led to high patient satisfaction and loyalty, and it provides 9 1/2 principles that will help hospitals gain the competitive advantage that comes from being seen as the best by their own employees, consumers, and community. |
| the disney way customer service training: Entrepreneurship the Disney Way Michael Goldsby, Rob Mathews, 2018-11-01 This book focuses on the business story of Walt Disney and the company he built. Combining a unique blend of entrepreneurship, creativity, innovation, and a relentless drive to bring out the best in his teams, Walt Disney created one of the most successful ventures in business history. Outlining the specific processes of the company, Goldsby and Mathews provide the reader with the tools they need to embrace their own entrepreneurial leadership style, to lead effectively, to be more innovative, and to build a successful organization. Through the lens of Disney, the reader learns the fundamentals of entrepreneurship, innovation, and leadership. Beginning with a general introduction to the concepts relevant to the entrepreneurial organization today, the book examines how Disney built his empire and how the company remains an industry leader. The book also provides the opportunity to take the Entrepreneurial Leadership Instrument, which measures one’s style in leading entrepreneurial ventures. The book is divided into two parts: • Part I provides an overview of Disney’s entrepreneurial journey, including the topics of vision, risk-taking, financing, and human resource management; • Part II examines the company’s transition from a family business into a global operation, including topics such as succession planning and strategy. Part II also explores Disney Parks and Resorts, the part of the company that interacts directly with customers, including topics such as culture, employee engagement, customer service, and customer experience. Entrepreneurship the Disney Way brings entrepreneurship, innovation, and leadership to life through the compelling story of one of the most recognizable businessmen and companies of our time. The authors’ interviews with high-level executives provides the reader with a rare inside look into the way his company functions. Disney fans, executives, and students of entrepreneurship, innovation, and leadership will find it a delightful and informing read. |
| the disney way customer service training: Service Is a Superpower Louie Gravance, 2020-04-07 Louie Gravance is often referred to as the guy that can make the Disney service concepts actually work outside of Disney. For over twenty-five years at the Walt Disney Company, Louie enjoyed a distinguished career with Disney theme parks, designing everything from live-entertainment experiences to customer service training programs through the Disney Institute in Orlando, Florida. At only twelve years old, he began working in California as a stage, film, and television actor and would go on to appear in movies, sitcoms, and over thirty-five national television commercials. In 1987, Gravance was offered a summer job with one of the entertainment industry's most successful providers of magical customer experiences, Disney theme parks, beginning as a comic at Disneyland in Anaheim, California and soon thereafter embarking on a nearly three-decade adventure at the Walt Disney World Resort in Orlando, Florida. Following his hugely effective tenure in Orlando, Gravance left Disney to pursue other opportunities and soon amassed even more success working as a consultant, customer service speaker, and corporate culture guru. Louie has designed multimillion-dollar service campaigns for companies such as Bank of America, ING Financial, Choice Hotels, Nikon, and The American Council of Independent Laboratories. Gravance is the recipient of the Disney Partners in Excellence Award and the Spirit of Disney Award and has been recognized internationally as a leading keynote speaker on the topic of customer service and employee engagement. |
| the disney way customer service training: Inside the Magic Kingdom Thomas K. Connellan, 1997 Now an insider takes you inside the incredible Disney service culture and presents simple, powerful concepts in a fun, memorable way. |
| the disney way customer service training: Elevating Customer Service in Higher Education Heath Boice-Pardee, Dr. Emily Richardson, Eileen Soisson, 2018-06-04 Elevating Customer Service in Higher Education provides an in-depth guide by three practitioners with decades of combined experience in the higher education and hospitality sectors. Our authors are deeply embedded in customer service initiatives and have certified hundreds of higher-ed professionals at Academic Impressions' customer service trainings and on-campus workshops. In this guide, our authors will walk you through: Core service competencies Strategies for supporting frontline staff in enhancing customer service Examples of customer service scripts for dialogue, phone, voicemail, and email Detailed guidelines for creating physical environments on campus that facilitate better service Worksheets and tools for auditing policies and practices that impact customer service Tips for cultivating faculty and staff buy-in Examples of exemplary customer service initiatives at other colleges and universities REVIEWS Elevating Customer Service should be read by every administrator who cares about retention and service excellence. - Neal Raisman, N. Raisman & Associates In today's competitive market in higher education, a partnership between academics and customer service is key to attracting and retaining students. This handbook shows practitioners how to enhance service excellence while maintaining academic integrity. - Bill Destler, President Emeritus, Rochester Institute of Technology How refreshing and encouraging it is to read a book about customer service on today's college campuses. The reality is higher education today is rapidly changing and models of leading a university are significantly altered in todays environment. Customer service can no longer be viewed as a negative concept on our campuses. Rather, such service is mandated today in whatever form one wishes to call it. Students, parents, employers, and college employees are demanding it. Implementing such measures that change a campus's culture may mean the difference between those colleges that survive and those that do not. The foundations of quality service discussed in this book should be mandatory reading for all college administrators. - David DeCenzo, President, Coastal Carolina University This insightful book provides a step-by-step guide to assess, evaluate, and implement strategies to improve the effectiveness of any department or division within the academy. The authors provide valuable information and a workable template to enhance the student experience on campus and ultimately improve retention, and recruitment efforts in an era in which colleges and universities are fiercely competing to attract and retain students. - Jim Pillar, Associate Vice President of Housing, Monmouth University This really made me think about our office environment and how we can work toward improving not only the student experience but the front-line staff experience as well. It truly is a practical guide with relevant activities and things to consider. - Kerri Wilson, Director of Off-Campus Living and Community Partnerships, Rutgers University-New Brunswick |
| the disney way customer service training: The Disney Way: Harnessing the Management Secrets of Disney in Your Company Bill Capodagli, Lynn Jackson, 1999 The authors introduce four principles--Dream, Believe, Dare, and Do--and reveal how these ideas drive the ten principles that are at the heart of every Disney strategy.--Jacket. |
| the disney way customer service training: The Imagineering Way , 2003-06-30 Disney's Imagineers - world-renowned for their incomparable creativity and their ability to turn fanciful ideas into reality - reveal the secrets to creating a working environment that fosters explosive creativity. Unrestrained by traditional thought processes and expectations of failure, the Imagineers are constantly thinking outside the box to create new, exciting solutions to age-old problems. Now, with concrete examples to help readers adapt their newfound ingenuity to their home or working life, this easy-to-follow guide will bring confidence and inspiration to all. |
| the disney way customer service training: Choice Hacking Jennifer L. Clinehens, 2020-06-16 What if you could use Nobel prize-winning science to predict the choices your customers will make? Customer and user behaviors can seem irrational. Shaped by mental shortcuts and psychological biases, their actions often appear random on the surface. In Choice Hacking, we'll learn to predict these irrational behaviors and apply the science of decision-making to create unforgettable customer experiences. Discover a framework for designing experiences that doesn't just show you what principles to apply, but introduces a new way of thinking about customer behavior. You'll finish Choice Hacking feeling confident and ready to transform your experience with science. In Choice Hacking, you'll discover: - How to make sure your customer experience is designed for what people do (not what they say they'll do) - How to increase the odds that customers will make the right choice in any environment - How to design user experiences that drive action and engagement - How to create retail experiences that persuade and drive brand love - How brands like Uber, Netflix, Disney, and Starbucks apply these principles in their customer and user experiences Additional resources included with the book: - Access to free video Companion Course - Access to exclusive free resources, tools, examples, and use cases online Who will benefit from reading Choice Hacking? This book was written for anyone who wants to better understand customer and user decision-making. Whether you're a consultant, strategist, digital marketer, small business owner, writer, user experience designer, student, manager, or organizational leader, you will find immediate value in Choice Hacking. About the Author Jennifer Clinehens is currently Head of Experience at a major global experience agency. She holds a Master's degree in Brand Management as well as an MBA from Emory University's Goizueta School. Ms. Clinehens has client-side and consulting experience working for brands like AT&T, McDonald's, and Adidas, and she's helped shape customer experiences across the globe. A recognized authority in marketing and customer experience, she is also the author of CX That Sings: An Introduction To Customer Journey Mapping. To learn more about this book or contact the author, please visit ChoiceHacking.com |
| the disney way customer service training: Working on a Song Anaïs Mitchell, 2020-10-06 Working On A Song is one of the best books about lyric writing for the theater I've read.—Lin-Manuel Miranda Anaïs Mitchell named to TIME's List of the 100 Most Influential People in the World of 2020 An illuminating book of lyrics and stories from Hadestown—the winner of eight Tony Awards, including Best Musical—from its author, songwriter Anaïs Mitchell with a foreword by Steve Earle On Broadway, this fresh take on the Greek myth of Orpheus and Eurydice has become a modern classic. Heralded as “The best new musical of the season,” by The Wall Street Journal, and “Sumptuous. Gorgeous. As good as it gets,” by The New York Times, the show was a breakout hit, with its poignant social commentary, and spellbinding music and lyrics. In this book, Anaïs Mitchell takes readers inside her more than decade’s-long process of building the musical from the ground up—detailing her inspiration, breaking down the lyrics, and opening up the process of creation that gave birth to Hadestown. Fans and newcomers alike will love this deeply thoughtful, revealing look at how the songs from “the underground” evolved, and became the songs we sing again and again. |
| the disney way customer service training: The World of Customer Service Pattie Odgers, 2004 With global markets more crowded than ever, it is a major challenge for organizations to attract and retain customers due to the competition they are faced with. This text is designed to teach exemplary customer service thinking in public or private, domestic or international organizations and is written in a practical, common sense manner reflecting current customer service concepts and hints. |
| the disney way customer service training: The Customer Service Revolution John R. DiJulius, 2015 Changing the world by creating a Customer service revolution! In today's world, it is all about rapid transactions versus genuine interactions. DiJulius illustrates ways to teach every member of your organization to have empathy and compassion for their Customer, internally and externally, which builds relationships and creates emotional connection and brand loyalty. The Customer Service Revolution is a practical--and entertaining--guide to offering exceptional experiences, which is currently one of the only sustainable differentiators amongst competing businesses. |
| the disney way customer service training: The Disney Way Fieldbook: How to Implement Walt Disney¿s Vision of ¿Dream, Believe, Dare, Do¿ in Your Own Company Bill Capodagli, Lynn Jackson, 2000-08-28 Business people around the world raved about The Disney Way and Fortune proclaimed it, so useful you may whistle while you work. Now, authors Bill Capodagli and Lynn Jackson are back to deliver a comprehensive, step-by-step implementation plan based on Walt Disney's principles outlined in the best-selling The Disney Way. The Disney Way Fieldbook provides action plans for instilling Disney's vision into any company, complete with diagnostic exercises, practice sessions, proven advice, and insightful questionnaires. Packed with universally applicable tools and techniques, the book also features inspiring quotes from Walt Disney himself and little known facts about his extraordinary empire. |
| the disney way customer service training: Systematic Magic Vance Morris, 2018-06-19 80% of companies say they give great service... Only 8% of customers say those companies give great service 3 in 5 Americans would try a new brand or company for a better service experience Customer service has gotten so bad that 7 in 10 Americans said they were willing to spend more with companies that they believe provide excellent customer service These statistics are as scary as being stuck on It's A Small World for anything more than a minute. But they do not have to define you and your company. You can create a service powerhouse in your company that your competitors will never copy, they are too lazy and slothful. Trust me, if all companies emulated the service provided at Walt Disney World, Ritz Carlton or Zappos, these companies would not stand out as they do. They know: Customer service is not a department. Customer service is not an afterthought. So what can you do? Where do you start? You start right here. In this little book, you will learn many of the secrets of how Disney creates such magical experiences every day, year after year, decade after decade. This is not theory being spewed by some corporate trainer or human resources person that has never worked a day in operations. (No offense to trainers and HR professionals intended) This book covers the exact strategies that I used when I was a Disney Leader. If you have the dedication and drive, you can implement these same strategies in your business or practice. Essentially, if you serve people, this book is for you. Dentist, Day Care, Carpet Cleaner, Computer Repair, Bank, Hotel, or Plummer, it does not matter. You can be the Disney of your industry. I now conduct intensive interactive 3 day in-the-parks workshops designed to reveal the secrets that the Walt Disney Company uses on a daily basis to create happiness for guests and profits for shareholders. You get the exact model (Strategies, Tactics and Workbooks) that I used to manage and design some of Disney's iconic restaurants and attractions that delivered world class service and profitability. |
| the disney way customer service training: The Innovation Secrets of Steve Jobs: Insanely Different Principles for Breakthrough Success Carmine Gallo, 2010-10-12 A THINK DIFFERENT APPROACH TO INNOVATION-- Based on the Seven Guiding Principles of Apple CEO Steve Jobs In his acclaimed bestseller The Presentation Secrets of Steve Jobs author Carmine Gallo laid out a simple step-by-step program of powerful tools and proven techniques inspired by Steve Jobs's legendary presentations. Now, he shares the Apple CEO's most famous, most original, and most effective strategies for sparking true creativity--and real innovation--in any workplace. THE INNOVATION SECRETS OF STEVE JOBS Learn how to RETHINK your business, REINVENT your products, and REVITALIZE your vision of success--the Steve Jobs way. When it comes to innovation, Apple CEO Steve Jobs is legendary. His company slogan Think Different is more than a marketing tool. It's a way of life--a powerful, positive, game-changing approach to innovation that anyone can apply to any field of endeavor. These are the Seven Principles of Innovation, inspired by the master himself: Do What You Love. Think differently about your career. Put a Dent in the Universe. Think differently about your vision. Kick Start Your Brain. Think differently about how you think. Sell Dreams, Not Products. Think differently about your customers. Say No to 1,000 Things. Think differently about design. Create Insanely Great Experiences. Think differently about your brand experience. Master the Message. Think differently about your story. By following Steve Jobs's visionary example, you'll discover exciting new ways to unlock your creative potential and to foster an environment that encourages innovation and allows it to flourish. You'll learn how to match—and beat—the most powerful competitors, develop the most revolutionary products, attract the most loyal customers, and thrive in the most challenging times. Bestselling business journalist Carmine Gallo has interviewed hundreds of successful professionals--from CEOs, managers, and entrepreneurs to teachers, consultants, and stay-at-home moms—to get to the core of Steve Jobs's innovative philosophies. These are the simple, meaningful, and attainable principles that drive us all to Think Different. These are The Innovation Secrets of Steve Jobs. An enhanced ebook is now available with 10 demonstration videos of Jobs' sure-fire innovation secrets. Select the Kindle Edition with Audio/Video from the available formats. |
| the disney way customer service training: Alice in Wonderland Lewis Carroll, 2024-09-25 Alice's Adventures in Wonderland is an 1865 English children's novel by Lewis Carroll, a mathematics don at the University of Oxford. It details the story of a girl named Alice who falls through a rabbit hole into a fantasy world of anthropomorphic creatures. It is seen as an example of the literary nonsense genre. The artist John Tenniel provided 42 wood-engraved illustrations for the book.It received positive reviews upon release and is now one of the best-known works of Victorian literature; its narrative, structure, characters and imagery have had a widespread influence on popular culture and literature, especially in the fantasy genre. It is credited as helping end an era of didacticism in children's literature, inaugurating an era in which writing for children aimed to delight or entertain. The tale plays with logic, giving the story lasting popularity with adults as well as with children. The titular character Alice shares her name with Alice Liddell, a girl Carroll knewscholars disagree about the extent to which the character was based upon her. |
| the disney way customer service training: Business Model Generation Alexander Osterwalder, Yves Pigneur, 2013-02-01 Business Model Generation is a handbook for visionaries, game changers, and challengers striving to defy outmoded business models and design tomorrow's enterprises. If your organization needs to adapt to harsh new realities, but you don't yet have a strategy that will get you out in front of your competitors, you need Business Model Generation. Co-created by 470 Business Model Canvas practitioners from 45 countries, the book features a beautiful, highly visual, 4-color design that takes powerful strategic ideas and tools, and makes them easy to implement in your organization. It explains the most common Business Model patterns, based on concepts from leading business thinkers, and helps you reinterpret them for your own context. You will learn how to systematically understand, design, and implement a game-changing business model--or analyze and renovate an old one. Along the way, you'll understand at a much deeper level your customers, distribution channels, partners, revenue streams, costs, and your core value proposition. Business Model Generation features practical innovation techniques used today by leading consultants and companies worldwide, including 3M, Ericsson, Capgemini, Deloitte, and others. Designed for doers, it is for those ready to abandon outmoded thinking and embrace new models of value creation: for executives, consultants, entrepreneurs, and leaders of all organizations. If you're ready to change the rules, you belong to the business model generation! |
| the disney way customer service training: Amaze Every Customer Every Time Shep Hyken, 2013-09-03 You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time. |
| the disney way customer service training: Employee Training and Development Raymond A. Noe, 2005 Seeks to find a balance between research and company practices. This text provides students with a background in the fundamentals of training and development - needs assessment, transfer of training, designing a learning environment, methods, and evaluation. |
| the disney way customer service training: The Disney Book Jim Fanning, 2015-10-01 Celebrate movie history and the world of Disney, from the animations and live action movies to the magical Disney parks and attractions, with The Disney Book. Go behind-the-scenes of Disney's best-loved animated movies and find out how they were made, follow Disney's entire history using the timeline, and marvel at beautiful concept art and story sketches. Perfect for Disney fans who want to know everything about the magical Disney world, The Disney Book delves into their incredible archives and lets readers explore classic Disney animated and live action movies, wonder at fascinating Disney collectibles and even see original story sketches from Disney films. Check out Hero pages that focus on amazing Disney props or artworks from the archives, beautifully photographed and annotated. The ideal gift for Disney fans and animation and movie buffs! Copyright © 2015 Disney. |
| the disney way customer service training: Tell Your Story the Walt Disney Way Louis J. Prosperi, 2020-11 |
| the disney way customer service training: The Hero Effect Kevin Brown, 2017-08-13 The HERO Effect is based on Kevin Brown's highly sought after keynote experience.In a fresh and entertaining style, Kevin shares ideas, strategies and principles that will inspire and equip readers to show up every day and make a positive difference. At the heart of Kevin's message is a simple, yet powerful philosophy for life that drives every thought, every action and ultimately every result we achieve both personally and professionally. Your team will be motivated to reach beyond what is required and do something remarkable!This book is designed to help individuals and organizations:Achieve greater results by eliminating ordinary thinking and mastering the habit of excellence.Own the moments that matter (and they all matter) by taking responsibility for their attitude, their actions and their results.Create meaningful relationships and deliver an extraordinary experience for every customer at work and at home. |
| the disney way customer service training: 99 Lessons Learned from Disney to Improve the Patient Experience Jake Poore, 1963-11-30 99 Lessons Learned From Disney to Improve the Patient Experience, is a wonderful resource for any health care organization that desires to improve the patient experience. Jake has truly captured the essence of Disney's principles for creating loyalty-driving experiences. And more importantly, he has thoughtfully and artfully applied these principles to the world of health care. For 15+ years, Jake and his team at ILS have been helping health care organizations successfully apply the lessons contained in this book. The lessons are field-tested and they work. |
| the disney way customer service training: Big Data, IoT, and Machine Learning Rashmi Agrawal, Marcin Paprzycki, Neha Gupta, 2022-03 The idea behind this book is to simplify the journey of aspiring readers and researchers to understand Big Data, IoT and Machine Learning. It also includes various real-time/offline applications and case studies in the fields of engineering, computer science, information security and cloud computing using modern tools. This book consists of two sections: Section I contains the topics related to Applications of Machine Learning, and Section II addresses issues about Big Data, the Cloud and the Internet of Things. This brings all the related technologies into a single source so that undergraduate and postgraduate students, researchers, academicians and people in industry can easily understand them. Features Addresses the complete data science technologies workflow Explores basic and high-level concepts and services as a manual for those in the industry and at the same time can help beginners to understand both basic and advanced aspects of machine learning Covers data processing and security solutions in IoT and Big Data applications Offers adaptive, robust, scalable and reliable applications to develop solutions for day-to-day problems Presents security issues and data migration techniques of NoSQL databases |
| the disney way customer service training: The Disney Way, Revised Edition Bill Capodagli, Lynn Jackson, 2006-11-09 “So useful you may whistle while you work”- Fortune The original edition of The Disney Way was awarded a coveted “Best Business Book of the Year” by Fortune magazine. The world's foremost experts on Disney, Bill Capodagli and Lynn Jackson revealed Walt's secret success formula that propelled his company into the highest echelon of business, creativity, innovation, and success. Now this fully revised edition profiles a new set of diverse organizations-from The Cheesecake Factory, Ernst and Young, and Four Seasons Hotels and Resorts, to Griffin Hospital, John Robert's Spa, and Men's Wearhouse-that have redefined their businesses by embracing The Disney Way. Walt's “dream, believe, dare, do” credo is a powerful foundation that will support any business, drive any team, and guide any leader to newfound levels of success. “It was the Disney standard of imagination and engagement that inspired me so many years ago...Now, Bill and Lynn bring these ideals and practices into practical use, with something for any dreamer to use.”-from the new foreword by John Christensen, coauthor of the bestselling book FISH! “This book is about the real magic: Stimulating and harmonizing the collective energy of your people.”-Ken Blanchard, bestselling author of The One Minute Manager |
| the disney way customer service training: Development of a Training Program for Frontline Service Employees' Improvement of Student Services Debbie S. Persaud, 2005-11-04 Frontline employees represent the bloodline of an organization. This applied dissertation focused on development of a training program to improve skills necessary for quality student-customer service. Six research questions were answered. First, what skills are required to enhance customer service satisfaction? Second, what are employees' perception of attitudes and expectations relative to delivery of goods and services? Third, what action is required to improve employees' performance to effect customer satisfaction? Fourth, what content-- knowledge, skills, and procedures--are necessary for inclusion in the training plan? Fifth, how can training best be structured and developed to improve the necessary skills? Sixth, how and by whom should the plan be implemented, and if implemented, how should it be evaluated? The development problem-solving methodology was used to answer the research questions. Additionally, a Frontline Service Employees' Perceived Training Needs Survey was administered to gather information relative to the recommended training program. The research questions were answered through procedures that involved formative and summative committees' examination of the program content, format, design, and evaluation method. The final project was a recommended frontline service employees training program. Conclusions drawn from the study revealed the following: (a) a training program should be implemented to enhance skills required for better student-customer services within the organization; (b) a training program for frontline employees should include skills pertaining to active listening, trust and rapport, telephone etiquette, problem-solving and conflict resolution, and clear understanding and knowledge of the organization's policies and procedures; (c) trainees should have the choice and flexibility of mode of instruction and location of training; and (d) an evaluation plan should be established posttraining to ensure that quality and program objectives are continuously being met. The recommended training program was submitted to the leaders of the organization who have the authority to approve its implementation. |
| the disney way customer service training: The Disney Empire Ethan Parker, AI, 2025-02-24 The Disney Empire explores the remarkable journey of the Walt Disney Company, from its animation studio origins to its current status as a global entertainment leader. The book analyzes Disney's strategic evolution, focusing on its core animation and film business, its diversification into theme parks, and its impactful media acquisitions, including Pixar and Marvel. Disney's success stems from its deliberate strategy of vertical integration, allowing control over production and distribution, and its brand diversification, which spans across film, television, and theme parks. The book argues that Disney's achievements are not mere luck but the result of consistently executed business strategies and cultural influence. Notably, Disney's consumer behavior insights have allowed for brand expansion that few companies have ever achieved. The book progresses across chapters, beginning with Walt Disney's early vision, then examining the expansion into theme parks and live-action film, followed by an analysis of key acquisitions and culminating in an assessment of Disney's global position and potential future challenges. This study offers a critical, yet balanced, perspective on Disney's corporate strategy, cultural impact, and historical timeline. It uses company records, industry publications, and expert accounts to provide unique insights, making it valuable for students, academics, and anyone interested in the business, film, and media industries. By understanding Disney's trajectory, one can gain insights applicable to other industries striving for brand strength, revenue diversification, and adaptation to market changes. |
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Disney Movies | Official Site
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Stream Unlimited Movies and TV Series - Disney+ United States
Disney+ is the streaming home for entertainment from Disney, Pixar, Marvel, Star Wars, National Geographic, Hulu, ESPN+ and more. With Disney+, you can choose from an always-growing …
The Walt Disney Company
Jun 5, 2025 · The mission of The Walt Disney Company is to entertain, inform and inspire people around the globe through the power of unparalleled storytelling, reflecting the iconic brands, …
Disney.com | The official home for all things Disney
The official website for all things Disney: theme parks, resorts, movies, tv programs, characters, games, videos, music, shopping, and more!
Login to Disney+
Content is loading
Disney+
Log in to Disney+ to stream movies, TV series, and exclusive originals from Disney, Pixar, Marvel, Star Wars, National Geographic, and more.
Walt Disney World Resort near Orlando, Florida – Official Site
Welcome to Walt Disney World Resort in Orlando, FL. Enjoy exciting theme parks, resorts, dining and more. Plan your magical family vacation now!
Disney Movies | Official Site
Explore all our Disney Movies to find Disney+ originals, classic and new upcoming films, and even Blu-rays, DVDs and downloads. Plus, find movies to stream now on Disney+ or Hulu.
Stream Unlimited Movies and TV Series - Disney+ United States
Disney+ is the streaming home for entertainment from Disney, Pixar, Marvel, Star Wars, National Geographic, Hulu, ESPN+ and more. With Disney+, you can choose from an always-growing …
The Walt Disney Company
Jun 5, 2025 · The mission of The Walt Disney Company is to entertain, inform and inspire people around the globe through the power of unparalleled storytelling, reflecting the iconic brands, …
