Provides the opportunity to learn by seeing success in action.
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Transcript of Provides the opportunity to learn by seeing success in action.
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SOPHIA SOTILLEOASSISTANT PROFESSOR/ACCESS SERVICES LIBRARIANLANGSTON HUGHES MEMORIAL LIBRARYTHE LINCOLN UNIVERSITY OF [email protected]
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Disney Institute Provides the opportunity to learn
by seeing success in action.
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Quality Service Cycle
Cast
Setting
Process
Integration
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A simple statement which when shared among all employees, becomes the driving force of service.
Organization Service Theme
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Disney Service ThemeTo create happiness for people of all
ages everywhere.
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Your Service Theme
Should speak to: Your purpose Public image Expectations
Example:A place where students, faculty, and other members of the university community can pursue information and the discovery and creation of knowledge.
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Service Standards set the criteria for actions that are necessary to accomplish the service theme and serve as the measures of quality service.
Organization Service Standards
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Disney Service StandardsSafety, Courtesy, Show &
Efficiency
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Your Service Standards/Value
How will you fulfill the promise/purpose of the Service Theme.
Example: Commitment, Availability, Technology,
Leadership
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Delivery System
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“Magic” of the Service Cycle/Delivery
System
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Magic of Service
Become an expert “Guestologist” or “Patronologist”
Articulate your unique service theme Define and Own your service standards Manage Customer Information- Any and
all data is your friend !
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Magic of Cast/Employee
Make a great and memorable first impression
Speak Quality Service Language Wear Quality Service wardrobe Build a Quality Service culture
Keep it simple Make it global Provide training Solicit Feedback Recognize & Reward
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Magic of Setting
Define your setting Guide the customer experience with your
setting Communicate setting with all five senses
when possible. Separate Onstage from Backstage Maintain your setting
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Magic of Process
Analyze & Debug Process as needed Policies Tasks Procedures
Treat all Patrons /Guests like VIP
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Magic of Integration
Aligning and distributing service standards over the three delivery systems of cast, setting, and process.
Meet/Exceed guest expectations with headliners.
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Questions & Answers