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| 7:30am - 8:00am | Check-in, Registration, and Continental Breakfast |
| 8:00am - 9:30am | Session 1 |
| 9:30am - 10:00am | Break 1 |
| 10:00am - 11:30am | Session 2 |
| 11:30am - 1:00pm | Lunch |
| 1:00pm - 2:30pm | Session 3 |
| 2:30pm - 3:00pm | Break 2 |
| 3:00pm - 4:30pm | Session 4 |
Program Content
The agenda for the program will consist of four 90-minute sessions that explore world-renowned Disney principles for quality service and discover how attention to detail creates a consistent, world-class service environment.
Session 1
- Learn the Disney demographic measurement methodology
- Learn the Disney approach to psychographic measurements by identifying patient needs, wants, stereotypes and emotions
- Apply examples of these measurements outcomes to any patient/client service environment
Session 2
- Define a common purpose and its importance
- Understand purpose versus task enculturation
- Define quality standards and their purpose
- Understand the need for consistency in service delivery by 100% of your organization's employees
Session 3
- Examine ways that the Disney quality standards are applied to Cast Member roles in order to ensure consistent quality customer experiences
- Explore the benefits of Disney training guidelines
- Identify examples in which setting communicates strong messages that affect the delivery of quality service
- Identify elements of setting that support the quality standards at Walt Disney Theme Parks and Resorts
Session 4
- Recognize how setting affects quality service in any organization
- Examine ways that processes align with quality standards to deliver quality service for both internal & external customers
- Discover how processes support both the employee and enhance the customer experience
- Discover a Disney tool for universally evaluating customer service opportunity
